FRONTLINE CONSULTANCY AND BUSINESS SERVICES LIMITED

Frontline Managed IT Service Management Platform

A software-based IT service management and infrastructure monitoring platform, operated by Frontline, that enables public sector organisations to manage incidents, requests, changes, assets, and infrastructure performance. The service provides configurable workflows, automation, monitoring, dashboards, and reporting to support ITIL-aligned operations across endpoints, servers, storage, hosting, and virtualised environments.

Features

• Enterprise service management platform providing ITIL workflows and automation
• Endpoint, server, and infrastructure monitoring via management software
• Integrated incident, request, problem, and change management tooling
• Centralised dashboards for service performance, assets, and compliance
• Secure cloud print management software with access control and auditing

Benefits

• Improves security and compliance aligned with ISO, ITIL, and G-Cloud.
• Increases operational efficiency through automation and platform-led managed support.
• Provides accountability through clear reporting and regular service reviews.
• Delivers value for money with scalable, predictable managed IT pricing.
• Maintains business continuity through resilient infrastructure and disaster recovery.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Chris.Glithero@frontline-consultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

482955305527701

Contact

Chris Glithero
0333 323 2141
Chris.Glithero@frontline-consultancy.co.uk

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT service management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: None – the service can be used as a standalone platform
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: No fixed service constraints. Any limitations are identified during onboarding and documented at call-off.
• System requirements:
  • Supported web browser
  • Network connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Support queries are prioritised by severity and handled during service hours, Monday to Friday, 08:00–18:00 (UK), excluding public holidays. Priority 1 requests receive a target response within 1 hour and resolution within 4 hours. Priority 2 requests receive a 2-hour response and 8-hour resolution target. Priority 3 requests receive a 4-hour response and 16-hour resolution target. Priority 4 requests receive an 8-hour response and 32-hour resolution target. Requests submitted outside service hours, including weekends, are logged and responded to at the start of the next business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is provided to configure, operate, and maintain Frontline’s service management and monitoring software platforms. Structured platform support is delivered with defined service levels based on incident priority, Monday to Friday, 08:00–18:00 (UK), excluding public holidays, via phone, email, and a web-based support portal.; ; Support requests are categorised into four priority levels. Priority 1 incidents receive a target response within 1 hour and resolution within 4 hours. Priority 2 requests receive a 2-hour response and 8-hour resolution target. Priority 3 requests receive a 4-hour response and 16-hour resolution target. Priority 4 requests receive an 8-hour response and 32-hour resolution target. All support is delivered remotely with defined escalation paths.; ; Standard support is included within the service price. Enhanced support options, including extended service hours or named technical contacts, are available at additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ​​Documentation will be provided to detail the service​
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: ​​Data can be exported as csv file or the customer can have a copy of any database used in the solution, the data format depends on the database engine used​
• End-of-contract process: At the end of the contract all perpetual licences will be handed over to the customer. Data will be provided in an agreed format and the service will become unavailable at the end of the last day of service. ; ; ​New projects, customisations and addons will be quoted separately.​
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: The service is delivered through enterprise service management and infrastructure management software platforms accessed via a web browser. Buyers interact with dashboards, workflows, reporting, and service records through these platforms. There is no standalone end-user application.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: ​​Options are detailed in the service description document​

Scaling

• Independence of resources: Service scalability is maintained through service management platform controls, workload prioritisation, and automated queue management. Load-balanced tooling, workflow automation, and continuous monitoring prevent backlog and performance degradation. Platform-level thresholds and real-time dashboards ensure consistent service performance, so one customer’s demand does not impact another’s experience.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are generated by the service management platform, including ticket volumes, response times, resolution performance, and service availability.
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: ​​​Data extract will be by Frontline resources as part of the exit process​​
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: ​​System Availability ​​99.5%* ; ; ​​(All Service Credits per Calendar Month) ; ; ​​Less than 99% - 3% of monthly charge ; ; ​​Less than 99% but greater than 98% - 10% of monthly charge ; ; ​​Less than 98% but greater than 95% -30% of monthly charge ; ; ​​Less than 95% - 50% of monthly charge
• Approach to resilience: No single points of failure ; ; ​Full high availability configuration of all technological components ; ; ​Multiple diverse communication links ; ; ​Diversely routed power from multiple feeds ; ; ​Resilience testing and simulated testing available ; ; ​Backup and BCP options allow greater alignment with customer requirements.
• Outage reporting: Service outages are reported to customers via proactive email alerts. When a service-impacting incident is identified, affected customers are notified by email with details of the issue, the services impacted, and the current status. During the incident, update emails are issued at appropriate intervals to keep customers informed of progress and estimated resolution times where available.; ; Once the incident is resolved, a final notification is sent confirming service restoration and, where appropriate, summarising the cause and any corrective actions taken. Email alerts are distributed to nominated customer contacts to ensure timely awareness.; ; This service does not provide a public status dashboard or outage reporting API. Customers may also contact support via the ticketing system or email for additional updates during an incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through layered security controls. Network access is protected using firewalls and a web application firewall to limit exposure and block unauthorised traffic. Administrative credentials are securely managed using Delinea Secret Server, preventing direct access to privileged passwords. Access to support channels is restricted to authorised users and controlled through authenticated user accounts. All access is logged and monitored to support auditability and incident investigation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: ​​​ISO 27001, Cyber Essentials and Cyber Essentials Plus - enforced by the infosec team and IT controls. Ongoing Online Cyber Awareness training for all employees. All new starters go through an induction program that includes security and cyber awareness.​​
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ​​​Frontline follows a rigorous Change Management process, continuously monitoring project scope throughout the contract. The Customer appoints a representative to collaborate with Frontline, review proposed changes, and ensure delivery of agreed outcomes. Any change is documented in a Change Control Note outlining its justification and impact on budget, deliverables, or timescales, along with alternative options where relevant. No changes proceed without the Customer’s written approval. The process is governed by ISO 27001 and ISO 9001, with regular internal and external audits. All change requests are logged and tracked in Frontline’s Autotask service management system, which the Customer can access.​​
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Internal and external vulnerability scanning is performed weekly using multiple platforms to reduce false positives. Vulnerability data is enriched using threat intelligence and threat-hunting outputs. Identified vulnerabilities are prioritised using CVE and CVSS severity and remediated through patching or mitigation actions in line with NCSC guidance, with critical vulnerabilities addressed within 14 days.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is delivered through continuous monitoring of system activity, network traffic, and user access to identify indicators of compromise and anomalous behaviour. Alerts are generated using predefined thresholds and threat intelligence inputs, with monitoring outputs reviewed to support incident detection, investigation, and response in line with NCSC guidance.
• Incident management type: Supplier-defined controls
• Incident management approach: ​​​Frontline’s service desk processes are underpinned by ITIL v4 methodology. Incident and problem management processes are fully designed and followed where required. Inbound calls are categorised against the contract and are dynamically allocated to support personnel. All access to managed infrastructure is recorded and monitored with anti-tamper technology that allows for RBAC and MoLP to be applied​​.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Friday 4 April 2025
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: ISOQAR
• ISO 9001 accreditation date: Friday 4 April 2025
• What the ISO 9001 doesn’t cover: SAP support
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8ea95a9b-a949-413e-be70-96ea0a5c9838
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 222b6d6d-aee1-42a8-86dc-7a2e1860c51f
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Chris.Glithero@frontline-consultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.