MILLERSOFT LIMITED

Millersoft Apache Opensearch Managed Service

Millersoft provides a managed OpenSearch service, delivering secure deployment, operation, and support of the open-source search and analytics platform on government-aligned infrastructure. The service enables scalable search, log analytics, and data exploration while removing the operational burden of managing and securing OpenSearch clusters.

Features

• Managed deployment of OpenSearch clusters
• Support for search, log analytics, and observability use cases
• Deployment on government-aligned cloud or on-premise infrastructure
• Secure configuration with authentication and RBAC
• TLS encryption for data in transit
• Monitoring, alerting, and health checks
• Managed upgrades and security patching
• Backup and snapshot configuration
• Incident and change management
• Standard and enhanced support options

Benefits

• Quickly deploy enterprise-grade search without specialist skills
• Reduce operational overhead by outsourcing platform management
• Securely analyse logs and data at scale
• Maintain compliance with public sector security requirements
• Avoid vendor lock-in with Apache-licensed open source software
• Scale search and analytics as demand grows
• Detect issues early through proactive monitoring
• Keep the platform up to date with minimal disruption
• Improve service reliability and performance
• Allow teams to focus on insights rather than infrastructure management

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 accounts@millersoftltd.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

745814487114588

Contact

Calum Miller
0131 507 0256
accounts@millersoftltd.com

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management

  IT automation and configuration management

  • Workload management
  • Datacentre system and application control
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Linux servers or Kubernetes

User support

• Email or online ticketing support: Yes
• Support response times: 4 hrs with cover at weekend by arrangement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• 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: Millersoft provides tiered support levels to meet different operational and service criticality requirements for the managed Apache Opensearch service.; Standard Support (9x5) is included as part of the core managed service. It provides support during UK business hours, covering incident management, fault investigation, service requests, and operational queries. Incidents are prioritised by severity with defined response targets. This level is suitable for non-critical or development and test environments and is included in the monthly service charge.; Enhanced Support (24x7) is available as an optional add-on for production or business-critical services. This provides round-the-clock incident response, including out-of-hours support for high-severity incidents, accelerated response times, and proactive operational assistance. Enhanced support is typically priced between £1,500 and £4,000 per month, depending on service scale and complexity.; For customers requiring closer engagement, Millersoft can provide a named Technical Account Manager (TAM) or senior Cloud Support Engineer. This role acts as a primary technical point of contact, providing service oversight, coordination of changes, capacity planning, and regular service reviews. TAM support is offered as an optional service and priced separately, usually on a monthly or retained basis.; Support costs and service levels are agreed contractually and documented in the service schedule.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Millersoft helps users start using the managed OpenSearch service through a structured onboarding and enablement process designed to minimise time to value. Engagement begins with an onboarding and discovery phase to understand the customer’s use cases, data sources, security requirements, and operational objectives. Based on this information, Millersoft designs and deploys an OpenSearch environment tailored to the customer’s platform and workload needs.; Users are provided with clear onboarding documentation, including service overviews, architecture diagrams, access instructions, and guidance on indexing data, running searches, and building dashboards. Documentation is written in plain English and supports both technical and non-technical users.; Millersoft delivers remote onboarding sessions to introduce users to OpenSearch APIs, dashboards, and operational processes. Optional training workshops can be delivered remotely or onsite, covering topics such as index design, query optimisation, log ingestion, security configuration, and dashboard creation.; Ongoing support is available through agreed support channels, with access to experienced OpenSearch engineers who can answer questions and assist during early adoption. Documentation is maintained and updated throughout the service lifecycle to support continued use and effective self-service.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When the contract for the Millersoft managed OpenSearch service ends, users are supported through a structured and secure data extraction process designed to ensure continuity and prevent vendor lock-in. OpenSearch stores data using open, documented formats and exposes standard APIs, allowing customers to retain full ownership and control of their data.; Users can extract their data by exporting indices and snapshots using OpenSearch’s native APIs and snapshot functionality. Data can be transferred to customer-managed storage or a successor platform in a controlled manner. Index mappings, settings, dashboards, visualisations, and alerting configurations can also be exported to support re-deployment or migration.; Millersoft provides off-boarding documentation detailing available export methods and supports customers in planning and executing data extraction activities. Where required, Millersoft can assist with coordinated snapshot exports, index transfers, or migration to another OpenSearch or compatible platform, subject to agreed scope.; All data extraction activities are performed over secure, authenticated connections. Once the customer confirms that data extraction is complete, Millersoft removes customer access and securely decommissions the service, deleting remaining customer data in accordance with agreed retention and security policies. This ensures an orderly exit while maintaining data integrity and security.
• End-of-contract process: At the end of the contract, Millersoft follows a defined and transparent end-of-contract process for the managed OpenSearch service to ensure an orderly and secure service exit. The process begins with an agreed off-boarding plan that sets out timelines, responsibilities, and exit activities. Millersoft supports customers in exporting indexed data, snapshots, dashboards, visualisations, and configuration information using OpenSearch’s standard APIs and tools. Documentation is provided to guide customers through the exit process and support transition to a successor platform or internal service.; Once data extraction is complete and confirmed by the customer, Millersoft removes user access, decommissions the OpenSearch environment, and securely deletes any remaining customer data in line with agreed retention and security policies. Knowledge transfer and configuration handover are provided to support continuity and migration.; The contract price includes standard off-boarding support, access to exit documentation, guidance on data and configuration export, and reasonable assistance during service termination within the agreed contract term.; Additional costs may apply for activities outside the standard scope, such as large-scale data migration assistance, bespoke export tooling, extended exit support beyond agreed timescales, onsite assistance, or accelerated termination requests. Any additional costs are agreed in advance with the customer to ensure transparency.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Millersoft ensures that onboarding and off-boarding documentation for the managed OpenSearch service is accessible, secure, and available throughout the service lifecycle. Documentation is provided in electronic format and shared through secure, access-controlled channels agreed with the customer, such as a customer portal, secure document repository, or encrypted file transfer. Access is restricted to authorised customer users using role-based permissions.; Onboarding documentation includes service overviews, architecture diagrams, security responsibilities, access and authentication procedures, and guidance on indexing data, querying OpenSearch, and using dashboards. Off-boarding documentation explains the end-of-contract process, data and index export options, configuration handover, and service decommissioning steps. Content is written in clear, plain English and structured to support both technical users and operational stakeholders.; All documentation is version-controlled and maintained as a living set of documents, ensuring users always have access to the latest approved versions. Updates are communicated through service reviews or change notifications. Where required, documentation can be supplied in formats suitable for internal assurance, audit, or governance processes.; Millersoft also offers walkthrough sessions alongside the documentation, helping users understand and apply the guidance effectively during onboarding and ensuring a smooth and orderly exit during off-boarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Managed OpenSearch service provides APIs that allow users to interact with and manage search and analytics workloads in a controlled way. Users can use standard OpenSearch APIs to index, search, and query data, manage indices, define mappings, configure index lifecycle policies, and retrieve analytics results. APIs also support integration with applications, log pipelines, and monitoring tools, enabling automated ingestion and querying.; Users cannot use the API to provision the underlying OpenSearch service itself. Initial service setup, including cluster creation, core configuration, networking, storage, and security baselines, is performed by Millersoft as part of the managed service to ensure consistency, resilience, and compliance.; Authorised users can make changes through the API within agreed boundaries and role-based permissions. This includes creating or deleting indices, adjusting index settings, managing aliases, and querying or exporting data. Access controls ensure users can only perform actions permitted by their assigned roles.; Users cannot use the API to make changes that affect the underlying infrastructure, cluster topology, or shared service components. Activities such as scaling the cluster, performing version upgrades, changing authentication mechanisms, or modifying security architecture are managed by Millersoft through a formal change management process. This approach balances user flexibility with platform stability and security.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise the Millersoft managed OpenSearch service to meet their specific search, analytics, and operational requirements while benefiting from a fully managed platform. Customisation includes index structures, mappings, analyzers, search queries, dashboards, visualisations, alerting rules, and data retention policies. Users can tailor the service to support use cases such as application search, log analytics, security monitoring, and observability.; Customisation is performed using standard OpenSearch APIs, dashboards, and supported tooling. Authorised users can create and manage indices, define mappings, configure index lifecycle management policies, build dashboards and visualisations, and integrate data ingestion pipelines. Automation can be achieved through APIs and infrastructure-as-code tools where appropriate. Operational requests such as capacity changes, scaling, or upgrades are handled through Millersoft’s change management process.; Customisation rights are controlled through role-based access control. Business and technical users can interact with and query data, analysts can create dashboards and alerts, and administrative users approved by the customer can manage index configurations and access permissions. Changes that affect the underlying infrastructure, platform security, or shared components are restricted to Millersoft engineers to maintain service stability, security, and compliance.

Scaling

• Independence of resources: Millersoft guarantees independence of resources by deploying OpenSearch environments as dedicated clusters per customer, preventing cross-tenant resource contention. Each service instance has its own allocated compute, storage, and network resources sized to agreed workloads. Where shared infrastructure is used, strong isolation is enforced through virtualisation, containerisation, and resource quotas. Capacity is monitored continuously to identify pressure early, enabling proactive scaling or optimisation. This approach ensures one customer’s indexing or query activity cannot degrade another customer’s performance, providing predictable service levels and consistent availability.

Analytics

• Service usage metrics: Yes
• Metrics types: The managed OpenSearch service provides operational and usage metrics to support monitoring, performance management, and capacity planning. Metrics include cluster health status, node availability, query latency, indexing throughput, error rates, and disk and memory utilisation. Index-level metrics such as shard allocation and replication status are monitored to detect issues early. Access and audit events are logged to support security monitoring. Metrics are available through monitoring dashboards and logs, and summary reports may be provided as part of regular service reviews to support operational oversight and service improvement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users export their data from the managed OpenSearch service using standard OpenSearch APIs and snapshot functionality. Indices and query results can be exported to customer-managed storage or transferred to a successor platform using open, documented formats. Index mappings, settings, dashboards, and visualisations can also be exported to support re-deployment. All exports are performed over secure, authenticated connections. Millersoft provides documentation and guidance to support data export and can assist with planning or execution where required, ensuring customers retain full control of their data and can exit the service without vendor lock-in.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Millersoft guarantees service availability for the managed OpenSearch service through clearly defined SLAs agreed with customers. Unless otherwise specified in the contract, the service has a target availability of 99.5%/month, excluding planned maintenance, customer-caused outages, and issues arising from customer-provided infrastructure. Availability applies to the core OpenSearch cluster and agreed supporting components and is measured using service monitoring and health checks.; Service is designed to minimise unplanned downtime through resilient architecture, continuous monitoring, and controlled operational processes. Planned maintenance activities, such as upgrades and security patching, are scheduled in advance and communicated to customers and are excluded from calculations.; If service availability falls below the agreed SLA in a given month, customers may be entitled to service credits. Service credits are calculated as a percentage of the monthly service charge, based on the level of availability achieved. Credits are applied as an adjustment to a future invoice and are not paid as cash refunds. Total service credits are capped to ensure they remain proportionate.; Service credits are the customer’s sole and exclusive remedy for availability SLA breaches. Repeated or significant SLA failures trigger a formal service review and corrective action plan to address root causes and improve long-term service resilience.
• Approach to resilience: Millersoft designs the managed OpenSearch service to be resilient in line with the UK Government’s Cloud Security Principle on asset protection and resilience. The service is deployed on resilient, government-aligned cloud or on-premise infrastructure designed to tolerate component failure and support rapid recovery. Detailed information about physical data centre design, redundancy, and geographic resilience is available on request to support assurance activities.; At the platform level, OpenSearch is deployed as a distributed cluster with data replicated across multiple nodes to protect against node or component failure. This allows search and analytics workloads to continue operating even when individual nodes become unavailable. Where Kubernetes is used, resilience is enhanced through pod replication, health checks, automated restarts, and controlled rolling updates. On VM or bare-metal deployments, redundancy is achieved through clustered nodes, replicated storage, and failover configurations.; Continuous monitoring of cluster health, shard allocation, replication status, and performance enables early detection of issues and rapid response. Regular backups and snapshotting of indices and configuration support recovery from data corruption or operational error. Controlled change management and planned maintenance processes reduce the risk of service disruption.; Together, these measures ensure the service can withstand failures, recover quickly, and provide consistent, reliable performance.
• Outage reporting: Millersoft reports service outages and significant incidents through clear, timely, and transparent communication channels agreed with customers. When an outage or service degradation is detected through monitoring or customer reports, the incident is logged and assessed to determine severity and potential impact. For high-severity incidents, customers are notified promptly using agreed notification methods, such as email, secure messaging, or a customer support portal.; Initial notifications provide a summary of the issue, affected services, and immediate actions being taken. During an ongoing outage, Millersoft provides regular status updates at defined intervals, particularly for critical incidents, to keep customers informed of progress toward restoration. Updates include changes in impact, mitigation steps, and estimated time to resolution where available.; Once the incident is resolved, a closure notification is issued confirming service restoration. For significant outages, Millersoft can provide a post-incident report outlining the root cause, resolution steps, and any corrective actions to prevent recurrence. Outage information may also be reviewed as part of regular service management meetings. This approach ensures customers are kept informed throughout incidents and have clear visibility of service health and reliability.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Millersoft restricts access to management interfaces and support channels using role-based access control and the principle of least privilege. Administrative access is limited to authorised personnel with a legitimate business need and is protected using strong authentication, including multi-factor authentication where supported. Management interfaces are not publicly exposed and are accessed only via private networks, VPNs, or IP allow-listing. Support channels are access-controlled, with identity verification required before sensitive actions are performed. All administrative access and support activities are logged and reviewed regularly to maintain security and accountability.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Millersoft follows a structured set of information security policies and processes designed to protect the confidentiality, integrity, and availability of customer information and services. Our approach is aligned with recognised industry good practice and the UK Government Cloud Security Principles.; We maintain documented policies covering information security governance, risk management, access control, incident management, change management, vulnerability management, and data protection. These policies define roles and responsibilities, including senior management oversight, and are reviewed regularly to ensure they remain effective and up to date.; Access to systems and data is controlled using the principle of least privilege, supported by role-based access controls and strong authentication. Security risks are identified and assessed through threat monitoring, vulnerability tracking, and regular reviews of system configuration and operational practices. Identified risks are prioritised and treated using appropriate technical and organisational controls.; We operate defined processes for incident detection, response, escalation, and post-incident review, ensuring security events are handled promptly and lessons learned are applied. Data protection processes support compliance with applicable legislation, including UK GDPR.; Security considerations are embedded into service design, change management, and operational activities, ensuring that information security is maintained throughout the service lifecycle
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Millersoft operates controlled configuration and change management processes to ensure service stability and security. Configuration baselines are defined and maintained for Apache Superset environments, with changes managed through a formal change process. Proposed changes are assessed for risk and impact, approved before implementation, and tested in non-production environments where applicable. Changes are scheduled during agreed maintenance windows and communicated to customers in advance. Rollback procedures are in place to restore service if issues occur. Configuration and change records are maintained to support auditability and continual service improvement.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Millersoft operates a structured vulnerability management process aligned with industry good practice and government cloud security principles. Potential threats are assessed using Apache Software Foundation security advisories, CVE databases, dependency monitoring, and reviews of service configuration and exposure. Vulnerabilities are prioritised based on severity, exploitability, and impact on confidentiality, integrity, and availability. Security patches and upstream fixes are deployed promptly following validation, with critical issues addressed as soon as practicable. Where immediate patching is not possible, mitigating controls are applied. Threat intelligence is sourced from ASF advisories, CVE feeds, vendor notifications, and security research relevant to the platform and dependencies.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Millersoft operates continuous protective monitoring to identify potential security compromises across the service. System, application, and access logs are centrally collected and monitored for anomalous behaviour, unauthorised access attempts, and policy violations. Automated alerts highlight suspicious activity and service degradation. When a potential compromise is identified, incidents are triaged promptly, affected components may be isolated, and corrective actions are taken to contain and remediate the issue. High-severity security incidents are prioritised for immediate investigation and response. We respond to suspected security incidents as soon as practicable, with critical incidents addressed without delay and managed through a defined incident response process.
• Incident management type: Supplier-defined controls
• Incident management approach: Millersoft operates defined incident management processes aligned with industry good practice. Pre-defined procedures exist for common events such as service outages, performance degradation, and security incidents, ensuring consistent and timely response. Users can report incidents through agreed support channels, including email or a secure support portal, with incidents logged and prioritised by severity and impact. Customers are kept informed through regular status updates during incident resolution. For significant incidents, Millersoft provides incident reports summarising the issue, impact, root cause, resolution actions, and any corrective measures to prevent recurrence.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 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
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • 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
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • 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
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 accounts@millersoftltd.com. Tell them what format you need. It will help if you say what assistive technology you use.