Fusion Business Solutions (UK) Limited

ServiceNow Enterprise Service Management

ServiceNow is a cloud-based service management platform that standardises and automates enterprise service delivery. It provides configurable workflows for ITIL workflows and OOTB lines of business including HR, Finance etc. with self-service and knowledge to improve UX. Supports integrations and reporting to enhance governance, performance and continuous improvement across services.

Features

• AI powered Incident, request, problem, and change management workflows
• Self-service portal with service catalog and approvals
• Knowledge management with searchable articles and feedback
• CMDB to track assets, relationships, and dependencies
• Automated routing, prioritisation, and SLA management
• Low-code configuration for forms, workflows, and apps
• IntegrationHub connectors and APIs for third-party integrations
• Reporting and dashboards for KPIs, trends, and performance
• Virtual agent and chat for conversational self-service
• Role-based access controls, audit logs, and governance

Benefits

• Faster resolution through automated routing and workflows
• Improved user experience with self-service and knowledge
• Reduced service desk workload via deflection and automation
• Better service quality with SLA tracking and insights
• Increased visibility using CMDB and dependency mapping
• Stronger governance through audit trails and role-based access
• Quicker changes with standardised approvals and automation
• Accelerates delivery using low-code configuration and reuse
• Improves data consistency with integrated systems and APIs
• Supports continual improvement with analytics and reporting

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

Framework

G-Cloud 15

Service ID

773494138856181

Contact

John Mohan
+44208 814 4888
frameworks@fusiongbs.com

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: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Encryption: connections to instances require TLS 1.2 or above
  • Mobile app traffic: uses secure TLS/SSL channels to the instance.

User support

• Email or online ticketing support: Yes
• Support response times: Support response times; ; 99.8% availability per calendar month for customer production instances (Subscription Service) P1 (instance not accessible): 60 minutes response; 24x7 effort. P2 (critical function fails): 4 hours response; Mon–Fri, 7am–7pm local time. P3 (significantly impedes work): 3 business days response; Mon–Fri, 7am–7pm local time. P4 (doesn’t significantly impede work): 4 business days response; Mon–Fri, 7am–7pm local time
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: Accessibility conformance for web chat is evidenced through ServiceNow Accessibility Conformance Reports (ACR/VPAT) for Virtual Agent (end-user chat) and Service Operations Workspace (agent experience). These reports document the accessibility evaluation results for the relevant releases and note that customer configuration/customisation can affect conformance.
• Onsite support: Yes, at extra cost
• Support levels: Self-service support (Now Support): knowledge base, documentation, community and tooling via the Now Support portal. ServiceNow Customer Support: 24x7x365 live agent technical support (case-based). Telephone support: not included with all support levels (availability depends on entitlement). ServiceNow Impact (Customer Success): add-on customer success product providing tailored expertise, health tools, value/adoption resources, and 24/7 support. Impact plan tiers: Guided, Guided with add-ons, and Total (access to benefits varies by plan). Developer Support (Impact entitlement): available to Advanced and Total Impact customers for break/fix help with existing customisations. Impact Accelerators: fixed-scope expert offerings to speed outcomes (availability depends on Impact plan).
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Fusion helps customers get started on ServiceNow through a structured onboarding and implementation approach: Discovery and mobilisation: confirm scope, outcomes, success measures, governance, and plan. Platform setup: provision environments (dev/test/prod), users, roles, SSO, and security baseline. Process design: map current-to-target processes (incident, request, change, etc.) and agree KPIs/SLAs. Configuration and build: configure forms, workflows/Flow Designer, approvals, notifications, catalog items, and knowledge. Service Portal / UX: implement branding, navigation, and self-service journeys (including virtual agent if required). Data migration: define mapping and migrate priority data (users, CIs/assets, tickets/knowledge where applicable). Integrations: integrate with core services (email, identity, monitoring, HR/asset tools) using APIs/IntegrationHub. Testing and assurance: run SIT/UAT, performance checks, security controls review, and accessibility considerations. Training and enablement: role-based training for admins, agents, fulfilment teams, and end users; knowledge transfer. Go-live and hypercare: cutover planning, early-life support, stabilisation, and transition to BAU support. Continuous improvement: backlog management, reporting dashboards, and iterative enhancements post go-live.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, the buyer can extract their data in two ways: During the contract term Buyers can export data directly from the ServiceNow user interface (for example list/report exports) and/or extract data programmatically using ServiceNow web services/APIs. These approaches support staged migration and ongoing data replication where required. Access is governed by the buyer’s role-based permissions and security controls. On termination/expiry (formal export) The buyer can request a database export from ServiceNow in writing. If the request is made within 45 days of termination or expiry, ServiceNow will provide the buyer’s Customer Data in ServiceNow’s standard database export format (commonly provided as a MySQL database export). The buyer is responsible for importing the exported data into their chosen target environment and for validating completeness and usability. Constraints and dependencies Export requests must be submitted within the 45-day window. After that period, ServiceNow may delete Customer Data and is not obliged to retain or provide it, subject to legal requirements. Any extraction is subject to agreed security, authentication, and access controls.
• End-of-contract process: Service access ends when the subscription expires/terminates (instances are decommissioned on expiry/termination). Data extraction is available for up to 45 days after contract end. During this period, the buyer can request their Customer Data. Formal export on request: if the buyer submits a written request within 45 days, ServiceNow will provide Customer Data in ServiceNow’s standard database export format. Deletion after retention window: after 45 days, ServiceNow removes/deletes customer instance data (unless legally required otherwise). What’s included in the contract price vs additional cost Included (standard) Database export at no additional charge when requested in writing within 45 days of termination/expiry (standard database export format). Standard retention window (up to 45 days) after contract end to allow export request. Additional cost (if required) Exit management planning / managed offboarding services beyond the standard export process (e.g., detailed exit plan, migration runbooks, rehearsals). (ServiceNow notes “options for an exit management plan”) Data migration/import and validation into the buyer’s target platform (buyer-side activity). Any bespoke export formats, transformations, or selective extraction beyond the standard database export. Extended data retention beyond 45 days (not part of the standard end-of-contract position)
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow mobile UI isn’t identical to desktop and has limitations. Mobile is less customisable, and some desktop customisations aren’t supported (for example adding homepage sections, list-header UI Actions, CSS changes, or module/favourite links to external URLs). Desktop UI Actions and Mobile UI Actions are separate, and mobile uses a single “Mobile” view. Some field/feature types aren’t supported (for example HTML fields and Live Feed). Capability also depends on the app and entitlements: Now Mobile is requestor-focused, Mobile Agent is fulfiller-focused. Mobile browser access may have additional limits.
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Yes — ServiceNow provides multiple service interfaces: Web user interface (browser): standard Now Platform UI for users and agents. Self-service web portal: Service Portal for end users (catalog, knowledge, requests). Mobile interface: Now Mobile (and other mobile apps) for iOS/Android use cases. APIs for integration: extensive REST APIs plus SOAP web services where required.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Service Portal (end-user ticketing interface): ACR covers WCAG 2.0/2.1/2.2 A & AA, Revised Section 508, and EN 301 549 v3.2.1. Testing referenced includes NVDA, JAWS, VoiceOver, TalkBack, ZoomText, and keyboard-only navigation. Virtual Agent (web chat): ACR covers WCAG 2.0/2.1/2.2 A & AA, Revised Section 508, and EN 301 549 (report lists v3.1.1). Now Mobile (native mobile interface): ACR covers WCAG 2.0/2.1 A & AA. Accessibility conformance applies to the evaluated product/release; customer configuration and customisation can impact conformance. Service Portal: evaluated in latest Chrome, Safari, Edge (Chromium) using NVDA, JAWS, VoiceOver, TalkBack, ZoomText, plus keyboard-only operation. Testing combined independent third-party assessments, automated checks, and human testing of workflows. Virtual Agent (web chat): Tested with NVDA, JAWS, VoiceOver, TalkBack, ZoomText, keyboard-only, plus third-party + automated + human workflow testing. Now Mobile (Android): automated checks and human testing/evaluation of workflows
• API: Yes
• What users can and can't do using the API: How users can set up the service through the API Create, read, update, delete records on tables using the Table API (for example users, incidents, requests, knowledge, CMDB records), subject to permissions. Bulk-load/setup data via the Import Set API (insert multiple records into staging tables and trigger transform maps). Discover and test available REST endpoints using REST API Explorer (requires the rest_api_explorer role). How users can make changes through the API Update existing records (e.g., change ticket state/assignment, update request details) using Table API update operations—again, subject to roles/ACLs. Trigger data transformations when loading changes through Import Set API (transform is asynchronous by default). Limitations on setup/changes through the API Permissions/ACLs apply: API calls only work if the calling user has sufficient roles and table/field access. Business rules still apply: server-side logic applies consistently, including for web services/API access. API-specific security controls may need enabling/configuring (e.g., REST API ACLs / access policies) to restrict table access appropriately. Rate limiting/throttling: ServiceNow can enforce inbound REST rate limits (rules can target users/roles/all users). Concurrency/transaction limits exist for inbound REST calls (instance-level limits). Import Set transforms aren’t immediate by default (asynchronous unless configured otherwise)
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Workflows/automation: build and change process flows and triggers. Service Catalog: create/edit catalog items and access controls for catalog. Service Portal UI: branding and user experience using themes/pages/widgets. Workspaces/UI experiences: build/modify workspace and portal pages using UI Builder. Security & access: control who can read/write data using ACL rules. Deploying changes: package and promote configuration between instances (e.g., Update Sets). How users can customise No-/low-code configuration tools (e.g., Flow Designer) to automate multi-step processes. Portal configuration using themes and widgets (clone/extend widgets where needed). Role-based security configuration using ACLs to govern table/field operations. Controlled promotion of changes through Update Sets between dev/test/prod. Who can customise Administrators (typically admin) can perform broad configuration/customisation and manage who else can. Process owners / automation builders with Flow Designer roles (e.g., flow_designer) and feature access granted. Catalog managers/editors with catalog roles (e.g., catalog, itil, catalog_manager, catalog_editor). UI experience builders where UI Builder access is enabled (commonly admin-led). Limitations (setup/changes) Role/permission limits: users can only change what their roles allow. Flow Designer access can be restricted by feature access controls (even among flow users). Portal customisation may require cloning/custom widgets for non-standard functionality. Change promotion controls apply: changes are typically managed via Update Sets/process.

Scaling

• Independence of resources: ServiceNow reduces “noisy neighbour” risk through its multi-instance architecture: each customer typically runs on a separate application instance and database processes, isolating workloads from other customers. It also provides platform controls such as inbound REST API rate limiting (limits can target users/roles/all users) to prevent excessive demand degrading service. A contractual 99.8% monthly availability commitment is commonly provided for production instances. Internal demand within your own instance can still affect performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Built-in Reporting & Dashboards: create and distribute reports showing current instance data (e.g., volumes, SLA performance) and publish them on dashboards/portals. User Experience Analytics: tracks application usage and adoption (e.g., Service Portal, Virtual Agent, mobile), with analytics such as user/application usage, events, user flows, session details, etc. Performance Analytics (Platform Analytics): KPI-based metrics and trend dashboards for process performance and optimisation. Subscription/License usage metrics: “Subscription Management” provides reports to monitor subscription allocation and usage trends (user-based and capacity-based). Instance performance telemetry: (via ServiceNow Impact’s Instance Observer) lets customers visualise instance telemetry and performance trend
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: ServiceNow

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• 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
• 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

Data importing and exporting

• Data export approach: Users can export data from ServiceNow via standard platform options. Authorised users can export from lists/reports in the UI to formats such as CSV/Excel, PDF, and XML. They can also run repeatable exports using supported export URL processors (CSV/Excel/PDF/XML), where enabled. For programmatic extraction, users can use ServiceNow REST/web services (e.g., Table API) with pagination for larger datasets. Export is controlled by roles/ACLs and instance settings; practical export limits vary by method/configuration
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
  • Google sheets
  • Excel
  • List exports available in JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • XML
  • JSON
  • Custom parse by script

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Encryption in transit Certificate-based authentication of the service endpoint Network access restrictions (optional): Buyers can restrict access to their instance using IP Address Access Control (allow/deny rules), including limiting access to corporate/VPN ranges
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: For ServiceNow production instances, the Availability SLA is 99.8% “Available” time per calendar month, excluding Excused Downtime Excused Downtime includes: Maintenance Time up to two hours per month, and Unavailability caused by circumstances beyond ServiceNow’s control (for example general internet outages, customer connectivity/VPN issues, force majeure, or third-party attacks). If the monthly availability falls below 99.8% (excluding Excused Downtime), the contractual remedy is subscription term extension or a service credit, requested within the timeframe set in the agreement.
• Approach to resilience: ServiceNow is designed for resilience using redundancy, isolation, and practiced failover: Multi-instance architecture: each customer has separate application nodes and database processes, so other customers’ workloads/maintenance don’t impact your instance. Paired data centres (colocation facilities): production data is hosted in both facilities simultaneously, kept in sync using asynchronous database replication. Highly available infrastructure: facilities use redundant components, multiple network paths, multi-homed internet connectivity, and redundant power sources to avoid single points of failure. Resilient operations model: ServiceNow can proactively transfer an instance between paired facilities for maintenance without impacting availability, and can transfer for restoration if infrastructure components fail. Regularly exercised transfer/failover: transfers are executed as part of standard operating procedures to reduce disruption when failover is needed. Operational monitoring: “follow-the-sun” SRE operations provide continual monitoring and support.
• Outage reporting: ServiceNow reports outages through platform communications and in-service notifications: Now Support (ServiceNow Support Portal): Buyers can view instance-related communications and updates (including maintenance and other service communications) in the Now Support Maintenance Center. Email/SMS notifications from Now Support: Registered instance users can receive Now Support notifications by email and SMS for events that concern them, and manage notification preferences. Planned maintenance notifications: ServiceNow documents a customer notification procedure for maintenance that may affect availability (notice period depends on the maintenance type/urgency). In-instance user communications (customer-managed): Buyers can communicate service outages/degradations to end users via Service Portal service status widgets and outage records (linked to incidents/major incidents). Optional: targeted user alerts: The platform can send email/SMS notifications for ticket updates/outage-related activities, if configured by the buyer

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: TBC
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 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 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:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO/IEC 27001:2022 Information Security Management ISO/IEC 27017:2015 cloud security controls) ISO/IEC 27018:2019 PII protection in public cloud ISO/IEC 27701:2019 Privacy Information Management ISO/IEC 22301:2019 Business Continuity Management SSAE 18 SOC 1 Type 2/SOC 2 Type 2 reports ISO/IEC 42001 AI Management System governance ISO/IEC 20000-1 IT service management system
• Information security policies and processes: ServiceNow describes its information security program as being governed by an Information Security Management System (ISMS) with associated security policies, standards, and procedures, implemented through an extensive library of standard operating procedures (SOPs). Security governance framework Security framework aligned to ISO/IEC 27002 and operated under an ISO/IEC 27001-certified ISMS. Independently audited/certified against standards including ISO/IEC 27001, 27017, 27018, 27701, and SOC 1/ SOC 2 Type 2 (among others listed). Defined risk management processes with regular risk assessments and formal risk categorisation. Core information security policies and processes (examples ServiceNow lists) ServiceNow’s SOP library includes documented processes for: Security incident response Data handling Secure development procedures Risk assessment Incident, problem, and change management Access entitlements and access review Configuration management Vendor risk management These documents are reviewed/updated on significant change or at least every two years under a managed programme. Operational controls and customer-facing governance features (examples) Data classification, data discovery, data anonymisation, and data retention procedures to support customer governance requirements. A dedicated Cloud Assurance function manages governance and compliance activities and supports annual third-party reviews.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: ServiceNow has a formally documented change management process that uses an internal ServiceNow instance to track change requests and approvals. All changes to production environments must go through the change management process. Change requests must include the change procedure, risk, and back out plans. Change requests are reviewed and approved by the Change Advisory Board (CAB). All assets are tagged and tracked though the ServiceNow CMDB.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: ServiceNow's Infrastructure stack is customized at each layer to specifically support the only application residing in the ServiceNow private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. With each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. Once it is determined that a patch needs to be deployed, the process then follows the Change Management process to identify the assets, the risk and potential impact.; ; Further details are available on request.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: ServiceNow has an implementation of Sourefire for IDS and Splunk for SIEM. The IDS system monitors inbound traffic in the DMZ. Splunk does log collection on network devices, IDS and servers used to support customer information. These systems are monitored with both proactive alerting and regular log files reviews. Events are responded to within 24 hours.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: ServiceNow incident response:; 1) All incidents must be reported to the service desk. All ServiceNow staff are told to make use of this mechanism for reporting any issues.; 2) The service desk staff members have been trained in the case of a security incident to use the on-call rotation staff to contact the appropriate on call security representative. Available 24x7x365.; 3) The on-call security staff have been trained to carry out investigation and activate any resources through the SME rotation staff, either network/system engineering/development/legal/executive/any other teams who may be required.; ; Further information available upon request
• 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: 0.0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7.5%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Sunday 4 January 2026
• What the ISO/IEC 27001 doesn’t cover: All submitted services are within the scope of our certification: "Management of information security relating to the provision of service management and IT operation". The certification scope is defined as whole company / all geos worldwide.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Monday 18 December 2023
• What the ISO 9001 doesn’t cover: All submitted services are within the scope of our certification: "Provision of Service Management activities". The certification scope is defined as whole company / all geos worldwide.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6871edb1-e0e8-4b6a-b2e0-fa503bc9e1c1
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D27bd924-95b2-4e2b-9fc2-ee2678fb99ec
• Other security certifications: Yes
• Any other security certifications:
  • TISAX L3 VERY HIGH protection
  • ISO/IEC 27017:2015
  • ISO/IEC 27018:2019
  • ISO/IEC 27701:2019

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
    • 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
    • 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

  • 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
    • 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
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • 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
    • 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

  • 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
    • 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
    • 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

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