Jaid

Jaid Agentic CRM

Jaid is a cloud-hosted SaaS platform that uses AI to interpret and automate complex communications, extract actionable data, and streamline case management workflows. It accelerates operational efficiency, improves insight and accuracy, and integrates with existing systems to support public-sector teams with secure, scalable, auditable process automation.

Features

• Cloud-hosted SaaS platform accessible via browser and API
• AI-powered interpretation of complex written communications
• Automated data extraction from correspondence and documents
• Case classification and workflow automation
• Configurable business rules and decision logic
• Integration with existing case management and back-office systems
• Secure role-based access control
• Full audit trails and activity logging
• Scalable architecture for high-volume processing

Benefits

• Reduces manual effort in processing complex communications
• Accelerates case handling and response times
• Improves consistency and accuracy of decision-making
• Integrates without replacing existing systems
• Scales easily to meet fluctuating demand

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 simon.nadin@jaid.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

104454235316110

Contact

Simon Nadin
07966371952
simon.nadin@jaid.io

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

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: - Case management systems ; - Ticketing systems ; - Email servers ; - Transactions processing systems
• Cloud deployment model: Private cloud
• Service constraints: Service is provided as a private or multi-tenant SaaS platform.; ; Configuration is limited to available platform settings and workflows.; ; The service does not replace statutory decision-making responsibility.; ; Accuracy of outputs depends on the quality and completeness of input data Integration availability depends on supported APIs and customer systems.; ; Data residency is limited to the hosting regions offered by the service.; ; Custom feature development is subject to separate agreement.; ; Users require appropriate training to maximise effective use.; ; The service supports OFFICIAL data; higher classifications are out of scope.
• System requirements:
  • User authentication credentials provided by the service
  • Optional: API access for system integration
  • Optional: Supported data formats for document and message ingestion
  • Modern browser (latest versions of Chrome, Edge, Firefox, or Safari)

User support

• Email or online ticketing support: Yes
• Support response times: Jaid provides user support by email during UK business hours (8:00am–6:00pm, Monday to Friday, excluding public holidays). Support covers service usage, incident investigation, and issue resolution. Updates and upgrades are included in the subscription. Customers manage their own users and access permissions.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: N/a
• Onsite support: Yes, at extra cost
• Support levels: A single standard support level is provided for all customers.; ; Support is delivered by email during UK business hours (8:00am–6:00pm, Monday to Friday, excluding public holidays). Support covers service use, incident reporting, fault investigation, and general assistance. Support costs Standard support, including maintenance, updates, and upgrades, is included within the SaaS subscription fee. There are no separate charges for different support levels. Technical account management The service does not include a dedicated technical account manager or named cloud support engineer. Support is provided by authorised Jaid support personnel through the standard support channel.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Users are supported to start using the service through online documentation and guidance provided as part of the subscription. This includes instructions on accessing the service, basic configuration, and day-to-day use. Email support is available during normal UK business hours to help users with setup questions and initial use. The service does not include onsite training as standard. Any additional training or onboarding support can be discussed separately if required. Full training and user orientation can be provided at additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract ends, users can request a copy of their data from the service. Customer data is provided in an industry-standard format and transferred securely. Data extraction is supported within a reasonable timeframe following termination. Once data has been returned, remaining customer data held by the service is securely erased when requested, in line with agreed data handling and retention processes. Data is not retained or reused after contract termination except where required by law.
• End-of-contract process: At the end of the contract, access to the service ends in line with the agreement. Users can request a copy of their data, which is provided securely in an industry-standard format. Following contract termination and data return, customer data can be securely erased on request, in line with data handling obligations. What’s included in the contract price The contract price includes access to the service, standard user support during UK business hours, maintenance, and software updates and upgrades for the subscription period. Additional costs Any non-standard services, such as additional training, extended onboarding, or bespoke support, are not included and would be subject to separate agreement.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: The service is accessed through a secure, browser-based web interface. This interface allows authorised users to access service functionality, manage their work, and view results. Where required, the service also provides API-based interfaces to support integration with other systems. Access to all interfaces is controlled through authenticated user accounts and role-based permissions.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: N/a
• API: Yes
• What users can and can't do using the API: The service provides an API that allows authorised users and systems to interact with core service functions. Using the API, users can submit data for processing, retrieve results, and integrate the service with other applications. Initial service access is enabled through user accounts; core service configuration is managed through the web interface rather than the API. The API supports controlled changes to operational data and workflows where permitted, using authenticated and authorised requests. Administrative functions, user management, and security configuration are restricted to the service interface and are not exposed through the API. API usage is subject to authentication, authorisation, and usage limits to protect service stability and security.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service is typically configured rather than customised. Users can tailor the service using built-in configuration options without changing the underlying software. Configurable elements include workflows, rules, templates, and user permissions. The architecture enables fully custom agents and plug-ins to be deployed. Configuration is carried out through the secure web interface. Changes take effect without requiring code changes or service downtime. Only authorised users, typically administrators, can configure the service. Standard users can access and use configured features but cannot alter system settings or security controls.

Scaling

• Independence of resources: The service is delivered using a scalable, elastic cloud architecture designed to manage varying levels of demand. Capacity is actively monitored and automatically adjusted to maintain consistent performance as usage changes. Workloads are isolated to prevent one customer’s activity impacting others. The service uses standard cloud resilience and throttling controls to protect overall stability and prioritise fair resource use. Performance is regularly reviewed, and operational controls are in place to identify and address demand-related issues before they affect users. Customers do not need to manage capacity or scaling themselves.

Analytics

• Service usage metrics: Yes
• Metrics types: Configured for each client
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • 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:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Customers can extract their data on request in a commonly used format. Customer data is provided in an industry-standard format and transferred securely. Data export can be requested during the contract term or following contract termination and is supported within a reasonable timeframe. After data export is completed, remaining customer data can be securely erased on request, in line with agreed data handling and retention processes.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • JSON
  • Any reasonable format
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • JSON
  • PDF
  • TXT
  • XML
  • Data can be consumed in any form

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)

Availability and resilience

• Guaranteed availability: The service is designed to be highly available and is supported by service availability commitments as defined in the SaaS agreement, including quarterly availability targets and service credits where applicable.
• Approach to resilience: Available on request
• Outage reporting: API. Can be configured to client needs

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 to authorised personnel only. Administrative access is granted on a least-privilege basis and reviewed regularly. Users and administrators are uniquely identified and authenticated before access is permitted. Support channels are controlled and monitored, with access limited to approved support staff. Customer information shared through support channels is handled securely and only used to resolve reported issues. Access is removed promptly when staff no longer require it or leave their role.
• 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: 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: User-defined
• How long system logs are stored for: Between 6 months and 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: Complaint with ISO 27001
• 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: Configuration items for the service are documented and tracked throughout their lifecycle, including creation, update, and retirement. Changes are controlled through defined change management processes to maintain service stability and security. All proposed changes are assessed for potential security impact before implementation. This includes reviewing risks, dependencies, and any effect on data protection or access controls. Security-relevant changes are prioritised, tested, and implemented in a controlled manner to minimise risk to users and the live service iaw ISO 27001 standards
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerabilities are managed through a structured process aligned to industry best practice. The service is regularly monitored and scanned to identify potential vulnerabilities and emerging threats. Identified risks are assessed based on severity, exploitability, and potential impact on the service and customer data. Security patches are prioritised according to risk. Critical and high-severity vulnerabilities are addressed as soon as possible and within one month of a fix being available, with mitigations applied where immediate patching is not possible. Information about potential threats is obtained from cloud service providers, software vendors, security advisories, vulnerability databases, and ongoing security assessments
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is used to help detect potential security incidents and service issues. The service generates and retains security and operational logs, including user access activity and system events. These logs are monitored to identify unusual behaviour that could indicate a potential compromise. When a potential compromise is identified, it is investigated promptly to confirm impact and scope. Appropriate actions are taken to contain the issue, reduce risk, and protect service integrity and customer data. Incidents are responded to as soon as they are identified, with investigation and remediation actions prioritised based on risk and potential impact.
• 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: Incident management is handled using defined processes (ISO27001) for common security and service events, including access issues, service disruption, and security incidents. These processes support consistent triage, investigation, and resolution. Users report incidents by contacting the service support team via email during normal support hours. Reported incidents are logged and assessed to determine severity and impact. Where an incident affects the service or customer data, users are informed and provided with appropriate information. Incident updates and summaries are shared by email, and investigation details are provided where reasonably required.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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: 7%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 25%
• Between £2,500,001 and £5,000,000: 35%
• Over £5,000,001: 40%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 4 June 2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• 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
    • 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
    • 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
    • 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
    • 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 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
    • 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

  • 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.

    • 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

    • 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

  • 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.

    • 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

    • 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • 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

  • 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.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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
    • 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 simon.nadin@jaid.io. Tell them what format you need. It will help if you say what assistive technology you use.