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Trusted Delivery

Guaranteed Internal Communications Email Delivery for NHS and Healthcare

Trusted Delivery from NewZapp. NHSmail email delivery guaranteed.
We are a trusted email service provider that will deliver all of your internal communications emails to your NHS employees every single time. No spoofing issues. No junk folders. No warnings of external emails.


  • ISO27001 & Cyber Essentials certified. 100% UK Based servers.
  • No unsubscribe button for staff to opt-out of communications.
  • Send from and email addresses.
  • Real-time reporting, heatmap analytics and exportable campaign reports.
  • Industry leading drag & drop editor for quick content creation.
  • NHS branded email templates
  • Reach all staff with a platform designed for NHS communications
  • Advanced email analytics integration with Microsoft Power BI.
  • Free setup, onboarding and ongoing support with dedicated account managers.
  • Contact list grouping and dynamic segmentation


  • Guaranteed email delivery
  • Improved internal communications
  • No spoofing issues
  • Excellent customer service
  • No external warning banner on emails
  • Enhanced employee engagement
  • Mobile responsive emails
  • Named user licencing with full audit logging
  • Quicker than sending via Microsoft Outlook
  • Easy setup and onboarding


£2,000 a licence a year

Service documents

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G-Cloud 13

Service ID

1 1 9 5 8 0 5 5 6 9 8 2 8 6 7


Trusted Delivery Darren Hepburn
Telephone: 01392447200

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
The software requires an internet connection and a secure browser window
System requirements
  • Connection to the Internet
  • Web browser access

User support

Email or online ticketing support
Email or online ticketing
Support response times
All tickets are logged with our support desk software. The individual response time will vary depending on the complexity and if posted out of office hours. However, we aim to respond to all support requests within four hours.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
We use Zoho Desk for our web chat facility. They have worked with a visually impaired (70% sight loss) web developer for over 12 months. He was able to use the system with a help of a monitor specially designed to assist users with visual difficulties.
Onsite support
Yes, at extra cost
Support levels
Full access to our online support desk which can be accessed via email, live chat and telephone.

Our service includes access to an dedicated account Manager, whose role is to help customers to get the best use of our service offering ideas and sharing best practice and the experience of the user community.

We offer regular account reviews for customers to help improve employee engagement and review the potential use of additional services.

Our support team are based in the UK and can be reached on +44 (0)1392 447200
Support available to third parties

Onboarding and offboarding

Getting started
Trusted Delivery Onboarding begins at the point the organisation becomes a new customer. The new users are greeted by a dedicated Account Manager who works towards creating an onboarding plan.

The plan is designed to ensure the setup and implementation
meets the customer needs, and is providing the results the customer wants as quickly as possible.

Key stages are:
Introduction meeting.
Technical setup.
Template design.
System training.
First campaign walkthrough.

Further information can be found here:
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
All account data is retained for the life of the purchase licence term. When the account is closed, we will ask what you want us to do with your data. If you do not ask us to delete it sooner we will delete the data within 30 days.
End-of-contract process
At the end of the contract Trusted Delivery shall no longer provide the Services to the Customer and the Customer shall promptly cease using the platform.

Each party shall promptly destroy all Confidential Information of the other party in its possession. Within 30 days following termination, the Customer may retrieve the data in accordance with established and reasonable system access procedures.

After such period, Trusted Delivery will have no further obligation to store and/or make the data available.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The reporting interface has been optimised for large screen mobile devices. The editing and contact interfaces, while not designed or tested specifically for mobile devices, does allow access to certain features.
Service interface
User support accessibility
WCAG 2.1 A
Description of service interface
The user interface enables administrators to easily create and send bulletins and alerts to lists of NHS staff, analyse data reports and fully manage the service.
Accessibility standards
WCAG 2.1 A
Accessibility testing
The user interfaces are fully accessible and support WCAG 2.1 A compliance. The service has been used by poor/partially sighted customers who provided feedback and guidance on accessibility in both the user and administrator interfaces.
What users can and can't do using the API
The service has a comprehensive open API that permits extensive use of the service, from sending messages to adding and managing contacts.

Details of how to setup, change and administer can be found here:
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Customisation available
Description of customisation
The internal communications emails in the form of the newsletters or flyers or event invites can be customised to the customer branding.

Personalised greeting can be added through mail merge.

The subject line and sender details can be personalised. This allows the sender to personalise the From Name, From Email Address and Reply-To Address so they are targeted at the particular subscribers receiving the communications.

Drag & Drop provides the user creating the email the ability to move articles around their emails by dragging and dropping into position. Trusted Delivery also provide the functionality to add, move and delete components within emails.

Other possibilities also exist.


Independence of resources
We have been providing our services for over 20 years and have never experienced a resources issue. We are capable of sending millions of emails an hour and have redundant virtual servers ready to be commissioned should the need ever arise.


Service usage metrics
Metrics types
Once your emails have been sent you can view their performance with our real-time reporting. See which individuals have opened and clicked on emails. Understand how your emails are being read with hotspot overlay. Know the best time to send your emails with the timeframe heatmap. Establish what devices your employees use to access your emails. Create branded PDF reports to share with your colleagues. Export reports into Microsoft Excel for further analysis.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Data (including contact data/email addresses, content data/email articles, subscriber activity data/employee engagement reports) can be extracted by authorised users via the web UI (in CSV, HTML or PDF formats). Or via the API (in XML format).
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • HTML
Data import formats
  • CSV
  • Other
Other data import formats
  • XLS
  • XLSX

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
We will provide NewZapp in accordance with the following Service Levels:
Uptime will be a minimum of 99%;
We will send 99% of Messages within two hours of the Scheduled Send Time.
We will perform security and system updates which may incur scheduled Downtime. Our aim is to perform these outside of normal business hours unless there is an emergency. We will communicate all such downtime and its likely duration not less than 24 hours prior to its occurrence.
For more information please see section five of our terms and conditions here:
Approach to resilience
NewZapp Trusted Delivery commits to its Service Level Agreement. For 20 years our highly scalable cloud based platform has been hosted in UK based secure data centre. We are RIPE members and have our own IP address allocation.
Outage reporting
Email and sms alerts to our development team are issued should we have a Severity 1 critical production issue affecting all users that severely impacts use of the software.
Clients will be contacted via email within the hour and regular updates will be posted on our login screen, social media and system newsfeed.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
NewZapp Trusted Delivery is a dedicated named multi-user licencing system with email non-generic email address usernames that must be verified before access is granted. Passwords are only known by the user, should it be forgotten it will need to be reset.

We do not allow "sharing" of user logins, monitoring ip address and system information to identify multiple logins.

If a user is logged in, no one can login with the same username and password without ending the current session.
Access restriction testing frequency
At least every 6 months
Management access authentication
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
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
Initial Certification 11/05/2021 valid until 10/05/2024
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
IDM Award in General Data Protection Regulation

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Certified
Information security policies and processes
Trusted Delivery has many security policies and processes that support both ISO 27001 and Cyber Essentials certification.

Failure to follow the security policies/processes can result in disciplinary action up to and including termination as per our accepted employment terms. Security reports through the Operations director who reports to the Managing Director who is a member of the board and responsible for security.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
User story statements are created for all changes. These stories include information on potential customer impact.

Any changes and rollouts are reviewed during daily development management meetings and must be approved before being implemented.

Change controls and processes are independently assessed for compliance with ISO27001 tolerances.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vulnerability management controls are regularly checked for compliance with ISO27001 tolerances.

The development team meet on a monthly basis to review any potential vulnerabilities and identify timelines and ensure that issues are addressed.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Monitoring controls are assessed to relevant ISO27001 standards.

If a breach is confirmed, the customer support team reaches out to all impacted customers immediately and provides updates every hour until the issue is contained.
Incident management type
Supplier-defined controls
Incident management approach
Incident management protocols are assessed to ISO27001 standards.

Users can report incidents by telephone or email. This starts a process which includes identifying and closing down any affected areas of the system.

The incident is reported to customer support so they can liaise with any impacted customers. Incident report updates are sent every hour.

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 v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

It is the responsibility of us all to fight climate change. We belong to a group dedicated to fighting climate change. We wanted a way to not just offset our carbon footprint but to identify where our carbon emissions come from in our business, how we can reduce these before looking at how we can effectively offset these remaining emissions with the ambitious goal of going beyond net zero greenhouse gas emissions.
We provide all employees with the opportunity to benefit from a company electric vehicle scheme and 30% of our workforce now drive electric vehicles. We support a cycle to work scheme, encourage employees to walk to work where possible or use public transportation.
As part of our goal to go beyond net zero we have created a new business called “Beyond Carbon” which has a multi-faceted approach to fighting climate change. We have purchased 35 acres of land nearby to where we are based in Devon and are in the process of planting over 12,500 trees as part of the creation of a new complex community woodland. The new woodland will sequester more than 65 tonnes of CO2 per year. It is widely proven and accepted that we need to reduce the amount of CO2 in the atmosphere, and we can as a business contribute greatly to this global challenge as trees will extract CO2 from the air and convert it into oxygen and plant material through photosynthesis.
Beyond Carbon intends to use the carbon reduction, woodland and habitat creation to help other local businesses fight climate change as well by offering workshops, shared learning experiences and offering local schools the opportunity to be involved directly in the project.
It is our intention to attain ISO14064 and PAS 2060 accreditation.
More details can be found here:
Covid-19 recovery

Covid-19 recovery

COVID-19 has had a devastating effect on the economy, our communities, how and where we work and the mental and physical health of many people. The strain on our health and care services has never been greater.
Several customers have struggled incredibly because of COVID-19, especially within the hospitality sector. We have supported them through extended payment terms, extended contract terms and in cases of severe impact we have opted to provide our services completely free of charge to enable these customers to have extra financial headroom to recover.
We are supporting new employment opportunities for those left struggling to find employment because of COVID-19, especially the youth workforce who have been disproportionality affected. New jobs have been created via the Government Kickstart scheme which has resulted in new permanent employment at NewZapp Communications. We continue create new employment opportunities as we grow.
We are supporting Modern Apprenticeships to allow our youth employees to benefit from employment at the same time as gaining a recognised qualification in our high-tech industry.
We have delivered a Mental Health Charter at NewZapp Communications that supports all our employees to achieve a healthy work/life balance and to provide support where needed. All employees are now entitled to counselling sessions every year fully funded by us.
Our workforce is now enabled to work remotely where practical and more than 50% of our workforce now remote work on at least 1 day a week.
We actively encourage our workforce to use sustainable travel solutions including walking to work, public transport, and electric vehicles. We provide all employees with the opportunity to benefit from a company EV car scheme. 30% of our employees have now switched to an electric vehicle.
Tackling economic inequality

Tackling economic inequality

NewZapp Trusted Delivery is a 100% privately owned small British business. We are owned by the founding entrepreneurs and continue to grow by innovating within our industry. Due to our size, we can react and deliver solutions quicker than our larger competitors. Based in the Westcountry we bring high-tech employment to a predominantly rural area.
We have a long history of creating employment and training opportunities and our investment in our employees is rewarded with more than 60% of our workforce having worked for NewZapp Communications for longer than 5 years, significantly above the national average.
NewZapp delivers solutions to schools, universities, public infrastructure organisations and NHS Trusts. Our solutions deliver ways to communicate with an organisations entire workforce whether they are based on premise or work remotely. Our communications solutions for the NHS have been recognised for the benefit they bring to NHS Trusts with an award for Technology & Innovation.
As part of our Social Value Charter, we recognise the importance of our role in fighting climate change which has led to the creation of a new business within our group focused entirely on exactly that.
Equal opportunity

Equal opportunity

As an employer we recognise the value that every one of our employees brings to our business. Our inclusive approach to employment is supported by our mental health charter, our workplace being suitable for those with physical disabilities and our approach to providing all employees with ongoing training. We provide extra equipment to support employees with disabilities including screens, screen readers, desks, chairs and other equipment as necessary.
We do not tolerate discrimination of any sort within our workplace.


We have an active Mental Health Charter at NewZapp and recognise the importance of supporting all employees with their physical and mental health. We provide extra equipment to support employees with disabilities including specialist screens, screen readers, desks, chairs, and other equipment as necessary. We provide all staff with free access to counselling to support their mental wellbeing and promote an active calendar of employee social events to help all employees feel as equally valued outside of the workplace as they are in the workplace.


£2,000 a licence a year
Discount for educational organisations
Free trial available
Description of free trial
We offer a free 30 day trial of the software so you can do a full campaign to your NHS contacts with no obligation.
Link to free trial

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.