JUICY MEDIA LIMITED

Digital Commerce - Shopify

We design, build, optimise, and support Shopify and Shopify Plus stores that are fast, scalable, and easy for teams to manage. From theme builds and UX improvements to complex integrations and custom apps, we deliver clean, maintainable solutions that improve conversion and reduce operational friction.

Features

• Sales, orders, and inventory reporting via Shopify analytics dashboards.
• Remote admin access for secure multi-team store management.
• Customer, product, and order syncing using APIs and webhooks.
• Custom workflows, integrations, and operational automation.
• Delivering faster page loads and improved Core Web Vitals.
• Personalised content, bundles, and upsell journeys.
• SEO-safe, metadata mapping, and structured data.
• Secure payments and checkout configuration with fraud controls.
• POS, marketplaces, social selling and fulfilment integration.
• Monitoring and alerting for uptime and errors.

Benefits

• Publish products, pages, and blogs from any device, anywhere.
• Quickly update prices, stock, and promotions while on the move.
• Automate fulfilment, notifications, and refunds to reduce manual admin.
• Sync customer, order, and inventory data across connected business systems.
• Create reusable page sections so teams launch content faster.
• Approve changes with roles and workflows, preventing accidental store edits.
• Track performance instantly and adjust campaigns using real-time dashboards.
• Bulk edit products and collections to save hours each week.
• Standardise processes with custom apps and guided admin interfaces.
• Resolve issues faster with monitoring, alerts, and supported incident response.

• Education pricing available
• Free trial available

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 adam.smethurst@juicymedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

122782929730650

Contact

Adam Smethurst
0161 464 9252
adam.smethurst@juicymedia.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
• 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: Our Shopify development service commonly extends Shopify/Shopify Plus with integrations to ERP, CRM, PIM, WMS/3PL, accounting, marketing automation, email/SMS, customer support, analytics, and search/personalisation platforms. We connect via APIs/webhooks and middleware (e.g., iPaaS) to synchronise products, customers, orders, inventory, fulfilment, and reporting.
• Cloud deployment model: Public cloud
• Service constraints: Service constraints include Shopify platform limits and third-party app dependencies. Some requirements may need Shopify Plus (e.g., advanced B2B, checkout extensibility). Scheduled maintenance or releases may require short change windows, typically out of trading hours. Integrations rely on external APIs and credentials; upstream outages or rate limits can affect sync times. Customisations are constrained by theme architecture, app compatibility, and Shopify’s security policies. Support for local development/testing depends on approved tooling and access to the buyer’s Shopify environments.
• System requirements:
  • Active Shopify or Shopify Plus subscription with admin access
  • Verified domain access for DNS changes, SSL, and email
  • Access to payment provider accounts and relevant merchant credentials
  • API for ERP, CRM, PIM, WMS, and marketing platforms
  • Modern web browser for admin use: Chrome, Edge, Firefox, Safari
  • Git repository access for theme/app code version control
  • Staging and production Shopify environments for safe release management
  • Two-factor authentication enabled for all admin and third-party accounts
  • Third-party app licences required for selected store capabilities
  • GA4, GTM, and optional consent management platform

User support

• Email or online ticketing support: Yes
• Support response times: We provide support via email and an online ticketing system. Standard response times are within 1 business day (Monday–Friday, UK business hours). For critical incidents affecting availability or checkout, we acknowledge and begin triage within 4 hours during business hours. Weekend cover is available for priority incidents by prior agreement; otherwise requests received on Saturday/Sunday are responded to on the next business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We select components that meet WCAG 2.2 AA expectations and verify accessibility as part of release QA (keyboard navigation, focus management, screen reader labelling, colour contrast, and error messaging). If a buyer requires an accessible web chat channel, we can implement one and complete structured testing with assistive technologies (e.g., NVDA/JAWS/VoiceOver, keyboard-only) and user testing with assistive technology users as part of acceptance.
• Onsite support: Yes
• Support levels: Level 1 – Standard (included with warranty / optional retainer); Business-hours support (Mon–Fri, UK). Response within 1 business day. Covers incident triage, bug fixes, minor content/config guidance, and small improvements. Includes a named account manager.; ; Level 2 – Enhanced (extra cost); Faster response targets and proactive maintenance: app/theme updates, performance checks, security hardening guidance, integration monitoring, and scheduled release windows. Includes a Technical Account Manager (TAM) and access to a cloud support engineer/developer for escalations.; ; Level 3 – Critical / Extended Hours (extra cost); For high-availability stores needing out-of-hours cover. Priority incident response with agreed SLAs (including weekends/holidays), monitoring and alerting, and defined incident communications. Includes TAM plus an on-call engineer rota.; ; Costs: Support is priced as a monthly retainer based on store complexity, integrations, and required SLA/coverage. We provide a fixed monthly price per level following onboarding and service scoping.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Kick-off and discovery: confirm goals, scope, success measures, and key users.; ; Access and setup: secure admin access, environments (staging/production), domains, and integration credentials.; ; Configuration and build: implement the agreed Shopify setup, theme, apps, and integrations with documented decisions.; ; Data/content onboarding: support product/content import, taxonomy, redirects, and SEO essentials.; ; Training: role-based training sessions delivered online (and onsite by arrangement) covering daily admin tasks, content updates, promotions, order management, and reporting.; ; Documentation: provide admin guides, “how-to” videos or walkthrough notes (where needed), release notes, and a runbook for integrations and support escalation.; ; Go-live support: launch checklist, monitored release window, and post-launch stabilisation/warranty period with a dedicated support channel.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At contract end, users retain full ownership and access to their Shopify store data. Data extraction is completed using Shopify’s built-in export tools and, where needed, API-based exports.; ; Admin exports: products, customers, orders, and key reports can be exported from Shopify Admin (CSV where supported).; ; Theme and content: we provide the latest theme code repository (or a ZIP export), configuration notes, and any custom section/app documentation.; ; Integrations and logs: we supply integration configuration, data mappings, and operational runbooks; any data we hold in external systems (e.g., middleware dashboards, error logs) is exported in common formats (CSV/JSON) or provided as an archive.; ; Custom apps: we hand over source code (if contractually agreed), deployment instructions, and credentials transfer steps.; ; Offboarding support: we agree a transition plan, revoke our access, and support buyer or successor supplier handover securely.
• End-of-contract process: At contract end we run a structured offboarding to ensure continuity and secure exit. We agree an exit timetable, confirm the services to be terminated, and complete a final service review (open tickets, risks, and outstanding changes). We provide handover documentation (runbooks, architecture/integration notes, release history), export data as required, transfer repositories and assets, and securely remove our access (accounts, API keys, shared credentials). We then confirm completion in writing and close the contract.; ; Included in contract price: standard offboarding coordination, access removal, provision of existing documentation, and reasonable assistance to export Shopify data and transfer theme/app code already delivered under the contract.; ; Additional cost: any new development or change requests during exit, complex bespoke data exports/reporting, extended transition support beyond the included period, out-of-hours work, third-party app or platform fees, and onboarding support for a new supplier if it requires substantial workshops or reconfiguration.
• Documentation accessibility standard: WCAG 2.2 AA

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: Yes
• Differences between the mobile and desktop service: The Shopify admin and ticketing portal are fully usable on mobile browsers, but complex bulk edits, theme configuration, and detailed reporting are generally faster on desktop due to screen space and multi-panel workflows.; ; End-user storefronts we build are mobile-first: layouts, navigation, and checkout are optimised for touch, smaller screens, and variable connections.; ; Some advanced admin tasks (e.g., CSV import/export, code reviews, multi-tab comparisons) are better suited to desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Our service interface is the buyer’s Shopify Admin plus our support ticketing portal. Shopify Admin provides secure, role-based access to manage products, content, customers, orders, apps, discounts, analytics and integrations. Our ticketing portal provides request logging, priority selection, attachments, status tracking, change requests, release notes and an auditable history of actions and communications. Where required, we also provide integration dashboards and reports (for sync status, errors and processing queues) to help teams monitor connected systems and resolve issues quickly.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We do not control Shopify Admin’s UI, but we apply accessibility checks to the interfaces we supply (ticketing portal configuration, dashboards, custom apps, and any storefront components we build). Our testing includes keyboard-only navigation, visible focus states, logical tab order, form labels and error messaging, colour contrast checks, and screen reader spot-checks (NVDA/JAWS on Windows and VoiceOver on macOS/iOS where available). We also validate responsive behaviour and zoom/reflow at 200%+ to support low-vision users. Where a buyer requires formal assistive-technology user testing, we can plan moderated sessions with assistive technology users and capture findings as part of UAT acceptance criteria.
• API: Yes
• What users can and can't do using the API: Users can use Shopify’s Admin API (REST/GraphQL) and Storefront API, plus webhooks, to automate and integrate their store.; ; Set up through the API: create and update products, variants, collections, inventory, locations, customers, draft orders, discounts, metafields, files, and some store settings; register webhooks; create app configurations and access tokens (via approved app flows).; ; Make changes through the API: sync stock and pricing, update content and metadata, manage orders and fulfilments, create refunds/returns (where supported), tag customers/orders, trigger workflows, and capture events via webhooks for downstream processing.; ; Limitations: API access requires an app with approved scopes and authentication; rate limits apply; some admin actions remain UI-only or have restricted endpoints; checkout/payment functions are constrained by Shopify policies and plan level (some capabilities require Shopify Plus). Third-party app data is only accessible if the app exposes APIs. Changes affecting theme code or app deployments require standard release controls rather than direct ad-hoc API edits.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customised: theme layout and components (OS 2.0 sections, templates, navigation), branding and content, product/collection structures, metafields, customer journeys (search, filtering, merchandising, bundles/upsells), checkout configuration within Shopify rules, shipping/tax rules, and automation/integration behaviour (ERP/CRM/WMS sync, webhooks, reporting).; ; How users can customise: through Shopify Admin settings, theme editor, app configuration, and (where needed) custom development in Liquid/JavaScript, Shopify Functions, or bespoke apps/integration services. We also provide documented configuration and change processes so updates are controlled and auditable.; ; Who can customise: buyer admins and authorised users can make content/config changes in Shopify Admin. Code-level changes are typically performed by our developers (or the buyer’s technical team) under version control and release management, with role-based access and approval workflows to protect trading operations.

Scaling

• Independence of resources: Shopify provides a multi-tenant public cloud platform designed to scale across merchants, so store performance is managed by Shopify’s underlying infrastructure. On our side, we isolate each buyer with separate repositories, environments, credentials, and integration configurations. Where we host integration services, we use per-client queues, rate limiting, and resource quotas to prevent noisy-neighbour effects, plus monitoring/alerting for saturation. We schedule releases per client and avoid shared “one-size” deployments that could impact other buyers.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide usage and operational metrics including: store traffic, conversion rate, revenue, average order value, abandoned checkout rate, product and collection performance, discount/promo performance, and customer cohorts (via Shopify analytics and configured GA4/GTM). For service operations we provide: ticket volumes, response/resolution times, incident trends, release frequency, and change success rate. For integrations we provide: sync throughput, queue sizes, error rates, retry counts, and last-success timestamps (via logs/dashboards where implemented).
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

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: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• 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 export data directly from Shopify Admin using built-in CSV exports for products, customers, and orders (where supported), plus downloadable reports for analytics. For larger or more complex datasets, exports are completed via Shopify’s Admin API (REST/GraphQL) to extract structured data (including metafields, inventory, fulfilment and integration-related records) into CSV/JSON. Theme code can be exported from the theme repository or as a theme package, and integration logs/configuration can be provided as an archive from the relevant integration platform.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We guarantee availability for the components we operate (support ticketing portal and any hosted integration services): 99.9% monthly uptime, excluding pre-notified planned maintenance and issues outside our control (for example, Shopify platform outages, third-party app/API failures, or buyer connectivity).; ; Service credits if we miss 99.9% (our services only):; ; 99.0%–99.89%: 5% credit of that month’s support fee; ; 98.0%–98.99%: 10% credit; ; <98.0%: 25% credit; Credits are applied to the next invoice (no cash refunds).; ; Shopify platform availability: Hosting is provided by Shopify. For Shopify Plus, Shopify states a 99.99% uptime SLA with financial credits if breached.
• Approach to resilience: Our service is designed for resilience by building on Shopify’s highly available public-cloud platform and adding resilient delivery practices for anything we operate.; ; Platform resilience (Shopify): Shopify Plus includes a 99.99% uptime SLA, global CDN, and DDoS protection, with automatic platform updates. Shopify publishes live service health on its status page. Shopify also provides SOC reports covering security and availability safeguards (full details available to customers via Shopify compliance reporting).; ; Service resilience (our components/integrations): We use isolated per-buyer configurations, queued processing with retries and idempotency, monitoring and alerting, controlled release windows, and backup/restore procedures for configuration and logs. We design integrations to degrade gracefully (for example, delaying sync rather than failing orders) when third-party APIs are unavailable.; ; Datacentre resilience: Datacentre controls are managed by Shopify and their infrastructure providers; detailed facility and DR architecture information is available on request via compliance documentation.
• Outage reporting: Outages are reported through a combination of Shopify’s public status reporting and our incident communications:; ; Public dashboard: Shopify provides a public status dashboard showing platform component health (Admin, Checkout, Storefront, API, etc.).; ; Store-specific status: Users can also check a status page tailored to their specific store.; ; API: Shopify has deprecated status subscriptions (for example RSS/SMS), and does not present a standard status-subscription interface we rely on as an API.; ; Email alerts: For outages affecting components we operate (ticketing portal / hosted integrations), we email nominated contacts, open/maintain a Priority 1 incident ticket, and provide time-stamped updates through resolution. We can also route alerts to Teams/Slack by agreement (via monitoring integrations).

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted using role-based permissions and least privilege across Shopify Admin, our ticketing portal, and any integration dashboards. We enforce MFA for all accounts, strong password policies, and remove access immediately on leaver/change requests. Admin access is limited to named users, with separate roles for content, operations, and technical changes. Support channels are restricted to authorised contacts; tickets are scoped per customer and cannot be viewed cross-tenant. Sensitive actions (app scopes, API keys, payment settings, data exports) require elevated roles and approval. All access and actions are logged and regularly reviewed.
• 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)
  • 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 contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We operate an ISO/IEC 27001-aligned information security management system (ISMS) with board-level accountability. A named board director is responsible for security governance across all services, supported by operational security leads.; ; Policies and processes followed: information security policy, access control and MFA, secure development and change control, vulnerability and patch management, incident response and breach reporting, supplier and third-party risk management, asset management, data classification/handling, backup and recovery, logging and monitoring, encryption and key management, and business continuity.; ; Reporting structure: operational issues and security events are logged via our ticketing system and triaged by the service team. Security incidents follow a defined escalation path to the security lead and board sponsor, with time-bound communications, incident reports, and corrective/preventive actions.; ; Assurance and enforcement: mandatory staff onboarding and annual refresher training, least-privilege access reviews, documented runbooks, peer review for changes, audit trails in version control and ticketing, regular vulnerability scanning/pen tests, supplier due diligence, and management reviews that track KPIs, risks, and improvements.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service components (themes, apps, integrations, infrastructure, configurations) are tracked in version control and a configuration register, linked to tickets and release notes through their lifecycle. All changes follow request–review–approve–implement–test–release controls with peer review and documented rollback. Security impact is assessed during triage using threat/risk checks (data access, permissions/scopes, dependency changes, exposure, logging, encryption), and higher-risk changes require formal approval and additional testing. Changes are deployed via controlled release windows, with monitoring, post-release verification, and audit trails retained in the ticketing and source control systems.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess threats through continuous monitoring of platform advisories, dependency scanning, and review of changes that affect data, permissions, or exposure. We prioritise findings by risk (CVSS, exploitability, data impact, and affected scope) and track remediation through our ticketing system. Patch timelines: critical within 24–72 hours (or immediate mitigation), high within 7 days, medium within 30 days, low within 90 days, subject to testing and release controls. Sources include Shopify security advisories, vendor notices, NCSC/NVD/CVE feeds, OWASP guidance, and outputs from independent penetration tests and vulnerability scanners.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromise through centralised logging and alerting across admin access, app/integration activity, authentication events, and infrastructure metrics (anomalous logins, permission changes, unusual API calls, error spikes, and data export patterns). Alerts create Priority incident tickets and notify on-call staff. We respond by triaging severity, containing access (credential/token rotation, session revocation, IP blocks), preserving evidence (logs, timestamps), and engaging Shopify/third parties where relevant. For confirmed incidents we follow a documented incident process with customer updates and a post-incident report. Response: P1 acknowledged within 4 hours (business hours), next business day otherwise; extended cover by agreement.
• Incident management type: Supplier-defined controls
• Incident management approach: We operate a documented incident response process with playbooks for common events (availability outage, checkout failure, integration sync failure, security alert, suspected account compromise). Users report incidents via our ticketing portal or email; Priority 1 issues can be escalated by phone. Each incident is logged, categorised, and assigned an owner, with severity-based triage, containment/rollback, and time-stamped communications. Regular updates are provided until closure. We provide incident reports for material incidents, including impact, timeline, root cause, actions taken, data assessment, and corrective/preventive measures, followed by a post-incident review and updates to runbooks and monitoring.
• Post-quantum cryptography secure: Yes

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: Yes
• Free trial available: Yes
• Description of free trial: We can provide a free demo of Shopify anything further requires a subscription. We provide fixed-scope builds or paid support retainers. Optional limited warranty period (typically 3 months) includes bug fixes and minor adjustments. Excludes new features, major redesigns, third-party app fees, and out-of-hours support unless contracted.

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 7%
• Between £1,000,001 and £2,500,000: 8%
• Between £2,500,001 and £5,000,000: 9%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Friday 24 November 2023
• What the ISO/IEC 27001 doesn’t cover: The utilisation of subcontractors and external development
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Friday 24 November 2023
• What the ISO 9001 doesn’t cover: The utilisation of subcontractors and external development
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bf061249-c353-4996-85f2-7ce28422febe
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A902c814-0ada-44b9-8010-4e221fcdb65f
• 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 adam.smethurst@juicymedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.