SOCIAL TELECOMS C.I.C.

Zoom Cloud Telephony (via Social Telecoms)

Zoom Cloud Telephony delivers secure, cloud‑based voice services with advanced call routing, voicemail, analytics and PSTN connectivity. Forming part of Zoom’s wider UCaaS platform, supporting hybrid work with integrated voice, video, chat and collaboration tools. Delivered and supported by Social Telecoms, it modernises telephony for public‑sector organisations without on‑premise infrastructure.

Features

• Enterprise cloud telephony with global PSTN reach.
• Native integration with Zoom Meetings, Chat and Workplace apps.
• Intelligent call routing with IVR and queue management.
• Real‑time call quality dashboards and analytics.
• Omnichannel contact centre with voice, chat, SMS and video.
• AI Companion for summaries, insights and automation.
• Seamless Microsoft Teams integration for direct calling.
• Call recording with compliant storage controls.
• Softphone applications across desktop, mobile and web.
• CRM integrations with Dynamics, Salesforce and Rubixx.

Benefits

• Empower hybrid workers using unified voice, video and messaging tools.
• Improve customer engagement through intelligent, omnichannel call handling.
• Reduce support overhead with simple cloud-based administration.
• Enhance performance visibility using easy‑access analytics dashboards.
• Speed interactions using AI‑powered summaries and insights.
• Minimise disruption with seamless cross‑platform integration workflows.
• Lower risk using resilient, geo‑redundant cloud architecture.
• Scale rapidly with flexible, license‑based consumption models.
• Simplify adoption using intuitive user experience across devices.
• Improve compliance with secure recording and audit features.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at accounts@socialtelecoms.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

125198273350836

Contact

Rob Mottram
01743299555
accounts@socialtelecoms.org.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Zoom Phone and Zoom Contact Centre require reliable internet connectivity and correctly configured customer networks to maintain call quality and availability. Certain features depend on third‑party licences, such as Teams, CRM platforms or specialised integrations. Number porting is subject to external carrier processes and can introduce unavoidable delays. Geographic availability of PSTN replacement varies by region and regulatory environment. Local factors such as restricted firewall rules, limited Wi‑Fi coverage or bandwidth contention may affect service performance until resolved. Some advanced AI and omnichannel features may require specific licence tiers. Platform functionality may change in line with Zoom’s regular cloud updates.
• System requirements:
  • Reliable internet connectivity suitable for cloud telephony.
  • Supported operating systems for Zoom clients.
  • Modern web browser for administration.
  • Firewall rules permitting Zoom communications traffic.
  • Adequate LAN bandwidth and QoS settings.
  • Compatible devices or headsets.
  • User authentication via approved identity provider.
  • Teams licenses for Teams integration features.
  • Sufficient device performance for video‑enabled calling.
  • CRM licenses for integrated call workflows.

User support

• Email or online ticketing support: Yes
• Support response times: Our UK‑based service desk provides fast, structured responses through email and online ticketing. All support requests automatically generate a ticket reference with immediate acknowledgement. We aim for first‑time‑fix wherever possible, with triage undertaken on receipt and escalation paths for more complex issues. Standard operating hours are 08:00–18:00 Monday to Friday, with extended support and escalation available for service‑impacting issues. Queries submitted via our ticketing portal receive instant confirmation and are picked up in real‑time by our support specialists. Our processes are designed to ensure prompt responses, transparent updates, and clear communication throughout fault resolution.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Zoom conducts comprehensive accessibility testing across its Contact Centre and web chat products as part of its platform-wide commitment to WCAG 2.2 AA and EN 301 549 compliance. Testing includes compatibility with screen readers (JAWS, NVDA, VoiceOver), captioning tools, keyboard navigation, and contrast‑sensitive UI components. Zoom’s iterative development cycle includes regression testing to ensure continued compatibility with common assistive technologies.; The Zoom web chat interface uses semantic structure, labelled controls, predictable focus order, and scalable text, supporting consistent behaviour across browsers and assistive‑technology environments. Zoom’s accessibility programme includes user testing with people who rely on assistive technologies, feeding into ongoing improvements.; During implementation, we configure Zoom Contact Centre’s web chat to align with customer accessibility expectations—ensuring readable message formats, accessible escalation to video, and compatibility with browser-based accessibility tools.; Through vendor testing, documented accessibility processes, and deployment assurance, Zoom’s web chat capabilities provide an inclusive, assistive‑technology‑friendly experience.
• Onsite support: Yes
• Support levels: We provide a tiered support model designed for cloud communications, collaboration and IoT services delivered under Lots 2b and 3. All Buyers receive 24/7 access to our customer portal for ticket logging, tracking and knowledge base resources.; Standard Support is included at no additional cost and provides business hours coverage (08:00–18:00, Monday–Friday) with target response times of under 8 hours for high priority issues. Incidents are managed by our L1 Service Desk, which delivers triage, diagnostics and first time fix wherever possible. This tier does not include a Technical Account Manager (TAM) or Cloud Support Engineer (CSE).; Professional Support is suited to production environments requiring faster response and deeper technical expertise. Charged at 10–15% of annual contract value, it delivers accelerated SLAs (under 4 hours for critical issues) and includes escalation to L2 specialists, supported by a shared pool of CSEs.; Enterprise Support is designed for mission critical services and provides full 24×7×365 cover, including UK based out of hours support, sub 1 hour critical response and executive level L3 escalation. A named TAM provides strategic guidance, service reviews and proactive optimisation. This tier is typically 15–20% of annual contract value.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Zoom implementations follow a structured onboarding process led jointly by Social Telecoms and Zoom’s deployment teams. This includes discovery workshops, configuration of call flows, user profiles, integrations and readiness testing.; ; Training is delivered through:; Live training sessions for administrators and end‑users. ; Zoom Learning Centre, offering free on‑demand courses and video tutorials. ; On‑site engineering support from Social Telecoms when required.; ; Additional user documentation, quick‑start guides and self‑service resources are provided via support.zoom.com.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Zoom provides export options for call logs, recordings, transcripts, analytics and configuration data through its admin portal. Telephony reporting (DDIs, call paths, interactions), contact‑centre analytics (queues, IVRs, outcomes) and agent‑level reporting can all be exported in standard formats.; Recordings, transcripts and quality‑management artefacts can be downloaded before closure. Social Telecoms supports customers through the extraction process, ensuring data is exported securely in line with governance requirements.
• End-of-contract process: Social Telecoms works with Zoom to manage service wind‑down, including licence suspension, number porting and removal of integrations. Service access is disabled on the agreed termination date, with final billing completed according to the contract terms.; Where customers are transitioning from Zoom to another platform, Social Telecoms assists with number management, forwarding rules, interim routing and closure of Zoom contact-centre workflows.; All customer data must be exported before deprovisioning. Social Telecoms ensures a coordinated handover to avoid service disruption.
• 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: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Zoom’s mobile app supports core meeting participation—video, audio, chat, reactions, breakout rooms, and screen sharing—but with limited host controls. Features like creating or managing polls, launching breakout rooms, advanced host settings, and full gallery view are restricted or unavailable on mobile.; The desktop app offers the complete feature set, including full host controls, advanced meeting management, full gallery view, local recording, live streaming, and deeper administrative options. For hosting or managing larger or complex meetings, desktop provides a more capable interface and richer functionality.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Zoom conducts testing across its Contact Centre/web chat products as commitment to WCAG 2.1 AA and EN 301 549 compliance. Testing compatibility with screen readers, captioning tools, keyboard navigation, and contrast‑sensitive UI components. Zoom’s development cycle includes testing ensures continued compatibility with assistive technologies.; Web chat interface uses semantic structure, labelled controls, predictable focus order, and scalable text, supporting across browsers/assistive‑technology . Accessibility programmes include user testing with people reliant on assistive technologies.; We configure Zoom Contact Centre’s web chat to align with customer expectations—ensuring readable message formats, accessible escalation, and compatibility with browser-based tools.; Capabilities provide inclusive, assistive‑technology‑friendly experience.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Zoom conducts comprehensive accessibility testing across its Contact Centre and web chat products as part of its platform-wide commitment to WCAG 2.1 AA and EN 301 549 compliance. Testing includes compatibility with screen readers (JAWS, NVDA, VoiceOver), captioning tools, keyboard navigation, and contrast‑sensitive UI components. Zoom’s iterative development cycle includes regression testing to ensure continued compatibility with common assistive technologies.; The Zoom web chat interface uses semantic structure, labelled controls, predictable focus order, and scalable text, supporting consistent behaviour across browsers and assistive‑technology environments. Zoom’s accessibility programme includes user testing with people who rely on assistive technologies, feeding into ongoing improvements.; During implementation, we configure Zoom Contact Centre’s web chat to align with customer accessibility expectations—ensuring readable message formats, accessible escalation to video, and compatibility with browser-based accessibility tools.; Through vendor testing, documented accessibility processes, and deployment assurance, Zoom’s web chat capabilities provide an inclusive, assistive‑technology‑friendly experience.
• API: Yes
• What users can and can't do using the API: Can:; ; Use Zoom Contact Centre APIs & Webhooks to create/update agents and skills, manage memberships, and receive event callbacks for automation and data sync.; Use the broader Zoom API to read/write common resources comparable to the web portal (users, meetings, phone/CC data where supported).; Integrate via native CRM connectors / App Marketplace (Salesforce, Dynamics, ServiceNow, Zendesk) and pass custom fields/variables through flows for reporting.; ; Can’t (or typically out of scope for customers): ; ; Directly modify core platform behaviours (e.g., change transcription engines or AI model routing) beyond documented settings; Zoom controls AI providers and does not use customer content to train models.; Replace CC admin UI entirely; complex WEM/QM provisioning and PCI payment connectors are primarily enabled via supported integrations/PS, not raw API only.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise Zoom Phone and Zoom Contact Centre through a unified admin portal covering call routing, queues, IVRs, skills‑based routing, and omnichannel workflows. Addresses, queues, agent groups, skills, and dial plans can be fully configured to align with internal structures. Zoom offers rich customisation through APIs and webhooks to adjust agent profiles, skills, queue memberships, and to trigger external workflows.; Custom fields, variables and data objects can be passed through flows and CRM integrations, allowing tailored screen pops, reporting filters and automated case creation. Users can customise digital channels including web chat, SMS, WhatsApp, Messenger, and email, and use Zoom Virtual Agent to build bespoke conversational journeys and automated responses.; AI capabilities such as sentiment analysis, engagement summaries, and quality insights adapt dynamically to organisational requirements. Routing strategies, callback rules, escalation paths, and reporting dashboards can all be personalised.; Limitations include that core AI model behaviour and deep platform logic cannot be modified directly by customers.

Scaling

• Independence of resources: Zoom’s cloud services run on a highly elastic, distributed architecture with strong tenant isolation. Customer workloads are logically segregated, and compute capacity scales automatically to meet demand without affecting other users. Sessions are routed through the nearest available data centre, with redundancy and failover ensuring continuity. Load balancing, QoS mechanisms and segmented processing pipelines maintain performance even during peak traffic. This prevents congestion caused by other customers and ensures reliable, consistent service delivery.

Analytics

• Service usage metrics: Yes
• Metrics types: Zoom provides extensive metrics across telephony, meetings and contact centre operations. These include call volumes, routing paths, queue depth, wait times, SLA adherence, agent utilisation, handling time, sentiment analysis, quality indicators, network performance, meeting attendance, device statistics and real‑time dashboards. Reporting is available at user, team, location, queue and system level. Administrators can export datasets, schedule automated reporting and build custom dashboards to monitor KPIs, performance trends and service health across the organisation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Zoom

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Zoom enables administrators to export call logs, telephony data, queue reports, agent performance metrics, IVR analytics and detailed contact-centre reporting through the Zoom admin portal. Recordings, transcripts, quality‑management outputs and sentiment analysis files can be downloaded individually or in batches. All exports are provided in standard formats such as CSV, MP4, M4A or TXT. Social Telecoms supports customers with any additional extraction requirements to ensure all necessary information is securely retrieved prior to service deprovisioning.
• 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: Zoom provides enterprise‑grade service reliability, supported by 24/7 monitoring, proactive anomaly detection, and a globally distributed architecture.; Availability performance and historic uptime are published publicly at uptime.zoom.us and status.zoom.us, where customers can verify real‑world SLA adherence.; Zoom’s services undergo continuous resilience testing, including annual disaster‑recovery failover tests.; If availability falls below SLA thresholds, Zoom provides service credits according to contract terms. Social Telecoms coordinates SLA queries and ensures customers receive applicable compensation.
• Approach to resilience: Our service is engineered for continuous availability in line with Cloud Security Principle 2. Production workloads run across accredited Tier III+ co‑location facilities with redundant power, cooling and diverse carrier connectivity, removing single points of failure; platforms are deployed active‑active across multiple zones/regions with automatic failover and elastic scale.; For cloud telephony and contact centre workloads, the core platform uses distributed microservices and multi region operation with N+1 capacity headroom. Redundant SIP zone architecture enables signalling/media to fail over between zones without service interruption; capacity is operated below typical thresholds to absorb incidents.; Where required, a local survivability module maintains critical calling and IVR during WAN/cloud outages, with administrators able to make real time routing changes to preserve contactability. Financially backed availability commitments (including five nines for core call flows where contracted) are supported by continuous monitoring, public status transparency and routine failover tests.; For IoT estates, edge processing ensures devices continue recording and reporting if connectivity's lost; data and control changes queue locally and synchronise on reconnection. This supports property safety and compliance use cases without service degradation.; Detailed data centre architecture (physical security controls, redundancy topologies, DR test evidence and RPO/RTO) is available to authorised Buyers on request
• Outage reporting: Zoom reports outages via:; ; Public dashboards:; ; Real‑time status → status.zoom.us; Historic uptime → uptime.zoom.us; Both enable subscription for automated notifications.; Email alerts: Account owners and admins receive notifications for service‑impacting issues.; API‑accessible status: Zoom’s trust and status endpoints can be integrated with ITSM systems (implicitly supported as the dashboards are machine‑readable).; ; Social Telecoms adds an additional monitoring layer, informing customers proactively when Zoom reports platform incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to all management interfaces and support channels is restricted in line with ISO 27001, NCSC guidance and the principle of least privilege. Administrative access is limited to authorised personnel, enforced through MFA, RBAC, secure VPN gateways, and strict approval workflows. Management interfaces are isolated from public networks and protected by firewalls, IDS/IPS, network segmentation and session control policies. Support channels require verified user authentication via secure portals or encrypted communication paths. All administrative and support activities are fully logged, monitored in real time, and audited regularly to detect unauthorised attempts, ensure compliance, and maintain the integrity of privileged operations.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We operate an ISO 27001 aligned Information Security Management System supported by UK GDPR and Data Protection Act 2018 compliance, embedding privacy by design and accountability across all operations. Our governance model is overseen by our Information Security Officer and Data Protection Officer, both reporting to the Board, with an Information Security Steering Group responsible for policy approval, risk management and continuous improvement.; Policies cover access control, data protection, incident management, supplier security, encryption, and business continuity. These are reviewed annually or following regulatory or operational change. All staff complete mandatory security and data protection training at induction and annually thereafter.; Compliance is enforced through multi-factor authentication, role based access, regular entitlement reviews, internal audits, vulnerability scanning, penetration testing, and continual monitoring. Our systems are hosted in ISO 27001 certified environments with layered security controls including firewalls, IDS, and AES 256/TLS 1.2+ encryption. We also maintain Cyber Essentials Plus accreditation, validating secure configuration, patching, malware protection and network security.; Security incidents and non conformities are logged and investigated through our ISMS workflow, with corrective and preventive actions reported to senior leadership. We maintain robust processes for DSARs, consent management, and international transfers using SCCs and Transfer Impact Assessments.
• 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: We follow an ISO 27001 aligned, ITIL v4 Configuration and Change Management framework ensuring full lifecycle traceability of service components. Each configuration item is uniquely identified and tracked in our CMDB, with automated discovery, version control and dependency mapping ensuring accuracy. All changes follow a formal RFC workflow that includes security, risk and service impact assessment against our ISMS controls before approval. High risk changes are reviewed by our Change Advisory Board. Pre deployment testing, back out planning and post implementation verification ensure integrity and compliance. All changes and configuration updates are logged, audited and continuously monitored for security impact.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We operate a risk based Vulnerability Management process aligned to ISO 27001 and NCSC best practice. Threats are assessed through continuous automated scanning, configuration baselines, and analysis of intelligence from NCSC, vendor advisories, CERT/CC and CVE feeds. High severity vulnerabilities are triaged immediately, following rapid testing, and typically patched within 24–48 hours via our emergency change route; medium risk issues follow scheduled cycles, and low risk items are bundled into maintenance releases. Vulnerabilities are recorded and tracked within our ISMS, with remediation progress monitored through internal audits, patch compliance reviews and security impact assessments to ensure timely resolution and assurance.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We provide continuous protective monitoring aligned to ISO 27001 and NCSC Cloud Security Principles, using SIEM, intrusion detection, and behavioural analytics to identify anomalies, unauthorised access attempts, or indicators of compromise in near real time. Logs from all core systems are ingested centrally and correlated to detect suspicious patterns within minutes. Alerts are triaged immediately by our Security Operations Team, with suspected compromises containerised or isolated at once. Critical incidents are investigated within 10–15 minutes and remediated as rapidly as possible, typically within one hour. All events undergo root cause analysis and feed into continual improvement of our security controls.
• 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: We operate a formal Incident Management process aligned to ITIL v4 and ISO 27001, supported by pre defined playbooks for common events such as service degradation, access failures, and security related alerts. Users can report incidents via our service desk portal, email, or 24/7 telephone support, with all submissions automatically logged, categorised, and prioritised. Each incident follows a structured lifecycle—from identification and triage, through investigation and resolution, to documented closure. Major incidents trigger accelerated escalation and root cause analysis. We provide incident reports on request, including impact assessment, actions taken, and preventive measures, ensuring transparency and continuous service improvement.
• 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: 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: 1%
• Between £500,001 and £1,000,000: 1.5%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 3%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certifitcation Ltd
• ISO/IEC 27001 accreditation date: Wednesday 21 February 2018
• What the ISO/IEC 27001 doesn’t cover: Nil
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certifitcation Ltd
• ISO 9001 accreditation date: Tuesday 6 November 2012
• What the ISO 9001 doesn’t cover: Nil
• 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

    • 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
    • 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

  • 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
    • 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

  • 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 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 for making facilities used in the delivery of the contract available for community groups, education or training
    • 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

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at accounts@socialtelecoms.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.