I.P. INTEGRATION LIMITED

Genesys Cloud CX CCaaS

Genesys Cloud CX is an AI powered, cloud native contact centre platform that orchestrates personalised customer and employee experiences across voice and digital channels. It offers scalable, secure and integrated capabilities for routing, workforce engagement, knowledge management, automation and analytics within a single unified solution.

Features

• Omnichannel Orchestration platform: Voice, Email, Chat, SMS, Social, outbound
• Workforce Engagement Management (WEM) for personalised employee development
• Automated Quality Monitoring utilises AI to score customer interactions
• Knowledge articles surfaced to advisors highlighting relevant information
• Agent Copilot transcribes and summarises customer interactions.
• Voice and digital self service bots and virtual agents
• Speech and text analytics for insights, topic and sentiment analysis
• Reporting. Real-Time and Historical reporting with wallboards
• Open APIs enables CRM and application integration
• Journey Management via Predictive Engagement and Predictive Routing

Benefits

• Seamless, personalised service across channels increases satisfaction, efficiency and loyalty
• Boosts productivity, reduces turnover, improves forecasting, training, quality, satisfaction
• Reduce manual effort, remove bias and deliver comprehensive insight
• Centralised knowledge ensures consistent, accurate answers for bots and agents
• Generates interaction summaries, predicts next steps to reduce after-call work
• Automated bots streamline workflows, improve accuracy, and optimise resources
• Identifies customer insight and sentiment, compliance and superior customer experiences
• Reporting helps teams track performance, trend analysis and operational visibility
• Integration extends functionality, orchestrates data and composes differentiated experiences
• Optimise experiences by predicting needs and routing interactions intelligently

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 ccs.ipi@ipintegration.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

165741807916722

Contact

Ritchie Butters
07498 483758
ccs.ipi@ipintegration.com

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: To use Genesys Cloud, customers need reliable internet access, compatible devices (e.g., WebRTC-enabled browsers), and cloud readiness. They must choose a suitable licensing model and package, configure agents and routing, and ensure compliance with data security standards. Integration with CRMs or UC platforms may be required. For advanced features like AI or Workforce Engagement Management, customers should be prepared to manage tokens, permissions, and training. A clear understanding of business goals and willingness to transition from legacy systems are essential for successful deployment.
• System requirements:
  • Operating System: Windows 10/11. MacOS. 64 Bit OS is required.
  • Processor: Dual-core CPU (2 GHz or higher recommended)
  • Memory (RAM): Minimum: 4 GB Recommended: 8 GB
  • Web Browser: Chrome, Firefox , Microsoft Edge Chromium
  • Internet Connection: Minimum: 25 Mbps download / 5 Mbps upload
  • Headset: USB or wired headset
  • Firewall Configuration: Specific ports and services must be allowed
  • Screen Resolution: Minimum: 1024x768 (especially for Workforce Management tools)
  • JavaScript Enabled: Required for web-based applications

User support

• Email or online ticketing support: Yes
• Support response times: All user support is provided via online ticketing portal or email at no extra cost. Critical (Severity 1) and Major (Severity 2) incidents are supported 24/7, with technical engineering responses within 30 minutes and 1 hour respectively dependent on priority. We respond to questions (Service Requests) within 1 to 4 hours during UK working business hours only. At weekends and bank holidays, high severity incidents are responded to via engineering however all Service Desk contact is monitored/acknowledged 24/7 with a ticket reference and is assessed for Priority and triaged to the correct engineering team by dedicated Service Desk.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: IPI offer a single 24x7 support level enabling buyers to log incidents via telephone, email, or the customer portal. Please refer to the Pricing document for details of the support costs. IPI provide access to Cloud support engineers and Account Management as standard and offer a Customer Success Manager or Service Delivery Manager. Customer Success is provided at no additional charge. Please refer to the Pricing document for Service Delivery Management costs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the onboarding of a new IPI client, a Customer Design Workbook is created. This document details all system configurations from the project and services that are to be consumed. It is stored securely and updated with any significant changes to the client environment. This ensures a structured and documented approach to onboarding. IPI has a well-defined Exit Management Process as part of its Service Management Function. This process includes conducting system audits when services are due to be terminated, providing documentation on the services consumed, and detailing what will be transferred to a new supplier. Knowledge transfer sessions are organised to ensure clients are up to date on system configurations and specific integrations. Offboarding services may incur charges depending on the scope of requirements at the time of exit. This would be charged per the professional services rate card in the pricing document. Data transfer costs, if required, would be at the customer's expense.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Links to html based web resources
  • Training materials and product service descriptions
  • PowerPoint .ppt presentation training materials
  • Mp4 and .wav training materials
• End-of-contract data extraction: Customers can extract their data through several supported methods. During the term of the services, all data in Genesys Cloud—including individual recordings—can be queried or retrieved via the platform's Public API. Customers are responsible for downloading all the data they wish to keep using the Public API prior to the expiration or termination of the services. Genesys Cloud also provides standard services for data extraction and archiving, such as the Call Recording Archive to a customer-managed S3 bucket, and supports compliance standards like GDPR. Customers may build their own extraction models using the extensive set of APIs or leverage third party offerings for automated extraction. For reporting and analytics, customers can manually export data, set up web services compatible with standard BI tools, or leverage our professional Services to assist with the data extraction. Upon contract termination, customer data is retained for an additional 30 days by default, allowing customers time to complete their data retrieval. If additional time is required, customers may request a 30-day extension to retrieve their data beyond the termination date. Ownership of customer data remains with the customer throughout this process.
• End-of-contract process: At the end of the Genesys Cloud contract, customers retain the right to cancel the Cloud Services contract with Genesys in accordance with applicable consumer protection laws. Upon contract termination any access rights granted to the customer are revoked and the customer must cease use of the services. If the customer requires additional time to retrieve its Customer Data from the Cloud Services beyond the date of termination, the customer may request, and the supplier will grant, a 30-day extension to the Subscription Term of the applicable Services Order; provided such request is made on or prior to the termination date. During the extended period, Customer will be charged for its usage of the Cloud Services. The Cloud Services will be terminated at the end of the extension period, unless otherwise agreed to by the parties.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Genesys Cloud documentation is provided to customers in a standard format of Word or PDF documents, these are structured and contain Heading and Paragraph styling to be screen reader/assistive technology compatible and then can be opened and viewed according to the end users viewing preferences.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Genesys Cloud offers web, desktop and mobile apps, enabling flexible access for users. The desktop and browser apps deliver nearly complete feature parity with a couple of exceptions. The desktop app uses the computer’s registry and default settings to determine region, prompting manual selection if none is set. The mobile apps for iOS and Android provide access to core features such as communication, collaboration and select workforce management capabilities. They do not cover all agent functions due to screen size limitations. Status changes synchronise across all apps ensuring consistent user presence. The desktop app supports automatic startup and background operation
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Users interact with the Genesys Cloud service interface through a unified, web-based UI designed for intuitive navigation and role-based access. The responsive interface provides expandable areas for communications, including voice, chat, email, and video, managed from a navigation bar. Users can search for people, groups, or features, manage interactions and access relevant tools based on their permissions. Agents handle multiple interactions across channels in one window, while supervisors and administrators use modules for reporting, configuration and monitoring. The platform supports custom integrations, workflow automation and real-time data visibility, ensuring efficient and secure management of contact centre operations.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Genesys has partnered with an external organisation to conduct accessibility testing of the Genesys Cloud platform which includes analysts who are blind and visually impaired. This partnership ensures that real users of assistive technology are actively involved in evaluating the platform’s accessibility features. Genesys Cloud uses multiple assistive technologies and accessibility testing tools such as axe DevTools, Dragon, JAWS, NVDA, Read&Write, TalkBack, VoiceOver, and ZoomText to validate user interface accessibility. The testing covers critical aspects such as screen reader compatibility, keyboard navigation and inclusive user interface design, supporting compliance with standards like WCAG 2.2 Level AA, Section 508, EN 301 549 and RGAA.
• API: Yes
• What users can and can't do using the API: Users can leverage the Genesys Cloud API to extend and customise their Genesys Cloud environment integrating with external business systems, managing interactions, agents and queues. The API supports key commands such as Get, Put, Patch, Delete, and Post enabling users to set up services, automate workflows, and adjust configurations programmatically. Through the REST API, users can perform tasks such as agent screen pop functionality, data dips for routing, and outbound call generation. SDKs and toolkits are available for popular programming languages, facilitating integration and development. Pre-built integrations and webhooks allow for seamless connections with enterprise applications and real-time notifications. Users can export data in various formats for reporting and analytics, and utilise developer resources for efficient implementation.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Genesys Cloud enables extensive customisation across the platform. Users can customise the appearance and branding of web messaging, agent scripts, customer surveys and SMS campaigns. Administrators can configure chat windows, branding elements and agent scripts with colors, images, URLs and company logos. Bot flows and self-service options are fully customisable via the Architect tool supporting drag-and-drop configuration for intents, phrases, and integration with Google DialogFlow or Amazon Lex. IVR flows, agent scripts and integration points can be tailored using graphical interfaces and minimal JavaScript for embedding Genesys Cloud capabilities into customer applications. User settings including profiles, presence, phone, call forwarding, queues and preferences are customisable. Developers can further personalise the solution using open APIs, SDKs and developer resources to build custom dashboards, embed web-based applications and integrate third-party systems. Custom roles and permissions allow organisations to control who can make alterations; typically, Genesys Cloud admins and developers with assigned permissions manage configurations. Genesys offers internal and third-party professional services for advanced customisation.

Scaling

• Independence of resources: Genesys Cloud leverages AWS Elastic Load Balancers and Auto Scaling Groups to dynamically manage resources based on demand. It monitors service-specific metrics like CPU usage and response time to scale microservices automatically. Unlike traditional systems, it doesn’t rely on fixed physical machines, allowing it to instantly spin up or down servers to handle spikes in data or call volume. This ensures uninterrupted service and performance across tenants. The platform is designed to support even the largest contact centers, with extensive load testing to guarantee scalability and reliability under high demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Genesys Cloud offers advanced analytics and service metrics, including automated voice transcription, sentiment analysis, topic spotting and acoustic analysis for 100% of customer interactions. Dashboards can be customised with real-time and historical KPIs, such as queue performance, agent metrics, AHT, FCR, sales conversions, and NPS. Analytics APIs and integrations enable data retrieval into external BI tools and data lakes. Supervisors can personalise views, download reports and monitor SLAs. Native AI/ML features provide conversational insights, intent recognition and auto-summarisation. End-to-end monitoring covers platform performance, alarms and alerts, supporting continuous improvement and compliance.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: IPI resell Genesys Cloud Contact Centre as a Service software

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Other
• Other data at rest protection approach: Genesys protects data at rest by employing AES-256 encryption across all customer data within the Genesys Cloud platform, meeting FIPS 197 and FIPS 140-2 standards. Data is stored and maintained solely in Amazon Web Services (AWS) Simple Storage Service (S3), with server-side encryption (SSE) in the same AWS region where the customer data resides. Sensitive recordings and attributes can be encrypted with customer-managed keys. Genesys Cloud leverages AWS secure infrastructure, including logically isolated virtual private clouds (VPCs), multi-layered security controls, and rigorous monitoring to ensure confidentiality, integrity, and availability of customer data at rest.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: After contract termination, customers are responsible for extracting their data via Genesys Cloud’s Public API, which supports exporting all stored data, including recordings can be queried or retrieved during the contract term. It’s essential to export needed data before the end of the contract, as Genesys Cloud automatically deletes customer data within 90 days of termination. Export options include standard formats like CSV and XML, enabling seamless migration to alternative solutions.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Genesys Cloud protects data between the buyer’s network and Genesys Cloud’s network using industry-standard encryption protocols. All data in transit is encrypted via HTTPS and TLS (version 1.2 or higher), meeting FIPS 197 and FIPS 140-2 standards with AES-256 encryption securing data transmission over the public internet. Secure methods such as HTTPS, TLS and SFTP are used for all connections, including browsers, mobile apps and third-party integrations. Genesys Cloud includes real-time monitoring and secure AWS infrastructure, ensuring customer data confidentiality, integrity and availability during transmission.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Genesys Cloud production services and customer data are logically isolated within a virtual private cloud (VPC) on Amazon Web Services (AWS) for enhanced security. Access controls are implemented using the least-privilege principle and role-based control mechanisms. Multi-factor authentication is required for remote access by Genesys Cloud employees and connections are made through a secured VPN. Genesys Cloud employs real-time monitoring, centralised SIEM for event correlation and robust logging to detect and investigate potential security incidents. The platform is designed and audited to meet industry security and compliance standards, including ISO 27001, ISO 27018, PCI DSS, SOC 2, HIPAA, and HITRUST.

Availability and resilience

• Guaranteed availability: Genesys Cloud guarantees a high level of availability, with a monthly uptime commitment of 99.99% backed by a formal Service Level Agreement (SLA). If uptime falls below this threshold, customers are eligible for service credits—10% for uptime under 99.99%, 30% for under 99.0%, and 100% for under 97.0%. This ensures accountability and reliability for mission-critical operations. The platform is built on Amazon Web Services (AWS), leveraging multiple availability zones and active-active deployments across global regions to ensure fault tolerance and disaster recovery. Genesys Cloud is designed to operate 24/7, supporting continuous service delivery even during unexpected demand spikes or infrastructure failures. Its architecture includes automated scaling, real-time monitoring, and proactive incident response to maintain performance and minimize downtime. These capabilities make Genesys Cloud suitable for large-scale contact centers that require consistent, uninterrupted service. The combination of resilient infrastructure, intelligent scaling, and SLA-backed guarantees provides customers with confidence in the platform’s reliability and operational continuity.
• Approach to resilience: Genesys Cloud is built on a microservices architecture, where each service operates independently, ensuring resilience and scalability. It leverages AWS Elastic Load Balancing (ELB) and Network Load Balancers (NLB) to distribute workloads and maintain high availability. Auto-scaling groups dynamically adjust resources based on demand, adding or removing capacity automatically when thresholds are reached. Redundancy is integral to the design: each Availability Zone has separate power, network connectivity, and replicated data. Customer data is mirrored across zones within a region, so even a full data center outage only temporarily reduces capacity without causing data loss. Organisations can define a region of record to maintain data sovereignty and prevent cross-border data movement.; Genesys continuously monitors traffic and optimises services based on usage. If demand spikes - such as sending half a million emails - microservices scale out without impacting other functions. Independent operation means failures in one service don’t affect others. For example, voicemail retrieval issues won’t disrupt call routing.; Self-healing mechanisms detect server failures via health checks, detach unhealthy nodes, and replace them automatically. This process is seamless, with traffic rerouted instantly and recovery completed before users notice, supported by AWS’s on-demand bandwidth.
• Outage reporting: Genesys reports service outages through its public facing status page at https://status.mypurecloud.com/. Users can access operational, system availability, incident, and outage information on this page and subscribe for status updates. Notifications about platform level incidents are delivered via email, SMS, webhook, and RSS feed. Outage reporting calls are prioritised and handled according to severity. For critical incidents affecting the entire platform, Genesys provides a root cause analysis (RCA) within five business days. Additionally, information about outages and availability is accessible through the Genesys Cloud Resource Center.

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: Genesys Cloud restricts access in management interfaces and support channels by enforcing role-based permissions, the principle of least privilege and multi-factor authentication. Administrators assign permissions based on job functions ensuring users can only access the resources necessary for their roles. Access to production environments is strictly controlled, requiring Director-level approval and MFA. User access is monitored continuously with reviews every 60 days. Support access is managed through the Authorised Organizations feature, allowing customers to control Genesys Care's access and assign roles. Genesys Cloud also enables IP-based restrictions and supports SSO and MFA with third-party identity providers.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Genesys Cloud authenticates management access using a combination of unique user IDs, passwords and multifactor authentication (MFA). Access is strictly controlled by the principle of least privilege. Management authorisation is required for account creation, and permissions are configured per user according to roles and responsibilities. Customers can also implement Single Sign-On (SSO) integration for additional security. Genesys Cloud Security continuously monitors user access and performs reviews every 60 days to ensure only authorised personnel retain access. All authentication credentials are stored as secure hashes and transmitted via TLS for protection.

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: IPI holds ISO 27001 and Cyber Essentials accreditations. This means we have implemented and maintain an ISMS (Information Security Management System) which includes a comprehensive set of security policies and procedures to keep information secure. The Security and Compliance team at IPI are responsible to maintain and continually improve the ISMS and this mission has board level, senior executive level and individual department head level sponsorship, commitment, and input. ISMS is rooted in 'risk management' approach and this means managing risks and opportunities is part of day-to-day management and monitoring of all the security policies and processes that have been developed and implemented. Some of the policies/processes are Information Security Policy, Acceptable Use Policy, Risk Assessment Policy, Data Protection Policy, Incident Handling Policy, Data Classification Policy, Physical Security Policy, etc.
• Software Security Code of Practice: No

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: The configuration management process ensures that all service components/assets (hardware and software) are identified, recorded, and tracked throughout their lifecycle. This enables visibility, control, and traceability. A "configuration benchmark" is defined per different asset type with changes being logged and unauthorised modifications flagged to maintain security and compliance. The change management process ensures that all changes are formally assessed, approved, and documented. Each change request includes an impact assessment. Changes must be approved and must include rollback plans before being implemented.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The vulnerability management process is defined to initially discover potential threats to company assets. This includes getting threat information from various sources (newsletters, software/hardware vendor security advisory mailings, etc) which can then be assessed. Additionally regular vulnerability scanning and penetration testing identifies potential threats which are assessed to determine actual risk levels by looking various factors. Priority 0, 1, 2, and 3 are defined. P0 and P1 patched within 14 days, P2 within 30 days, P3 within 90 days.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: The network security elements include several software and hardware capable of detection and prevention of compromises/suspicious security events. This includes next generation firewalls with IPS, ManagedXDR software installed across the server estate that monitors all activity (complimented by a SIEM log correlation feature), along with user and entity behaviours analytics (UEBA) measures that detect anomalous activity. Alerts are triggered by all these tools which are then reviewed and responded to by skilled engineers 24/7/365 who act accordingly, including escalating to IPI senior security team based on priority with high escalated within minutes.
• 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: Security Incident Management processes and procedures are defined. These cover guidelines on what a security incident could be and how security events (suspected and actual) need to be reported, all the way through to how an incident is handled once reported. Key elements being identification and analysis, containment, notification, eradication, recovery, investigation, lessons learnt. Where incidents impact customer services or our ability to provide support to clients we would notify them of the events. Where necessary incident reports are written and shared with clients.
• 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%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: Friday 22 August 2025
• What the ISO/IEC 27001 doesn’t cover: Cloud service providers hosting the services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Group
• ISO 9001 accreditation date: Wednesday 21 May 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bb88ddde-cdb0-42fe-a26c-249b66ec3bfd
• 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

    • 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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
    • 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

  • 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.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Plans for positive actions with community groups.

  • 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
    • 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
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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 issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 ccs.ipi@ipintegration.com. Tell them what format you need. It will help if you say what assistive technology you use.