Eleven Labs Inc.

ElevenLabs Agents Platform (Conversational AI)

ElevenLabs Agents Platform is a production-grade, voice-first conversational AI service designed for natural, low-latency conversations at scale. It delivers 24/7 multimodal voice and chat agents across telephony, web and messaging, with advanced turn-taking and interruption handling, enabling high-volume citizen engagement, workflow automation, CRM/case-system integration, multilingual accessibility and seamless human handoff.

Features

• Unified stack for ASR, LLM and TTS orchestration in realtime
• Ultra-low latency audio processing and expressive mode for natural conversations
• Proprietary turn-taking and interruption detection models
• Vertically integrated speech and voice models built in-house by ElevenLabs
• Knowledge base ingestion using retrieval-augmented generation
• Tool calling to trigger APIs and workflows
• Native telephony integration via Twilio and SIP
• Automated conversation analysis and structured data extraction
• Multilingual voice generation across 31+ languages
• Zero-retention mode and enterprise security controls

Benefits

• Handle citizen enquiries automatically across voice and text
• Provide 24/7 multilingual support without increasing staffing
• Replace IVR menus with natural conversational call handling
• Route complex cases to staff with full context
• Integrate AI agents into existing telephony and systems
• Deliver consistent responses using approved government knowledge
• Avoid external model dependencies for predictable performance and reliability
• Maintain service continuity during peak demand or outages
• Protect sensitive conversations without storing audio data
• Deploy and update citizen services rapidly across channels

• 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 joshua@elevenlabs.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

169034009770830

Contact

Joshua Hall
+44 7700 143526
joshua@elevenlabs.io

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI life cycle

  • AI Build Software
  • Trustworthy AI Software

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: ElevenLabs Agents Platform is delivered as a standardised, multi-tenant SaaS service. Customers cannot obtain bespoke development or work-for-hire under this service. The service requires internet connectivity and supported clients for web or API access. Speech synthesis performance and latency may vary with configuration, model choice, input length, output format, and network conditions. Planned maintenance may occur to maintain security and stability, with disruption minimised where possible. ElevenLabs may limit or suspend access to protect service integrity or address security risks. Customers must not submit PHI without a valid agreement, or special-category data unless permitted by applicable law.
• System requirements:
  • Modern web browser to access web-based transcription tools.
  • Ability to integrate with REST or WebSocket APIs.

User support

• Email or online ticketing support: Yes
• Support response times: All ElevenLabs customers have access to standard email-based customer support via team@elevenlabs.io. Response times depend on factors such as subscription tier, ticket priority, and time of submission.; ; During business hours on weekdays, ElevenLabs typically responds to customer support emails within approximately one hour on average, though response times may be longer for lower-priority requests or outside of business hours. Customers may optionally purchase a Customer Success package, which provides enhanced service levels, including faster SLA-based response times, more frequent updates, and additional support channels.; ; Support responses are also provided over weekends, although response times may be slightly longer.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Beyond our core platform support, ElevenLabs offers a Customer Success package that defines service level agreements (SLAs) for the fastest response times (all responses within a few hours), more frequent update cadence (approximately every 3-5 business days), and additional access channels (including Slack support). Our Customer Success Managers also provide technical account management and manage access and requests to cloud support engineering resources.; ; This service is priced at £2,500 per month.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: ElevenLabs helps users start using the Agents Platform through structured self-service onboarding and online enablement resources. The service is delivered as a managed, cloud-based SaaS, allowing users to access the platform immediately without installing software or managing infrastructure.; ; Customers are supported by extensive online user documentation, including product guides, API references, and published onboarding materials. Step-by-step guides, examples, and configuration tooling help users understand how to design, deploy, test, and operate conversational AI agents using standard platform features. In-product guidance supports users throughout agent configuration and iteration.; ; Online training is provided through written guides, tutorials, and practical examples designed to support both technical and non-technical users. These resources enable teams to progress from initial setup to production deployment at their own pace.; ; ElevenLabs does not provide on-site training as part of the standard service. Customers requiring additional onboarding or hands-on technical assistance may optionally procure our Customer Success and Forward-Deployed Engineering (FDE) Packages, with our Customer Success Managers and FDEs frequently able to work with and train our customers on-site.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users can extract their data at any time through the ElevenLabs web-based user interface or via programmatic APIs. Data export functionality allows customers to retrieve their content, configurations, and relevant usage data in standard, machine-readable formats, enabling integration with downstream systems or migration to alternative services. Access to data extraction is governed by role-based permissions and standard authentication controls to ensure data security during export.
• End-of-contract process: At the end of the contract term, customer access to the ElevenLabs Services is terminated in line with the agreement. Customers may extract their data at any time prior to contract expiration or termination via the web-based user interface or APIs.; ; Following contract expiration or termination, Customer Content is retained for up to thirty (30) days and is then securely deleted from the Services, unless the customer has explicitly consented to retention beyond this period. Data deletion is performed as part of ElevenLabs’ standard service lifecycle and security processes.; ; The above is included in the price of the contract. Any retention of Customer Content beyond the standard 30-day post-termination period is not included in the contract price and requires explicit customer consent and a separate agreement. Additional services outside the standard end-of-contract process, such as extended data retention or bespoke arrangements, may incur additional costs.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: ElevenLabs provides onboarding and offboarding documentation through a web-based documentation platform designed with accessibility in mind. The documentation uses semantic HTML and ARIA attributes to support screen readers and assistive technologies, and all interactive elements are fully operable using keyboard navigation.; ; The documentation platform enforces accessible colour contrast ratios aligned with WCAG 2.1 AA requirements, automatically validating and adjusting colours to ensure readability for users with visual impairments. Dialogs, navigation panels, and search functionality are designed for keyboard accessibility, with focus management to support efficient navigation without a mouse.; ; Content is presented in a structured, text-based format using clear headings, consistent navigation, and searchable pages, enabling users to access onboarding, configuration, and offboarding guidance independently. Accessibility is continuously considered as documentation is updated, supporting an inclusive experience while working toward alignment with newer accessibility standards, including WCAG 2.2.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The ElevenLabs mobile app is focused primarily on text-to-speech (TTS). In addition, it supports instant voice cloning and voice design. At this stage, it does not yet offer the full feature set of the web platform, such as agents and speech-to-text (STT).; ; The primary goal of the mobile app is to serve creators by leveraging native smartphone capabilities, such as the camera and microphone, that are not available on desktop. ; ; Our long-term vision is to gradually close the feature gap with the web platform, although the mobile app will remain focused on utilising the unique strengths of mobile devices.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The ElevenLabs interface provides a unified, web-based workspace for end-to-end AI audio and video workflows. Through a centralised dashboard, users can access specialised tools for creating lifelike speech, transcribing/editing audio, and translating content while preserving original voices. The platform also features a dedicated environment for building and deploying conversational AI agents.; ; The UI is built for ease of use and precision, offering drag-and-drop uploads, configuration toggles, and advanced editors for fine-tuning outputs, e.g. time-aligned transcript adjustments or voice stability settings. The interface includes management views for tracking job history, organising projects, and configuring workspace-wide settings like data retention and security.
• Accessibility standards: None or don’t know
• Description of accessibility: The ElevenLabs web interface is designed with accessibility in mind and supports common assistive technologies, including keyboard navigation, screen readers, scalable text, and responsive layouts. Core workflows are operable without reliance on a single input method, and users can adjust browser-level settings such as zoom, contrast, and reduced motion. Audio outputs are typically generated from text-based inputs, enabling transcript-first workflows. ElevenLabs does not use third-party accessibility overlays that replace native accessibility features and continues to enhance accessibility across the platform.
• Accessibility testing: Accessibility considerations are incorporated into the design and development of the ElevenLabs web interface. The platform has undergone accessibility testing using a combination of automated tools and manual evaluation, including testing with screen readers, to assess alignment with WCAG and Section 508 criteria.; ; Findings from this testing inform ongoing improvements to usability and accessibility across core user journeys. ElevenLabs takes an iterative approach to accessibility, incorporating feedback and best practices into product updates over time. The company is actively working toward alignment with WCAG 2.2, with the goal of further improving support for assistive technologies and inclusive interaction patterns as standards evolve.
• API: Yes
• What users can and can't do using the API: The ElevenLabs API enables users to programmatically access and manage a wide range of AI audio capabilities without relying solely on the web interface. Using the API, users can generate speech from text, transcribe recorded or streamed audio, create and manage voices (including instant and professional voice clones), initiate dubbing jobs, and configure conversational AI agents. The API also supports managing supporting resources such as pronunciation dictionaries, knowledge base documents, and webhooks for asynchronous workflows.; ; The API is designed to support dynamic updates and automation. Users can modify voice parameters, update agent configurations, manage transcription or dubbing jobs, and trigger processing tasks as part of larger automated workflows. This allows organisations to integrate ElevenLabs services directly into applications, contact-centre systems, media pipelines, or other enterprise software environments.; ; Certain actions remain intentionally restricted to the web interface. Account-level and billing management, complex multi-step creative workflows requiring visual interaction, and some workspace-level security configurations (such as SSO or advanced permission management) are handled through the UI rather than the API. All API usage must comply with ElevenLabs’ Prohibited Use Policy, and misuse or attempts to bypass safeguards may result in suspension.; ; Full technical details are available in the API reference documentation:; https://elevenlabs.io/docs/api-reference/introduction
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise service behaviour, processing options, and outputs across the ElevenLabs platform. This includes voice characteristics (such as stability, clarity, and style), transcription settings (language detection, speaker diarisation, and terminology handling), conversational agent behaviour (prompts, tools, and knowledge sources), and dubbing options (target languages and speaker mappings). Users can also configure workspace-level settings such as data retention and job organisation.; ; Customisation is performed through the web-based interface and, where appropriate, through APIs. In the interface, users adjust settings using configuration panels, sliders, toggles, and editors tailored to each service (for example, transcript editors or agent configuration views). For automated or embedded workflows, users can pass configuration parameters programmatically when submitting jobs via the API.; ; All authorised users can customise settings within the scope of their assigned role. Workspace administrators manage global settings, permissions, and advanced features. Standard users typically customise service behaviour at the project or job level, such as individual transcriptions, voice generations, or agent interactions. The availability of certain advanced customisation options may depend on the subscription tier.

Scaling

• Independence of resources: We ensure independence of resources through enforced concurrency controls, workload isolation, and system-level prioritisation. Each workspace operates within defined concurrency boundaries, preventing any single user from monopolising shared capacity. High-demand workloads are isolated across a distributed, scalable infrastructure, avoiding “noisy neighbour” effects. During periods of elevated system load, the platform prioritises maintaining the quality of active sessions rather than admitting new ones, ensuring existing users are not degraded by others’ demand. For government and mission-critical deployments, we offer customised plans with dedicated capacity guarantees to ensure availability regardless of external usage.

Analytics

• Service usage metrics: Yes
• Metrics types: The ElevenLabs Agents Platform provides detailed service metrics through a dedicated Agents Analytics Dashboard, alongside overall usage tracking in the central Usage Analytics view. Customers can monitor credit usage and costs, as well as real-time conversational metrics such as number of calls, average conversation duration, total cost, concurrency, and language distribution. These metrics support operational monitoring, performance optimisation, and capacity planning for conversational AI deployments.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: ElevenLabs provides tooling to export and integrate usage and conversation data. Users can access Usage Analytics from the Developers page to view, filter and export activity data as CSV files directly from the dashboard. For more advanced requirements, the platform supports automated extraction of structured information from conversations using data collection and success evaluation features. Conversation data (transcript, audio) and analysed data can be automatically sent to customer systems via post-call webhooks, enabling reporting. analytics or case management tool integrations. APIs also support bulk export of data. These capabilities support transparency, performance monitoring and downstream processing using existing organisational systems.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Audio uploads in common formats including MP3, WAV and M4A

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We provide for certain uptime commitments for our core services under a formal Service Level Agreement (SLA). For our Text-to-Speech API, we commit to 99.9% monthly uptime, measured on a per-minute basis. For our conversational Agents product, we commit to 99.5% monthly uptime, calculated as the average success rate of requests across each minute in the month. Availability is measured 24/7, excluding scheduled maintenance, force majeure events, customer-side issues, and other standard SLA exclusions.; If we fail to meet the applicable uptime commitment in a given month, customers are eligible for service credits as their sole and exclusive remedy. For both the TTS API and Agents, uptime below the commitment but above 98.0% results in a 5% service credit, and uptime below 98.0% results in a 10% service credit, calculated as a percentage of the monthly fees for the affected service. Service credits must be requested within 14 days after the relevant month and are applied as credits against future invoices, subject to standard eligibility conditions.
• Approach to resilience: ElevenLabs delivers its services using a distributed, cloud-based infrastructure designed to support resilience and high availability. The service is not hosted on a single server or location; instead, it is deployed across multiple geographic regions and availability zones within its cloud provider environment.; ; Traffic is automatically routed to healthy regions and availability zones to mitigate the impact of localised infrastructure issues and to support continuity of service. This architecture reduces the risk of single points of failure and supports sustained service availability in the event of partial outages.; ; The platform incorporates automated scaling and failover mechanisms. Capacity is dynamically adjusted to accommodate changes in demand, and redundant components are used to enable automatic failover in the event of infrastructure or component-level failures. These mechanisms operate without manual intervention and are designed to maintain service performance and availability during periods of increased load or technical disruption.
• Outage reporting: ElevenLabs publishes real-time service status and outage information on a public status dashboard at https://status.elevenlabs.io/, where customers can view the operational health of core platform components, recent incidents, and scheduled maintenance.; ; Customers can also subscribe to updates on that status page to receive notifications when incidents are reported or resolved. While there is no dedicated public API for status updates, the status page itself is designed to be serviceable by automated monitoring tools, and customers can integrate third-party monitoring services to track status changes.; ; Email alerts and other direct alert channels (e.g., Slack or webhook notifications) are made available through the subscription feature on the status dashboard rather than via a separate ElevenLabs-provided alert API or push service.

Identity and authentication

• User authentication needed: Yes
• User 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
• Access restrictions in management interfaces and support channels: Access to ElevenLabs management interfaces and support channels is restricted through role-based access control and strong authentication mechanisms. Access is granted on a least-privilege basis and limited to authorised users and personnel with defined responsibilities. Administrative access is protected by multi-factor authentication and logged for audit purposes. Support channels are access-controlled and require authentication to raise or view tickets. Access rights are reviewed periodically and updated promptly when roles change or access is no longer required, reducing the risk of unauthorised access.
• 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)

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: You control when users can access 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: ElevenLabs operates a formal Information Security Management System (ISMS) aligned with ISO/IEC 27001 and is ISO 27001 certified. Information security governance is overseen by senior management, with clear reporting and escalation lines to executive leadership for risk, incidents, and compliance matters. Regular internal audits and independent external audits are conducted to validate the effectiveness of controls and ensure continual improvement.; ; The organisation maintains a comprehensive set of documented policies covering information security, data protection and privacy (including GDPR), access control, encryption, vulnerability and incident management, secure software development, supplier and asset management, logging and monitoring, business continuity, and disaster recovery. ElevenLabs also operates an AI Management System (AIMS) with defined governance, risk management, and impact assessment processes.; ; Compliance with security policies is enforced through technical controls, operational procedures, and mandatory staff training. All employees and contractors are required to review and formally acknowledge relevant policies during onboarding, with acknowledgements recorded. Ongoing adherence is monitored through periodic reviews, risk assessments, testing, and audit activity to ensure continued alignment with UK regulatory and contractual requirements.
• 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: ElevenLabs manages configuration and change through formal, documented change management processes aligned with recognised security standards. Service components are tracked throughout their lifecycle using configuration management and asset records. Proposed changes are logged, reviewed, and approved prior to implementation. Each change is assessed for potential security, availability, and operational impact, with testing conducted before deployment. Changes are implemented in a controlled manner with rollback procedures in place where appropriate, ensuring continued service stability and security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: ElevenLabs operates a structured vulnerability management process aligned with industry best practices. Potential threats are assessed using a combination of automated scanning, monitoring, and security reviews. Vulnerabilities are prioritised based on risk and potential impact, and remediation activities are tracked to completion. Security updates and patches are deployed promptly in line with defined remediation timeframes. Threat intelligence is informed by vendor advisories, security research, monitoring tools, and industry information sources.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is implemented through centralised logging, monitoring, and alerting across the service environment. Potential compromises are identified through automated detection of anomalous activity and security-relevant events. When a potential compromise is identified, alerts are reviewed by authorised personnel and investigated in accordance with incident response procedures. Responses are prioritised based on severity to ensure timely containment and remediation, supporting rapid response to security incidents.
• 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: ElevenLabs maintains a documented incident management process aligned with recognised standards such as ISO/IEC 27035. Pre-defined procedures exist for common security events, including escalation and communication pathways. Users can report incidents via established support channels. Security incidents are investigated, contained, and resolved in a controlled manner, with root cause analysis performed where appropriate. Incident reports and relevant updates are provided to affected customers in line with contractual and regulatory obligations.
• 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: Yes
• Description of free trial: TThe ElevenLabs free version provides access to core platform features for evaluation and testing, including TTS, STT, Agents, automated dubbing, music generation, API access, and up to three Studio projects, with a monthly allowance of 10,000 credits. It is not time-limited but is subject to usage caps and feature restrictions.
• Link to free trial: https://start.elevenlabs.io/cp/for-developers

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

• Less than £250,000: 13.33%
• Between £250,000 and £500,000: 23.33%
• Between £500,001 and £1,000,000: 23.33%
• Between £1,000,001 and £2,500,000: 23.33%
• Between £2,500,001 and £5,000,000: 23.33%
• Over £5,000,001: 23.33%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Insight Assurance
• ISO/IEC 27001 accreditation date: Tuesday 19 August 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Monday 4 August 2025
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Insight Assurance
• PCI DSS accreditation date: Thursday 11 September 2025
• What the PCI DSS doesn’t cover: Any services that are not eligible for Zero Retention Mode, as defined here: https://elevenlabs.io/docs/developers/resources/zero-retention-mode#what-products-are-configured-for-zero-retention-mode ; .
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Ca7bfe15-a038-44e2-b25f-03b83866d0f6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 806a6930-54e9-418a-b09a-871da3e4636e
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • HIPAA Attestation
  • NHS Data Security & Protection Toolkit
  • ISO 27017
  • ISO 27018
  • ISO 27701
  • ISO 42001

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
    • 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
    • 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
    • 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

  • 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 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
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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
    • Plans for positive actions with community groups.
    • 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
    • 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
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by 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

  • 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
    • 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 joshua@elevenlabs.io. Tell them what format you need. It will help if you say what assistive technology you use.