XBP EUROPE LIMITED

Digital Mailroom (DMR)

The AI-Powered Digital Mailroom (DMR) is a secure, end-to-end SaaS solution (Lot 2b). It uses AI/OCR to automatically classify, extract data from, and securely route all incoming physical and electronic correspondence, reducing manual effort and ensuring a full audit trail.

Features

• AI automatically classifies, extracts data from all incoming mail.
• 24/7 scanning and secure digital routing supports hybrid work.
• Full audit trail tracks documents from physical receipt to system.
• Data extraction verified by Human-in-the-Loop for high accuracy.
• API integration enables instant, secure routing to your business systems.
• Physical mail shredded or returned to BS15713:2009 standard.
• Cloud-native platform is encrypted in transit and at rest.
• Automated notifications and alerts track progress and critical actions.
• Role-based access control maintains data security and segregation.
• Customisable AI models constantly learn, improving recognition and speed.

Benefits

• Access mail instantly from any location, supporting hybrid work.
• AI automatically classifies and routes critical documents, saving time.
• Eliminate manual data entry errors using high-accuracy OCR/AI extraction.
• Quickly validate data fields via secure Human-in-the-Loop portal.
• Achieve fast audit trail compliance by tracking every document action.
• Accelerate response times to citizen correspondence and critical requests.
• Instantly integrate processed data directly into your core business systems.
• Reduce physical document storage and achieve ISO-compliant mail destruction.
• Maintain data security using robust role-based access control and encryption.
• Focus staff time on complex citizen queries, improving service quality.

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 daren.williams@xbpeurope.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

198361650113074

Contact

Daren Williams
07960191798
daren.williams@xbpeurope.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned Maintenance: While high availability is maintained, scheduled maintenance for platform upgrades occurs occasionally outside UK working hours and is communicated in advance.; ; Security Clearance: Access for UK-based support and management of highly sensitive data (Lot 1b equivalent) requires client confirmation of necessary security clearances for assigned staff.; ; Physical Mail Routing: The DMR requires the buyer to redirect physical mail to the secure processing center for operation.; ; Integration Scope: Integration with complex legacy systems must be scoped during the discovery phase.; ; Customisation: Changes to the core SaaS code are restricted; customizations are limited to config, business rules, and API routing.
• System requirements:
  • Modern browser (Chrome/Edge) needed for secure user access portal.
  • API access/credentials are required for seamless system integration.
  • Active directory integration simplifies user management and single sign-on.
  • Client must define all business rules for document classification/routing.
  • Target systems must support secure HTTPS/TLS 1.2+ connections.
  • Client IT requires specific IP filtering/firewall rules for API access.
  • Sufficient licenses for target Document Management/CRM systems needed.
  • Client network connection must meet latency for real-time validation.
  • Two-Factor Authentication (2FA) is mandatory for administrative access.
  • Client provides data definitions for successful metadata extraction mapping.

User support

• Email or online ticketing support: Yes
• Support response times: XBP provides comprehensive support with varying response times depending on service type and incident severity.; ; Standard Support Hours: 08:00 to 18:00 Monday to Friday; ; Emergency Coverage: 24/7 support available for Severity 1 and 2 incidents; ; Response Times:; ; Calls answered within 20 seconds (90% target); Severity 1 & 2: 15-minute response, 2-4 hour resolution; 24/7 operations center staffed including weekends and holidays; Weekend Differences: Regular queries handled during business hours only, but critical incidents receive full 24/7 coverage with same response standards. Emergency contact available for security incidents.; ; Our ServiceFirst model offers three-tier support through telephone, chat, and email channels.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: XBP offers three support tiers:; ; Standard: Service desk, 99.5% uptime, UK business hours (0800-1700 Mon-Fri) - Included at no cost; ; Premium: Named technical account manager, live chat, phone support, monthly reviews, 99.99% uptime SLA, extended hours (0800-2000) - From £2,500/month; ; Dedicated: 24/7/365 support, dedicated technical account manager, customer success manager, fortnightly reviews, bespoke services - From £5,000/month; ; Cloud Support Engineers: Available at three levels with daily rates: Level-1 (£300), Level-2 (£433), Level-3 (£500), plus Technical Manager (£633); ; We provide dedicated technical account managers and customer success managers in Premium and Dedicated tiers, with all resources having security clearance.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: XBP provides comprehensive support to help users get started:; ; User Documentation: Detailed user manuals for all solutions, including step-by-step DMR Portal documentation with screenshots and current revisions. Documentation is accessible within systems based on user roles.; ; Training Methods:; ; Online Training: Automatic enrollment in our 'Lynx' LMS system for compliance and client-specific training; ; Offline Training: Training decks with completion tests and acknowledgments; ; Town Hall Training: In-person sessions with attendance tracking; Getting Started Support: DMR includes "Getting Started" sections with prerequisites, login procedures, and navigation guidance. Users receive welcome emails and role-specific access.; ; Structured Onboarding: Comprehensive onboarding processes with competency evaluations and continuous support. All training completion records are maintained for 10+ years.; ; Training delivery adapts to client needs with multiple formats ensuring users can effectively utilise our services from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: XBP provides structured end-of-contract data extraction through multiple methods:; ; Data Export Options: Users can extract data via self-service portal for general data, with specific requests for detailed retrieval. DMR offers export functionality in multiple formats: CSV, JSON, XML, and Tab Delimited. Automated exports can be scheduled hourly to client SFTP systems.; ; Exit Process: XBP establishes a dedicated Exit Project Team 12 months before contract expiry. We collaborate on detailed Exit Plans covering data migration, knowledge transfer, and system decommissioning.; ; Secure Data Transfer: All digital data transfers use encrypted channels with checksums for validation. Various delivery methods available: SFTP, API connections, or customer-specific requirements. Flexible API integration supports XML/REST requests over HTTP/HTTPS.; ; Post-Contract Access: Customers retain 12-month data access rights following contract expiry.; ; Compliance: All exit activities comply with GDPR, Data Protection Act 2018, and relevant security standards. Secure destruction certificates provided for approved data disposal.; ; Data migration includes scanned images, metadata, indexing, and audit logs with complete validation.
• End-of-contract process: XBP establishes a dedicated Exit Project Team 12 months before contract expiry, collaborating on detailed Exit Plans covering data migration, knowledge transfer, testing, and system decommissioning. We continue providing services until termination date while executing exit arrangements.; ; Contract Inclusions: Standard contract pricing typically includes the core services, data migration planning, secure encrypted data transfers with validation, and basic exit coordination.; ; Additional Costs: XBP uses two exit cost approaches agreed during contract phase:; ; Pre-estimate at contract commencement; Time & Materials based on price book; Investment Recovery Fees: Unrecovered investment costs are charged on a declining monthly schedule (e.g., £100 investment over 60 months terminated at month 48 = £20 fee).; ; Termination Charges: Some contracts include fixed termination fees (e.g., £125,000 after second anniversary).; ; All exit charges are quoted in advance with commitment to reasonable and fair pricing. Data conversion to customer-specified formats may incur pre-agreed expenses.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Yes, DMR provides a comprehensive web-based service interface called the DMR Portal. The portal features multiple modules including Dashboard, Inbox, Client Setup, Role Setup, and Project Setup. Users can access digitized mail through an organised inbox interface with filtering capabilities. The portal supports multi-device access (smartphone, tablet, laptop) with analytics dashboards. It includes automated document classification, routing, and integration with downstream systems like CRM and content management. Access requires DMR URL and login credentials, with SSO options available.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: Interface testing for the Digital Mailroom (DMR) SaaS application is comprehensively integrated into our development cycle to ensure accessibility and compliance. Our strategy includes engaging real users with disabilities to perform manual, task-based usability testing, as automated scans miss critical barriers. We test with essential assistive technologies, including screen readers (JAWS, NVDA), screen magnifiers, speech recognition (Dragon), and keyboard-only navigation. Furthermore, we verify the code for correct semantic HTML and ARIA implementation to ensure screen readers accurately interpret the interactive elements in the validation portal, guaranteeing compliance with WCAG standards.
• API: Yes
• What users can and can't do using the API: Custom APIs are agreed during the discovery phase to allow customers to access the solution via there own systems.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Dedicated Infrastructure: Each customer operates on separate virtual infrastructure with dedicated servers and storage. No shared environments exist, ensuring complete isolation.; ; Network Segmentation: Fully segregated environments (DEV, UAT, PROD) using separate network segments, firewalls, and access controls. Filtering rules prevent cross-contamination.; ; Multi-Level Isolation:; ; Compute isolation: Hypervisor separation and isolated VMs.; ; Storage isolation: Encrypted data at rest with tenant separation.; ; Network isolation: Private links and security groups.; ; Auto-Scaling Infrastructure: Dynamic load balancing and auto-scaling handle varying workloads without affecting other users.; ; Capacity Management: Continuous monitoring projects capacity requirements and allocates sufficient resources to prevent issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can export data through multiple methods:; ; DMR Portal Export: Admins configure format and scheduling frequency. Completed mail status data automatically exports to client SFTP.; ; SFTP Downloads: Users access dedicated SFTP servers containing files. Files are automatically uploaded after processing, and users download on configurable intervals.; ; Manual Export: Search results can be exported in CSV or XML formats with options for column headers and document range.; ; API Integration: APIs enable integration with customer systems via XML/REST requests over secure HTTPS or VPN.; ; Export formats include multiple image types (JPG, PDF, TIFF) with metadata. All exports use secure encrypted channels.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • 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

Data importing and exporting

• Data export approach: DMR Portal Export: Admins configure options by selecting formats (CSV, JSON, XML) and scheduling frequency. Completed mail status data automatically exports to client SFTP systems.; ; SFTP Downloads: Users access dedicated SFTP servers containing PDFs and CSV files. Files are automatically uploaded after processing, and users download on configurable intervals.; ; Manual Export: Search results can be exported in CSV or XML formats with options for column headers and document range.; ; API Integration: APIs enable integration with customer systems via XML/REST requests over HTTPS.; ; Export formats include multiple image types (JPG, PDF, TIFF) with metadata. All exports use secure encrypted channels.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: XBP guarantees multiple availability levels depending on service type:; ; Core Service Availability:; ; 99.7% availability during operational hours (excluding scheduled maintenance); 99.52% portal availability during business hours (08:00-18:00, Mon-Fri); Critical Services:; ; 100% availability for high-priority file deliveries; 99.5% service availability target for 24x7x365 support; Service Credits for Failures: When availability falls below guaranteed levels:; ; Below 98%: 1 service credit per hour of unscheduled downtime; Below 97%: 2 service credits per hour of unscheduled downtime; Single downtime exceeding 3 hours: 5 service credits per hour; Additional SLAs:; ; Incident resolution: 98% within 2-4 hours (Severity 1-2); Service desk response: 95% calls answered within 15 seconds; Problem resolution: 95% root cause identification within 10 working days; Service credits provide monetary compensation for SLA breaches, with downtime tracked from problem identification to resolution.
• Approach to resilience: Available on request.
• Outage reporting: XBP provides comprehensive outage reporting through multiple channels:; ; Public Dashboard: Real-time status dashboard showing system health regarding ongoing outages, scheduled maintenance, and incidents. Users can access anytime to get updates on service outages and impacts. Monitoring dashboard displays API uptime with 100% availability tracking and incident lists.; ; Email Alerts: Customer Notification Letters (NCL) sent via email with detailed information on service disruption and time to resolve. Automated email notifications on status changes and ticket updates. 100% compliance for notifying all planned downtime or changes.; ; API Integration: API-integrated monitoring and alert platform with customer environments providing detailed incident information. Ticket-related APIs for integration with other ticketing systems.; ; TIMO Ticketing System: Centralized incident tracking system enabling real-time incident declaration by any employee. Automatic ticket creation with complete audit trail. Dashboard shows current wait times, ticket assignments, and resolution rates.; ; DMR Real-Time Alerts: Digital Mailroom provides real-time alerts and notifications when recipient action time falls outside SLAs.; ; All incident reports follow defined procedures with immediate ticket creation and help desk contact. SLA-driven resolution targets ensure timely communication and resolution.

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: XBP restricts access through role-based controls with centralised authentication via Active Directory/LDAP. User interfaces are separated from management systems using segregated computers, operating systems, or virtualisation. Administrator and developer access requires reinforced controls including multifactor authentication, detailed logging, and regular reviews. All access follows the principle of least privilege. Authorisation requests are tracked through XBP's TIMO support desk system. Access rights undergo periodic reviews, conducted at least annually. Login restrictions limit access based on date/time thresholds and business needs.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: XBP follows comprehensive information security policies based on ISO 27001:2013 standards:; ; Core Framework: Information Security Program Charter (ISP-00) with over 100 security policies covering asset management, access control, encryption, firewall, and remote access. Policies follow HM NCSC Risk Management Framework mapped to CIS guidelines.; ; Compliance Standards:; ; ISO 27001:2013 certification across all production sites; GDPR compliance with Data Protection Officers; PCI DSS Level 1 certification; Cyber Essentials Plus; Reporting Structure: SVP of Information Security & Risk leads oversight. Site-level QSE, IT security, and physical security correspondents ensure implementation. Data Privacy Manager handles GDPR compliance.; ; Policy Enforcement: Mandatory security training for all employees with policies communicated through training sessions, intranet, and onboarding. Hard copies available at all sites. Annual legal register reviews ensure regulatory compliance.; ; Monitoring: In-house security teams conduct penetration testing, AI-driven threat detection, and strict access controls. TIMO incident tracking system ensures immediate reporting and resolution.; ; All policies are management-approved and regularly updated to maintain compliance with 29+ regulatory frameworks.
• 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: Tracking: All components tracked using Configuration Management Standard. Baseline configuration is maintained with industry-standard hardening (CIS, ISO, NIST). Life Cycle Standard governs acceptance through disposal.; ; Change Management: Change Management Control Standard governs all changes. TIMO tracks all changes with an audit trail. Every change requires approval and testing in segregated environments.; ; Security Impact Assessment: All changes undergo security impact assessments before implementation. Changes affecting security are reviewed by the Change Management Board. Risk assessments and documented back-out procedures are required.; ; Quality Controls: ITIL and COBIT-aligned processes ensure systematic baseline management. Approved software lists prevent unauthorized installations. Periodic audits evaluate compliance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Threat Assessment: Continuous vulnerability scanning using advanced tools with real-time dashboards/SIEM systems. Proactive monitoring of external threat environment including threat intelligence collection and analysis. Comprehensive vulnerability assessment.; ; Patch Deployment Timeline: Risk-based remediation: Zero-day within 7 days, Critical 14 days, High 30 days, Medium 60 days, Low 180 days. All patches tested before production deployment.; ; Threat Intelligence Sources: Official vendor security updates via ISS-06.03 Standard. Industry vulnerability databases for component vetting. Real-time threat intelligence feeds with automated collection.; ; Process Integration: All vulnerabilities tracked through TIMO service desk. Components vetted against vulnerability databases before deployment. Digital signing ensures patch integrity.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Compromise Identification: Real-time SIEM monitoring with automated anomaly detection. Dual-layer logging (application/network) with AI-based systems. Intrusion Detection Systems continuously monitor threats.; ; Response Process: ISS-05.01 Incident Response Standard: detection, analysis, containment, eradication, recovery. TIMO creates immediate incident tickets. XBP-ISMS-A.5.3 handles identification, reporting, assessment, response.; ; Response Speed: Immediate reporting via ticketing/help desk. Real-time SIEM alerts to security teams. 24/7/365 SOC analyst coverage.; ; Advanced Capabilities: SOAR systems with threat hunting and behavioral analytics. Real-time dashboards with customizable reporting. Forensic procedures ensure comprehensive incident management.
• 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: Predefined Processes: Incident Response Standard defines comprehensive procedures for operational, physical, and technical incidents. TIMO system features automated workflows with customisable rules for common events.; ; User Reporting: Users report incidents via TIMO ticketing system, phone, email, or help desk contact. Any collaborator can immediately log incidents with real-time tracking. Complete audit trail maintained for all service requests.; Incident Reports: TIMO provides comprehensive reporting tools with insights to optimise service processes. Incident data supports client steering committees, SAS meetings, and weekly excellence reviews. Quality correspondents supervise resolution workflows with escalation procedures. Reports track incidents from to closure with automated collaboration features.
• 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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Wednesday 8 May 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Wednesday 20 November 2024
• What the ISO 9001 doesn’t cover: N/A
• 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: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3ba37840-a85c-401e-87e8-9fa41ba642f2
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

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

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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

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

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

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

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

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

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

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

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

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

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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