VYSIION LIMITED

Enterprise Contact Centre

The Enterprise Contact Centre Service provides a cloud based, hosted contact centre solution, enabling the features and functionality to run an inbound, outbound, or blended Omni-channel environment. Additional value add-ons include Workforce Management (WFM) Workforce Optimisation (WFO), and Intelligent Virtual Agents (IVA).

Features

• User-Friendly Interface
• Agent Desktop Plus
• Workflow Automation
• CRM Integrations
• Application Programming Interface (APIs) & Software Development Kit (SDKs)
• Intelligent Virtual Agent (IVA)
• Quality Management (QM)
• Workforce Management (WFM).

Benefits

• • A customer-centric platform with an intuitive interface
• omnichannel communication, self-service capabilities, and personalised experiences
• • Consolidates channels into a user-friendly interface
• supporting phone, chat, and social media with visual cues
• provides real-time information visualisation, and enhances decision-making
• Robust support for telephony controls and pre-built integrations
• Delivers a no-code visual builder for automating routine tasks
• Tools for monitoring, evaluating, and improving customer interactions
• Agent assistance and real-time monitoring features
• Tools to optimise operational efficiency, customer

• Education pricing 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 VysiionBids@Exponential-e.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

203726162763792

Contact

Vysiion Sales
01249 446500
VysiionBids@Exponential-e.com

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Enterprise community
  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The CC service could function as an add-on or extension to other software services, mainly through deep integrations and APIs. It could be an extension to: Microsoft Teams, Major CRMs, including Salesforce, Oracle, and Microsoft Dynamics ; Reporting systems and business analytics platforms (via APIs); Any SOAP or REST API endpoints
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Where the Customer is consuming concurrent agent licenses or Named User Licenses, the minimum contracted amount of concurrent agent licenses will be stated on the Order Form. The Customer is entitled to consume over and above that contracted concurrent agent licenses stated on the Order Form. In the event that the Customer consumes over and above the contracted stated on the Order Form, the Customer will be charged for the peak number (maximum number) of concurrent agent licenses in use at any time. See service definition for more information,
• System requirements:
  • Device: APC, Mac, laptop, or tablet with internet connectivity
  • Hardware requirements are imposed, the system is browser-based
  • A modern, updated browser is required.
  • Supported recent versions of Google Chrome, Microsoft Edge, and Firefox
  • JavaScript and cookies must be enabled
  • Customer site connectivity to access the service*.

User support

• Email or online ticketing support: Yes
• Support response times: Vysiion’s Service Desk is 24/7 Response times are outlined below: P1 15 minutes to respond P2 15 minutes to respond P3 30 minutes to respond P4 30 minutes to respond.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Vysiion provides multiple levels of support tailored to specific requirements: • Standard Support: Covers operational support including incident management, proactive monitoring, and maintenance activities; 08:00–18:00 on weekdays • Enhanced Support: Includes 24/7 support for incident resolution, proactive monitoring, and escalations ensuring critical systems remain operational • Customised Support: Tailored packages to meet unique business needs, including managed services, system administration, application support. The cost of support services varies based on the level selected: • Standard Support: Included in service agreement if within thresholds. Additional requests are charged per agreed rate card. • Enhanced Support: Fees are based on 24/7 availability and include time-related charges for on-site support, along with T&S costs • Customised Support: Bespoke pricing based on scope of requirements, per unit per day for consultancy and support. Technical Account Manager or Cloud Support Engineer • Vysiion provides dedicated Account Managers such as a Service Delivery Manager (SDM) and Sales Account Manager. The SDM ensures service reviews, reporting, and escalations are handled effectively, while the Sales Account Manager oversees additional service discussions • Cloud Support Engineers are available as part of enhanced operational support packages. Their responsibilities include managing Microsoft public cloud environments, monitoring, troubleshooting, and maintaining security configurations.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The process begins with a comprehensive consultation to understand the customer's requirements and existing infrastructure. Following this, Vysiion delivers managed implementations, including in-house design and testing of the proposed solution, ensuring it aligns with the customer's operational and security needs.; Vysiion provides both online and onsite training, tailored to the customer's needs. Bespoke documentation is created as part of this process, detailing system configurations, user guides, and operational manuals. This ensures users are equipped to fully utilise the capabilities of the service. Documentation includes high-level designs (HLDs) and low-level designs (LLDs), structured reviews, and step-by-step guides for managing the service.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Microsoft Office Suite
• End-of-contract data extraction: Vysiion uses encryption and secure transfer protocols to prevent data loss or breaches during extraction. Customers can request additional services for bespoke migration needs, which may incur extra costs.; Account and Access Management:; Access to the system is revoked upon contract termination to prevent unauthorised use. Vysiion provides detailed offboarding reports, outlining actions such as account deactivation and system audits.
• End-of-contract process: At the end of the contract, we work with you to plan service transition or termination. We provide necessary documentation and data handover included in the contract price. All standard offboarding actions, mandatory requirements, and data return are covered. If you need support beyond standard scope, such as bespoke data migrations, engineering resource, or site visits, these are charged using a rate card or as agreed change items. Additional costs may also apply for third-party charges, regulatory changes, excess construction charges, or extra services requested post-contract. Final charges are subject to survey, contract terms, or approval if required.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• 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: None.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: ServiceNow is a leading IT Service Management (ITSM) platform used to manage incident, problem, change, and service requests in line with ITIL best practice. It provides a single portal for customers to log and track tickets, accessible by email, web, and phone. ServiceNow automates workflows, enabling tickets to be prioritised by service levels and ensuring efficient resolution. It supports modules for incident, problem, change, request, and service level management, along with a CMDB to maintain asset data. ServiceNow integrates reporting, escalations, and knowledge management, giving end-to-end visibility across all service activities.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We tested the ServiceNow interface for accessibility using assistive technology, including JAWS and NVDA screen readers, to check portal access for users with visual impairments. We confirmed keyboard-only navigation and tested with magnification tools to ensure users could complete tasks like navigating incident forms and dashboards without losing context or function.; ; Colour contrast ratios and alternative text for icons and action buttons met accessibility requirements. Users raised and tracked incident tickets through the self-service portal and used phone and email support channels if barriers were found, enabling issue escalation and resolution. Ticket prioritisation, status updates, and change tracking were accessible in the web interface, verified by real user completion of these core tasks.; ; Agent workspace integration with Microsoft Teams allowed users with accessibility needs to contact the service desk through searchable Teams contacts or direct extension dialling, as proven in user testing.; ; Testing included users with voice control software, who completed ticket submissions and navigation of configuration item reporting without workflow blocks or missing labels. We logged all accessibility gaps and sent them to the service desk for interface updates.
• API: Yes
• What users can and can't do using the API: These APIs allow remote systems to control many aspects of the contact centre, such as retrieving historical and real-time data, triggering reports, and accessing all supervisor-tracked metrics.; ; You can use the APIs to create custom dashboards, feed wallboards, extract reports, or trigger activities from within call flow logic, IVR scripts, CTI events, or agent workflows.; ; The APIs enable real-time integration and automation with external systems, such as CRMs or other business applications.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: We use dedicated resources and robust network architecture to guarantee users are not affected by demand from others, ensuring consistent speeds and minimal latency at all times. End-to-end SLAs back the service, so we monitor and report on performance against agreed standards. We keep downtime to a minimum through proactive monitoring, rapid response, and sufficient capacity planning. The approach has worked at scale for major retailers enabling smooth operations regardless of local demand patterns. This delivers reliable access and high service quality for all users, irrespective of system load placed by others.

Analytics

• Service usage metrics: Yes
• Metrics types: Vysiion provides comprehensive usage metrics for contact centre services. You can access standard and customisable reports on agent activity, call volumes, queue status, abandonment rates, average handle time, missed calls, occupancy, and more. Reports are available in real time and historically via the Five9 reports portal, web service, email, or SFTP. Managers can view data by agent, team, queue, or time period. Report intervals are configurable from every 15 minutes up to monthly. Metrics support operational monitoring, trend analysis, and compliance requirements. All data is exportable
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• 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
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Vysiion provides a secure, structured data export process aligned with GDPR and industry standards. Users export data via a customer-accessible portal, using appropriate protocols; exports are usually in formats like CSV. Encryption safeguards data in transit and at rest. Access is restricted through role-based controls. Contract termination triggers complete, documented client data removal as per exit management policy. Data handling is reviewed by an Information Controller and supported by regular compliance checks, ensuring security from export through deletion.
• 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
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The Target Availability Service Level for the Enterprise Contact Centre Service is 99.99%
• Approach to resilience: Available upon request.
• Outage reporting: Vysiion reports service outages through the following:; Public Dashboard: Customers have access to real-time dashboards via the Service Management platform. These dashboards display current incident status, live outage information, response times and key service metrics. This provides immediate visibility of issues as they occur.; ; API: The Service Management platform supports integration and real-time reporting through APIs, giving technical teams direct visibility and traceability for incident and performance data.; ; Email Alerts: The Service Desk sends automated notifications and escalation alerts by email when major incidents or outages occur. For urgent issues (P1), customers are encouraged to raise incidents by telephone, but both email and API alerts are used for incident communication. Ad hoc reporting and interim updates are provided as required, in addition to monthly tailored service performance reports.; ; Customers also benefit from 24/7 support through the Service Desk, with detailed, time-stamped incident tracking and audit trails. All incidents, including outages, are logged automatically and can be escalated through multi-level support channels. Escalation alerts, incident updates, and performance summaries are shared by email and through the dashboard.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Vysiion restricts access in management interfaces and support channels using the principle of least privilege, centralised approval workflows, and automated review cycles. Only corporate-managed devices meeting security standards connect to management interfaces, enforcing endpoint security with Microsoft Defender. Access to customer systems is via jump servers and Privileged Access Management, with time-bound, monitored sessions and automatic credential rotation. Remote access uses identity-driven controls and endpoint validation through SASE. Policies and SIEM monitoring provide continuous oversight, and all interfaces are auditable with quarterly reviews and privileged account logs.
• 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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We maintain a comprehensive set of information security policies and processes covered by our ISO27001-accredited Information Security Management System (ISMS) and supported by other compliance frameworks such as ISO9001, ISO20000, ISO22301, ISO27017, BS10012, Cyber Essentials Plus and SOC2-Type 2[1].; Our internal audits are conducted by Blackmores UK on monthly basis and accordance to our audit schedule.
• 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: Vysiion uses an ITIL-aligned configuration and change management process. We log all changes, assess their potential impact and risks, and require authorisation before implementation. Our platform documents every step, enabling real-time tracking, automated notifications, and full audit trails for transparency. We follow standardised workflows to manage changes across all supported items, including supplier-initiated ones. Post-deployment checks confirm performance. For each change, we carry out risk evaluations and formal sign-off, minimising disruption and ensuring compliance. Lessons from audits and reviews inform process improvements, strengthening system resilience and operational efficiency.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vysiion’s vulnerability management process aligns with ISO/IEC 27001. We use continuous monitoring of vendor advisories and threat intelligence to identify vulnerabilities. Each vulnerability is risk-assessed and critical issues are escalated. We use ITIL-aligned change management and automated tools like Microsoft Endpoint Manager for patch deployment. All actions and approvals are tracked in ServiceNow. For enhanced remediation, we use Microsoft Defender Vulnerability Management and Tenable. Updates are tested before deployment. Full asset inventories and risk-based prioritisation ensure prompt action without disrupting operations. Our process applies to both customer and internal systems for consistency and traceability.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Vysiion complies with ISO 27001 for information security, with regular independent audits and real-time monitoring of internal networks using industry-standard tools to detect and log security breaches. The company follows industry best practice for risk management and maintains compliance through a dedicated compliance team. Threat detection rules are actively updated, and operational monitoring and governance are continuous. Vysiion also complies with ISO 9001 for quality management and aligns with ITIL for service management processes. A Data Protection Officer oversees GDPR compliance, and the company retains data only for the required operational or regulatory period.
• 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: Vysiion follows ITIL-aligned incident management with pre-defined workflows for common events, documented procedures, and runbooks for major incident categories, such as malware detection and unauthorised access. Users report incidents via the ServiceNow service desk portal, which issues a unique ticket reference and allows them to track progress online. Event-driven incidents are automatically triggered by integrated monitoring tools. Incident reports are created in ServiceNow, showing status, root cause, actions, and SLA performance, and are shared with users according to pre-agreed formats and timeframes. Lessons learnt and remedial steps are documented in post-incident reports.
• Post-quantum cryptography secure: No

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• 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: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 12%
• Between £2,500,001 and £5,000,000: 14%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The British Assessment Bureau
• ISO/IEC 27001 accreditation date: Friday 27 June 2025
• What the ISO/IEC 27001 doesn’t cover: VYSIION’s ISO/IEC 27001 certification covers their Information Security Management System (ISMS) for the design, delivery, and management of their networks, telephony, and associated infrastructure. This includes all devices, services, and locations tied to those core offerings. Anything outside this operational environment is not included in the certification scope, such as third-party platforms not managed by Vysiion, client-owned infrastructure, or any services outside their managed networks, wireless LAN, LEO satellite connectivity, and telephony solutions. The certification does not cover systems not listed on the official certificate, personal devices not used for company work, or custom integrations provided solely by clients.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: The British Assessment Bureau
• ISO 9001 accreditation date: Monday 10 February 2025
• What the ISO 9001 doesn’t cover: Our ISO 9001 certification covers our quality management systems only. It does not cover information security, which is managed separately under our ISO 27001 certification. Cloud service security controls are covered by ISO 27017 and CSA STAR, not by ISO 9001. Data protection activities are covered under specific data standards, not under ISO 9001. Our business continuity and disaster recovery processes are covered by ISO 22301, while environmental management is governed by ISO 14001. IT service management sits under ISO 20000-1, and energy management is managed through ISO 50001. Our certificate does not extend to these separate management systems or their respective processes. Only processes, services, and locations identified within the scope of our quality management system and approved by the certifying body form part of our ISO 9001 certification. Any activities outside the defined and audited quality management scope—such as information security, cloud management, energy usage, data management, and environmental or business continuity—are not covered by this standard.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3526a673-c4b1-499f-985a-05626459b87c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bbb6ad1b-7d9b-459f-96b6-951a37b8ea13
• 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
    • 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
    • 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

  • 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
    • 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 VysiionBids@Exponential-e.com. Tell them what format you need. It will help if you say what assistive technology you use.