LIBERATA UK LIMITED

Liberata Anytime Service

The Liberata Anytime service is designed to provide a end to end back office transactional processing solution resulting in no manual effort required by the Council for the services delivered through the Anytime service.

Features

• Approach can be amended dependant on Council work splits
• Pricing will be tailored to each individual Council work splits
• Where necessary our approach will replicate existing Council processes
• Embedded quality processes
• Commitments on accuracy levels
• Short but thorough approach to implementation
• Dedicated officers for each Council
• Capability can be switched on or off dependant on demand

Benefits

• Support improvements in speed of processing in benefits
• Improvements in collection rates
• Allows Council officers to focus on more value add tasks
• Headcount savings - free up valuable Council resources
• Increased processing accuracy
• Improved levels of customer experience
• Reduction in levels of overpayments
• GDPR Compliant

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 bidadmin@liberata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

208093138150462

Contact

Bid Co-ordinator
020 7378 3700
bidadmin@liberata.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: None
• System requirements: Modern web browsers with internet access

User support

• Email or online ticketing support: Yes
• Support response times: We have dedicated Client Managers for each account to provide immediate assistance during office hours 8.45-5.30 Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Dedicated Client Manager for each account to provide immediate assistance. On-boarding and off-boarding assistance included and technical support also available at no extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The onboarding plans is facilitated by the dedicated Client Manager who will be your main point of contact through the services. The entire onboarding process can be completed in less than 3 working days and requires, on average, half a day's resource from yourself. Within the kick off call, we shall go through all implementation actions and the timeline for the implementation and the service as well as get all information from yourselves to customise the services to your request. We will provide online training and regular contact before and during the services.
• Service documentation: No
• End-of-contract data extraction: All data is kept within the Buyer's system so no requirement to extract data at contract end.
• End-of-contract process: User accounts are disabled. An end of review/off-boarding call will also be held with the buyer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customisable webform and letters. The client can request amendments on the review specifications.

Scaling

• Independence of resources: Regular server capacity monitoring

Analytics

• Service usage metrics: Yes
• Metrics types: A provision of reports available on the cloud highlighting the progress of the review,
• Reporting types:
  • 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: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• 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: Application file download
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

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: 24/7 accessibility, 99.75% availability over the review period
• Approach to resilience: The solution is provided from a UK-hosted, dual datacentre, private cloud platform which supports SAN to SAN replication of data between the two sites. The platform is designed to give tolerance to single points of failure, and is supported by our 24x7 support organisation. Data can also be backed up locally to a virtual tape library, enabling rapid restore when required.
• Outage reporting: Email notifications to users

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User roles restrict access to specific functions with the application.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO22301 (Business Continuity); PSN; Cyber Essentials Plus
• Information security policies and processes: Liberata Information Security Management Policy and within the security framework, includes:; Liberata Acceptable Use Policy; Liberata Access Control Policy; Liberata Compliance Policy; Liberata Data & Asset Management Policy; Liberata Mobile Working Policy; Liberata Personnel Security Policy; Liberata Risk Management Policy; Liberata Incident Management Policy; Liberata Physical & Environmental Security Policy
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Change Management process is aligned to ISO20000 IT Service Management.; ; A Change Advisory Board sets the requirements to which the life-cycle of change is managed.; ; CAB objectives:; Ensure that changes to the IT Infrastructure are assessed, prioritised and scheduled in a timely and cost effective way that maintains contractual client service levels;; Ensure Changes are reviewed throughout the Change Lifecycle;; Ensure appropriate resources are in place to meet clients’ business requirements;; Improve clients’ overall satisfaction with the services provided; and; Manage emergency change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular scanning is in place to identify vulnerabilities and the required remediation implemented to a defined plan to comply with CE+, PSN and ISO27001. Threat horizon scanning is provided by our infrastructure partner and through product vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have a fully operational 24/7, 365 day SOC monitoring service.; ; Servers have security logs in Audit Collection Services, within Microsoft System Operations Manager.; ; Logs are retained for at least 6 months including:; User or process Unique ID; ; Date and time of event; ; Physical or logical address; ; Type of service executed;; Privileged command executions;; In-bound email traffic claiming origination from PSN addresses or from 'null' addresses;; Excessive outgoing web traffic;; Regular data exchanges with external addresses;; Log record changes.; ; We have a SyOPs document which details the frequency for manually validating access controls and firewalls logs, etc.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are managed via the Service Desk with an incident management team responsible for coordinating and directing the response. Conforms to the requirements of ISO27001 and ISO20000.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: Sunday 20 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/a - all scope and controls covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Saturday 4 May 2024
• What the ISO 9001 doesn’t cover: HRP Services
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C646ae2c-c424-49ab-81c0-aaba146bf338
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8479c8bd-20eb-467f-8142-a7d4f041d28c
• 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

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

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

    • 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

  • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • 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
    • 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

  • 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
    • 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

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

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

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

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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