DSI BILLING SERVICES LIMITED

e-xchange

Our fully hosted forms solution provides easy creation of dynamic, web based forms to enable inward communication and data collection including file or image upload and digital signatures. Forms scale from mobile to desktop, store data fully encrypted, provide a powerful validation back-end and output in various formats.

Features

• User management and verification
• Adaptable Style
• Visual forms creation
• Multiple output data formats
• Reactive scaled display
• Fully encrypted end to end data
• Automatic expire or replace dates
• Forms support save and complete later

Benefits

• Improved inward communications
• Detailed user reporting
• Automatic verification of user and data
• Improved user experience
• Reduce form management time
• Automatic feed into backend systems

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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

Framework

G-Cloud 15

Service ID

208178214233940

Contact

Graeme Nye
07807 628701
graeme.nye@dsigroup.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: File or image uploads may be limited from some mobile browsers / handsets.
• System requirements:
  • Internet connection
  • Modern web browser

User support

• Email or online ticketing support: Yes
• Support response times: Within 1 working day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: None beyond testing compatibility with standard OS and browser assistive tools.
• Onsite support: Yes, at extra cost
• Support levels: Support Levels; Client/User Support; Our software solutions have an inbuilt help facility that enables users to report any issues, or request further assistance via email.; ; Primary support is provided Monday to Friday between 8am and 5.30pm.; Out-of-hours support (including weekends) can be arranged to suit particular client needs, at an additional cost.; ; Our software is likely to be in use during core working hours, so out-of-hours support is not ordinarily required.; ; System Support; Where cloud services are being provided for use outside of core working hours, our support team provide 24x7 cover to maximise system availability/up-time.; ; Support Costs; User email support - Included within our standard service charge.; System Support - Included within our standard service charge.; ; Technical Account Manager; A Technical Account Manager will be provided to manage client support requirements and to monitor system up-time and performance. Web-chat functionality can be implemented to expedite resolution to more intricate user issues.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We have guides for setup, administration and usage. We can provide a online meeting walk through and if requested can provide on site assistance.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Either through the admin controls or by request to us.
• End-of-contract process: Prior to expiration of the contract period, we will initiate our end-of-contract process. This will be managed by the client Account Manager, and will be designed to ensure a risk-free cessation of services and transition to a new supplier (if appropriate).; ; End-of-contract process will cover:; Communication - a mechanism for communicating to end users likely to be impacted. This can be delivered via the software directly to users.; ; Transition Planning - a service transition plan will be agreed and documented.; ; In accordance with Data Protection requirements we will ensure that:; ; Data - all data will be deleted.; Digital Assets - all digital assets will be deleted.; Login Credentials - all login credentials will be deleted.; Software - all active software and existing system communication mechanisms will be deactivated.
• 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: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The windows desktop service can be driven by a print driver which makes it a faster process with extra options for processing before upload. The mobile service is Govmail Online which requires manual upload of documents and has scaled back options.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The admin interface allows user management, editing of data retention rules and download of reports. From our side we can update stock and other service options for a customer.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: None beyond testing with standard OS and browser assistive tools.
• API: Yes
• What users can and can't do using the API: The API can be used to get real time job status and usage reports. Uploads and job management through the api skip the document processing of the UI. API use is only recommended where our batch process mode is not an option.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the basic appearance, logos and colours.; Customisation is done through simple settings files.; Customisation options are given to the admin who rolls the service out to the users.

Scaling

• Independence of resources: Our service has been built with excess server capacity and bandwidth for the number of users. If user numbers and demand increase we can double the capacity by rolling out another server. Due to the nature of the service the demand per user is predictable and limited. We monitor and log user numbers and demand over time.

Analytics

• Service usage metrics: Yes
• Metrics types: The service includes usage details per user and per group, items printed, postage type, items per day, cost and breakdown of the above per department.
• 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Other
• Other data at rest protection approach: Encryption of data to AES-256 standard.
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Customer user data can be exported by the admin from the admin controls.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • Pipe separated files
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON
  • Pipe separated files
  • Fixed width text

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: If using the installed option we encrypt data and documents using AES-256 before transmission
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Data is encrypted using AES-256 until it is required for print.

Availability and resilience

• Guaranteed availability: We will agree and document service levels specific to each client's requirements, to ensure that the service is aligned with their operational requirements.; ; Availability - Our service availability guarantee will be 99.5%; ; We take great care in monitoring our internal and external server network 24/7/365 to make sure that the up time guarantee is observed and that the end-user services are being delivered as smoothly as possible.; ; As part of our guaranteed availability, we will work with each client to identify and document any rebate system, should this become applicable.
• Approach to resilience: We use dedicated servers for this service so there is no load balancing with other services.; ; The dedicated server host provides:; Multiple UK Sites for Disaster Recovery; N+1 Data Centres; 4 Hours Fix contracts with every M&E supplier; 24 x 7 Fuel supplies for onsite generators; Scheduled and regular maintenance on all M&E components; Multiple Tier 1 Network Carriers; No single point of failure between Data Centre sites. If link fails traffic automatically re-routed.; Scalable architecture including multiple redundant core switches and routers; Dual independent power feeds, backed up by dual battery string Uninterrupted Power Supplies (UPS) systems
• Outage reporting: We have a regular check which will send email alerts to us in case of any state changes, along with using visual ping to monitor every web page in the service. If the outage affects users emails will go out to cover type and estimated time to resolution.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Automatic user identification and validation through linking to active directory.
• Access restrictions in management interfaces and support channels: Only specific users are given management access, checked on both login and ip. Additional keys are required for admin level settings.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 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 meet ISO:27001 standards, all checks and tests are documented and results stored. We have in place automated processes to ensure data is cleared after it's retention date along with monthly manual housekeeping checks. After use data is encrypted and archived for the retention term.
• 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: All components of the service have been developed within a change control system. Every change is documented and revertible for review and testing. All changes are reviewed before deployment and tested for security if thought to raise any security risks.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Threats are assessed on potential risk to service and data security.; Standard security patches are tested and deployed weekly. Any vulnerability actively affecting service would be patched within 24hrs.; We gather information by monitoring access, use and feedback to the service along with reports concerning components in use (os, db, web server, server side code components).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We log and monitor all access to the service, highlighting unknown ip, invalid service use, or invalid api keys.; Proactive systems (fail2ban) maintain a firewall approach to catch early attacks. If security is found to be compromised we would respond immediately with the goal to remedy within 24hrs.
• 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: Incidents are assessed on risk to service and user data security. users can report incidents through any of our methods of contact. All reported incidents are logged. Incidents cause and efforts to prevent going forwards will be documented in our change control system. Reports would be provided at request
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Included installation, account setup, testing, document processing and return of PDF documents that would be printed and mailed if the service is made live. No documents are printed or mailed.

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: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 3%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Monday 21 April 2025
• What the ISO/IEC 27001 doesn’t cover: No out of scope activities
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Monday 21 April 2025
• What the ISO 9001 doesn’t cover: No out of scope activities
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Monday 11 April 2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Final in house data process and production which is outside the cloud service side.
• PCI certification: Yes
• Who accredited the PCI DSS certification: IT Governance Ltd
• PCI DSS accreditation date: Friday 28 November 2025
• What the PCI DSS doesn’t cover: N/a
• 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: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • 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
    • 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
    • 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 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

  • 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.

    • 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
    • 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.

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

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

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • 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
    • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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 graeme.nye@dsigroup.com. Tell them what format you need. It will help if you say what assistive technology you use.