Provident CRM Ltd

SugarCRM - All Products (Sugar Sell, Sugar Serve, Sugar Enterprise, Sales-i & Sugar Market)

Provident CRM specialises in SugarCRM consulting, implementation, integration and training. We design, deploy and optimise SugarCRM solutions to improve Sales, Marketing and Customer Service performance, ensuring platforms are tailored, scalable and fully adopted across your organisation

Features

• A 360-degree perspective of every individual or record
• Mobile/remote accessibility
• Easily configurable & customisable
• Business process management
• Reporting and dashboards
• Cloud, Private Cloud or on-premise deployment
• Advanced AI features
• Sugar Sell - Sales automation including reporting & dashboards
• Sugar Serve - Everything you need for outstanding customer experiences
• Sugar Market - Marketing Automation

Benefits

• Create more meaningful experiences and build lasting relationships
• Enables digital transformation
• Flexible to adopt all use cases
• Access information on multiple devices, from anywhere in the world
• Integrate with other business critical platforms
• Automate processes to save valuable time
• Leverage AI functionality designed to help users
• Maintain control of your data
• Deployable to Sugar Cloud or Private Cloud (onsite)

• 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 Sales@providentcrm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

231293682140584

Contact

Gary Cullen
02034116799
Sales@providentcrm.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: SugarCRM operate a transparent service where there are no hidden charges or constraints bar one. A single instance of SugarCRM will have 30gb of cloud storage, with an additional 0.5 Gb per licensed user.
• System requirements: https://support.sugarcrm.com/resources/supported_versions/

User support

• Email or online ticketing support: Yes
• Support response times: We provide standard support that is included in the SugarCRM license fees between the hours of 8am and 6pm, Monday to Friday. Extended Support which will extend the cover to our of hours, or to customisations (custom integrations etc) is provided via an additional, negotiated cost.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: We provide a standard support for the core Sugarcrm product based on 8x5 response hours, included in the license fee. ; In addition, we can expend this support to either 12x5 Enhanced Support, or Premium 24/7 (P1 only). ; Enhanced Support is priced at £220 per licensed user; Premium Support is priced at £384 per licensed user; ; We provide a Customer Success Manager (CSM) to you as part of the Enhanced and Premium Support packages. Your CSM is supported by our full support and technical teams, and has the ability to escalate to senior management as required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Provident CRM delivers flexible, user-centred training to ensure teams maximise their CRM value. We offer live sessions onsite at your offices or in ours, and remote workshops tailored to your people, workflows and goals. Training covers everyone from end users to admin leads, with 1-to-1 support, step-by-step documentation and video tutorials that reinforce learning and confidence. All training sessions are designed around our customers unique use case, ensuring all sessions are relevant and focussed on delivering results. Additional help is available during the training phase, and clients can opt for ongoing managed service support if needed. Our consultants stay current with the latest features so your team learns best practices as the platform evolves.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: When a SugarCRM contract ends, customers retain full ownership of their data and can extract it in standard formats. Prior to termination, users can export records from each module directly from the application as CSV files, including all core and custom fields permitted by their role.; ; For larger or more complex environments, SugarCRM also supports full database exports or backups, typically coordinated with SugarCRM support or an implementation partner to ensure completeness and accuracy. Attachments and documents can be downloaded separately, and APIs may be used to extract data programmatically if required.; ; SugarCloud maintains an active data retention policy and retains or deletes all data in accordance with applicable laws and compliance requirements.; ; If a Sugar customer decides to leave Sugar, they have access to their data for up to 120 days, unless otherwise requested. After the 120 days, customer data will be permanently deleted.
• End-of-contract process: At the end of a customer contract, Provident CRM follows a controlled and documented service exit process. The process is initiated in accordance with contractual terms and includes clear coordination with the customer to ensure an appropriate transition. Provident CRM will provide the customer with a final copy of their database in an agreed format, transferred securely using encrypted channels. Access to systems is maintained only for the duration required to complete data extraction and handover activities. Relevant audit logs, including access and change logs, are retained in line with defined retention policies and can be made available to support audits or regulatory requirements where applicable.; Following confirmation of a successful data handover, all customer data is securely deleted from production and low environments. Previous backups any other relevant information is also removed. Hosted environments will be decommissioned in line with customer agrement.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service is rendered differently to provide as similar an experience to the user as the desktop version, on a smaller screen. The Mobile device provides all of the core functionality, with some of the more advanced AI, administration and reporting features being restricted due to complexity of functionality. The Mobile app does allow data to be accessed when offline, which the desktop version does not support.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: All product functionality can be accessed via the API. The API can be modified if required to extend the functionality. ; The API requires secure authentication configuration, which determines the extent of the access the third party application can have. Once configured by an administrator, the user can access the functionality of Sugar that is exposed. There are two api methods that users can use to update records. A single record action, or a bulk record action. ; The api is limited in that is does not queue the actions akin to a service bus, but is transactional linearly.; Typically the API access is designed to be used by third party applications, and not by users.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SugarCRM has a developer tool built into the product allowing a user to add modules, fields, layouts and relationships. A large part of the product is designed to be modified using the tools built in. Additionally the product can be extended to serve any use case by a qualified developer. The system is adaptable to any use case, and any customisation is desirable. ; ; Changes can only be made by administrators or advanced users that have been provided with limited access to product areas. Administrators can upload packages that have developed to extend and add custom functionality.; ; Provident has 18 years experience in managing unique customer use cases, in both the private and public sector. We fully warranty and support any changes we have undertaken for customers.

Scaling

• Independence of resources: SugarCRM protects users from performance impact caused by other customers through a secure, multi-tenant cloud architecture with strict resource controls. Workloads are isolated, monitored in real time, and automatically scaled to meet demand. Rate limiting, performance throttling, and enterprise-grade infrastructure ensure consistent availability, responsiveness and uptime for all users, regardless of overall system load.

Analytics

• Service usage metrics: Yes
• Metrics types: SugarCRM uses a Tracker Performance module that collects server performance information such as database round trips, the number of files accessed, server response times, and memory usage. There's also a Tracker Queries Module that logs database queries exceeding a time threshold specified by the administrator. ; The Tracker Sessions module records active users' session data, including session round trips. A session starts when the user logs in and updates each time they perform an action, helping administrators understand how much time users spend in Sugar and how many actions are completed.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: SugarCRM

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
  • European Economic Area (EEA)
  • Other locations
• 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 every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: 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
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export data from SugarCRM by navigating to the relevant module (such as Accounts, Contacts or Opportunities), applying any required filters, and selecting records from the list view. Using the Actions menu, they choose Export to download the data as a CSV file. Exports can include selected records or the entire filtered list. Access to export functionality depends on user role permissions, ensuring data governance and compliance.
• 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: SugarCRM provide ongoing support and upgrades/bug fixes as part of their license. They document their commitment at their Trust site, because trust is built on transparency. https://www.sugarcrm.com/uk/why-sugar/trust/; Provident CRM do not accept payment for any service until a milestone has been mutually agreed. Part of the agreement is that you are fully satisfied with the work carried out.
• Approach to resilience: SugarCRM is designed for resilience through a cloud-native architecture and a robust data centre setup. Sugar Cloud is hosted on Amazon Web Services (AWS), with environments deployed across multiple availability zones within each region. These AWS data centres are physically separate and designed with independent power, networking, and cooling, ensuring that a failure in one location does not impact overall service availability. The platform uses a layered architecture, separating web, application, and database components, with load balancers distributing traffic and automatically routing users away from unhealthy resources. Continuous monitoring detects issues early and enables rapid response to infrastructure or application faults. Data resilience is ensured through automated backups, replication, and tested recovery processes, allowing systems to be restored quickly in the event of data loss or corruption. Updates and maintenance are delivered using controlled release processes to minimise risk, with service health communicated transparently via SugarCRM’s status page. The resilient AWS data centre design and application architecture help SugarCRM deliver high availability, fault tolerance, and rapid recovery for customers.
• Outage reporting: SugarCRM reports outages primarily through its official public status page, which provides real-time visibility into the health of its cloud services. When an incident occurs, SugarCRM posts an update showing which services or regions are affected, the nature of the issue, and its current status, such as investigating, identified, monitoring, or resolved. This page is maintained by SugarCRM and is the first place they communicate confirmed outages or widespread service degradation.; ; In addition, SugarCRM allows customers and partners to subscribe to notifications from the status page. Subscriptions can be set up so that updates are sent automatically by email whenever a new incident is created, updated, or resolved. This means administrators do not need to continuously check the status page, as relevant information is pushed to them as the situation changes. Together, the status page and its notification system provide both on-demand and proactive communication during outages.

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: Provident CRM defines restrictions in management interfaces via the Access Control Policy, supported by the information security policy and user access management policy. Administrative interfaces (including cloud management consoles, monitoring platforms, and support systems) are restricted using role-based access control and the principle of least privilege. Access is granted only to authorised personnel based on job role, with strong authentication, including multi-factor authentication, enforced where available. Support channels and portals require authenticated user accounts, and all access and actions are logged and regularly reviewed. Periodic access reviews ensure permissions remain appropriate and are promptly revoked when no longer required.
• Access restriction testing frequency: At least every 6 months
• 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: Provident CRM maintains a comprehensive information security governance framework - Information Security Management System (ISMS). Core policies include Information Security, Risk Management, Access Control, Incident Management, Change Management, Asset Management, Supplier Security, Business Continuity, and Data Protection. These policies define mandatory controls, responsibilities, and acceptable practices across all services and operations.; The reporting and governance structure is clearly defined. Senior management retains overall accountability for information security, with day-to-day responsibility delegated to designated security and operational leads. Information security risks, incidents, audit findings, and improvement actions are formally reported through management review processes, ensuring oversight, prioritisation, and resourcing at an appropriate level.; Policy compliance is enforced through a combination of documented procedures, role-based access controls, technical safeguards, and staff awareness. All personnel are required to adhere to security policies as part of their contractual obligations and receive regular security awareness training. Compliance is monitored through internal audits, vulnerability management, access reviews, and management reviews, with corrective actions tracked to closure. This structured approach ensures policies are consistently applied, measurable, auditable, and continually improved in line with ISO certification requirements.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Provident CRM ensures that all components of its services are formally tracked throughout their entire lifecycle, from design and development through deployment, operation, and retirement. Assets, applications, infrastructure, and configurations are recorded within controlled systems, and all changes are subject to defined change management processes. Each proposed change is assessed for potential security, quality, and operational impact prior to approval and implementation. This approach is aligned with Provident CRM’s ISO 27001:2022 certified Information Security Management System and ISO 9001 Quality Management System, ensuring risks are identified, mitigated, documented, and auditable on an ongoing basis.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Provident CRM operates a structured vulnerability management approach aligned with its ISO 27001:2022 Information Security Management System. Vulnerabilities are identified through regular vulnerability scanning, vendor security advisories, and monitoring of emerging threats. Identified vulnerabilities are assessed based on risk, likelihood, and potential impact, and prioritised accordingly. Remediation actions are planned, tracked, and implemented within defined timescales, with validation performed to confirm effective resolution. This process ensures continuous risk reduction, traceability, and auditability across applications, infrastructure, and supporting services throughout their operational lifecycle.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Compliance with the Information Security Management System policies and procedures is monitored by the Management Review Team, supported by periodic independent Internal and External Audits. Internal and external data sources are used to identify existing and emerging threats, alongside assurance activities including internal audit, external audit and penetration testing. Information security is defined by Confidentiality, Integrity and Availability. Provident CRM has a dedicated Data Protection Officer. Security incidents are managed according to severity, with critical incidents assessed and addressed immediately, typically within hours, in line with incident response SLAs (Priority 1: 15-minute response time).
• 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: Provident CRM operates a formal incident management process. Common operational and security events (such as service degradation, availability issues, security alerts, or suspected data incidents) are logged, categorised by severity, and managed through defined response procedures. Incidents are triaged promptly based on an impact vs urgency matrix.; Users can report incidents through a dedicated support portal or via a dedicated support hotline. All reported incidents are formally recorded and tracked through to resolution.; Incident reports are provided to customers as required and include incident timelines, impact assessment, root cause analysis, remediation actions, and preventative measures, ensuring traceability, and continuous improvement
• 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: Yes
• Connected networks: Scottish Wide Area Network (SWAN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trial environment for a period of 2 weeks, unrestricted fully functioning system, no restrictions on use.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: AMTIVO
• ISO/IEC 27001 accreditation date: Tuesday 25 February 2025
• What the ISO/IEC 27001 doesn’t cover: Web filtering; Outsourced Development (we do not do this)
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: AMTIVO
• ISO 9001 accreditation date: Thursday 22 May 2025
• What the ISO 9001 doesn’t cover: Our certification is for the design, development and support of CRM systems. We have excluded any internal operational process that does not impact the above definition.
• 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: 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: Yes
• Any other security certifications: ISO27001

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
    • 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 report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • 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

  • 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
    • 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
    • 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 Sales@providentcrm.com. Tell them what format you need. It will help if you say what assistive technology you use.