EXELA TECHNOLOGIES LIMITED

Digital Mailroom

Digital Mailroom is a web-based end-to-end mail workflow solution, enabling organizations to streamline the intake and distribution of inbound mail and documents, improving efficiency and security. DMR incorporates state-of-the-art technology for intelligent data extraction and indexing and automates manual processes, utilizing electronic delivery methods for routing to the correct recipient.

Features

• Your Postal Mail, Anywhere & Anytime on any device
• Rapid Deployment within 10 days
• Enhanced Security Via Role-based access and multi-factor authentication
• Advanced Document Digitization and OCR classification
• Downstream workflow integration around the globe while saving costs
• Get Paid Faster with No More Running to the bank
• Sign and request signatures, all from one platform

Benefits

• Increased accuracy and speed of delivery
• Creates an easily searchable and shareable mail system
• Security measures restrict unauthorized access
• Sustainable process that reduces paper waste
• Flexible workflows according to business needs
• Integrates with complimentary systems to help unify information management efforts

£10.99 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

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

Framework

G-Cloud 13

Service ID

232555807315561

Contact

Daren Williams
07960191798
daren.williams@xbpeurope.com

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: Exela Digital Mailroom Enterprise
• Cloud deployment model: Private cloud
• Service constraints: Subscribers are responsible for mail redirection to Exela service centres.
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4-hours response, Monday to Friday.; Additional support can be arranged individually with our customers.
• 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: Yes, at extra cost
• Support levels: User will have the option to ask the question or raise an inquiry by contact support call-to-action button on the portal page.; Additional support options available on request and subject to discussion and review.; We provide an account manager who has access to cloud and application support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users will sign up form from our web page, create the account with password, purchase the preferred plan.; Upon purchase, user will receive automated mail response that will guide them to our portal page where they will start using the product.; Upon purchase, user will receive sales rep introductory mail as well. ; User will have the option to ask the question or raise an inquiry by contact support call-to-action button on the portal page.; User will have the option of reaching the sales rep by replying to the mail received earlier. Alternatively, user might ask to be called and advised; User will find various information on the product on our web page, blogs or video content.; User will find tutorial on the product within the portal.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users are encouraged to copy/download documents recieved and store these in-line within their current document management processes. ; ; Once a contract has been terminated, Exela will remove all images and data in-line with our standard policies of 60-days. ; ; We can, however be flexible with our exit approach and customers are welcome to approach us with any specific requests for image and data retention.
• End-of-contract process: This is a monthly subscription service: ; Terms and Conditions:; 6. KEY PRICING ASSUMPTIONS/TERMS:; 6.1. The Site provides the monthly subscription pricing (“Price Plan”) as well as pricing for optional Services not included in or above the included limits of a chosen Price Plan (“Extras”). ; 5. CANCELATION:; 5.1. In the event of cancelation of ongoing services for any reason:; 5.1.2. Customer will provide a designated address to receive mail from Exela. ; 5.1.4. Customer will pay postage fees and labor costs at GBP 25,- / hour incurred by Exela for the process of returning the mail to Customer; 5.1.5. Exela will continue to accept the Customer’s mail for 30-days from the cancelation date and send such mail weekly at Customer’s expense, to Customer’s designated address. Postage fees and labor costs at GBP 25,- / hour will be charged to the Customer. ; 5.1.6. Exela will discard all mail received after 30-days from the cancelation date.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Web-based interface where customer administrators can configure users, routing rules, users and basic configuration.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None.
• API: No
• Customisation available: Yes
• Description of customisation: Administrators with sufficient access rights can create routing rules, customise access for users, create / delete / modify users.

Scaling

• Independence of resources: Our DMR platform is a multi-tennent solution and has been designed, scoped and scaled to ensure there is no impact on any customer, due to the demands of other customers using this solution.; ; As a hosted solution, we monitor and react to ensure the demands can be serviced, this can include increasing resources as necessary to meet with expected demand levels.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics include the reporting on usage, document ingestion, time to process, open cases, closed documents. User actions, merssage forwarding statistics. Documents scanned, pages scanned, documents correctly classified and routed.; ; This list is not exhaustive and there is significant flexibility in our solution to provide insights into most operational metrics. We work closely with our customers to identify their reporting and metric requriements and facilitate these through our application provision.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Images can be exported as PDF/TIFF images.
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: Not applicable

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Our Digital Mailroom platform (DMR) has an uptime of 99%.; Due to the nature of the service provided, including how quickly mail needs to be processed and delivered, Service Levels can be agreed upon contract completion.
• Approach to resilience: We have continuous monitoring of the systems which alerts for any anomalies so the support teams are able to manage the 99% uptime.; Further information is available upon request.
• Outage reporting: Notification alerts are sent on the portal at least 24-48 hours prior for any planned outage.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We use role-based permissions for access to our solutions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 14/04/2020
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: 3B Data Security
• PCI DSS accreditation date: 31/08/2021
• What the PCI DSS doesn’t cover: Logical platform controls
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: Exela has a range of Information Security Policies & Standards covering the following domains: Asset Management, Asset Protection, Asset Identification & Classification, Acceptable Use, Threat Assessment & Management, Vulnerability Assessment & Management, Security Awareness, Risk Management, Business Continuity, Data Protection, Privacy, Physical Security, Cloud Services, and Third Party Suppliers.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Exela adheres to an established change control process for requesting and managing customer changes to agreed-upon project scope and related operational processes and procedures. We implement a mutually agreed-upon change control process with our customers during the planning phase of each implementation to provide adequate balance between flexibility and scope management. A change request is defined as any material alteration to the project scope, schedule, or budget after each is considered complete and/or has been baseline approved. Each change is assessed for impact to business continuity as well as all aspects regarding security.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Exela’s solutions are built on the objectives established within our threat assessment and monitoring policy and provides specific requirements for responding to security incidents including, general security incidents, information exposures, and infrastructure intrusions (i.e., operational, physical, and technical security incidents). The incident response approach includes detection, analysis, containment, eradication, and recovery (including public relations and reputation management as appropriate). Suspected incidents, anomalous events, breaches, or unauthorized information exposures are reported by management, operational staff, account managers, system or network administrators, and other personnel to Information Security & Risk (InfoSec) or the company hotline.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Incidents are reported internally to InfoSec as soon as possible upon discovery, but no later than 24 hours. If the incident involves the use of computing technology and information system assets, We may, at our discretion, use approved outside forensic investigators to assist in resolution. Upon identifying the cause, the cognizant manager works with InfoSec to determine a plan to mitigate any damages and remediate the root cause. Customer account managers maintain a list of customer contact information to be used to report security incidents as appropriate and are engaged in all incidents which involve customer resources or customer information.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are reported internally to InfoSec as soon as possible upon discovery, but no later than 24 hours. If the incident involves the use of computing technology and information system assets, and the investigation requirements are beyond the skill set of the InfoSec department staff, approved outside forensic investigators may be engaged. Upon identifying the cause, the cognizant manager works with InfoSec to determine a plan to mitigate any damages and remediate the root cause. Customer account managers or designated operation management maintains a list of customer contact information that shall be used to report security incidents as appropriate.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Exela is committed to making continuous improvement in the management of its environmental impact as set out in our Environmental Policy. All employees are expected to adhere to the requirements of the local environmental management system and support the improvement in our environmental performance.; Exela is committed to leading the industry in minimising the impact of its activities on the environment.; The key points of its strategy to achieve this are:;  Minimise waste by evaluating operations and ensuring they are as efficient as possible.;  Minimise toxic emissions through the selection and use of our fleet and the source of our power requirement.;  Actively promote recycling both internally and amongst our customers and suppliers.;  Meet or exceed all the environmental legislation that relates to the Company.; We are committed to reducing the greenhouse gas emissions from our operations.; Our key climate change commitments are:;  To assess the potential impact to our business from evolving climate change policies as part of our on-going risk management processes.;  To work actively with our suppliers to improve the fuel efficiency of our vehicles.;  To actively promote improved energy efficiency and fuel efficiency within our business.;  To stay abreast of alternative fuel developments and continue to assess their commercial viability.
• Covid-19 recovery:

  Covid-19 recovery

  Exela Technologies, Inc., its subsidiaries and affiliates (collectively, “Exela”) is committed to implementing emergency management and business continuity principles by developing plans and procedures necessary to maintain readiness to react to disasters and business interruptions. The overall goal of this effort is to minimize the effects of disasters and emergencies for all Exela associates and our customers.; ; Exela’s approach to monitoring and managing a pandemic threat is to:;  Provide staff with Health Safety tips based on recommendations from WHO and the CDC. Partner with Human Resources to monitor staff absences for potential SLA impact.;  Assess client current and near-future workload.;  Bring in temporary staff as appropriate.;  Activate the Business Continuity Plan to move work to less impacted sites, if appropriate.; ; As part of our Covid-19 recovery, we have implemented deep cleaning services, and mandatory screening of employees upon entry to any of our locations through the use of a non-contact thermal or a one-time disposable device.; Our locations are closed to outside personnel and customers and our staff are restricted in their travel.; We are proud that our operations have continued during the Covid-19 pandemic with minimal impact to the services we provide to our customers.
• Tackling economic inequality:

  Tackling economic inequality

  Ensuring a diverse workforce is key for Exela. We are committed to developing a workforce that represents the various communities and customers we serve. Our personnel spans across multiple nationalities and languages and we embrace many cultures across our entire business. It is crucial for every employee to feel comfortable and bring their true self to work. ; Our BPO division is proud to have implemented this diverse approach and to have hired employees from a variety of different groups. The division makes a point of facilitating female employment and promotion, especially hiring females in facilities management positions which were previously male dominated roles.
• Equal opportunity:

  Equal opportunity

  The Exela Board of Directors of Exela is committed to equality of opportunity both in the provision of services to the public and as an employer. This policy sets out Exela commitment to treat equally and with fairness at all times its employees, customers, contractors and those who come into contact with the company.; We are committed to seeking continuous improvement and compliance with legislation based on the following principles. Everyone has the right to be treated with dignity and respect. We will not discriminate on the grounds of race, gender, disability, nationality, religion, philosophical belief, political belief, age, sexual orientation, family status, trade union activity or any other factor. We will adopt fair and inclusive practices throughout our operations and will seek to eliminate all prejudice, discrimination, bullying and harassment. All employees have a personal responsibility for the practical application of this policy in their day-to-day activities and must support the policy at all times. Non-compliance with this policy will be treated seriously and will not be tolerated.; The Board of Directors of Exela and the Managing Directors and Presidents of our separate business units are required to ensure:;  They create a productive and safe working environment, promoting diversity and inclusion in their workforce;;  They develop new practices, as appropriate, to ensure all employees, contractors and customers are treated fairly; and;  They can demonstrate continuous improvement in practices to promote diversity and equal opportunities for all.
• Wellbeing:

  Wellbeing

  Exela recognises the importance of safeguarding employee wellbeing. With the pandemic, employees have felt extra pressure and stress. In order to support employees, Exela UK appointed 3 Wellbeing champions last year.; These 3 champions look after the mental and physical health wellbeing of the entire workforce. ; A designated helpline has been set up to assist with everything from financial worries to physical health and it directs employees to the correct organisation. ; The HR department facilitates different initiatives and social activities such as Walking and Running groups or promotes more educational workshops such as healthy eating.

Pricing

• Price: £10.99 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

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