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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. SPS UK&I Omni-Channel Solution

SPS UK&I Omni-Channel Solution

Swiss Post Solutions Omni-Channel document management
services cover all categories of physical and digital
communications. We take care of all your physical and digital documents and processes,using an integrated/centralised platform to steer and direct your communications to the individual recipient through the full range of physical and electronic output channels


  • Mailroom Service - Receive, sort, deliver, scan, workflow, archive
  • Document Input Processing, Scan, index, capture, extract, deliver
  • Intelligent Automation - Artificial Intelligence – Robotic Process Automation
  • Business Process Service - Validate ,Verify, Check,Execute,Process
  • Document Output Processing - Create ,Dispatch,Print, Send


  • Efficient, user-friendly and flexible communication with employees
  • Secure, and fully traceable digital communication channel with IncaMail
  • Savings in postal rates, fast and secure communication
  • Support of client’s corporate responsibility programs
  • End-to-End processing of the respective files
  • High Staff Competence level in processing and financial market expertise
  • Flexibility in handling increased file volume
  • Security and quality standards are enhanced


£6.26 a unit

Service documents

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G-Cloud 13

Service ID

2 5 1 3 2 4 6 3 3 5 0 3 1 4 9


Telephone: 07748114237

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
The OCS bi-drectional communication management hosted software complements existing business processes and end recipient communications
Cloud deployment model
Private cloud
Service constraints
No Constraints anticipated
System requirements
Web access restricted by IP address for Admin users

User support

Email or online ticketing support
Email or online ticketing
Support response times
Dependent on client requirements
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
1st Line support (end external users) £1k - £5k/month
2nd line support to admin users included in management fee
SaaS so no requirement for Direct technical account management or engineers
Development team to deal with change requests and support requests charged at £150/hour
Support available to third parties

Onboarding and offboarding

Getting started
Both onsite and virtual training is offered as well as on screen FAQ's and help, however our solutions are designed intuitively and with the user in mind therefore minimum training is usually required
Service documentation
End-of-contract data extraction
Individual users can download their data at any time. Client contract users can request the return of all information in a format compatible with the import system or it can be loaded and indexed to disk or hard drive
End-of-contract process
Varies depending on Client requirements and governance processes

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Chrome
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
No substantial differences
Service interface
User support accessibility
None or don’t know
What users can and can't do using the API
Yes, API is used to facilitate Single Sign On from client side systems or existing web services as well as used for real time calling of information from either Client established databases/systems or third party look ups such as address details
API documentation
API sandbox or test environment
Customisation available
Description of customisation
Yes from a colour palette and branding perspective. Complete personalised solutions can be offered and priced on requests


Independence of resources
SPS is a Global service provider and has built it's hosted solutions in such a way to guarantee the user experience and fast retrieval and return of data. Usage statistics are constantly monitored and service capacity adjusted accordingly prior to any potential issues arising.


Service usage metrics
Metrics types
Service Metrics provided by SPS MI Platform, all key usage metrics provided, e.g Volumes processed daily/weekly/monthly
Reporting types
Real-time dashboards


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
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 another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Individual users can export their data in PDF, CSV, HTML, XML depending on the formats offered by the SPS Client
Data export formats
Data import formats
  • CSV
  • ODF
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
Other protection between networks
Typically SPS will use SFTP to transfer data to and from the buyers network. Web services, where used will use SSL encryption and is reviewed regularly in line with best practice
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
SPS meets target service levels set at between 99.6% and 100%. We can provide details of SLA and service level credits are agreed with clients on a case by case basis
Approach to resilience
Available on request
Outage reporting
Email alerts from the SPS Support Team.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Username and password as well as authorisation levels are assigned to all users of the system.Allowing users with higher level of authority to access management interfaces and support channels
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
You control when users can access audit information
How long user audit data is stored for
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
What is Covered in SPS ISO/IEC Certification; Information Security relating to hardware, Software, LAN and WAN management, documentation including paper based and digital Customer communications for client facing information, client owned and supplied information and internal processing facilities relating to the provision of central mail rooms including customer locations, document processing centres and head office activities.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
Security Standards Council
PCI DSS accreditation date
What the PCI DSS doesn’t cover
The PCI-DSS certification covers our inbound document processing operations, such as document scanning, data capture, confidential document processing. All other outbound/printing or digital communication solutions are not PCI DSS certified
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
SPS policies and processes are in line with ISO 27001 accreditation. SPS security policies include; - Information Security Policy - Data Protection Policy - Encryption policy - Password Policy - Physical Security policy - Incident Management and improvement process

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
SPS’ approach to Solution configuration and Risk management is built on recognised principles of change management and is again closely aligned with the principles of PRINCE2. SPS’ risk assessment and change management process ensures that there are regular reviews of any potential risks during the development pipeline of the solution and at the very least a one-time review of risks associated with any changes made to the solution throughout its lifetime. From this review, necessary preventive and / or contingency actions will be identified and passed to detailed work planning, including an update of the solution pipeline.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The compliance team within SPS are responsible for the internal auditing of all processes and procedures. This includes undertaking with our information security manager information security risk assessments and risk treatment plans, looking at all critical assets and processes, alongside a Business Impact Assessment and BC Risk Assessment a Business, looking at critical business systems and processes. This is all then followed up by internal and external audits covering all parts of the certificated standards to ensure that SPS is working to their own internal processes and controls and we are able to maintain 9001, 14001, 27001 certifications.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The respective asset owners are responsible for arranging for the controls to be implemented effectively; this would typically include defining the controls in policies and/or procedures, so that they can become part of everyday business practice. Asset owners are responsible also for the management of any risks which are not specifically addressed in the Risk Assessment. The SPS Risk Assessment and Risk Treatment plan document is structured by using the Asset List to identify the threats to each asset. Each threat and consequent risk is quantified. We further analyse this information for all significant risks and their respective controls.
Incident management type
Supplier-defined controls
Incident management approach
SPS' procedure provides guidance on the handling of security incidents, breaches or suspected incidents and breaches.This policy applies to all SPS systems and sites and to all SPS staff, temps, contractors and third parties working on behalf of SPS. Once the incident has been identified and contained, efforts can then be focused on finding an appropriate solution. The fundamental features of any solution should be investigation, action and follow-up/record-keeping; the order in which they are implemented depends upon the nature of the incident. The Services Director, assisted by the Compliance manager, will initiate the appropriate investigation.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Through SPS’ Engage framework we have looked to drive improvements to sustainable working in recent years – factoring environmental considerations into business decisions. In 2019, we consolidated two of our largest SPS locations together into one combined operations centre, significantly cutting down on waste, emissions and power usage. This redevelopment culminated in a £2 million investment into our newly formed Digital Transformation Centre (DTC), with a focus on sustainability and security. Motivated by reducing our reliance on traditional energy sources, we installed a solar panel array on the roof of the new facility.

Since their installation in August 2019, our DTC has generated 71,600kwh of renewable electricity to date, equating to a 59.2 tonne reduction in greenhouse gas emissions. 100% of this power is delivered to the DTC, meaning the site is maintained by 100% renewable energy, with an additional power surplus. SPS is also actively returning any excess power produced to the National Grid.

The ‘reduce, re-use, recycle’ principle is also actively promoted at our DTC. Whilst all legal requirements surrounding waste are adhered to, including the Green Government Commitment, preventing the production of waste in the first place is paramount. Our unique on-site shredding capability works alongside with our waste contractor ensuring a 100% paper recycling rate. At present 80% of all waste from our DTC is recycled. All SPS sites maintain waste transfer records, meaning we can analyse our figures and identify areas for improvement.


£6.26 a unit
Discount for educational organisations
Free trial available

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.