NETPREMACY LIMITED

Recursive Labs Request Live Inbound Video Calling via Netpremacy

Request Live allows you to queue and route inbound video calls placed directly from your website, from an online ad or directly from a QR code. Answer video only or with a cobrowse or screenshare already enabled, use data for routing. 100% no download, no installation required video chat.

Features

• No download, no installation required
• Take inbound video calls from website ads or QR codes
• Answer video chats with a full cobrowse/screenshare already active
• Use live website data for intelligent routing

Benefits

• Get the constituent to the right person faster
• Launch from brochures or live television ads directly
• Simplify the customer experience
• Improve constituent satisfaction
• Record sessions for future reference

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

Framework

G-Cloud 15

Service ID

399910525517349

Contact

Andrew Eden
0113 366 2008
aeden@netpremacy.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: Yes

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: Zendesk, Salesforce
• Cloud deployment model: Public cloud
• Service constraints: Scheduled maintenance is often conducted on Sundays
• System requirements:
  • Requires a stable fast Wi-Fi or mobile data network connection
  • Users must access the platform through a modern web browser
  • Enterprise buyers need a paid Recursive Labs software service subscription
  • Integration requires a supported service tool like Zendesk or Salesforce
  • Webex integration necessitates a paid license for the Webex platform
  • Network settings must allow WebRTC traffic for live video streaming
  • Mobile devices must run on latest iOS or Android systems
  • Administrators must enable system permissions for recording and session archival
  • Agents need a desktop or laptop with microphone and camera
  • System avoids downloads, requiring no antivirus or virtual machine software

User support

• Email or online ticketing support: Yes
• Support response times: Recursive Labs provides real-time, "instant" responses during their standard business hours (Monday–Friday, 9:00 AM – 5:00 PM) via integrated video chat and cobrowsing tools. For general inquiries like quotes, they aim for same-day responses.; ; Response times differ at weekends, which are considered non-business hours. While they provide an after-hours contact number specifically for emergency support during these times, standard questions and non-emergency support requests are typically addressed on the following business day. Scheduled maintenance is often conducted on Sundays, during which services may be briefly interrupted.
• 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: 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: Recursive Labs designs its web chat and engagement tools to align with WCAG 2.1AA standards, ensuring digital inclusion for users with various disabilities.; ; What users can do:; Keyboard Navigation: Users can navigate the entire chat interface using only a keyboard. This includes opening the chat widget, tabbing through message history, and submitting text without a mouse.; Screen Reader Support: The platform utilizes ARIA labels and roles, allowing screen readers (like JAWS or NVDA) to announce incoming messages and describe interactive elements.; Visual Adaptability: The interface supports high-contrast modes and browser-based zooming. It is designed to remain functional and legible even when text is resized significantly.; Focus Management: When the chat is activated, the focus is logically moved into the chat window to prevent "keyboard traps."
• Onsite support: Yes, at extra cost
• Support levels: Recursive Labs offers tiered support structures designed to meet the needs of different organisational scales:; ; Support Levels:; ; Standard Support: Included with all subscriptions. This covers access to the online knowledge base, documentation, and email-based ticketing during standard business hours.; ; Enterprise Support: Designed for mission-critical deployments. It features accelerated Service Level Agreements (SLAs) for faster response times, 24/7 emergency support for high-priority issues, and priority routing in the technical queue.; ; Cost: Standard support is bundled into the base licensing fee. Enterprise support pricing is not publicly disclosed as it is customised based on the organisation’s seat count and specific requirements. Generally, it is billed as a percentage of the total contract or a flat annual service fee.; ; Technical Account Manager / Support Engineer: Recursive Labs provides a Dedicated Customer Success Manager (CSM) for Enterprise-level clients. This role functions similarly to a Technical Account Manager, overseeing technical onboarding, workflow optimization, and proactive account health. While they do not use the specific title "Cloud Support Engineer," Enterprise tiers grant direct access to senior technical specialists for complex API integrations and architectural guidance.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Recursive Labs helps users start using their service through a combination of digital resources and personalised support, prioritising ease of use to minimise the need for extensive training.; ; User Documentation: The company provides an extensive Knowledge Hub that includes help articles, how-to guides, whitepapers, and PDF resources. This repository serves as a primary self-service tool for both new and existing users.; ; Online Training: Users can access overview videos and webinars via the Knowledge Hub to learn about visual engagement tools like cobrowsing and video chat. Additionally, their "Record" feature allows sessions to be archived for ongoing agent training and compliance.; ; Onboarding Assistance: While not explicitly advertising traditional onsite training, Recursive Labs provides onboarding assistance through its sales and technical teams. They assist with account creation and system integration (e.g., Salesforce, Zendesk), claiming that implementation is fast and can be operational within hours.; ; Minimal Training Design: A core part of their strategy is an "API First" and "download-free" design, which aims for minimal to zero training by allowing agents to operate within their existing CRM workflows.; ; Their approach focuses on digital accessibility and rapid deployment rather than intensive in-person sessions.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers retain full ownership of their data. To extract data when a contract ends, users typically follow these steps:; ; Self-Service Export: Users can export interaction logs, audit trails, and metadata directly through the administrative dashboard or by utilising the Recursive Labs API while the account is still active.; ; Manual Requests: Customers can request a full data dump by contacting their account manager or support team. Data is generally provided in industry-standard formats, such as JSON or CSV, to ensure portability.; ; Retention Period: Upon contract termination, there is usually a grace period (typically 30 to 90 days, depending on the specific Service Agreement) during which the data remains available for retrieval.; ; Final Deletion: Once the transition period expires, Recursive Labs initiates a secure deletion process. All customer data is purged from production servers and backups to comply with privacy regulations like GDPR and CCPA.; ; It is recommended that users complete all necessary exports prior to the final termination date to ensure no loss of session history or recordings.
• End-of-contract process: At the end of a Recursive Labs contract, the agreement typically automatically renews for one year unless either party provides written notice of non-renewal at least 90 days prior to the term's end. Upon termination or expiration, Recursive Labs ceases all services, and the client must immediately stop using the platform. Both parties are required to promptly destroy all data, reports, and electronic materials related to the other. The client remains responsible for paying any final undisputed fees for services rendered up to the termination date.; ; What’s Included in the Price:; ; Access to the cloud-based SaaS platform (e.g., co-browse, video chat).; ; Implementation, consulting, hosting, and maintenance services.; ; Standard vendor support and specific integrations (e.g., Zendesk Connector).; ; Data storage and usage bandwidth deemed adequate for anticipated needs.; ; Additional Costs:; ; Dedicated Instances: Fees for dedicated enterprise hosting (e.g., EU-specific instances).; ; Add-on Services: Features like "Relate SMS Live" or specific reseller support services may incur extra charges.; ; Taxes & Penalties: Clients are responsible for all applicable taxes and interest on overdue invoices.; ; New Statements of Work: Renewals or service expansions may require new agreements with updated pricing.
• 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 service is provided via browser and both mobile and desktop experiences are equal
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Recursive Labs provides a JavaScript-based API and server-side REST APIs to integrate visual engagement tools like co-browsing and video chat.; ; Setup: Users set up the service by embedding a specific JavaScript snippet into their web application. Through the API, developers initialise the service with unique API keys and configure session parameters. Server-side APIs are used to generate secure authentication tokens, ensuring that sessions are correctly mapped to specific users and accounts.; ; Changes: Users can make dynamic changes during active sessions via API calls. This includes triggering screen sharing, initiating recordings, or updating session metadata in real-time. Developers can also use the API to programmatically mask sensitive data fields or toggle UI components based on user behaviour or agent requirements.; ; Limitations: The API is primarily focused on session execution and integration. Users cannot perform high-level administrative tasks through the API, such as managing billing, creating new administrative accounts, or altering global security protocols; these require the web dashboard. Additionally, while the API allows for some visual customisation, it does not permit fundamental changes to the core co-browsing engine or the underlying data transmission architecture.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise Recursive Labs' Visual CX platform to align with their specific business workflows and security requirements.; ; What can be customised:; ; Integrations: Connect with major CRM and CCaaS platforms like Salesforce, Zendesk, Microsoft, Amazon, and Five9.; ; Security: Configure the redaction of sensitive information to ensure data privacy during sessions.; ; Routing: Implement intelligent, context-based routing to direct customers to the right resources.; ; Deployment: Choose dedicated instances in specific geographic regions for high-scale enterprise needs.; ; Functionality: Extend platform capabilities via an "API-first" architecture.; ; How users can customise:; ; Enterprise Connectors: Use pre-built tools for seamless integration into existing software ecosystems.; ; Open APIs: Developers can embed visual engagement services directly into proprietary or legacy systems.; ; Single Pane of Glass: Configure settings within a unified agent console to manage reporting and session metrics.; ; Who can customise:; ; Developers & IT Teams: Leverage the platform’s API-first design for technical extensibility.; ; Administrators: Manage routing rules, security redaction, and enterprise-level system configurations.; ; Contact Center Managers: Tailor the integration within CRM platforms to optimise agent workflows and customer satisfaction.

Scaling

• Independence of resources: The service is distributed and load balanced over multiple compute resources

Analytics

• Service usage metrics: Yes
• Metrics types: Recursive Labs provides comprehensive service metrics focused on visual engagement and operational efficiency. Key metrics include:; ; Session Analytics: Detailed reporting on cobrowsing, video chat, and screensharing sessions, including duration and tool usage.; ; Operational Impact: Tracking improvements in First Call Resolution (FCR) and Time to Resolution.; ; Customer Sentiment: Monitoring gains in Customer Satisfaction (CSAT) and overall digital experience.; ; Integration Data: Seamless reporting within CRM and CCaaS platforms like Salesforce and Zendesk.; ; Compliance & Audit: Session recording metrics for quality assurance and training.; ; These insights help optimise agent performance and accelerate the customer lifecycle.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Recursive Labs

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • 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
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Recursive Labs allows users to export and manage data through several channels:; ; Session Recordings: All cobrowse, video chat, and screen-sharing sessions can be recorded and stored as MP4 files. These are used for compliance, auditing, and training.; ; CRM Integrations: Recursive Labs integrates with platforms like Salesforce and Zendesk, automatically storing session information and linking recordings directly to specific customer cases or tickets.; ; Open APIs: Users can programmatically retrieve session data and recordings via the platform’s open APIs.; ; Audit Logs: Real-time audit information is accessible, with user-defined data retention lifecycles for compliance.
• Data export formats: Other
• Other data export formats:
  • MP4
  • JSON
  • API
• Data import formats: Other
• Other data import formats: API

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Recursive Labs typically guarantees a 99.9% monthly uptime for its core visual engagement services. This availability commitment excludes downtime resulting from scheduled maintenance, customer-side internet issues, or Force Majeure events.; ; Service Level Agreements (SLAs) and Credits: If Recursive Labs fails to meet the 99.9% uptime threshold, customers are eligible for Service Credits applied to their account. These credits are generally tiered based on the severity of the outage. While specific enterprise contracts may vary, a standard structure often includes:; ; < 99.9% Uptime: 10% credit of the monthly fee.; ; < 99.0% Uptime: 25% credit of the monthly fee.; ; < 95.0% Uptime: 50% to 100% credit.; ; Refund Policy: Recursive Labs does not offer direct cash refunds for failing to meet availability targets. Service Credits are the "sole and exclusive remedy" for downtime and are applied toward future billing cycles. To claim a credit, users must usually submit a written request to the support team within 30 days of the service interruption. These terms are typically governed by the specific Master Service Agreement (MSA) signed by the client.
• Approach to resilience: Available on request
• Outage reporting: Recursive Labs primarily reports service outages and maintenance through email alerts. According to their official technical documentation and G-Cloud service listings:; ; Email Alerts: This is the standard method for outage reporting. Users can receive notifications regarding system status, planned maintenance, and service incidents directly via email.; ; Public Dashboard: There is no publicly accessible real-time health dashboard (such as a Statuspage.io site) mentioned in their support documentation or enterprise service agreements. Monitoring is typically handled internally and communicated to affected customers.; ; API: While Recursive Labs provides an Open API for platform integration (allowing customers to build custom connectors for CRM and CCaaS systems), they do not offer a dedicated Status or Health API for public monitoring of service uptime.; ; The platform emphasises a "99.99% uptime" goal and utilises AWS infrastructure for resilience. For specific emergency support outside of standard business hours (Mon–Fri, 9 am – 5 pm Central), they maintain a designated contact number for contract-holding enterprise clients.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Recursive Labs restricts access to its management interfaces and support channels using several security layers:; ; SAML2 Authentication: Agents and administrators must use SAML2-based Single Sign-On (SSO) for verified identity management and secure login.; ; Session Validation: Connections are secured via unique, one-time 9-digit PINs and GUIDs, ensuring sessions cannot be reused or hijacked.; ; Element-Level Redaction: Dynamic "blackout panels" restrict agent visibility of sensitive customer data (e.g., SSNs or payment info) in real-time.; ; Audit Monitoring: Real-time activity logs provide full transparency and accountability for all user actions.; ; Compliance Testing: Access restrictions are rigorously tested at least every six months.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: CSA CSM version 4.0
• Information security policies and processes: Recursive Labs maintains a security posture centered on a SOC 2 Type II framework and HIPAA compliance. Their philosophy emphasises "Security by Design," focusing on PII/PCI masking and data minimisation.; ; Policies & Processes:; ; Privacy-First Architecture: Sensitive data is masked at the DOM level (source) before leaving the client’s browser.; ; Encryption: Use of AES-256 encryption for data in transit and at rest.; ; SDLC: Security is integrated into the development lifecycle via automated vulnerability scanning and peer code reviews.; ; Reporting Structure: Security governance is led by the Chief Technology Officer (CTO), who reports directly to the CEO. This ensures security initiatives have executive-level oversight and are integrated into the core business strategy.; ; Ensuring Compliance:; ; Independent Audits: Annual third-party SOC 2 Type II audits verify the effectiveness of internal controls.; ; Access Control: Strict adherence to the Principle of Least Privilege (PoLP) and mandatory Multi-Factor Authentication (MFA) for all systems.; ; Monitoring: Continuous automated monitoring of infrastructure and access logs.; ; Training: Mandatory annual security awareness training for all employees to mitigate human-centric risks.
• 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: Recursive Labs employs a formal Change Management Policy to track service components throughout their lifecycle via automated inventory and version control systems. Every modification undergoes a documented workflow, including peer review and staging validation.; ; To mitigate security risks, all changes are assessed for potential impact through automated vulnerability scanning and security team reviews integrated into the CI/CD pipeline. Aligned with SOC 2 Type 2 standards, this process ensures that every update is authorised, tested, and monitored. This structured approach guarantees that configuration integrity is maintained and that security remains a core consideration during all updates and deployments.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Recursive Labs maintains a rigorous vulnerability management process aligned with SOC 2 Type 2 standards. They assess threats through continuous automated scanning and annual third-party penetration testing, prioritising risks using CVSS scores. Patching timelines are risk-based; critical vulnerabilities are typically addressed within 24 to 48 hours, while lower-risk issues follow standard maintenance cycles. Threat intelligence is sourced from CVE databases, vendor security advisories (e.g., AWS), and automated monitoring alerts. This proactive framework ensures rapid identification and remediation of potential exploits across their visual engagement services.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Recursive Labs identifies potential compromises through centralised logging and frequent automated and manual analysis of security-relevant events, adhering to NIST-CSF functions. Their patented image-based technology minimises attack surfaces by processing images rather than sensitive DOM data.; ; When a compromise is identified, they follow a multi-phased incident management process (Activation, Recovery, and Reconstitution) and utilise built-in redaction to ensure sensitive data remains on the consumer's device. Response is supported by 24/7 emergency after-hours contact. For critical incidents, they provide rapid responsiveness to ensure timely containment and resolution, aligned with their enterprise-grade compliance standards.
• 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: Pre-defined Processes: Recursive Labs utilises structured escalation paths and pre-defined security protocols. The platform includes built-in redaction and masking features to handle sensitive data during support sessions, ensuring compliance-aligned incident resolution.; ; Reporting Incidents: Users report issues through a designated customer service contact or the support portal. For emergencies outside business hours (Mon–Fri, 9 am–5 pm Central), a dedicated after-hours contact number is maintained.; ; Incident Reports: Recursive Labs provides real-time access to usage data and formal documentation regarding service breaches or security events upon 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: No

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

• Less than £250,000: 7%
• Between £250,000 and £500,000: 7%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 13%
• Between £2,500,001 and £5,000,000: 16%
• Over £5,000,001: 19%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4ffa49d8-1eef-4a7a-95a0-4352562eabdf
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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 that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • 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
    • 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
    • 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
    • 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 aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.