PIN Communications

PIN Secure online hybrid mail

Our hybrid mail solution, provides clients with a flexible and cost-effective method for sending out individual letters and bulk mailings. The solution will deliver costs savings, reduce staff time spent on processing mailings, deliver high quality output, processed in a GDPR compliant environment.

Features

• Online communications portal with drag and drop interface
• Communication temples to control output
• Options to define page count and text requirements
• Instant on screen proofing
• Same day despatch for comms submitted before noon
• Bulk production runs to access benefits
• Easy to use and easy to install
• Clearly defined 4-step process to submit mailings
• Error checking and on-screen warnings if potential issues detected
• Options to choose postal class, print styles, colours, inserts

Benefits

• Reduced consumables costs and high-volume print rate savings
• Postal cost discounting up to 30%
• Reduce staff time spent on processing mailings
• Higher quality of output than office printers
• Brand consistency in your communications
• Fully automated enclosing for 100% mailing integrity
• Easily installed as a print-driver or an integrated MSI installer
• Archive of letters and mailing history that are fully searchable
• Tiered access to the portal to ensure control over permissions
• Dashboard and reporting for transparency and control over output

• Education pricing available
• 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@printimagenetwork.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

406695216755287

Contact

Andy Tye
0161 209 4800
sales@printimagenetwork.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document
  • Creative

  Content services

  • Enterprise Content Management Applications

  Persuasive content management

  • Website Software
  • Digital Asset Management Applications
  • Product Content Management Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: No

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: Any Windows PC application that you can print from.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Internet enabled PC with browser
  • Windows PC (Version 10 or greater preferred)

User support

• Email or online ticketing support: Yes
• Support response times: We respond to service requests (Working days: Monday to Friday, 9am-5pm, excluding bank holidays) dependent on the type of service issue, to ensure we prioritise the most critical need: Down time: Within 4 working hours Software failure: Within 4 working hours Problem not affecting key functionality: Within 4 working hours Query: Same and/or next working day
• 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: No
• Support levels: We provide a fully managed Hybrid Mail service with a dedicated/named account manager for each customer available on Working days: Monday to Friday, 9am-5pm, excluding bank holidays. We provide end-user support via email and telephone on Working days: Monday to Friday, 9am-5pm, excluding bank holidays. We aim to answer the phone within 3 rings. Any support required outside these hours can be provided (price on application)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of our ISO 9001 and Customer Service Excellence standards, we operate a robust onboarding process to welcome clients to our service. Our 5 Stages of Onboarding are: 1. Compliance: Administration of GDPR documentation, agreements and internal setup 2. Welcome: Introduction to the team and named account manager for daily contact 3. Consultation: Most if not all of your requirements, regarding your process, will have been covered in any tender response, meetings or partner plan. However, this is an opportunity to clarify requirements and complete a comprehensive project brief, which your Account Manager will follow. We will also set expectations for the service ahead and goals you would like to achieve for the project. 4. Planning: Your Account Manager will help plan the specifics of your requirements including template use. 5. Project Duration: As a new client, we ensure that your experience and result are as you expect. Our Account Managers will adhere to the timescales set to ensure the process meets every single deadline.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All client data is securely destroyed 30 days after end of contract unless prior agreement is made.
• End-of-contract process: After the contract has concluded, we will undertake a review process and look to obtain your feedback. We will also raise the final invoice for the services provided. Arrangements will be made for the data to be destroyed in line with any agreement or legislation.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Simple format PDF file.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: We offer a service interface for the client to monitor the activity via a simple GUI interface. With simple access to templates and user guides.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The frontend of the application is manually sifted through and checked against each requirement of WCAG. Developers used the accessibility analysis tool WAVE. WAVE supports optimal accessibility, including checks for compliance issues found in the Section 508 and WCAG 2.2 guidelines.
• API: Yes
• What users can and can't do using the API: Authentication (API keys, OAuth2, or token-based); Job submission (uploading PDF or document files, specifying recipients, postage class, etc.); Mail merge (sending a dataset with a template); Status tracking (job queued, printed, dispatched); Reporting (delivery confirmations, usage reports)
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: They can add their own templates for documents, based on work and requirements for example:; 1. Internal Communications; 2. Citizen Communications; 3. Bulk Mailings; They can also customise it in terms of appearance, such as organisation logo.

Scaling

• Independence of resources: We use load-balancing infrastructure that is setup to accommodate for peaks of activity, ensuring the operational effectiveness remains constant. As we control the number of users that can access the system at any time, we can proactively plan to scale the systems if required, especially if large volumes of use are expected. We constantly monitor use of the system and have also have Ddos protection mechanisms in place to allow system performance in the event of any targeted activity

Analytics

• Service usage metrics: Yes
• Metrics types: Clicking on the ‘Reporting’ button will allow users to view the various reports available, these include Number of Letters Submitted, Postal Class, Print Style Summary, Colour Summary, Letter Status, Letter costs (optional) and User or Departmental Cost Summaries (optional). Each of the reports can be filtered for different time periods or for a user’s defined date range by clicking on the buttons at the top of each report.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: 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 SSAE-18 / ISAE 3402
  • 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: Data Erasure

Data importing and exporting

• Data export approach: The Reporting Dashboard has a couple of additional buttons, Download and Refresh. Clicking on the Download button will bring up a data download sheet. This allows the user to set a number of parameters and then download as a .csv or .json file, which can then be filtered and edited offline
• Data export formats: CSV
• Data import formats: CSV

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: The system is installed on dual redundant server hardware meaning it any aspect of our server fails the redundant server takes over in a fraction of a second, Therefore our systems uptime availability is more than 99.99%
• Approach to resilience: Data security is paramount for running hybrid mail processes, which is why we invest significantly in our systems, physical/virtual protection, processes, policies, certifications & staff training. Further details are available on request.
• Outage reporting: Our technical team are alerted by SMS and email of any outage, however our systems are also monitored externally by our hosting provider with relevant SLA’s in place for any remedial action required.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to the management interface is via a small group of our staff via password and username with 2FA. The client account manager will facilitate any need the client has acting as the communication channel with the technical/administration team.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 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: As part of our ISO27001 certification we have the following policies and processes in place relating to information security: - Back up policy - Cryptographic control policy - Network disaster recovery policy - Data protection policy - Access and password policy - Data breach procedure - Software installation policy - Secure data file transfer policy - Access protocol policy - Removable media policy - Information security policy and manual All policies state the processes required to be followed, reporting structure and escalation procedure. We also have cyber essentials certification.
• 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: We use version control processes with documented release notes to ensure all configurations in a live environment are tracked and managed. All implementations need to be authorised before implementation/roll out. All changes go through a request assessment process before development is undertaken, this includes an impact assessment on the security of the system. Full testing is undertaken before any updates are made to the live system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management for our systems is an integral part of our ISO27001 and Cyber Essentials certification. We regularly assess all possible risks to the services we offer and have mitigation procedures in place to accommodate for any considered scenario. This forms part of our business continuity plan and risk management processes. All systems where data is present are proactively monitored and scanned to ensure all the latest patches are applied when released keeping our systems current and updated. We also have endpoint protection that monitors and patches our antivirus, malware, etc.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: All our systems are constantly monitored in relation to network traffic/access, files, operating systems, firewalls to identify any potential compromises. Our ISO27001 policies define how quickly we respond to any incident along with the remedial action and escalation processes, depending on the issue, severity, risk and impact. Some of these processes are automatic and instantaneous such as our Ddos protection systems that immediately kick in when any malicious activity is identified
• Incident management type: Supplier-defined controls
• Incident management approach: We have a structured incident management process as part of our ISO27001 certification. The process covers how incidents are reported, what action is then undertaken for containment/recovery, any investigation process, how, who and when we notify of the incident and finally how we review and evaluate the incident and its impact.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Download of a print driver and access to a client portal with dummy templates. Free trial version does not include ability to print mailings without charges being applied.

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Monday 21 October 2024
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: ISOQAR
• ISO 9001 accreditation date: Monday 21 October 2024
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A8980e91-5d21-4ecc-919c-2d34f268806c
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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 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
    • 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.
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

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

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • 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
    • 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 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
    • 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
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • 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
    • 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@printimagenetwork.com. Tell them what format you need. It will help if you say what assistive technology you use.