BDQ

FreshWorks software - ITSM & CRM solutions

Freshworks is a cloud-based software provider offering IT service management (ITSM), customer support, and CRM solutions. Its products help public sector organisations improve service delivery through streamlined workflows, automation, and self-service, with scalable deployment and enterprise-grade security.

Features

• Cloud-based ITSM and customer support platform
• Ticketing, SLAs, automation and workflow management
• Self-service portal with service catalogue and knowledge base
• Asset management and discovery for IT visibility
• Integrations with email, identity, collaboration and monitoring tools

Benefits

• Faster issue resolution through automation and prioritisation
• Improved user experience with self-service and clear journeys
• Reduced operational effort via streamlined workflows
• Better reporting and insight for service governance
• Scalable platform supporting growth and changing service demands

• 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 enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

431895555536606

Contact

Dominic Bush
+44 (0)844 8265 236
enquiries@bdq.cloud

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Marketing campaign management
        • Marketing campaign management
      • Sales force productivity and management
        • Sales force productivity and management
      • Customer service
        • Customer service
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Private cloud is not offered. Solution cannot be hosted.
• System requirements:
  • Chrome/Firefox/Safari/Edge: Latest 2 versions
  • Mobile App - iOS 10+, Android OS 7.1+, mobile browsers
  • Stable Internet connectivity
  • Operating system: Windows 7.0 or Higher OSX, Mavericks or Higher

User support

• Email or online ticketing support: Yes
• Support response times: Freshworks provides a 2-hour response SLA. Issues reported follow a priority matrix.; Response Times: Urgent: 2 hours, High: 4 hours, Medium: 6hours, Low: 8hours.; The resolution SLAs vary based on priority level, and change/fix required. The team is also responsible for communicating about incidents to appropriate parties in a timely manner. Freshworks has RTO of 2 hours and RPO of 5 minutes.; ; Freshworks provides standard support to all customers at no additional cost. Freshservice support team are available Email (24x7), Phone (24x5), Chat (24x5), and Portal (24x7); all contact coordinates for support are available at our Support Website https://support.freshservice.com/en/support/home.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: The application has been tested using a combination of manual and automated techniques using aXe - an automated accessibility rule engine and NVDA, a free and open-source screen reader. Adhoc evaluation of the code was also completed where necessary. The application has been tested by a qualified accessibility tester who is a Trusted Tester by the US Department of Homeland security and Certified Professional in Web Accessibility (CPWA) by the International Association of Accessibility Professionals (IAAP)).
• Onsite support: Yes, at extra cost
• Support levels: The following is the scope of support services that are in general offered by Freshworks to its customers, free of cost.; A. Telephone Support (Help Desk) - Toll-free phone support will be available, in English only, through the Freshworks Support help desk as follows: All locations +44 (800) 808-5790, Hours: 24 hours (Monday- Friday).; B. E-mail Support (24/7) : Customer’s authorized personnel may also report issues by e-mail in the English language to support@freshoworks.com. Freshworks welcomes Customer feedback and comments and Customer may forward such information to Freshworks by e-mail to support@freshworks.com.; C. Technical Account Manager/ Customer Success Managers are provided.; Our Response times are as follows:; Severity 1 - 2 hours.; Severity 2 - 4 hours.; Severity 3 - 6 hours.; Severity 4 - 8 hours.; ; Additional and on-site support available as per rate card.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Most of the options are explained via in-app tour buttons. A dedicated UK product expert is available over phone or e-mail to offer advice/guidance regarding initial configuration, training, any customization requirements, implementation, and on-going support. Based on discussions with the UK Office, onsite support can also be agreed. Support costs are included within the license costs and thus the buyer will not incur any additional charges for implementation or ongoing support.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: WCAG 2.2 A
• End-of-contract data extraction: Customers have the option to export the complete helpdesk data anytime before the contract ends. - Inbuilt feature to export all data within Freshservice. Freshchat: Chats and contacts will be provided in a CSV format. Productivity and customer satisfaction report can also be pulled.
• End-of-contract process: At the end of contract, user can export the data and unsubscribe from the plan. If customer plans to renew, the chosen plan and pricing will be applicable. Customers may export all Service Data prior to the termination of the Customer’s Account. In any event, following the termination of Customer’s Account by either party, Service Data will be retained for a period of 14 days from such termination within which Customer may contact Provider to export Service Data; (ii) where the Customer does not use custom mailbox and uses the e-mail feature, if available within the Service(s), e-mails forming part of Service Data are automatically archived for a period of 3 months; and (iii) logs are archived for a period of thirty (30) days in the log management systems, post which logs are retired to a restricted archived cold storage for a period of eleven (11) months (each a “Data Retention Period”). Beyond each such Data Retention Period, Freshworks shall delete all Service Data in the normal course of operation except as necessary to comply with Freshworks’s legal obligations, maintain accurate financial and other records, resolve disputes, and enforce its agreements. Service Data cannot be recovered once deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Freshservice has a free and easy-to-use mobile app compatible with Android and iOS. The app can be used by both Requesters/End Users and Agents. Requesters can use the app to raise tickets, track existing tickets, browse the solutions database, request new services, and check pending approvals. Agents can use the app to work on multiple modules, including tickets, changes, and assets. The app is compatible with both Android and iOS
• Service interface: Yes
• Description of service interface: Freshservice provides all employees (requestors, agents and administrators) with a simple and user-friendly UI. Freshservice provides requestors with a self-service portal to raise incidents, request services, browse the KB and view ticket history. The portal can be customised extensively, either through simple logo/favicon changes or a deeper modification of the HTML and CSS. For agents, collision and collaboration tools can be easily used within the UI to improve productivity and efficiency. Moreover, simple drag and drop form field, and workflow, creation can be utilised by administrators to quickly set up effective information gathering and ticket inflow.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The Freshservice self-service portal & Agent Portal has been tested against the WCAG guidelines and complies with WCAG 2.2 Level AA for both the Agent and Self-service portals. We perform both automated and manual testing against WCAG for all of our surface interface components.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Freshworks provides an open platform that allows you to bring in data from other applications to provide a full 360-degree view of the customer. Freshservice APIs belong to the REpresentational State Transfer (REST) category. This means that they can be used to perform ""RESTful"" operations like reading, modifying, adding, or deleting data between Freshservice and external Applications.; https://api.freshservice.com/. Maximum number calls per hour depends on the plan you choose and starts from 1000 calls per hour. Also Freshchat APIs can be used to integrate with third party bots, custom widget front end, CRMs, Helpdesks through POST and GET APIs. Freshcaller support APIs/Webhooks necessary for third party apps.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Freshservices' modern and intuitive UI requires minimal to no training, and is customizable to IT and non-IT needs. The platform is designed to be clutter-free and enables any user to navigate with ease. Both the admin and the self-service portals are very easy to use and operate. The system supports on-the-fly customization. You may extend your brand identity to your support portal by rebranding your portal by uploading logos and choosing the style or color of elements. You may also perform advanced customization's on your end user portal by using Liquid, Javascript and complete CSS customization. They are a collection of style settings that can be configured in your account, including everything to do with colors, stylesheets, and layouts. The admins can customize the service as needed.

Scaling

• Independence of resources: Freshservice is a multi-tiered service-oriented architecture that is designed to be highly scalable, responsive, and fault-tolerant. Freshservice is hosted on Amazon Web services (AWS), a highly resilient architecture that offers more scalability in terms of hosting your data in the cloud environment. AWS is also exceptional with highly scalable DNS that routes users to the best endpoint based on latency, geo-proximity and other considerations. This architecture is built with sturdiness and endurance factors in mind that ensure high availability for the product and data

Analytics

• Service usage metrics: Yes
• Metrics types: The analytics module allows managers/supervisors to create and maintain ad-hoc reports and add real-time/historical data to web-based reports. Our native Reporting and Analytics module offers both out-of-the-box canned reports and customized reports. Using roles and permissions, we can provide you the ability to apply role-based permissions to Reporting. Reporting is made available for all modules across the system, such as Incidents, Service Requests, Problems, Changes, Releases, and Assets. Your team can configure Ad-hoc reports to define specific metrics using relevant filters. All reports within Freshworks can be exported to different formats manually and on a scheduled daily, weekly, bi-weekly, etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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 SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data is encrypted both at rest and in transit. All data at rest (database) is encrypted using AES-256-bit standards, with the keys being managed by AWS Key Management Service. Attachments are stored in S3, which is also encrypted at the S3 bucket level.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export data as XML towards the end of their contract. Data can also be extracted via CSV, for example chats and contacts that can be exported to the helpdesk. Productivity and customer satisfaction report can also be pulled
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: 99.8% Uptime (availability based on each calendar month). Refund-policy are available in agreed SLA document. (If for a given month, Availability is:; ; (a) >98.5% but <99.8%: Customer will receive 2% service credit for such month.; (b) >97.5% but <98.5%: Customer will receive 3% service credit for such month.; (c) >96.5% but <97.5%: Customer will receive 5% service credit for such month.; (d) > 95.5% but < 96.5%: Customer will receive 6% service credit for such month.; (e) >94.5% but <95.5% - 10% of Monthly Fees, and ability to immediately terminate without further liability, provided that notice to terminate will be provided not greater than 30-days from the end of the month in question.; (f) 94.5%< - 25% of Monthly Fees and ability to immediately terminate without further liability, provided that notice to terminate will be provided not greater than 30-days from the end of the month in question.; ; To receive service credits, a customer must submit a written request to support@freshworks.com, within 30-days after the end of the month in which Freshworks failed to meet the uptime commitment, or customer’s right to receive service credits with respect to such unavailability will be waived.
• Approach to resilience: Freshworks provides 99.8% availability. We have a highly resilient and fault-tolerant architecture that is leveraged further from the disaster resilience provided by AWS.; ; AWS allows us to place instances and store data within multiple geographic regions and across multiple availability zones (AZ) within each region. Each AZ is designed as an independent failure zone. This means that AZ is physically separated from a typical metropolitan region and is located in lower-risk flood plains (specific flood zone categorization varies by Region). In addition to discrete uninterruptible power supply (UPS) and onsite backup generation facilities, they are each fed via different grids from independent utilities to further reduce single points of failure. Availability zones are all redundantly connected to multiple tier-1 transit providers.; ; Data centers are built in clusters in various global regions. All data centers serve customers online; no data center is “cold.” In case of failure, automated processes move customer data traffic away from the affected area. Core applications are deployed in an N+1 configuration so that there is sufficient capacity to enable traffic to be load-balanced to the remaining sites in the event of a data center failure.
• Outage reporting: We have a Publicly Accessible Dashboard highlighting performance and up/downtime (link can be sent upon request) Freshworks will respond to Customer via phone and email in the event of “urgent” and “high” priority support requests and via email for all other support requests.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Freshworks products feature a versatile authentication system, enabling customers to define user names, access roles, and customize password rules. Authentication options include Freshworks login, Google login, or Single Sign-On (SSO) via SAML 2.0, Open ID Connect, OAuth 2.0, or JWT. Users can restrict access based on IP addresses. This flexibility ensures seamless access and user management.; ; Kindly refer to the below link for more details on how to enable SSO within Freshworks products: https://support.freshworks.com/en/support/solutions/articles/50000000669-how-to-implement-single-sign-on-sso-for-freshworks-
• Access restrictions in management interfaces and support channels: Freshworks has restricted access to customer environment to very limited set of authorized users that is warranted based on job responsibilities. All accesses are permitted only from registered user systems and only from the whitelisted IP addresses of Freshworks. We can restrict Freshservice to certain domains or IPs. Also, agent access to tickets can be restricted based on the Group policies and restrictions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Users can be authenticated using the authentication module within Freshworks products or can enable SSO. If the authentication module provided by Freshworks is used, you can set up different levels of password security using Freshservice for your agents and customers. By default, any password must contain a minimum of 8 characters and must not contain the username. You can also opt for advanced settings and set up custom password policies like the password expiration time or the minimum password length. The more sensitive the data your agents/customers have access to, the more stringent your password rules must be.

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Freshworks is certified for ISO 27001 by BSI. We have comprehensive information security practices in place that cover physical, network and application security. At the product level, the features undergo stringent security testing by Security experts before deployed. At the organisation level, the security engineers are regularly trained on security practices. Following the principles of Security by Design, at Freshworks, products security is a blueprint and design consideration in every build cycle. Accordingly, the Information security team is a part of all the build cycles to certify a build as ""Good to go"". Multiple security checks including code reviews, web vulnerability reviews, and advanced security tests are performed in every build. That apart, the builds are put through stringent functionality tests, performance tests, stability tests, and Ux tests before the build is certified as “Good to go"". More information can be provided upon signing an NDA.

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: Changes to the application, infrastructure, web content and deployment processes are documented extensively as part of an internal change control process. The security review mandates that each version is compliant with the company’s internal ISMS policies. Freshworks uses the Scrum model from the agile framework in combination with the Continuous Integration and Continuous Deployment (CICD) approach to ensure faster delivery of functionalities to its customers. Members from various teams form the “Squad” to work on the core functionality or features of the product and the underlying infrastructure.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Multiple security checks, code reviews, web vulnerability reviews, advanced security tests are performed in every build. Builds go through stringent functionality tests, performance tests, stability tests, and Ux tests before the build is certified as Good to go. On an ongoing basis also, the product goes through static (SAST) and dynamic (DAST) code reviews, OWASP risk reviews including code injections, clickjacking, XSS vulnerabilities, and technology landscape vulnerability reviews performed by the inhouse white hat hackers and external cybersecurity organizations. Automated scans for any identifying weakness in the application, OWASP top 10 vulnerabilities and manual tests covering transmission security.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our security and NOC teams monitor our network and application in real-time. Any threats detected trigger an alert which is assigned to security personnel. We have defined internal SLAs in place for incident management
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: Freshworks has an Information Security incident management process to classify and handle incidents and security breaches. The Information Security team is responsible for the security incident covering: Identification, Triaging & Classification; Containment, RCA, Corrective Action, Evidence; Management & Recovery; Learning & Analysis. Freshworks Employees are aware of their responsibility to report any information security incidents and the requirements of the information security incident management procedures. Our Customers may contact our 24/7 monitored mailbox at security@freshworks.com to report breaches at their end. For more details, see Clause 7 - Data Incident Management and Notification in our Data processing addendum - https://www.freshworks.com/data-processing-addendum/

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: Yes
• Description of free trial: Freshworks offer a 14-day fully-functional free trial of the Freshservice platform on any plan. Our product experts guide you through your evaluation, also free-of-charge. After the given evaluation period, you can then select a plan to continue using the product.

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%

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
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

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

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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • 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
  • 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
  • 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
  • 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

  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

  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
• 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
  • 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
• 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
  • 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
  • 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: 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
  • 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

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 enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.