VERINT SYSTEMS UK LIMITED

Verint Open CCaaS

Verint Open CCaaS is a cloud-native, AI-driven contact centre platform with an open architecture. It offers a complete set of capabilities for your contact center operations. Companies can select a mix of digital and voice agents for a blended approach, utilizing Verint’s bring-your-own-telephony, universal routing, and a single agent workspace.

Features

• Open Architecture
• Modular Deployment
• Engagement Data Hub
• Future-Proof AI
• AI-Powered Automation
• Bring-Your-Own-Telephony (BYOT)
• Universal Routing
• Unified Agent Workspace
• Omnichannel Interaction Handling
• Open Platform for Integrations

Benefits

• Integrates with existing systems without requiring a rip-and-replace approach
• Allows incremental rollout of features for faster ROI
• Centralizes engagement data for actionable insights and enterprise-wide accessibility
• Adapts to new AI models keeping the platform current
• AI bots for self-service, real-time, analytics boost CX automation
• Integrates with numerous telephony vendors to minimise disruption
• Intelligent routing across all channels for blended agent experiences
• Consolidates channels into a single interface for agent efficiency
• Handles voice, chat, messaging, social for unified customer experience
• Connects external APIs providing a single pane of glass

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

Framework

G-Cloud 15

Service ID

433262437898809

Contact

Julie French
01932 839500
tenders@verint.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: There is a potential four-hour service window every weekend that is used for the upgrades, OS and or Application. This window will be in the night, relative to the geographic location of the SaaS instance deployed, to help ensure it will occur out of hours for customers (normally starting at 23:59 on Saturday and finishing at 4:00 am on Sunday). If additional scheduled downtime is anticipated for a specific service window, this information will be communicated in advance of the service window.
• System requirements:
  • Modern web browser – Chrome, Edge, Firefox, or Safari enabled
  • Internet connectivity – Minimum 2 Mbps recommended for SaaS access
  • Device compatibility – Desktop, tablet, smartphone (iOS and Android), Kiosk
  • Secure HTTPS connection – Required for all data transmission
  • Customer IdP integration – SCIM, SAML or OpenID Connect supported
  • Customer Systems Integration – Requires various datafeeds from customer environment
  • Responsibility for all 3rd party components/firewalls is with the customer
  • Desktop Compatibility – Windows, Citrix, VMWare, Hardware

User support

• Email or online ticketing support: Yes
• Support response times: Service and support levels are agreed by contract. Verint’s support packages can be found in our Global Maintenance and Support plan: http://www.verint.com/corporate/misc/verint-global-maintenance-and-support-plan-all-regions.pdf.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Verint SaaS Solution is supported under the Premium Support Level. There is also a Premium Plus support level. If you require further information regarding the benefits of this higher level, then please contact our sales team to discuss.; Verint Support offer 24*7 support for Priority 1 & 2 issues. Support for Priority 3 & 4 issues is provided between 08:00-18:00 Monday to Friday. All issues are logged via our Online Portal, or by phone. Verint provides targeted initial response on all Incidents.; Priority 1: Response Time: 15 minutes (cloud) 1 hour (customer hosted) (24 x 7 x 365); Priority 2: Response Time: 1 hour (24 x 7 x 365); Priority 3: Response Time: 2 hours between 0800-18:00 Monday to Friday; Priority 4: Response Time: Next Business Day between 0800-18:00 Monday to Friday; All maintenance activities are planned outside core business hours.; Support & Maintenance are provided as part of the Managed Cloud Services fees. Additional requirements would be subject to additional costs.; Where included, a Verint Customer Success Manager will work with the customer to develop a Relationship and Service Management Framework, including Change Control Processes and provide regular service performance reviews.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Verint would provide end user training to ensure that customers are fully enabled to take advantage of the functionality offered and features available. Training and consulting is a blend of on-site engagements, attendance at the dedicated Verint University, leader led online and self-paced learning clips, depending on the class and agenda. ; Education is based on a “train the expert” approach to ensure that expertise is built within the operation and the solution can be rolled out to new sites or departments as needed by the customer. ; In addition to standard training, Verint offer value added consulting services designed to optimise the processes which are supported by the tool – for example the Best Practice Review workshop focusses on benchmarking existing operational processes and identifying areas of improvement and transformation for adopting the Verint solutions.; After the implementation has been completed, users can opt into the Advice Line services for follow-up questions and “how to” as the use of the solutions mature within the operation.; User documentation and class guides are provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers may request their data from Verint upon the end, or termination of contract.
• End-of-contract process: At the end of the Agreement or the Access Term (the period in which the customer subscribes to the Verint SaaS Services) access to the SaaS environment will be disabled. Within 30 days of such termination or expiry, the customer may request that Verint either return or delete available customer data. Verint may provide functionality within the SaaS Services which enables the customer to download or export their data directly without requesting that Verint do this for them. In cases where functionality is not available or where the customer declines to use this functionality to 'self-serve', then Verint may provide an estimate of the professional services cost associated with returning customer data and customer may place an order for such services. At the end of this 30 day period, if the customer has not requested or actioned return or deletion, then Verint will delete all customer data.
• 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: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The user interfaces are browser-based. Users log in with a designated username and password, they can then work in all areas permitted by their access level
• Accessibility standards: None or don’t know
• Description of accessibility: The user interfaces are browser-based. Users log in with a designated username and password, they can then work in all areas permitted by their access level
• Accessibility testing: Verint works with a leading accessibility solutions provider which performs independent assessment of Verint products and services' accessibility conformance levels, and produces VPATs on Verint's behalf using a combination of automated and manual testing against WCAG 2.2 AA criteria.; Products are tested with Freedom Scientific JAWS, Dragon Naturally Speaking, ZoomText, Google Chrome, Microsoft Edge (Based on Chromium) on Windows. VPAT reports detailing conformance levels are available upon request.
• API: Yes
• What users can and can't do using the API: Several APIs are available including: ; ; • Interaction Notification API to notify Agents of new incoming interactions, e.g. the Interaction Notifier can be used to notify Agents of a new Telephony interaction. ; • Context Service API allows you to create external Interaction Contact entries in Contact History. External Interaction Contacts are used to record Interactions with customers that were performed in external applications. ; • Secure Messaging API provides a web customer’s Secure Message experience. ; • Live Chat API which allows you to easily integrate Live Chat Messaging with your suite of applications/services
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Many features of the application are configurable, including the look and feel of the application, routing rules, user roles, and security settings. Usually, Verint staff will adjust these settings to the client's specification.

Scaling

• Independence of resources: Client data is logistically segregated from that of other clients using the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard out of the box reports track metrics including a summary of Live Chats between one Agent and Customer, the URL that Customers were viewing when a Chat session was initiated, Agent Performance based on the most commonly measured key performance indicators (KPIs), grouped by Channel, summary view of how Channels are performing, Customers that have contacted the organisation more than once in the last seven days.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• 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
  • Other
• Other data at rest protection approach: All customer data is encrypted to industry standards, at rest, in transit and in storage/use with AES 256 and TLS 1.2, with key strength 256 symmetric and 2048 asymmetric. ; Data centers are subject to industry standard physical access controls.; Verint does not permit the use of removable media for the storage/transfer of customer data (unless Professional Services resources have been scoped for a specific requirement). If storage using removable media was deemed necessary by the customer, Verint would implement the necessary encryption and physical security controls for the device(s) in line with industry standards i.e., ISO 27001.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: When required, users may export data directly from applicable system screens.; Reports may be exported as CSV and PDF file formats.
• Data export formats:
  • CSV
  • ODF
• Data import formats: Other
• Other data import formats:
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Verint guarantees a minimum uptime of 99.99% for its Cloud Hosting Services, excluding scheduled downtimes. This commitment is underwritten by service credits. ; Verint will use commercially reasonable effort to ensure that the SaaS service will be available 24 hours per day, 7 days a week, excluding any scheduled downtime. Daily system logs will be used to track scheduled downtime and any other Hosted environment outages. Verint will provide Customer with a minimum of 7 days advance notice of Scheduled downtime and post a notice on the application log-in screen to notify Customer Administrator of any Scheduled downtime that will exceed 2 hours. ; Regular updates are included as part of the contractual service agreement with opportunity to assess uptime performance, volume of any cases logged and to determine if credits are due. ; Please refer to the Verint Master Service Agreement: ; https://www.verint.com/our-company/legal-documents/master-agreement/; Our standard RTO is 12 hours in the case of a full availability zone failure. Our RPO is 1 hour. ; (Please note that these are objectives and not guarantees - Availability will be in line with SLAs and requirements as agreed in the customer contract/DPA.)
• Approach to resilience: Cloud system architecture is configured across multiple availability zones within chosen region. Availability zones are located at a reasonable minimum distance apart and are subject to security controls in accordance with applicable industry standards, allowing for inherent disaster recovery. Disaster recovery arrangements are in place for customer data held in hosted environments and are detailed in individual customer contracts. Verint can provide validation of successful completion of tests in relation to Recovery Point Objectives and Recovery Time Objectives. ; Transactional data is backed up incrementally and retained for 30 days. Full backups of servers and databases are stored and are tested at least annually to PCI standards.; AWS, our hosting partner, has a range of certifications and industry standard controls in place for the security and availability of their datacentres which can be found here:; https://aws.amazon.com/trust-center/data-center/our-controls/; https://aws.amazon.com/compliance/programs/
• Outage reporting: Customers may check the dedicated Verint Cloud status page and via updates in Incident Management System (IMS) system which can be viewed via the Verint Connect Community Portal.

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)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: All user access to the system is controlled by a role-based security model. Users are assigned, one or a number of relevant roles for example Agent, Supervisor or Scheduler. These Roles represent their job function and control access to features. In addition to the Role, users are assigned a Scope to control which departments or teams the Role applies. This allows segmentation and for example Team Leaders to have management over their teams, but not privileges over others.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: No audit information available
• 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: ISO/IEC 27001
• Information security policies and processes: Verint is accredited to ISO27001 with certification covering all global offices, and has multiple information security policies in place to meet the requirements of the standard.; The Global Director of Information Security has responsibility from a global perspective, with representation being provided within regional locations. Roles and responsibilities for information security are referred to within policy documents and are stated in employee contracts.; Information security awareness training is given to all new employees, and updates take place on a regular basis through the Company's Learning Management System (LMS).; Policies are reviewed annually, and internal audits are carried out in line with ISO27001 requirements. External audits are also conducted by an independent third party to confirm compliance.
• 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: Verint has change management procedures in place. All changes to Verint business processes, documentation and systems are made in line with ISO27001, ISO9001 and ITIL change management requirements as appropriate.; Our formal change management process includes reviewing the impact and size of the change in relation to present activities and priorities, he availability of resources required to complete the change(s) as well as testing requirements.; All changes are recorded, and where relevant to the changes required, appropriate staff will be invited to provide input into the change management process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We annually go through security evaluations to provide continuous monitoring of our security state and to identify areas for improvements. This process validates our actions to protect the confidentiality, integrity, and availability of our systems. ; SaaS employs continuous scanning feeding into a SOC providing 24x7x365 monitoring and incident response. Logging and monitoring are in place for infrastructure and is managed by Verint. Audit trails are enabled for all active system components. ; Verint and its hosting partners address security risks by applying released patches and updates to patch known vulnerabilities in an operating system. Patching is monthly, or immediately when necessary.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Verint and hosting partners manage risks with potential to impact SaaS solutions through:; • Information security programs; • Pre-employment screening ; • Regular participation in standards audits validating compliance; • Systems monitoring and log reviews; • Routine preventative maintenance; • Threat detection and mitigation systems; • Adherence to rigid processes/procedures; • Regular reviews and vulnerability SaaS solutions testing; • Industry best practices; • Security incorporated in software designs; • Resilient/redundant systems design; • Legal protections secured through partner contracts; Verint’s incident management for corporate/cloud services ensure customers are notified regarding confirmed violations/incidents in accordance with internal procedures, applicable to relevant laws.
• 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: An ‘Incident’ defined as an unplanned interruption or reduction in the quality of a service – this includes incidents identified through Event Management, Support/Service Desk, Technical Support, Product Support and Professional Services & Customer Reported via Verint Connect Community Portal or phone.; Throughout the life cycle of the Major Incident, notifications and status updates are sent to the stakeholders to keep them informed and involved.; Support incidents classified as P1’s are reported to EMEA Compliance to review and support RCA and investigation to prevent reoccurrence.
• 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: 10%
• Between £250,000 and £500,000: 15%
• Between £500,001 and £1,000,000: 20%
• Between £1,000,001 and £2,500,000: 25%
• Between £2,500,001 and £5,000,000: 30%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Monday 14 December 2015
• What the ISO/IEC 27001 doesn’t cover: The Information Security Management System is applicable to development and IT operations in relation to design, delivery, sale, implementation and support relating to Verint’s actionable intelligence solutions and value-added services for enterprise workforce optimization and security intelligence markets. There are no exemptions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Monday 14 December 2015
• What the ISO 9001 doesn’t cover: The Quality Management System is applicable to development and IT operations in relation to design, delivery, sale, implementation and support relating to Verint’s actionable intelligence solutions and value-added services for enterprise workforce optimization and security intelligence markets. There are no exemptions.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council: eDelta Consulting
• PCI DSS accreditation date: Monday 31 March 2025
• What the PCI DSS doesn’t cover: There are no exceptions.
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials 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 certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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: Yes
• Any other security certifications:
  • SOC2 Reports
  • PCI DSS Reports

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
    • 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)
    • 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

  • 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
    • 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
    • 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
    • Introducing transparency to pay and reward processes
    • 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
    • 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 tenders@verint.com. Tell them what format you need. It will help if you say what assistive technology you use.