SOFTCAT PLC

Everbridge xMatters

xMatters is an incident management and alerting service that automates the detection, escalation, and resolution of critical incidents by orchestrating people, systems, and communications in real time, ensuring faster response, reduced downtime, and improved operational resilience across IT and business teams.

Features

• Multi-channel notifications via SMS, voice, email, mobile app, chat

Benefits

• Improve service reliability by coordinating faster,

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODS

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

441204955205609

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Applications

  Production and operations

  • Production and grid management
  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: XMatters extends and integrates with monitoring, ITSM, DevOps, and collaboration platforms such as ServiceNow, Jira, PagerDuty alternatives, AWS CloudWatch, Azure Monitor, Datadog, Splunk, Microsoft Teams, Slack, and email systems, enhancing these services with automated incident orchestration, escalation, and real-time human response coordination.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: XMatters is delivered as a multi-tenant SaaS service, so customers cannot control underlying infrastructure or hosting hardware. Planned maintenance windows may be required, with advance notification provided. Internet connectivity is required for full functionality. Some integrations depend on third-party APIs, availability, and customer-side configuration. Support is provided remotely and relies on supported browsers, mobile platforms, and documented integration methods.
• System requirements:
  • Modern web browser supporting HTTPS, JavaScript, and TLS encryption
  • Internet connectivity to access cloud-based xMatters SaaS platform
  • Supported mobile devices running iOS or Android for mobile app
  • Valid user accounts and roles configured within xMatters platform
  • Email, SMS, or voice services enabled for notification delivery
  • API access credentials for integrating third-party systems and tools
  • Supported identity provider for SSO using SAML or OAuth
  • Access to monitoring or ITSM tools for event source integration
  • Firewall rules allowing outbound HTTPS traffic to xMatters endpoints
  • Time synchronization for accurate incident timestamps and reporting

User support

• Email or online ticketing support: Yes
• Support response times: XMatters provides email and online ticketing support with defined service-level response times based on support tier. Support coverage and response times are consistent throughout the week, including weekends, for customers with 24×7 support entitlements. For customers on business-hours support plans, response times apply during standard working hours, with weekends covered according to the contracted support level.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: XMatters provides multiple support levels aligned to customer needs and service criticality. Standard Support is included with the service and provides email and online ticketing support during business hours, with defined response-time SLAs. Premium Support offers 24×7 coverage, faster response times, and phone support for critical incidents.; ; Support pricing varies by subscription tier, contract length, and level of coverage, and is provided as an add-on to the core xMatters subscription. Exact costs are agreed contractually rather than published as fixed price lists.; ; For enterprise customers, xMatters can also provide enhanced support options that include a named Technical Account Manager or access to a dedicated cloud support engineer. These roles offer proactive guidance, best-practice advice, health checks, and escalation management, helping customers optimise their incident management processes and platform usage.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: XMatters helps users start using the service through a structured onboarding approach. Customers are provided with comprehensive online documentation, knowledge base articles, and API references. Guided setup resources, best-practice templates, and example workflows help users quickly configure incident management processes.; ; Training is available through online training sessions, webinars, and self-paced learning materials. For customers requiring additional support, professional services can deliver tailored onboarding, configuration assistance, and virtual or onsite training at an additional cost. Ongoing enablement is supported through customer success engagement, release notes, and access to support teams, helping users adopt the platform effectively and continuously improve their operational processes.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When a contract ends, users can extract their data from xMatters using built-in export and API capabilities prior to service termination. Customers can export configuration data such as users, groups, on-call schedules, workflows, and reports through the web interface or retrieve operational and historical data via the REST API in standard formats.; ; Upon request and in accordance with contractual terms, xMatters can also assist with data export as part of the offboarding process. After the agreed data-retention period, customer data is securely deleted in line with xMatters’ data protection and retention policies.
• End-of-contract process: At the end of the contract, the customer’s access to the xMatters service is terminated in line with the agreed contract terms. The subscription price includes use of the platform, standard support, and access to documentation and self-service resources for the contract duration.; ; Prior to termination, customers can export their data using built-in tools and APIs. Assistance with data export, extended access periods, or bespoke offboarding support may be available at an additional cost if requested. After the contract ends and any applicable retention period expires, customer data is securely deleted in accordance with xMatters’ data retention and information security policies.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service provides full administrative and configuration capabilities, including workflow design, integrations, reporting, and user management. The mobile application is optimised for on-the-go incident response, allowing users to receive alerts, acknowledge incidents, communicate, and execute response actions. Advanced configuration, administration, and detailed reporting are typically performed via the desktop browser experience rather than the mobile app.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The xMatters service interface is a secure, web-based dashboard accessed through a standard browser. It provides intuitive navigation to incidents, alerts, on-call schedules, workflows, integrations, and reports. Users can view real-time incident status, acknowledge or respond to alerts, collaborate with teams, and track resolution progress. Role-based access controls tailor the interface for responders, managers, and administrators, ensuring usability and security.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: XMatters incorporates accessibility considerations into its user interface design and quality assurance processes. The service is tested against WCAG 2.2 AA criteria using a combination of automated accessibility testing tools and manual reviews. Manual testing includes keyboard-only navigation, screen reader compatibility checks, focus management, and colour contrast validation.; ; Where possible, usability testing and feedback are gathered from users who rely on assistive technologies, such as screen readers and keyboard navigation, to validate real-world accessibility and identify areas for improvement. Accessibility findings are tracked and addressed as part of the product development lifecycle to ensure ongoing compliance and continuous improvement of the service interface.
• API: Yes
• What users can and can't do using the API: XMatters provides a REST-based API that allows users to integrate the service with external systems and automate incident management processes. Using the API, users can create and update users, groups, on-call schedules, incidents, events, and subscriptions, as well as trigger notifications and workflows from monitoring, ITSM, or DevOps tools. The API supports programmatic setup of integrations, event ingestion, and operational data updates.; ; Users can also make ongoing changes through the API, such as modifying schedules, updating user contact methods, acknowledging or resolving incidents, and retrieving incident status and reporting data.; ; Certain administrative and platform-level configurations are restricted to the web interface for security and governance reasons. These limitations include tenant provisioning, core platform settings, billing configuration, and some advanced workflow design elements, which require appropriate administrative access via the UI rather than the API.
• 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: Users can customise xMatters primarily through configuration using the web-based administration interface and APIs. Customisable elements include incident workflows, escalation paths, notification rules, message templates, on-call schedules, roles, response actions, dashboards, and integrations with monitoring, ITSM, DevOps, and collaboration tools.; ; Customisation is performed using built-in tools such as the visual Flow Designer, scheduling and group management features, integration builders, and REST APIs. These allow organisations to adapt xMatters to their operational processes without modifying underlying code.; ; Customisation is typically carried out by authorised administrators, platform owners, or designated technical users within the customer organisation. End users can customise limited aspects relevant to them, such as personal notification preferences, contact methods, availability, and response options, while broader platform configuration is controlled through role-based access permissions.

Scaling

• Independence of resources: XMatters is built as a cloud-native, multi-tenant SaaS platform with logical tenant isolation to ensure customer data and performance are separated. The service uses scalable infrastructure, load balancing, and capacity management to handle variable demand without customer impact. Rate limiting, monitoring, and automated scaling protect platform stability, while continuous performance monitoring and SLA-backed availability ensure one customer’s usage does not adversely affect others.

Analytics

• Service usage metrics: Yes
• Metrics types: XMatters provides service and application-level metrics focused on incident management performance. These include incident volumes, alert delivery status, acknowledgement and response times, escalation effectiveness, on-call coverage, workflow execution metrics, and notification success rates across channels. Dashboards and reports provide real-time and historical visibility, and selected metrics can be accessed via the API for external monitoring and analysis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Everbridge

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: In addition to encryption at rest, xMatters protects data using strict role-based access controls, tenant-level data isolation, and secure key management with regular key rotation. Access to stored data is limited to authorised systems and personnel only. Backup data is also encrypted and protected using the same controls, and access is logged and monitored to detect and prevent unauthorised activity.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data from xMatters using built-in export features and the REST API. Configuration and reporting data can be downloaded through the web interface, while operational and historical data can be retrieved programmatically via the API in standard formats. Data export can be performed by authorised administrators prior to contract termination.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON via REST API
  • XML
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: In addition to TLS 1.2 or higher, xMatters protects data in transit using strong API authentication mechanisms such as OAuth tokens, API keys, and signed requests. Optional mutual TLS can be used for selected integrations to provide certificate-based authentication. Network security controls, request validation, and monitoring further protect data exchanged between customer systems and the xMatters platform.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Within the xMatters network, data is protected using encryption at rest with strong industry-standard algorithms, strict network segmentation, and role-based access controls. Internal services communicate over secured channels, and access is limited to authorised systems and personnel only. Continuous monitoring, logging, and intrusion detection are used to identify and respond to suspicious activity, supported by regular security reviews and vulnerability management processes.

Availability and resilience

• Guaranteed availability: XMatters provides a high-availability, cloud-native SaaS service with a financially backed Service Level Agreement (SLA) for service availability. The platform is designed with redundancy, fault tolerance, and geographic resilience to minimise service disruption.; ; Availability commitments and SLA targets are defined in the customer contract and typically guarantee a high level of monthly uptime. Availability is measured on a monthly basis, excluding scheduled maintenance windows that are communicated in advance.; ; If xMatters fails to meet the agreed availability SLA, customers are eligible for service credits in accordance with the contract. Service credits are calculated based on the level and duration of the outage and are applied as a credit against future subscription fees rather than as a direct refund. Detailed SLA definitions, measurement methods, exclusions, and credit calculations are documented contractually.
• Approach to resilience: XMatters is designed as a resilient, cloud-native SaaS platform following the principles of asset protection and resilience. The service is hosted in secure, third-party cloud data centres that provide physical security, redundant power, cooling, and network connectivity. The platform uses multi-availability-zone deployments, load balancing, and automated scaling to ensure continuity during component or zone failures.; ; Application services are architected for high availability with redundancy, health checks, and automatic failover. Data is replicated and backed up to protect against data loss, and disaster recovery procedures are regularly tested to validate recovery objectives. Continuous monitoring and alerting are used to detect and respond to failures in real time.; ; Planned maintenance is performed using rolling updates to minimise customer impact. Security controls, access restrictions, and monitoring protect assets while supporting resilience. Detailed information on data centre architecture, disaster recovery objectives, and resilience testing is available to customers on request under appropriate confidentiality arrangements.
• Outage reporting: When there is an outage or service degradation affecting xMatters, the status is communicated via a public service status dashboard that shows real-time availability and incident updates. Customers can subscribe to email alerts from this dashboard to receive notifications about outages, progress updates, and resolution notices. Where applicable, API endpoints are available to retrieve service health and status information programmatically. Updates are published regularly during an outage until full service restoration is confirmed.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to xMatters management interfaces and support channels is restricted using role-based access control and strong authentication. Only authorised users with appropriate roles can access administrative or support functions. Authentication supports SSO, MFA, and secure credential policies. Support access is limited to verified customer contacts, and actions are logged and audited. Privileged access is granted on a least-privilege basis and reviewed regularly to ensure ongoing appropriateness.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users 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
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: In addition to ISO/IEC 27001, xMatters’ security governance aligns with SOC 2 Type II, ISO/IEC 27017 for cloud security controls, and ISO/IEC 27018 for protection of personally identifiable information in cloud services.
• Information security policies and processes: XMatters follows a comprehensive set of information security policies and processes aligned with recognised standards such as ISO/IEC 27001 and SOC 2. These include policies for information security management, access control, data protection, incident response, vulnerability management, change management, secure software development, and business continuity.; ; Security governance is overseen by executive leadership, with a designated security executive responsible for enterprise-wide security. Policies are approved at senior management level and communicated across the organisation. Compliance is enforced through role-based access controls, mandatory security training, and documented procedures.; ; Adherence to policies is monitored through regular internal audits, third-party assessments, penetration testing, and continuous monitoring. Security incidents are formally managed through defined response and reporting processes, with lessons learned feeding into continuous improvement.
• 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: XMatters follows formal configuration and change management processes aligned with recognised standards. Service components and configurations are tracked throughout their lifecycle using version control, asset inventories, and change records. Changes are planned, reviewed, tested, and approved before deployment, with traceability from request to release. Security impact is assessed as part of the change process, including risk evaluation, peer review, automated testing, and, where appropriate, security validation before changes are promoted to production.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: XMatters operates a structured vulnerability management process aligned with recognised standards. Potential threats are assessed through continuous vulnerability scanning, penetration testing, code reviews, and risk assessments based on severity and impact. Patches and mitigations are prioritised and deployed according to risk, with critical vulnerabilities addressed rapidly through expedited change processes. Information about potential threats is sourced from security advisories, vendor notifications, threat intelligence feeds, industry groups, and findings from third-party security assessments and audits.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: XMatters uses continuous protective monitoring aligned with recognised standards. Potential compromises are identified through centralised logging, real-time monitoring, alerting, and automated detection of anomalous behaviour across systems and applications. When a potential compromise is detected, incidents are triaged immediately, investigated by security personnel, and contained according to defined incident response procedures. Response actions include isolation, remediation, customer impact assessment, and root-cause analysis. Response times are prioritised by severity, with critical security incidents addressed immediately under 24×7 monitoring and on-call security response processes.
• 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: XMatters follows structured incident management processes aligned with recognised standards. Pre-defined procedures exist for common operational and security events to ensure consistent handling. Users can report incidents through the online support portal, email, or phone support channels. Incidents are tracked, prioritised, and managed through defined workflows. Following resolution, customers receive incident communications and, where applicable, detailed incident or post-incident reports outlining impact, root cause, remediation actions, and preventative measures.
• Post-quantum cryptography secure: No

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: Yes
• Free trial available: Yes
• Description of free trial: XMatters offers a time-limited free trial that provides access to core incident management features, including alerting, notifications, basic workflows, and integrations. Advanced enterprise features, premium support, and production-grade SLAs are not included. The trial is available for a limited evaluation period.
• Link to free trial: https://provision.xmatters.com/signup

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: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

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 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
    • 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
    • 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
    • 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)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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

  • 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
    • 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
    • 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

  • 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

  ODS

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.