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Konica Minolta Business Solutions (UK) Ltd

Application to Person Communication (A2P)

Frustrated by missed appointments and communication chaos? Our secure platform empowers public organisations:
• Reduce missed appointments with automated reminders and rescheduling.
• Enhance citizen engagement with dedicated communication channels.
• Boost efficiency by streamlining workflows and freeing staff time.

Features

  • Automated Reminders (SMS/Email)
  • Two-Way Communication Channels
  • Appointment Confirmation & Details
  • Rescheduling Options Via A2P
  • Real-Time Information Updates
  • Multilingual Messaging Support
  • Secure & Encrypted Platform
  • Accessibility Features (Voice Calls)
  • API Integration for Existing Systems
  • Detailed Reporting & Analytics

Benefits

  • Reduce Missed Appointments
  • Improve Citizen Engagement
  • Streamline Communication Workflows
  • Boost Staff Efficiency
  • Increase Service Delivery Rates
  • Cost Savings Through Automation
  • Enhanced Citizen Experience
  • Improved Transparency & Trust
  • Accessibility for All Citizens
  • Data-Driven Decision Making

Pricing

£0.03 a unit

  • Free trial available

Service documents

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 bidsandtenders@konicaminolta.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 4 2 5 7 0 3 3 2 8 9 8 0 9 4

Contact

Konica Minolta Business Solutions (UK) Ltd Andy Cornish
Telephone: 01268 534444
Email: bidsandtenders@konicaminolta.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
The planned maintenance and upgrades are scheduled in advance
System requirements
  • Supported client operating systems; Windows10, Windows11
  • Supported webbrowsers include; GoogleChrome, MozillaFirefox, Microsoft Edge and Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is provided Monday to Friday during standard business hours, and in accordance with the customer service agreement
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
Onsite support
Support levels
Support structures

1st Line Support: They're the first point of contact for users, handling common issues like password resets or printer problems. They escalate unresolved issues.

2nd Line Support: Equipped with deeper technical expertise, they tackle issues beyond 1st Line's capabilities. They diagnose and resolve complex problems.

3rd Line Support: Specialists with in-depth knowledge, they handle highly complex problems often involving infrastructure or application expertise. They may also collaborate with vendors for external support.
Support available to third parties
No

Onboarding and offboarding

Getting started
A users confidence in using the solution is key to the adoption of the investment, therefore, we provide extensive training to help build knowledge and confidence. This training is packaged relevant to the customers requirements and can be in the form of on-site or remote training, as well as train-the-trainer and end user documentation
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Word
End-of-contract data extraction
Customer data can be exported together with the metadata, ready for import into another A2P solution
End-of-contract process
Customer data is stored in the solution in the native format of the specific document. As a result, if a customer chooses to leave the solution, data can be exported to an encrypted hard drive with an index file included so it can be easily imported into another system, if so desired. Customer data will be deleted permanently after the contract ends. There will be an additional cost if the customer requires us to undertake this service.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile is view only
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
The solution provides an interface for point-and-click configuration of all major system components. This interface allows an administrator to accomplish the tasks of defining and administrating major system components and reporting. This limits the need for heavy IT involvement when managing or introducing additional functionality into your solution.
Accessibility standards
None or don’t know
Description of accessibility
N/A
Accessibility testing
The vendor is continuously researching the applicable requirements of the Web Content Accessibility Guidelines (WCAG) and striving for Level AA conformance. The product suite is a diverse A2P solution; For the end user, the solution has provided the Voluntary Product Accessibility Template (VPAT) for the Client and web client
API
Yes
What users can and can't do using the API
The solution provides robust API options and functionality through a variety of APIs. Which API is used will depend on your specific integration needs.
These include: Integration with other business systems and applications.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Certain areas of the user interface can be customised by the user, API integrations, and the ability to customise the brand and look and feel of the interface.

Scaling

Independence of resources
As the solution is based on a private cloud, the expected usage and scaling are included in the design of the solution to allow for peak usage

Analytics

Service usage metrics
Yes
Metrics types
Service metrics are specific to each customer and reports are created for specific use cases.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Retarus and OpenText

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • 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 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
To ensure that data remains confidential, Retarus uses a security framework and an information security management system (ISMS) audited according to ISAE 3000 SOC2 Type II and certified in accordance with DIN EN ISO/IEC 27001:2017. Including all mentioned
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The solution has the ability to export the documents and metadata to CSV via running a search routine and selecting the documents to be exported. Workflows can also be configured to export documents automatically
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
99.997%
Approach to resilience
Our Solutions prioritise service resilience through a multi-layered approach:
Global Infrastructure: They maintain a geographically distributed network of data centers across the globe. This redundancy ensures service continuity even if one location experiences an outage.
Data Replication: Critical data is mirrored across geographically separate locations, minimizing the impact of localized disruptions.
Advanced Routing: Intelligent routing protocols automatically reroute traffic around any network congestion or outages, ensuring message delivery.
Security Measures: Robust firewalls, intrusion detection systems, and access controls safeguard your data throughout its transmission.
24/7 Monitoring: A dedicated team continuously monitors the Retarus infrastructure for potential issues, allowing for proactive intervention and quick resolution.
Disaster Recovery Plans: Comprehensive disaster recovery plans are in place to ensure rapid restoration of services in the event of a major incident.
Outage reporting
Email reports and a Status home page.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Each Konica Minolta employee that is granted administrative access to the solution is assigned a separate set of credentials from the Konica Minolta Corporate environment that is specific to the solution. Use of this account requires a username, password, and electronic token (multi-factor authentication). This account can NOT be used to access corporate systems, nor can the corporate account be used to access solution. This “disparate” access strategy is intended to provide strong authentication as well as limit the risk associated with potential security threats from one environment to the other.
Access restriction testing frequency
Less than once a year
Management access authentication
  • 2-factor authentication
  • 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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
26/11/2013 REISSUED 19/02/2024
What the ISO/IEC 27001 doesn’t cover
All relevant and applicable products, services and processes are covered. Our partner also has ISO/IEC 27001 accreditation covers all their infrastructure, security and Business processes.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Our partner was accredited by Security Metrics
PCI DSS accreditation date
Unknown
What the PCI DSS doesn’t cover
All relevant and applicable products, services and processes are covered.
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Common Criteria
  • ISO15408

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
Cyber Essentials and Common Criteria and ISO 15408
Information security policies and processes
Konica Minolta is committed to operating an effective Information Security Management System that will ensure information is protected from a loss of confidentiality, integrity and availability. Given this, our basic approach to information security is to continuously make improvements by measuring and assessing risks associated with important information assets and applying effective measures to mitigate those risks. To support this, we have identified key information security principles; and to ensure these key principles are met, we have established a set of information security objectives as part of our Integrated Business Management System which are monitored and reviewed regularly. This Policy covers Konica Minolta Business Solutions (UK) Ltd and all relevant subsidiaries, including all UK regional offices. It is applicable to all colleagues, visitors, suppliers, customers and contractors related to business activities, products or services. Compliance with the Information Security Policy is mandatory. All Leaders are directly responsible for implementing this policy and ensuring colleagues’ compliance within their Business Units and Shared Functions. In terms of the cloud-based platform, the system creates a full audit of all activities that occur on the platform. In addition to ongoing training and staff awareness, we monitor audit activity for signs of suspicious activity.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our suppliers employ development and test environments. Bugs, enhancements and new features are documented, considered and actioned. Changes are pushed onto the test platform and thoroughly tested to enusre capability and security before being considered for deployment to the production environment. They use a full featured code base management product for holding code, documenting and testing, which includes a ticketing system for tracking bugs/enhancements/feature requests from notification to completion.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vulnerability patches are made available as a matter of urgency, and we would anticipate a secure workaround or patch being made available within 8 working hours of being reported. We stay abreast of security threats by monitoring various news feeds and journals, both public and private sources.
Protective monitoring type
Undisclosed
Protective monitoring approach
As per our Service Definition document, incidents can be reported via email at techsupport@konicaminolta.co.uk, or by phone on 01962 835001. The Service Desk operates Monday to Friday, 09:00 to 17:00, and works within a 1 – 4 hour response time, depending on the severity of the call.
Incident management type
Undisclosed
Incident management approach
A user reports a tech issue (incident) to the service desk (email, phone, portal). The team categorizes it (e.g., critical system outage) and prioritizes based on urgency. They then diagnose and fix the issue, keeping a record of details throughout the process. Once resolved, the user confirms functionality, and the incident is closed with a documented record for future reference.

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 v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Other
Other public sector networks
Konica Minolta Cloud solutions are sold into many government establishments.

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As the need for data centres grows, so too do the resources required to manufacture, build, and run these facilities. Konica Minolta is committed to providing Cloud services that are as sustainable as possible and uses various data centre providers for its services to target this goal.
As an accredited Microsoft Cloud Solution Partner, we offer several Microsoft services which are hosted in Microsoft’s data centres - four of which are LEED Gold certified, with 74 other projects going through certification. By 2025, Microsoft expects to power its data centres with 100% new renewable energy generation that matches its electricity consumption on an annual basis. Microsoft has also pledged to put more water back into the environment than they consume as well as to produce zero waste for its direct operations by 2030.
Konica Minolta’s Cloud Print Solution Workplace Pure is hosted in the Open Telekom Cloud. With a 1.3 PUE (Power Usage Effectiveness) rating it requires 30 percent less energy than comparable data centres. The data centre is powered 100% by electricity from renewable energy sources.
In addition, Konica Minolta operates two of its own data centres in Hanover, Germany, and Stockholm, Sweden. From here it offers Infrastructure as a Service, a virtual IT infrastructure environment including a virtual network, virtual storage, and virtual server resources for customers. Both data centres operate with 100% renewable energy and are ISO 14001 certified.
At Konica Minolta, we've committed to becoming net zero in Scope 1, 2 and 3 by 2050. To help achieve this, in the UK we have published our carbon reduction plan for the last 3 years and are documenting a clear roadmap of how we get there. All employees undertake our Environment Essentials online training course annually.

Covid-19 recovery

At Konica Minolta delivering social value is a key part of our Environmental, Social, and Governance (ESG) strategy, which ensures that as a business and a team of people we are responsible to the wider communities we live and work in, as well as delivering our products and services to customers.
This commitment to people, places, and the environment is ingrained in Konica Minolta as a global business, but it is also vitally important at even the most local of levels. As well as supporting national causes, we have refocussed on a place-based approach to social value. This means understanding the most challenging issues and opportunities in the communities where our employees and customers are and collaborating with others to make the biggest impact and to support the recovery from Covid-19.
Since the pandemic, people’s needs have changed and as a business we have had to adapt to be more agile to support the needs of our employees, customers and suppliers. For example, our choice based working policy enables those with caring responsibilities to balance the requirements of life and work around the needs of our business.
Through our Social Impact Working Group we have established three charity partnerships across the UK to raise awareness and raise funds to support the vital work of our partners. This focus on local community partnerships has enabled us to ensure we are prioritising the needs of our local communities and supporting with the recovery

Tackling economic inequality

Apprenticeships are a fantastic way to build a CV that showcases that an individual has that all important experience in the modern working world. Meanwhile, for the employer the rewards of running an apprenticeship programme are many. It provides access to a rich and diverse talent pool of motivated people that want to learn and progress. This has never been more important, especially in sectors where skills shortages are impeding productivity.
At Konica Minolta our nationwide apprenticeship programme has been developed to attract people from different walks and stages of life, to provide them with opportunities to flourish and provide a clear career path that retains them within the business, as part of an ongoing programme of progression.
The programme includes Early Careers Business Professional apprenticeships designed for school and college leavers to kickstart their careers, develop skills and make an impact. It is complemented by an initiative for existing employees to develop their skills further in a specific area, or to transition into another part of the business, as well as a scheme for fulfilling junior level vacancies.
As a Top Employer, we want to ensure we go above and beyond the governments National Minimum Wage, with focus on ensuring our employees receive at least the Real Living Wage and enabling access to all for purchasing our top wellbeing benefits.

Equal opportunity

At Konica Minolta, we have a commitment to promote a culture of diversity, equity, and inclusion and have clear targets to achieve this by 2030. Equality and true inclusivity will help drive diverse perspectives, skills and ideas, leading ultimately to a more sustainable business and contributing to a more equal society.
Our aspiration is to be an Employer of Choice where individuality is understood, valued, and celebrated. We meet the varied needs of our employees, taking an intersectional approach and embrace diverse thoughts and opinions. We aspire to be a Partner of Choice, an ethical business that does the right thing. We work with our customers, suppliers, and partners to set clear expectations, share best practice and to look at ways to support each other to drive progress forward.
Our policies, programmes and initiatives support the delivery of our 2030 targets. We seek to continuously push ourselves further, with accreditations and commitments such as the Race at Work Charter and being a Disability Confident Committed organisation.

Wellbeing

As a Top Employer in the UK, supporting people’s wellbeing has never been so important. Since the pandemic, our people’s needs have changed. People are far more conscious of their wellbeing now, than ever before. The lockdowns gave people little choice by way of going out and socialising, but it did give time to reflect and focus on what is important – our overall health.
Through our Breathe Employee Resource Group (ERG) we enable our people to own their own holistic wellbeing, and to provide them with the tools and resources to do just that. Under 3 strategic pillars – Mental, Physical and Social Wellbeing, the ERG run awareness campaigns and engagement initiatives on specific wellbeing topics such as nutrition, healthy eating, mental health and financial support. They have an active community which provides a platform for anyone in the organisation to get involved, connect with initiatives and access resources.
All people leaders in our organisation have participated in mental health awareness training. This course gives our leaders the tools to be able to support our people at a foundation level and helps them spot the signs of struggle earlier. It also educates them on how to signpost to further support, whether that be through our employee assistance programme, or external professionals. Our policies, programmes and initiatives support our employees and their wellbeing including our choice-based working policy which enables a better life balance for our employees.
We work with our customers, suppliers, and partners to set clear expectations, share best practice and to look at ways to support each other to drive progress forward.

Pricing

Price
£0.03 a unit
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A full exploration of the service

Service documents

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 bidsandtenders@konicaminolta.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.