RENOVOTEC LTD

Customer Journey and Appointment Management System

QMatic is a comprehensive customer journey and queue management platform used across industries such as healthcare, finance, retail, and the public sector. Its core purpose is to streamline how customers move through physical or digital service environments—reducing wait times, improving operational efficiency, and enhancing overall experience.

Features

• Customer Journey Management
• Appointment Management
• Media Content Management
• Staff Performance Metrics
• Customer Service Metrics
• Queue Management
• Real Time Reporting and Alerts
• Customer Feedback
• Integration and Eco System Support
• Live and Historic Business Intelligence

Benefits

• Balance service demands to available resources
• Improve customer engagement
• Reduce operational costs
• Improve customer satisfaction
• Reduce perceived and real waiting times

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

Framework

G-Cloud 15

Service ID

443153374376503

Contact

Paul Clamp
07711 195393
pclamp@renovotec.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None outside of normal support arrangements.
• System requirements: Internet Connectivity and modern version of browser

User support

• Email or online ticketing support: Yes
• Support response times: Our response time target is 2 hours within working hours of 09:00 to 17:00 Monday to Friday
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We only offer one level of cover, you will have a dedicated account manager and solutions consultant assigned to you who you can contact directly.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a fully comprehensive implementation package which includes:-; - Consultation on system design; - Virtual hosting and familiarisation; - UAT and Implementation; - Administrative training; - Fully inclusive project management throughout delivery; - Post implementation review; - Comprehensive online help function; - Dedicated account management; - Support Desk
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be extracted directly from the application by admin users or can be delivered as a json extract / csv files via a secure method on request at no charge.
• End-of-contract process: The contract ceases and all data is permanently deleted from all supplier environments 30 days after termination unless customer has requested data transfer.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are certain interfaces that are fine tuned to work on mobile devices.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: We have a API Gateway that allows other systems to use API's detailed in the SDK to be used.; ; Also there are administration interfaces that system admin staff can use to administer the appointment configuration and other settings. This is locked down to only a specific user role.
• Accessibility standards: None or don’t know
• Description of accessibility: Users with admin access can adjust appointment configuration, notifications, run reports, adjust personal data retention periods, and much more.; ; Users cannot run queries against the database.
• Accessibility testing: We personally have not completed any testing in this area as we have not been asked by any existing client. It maybe that other Qmatic clients in other countries have done and if we could have specific details we could investigate this for you.
• API: Yes
• What users can and can't do using the API: Our solution has full API support, all functions are available and documented in our SDK.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Online booking pages can be customised, depending on what needs changing this can either be done by users or will need to be done by ourselves for you. Wording on email/sms notifications can be changed by users.

Scaling

• Independence of resources: Each customer environment is individually resourced and we make use of AWS elastic resourcing to ensure that demand does not exceed resource availability.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully comprehensive metrics on Customer waiting, footfall, waiting time, serving time, appointment demand, appointment no show, failed bookings, NTU's, staff performance, ticket reports, desk usage, outcomes, casual caller footfall, in all we have over 60 configurable templates which are available.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: QMatic

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Data drives on servers holding customer data use full disk, industry-standard AES-256 encryption at rest.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Data can be exported using our data connect tool to other business intelligence or analytic tools using an OData connection, this is data does not hold any personal data.; ; Customer personal data can be exported using the personal data module which exports in a JSON format.; ; Both options are role based meaning usually only available to admin staff.
• Data export formats: Other
• Other data export formats:
  • JSON
  • OData
• Data import formats: Other

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 99.5% Standard ; 99.95% If High availability chosen
• Approach to resilience: Available on request
• Outage reporting: Email alerts

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: We use a role based access system which allows us to define different levels of access based on business needs.
• 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: Less than 1 month

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: We have a fully documented ISMS for both Renovotec and Qmatic(the primary product) redacted version are available on request. We also have full documentation for review on all aspects of the security and management of the application as well as allowing access to our entries on Risk Ledger for prospective clients. Both Organisations are ISO 27001 accredited
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Management is overseen by the Project Manager during the implementation phase, and subsequently managed through the support team’s ticketing system once the solution is in BAU.; ; The system itself is highly configurable through administrative user interfaces, and many clients choose to manage changes internally using their own change‑management processes.; All requested changes undergo assessment for feasibility, system performance impact, and security considerations. We then advise the client of any identified risks or implications before proceeding with any modification.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Information on emerging threats come from several sources including industry media, best practice groups, risk ledger, and consultants.; ; Qmatic security team performs automated and manual application security testing and works with third-party specialists on a regular basis to identify and patch potential security vulnerabilities and bugs. This is on top of information from our automated test procedures and independent pen tests.; ; High-severity items are documented, tracked, and resolved by assigned developers. ; ; All security development is overseen by the security steering group which includes board level review.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring follows the NCSC guidance and includes:-; - Automated logging throughout the application which includes user activity, network, system and application level tracking.; - Realtime alerts using both AWS and inhouse tools such as CloudWatch, Prometheus etc. with tailored threshold and abnormal activity detection.; - Human review. Qmatic use a set of dashboards and daily checklists to review system health and integrity followed up with regular audits.; ; -
• Incident management type: Supplier-defined controls
• Incident management approach: We have a clearly defined incident management policy which includes the response process which is embedded in our employee training process.; ; Users may report incidents to our helpdesk, support line or account management.; ; All incident report documentation is reviewed by board level management to identify any reporting requirements e.g. ICO Et al as well as identifying any procedural improvements required.
• 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: Yes
• Connected networks: Public Services Network (PSN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 20%
• Between £500,001 and £1,000,000: 20%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Thursday 7 December 2023
• What the ISO/IEC 27001 doesn’t cover: Please note this is the ISO 27001 Certificate for the supply of service which is via Qmatic that covers "Development, manufacturing, marketing, sales, installation and service of systems for queue management and customer journey technology and insight in accordance with the Statement of applicability version 5." Renovotec are separately undergoing accreditation via Citation ISO Certification to cover first line support and Renovotec's ISMS.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Ltd
• ISO 9001 accreditation date: Thursday 15 January 2026
• What the ISO 9001 doesn’t cover: NA - Covered is :The provision of tailored technologysolutions, including Identification and Data Capture (AIDC) technologysolutions and related services for the public, private and commercial sectors
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 19fd009f-e4a5-4a47-8da8-edbeb31ebadc
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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

    • 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
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the 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

  • 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

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