EBO.AI (UK) LTD

Intelligent Patient Portal (PEP)

The service provides an AI powered, NHS aligned patient portal that automates appointment management, waiting list validation, assessments & letters. It improves access, reduces administrative burden, strengthens inclusion and supports NHS App/Login journeys through intelligent two way engagement fully integrated with EPR/PAS/EMR to enhance productivity, safety and patient experience.

Features

• AI powered two-way PEP across appointments, assessments & communications.
• Real-time integration capability with PAS/EPR systems using API/FHIR
• NHS-App journeys supporting NHS-login, onboarding and digital channel shift.
• Dynamic assessments within accessible conversational-pathways.
• Behavioural-science driven nudges improving response rates and reducing DNAs significantly.
• Inclusive multilingual access supporting low-literacy patients across all communication channels.
• Real-time reporting dashboards showing engagement, outcomes, efficiency and operational gains.
• Agentic-AI actions enabling safe updates, booking changes and task execution.
• Cloud hosted, secure, ISO27001 compliant environment with UK data residency.
• Optional waiting list validation with structured responses

Benefits

• Reduce administrative workload by automating high volume patient interactions safely.
• Increase patient engagement through intuitive conversational pathways that support action.
• Improve clinic efficiency by reducing DNAs and enhancing appointment readiness.
• Strengthen digital inclusion by offering multilingual access across patient channels.
• horten waiting times by enabling validation and structured patient responses.
• Enhance staff capacity by diverting routine tasks into automated workflows.
• Support better clinical decisions through complete assessments captured before appointments.
• Improve patient-experience through accessible communication designed with empathy throughout.
• Provide real time insights enabling ongoing optimisation of patient engagement.
• Drive digital channel shift with seamless self service for tasks.

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@ebo.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

451888338142019

Contact

Dr. Gege Gatt
(+44) 0203 916 0018
hello@ebo.ai

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
• 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: EBO's IPP (PEP) solution extends and enhances existing PAS/EPR/EMRs such as RIO, Cerner, EMIS, EPIC, TPP SystmOne, Dedalus, Epic, Nervecentre, Altera and others. The IPP also extends the NHS App itself. It augments traditional portals by adding intelligent automation, behavioural engagement and real time two way communication.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The service operates within a secure, cloud-based environment and follows planned maintenance windows agreed in advance with NHS organisations. Service availability remains high, though brief overnight maintenance may occur for updates. Performance depends on stable connectivity with Trust PAS/EPR and messaging systems. The service supports all modern devices and major browsers, but very outdated hardware or unsupported browser versions may limit functionality. Integrations must follow NHS interoperability standards to ensure safe operation. Data residency, security controls and access models remain governed by NHS information governance requirements.
• System requirements:
  • Stable internet supporting secure encrypted communication with cloud services.
  • PAS/EPR supporting API, HL7 or FHIR based integration.
  • SMS provider connection for digital outreach and notifications.
  • Trust-approved identity and access controls for staff using management console.

User support

• Email or online ticketing support: Yes
• Support response times: We provide responsive email and ticketing support with clear, NHS aligned service levels. All enquiries are triaged immediately and assigned to the appropriate technical or clinical specialist. In most standard SLAs, response times are within one working hour for high priority issues and within four working hours for routine requests. Weekend and bank holiday cover continues, with time-bands adjusted to meet budget criteria. Our support operates within a fully audited environment, ensuring secure handling of all information and consistent updates until resolution.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have carried out structured testing of our conversational web chat with assistive technology users across multiple NHS deployments.
• Onsite support: Yes, at extra cost
• Support levels: We provide structured, ITIL-aligned support with three tiers of service, all included within our IPP/PEP licence. Support is delivered through a single point of contact help desk, backed by second line technical specialists and clinical safety leads where required.; ; Standard Support: Email and ticketing support during business hours for routine queries, configuration questions and low priority issues. Response and resolution follow the SLA severity matrix.; ; Enhanced Support: Second line technical support for integration, interoperability, performance issues and configuration changes. This includes access to cloud engineers managing UK based Azure hosting, backups and resilience.; ; Critical Support: Rapid response to high severity incidents affecting availability, safety, or core functionality. Issues are triaged immediately, escalated to senior engineers, and managed under ITIL major incident processes.; ; All support levels include:; • A named Customer Success Manager to oversee adoption, reporting and continuous optimisation.; •Access to a technical account manager for hosting, application resilience and security matters.; •Regular governance meetings with service performance review, incident analysis and improvement planning.; ; Costs: All support levels, including incident management, maintenance, monitoring and CSM-led governance, are included within the licence and hosting fees specified in the Call Off Contract. No additional charges apply unless extra professional-services are contracted.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We provide a structured, NHS aligned onboarding process to ensure buyers and their teams can begin using the service quickly, safely and confidently. Every implementation includes a mobilisation phase, during which we deliver role based training, configuration workshops and guided walkthroughs of patient and staff journeys. Training is delivered online as standard, with optional onsite sessions where Trusts prefer face to face support.; ; We provide comprehensive user documentation, including quick start guides, configuration manuals, accessibility guidance, clinical safety notes and patient communications templates. Trust staff also receive workflow specific instructions for appointment management, assessments, messaging and reporting dashboards.; ; A named Customer Success Manager and clinical consultant support onboarding from day one, helping teams prioritise functions, set up local pathways, prepare communication plans and complete UAT. Post go live, we offer drop in support clinics, optimisation reviews and refresher training to build confidence and sustain adoption.; ; Patients receive simple, inclusive onboarding messages explaining how to use the portal, available in multiple languages and formats. This ensures immediate engagement and reduces burden on frontline teams.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At contract end, users retain full ownership of all data and can extract it in a secure, standards based format. We provide a structured offboarding process that enables Trusts to download all patient interaction logs and reporting data through agreed extraction methods. Data can be exported veto machine readable compliant formats depending on Trust preference.; ; EBO supports the Trust in mapping fields, validating completeness and ensuring that all clinical and operational data required for continuity of care is transferred safely into the Trust’s chosen systems. No proprietary formats or lock in mechanisms are used, ensuring full portability.; ; Once the Trust has confirmed receipt and successful ingestion of the data, EBO securely removes remaining copies in line with NHS data retention policies and documented destruction procedures.
• End-of-contract process: At contract end, EBO provides a structured. supported offboarding process to ensure continuity of care, safe data transfer, and minimal operational disruption. All and any data held within the Intelligent Patient Portal remains the property of the Trust, and EBO enables full extraction in secure, standards-based formats. Trusts may request a one-off export or a series of staged extractions to support migration into another system. EBO assists with field mapping, validation checks, and secure transmission, ensuring that all assessment data, appointment activity, correspondence history, user configuration, and engagement logs are transferred accurately.; ; During the offboarding period, the Trust continues to receive standard support, including access to a named Customer Success Manager, technical specialists, and governance oversight. Decommissioning of integrations (API endpoints, NHS Login, NHS App surfacing, hybrid mail connections etc.) is coordinated with Trust IT, following documented change control and clinical safety procedures. Once the Trust confirms successful receipt of all required data, EBO follows its ISO27001-aligned data destruction protocol, ensuring secure removal of residual data from production and backup environments.; ; The offboarding process, data extraction, and decommissioning support are included in the contract price. Additional professional services, such as bespoke data restructuring or extended parallel-running, are available at extra-cost.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service offers the same core functionality on mobile and desktop, with no reduction in patient journeys, accessibility features or integration capabilities. The mobile experience is optimised for smaller screens, touch input and faster navigation, ensuring quick completion of tasks such as confirmations, assessments and onboarding. Desktop views provide expanded layouts suited to longer forms, detailed information and administrative dashboards for staff. Both provide consistent two way messaging, multilingual access and NHS Login. The service automatically adapts to screen size, input method and device capabilities, ensuring an inclusive, responsive experience regardless of platform.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Yes. The service includes a fully featured web based interface for patients and a secure administrative console for staff. The patient interface delivers accessible conversational pathways, assessments, appointment views and NHS App linked journeys. The staff interface provides configuration tools, reporting dashboards, workflow controls and audit features, all accessible through modern browsers without additional software.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have undertaken structured accessibility and interface testing across multiple NHS deployments to ensure the service is fully usable by patients relying on assistive technologies. Testing was conducted with users of screen readers (JAWS, NVDA, VoiceOver), magnification tools, high contrast modes, and keyboard-only navigation to validate compatibility, correct labelling, predictable focus order, and clear conversational pacing. Sessions also included users with cognitive and literacy challenges to assess readability, comprehension, and Dynamic Literacy Assessment behaviour.; ; Testing covered mobile and desktop devices to ensure consistency across touch and keyboard input. Feedback from individuals with visual, auditory, motor, and neurodiverse needs informed improvements such as simplified navigation, enhanced semantic markup, clearer error handling, and adaptive message formatting.; ; The platform’s conversational design was also tested with voice-first users and those preferring audio output, ensuring full compatibility with screen readers and alternative input methods. Each major release undergoes a third-party accessibility assessment to confirm continued alignment with WCAG 2.2 AA standards and NHS Digital Service Manual expectations.
• API: Yes
• What users can and can't do using the API: Our API enables NHS organisations to integrate the Intelligent Patient Portal with their existing PAS, EPR and messaging systems in a secure, standards based way. The solution can be set-up via authenticated API connections to allow the portal to retrieve appointment data, update records, retrieve documents and send notifications and write back structured assessment responses. Configuration endpoints are EPR-dependant and can support registration of services, specialties, message templates and patient-facing workflows.; ; Through such API, Trusts can trigger outbound communications, update appointment status, submit assessment results, retrieve engagement data/documents and manage patient specific interactions in real time. The API follows an API first design using FHIR, HL7 and REST conventions to ensure interoperability.; ; There are controlled limitations for safety and governance. Users cannot alter core conversational logic, create unvalidated clinical questions, or bypass workflow safeguards, as these must be clinically assured. Structural changes that impact identity management, NHS Login, channel routing or clinical risk logic require EBO approval and quality checks. Users cannot access or modify underlying AI models or internal audit logs.; ; The API is designed to provide flexibility while ensuring patient safety, data integrity and alignment with NHS information governance, enabling extensibility without exposing high risk system functions.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can configure a wide range of elements to ensure the service aligns with local clinical pathways, operational workflows and patient communication needs. Trusts can, through EBO's guidance, configure appointment workflows, assessment forms, messages, tone of voice, service-specific logic, languages offered, accessibility settings, and how content appears within the patient interface. They can also customise escalation rules, governance preferences and reporting dashboards.; ; Customisation is carried out through the secure administrative console, where authorised users can adjust templates, configure pathways, edit content, enable modules and manage patient facing journeys without coding. More advanced customisation, such as new assessment structures or integration changes, is delivered with support from EBO’s configuration specialists to ensure clinical safety and governance alignment.; ; Clinical configuration or changes affecting risk, safeguarding or regulated content require oversight from clinical safety officers and EBO’s implementation team. This model ensures flexibility while maintaining DTAC, DCB0129 and information governance compliance.

Scaling

• Independence of resources: We guarantee service independence through a combination of technical isolation, resource scaling, and NHS grade cloud governance. Each Trust operates within a logically isolated tenant on UK based Azure infrastructure, ensuring that performance, data, and workflows cannot be affected by activity from other organisations. Capacity is dynamically auto scaled with client-permission, increasing automatically during peak demand to maintain consistent response times. Core services run on containerised microservices, preventing contention between workloads. ; ; Continuous monitoring and automated alerting ensure issues are resolved before impact. This architecture provides predictable, stable performance regardless of how other users consume the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide detailed, real time service usage metrics through a secure reporting dashboard. Metrics include patient interactions, conversation volumes, authentication success, appointment event completion, form and assessment completion, document access, communication delivery rates, digital inclusion indicators, and patient satisfaction scores. Operational metrics such as DNA reduction, staff time saved, channel utilisation, and adoption by service line are also available. All data is exportable for Trust BI systems.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

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: United Kingdom
• User control over data storage and processing locations: No
• 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:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data through several secure, NHS compliant methods. The solution supports full data extraction via CSV download, secure API endpoints, or FHIR based export for structured content. Trusts can request single exports or scheduled batches. EBO validates completeness and transfers files through encrypted channels agreed with the Trust. No proprietary formats are used, ensuring easy ingestion into PAS, EPR or BI systems. All exports follow ISO27001 and DSPT controls to guarantee security, integrity and auditability.; ; End-users can perform exports of data-logs through PDFs or TXT files.
• Data export formats:
  • CSV
  • Other
• Other data export formats: TXT
• Data import formats: CSV

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: We guarantee high availability through a cloud based, auto scaling architecture hosted in UK Azure regions. The service is designed to deliver 99.9% uptime as standard, excluding planned maintenance windows agreed in advance with the Trust. Core components run on redundant, containerised microservices to maintain continuity during peak demand or component failure.; ; Our SLA defines availability across the full patient facing service, administrative console, and API integrations. Service performance is continuously monitored, with automated alerting and rapid escalation to our engineering teams for any degradation.; ; If availability drops below the guaranteed level, buyers are entitled to service credits, calculated as a percentage of the monthly fee aligned to the duration and severity of downtime. Credits are applied to future invoices. The process is managed through the individual agreement that is put in place between EBO and the Trust; ; This model ensures NHS organisations receive predictable, reliable access to critical patient engagement functions while maintaining the governance and operational assurance expected of a clinical grade system.
• Approach to resilience: Our service is built on a resilient, NHS grade architecture designed to ensure continuity, stability and fault tolerance across all patient and staff facing functions. It is hosted within UK based Microsoft Azure datacentres, which provide multi layer physical and logical resilience, including redundant power, networking, cooling, and security controls certified to ISO27001, CSA CCM and SSAE 18 standards.; ; The application stack uses containerised microservices. This ensures that if any component or zone experiences disruption, traffic is automatically routed to healthy instances with no impact on users. Auto scaling - when agreed with Trust - manages demand surges, maintaining consistent performance during peak activity such as campaign messaging or assessment releases.; ; Databases and storage are backed-up with planned failover, integrity checking and point in time recovery. All traffic between components is encrypted, monitored and subject to real time health checks. Continuous observability tools provide early warning of degradation, enabling proactive intervention by our engineering team.; ; Backups are encrypted, performed daily, and stored in geographically redundant locations within the UK. Disaster recovery plans, including environment rebuild and priority restoration runbooks, are tested regularly.; ; More detailed technical information on Azure’s resilience architecture is available on request for NHS security review.
• Outage reporting: We provide clear, timely reporting of any outages via email to ensure NHS teams remain fully informed. All service components are continuously monitored, and any disruption triggers automatic alerts to our engineering teams.; ; We notify affected buyers through email alerts, detailing the nature of the issue, affected functions, expected resolution times and ongoing updates until closure. ; ; This approach ensures transparent communication and supports NHS operational resilience.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is strictly controlled through enforced MFA, role based access control and least privilege principles. Administrative consoles are accessible only to authorised EBO staff and approved Trust users within defined roles. All access is authenticated through Azure Active Directory with conditional access policies.; ; Support channels are segregated so only vetted support engineers can view technical logs. All sessions, permissions and access attempts are monitored for security and compliance.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

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 contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: We operate a comprehensive ISO/IEC 27001:2013 certified Information Security Management System (ISMS) governing all aspects of the Intelligent Patient Portal/PEP. Our security framework is defined in the Information Security Manual (v1.4) and Information Security Policy (v1.3), supported by the Statement of Applicability, Risk Methodology, Business Continuity Plan and incident management procedures.; ; Strategic oversight is provided by the CTO, acting as the designated Information Security Management Representative, with accountability extending through engineering, clinical safety, and operational teams. Policies cover encryption, access control, SDLC security, incident management, logging, monitoring, endpoint protection, supplier due diligence, onboarding/termination controls, and privacy governance under GDPR.; ; Compliance is assured through mandatory annual staff training, internal audits, external certification audits, vulnerability testing, and penetration testing. Real time monitoring is delivered via independent tools. All infrastructure is hosted in UK sovereign Azure regions, benefiting from independently audited physical and logical controls.; ; Incidents are logged, classified, escalated, and resolved under ISO27001 Clause A.16 with root cause analysis completed within five working days. Business continuity and disaster recovery are tested annually and broadly aligned to ISO22301.; ; This structured governance ensures consistent enforcement, oversight, and assurance across all NHS deployments.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a structured, ISO27001 aligned configuration and change management process. All components of the service, including code, infrastructure, integrations and configuration items, are tracked throughout their lifecycle in a central CMDB and version controlled repositories. Changes follow a documented workflow covering request, assessment, approval, implementation and review.; ; Every change is security assessed using our Risk Methodology and ISO controls, evaluating potential impact on confidentiality, integrity, availability and clinical safety. High risk changes undergo formal security review, penetration testing or clinical safety sign off (DCB0129). All deployments use controlled CI/CD pipelines with automated security scans and audit trails.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We operate an ISO27001 aligned vulnerability management process supported by external tools and automated CI/CD security scanning. Potential threats are assessed continuously through real time monitoring, vulnerability scanning, dependency analysis, and review of threat intelligence feeds from Microsoft Security Centre, NCSC advisories, CVE databases and industry alerts.; ; Critical vulnerabilities are triaged immediately and patched within 24 hours. High severity items are typically resolved within 72 hours, with medium and low severity issues tracked and addressed through scheduled releases. All patches follow controlled change management, security testing and audit logging to ensure safe deployment across our UK based environments.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use continuous protective monitoring across all environments through Azure Sentinel and Application Insights. Potential compromises are identified through real-time intrusion alerts, and log correlation.; ; When a potential compromise is detected, incidents are immediately triaged under our ISO27001 A.16 process, escalated to the security team, and contained using an isolation principle, credential invalidation or service throttling. Root cause analysis follows within five working days.; ; Critical incidents receive a response within one hour, with high severity issues addressed within four working hours. All events are fully logged, reviewed and reported to affected NHS organisations.
• 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: We follow an ISO27001-aligned incident management process with predefined procedures for common events such as service disruption, security alerts, data handling issues and integration failures. All incidents are logged, classified and escalated through our central service desk. Users can report incidents via email, ticketing portal or through their Customer Success Manager.; ; Incidents are triaged immediately, investigated by engineering or security leads, and managed through to resolution with continuous communication. Formal incident reports, including root cause analysis, impact assessment and corrective actions, are provided to affected NHS organisations within agreed timeframes, typically within five working days for significant events.
• 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: Yes
• Connected networks: Other
• Other public sector networks:
  • Welsh Patient Admission System (WPAS)
  • NHS APP
  • NHS Login

Pricing

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

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

• Less than £250,000: 2.5%
• Between £250,000 and £500,000: 3.5%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 4.5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 6%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BUREAU VERITAS
• ISO/IEC 27001 accreditation date: Thursday 2 October 2025
• What the ISO/IEC 27001 doesn’t cover: No exclusions.; All Design, development, provision and support of Al solutions for automated engagement is in scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 050b337e-22d1-4fdb-83db-94686420d794
• Other security certifications: Yes
• Any other security certifications: NHS Digital Data Security and Protection Toolkit 2024-25 (version 7)

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
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk

  • 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

  • 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
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • 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
    • 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
    • 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)
    • 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 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
    • Understanding of issues relating to entering the contract workforce

  • 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 hello@ebo.ai. Tell them what format you need. It will help if you say what assistive technology you use.