CFH Docmail Ltd

Docmail

Docmail is a cloud-based hybrid-mail-management system which allows users to arrange mailings of any size from any device with an internet connection. Docmail offers desktop print driver and web portal access. Data is transmitted via secure HTTPS connection for remote print and post fulfilment at our highly secure production facilities.

Features

• Remote access 24/7
• Instant access to real-time reporting
• Flexible postage options - DSA, standard, 1st class
• Highly secure data transfer - HTTPS
• Free-of-charge UK-based customer service helpdesk
• Department/cost centre/budgetary control
• Flexible - no minimum/maximum quantity obligations
• ISO 27001/9001/14001/Cyber Essentials Plus certified
• Remote fulfilment - no printing or hand enclosing of letters
• Flexible communication options - letter / e-delivery / SMS

Benefits

• Significant cost savings on traditional print and post methods
• Reduces administrative burden - letters remotely printed and posted
• Flexible communication options - letter / e-delivery / SMS
• Arrange mailings of any size with a few button clicks
• Access Docmail 24/7 from any device with an internet connection
• Achieve maximum postage discounts - DSA provider
• UK-based helpdesk support
• Access via web portal or desktop print driver
• API interface available to automate delivery of documents
• Postcard delivery app for mobiles

£0.88 a unit

• Free trial 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 tenders@cfh.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

471503267954094

Contact

Jon Marsh
01761416311
tenders@cfh.com

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: Through API use, Docmail can link to any business process that involves printing and posting. Alternatively, it can be used as a stand-alone service via the desktop print driver or website.
• Cloud deployment model: Private cloud
• Service constraints: Docmail is available 24/7 365 days of the year. System down-time/maintenance is occasional and always pre-planned, only taking place out-of-hours, typically at the weekends, when business usage is at a minimum. Users are always pre-notified of any such down-time via an email communication and alert warning flash when they log into our hybrid portals. ; ; Our standard up-time recorded in the last two years is 99.6% and 99.7%.; ; We have a converged platform of servers across our three production sites. This allows files to be transferred electronically to any of our sites, and printed immediately.
• System requirements:
  • Compatible with Windows 7-10, Android and iOS
  • Compatible with most file types including Word, .xls, .csv, PDF
  • Compatible with desktop virtualisation
  • Internet access or N3/HSCN connection required
  • Website supported by latest versions of web browsers
  • Print driver requires .NET framework 3.5

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Questions are responded to by our UK based customer service team. The team are available from 8.30am to 5.30pm Monday to Friday. In the vast majority of cases questions are responded to immediately.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We provide a field-based account manager to visit site and deliver training and support. ; ; Our UK-based Docmail customer service team are available 8.30am─5.30pm, Monday to Friday, and offer phone and email support. They also offer a remote log-in facility to help users set up orders. ; ; Our IT helpdesk is available 24 hours a day, thus providing out-of-hours support. The IT department is manned between the hours of 6.30 am and 9.30 pm, with call-out support outside these hours to maintain our infrastructure and ensure the uptime of our web service.; ; We also provide free of charge a full resource hub of help facilities which includes an extensive knowledge base centre on our Docmail website,; where users can search for answers to any queries they may have.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide full on-site or remote training. Training can take the form of one-to-one sessions, group sessions, and also ‘train the trainer’ sessions, whereby key personnel are trained up to a level where they can teach and assist other staff members. As Docmail is extremely intuitive and user-friendly training should take no longer than 1 hour per user.; ; We also provide a remote customer service helpdesk which is available 8.30 to 5.30pm, Monday to Friday. Our friendly team can provide assistance with setting up orders and also provide a remote log-in facility.; ; We will also provide free of charge a full resource hub of help facilities which includes an extensive knowledge base centre on our Docmail website, where users can search for answers to any queries they may have.; ; All training and support is provided completely free of charge.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Hard copy
  • Electronic
  • Video
• End-of-contract data extraction: The Docmail system does not store data beyond a 28-day period. Users upload data from their own systems and keep complete control of their templates at all times.; ; Users can choose to delete their account at any time, at which point the deletion process will commence. Docmail is not used as a storage facility for data, however generic templates can be stored within the library and downloaded or deleted by the user as required.
• End-of-contract process: Exiting from our standard Docmail service incurs no charges or fees. Any special requests with regards to the exiting process would be dealt with on a client-by-client basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Using the mobile app users can design and print postcards.; ; The desktop service can be deployed as a print driver or is accessible using a web browser.; ; When using the print driver, documents are managed via the user's own in-house systems and transmitted to CFH for printing.; ; When using the website, documents and mailing lists are uploaded for document merging and printing.; ; Docmail also has the capability to send digital documents via e-delivery to secure personalised inboxes.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Docmail e-delivery is a secure online document sharing and delivery portal designed to meet the Accessible Information Standard (AIS). Docmail e-delivery is available via a website and app and allows organisations to safely send documents and information to; their end recipients and also to establish whether the document has been delivered, opened, and downloaded. Once your end users have registered for a Docmail e-delivery account they will have an option to enable “accessibility” via their PC or smart phone. All documents that they receive through Docmail e-delivery will then be read out to them.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: To support the Accessible Information Standards our Hybrid Mail solution has a number of features that will facilitate accessible information being provided to clients. These include: • Large print letters – templates for these can be incorporated in the original; specification, or added later as necessary. • Secure e-delivery – by sending letters electronically to patients they are able to access information via their own computer that will have the necessary features to enable them to read it clearly. Customers can also; enable ‘accessibility’ on their devise and the document will be read to them • Braille – we have a long standing partnership with the Scottish Braille Press with whom we have worked for many year • CD – CFH is able to produce a CD or audio file of a document for patients who are unable to read information in a written format.
• API: Yes
• What users can and can't do using the API: The API provides the same Docmail functionality that is available through the web portal.; The API document can be found at https://www.cfhdocmail.com/API/index.html. Docmail's secure API (Application Programming Interface) allows you to send A4 letters, Postcards, Greeting Cards and Business Cards from a click of a button within client’s own computer systems. Docmail creates a hybrid of electronic and physical mail by transmitting an electronic document and mailing list to us, where we print and mail it as real post. The; Docmail API allows you to add a Hybrid Mail service right into your own systems and workflows. The API is a SOAP-based web-service allowing the creation, proofing and confirmation of orders for mailings, single letters, postcards and greeting cards.; Documents (PDF, RTF or Word files) are submitted as files or selected by name from your account. Address lists may be selected by name, submitted as a file (CSV, XLS, XLSX, Tab delimited, fixed length fields etc.) or added as individual addresses using the AddAddress call.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Many features of the Docmail service can be customised. We have provided some examples below (this list is not exhaustive):; ; Mailing preferences; Corporate hierarchy; Account access for users; Profiles for the print driver; ; How users can customise:; Customisation is controlled through the Docmail Admin portal.; ; Who can customise:; Permission is granted at user level.

Scaling

• Independence of resources: We constantly review and manage our overall capacity to ensure that we can cope with growing transactional volumes. We invest in new equipment as soon as we reach 80% utilisation in peak periods. We have recently invested in continuous colour digital printing equipment which significantly adds to our already substantial capacity; ; CFH has three UK-based sites. Each site runs independently; however, in the event that one site was unavailable the spare capacity at the two remaining sites is sufficient to manage production volumes on a short-term basis, bringing significant business continuity benefits.

Analytics

• Service usage metrics: Yes
• Metrics types: The Docmail web portal provides authorised users with 24/7 access to a comprehensive MI suite. Reports are self-served as and when needed, as this real-time system allows data to be viewed at all times. Data can also be downloaded in .xls format and scheduled delivery times can be set up for authorised email addresses to receive the reports of their choosing. Data can be filtered on a vast selection of criteria to suit requirements. Some report examples include:; ; • Number of processed documents – letters and attachments/inserts; • Number of first and second class delivered items; • Quality review findings
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can download their templates from the mailing library at any time. Proofs are available for download as a PDF prior to despatch. ; ; Real-time reporting information is downloadable in .csv format and is accessible to authorised users on a self-service basis 24/7.; ; Entire mailings can be downloaded as a .zip file and stored by the client for upload at a later date (for repeat mailings).
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word templates
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Printed document via print driver
  • Word
  • PDF
  • RTF
  • TXT
  • XLS

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Docmail sends all data over HTTPS connection which is encrypted by Transport Layer Security (TLS). HTTPS verifies the authenticity of the Docmail website and protects the privacy and integrity of all data that users send to us.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: CFH is ISO 27001 and DPA accredited. ; ; Data is logically separated on our servers from other users of the service. All data remains located in the UK on company-owned hardware. Customer data is never held on local drives or desktops. Confidential and sensitive data is encrypted as part of the automated backup function. Processing of files is automated and not visible to production personnel.; ; Docmail sits behind a double-skinned firewall. A DMZ provides a buffer to internal firewalls (anti-virus/anti-malware / Data Loss prevention / Intrusion Prevention) and the internal CFH network. We undergo regular internal and external penetration testing.

Availability and resilience

• Guaranteed availability: Docmail is available 24/7 365 days of the year. System down-time/maintenance is occasional and always pre-planned, only taking place out-of-hours (usually between midnight and 2am). Users are always pre-notified of any such down-time.
• Approach to resilience: Our service is designed to minimise single points of failure using clustering and micro services.; ; Software is penetration tested and all releases are SAT and UAT tested prior to release.; ; We operate from 3 UK-based sites (Slough, Radstock and Livingston). Our multi-site structure provides robust business continuity benefits to our clients. All 3 sites operate independently but spare capacity, mirrored functionality and full redundancy between sites ensures that printing will continue in the event of temporary operational downtime at any one site.; ; All of our sites have been designed and operate specifically for the purpose of high volume printing. We produced 550 million documents and mailed over 70 million envelopes in 2023. Our extensive print and enclosing capabilities enable us to seamlessly incorporate new commitments into our existing workload and allow us ample headroom to manage unexpected or short turnaround requirements.; We monitor utilisation and spare capacity and invest in new equipment as soon as we reach 80% utilisation in peak periods. In advance of equipment reaching end of lease, we will engage with equipment vendors to ensure a programme of continual upgrade in quality, efficiency and capability.
• Outage reporting: Email notifications are sent prior to any scheduled downtime.; ; Website, API and print driver provide notifications of service outage.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces (for example, for reporting/invoicing) with pre-defined user access controls can be set up for clients at implementation. These are password protected so that only authorised users can gain access. ; ; The Docmail support interface is only available internally at CFH Docmail Ltd. Helpdesk staff have individual user name and password protected logon access. Staff can only access the admin site from computers within our premises. They are not able to remotely log on from other locations, such as home.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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 have access to real-time 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: 16/12/2017
• What the ISO/IEC 27001 doesn’t cover: We are pleased to confirm that there are no exclusions to our 27001:2013 certification. Our certification includes all elements of the standard.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: C&CCC Standard 55 certificate

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 Plus
• Information security policies and processes: CFH is accredited to ISO 27001 Information Security Management System. Our procedures and policies are written and followed within the guidelines of this standard. ; ; CFH’s external certification/accreditation/licensing body is BSI. They carry out audits of our certifications twice per year. We also have a team of 10 BSI approved internal auditors who ensure that ISO standards are being maintained throughout the business. Our internal auditors conduct audits twice per year.; ; We have an internal Information Security policy and several Information Security Standard Operating Procedures (SOPs).; ; These standards provide a framework for managing information security to ensure that:;  Information is protected against unauthorised access/use;  Confidentiality of information is assured;  Integrity of information is maintained;  Regulatory and legislative requirements are met;  Breaches of Information Security are reported and investigated;  Standards are produced to support company policy;  Business requirements for the availability of information and information systems are met.; ; Managers are directly responsible for implementing the policy within their business areas, and for ensuring staff compliance.; ; Each employee is responsible for complying with the Information Security Policy which is accessible on the internal shared drive.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The components of our service are tracked through Accord (MIS) change management and our formal project management process. The software development life-cycle includes privacy by design (every time we change something we consider the privacy of people's data) at every stage of the process / business decision.; ; We segregate duties so that different people are responsible for different parts of a change. This ensures that several check points are incorporated into the change process and that adequate oversight is provided.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We perform monthly vulnerability checks against our services using leading industry best-practice tools. In addition we use SIEM monitoring to highlight potential issues. ; ; We assess threats according to their severity: critical, significant, minor, negligible and this dictates our response. For example, for critical threats a remediation plan must be available within 24 hours.; ; Threat information can come from a variety of sources. For example, vulnerability scanning, penetration testing, anti virus software, email alert and phone alert.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All audits are recorded in our SIEM solution. SIEM highlights potential compromises/issues.; ; Our response to potential compromises is governed by our internal Standard Operating Procedures - IT028 Cyber Security Event Management and IT034 Network Vulnerability Management ; ; The response time frame depends on severity:; Emergency - immediately; Critical - a remediation plan must be available within 24 hours; High - a remediation plan must be available within 72 hours; Medium - a remediation plan must be available within 1 week; Low - no immediate remediation plan is necessary but these vulnerabilities should be monitored at the next reporting date
• Incident management type: Supplier-defined controls
• Incident management approach: We have a pre-defined process for common events which is covered by our internal policies and SOPs - Information Technology Security Policy, IT028 Cyber Security Event Management, IT034 Network Vulnerability Management.; ; SOP IT028 Cyber Event Management has a Cyber Security Incident report form appended to it which users can use to report on and give details of incidents. The form includes an action log so that remedial activity can be recorded.; ; The incident report form is available to all staff on a shared internal drive. Incident reports are provided back to customers on a customer-by-customer basis.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We installed 400 kw solar panels across our entire roof at our head; office in 2014 and, in the summer, these can generate sufficient electricity to run the whole site. All additional energy we use, over and above what we can produce, comes from certified renewable sources. We have also installed LED lighting and motion sensors to reduce electrical usage.; ; We encourage low carbon travel and have 100% electric or hybrid company vehicles for our travelling staff, and a popular Cycle to; Work scheme. CFH measures our carbon footprint as part of; the Streamlined Energy and Carbon Reporting requirements. We are on our way to achieving Net Zero by 2050 and targetted reducing our carbon output by a further 25.75% in the next five years.; ; We have so far planted over 115,000 trees including trees in the Queens Green Canopy. We even have a woodland in our name.; ; We use vegetable-based inks when possible, reducing demand for; petroleum/ mineral oil-based products. We also hold Programme for the Endorsement of Forest Certification (PEFC) and Forest Stewardship Council (FSC) certificates of registration.; ; We are eliminating the use of single use plastic within our company. This includes using biodegradable wraps, not wrapping reels and not using single use plastic cups on site. CFH has developed a new paper wrap product that eliminates needing magazines/ periodicals; to be plastic wrapped, and actively encourage adoption by our relevant customers. We also promote the use of ‘closed faced; envelopes’ to our clients, which eliminates the use of single use plastics.

  Tackling economic inequality

  From apprenticeships, career development, training and personal investment we continuously work with our staff to support and develop their skills and abilities.; ; We understand social, local and economic change can’t just take place within CFH. That’s why we are dedicated in providing specialist training and support to local schools and individuals, to educate and provide career development on a wider basis.

  Equal opportunity

  We understand we need to ensure the communications we send are inclusive and resonate with each individual. So we include large print, braille, different language, accessibility features and translation; services in our solutions.

  Wellbeing

  Our staff’s wellbeing is actively supported, both mentally and; physically. Benefits include access to: Nutritional consultants; 1-2-1; lifestyle coaching; 24/7 GP consultation; 24/7 confidential helpline; medical second opinions; mental health support; financial and legal support; savings and discounts; wellbeing resources and workshops;; personal training sessions. We also run regular yoga sessions; provide an on-site gym; provide a nurse on site on specific days each year for a free physical health check; and allow staff to undertake volunteering hours to support healthcare related charities.

Pricing

• Price: £0.88 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: All users get free credit to try our system. This can range from £1 to £100 depending on the test or pilot scheme required. ; There is no time limit to use the test credit.
• Link to free trial: https://www.cfhdocmail.com/live/signupnew.aspx?VM=Everyone

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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