NETPREMACY LIMITED

Cloudset for Zendesk

Cloudset provides "Agent Navigation" solutions for Zendesk, designed to guide agents through complex, regulated workflows. Their core products—Flowset (process mapping), Formset (dynamic forms), and Performset (enhanced SLAs)—ensure compliance and precision in multi-step journeys like KYC and onboarding, offering structured, auditable guidance where AI suggestions fall short.

Features

• Interactive Journey Maps: Visual paths guiding agents through complex workflows
• Contextual Forms: Adaptive forms revealing required fields based on context
• Granular Custom SLAs: Precision metrics with real-time monitoring and alerting
• Embedded Zendesk Integration: Native tools built directly into existing Zendesk
• Automated Identity Verification: Integrated KYC checkpoints ensuring compliant customer onboarding
• Multi-Step Onboarding Navigation: Structured provisioning workflows for consistent employee setup
• Detailed Audit Trails: Verifiable records documenting every step for compliance
• Real-Time Performance Reporting: Instant insights into agent activity and adherence
• SOC 2 Type II: Security certification ensuring robust data protection
• AES-256 Encryption: Secure data protection during transmission and at rest

Benefits

• Model complex workflows visually to eliminate process ambiguity and errors
• Navigate agents through every task using interactive, clearly marked maps
• Adapt forms dynamically to reveal only the required fields
• Enforce mandatory field compliance
• Track advanced SLAs and OLAs to guarantee service levels
• Automate ticket branching and approvals to speed up resolution times
• Simplify agent onboarding with embedded, narrated guidance within the ticket
• Reduce handling time by streamlining ticket triaging and complex escalation
• Analyse team performance in realtime with live, actionable operational dashboards
• Update working practices quickly using flexible, no-code configuration engine

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

Framework

G-Cloud 15

Service ID

491724549714742

Contact

Andrew Eden
0113 366 2008
aeden@netpremacy.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Zendesk
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • An active Zendesk Support subscription is required to install apps
  • A stable broadband connection with speeds above 5mb
  • Your browser must have JavaScript enabled
  • Browser cookies must be enabled to maintain secure sessions
  • Security protocols require TLS version 1.2 or higher
  • Compatible with latest versions of Windows & macOS
  • OAuth authentication is necessary to grant apps required API access
  • Service licensing typically matches your existing Zendesk agent seat count
  • Onboarding consulting is mandatory for initial setup of Performset services

User support

• Email or online ticketing support: Yes
• Support response times: Cloudset provides extensive self-service help inside the solution and on its website. Additional business hours support (9am - 5pm Monday to Friday) is also provided.
• 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: Yes, at extra cost
• Support levels: CloudSet offers two primary support tiers designed to assist customers with their Zendesk extensions and workflow configurations: Standard Support and Premium Support.; ; Standard Support is included with all active paid subscriptions. This level provides access to the global support portal, product documentation, and technical assistance for troubleshooting and bug reporting. Support is handled by Cloud Support Engineers via a ticketing system during standard business hours.; ; Premium Support is an optional service for enterprise clients requiring higher availability. It includes prioritized response times (SLAs), extended support hours, and assistance with complex configuration scenarios.; ; Costs:; ; Standard Support: Included at no additional cost in the license fee.; ; Premium Support: Priced as an add-on, typically calculated as a percentage of the total subscription fee or a fixed annual retainer, depending on the scope of the agreement.; ; Personnel: CloudSet provides a dedicated Technical Account Manager (TAM) or Customer Success Manager (CSM) specifically for Premium Support customers. While Standard users interact with the general engineering pool, Premium clients receive a designated point of contact for proactive health checks, architectural guidance, and strategic roadmap alignment.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Cloudset helps users start using its service through a combination of self-service resources and professional guidance:; ; Online Training and Videos: The Cloudset Help Center provides "Getting Started" collections featuring videos designed to walk customers through initial setup and configuration, particularly for their Flowset product.; ; User Documentation: A comprehensive Knowledge Base offers detailed articles and user guides for all core products (Flowset, Formset, and Performset), covering configuration aspects and best practices.; ; Consulting-Led Onboarding: For more complex solutions like Performset, Cloudset requires consulting-led onboarding to ensure proper alignment with business metrics. They also offer a "Focused Navigation Implementation" (Pilot) where their team handles the technical setup while the user defines the process paths.; ; Assessments and Demos: Users can request complimentary "Navigation Assessments" to identify workflow gaps and book interactive demos to see the products in action before implementation.; ; Ongoing Support: All plans include access to a dedicated support portal via Zendesk. Higher-tier plans (Growth and Enterprise) also include "Customer Success" services for deeper engagement and optimization.; ; While specific "onsite" training isn't prominently advertised as a standard option, their "Consulting Services" terms suggest tailored professional support is available during implementation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Based on CloudSET's official policies, users can extract or manage their data upon contract termination through the following methods:; ; Contact Support: According to CloudSET’s Security Policy, users can request the removal or extraction of usage data by contacting their support team directly. This is the primary manual method for ensuring all data is returned or handled according to the user's needs.; ; 90-Day Retention Window: CloudSET typically retains user data for a period of 90 days after a trial or contract ends. After this grace period, all data is completely removed from their dashboards and servers. Users should ensure they initiate any extraction requests within this timeframe.; ; GDPR Data Portability: CloudSET is GDPR compliant, which grants users the right to data portability. This means they are obligated to provide personal and usage data in a structured, commonly used, and machine-readable format upon request.; ; Built-in Export Tools: Certain CloudSET applications (like Formset or Performset) include features to export specific configurations, rules, and solution components directly from the interface.; ; Zendesk Integration: Because CloudSET apps operate within the Zendesk ecosystem, much of the core ticket data remains within the user's Zendesk account and can be exported using standard Zendesk API or export tools.
• End-of-contract process: Cloudset operates on a subscription model. At the end of the contract, if the subscription is not renewed, access to the Cloudset apps and their specific functionalities within your Zendesk environment is deactivated. While your native Zendesk data remains intact, the automated workflows, conditional logic, and UI enhancements provided by Cloudset will stop functioning. It is recommended to document or revert configurations before the term ends.; ; Included in the Price:; ; App Licenses: Access to the specific Cloudset apps purchased (e.g., Conditionality, Calculations).; ; Maintenance: Regular software updates and bug fixes.; ; Standard Support: Technical assistance for troubleshooting and basic queries.; ; Usage Limits: A defined volume of agents or transactions as per the selected tier.; ; Additional Costs:; ; Professional Services: Hands-on implementation, configuration assistance, or customized training sessions.; ; Custom Development: Bespoke features or unique integrations tailored to your specific business needs.; ; Managed Services: Ongoing administrative support where Cloudset experts manage the tools for you.; ; Overages: Fees incurred if you exceed the agent counts or usage limits specified in your plan.; ; Additional Apps: Adding new tools from the Cloudset suite not included in the initial agreement.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Cloudset's API capabilities are primarily focused on integrating with the Zendesk platform to extend its functionality through apps like Flowset, Formset, and Performset.; ; Service Setup; Users set up Cloudset by installing apps from the Zendesk Marketplace, which initiates a secure OAuth authentication request. This provides the Cloudset Framework with the necessary API access to read and write configuration data directly to the customer’s Zendesk instance.; ; Making Changes; Users make functional changes (e.g., designing workflows or defining SLA rules) through embedded no-code configuration tools. These visual designers use the Zendesk API to automatically provision necessary components like custom ticket fields, webhooks, and triggers. Additionally, 3rd-party systems can interact with active workflows by adding specific ticket tags via the Zendesk API to trigger automatic transitions.; ; Limitations; No Configuration API: Comprehensive service configuration (designing the logic/rules) is performed via the UI-based tools, not a standalone Cloudset API.; ; Fixed Datacenter: Users must choose a datacenter (US or EU) during setup, which is a one-time selection that cannot be changed.; ; Dependency: Setup and changes require an admin-level OAuth token and are limited by Zendesk’s native API and platform constraints.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Cloudset offers a suite of tools designed to enhance Zendesk through three primary customisable components:; ; What can be customised:; ; Workflows (Flowset): Users can design interactive journey maps for complex processes like onboarding or KYC.; ; Forms (Formset): Dynamic, context-aware forms that reveal or hide fields based on agent progress and specific logic.; ; SLAs (Performset): Custom service level metrics that can be granularly adjusted by client, region, or time zone.; ; How users can customise: Users customise the service through specialised configuration engines embedded directly within the Zendesk interface. They can build navigation maps from scratch or deploy "oven-ready" solution apps. Customisation involves setting conditional rules for forms, defining branching paths for workflows, and configuring granular SLA policies without needing to switch platforms or write extensive code.; ; Who can customise: Customisation is primarily performed by Zendesk administrators and business process owners. While agents follow the "maps" created, the configuration of the logic and guardrails is managed by those overseeing operations in organisations typically ranging from 50 to 500 agents, particularly in regulated industries like finance, healthcare, and SaaS.

Scaling

• Independence of resources: Cloudset ensures performance isolation through a multi-tenant architecture designed to prevent "noisy neighbour" issues. Key strategies include:; ; Rate Limiting & Quotas: Strict per-account limits prevent any single user from monopolising system resources.; ; Asynchronous Processing: Resource-intensive tasks are offloaded to background queues, ensuring real-time features remain responsive for all users.; ; Elastic Infrastructure: Leveraging cloud-native auto-scaling, the platform dynamically provisions capacity to meet aggregate demand fluctuations.; ; These technical guardrails ensure that individual usage spikes are contained, guaranteeing that one user’s high activity volume does not degrade service quality or speed for others.

Analytics

• Service usage metrics: Yes
• Metrics types: Cloudset provides advanced service metrics through Performset, a specialised SLA/OLA management tool for Zendesk. Key metrics include:; ; Custom SLA/OLA Targets: Real-time tracking of "Assign by," "Respond by," "Workaround by," and "Solve by" deadlines.; ; Process Adherence: Metrics measuring journey completion and compliance with specific navigation maps.; ; Operational Efficiency: Tiered escalation counts, agent allocation cycles, and bottleneck identification.; ; Interim Progress: Checkpoints and update cycles independent of ticket status.; ; Impact Analytics: Reporting on Pass/Fail rates, fulfilment percentages, and business outcomes like CSAT/NPS improvements and breach fine reductions.
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cloudset

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Cloudset operates within the Zendesk ecosystem, so users typically export data through Zendesk’s native tools. Because Cloudset stores its results (like SLA metrics and workflow tags) directly in Zendesk ticket fields, users can export this data using Zendesk’s standard reporting, views, or API.; ; Specific Cloudset export features include:; ; Formset: Users can export configuration rules and field controls as a CSV file for auditing.; ; Performset/Flowset: Metrics and workflow statuses are saved as metadata in ticket fields, which are exportable via Zendesk's CSV or JSON exports.; ; Support: For account-specific data, users can contact Cloudset support.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: CloudSet aims for a high availability standard, typically targeting 99.9% uptime for its suite of Zendesk applications. This availability excludes scheduled maintenance windows and downtime caused by the underlying Zendesk platform or third-party infrastructure providers like AWS.; ; According to their standard Service Level Agreement (SLA), if CloudSet fails to meet the guaranteed availability threshold, users are generally eligible for Service Credits. These credits are not provided as direct cash refunds but are instead applied as discounts toward future subscription invoices.; ; The credit amount is typically calculated as a percentage of the monthly fee, proportional to the duration of the service failure. To receive these credits, customers must usually submit a formal request within 30 days of the service interruption.; ; It is important to note that because CloudSet operates as an extension of Zendesk, any outages originating from Zendesk’s own servers do not count toward CloudSet’s downtime calculations. For full legal specifics and tiered Enterprise commitments, users should consult the "Terms of Use" or their specific Master Service Agreement on the CloudSet website.
• Approach to resilience: Available on request
• Outage reporting: CloudSet reports outages and service health through a dedicated status page located at status.cloudset.net.; ; Public Dashboard: CloudSet maintains a transparent, real-time public dashboard. This page monitors key components, including the CloudSet Hub, specific application integrations (for Zendesk and Oracle), and core infrastructure. It provides a visual history of uptime and detailed logs of any past incidents.; ; API: Because the status page is powered by Atlassian Statuspage, it offers a public API. This allows technical teams to programmatically pull status data and incident updates into their own internal monitoring systems or custom workflows.; ; Email Alerts: Users can proactively subscribe to notifications directly from the dashboard. By clicking the "Subscribe to Updates" button, you can opt-in to receive automated email alerts the moment an incident is created, updated, or resolved. The platform also typically supports notification via SMS, Slack, and Webhooks for those requiring immediate technical alerts.; ; This multi-channel approach ensures that administrators are informed of service disruptions without needing to manually check the website.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Cloudset restricts access to management interfaces and support channels through a multi-layered security framework. Management interfaces are secured within a Virtual Private Cloud (VPC) using VPNs and bastion hosts with Access Control Lists (ACLs), ensuring no public IP exposure. Internal access adheres to the Principle of Least Privilege (PoLP), limiting employee permissions to essential tasks.; ; Support channel access is strictly mediated through Zendesk-integrated authentication; users have no direct back-end access. All operations comply with SOC 2 Type 2 standards, employing role-based access control (RBAC), multi-factor authentication, and continuous audit logging to monitor and restrict access to sensitive systems.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: CSA CSM version 4.0
• Information security policies and processes: Cloudset follows a comprehensive information security framework centered on SOC 2 Type I compliance and industry best practices like the OWASP Top 10. Key policies and processes include:; ; Infrastructure Security: Services are hosted on AWS, utilising VPCs, VPNs, IDS/IPS, and DDoS protection via AWS Shield.; ; Data Protection: Data is encrypted via TLS in transit and at rest using industry-standard algorithms. A strict 90-day data retention policy is enforced for trial data.; ; Secure Development: Follows SANS Top 25/OWASP standards, including mandatory code reviews, automated vulnerability scanning, and regular dependency updates.; ; Reporting Structure: Security is overseen at the executive level. The designated security lead (often the CTO or a specialised officer) reports directly to the CEO and COO. This ensures security is integrated into strategic decision-making and remains independent of general IT operations.; ; Ensuring Compliance: Cloudset ensures policy adherence through:; ; Independent Audits: Annual third-party SOC 2 assessments by accredited firms (e.g., Laika Compliance).; ; Automated Monitoring: Real-time logging and alerting via AWS Security Hub to detect anomalies and policy drift.; ; Governance: Formal incident response plans, business continuity testing, and a responsible disclosure program.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: CloudSet utilises a structured configuration and change management framework aligned with ISO 27001 standards.; ; Component Tracking: Assets and service components are tracked throughout their lifecycle using centralised version control (Git) and automated inventory management, ensuring full traceability from development through decommissioning.; ; Security Assessment: Changes undergo rigorous assessment via peer-reviewed pull requests and integrated security scanning (SAST/DAST) within the CI/CD pipeline. Significant modifications require formal threat modelling and risk assessments. This ensures potential security impacts are identified and mitigated before deployment, maintaining the integrity and compliance of the production environment.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Cloudset’s vulnerability management process involves continuous assessment and proactive remediation.; ; Assessment: They monitor infrastructure using AWS security tools, IDS/IPS, and application-level logging to detect anomalies. Runtime protection systems are used to block OWASP Top 10 and business logic attacks in real-time.; ; Patching Speed: Cloudset performs regular dependency updates and prioritises "fast remediation" for critical security events and attacks. They aim to respond to vulnerabilities identified through audits or reports "as quickly as possible."; ; Information Sources: Threat intelligence is gathered from AWS alerts, automated dependency vulnerability scanners, and a dedicated responsible disclosure program.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: CloudSet employs a multi-layered protective monitoring strategy:; ; Identification: We use AWS-native monitoring, IDS/IPS, and runtime protection to detect malicious traffic, automated bots, and anomalies. Application logs and exceptions are continuously analyzed to identify OWASP Top 10 or business logic attacks.; ; Response: Critical threats trigger real-time automated blocking and instant notifications to our team. We maintain detailed audit trails for remediation and regularly patch vulnerabilities.; ; Speed: We prioritise "fast remediation" for critical attacks. Security events are logged instantly, and vulnerability reports receive responses "as quickly as possible" to ensure rapid incident resolution.
• 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: Cloudset maintains pre-defined incident management processes as part of their SOC 2 Type II compliance, including Disaster Recovery and Business Continuity plans. These procedures ensure systematic responses to common and critical events.; ; How users report incidents: Users can report incidents or technical issues via the Cloudset Support portal or through the "Support" link on their website.; ; How incident reports are provided: Real-time service status and incident updates are provided via a public Status Page. For data-specific incidents, Cloudset notifies affected customers within 48 hours of becoming aware of a breach.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Cloudset offers a 14-day free trial for Flowset, Formset, and Systemset, including full feature access with no credit card required. Performset is excluded, as it requires consulting-led onboarding. There is no permanent free version; you must upgrade to a paid plan after 14 days to maintain access.

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

• Less than £250,000: 7%
• Between £250,000 and £500,000: 7%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 13%
• Between £2,500,001 and £5,000,000: 16%
• Over £5,000,001: 19%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4ffa49d8-1eef-4a7a-95a0-4352562eabdf
• 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
    • 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
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • 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 these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 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)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • 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
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

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

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

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

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

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