Org

AI-Powered Customer Experience Analytics & Quality Assurance (QA) Platform.

Fizz is a cloud based software service used to analyse customer interactions to deliver automated quality assurance, interaction analytics, management information and executive insight. It enables leaders to improve quality, reduce compliance risks, uncover trends and make faster, better informed decisions across customer service operations.

Features

• Analyse customer interactions for integrated insights across omnichannel contact centres
• Insights, analytics and automated quality assurance using AI-driven scoring
• Transform voice and digital interaction analytics into structured intelligence
• Real-time sentiment trend analysis for evidence-based decision making
• Configurable quality scorecards and evaluation workflows
• Executive dashboards convert operational data and CX metrics into insights.
• Quality scoring and compliance monitoring alerts based on configured rules
• Privacy by design provides role-based access with full audit trail
• Scalable cloud platform with usage based consumption
• Security by design and secure data segregation across the platform

Benefits

• Provides root cause analysis driving customer demand and contact drivers
• A complete objective view of CX, KPIs and QA compliance
• Enables faster evidence based operational decision making through intelligent insight
• Reduce manual quality assurance effort and reduce quality assurance cost
• Automated trusted quality through improved consistency and fair quality evaluations
• Data-driven quality assurance accurately identifies compliance risks earlier
• Rapid deployment to deliver operational insights fast
• Improves coaching effectiveness and enhanced agent performance
• Scale insights whilst operational costs controlled
• Supports continuous improvement across customer service operations

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

Framework

G-Cloud 15

Service ID

494002447897501

Contact

Greg Coulson
+44 (0)7393 148163
bids@thisisorg.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: No
• Cloud deployment model: Private cloud
• Service constraints: Fizz is delivered as a cloud based software service and is accessed remotely. The platform is designed to integrate with customer interaction systems and works best where timely access to data is available. Planned maintenance is infrequent and communicated in advance. Service availability and performance are supported by resilient cloud infrastructure and standard integrations. Changes to configuration, integrations or data volumes can be accommodated through agreed configuration or onboarding activities.
• System requirements:
  • Modern standards compliant web browser
  • Secure internet connectivity
  • Access to customer interaction data sources
  • Encrypted network connectivity using TLS

User support

• Email or online ticketing support: Yes
• Support response times: Support requests can be raised directly within the Fizz platform using integrated support ticketing, as well as via email where required. Tickets are typically acknowledged within one business day during standard service hours. Response times may vary outside business hours, at weekends and public holidays. Incident prioritisation and resolution targets are aligned to agreed service levels and the nature of the request.
• 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: No
• Support levels: Fizz provides structured user support across Level one, Level two and Level three support, aligned to the SaaS service and agreed support scope. Level one support covers user assistance, incident logging, initial triage and guidance on use of the Fizz platform. Level one support is provided during agreed service hours. Level two support provides deeper technical investigation, configuration support, data ingestion troubleshooting and resolution of platform issues. This level supports operational continuity and correct platform configuration.; ; Level three support provides specialist product and engineering support for complex or high impact issues, including advanced troubleshooting, performance optimisation and product level defects.; ; Support is delivered remotely via integrated ticketing within the platform and by email. A named Cloud Support Engineer is available for Level two and Level three support. A dedicated technical account manager is not included as standard but can be provided by agreement where required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Fizz includes a standard onboarding package designed to help users start using the service quickly and securely. ; ; Onboarding covers environment setup, user provisioning, role based access configuration and initial platform configuration. Administrator and quality users are enabled through a train the trainer approach, supported by guided walkthroughs and documentation ; ; Integration with supported contact centre platforms is configured during onboarding, including secure data ingestion and identity integration where required. Deployment follows a standardised, infrastructure as code approach to ensure consistency and security ; ; Training is delivered remotely and focuses on practical use of the platform, including quality evaluations, dashboards, reporting and insight. User documentation and support materials are provided electronically.; ; Offboarding is supported through controlled user deprovisioning, access removal and secure data handling in line with agreed retention policies and data protection requirements.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Before contract termination, users may extract the operational data that is available for export within the Fizz platform. Export formats depend on the feature and data type. Where supported, exports can be provided in CSV format. For other features, data may be provided through platform reports or other available extraction methods.; ; Fizz does not retain raw interaction files or unredacted sensitive customer data beyond processing. At contract end, customer access is removed and the customer tenant environment is securely decommissioned. All customer data held within the platform is securely deleted in line with data protection requirements. Confirmation of deletion can be provided on request.; ; Following completion of data extraction, user access to the platform is removed in a controlled manner. Role based access is revoked and customer credentials are disabled to prevent further access.; ; Customer data is retained only for the duration agreed in the contract or data retention schedule. Once retention periods expire, all customer data is securely deleted from the platform. Deletion processes are logged and managed in line with data protection requirements.; ; No customer data is retained beyond agreed retention periods, and data deletion can be confirmed on request to support audit and compliance obligations.
• End-of-contract process: At contract end, an offboarding process is initiated for a controlled service exit. Customer access is removed, support access is revoked and the customer tenant is scheduled for decommissioning.; ; Fizz does not retain raw interaction data or unredacted sensitive customer data beyond processing. All customer data stored within the platform is securely deleted as part of contract closure, in line with data protection obligations and internal security procedures. Deletion activities are controlled and logged to support audit and compliance requirements. Confirmation of access removal and data deletion can be provided where required.; ; Customer data is retained only for the duration specified in the contract or data retention schedule. Following expiry of the agreed retention period, customer data is securely deleted from the platform. Deletion activities are logged and managed to support audit and compliance requirements.; ; No customer data is retained beyond agreed retention periods. ; ; Org will appoint an Exit Manager to oversee the Exit Management Plan in collaboration with the client and the new supplier. We will, for the Exit period, provide any other advice, assistance, information and co-operation reasonably required for the continued provision of services. This shall include co-operation with the incoming supplier's due diligence activities.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Fizz is accessed through a secure, web based interface designed for quality, operational and management users. The interface provides configurable dashboards, reports and workflows for quality assurance, interaction analytics and insight. Users can review interactions, scores and trends, manage evaluations, and access executive level views based on role permissions. Navigation is designed to support efficient analysis, filtering and drill down across large volumes of interaction data. No local software installation is required and access is controlled through role based permissions.
• Accessibility standards: EN 301 549
• Accessibility testing: Fizz has not yet undergone formal usability testing with users of assistive technologies. However, accessibility has been considered during interface design and development, with a focus on clear navigation, consistent layouts, readable text and keyboard accessible controls. The platform is delivered through modern web technologies and is tested using standard browser accessibility features and developer tools. Accessibility feedback from users is reviewed where provided, and issues are prioritised for remediation.; ; Accessibility testing with assistive technology users can be undertaken where required by a buyer and incorporated into future enhancements.
• API: No
• Customisation available: Yes
• Description of customisation: Buyers can customise Fizz to align with their operational, quality and reporting requirements. Customisable elements include quality scorecards, evaluation criteria, weighting, thresholds and compliance rules. Dashboards and reports can be configured to display relevant metrics, trends and insights for different user roles. User access, permissions and visibility can also be tailored using role based controls.; ; Customisation is performed through the Fizz web interface using configuration tools and settings. Changes do not require code development and are applied within the customer’s isolated environment. Where required, additional configuration support can be provided as part of onboarding or ongoing support.; ; Customisation is typically carried out by authorised administrators, quality leads or designated super users. Access to configuration features is controlled to ensure changes are managed safely and consistently.

Scaling

• Independence of resources: Fizz is delivered using a tenant isolated cloud architecture designed to ensure independence between customers. Each customer operates within a logically isolated environment with dedicated resources and controls. The platform uses scalable cloud services that automatically adjust to demand, preventing one customer’s usage from impacting another. Resource limits and monitoring are applied to manage load and maintain consistent performance. This approach ensures that increases in usage by one customer do not adversely affect other users of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Fizz provides service usage and operational metrics through dashboards and reports within the platform. Metrics include volumes of interactions analysed, quality evaluations completed, automated analysis coverage, user activity, and feature usage. Historical metrics support trend analysis over time, helping users understand quality performance, compliance indicators and operational patterns. Metrics are role based and available to authorised users to support governance, oversight and service optimisation.
• Reporting types: Real-time dashboards
• Resource tagging: No
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 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 SSAE-18 / ISAE 3402
• 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 importing and exporting

• Data export approach: Users can extract data using the export and reporting features available within the Fizz platform. Export capability and format depend on the specific feature. Where supported, exports can be produced in CSV format. Where CSV export is not available, users can extract information through platform reports or other supported extraction methods. Access to exports is controlled through role based permissions.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • .wav
• Data import formats: Other
• Other data import formats:
  • JSON
  • .wav

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: Fizz is delivered as a cloud based Software as a Service platform designed for high availability and resilience. The service is hosted on resilient cloud infrastructure using managed services and redundancy to minimise the risk of service interruption.; ; Availability targets are defined within the service agreement and are measured on a monthly basis, excluding planned maintenance. Planned maintenance windows are infrequent and communicated to users in advance.; ; If availability falls below the agreed service level, service credits may be applied in line with the terms set out in the contract. Service credits are calculated based on the duration and severity of the availability impact.; ; The platform includes monitoring and alerting to support rapid identification and resolution of service issues. Disaster recovery and backup processes are in place to support service restoration following major incidents.; ; Specific availability commitments and remedies are confirmed as part of the contractual agreement with each customer.
• Approach to resilience: Fizz is designed for resilience using cloud native architecture on Amazon Web Services. The platform is deployed using managed services with multi availability zone support, automated scaling and built in redundancy. Data stores use managed databases with point in time recovery and regular automated backups. Monitoring, alerting and security tooling are continuously active to detect and respond to incidents. Business continuity and disaster recovery processes are defined and tested, with recovery objectives in place to support timely restoration following a major incident.
• Outage reporting: Fizz uses continuous monitoring and alerting to identify service issues. Where a service outage or major incident occurs, customers are notified through agreed communication channels, including service notifications and support ticket updates. Incident progress and resolution updates are provided until service is restored. Post incident reviews can be shared where required to support transparency, assurance and operational learning.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is governed through security profiles, which define permissions per role, like agents or managers. These profiles restrict what tasks users can perform and which areas of the system they can access. The profiles are configured to adhere to the principle of least privilege, providing necessary permissions without overexposing sensitive areas. This control mechanism is pivotal in maintaining the integrity and security of the contact center's operations. The best practice is to tailor security profiles closely to job functions, thus minimising any potential security risks.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Fizz follows information security policies and processes aligned to an ISO/IEC 27001 certified Information Security Management System. This includes policies and procedures covering access control, risk management, asset management, incident management, business continuity, supplier management, change management and secure development. Security risks are regularly assessed and controls are reviewed and improved as part of ongoing governance and assurance activities.
• 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: Configuration items for the Fizz service are identified, versioned and tracked throughout their lifecycle using controlled configuration management processes. Changes are raised through formal change requests and assessed for operational, security and compliance impact before implementation. Security impact is reviewed as part of the change approval process, including potential effects on confidentiality, integrity and availability. Approved changes follow controlled release and rollback procedures, with changes logged and auditable. Configuration and change management processes are aligned to ISO/IEC 27001 and ITIL principles to ensure service stability and security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Fizz follows a structured vulnerability management process aligned to ISO/IEC 27001. Potential threats are identified through continuous monitoring, automated security tooling, supplier security advisories and trusted threat intelligence sources. Vulnerabilities are assessed for risk and impact based on confidentiality, integrity and availability. Patching and remediation are prioritised according to severity, with critical security patches deployed as soon as practicable and within defined timeframes. Platform components are regularly updated, and remediation actions are tracked and logged to support audit and assurance activities.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Fizz uses continuous protective monitoring to identify potential security compromises. Platform activity, access events and system logs are monitored using cloud native security and monitoring tools. Alerts are generated for anomalous behaviour or suspected compromise. When a potential incident is identified, it is assessed and escalated through defined incident management procedures. Response actions are prioritised based on risk and impact, with security incidents investigated promptly and containment actions applied where required. Monitoring and incident response processes are regularly reviewed to ensure effectiveness and timely response.
• 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: Fizz follows documented incident management processes aligned to ISO/IEC 27001. Pre defined procedures are in place for common service and security events, including service degradation, availability issues and suspected security incidents. Users report incidents through integrated support ticketing or email. Incidents are triaged, prioritised and managed according to severity, with escalation where required. Status updates are provided during incident resolution, and incident reports can be shared following closure to support transparency, learning and assurance.
• 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: No

Pricing

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

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Amtivo (Ireland) Limited
• ISO/IEC 27001 accreditation date: Tuesday 9 September 2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Amtivo (Ireland) Limited
• ISO 9001 accreditation date: Monday 3 March 2025
• What the ISO 9001 doesn’t cover: N/a
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 60154503-8e3a-413a-95e0-4db4e972b973
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 70488f27-8aff-46e1-ab29-d33d6333c037
• Other security certifications: Yes
• Any other security certifications:
  • Amazon Connect has CSA STAR CCM v4
  • SequenceShift is a PCI-accredited payment gateway

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
    • 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
    • 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
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

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

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

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

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

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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 bids@thisisorg.com. Tell them what format you need. It will help if you say what assistive technology you use.