MRI SOFTWARE LIMITED

MRI Communications Manager

MRI Communications Manager enables sending and receiving digital messages (SMS/email reminders, surveys, notifications, etc) with customers. Enhancing customer service, enabling you to adapt operations; achieve digital transformation and reduce costs. Delivering 24/7 instant communication in multiple languages driven by information held in your back-office systems.

Features

• Cloud hosted digital messaging (SMS and Emails)
• Efficient, effective and immediate contact generation and communication.
• Frictionless service delivery and access – MRI Communications Manager
• Templated bulk contacts based on customer profiles.
• Notify and remind customers of upcoming appointments
• Immediate analysis of text survey responses to avoid escalations
• Threaded message conversations to enable a clear contact view
• Automate scheduled deliveries to enable optimum contact opportunities
• Automated responses to high volume requests
• Customer repairs self-service; self-appointed, diagnostic tools

Benefits

• Improved customer experience: reducing officer time spent on administration
• Communications insight data for analysis and informed decision making
• Improves operational efficiency with automated processes
• Better knowledge of customers means improved targeting of resources
• Improved targeting of resources due to improved customer knowledge
• Reduced environmental impact – reducing face-to-face visits, sending letters
• Improve efficiency: 98% of messages are opened (Source: Gartner)
• Greater accessibility: majority of UK households have mobile phones
• 95% of texts are read within 3 minutes (Source: Forbes)
• Delivering value for money, no hidden costs

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

Framework

G-Cloud 15

Service ID

531914968047280

Contact

Claire Brown
020 3861 7100
tenders@mrisoftware.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Periodic planned maintenance may be required for platform updates, security patches, and infrastructure improvements.; Maintenance windows are normally scheduled outside UK business hours and notified in advance through the service status page or email alerts.; In rare cases where critical vulnerabilities or service stability issues arise, emergency maintenance may be performed with shorter notice.; Any disruption will be minimised and communicated promptly to clients.
• System requirements:
  • Compatible access devices
  • Compatible operating systems
  • Internet connection

User support

• Email or online ticketing support: Yes
• Support response times: MRI’s Global Client Support group will make every reasonable effort to ensure that submitted cases are assigned the proper level of Severity. Submitted cases will be responded to in the order in which they are received, with consideration given for higher Severity levels. Response Time is the time it takes before a Global Client Support agent makes initial contact with the individual who submitted case. Bundled Service (Normal Priority 6 Hours, Serious Priority 3 hours, Critical Priority Live Call Only)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We include support within our annual fee. Support includes a named Account Manager and a Client Support Helpdesk. The Client Support Helpdesk also serves as the contact for all cloud support requests for trained users. Cases and incidents can be recorded and viewed in the myMRI portal on a 24/7 basis. The myMRI Portal provides clients with information on support cases, regardless of whether a call is logged via a phone call or via the portal. Various information, documentation, forums and resources are also available on the portal.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onboarding (training) is available and follows a train the trainer approach. Our training includes an overview of relevant legislation, walk through the system modules and a 'hands on' session supported by step-by-step user guides. Sessions are delivered in a supportive environment designed to facilitate learning. All applicable documentation will be provided in a pre-agreed format. Any data migrations considerations are discussed as part of teh onboarding process and agreed upon accordng to client requirements, capabilities and budgets. Throughout the project, our data migration consultant will advise on the mapping of all applicable fields to the current sources to ensure the data is loaded accurately. The process will be iterative, and as part of the validation exercise, our consultants will be in regular contact to advise on data cleansing and corrections as necessary.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Clients have access to all of their data for the duration of the contract and up to contract termination. Any specific off-boarding process and documentation will be as agreed between us.
• End-of-contract process: At the end of the contract, the service is ceased and, if requested/applicable, the data will be provided in a predetermined format. If there are requirements which are different from our standard approach, we can discuss these with Clients to draw up an appropriate exit plan.; ; The initial de-commissioning (powering down of client-server images and movement to non-production storage) takes place on the agreed date (e.g. contract end date) with permanent de-commissioning taking place one month after the initial de-commissioning date (backups removed, and server images purged). Any restrictions shall be determined by the contract.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Full functionality for service users is available on all devices although a tablet is the smallest screen size on which practical operation is sensible
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The application user interfaces are designed with untrained users in mind and provide a consistent approach to usability for all. We observe all usability standards and design for ease of use.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We are committed to providing solutions that are accessible to the widest possible audience and in the past have tested our windows client with JAWS screen reader.
• API: Yes
• What users can and can't do using the API: There are a number of APIs designed for integration with third party systems. Typically, they are used for data transfer and viewing of data between systems.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: There are a large number of system parameters which control the behaviour of the service in its various modules. Lookup lists can all be user-defined, albeit controlled by a comprehensive user permissions structure.

Scaling

• Independence of resources: Each client has their own working environment with servers configured to match the clients requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: The customer can build their own custom reports using the reporting tool within the solution, reports can be generated using any fields. Reports include reports to support organisation management, how many cases each officer is handling and how these cases are progressing. Reporting to show how successful the prevention and relief service is being managed within the Local Authority.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: If a customer requires an export of their data they can use the intuitive inbuilt report builder that allows CSV files to be created from any field found within the solution. If a more robust or detailed report is required, this can be requested but will incur a charge depending on the complexity of the report.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDG
  • PNG
  • HTML
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We use commercially reasonable efforts to ensure availability twenty -four (24) hours a day, seven (7) days a week, except for: (a) planned downtime (of which we provide adequate notice and will schedule to the extent practicable during the weekend hours), or (b) any unavailability caused by circumstances beyond our reasonable control, including without limitation, Force Majeure events or internet service provider failures or delays. We host our solution in a UK-based Tier 3 data centre that is designed to deliver high availability.
• Approach to resilience: Available on request.
• Outage reporting: The client support desk is used to manage client/support interaction for specific customer system issues. E-mail advisories are in place and used to alert multiple clients/contacts of unplanned outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management services is restricted by user identity. As users are added to the system settings are used to define which apps, which features and what is accessible by a security level setting.; ; All management tasks can be limited using a VPN. 2FA and specific RBAC.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Data centre infrastructure and associated services are managed according to ISO 27001. The least privilege required for a role principle is followed in all areas, server access is restricted to only those employees who have reason to access it.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is a matter of regular review with the management team. At each review, all new software fixes and enhancements are assessed for overall impact on such as system security, performance and functionality before being approved for scheduling in the development plans. All new developments are subject to in-depth analysis of security, functionality and practicality for inclusion in future releases.; ; All configurations are documented as per the agreed project plan (meeting client requirements and documentation standards). All high and low-level design documents will document the agreed configurations, in detail and form a solid basis for change control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Critical and Important updates are applied automatically upon release. Other updates are checked for relevance to software/operating system installation and are installed as part of the scheduled maintenance where relevant.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring and associated responses are managed according to ISO 27001 controls and processes utilising a mixture of automated features at security device level (e.g. automatic blocking based on severity/signatures) and manual interaction based on alerts (e.g. manual investigation of alert before intervention). Access to the application/infrastructure is restricted to authorised personnel.
• Incident management type: Supplier-defined controls
• Incident management approach: Comprehensive monitoring tools are used to highlight potential problems before they become an issue. A defined "Security Incident Management Policy" includes reporting mechanisms for both Information Technology and Physical Security incidents, incident logging, communication to internal and external parties, escalation, reporting, planning, implementation of preventative actions, securing / forensic evidence and continued improvement incident review.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: 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: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: Thursday 4 December 2025
• What the ISO/IEC 27001 doesn’t cover: MRI has a number of separate ISO 27001 certifications covering a number of different solutions and hosting environments. However, not all of our solutions are covered by these certifications.
• 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: Ca5535b7-d879-43af-807e-2fd63222a772
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8b90bd0e-99b7-4c8f-a863-e742eecf1be4
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1 Type 2
  • SOC 2 Typw 2

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • 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
    • 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
    • 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

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