SPS UK&I LIMITED

SPS UK&I Omni-Channel Solution

SPS Omni-Channel document management
services cover all categories of physical and digital
communications. We take care of all your physical and digital documents and processes,using an integrated/centralised platform to steer and direct your communications to the individual recipient through the full range of physical and electronic output channels

Features

• Mailroom Service - Receive, sort, deliver, scan, workflow, archive
• Document Input Processing, Scan, index, capture, extract, deliver
• Intelligent Automation - Artificial Intelligence – Robotic Process Automation
• Business Process Service - Validate ,Verify, Check,Execute,Process
• Document Output Processing - Create ,Dispatch,Print, Send

Benefits

• Efficient, user-friendly and flexible communication with employees
• Secure, and fully traceable digital communication channel with IncaMail
• Savings in postal rates, fast and secure communication
• Support of client’s corporate responsibility programs
• End-to-End processing of the respective files
• High Staff Competence level in processing and financial market expertise
• Flexibility in handling increased file volume
• Security and quality standards are enhanced

£8.85 a unit

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

Framework

G-Cloud 14

Service ID

535582870926629

Contact

Bid Team
07748114237
bid.team@spsglobal.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The OCS bi-drectional communication management hosted software complements existing business processes and end recipient communications
• Cloud deployment model: Private cloud
• Service constraints: No Constraints anticipated
• System requirements: Web access restricted by IP address for Admin users

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependent on client requirements
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: 1st Line support (end external users) £1k - £5k/month; 2nd line support to admin users included in management fee; SaaS so no requirement for Direct technical account management or engineers; Development team to deal with change requests and support requests charged at £150/hour
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Both onsite and virtual training is offered as well as on screen FAQ's and help, however our solutions are designed intuitively and with the user in mind therefore minimum training is usually required
• Service documentation: No
• End-of-contract data extraction: Individual users can download their data at any time. Client contract users can request the return of all information in a format compatible with the import system or it can be loaded and indexed to disk or hard drive
• End-of-contract process: Varies depending on Client requirements and governance processes

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No substantial differences
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Yes, API is used to facilitate Single Sign On from client side systems or existing web services as well as used for real time calling of information from either Client established databases/systems or third party look ups such as address details
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Yes from a colour palette and branding perspective. Complete personalised solutions can be offered and priced on requests

Scaling

• Independence of resources: SPS is a Global service provider and has built it's hosted solutions in such a way to guarantee the user experience and fast retrieval and return of data. Usage statistics are constantly monitored and service capacity adjusted accordingly prior to any potential issues arising.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Metrics provided by SPS MI Platform, all key usage metrics provided, e.g Volumes processed daily/weekly/monthly
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Individual users can export their data in PDF, CSV, HTML, XML depending on the formats offered by the SPS Client
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Typically SPS will use SFTP to transfer data to and from the buyers network. Web services, where used will use SSL encryption and is reviewed regularly in line with best practice
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SPS meets target service levels set at between 99.6% and 100%. We can provide details of SLA and service level credits are agreed with clients on a case by case basis
• Approach to resilience: Available on request
• Outage reporting: Email alerts from the SPS Support Team.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Username and password as well as authorisation levels are assigned to all users of the system.Allowing users with higher level of authority to access management interfaces and support channels
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS
• ISO/IEC 27001 accreditation date: 28/10/2022
• What the ISO/IEC 27001 doesn’t cover: What is Covered in SPS ISO/IEC Certification; Information Security relating to hardware, Software, LAN and WAN management, documentation including paper based and digital Customer communications for client facing information, client owned and supplied information and internal processing facilities relating to the provision of central mail rooms including customer locations, document processing centres and head office activities.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Standards Council
• PCI DSS accreditation date: 30/01/2024
• What the PCI DSS doesn’t cover: The PCI-DSS certification covers our inbound document processing operations, such as document scanning, data capture, confidential document processing. All other outbound/printing or digital communication solutions are not PCI DSS certified
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: SPS policies and processes are in line with ISO 27001 accreditation. SPS security policies include; - Information Security Policy - Data Protection Policy - Encryption policy - Password Policy - Physical Security policy - Incident Management and improvement process

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: SPS’ approach to Solution configuration and Risk management is built on recognised principles of change management and is again closely aligned with the principles of PRINCE2. SPS’ risk assessment and change management process ensures that there are regular reviews of any potential risks during the development pipeline of the solution and at the very least a one-time review of risks associated with any changes made to the solution throughout its lifetime. From this review, necessary preventive and / or contingency actions will be identified and passed to detailed work planning, including an update of the solution pipeline.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The compliance team within SPS are responsible for the internal auditing of all processes and procedures. This includes undertaking with our information security manager information security risk assessments and risk treatment plans, looking at all critical assets and processes, alongside a Business Impact Assessment and BC Risk Assessment a Business, looking at critical business systems and processes. This is all then followed up by internal and external audits covering all parts of the certificated standards to ensure that SPS is working to their own internal processes and controls and we are able to maintain 9001, 14001, 27001 certifications.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The respective asset owners are responsible for arranging for the controls to be implemented effectively; this would typically include defining the controls in policies and/or procedures, so that they can become part of everyday business practice. Asset owners are responsible also for the management of any risks which are not specifically addressed in the Risk Assessment. The SPS Risk Assessment and Risk Treatment plan document is structured by using the Asset List to identify the threats to each asset. Each threat and consequent risk is quantified. We further analyse this information for all significant risks and their respective controls.
• Incident management type: Supplier-defined controls
• Incident management approach: SPS' procedure provides guidance on the handling of security incidents, breaches or suspected incidents and breaches.This policy applies to all SPS systems and sites and to all SPS staff, temps, contractors and third parties working on behalf of SPS. Once the incident has been identified and contained, efforts can then be focused on finding an appropriate solution. The fundamental features of any solution should be investigation, action and follow-up/record-keeping; the order in which they are implemented depends upon the nature of the incident. The Services Director, assisted by the Compliance manager, will initiate the appropriate investigation.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  SPS is deeply committed to environmental sustainability, recognising its benefits across all operations. We prioritise reducing our carbon footprint and promoting resource efficiency, acknowledging the urgent need to address climate change. As members of the UN Global Compact Network and the Carbon Disclosure Project, we measure our emissions with Climate Partner, enabling us to assess our entire supply chain and implement strategies for reducing CO2 emissions.; In addition to minimising our own environmental impact, SPS is dedicated to delivering sustainable solutions for our clients. Our processes and tools are designed to lower their carbon footprint while enhancing resilience. Our commitment aligns with our environmental goals, as we aim to achieve Net Zero emissions in scope 1 and 2 by 2026 and scope 3 emissions by 2040 through efficiency improvements.; To achieve these goals, we implement various efficiencies at all SPS-managed locations:; Electronic Document Management | We encourage the use of electronic document management systems, reducing paper waste and environmental impact.; Scanning Infrastructure Optimisation| We ensure energy efficiency in our scanning infrastructure, utilising energy-efficient scanners, servers, and computing equipment.; Digital Delivery | We promote digital delivery of scanned documents, reducing the need for physical transportation and associated emissions.; Digital Archiving | We encourage digital archiving of scanned documents to minimise the need for physical storage.; Through these efforts, we strive to not only reduce our environmental footprint but also inspire sustainable practices within our industry and beyond.

  Covid-19 recovery

  During the Covid pandemic, SPS demonstrated our desire to deliver a first class service to our clients by quickly adapting to global events.; ; While SPS has proven during the Covid-19 pandemic to be a safe pair of hands, meeting agreed SLAs while protecting our employees, we continue our efforts to be a strategic and reliable partner for our clients, putting processes and practices in place for a resilient service delivery while identifying and managing key business risks. ; ; The pandemic altered many elements of people’s working lives – including the rise of flexible working, which is now commonplace. Organisations have been forced to evolve and to increase their reliance on digital solutions. This is a challenge that SPS is uniquely positioned to help solve. ; At SPS, our purpose is to unlock the power of possibility for businesses and the people they serve. Together with our stakeholders, we find innovative solutions to complex challenges. As a trusted digital transformation partner, delivering global solutions for some of the world’s largest organisations, we combine the physical and digital world, and we unlock opportunities for resilient growth, innovation, and purpose driven transformation for our clients.; SPS achieves the greatest positive impact through the creation and development of innovative solutions that enable our clients to become more agile, resilient, and sustainable; While the pandemic situation stabilised, significant macroeconomic changes during 2022 and ongoing are affecting the business and risk situation significantly. In this evolving scenario, implementing targeted pricing initiatives and achieving revenue increases pose substantial challenges, particularly concerning customer risk. When evaluating risks, we take a holistic approach and measure them across four dimensions – Financial, Reputational, People & Environment and Compliance.

  Tackling economic inequality

  At SPS we are committed to aligning our actions with the United Nations Sustainable Development Goals (UNSDGs) and are signed up members to the UN Global Compact. Our ESG commitments and dedication to addressing inequality in employment, skills, and pay within our contract workforce are in line with these frameworks. To achieve this commitment, we will implement the following method statement:; Measures to Tackle Inequality:; Inclusive and Diverse Workforce | We will prioritise creating an inclusive and diverse workforce through inclusive recruitment practices. This will involve actively promoting equal opportunities, fair treatment, and diversity awareness in all aspects of our workforce management ; Skills Development and Training | We invest in skills development and training programs that promote equal access and opportunities for all employees, regardless of their background. These programs will aim to enhance skills and support career progression.; Equal Pay and Benefits | We will ensure that our compensation and benefits policies promote fairness and equal pay for work of equal value. Where applicable, we will conduct regular audits to identify any pay gaps based on gender or other protected characteristics.; Inclusive Working Environment | We foster an inclusive working environment that values diversity, respects human rights, and promotes equal opportunities. This includes provision of policies that prevent discrimination and harassment, as well as providing resources and support for employees to thrive.; Retention-Focused Activities | We provide a supportive and inclusive working environment that promotes retention and progression. This includes offering flexible working options, conducting appraisals to support progression, development and training needs and the provision of employee surveys to obtain feedback to understand areas of focus to improve employee satisfaction.

  Equal opportunity

  SPS is committed to equality, diversity, and inclusion, aligning closely with The Equality Act 2010. Our approach prioritises inclusivity and diversity through proactive recruitment, equal opportunities, fair treatment, and raising diversity awareness. This commitment is evident in cultivating an inclusive workforce, investing in skills development, ensuring equal pay, creating an inclusive environment, and implementing retention-focused activities.; SPS proactively addresses inequality issues, including gender and racial disparities, marginalised group representation, skills gaps, pay disparities, and biased recruitment practices. This involves targeted diversity initiatives, training programs, fair pay structures, and inclusive policies.; SPS is also resolute in eradicating modern slavery, implementing stringent policies, due diligence, collaboration with stakeholders, and maintaining reporting mechanisms for ongoing vigilance.; To address employment, skills, and pay inequality, SPS has implemented initiatives like SWAN, PROUD and WAND, aiming to educate, advise, and inspire employees to be themselves by promoting an inclusive culture at work, along with skills development programs, fair pay practices, performance appraisals, and equal opportunity policies.; Inclusive recruitment ensures accessibility, featuring structured interviews, inclusive language, and internal vacancy sharing for fairness. Thorough onboarding, mentorship, and development programs significantly contribute to employee retention. SPS's commitment to structured interviews with skill-based assessments ensures fair evaluations for recruitment and promotions.; The commitment to offering quality opportunities and supporting progression through apprenticeships, development programs, and continuous learning is central to SPS's approach. Many alumni have progressed from entry-level roles to senior management positions.; SPS fosters an inclusive working environment through flexible work arrangements, employee assistance programs, diversity initiatives, and regular evaluations. Collaborative efforts with diversity consultancies and external audits drive ongoing improvements.; Maintaining a workforce reflecting diversity at every level is a steadfast commitment, promoting equal opportunities. Transparency in promotion, pay, and reward processes is achieved through regular updates, open discussions, and Gender Pay Gap reports, fostering trust and fairness.

  Wellbeing

  SPS is devoted to a culture centred on wellness, equality, diversity, and inclusion. In accordance with The Equality Act 2010, our wellness-centric approach places a paramount emphasis on the mental health and overall wellbeing of our employees.; As part of our commitment to employee wellbeing, we've implemented an Employee Assistance Programme (EAP). This confidential benefit is designed to help employees deal with personal and professional challenges affecting their home and work lives, health, and general wellbeing. All SPS employees can access the Health Assured EAP through the online benefits platform Perkbox, offering a 24/7 confidential helpline, structured counselling sessions, and an online Health Portal.; Employees with Group Income Protection (GIP) as a company benefit can access enhanced services directly, including a 24-hour helpline and a remote GP & second medical opinion service known as SGP24. This service, provides timely access to medical advice and consultations, contributing to overall wellbeing.; We offer the Thrive Mental Health Wellbeing App, recommended, and approved by the NHS. This app addresses common stressors, provides resources for relaxation, and offers 24/7 support for mental health and wellbeing. Accessible to SPS employees and their dependents, it utilises NHS-endorsed tools to detect, prevent, and manage stress, as well as screen for mental health problems such as anxiety and depression.; In addition to proactive wellbeing initiatives, we provide support for challenging life circumstances through our bereavement counselling and probate helpline, offered in partnership with AIG, providing emotional and practical support to employees following a bereavement or facing probate issues.; Our integrated approach prioritises employee wellbeing through diverse and inclusive initiatives, confidential support services, and a commitment to fostering a healthy work-life balance. This aligns with our overarching commitment to equality, diversity, and inclusion, creating a workplace where all employees thrive.

Pricing

• Price: £8.85 a unit
• Discount for educational organisations: No
• Free trial available: No

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