THE STATIONERY OFFICE LIMITED

Digital Mail

Engage Digital Mail enables efficient scanning of mail with secure distribution of documents to individual users, teams and their delegates. An end to end history is maintained and users can make auditable requests to the post-room for rescans or originals. Digital mail integrates directly to common document management systems

Features

• Mail digitisation - scanning and data capture
• Secure auto allocation to mail recipients
• End to end audit trail for all digitised documents
• Secure UK hosted service
• Email notifications of new and unactioned mail items
• Integration with document management systems
• Reporting dashboard and MS Excel / CSV usage reports
• Support for teams and administrative delegates to action mail
• Delivery of mail by secure portal or email
• Support for multi-site scanning and digital uploads

Benefits

• Automates and optimises mailroom operations
• Digitises critical paper-based business information
• Improves efficiency, speed and accuracy
• More cost-efficient
• Visibility of a document's lifecycle with end to end auditability
• Improved analytics
• Reduces movement of paper across the organisation

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

Framework

G-Cloud 15

Service ID

559459381906688

Contact

Alan Blanchard
+447768796177
tsobidteam@williamslea.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Content Sharing and Collaboration Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
  • Integrated Employee Workspaces
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: For highest severity items requests will be acknowledged within 15 minutes and resolved within 4 hours. During weekdays, support is provided on a 24/7 basis. At weekends, support is available 9 am to 10 pm
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Support is not tiered. All clients receive the same high level of support within the overall cost of the Digital Mail service provided. An account manager will be assigned to each client of the service. An implementation engineer will provide support during setup and deployment
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Depending on requirements, we can provide both onsite and online training of post-room and supervisory users along with 'train the trainer' support for end-users. User document is provided and can be customised by the client as required
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: A custom service will be provided to extract data at the end of the contract to the format required by the client
• End-of-contract process: Contract price includes the provision of the Digital Mail service, support and account management up to contract termination. Extraction of documents and data at the end of the contract is a chargeable service that can be customised as required.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We work with each client to ensure that documentation is made available in a format suitable for use by that client

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: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Menus, notifications and confirmation messages can be customised to use local terminology. User teams and delegates can be configured with 4 different team working options. End users can directly manage their own delegates and notification settings. Most settings can be configured directly by the operational teams where the user has appropriate supervisory privileges

Scaling

• Independence of resources: The service is serverless and will automatically scale on demand. Rigorous monitoring is available to our technical team to monitor the service, including threshold alarms and graphing of usage metrics.

Analytics

• Service usage metrics: Yes
• Metrics types: The service has a real-time reporting dashboard. Report data, which includes analytical data for all mail items including current status, number of documents per envelope and number of images per document, can be exported to MS Excel / CSV for additional analysis
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • 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
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Documents can be saved to the users' accessible network folders or directly to Document Management Systems such as iManage. Reports usage data can be exported to MS Excel / CSV
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Data import is handled using CSV / XML

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The service is available 24/7. and is hosted using a Multi-Availability Zone, serverless architecture. It relies on highly available managed services, which automatically scale and operate across multiple Availability Zones. This design eliminates single points of failure and ensures high availability backed by AWS managed standard SLAs.
• Approach to resilience: Engage Digital Mail is architected as a serverless, cloud centric, service using highly secure public cloud infrastructure. Application components are distributed across multiple Availability Zones, ensuring continued operation in the event of an Availability Zone failure. The Multi-AZ architecture within a single region ensures high availability and operational resilience for production workloads.
• Outage reporting: Outages are tracked using AWS Health events and alerts, while application availability and performance are monitored through Datadog dashboards and automated alerts to ensure rapid detection and response to incidents. Our technical teams monitor these service metrics and alarms are triggered automatically in case of service degradation or outage. We will notify users by email where an outage is detected.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is granted based on the principle of least privilege and is denied unless explicitly authorised. Access is role‑based where practical, with roles and assigned permissions documented and periodically reviewed. Records of access rights are maintained. Privileged access is granted only when necessary and removed promptly. Where privileged accounts must be shared, credentials are securely stored, released under dual control, audited, and limited to one‑time use. Application Owners define and document default and discretionary access rights. All access changes, account creation, deletion, and password resets are logged. Regular review of access rights is critical to maintaining effective security controls.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: We are audited annually by BSI to maintain our ISO27001 certification. Our certification covers all global locations where offsite services are provided. Our information security policies that protect the confidentiality, integrity, and availability of data, including information security, data protection, acceptable use, access control, and incident management policies. I adhere to defined security processes such as using approved systems, following least‑privilege access, completing mandatory training, and promptly reporting security incidents.; The reporting structure starts with employees reporting issues to their line manager, escalating to the Information Security/GRC team, and onward to senior management as required. Policy compliance is ensured through mandatory training, access reviews, monitoring and audits, incident management, and management oversight.
• 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: Prior to changes being applied to the live environment, change requests are documented and approved by the CAB or tracked as small changes within a ticket. Risks are assessed to identify potential business impact, testing is performed to confirm expected results, security controls are reviewed, and rollback plan is established to recover from failed/unexpected changes.; ; After implementation, version control is maintained and records are kept detailing what changed, when& by whom. Relevant stakeholders are informed, checks confirm only approved changes were made, documentation is updated, and information classification is reviewed where required. ; ; An emergency change process is followed when needed.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: All assets are scanned and categorized based on criticality. Scanning occurs monthly identifying vulnerabilities which can compromise the security of the organization. Risk assessments are performed to understand the impact if exploited. These vulnerabilities are assigned a threat score based on impact. IT Governance work independently of Patch Management to track the remediation progress weekly and ensure risks are mitigated on schedule. EMERGENCY or 0-day patches are within a few days, CRITICAL within 15 days, HIGH within 30 days, MEDIUM within 60 days. Threats use a CVSS score to determine criticality based on several sources from third-party tools and organizations.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Endpoint Detection and Response (EDR) is deployed to all persistent and auto‑scaling hosts supporting ENGAGE Digital Mail. Security alerts are monitored 24/7 and integrated into the SIEM to ensure centralized visibility and rapid response. Devices are protected against known malware for anomalous/suspicious behavior. EDR will automatically block and protect across all hosts. Additionally, all files uploaded via SFTP are automatically scanned using a secondary anti‑malware engine, with any suspicious files flagged for security review. Cyber Defence will follow the security incident process to respond, recover, and report on root cause, escalating an initial report within 48 hours or less.
• 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: ENGAGE DigitalMail adheres to the ISO 27001 standard for incident management and established a formal incident response plan that includes guidance for escalation procedures and actions to be taken in the event of an information security incident. It has a defined notification process for reporting and responding to incident. If an incident occurs, we promptly notify our clients within 24 hours. Our process involves investigating and preserving information, reporting on the causes of any performance-related failures associated with our standard operating procedures and conducting a root cause analysis. We also take appropriate preventive measures to minimize the likelihood of recurrence.
• 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: British Standards Institution
• ISO/IEC 27001 accreditation date: Friday 2 May 2025
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Standards Institution
• ISO 9001 accreditation date: Friday 2 January 2026
• What the ISO 9001 doesn’t cover: Not applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Cbfbee2b-d8bd-4f9c-92a4-988c47621b6c
• 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
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • 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
    • 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.

  • 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
    • 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
    • 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

  • 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
    • 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
    • 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

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