PRIME DOCUMENT LIMITED

Hybrid Mail and Transactional Print & Post

Prime Document are specialists in providing secure multi-channel document solutions, which include Hybrid Mail and Transactional Print & Post that deliver cost-effective alternatives to in-house print and post. Accessible anywhere at the touch of a button, our digital platforms support the transition to e-documents, multi-channel document delivery and remote working.

Features

• Instant cost savings via bulk printing and mail consolidation
• Multi-channel delivery options via email, SMS, print and post
• Create a library of templates such as letterheads, attachments, inserts
• Same day document dispatch
• Choice of print and document configuration
• User and group access controls
• Optional approval process before each document is sent
• Full document audit trail and reporting suite available
• Dedicated project team and account managers
• Remote set-up and installation

Benefits

• No monthly subscription, only pay for what you mail
• No user limits or volume commitment
• Reduced mailing and printing costs such as paper, envelopes, ink
• Eliminates the need for in-house print and mail equipment
• Supports remote working and hybrid working businesses
• Consolidated branding using fixed templates such as letterheads
• ISO 9001, 14001, 27001 and 22301 certified
• Cyber Essentials Plus certification
• Regular service review meetings to support continuous improvement
• Digital capability reduces environmental impact and improves sustainability

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@primedoc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

578019155271069

Contact

Rob Patrick
0161 766 5544
info@primedoc.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The platform will work with all commonly used hardware and software platforms.
• System requirements:
  • Buyers/Users can access the system using a web browser
  • A virtual print driver can be installed locally
  • A virtual print driver can be installed via group policies

User support

• Email or online ticketing support: Yes
• Support response times: We have a standard SLA to respond to customer queries within 2 hours when they do not impact the service. However, our Customer Service Team typically respond in a matter of minutes. Support is provided during normal working hours between 08.30-17.00 Monday to Friday and does not include Weekends or Bank Holidays. Weekend cover can be made available on request and is subject to agreed timings and costs with individual buyer organisations.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: First line support is provided by Prime Document's Customer Service Team and a designated Customer Service Account Manager.; ; Second line support is provided by Prime Documents in-house Development Team, who have extensive knowledge of each customer's solution and the ability to resolve most issues promptly.; ; Third line support is provided by the Infrastructure Team that manage and maintain the data centres.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Prime Document works closely with each customer through a workshop model to understand their individual requirements. We then develop a Statement of Work with each customer to define the system configuration that meets the customer's specific requirements. Nominated customer users "Super Users" will receive training during a video call or on-site sessions to show them how to create documents to be printed and the document management platform. Trainers confirm understanding and user guides are also provided. Further Train the Trainer sessions are completed to give the buyer’s staff the capability to provide new user and refresher training when required. Full support is provided by Prime Document throughout the onboarding process and life-cycle of the contract.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Prime Document will work with our client to determine the required approach to extract their data and return it to them at contract end. From experience this is facilitated by creating an export file(s) containing the agreed data. This can be encrypted if required and is typically in a .csv or xml format.
• End-of-contract process: Typically our contracts include an Exit Strategy Schedule which will be followed at the end of a contract. In the absence of a contracted Exit Strategy Schedule we will work with each client to mutually agree an end of contract exit plan, which we will execute in a professional and orderly manner. In all instances client data is either securely destroyed (certificated) or extracted in the agreed client format and submitted back to the client using an agreed data transfer methodology.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All documents are checked using Accessibility Checker to ensure we can provide accessible versions of the document. Tags are included within each PDF and we are also able to provide large text versions and where possible use appropriate diagrams.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Currently the service is the same on both mobile and desktop devices. A specific mobile interface may be developed later.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Users can submit documents to print via the API and users can retrieve documents from our document management system to view in their own systems via the API.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The core application behind the service is a workflow engine that manages automated rule-based processes. Prime Document will configure the workflow against the agreed requirement and this can include customer selectable options and customer branding.

Scaling

• Independence of resources: Our infrastructure is cloud based, proven, robust and infinitely scalable to ensure speed and capacity are always available. Load balancing prevents any single server from becoming a bottleneck and ensures that multiple users do not affect the service for other users. Two x 1GB private links in/out of our business provide ample band width for the transfer of data/documents including those with a high file size such as PDFs containing images. From a production perspective we have redundant capacity to handle any unscheduled spikes in volume to maintain our SLAs.

Analytics

• Service usage metrics: Yes
• Metrics types: Prime Document has a comprehensive reporting suite to provide detailed Management Information. This allows the buyer to have visibility of all work commissioned at each stage of the processing lifecycle, providing assurance SLAs are being met and the services are running as expected. Information is backed up by a comprehensive monthly MI pack and gives clear sight of Prime Documents performance against agreed SLAs. It also includes an issues management log and key volumes analysis to ensure buyer's are using the most cost effective service.
• 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: 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: 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: Files can be downloaded directly from the web portal either individually or in bulk.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF format
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Word
  • PDF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Our SFTP software is hosted in an off-site, secure cloud environment delivering the strongest levels of encryption of any file transfer client on the market: industry-leading 256-bit AES encryption and FIPS 140-2 validated cryptography secures files during transfers over SSL/FTPS and SSH/SFTP protocols.
• Data protection within supplier network: Other
• Other protection within supplier network: Prime Documents internal network is physically separate from the system. Customer data on this LAN is not accessible from the Internet.

Availability and resilience

• Guaranteed availability: The availability of our system is 99.95% and includes a full DR capability. Based on this, we agree individual SLAs and service credits with each customer.
• Approach to resilience: The system resides in two geographically separate data centres, one providing Disaster Recovery (DR). All data is copied to the DR site before processing and the two systems are synchronised multiple times each day.
• Outage reporting: We will notify users of planned outages via the web portal and email, together with the reason and impact. Unplanned outages will be notified via email with details of the failure, corrective action and impact.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Each user, or group of users, has a comprehensive set of access controls which limits what can be viewed down to individual documents, and what functions are made available. For example, if a user does not have authority to email a document, then this function is completely missing from their portal screen.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: 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: ISO/IEC 27001
• Information security policies and processes: Prime Document is accredited to ISO 27001 and is Cyber Essentials Plus certified. We have instigated policies and procedures to comply with these standards. Regular audits and non-conformance reviews are carried out and reported to the Managing Director.; ; Prime Document approaches information security governance in the strongest of manners. We have a Data Protection Officer to ensure we are always up to date with the latest requirements for GDPR and all aspects of data security in our business. Our Operations Director monitors that all processes are being followed, and in line with the ISO accreditations we hold. Internal refresher training is provided for our staff and any non-conformances logged and addressed immediately.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are documented and signed off by all stake holders prior to any work being started.; ; The change is then developed in Prime Document's separate development/test environment and subject to User Acceptance Testing (UAT) before being submitted to the change board for approval to promote to production.; ; Version control is applied to the production environment with all changes logged and records kept.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Prime Document will apply patches via the change control process promptly. The Operations Director oversees and is responsible for the patch process and monitoring potential threats. They achieve the latter in conjunction with the data centre hosting providers who manage IG Soc and N3 secure services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: • Our internet facing servers sit within a DMZ and are behind firewalls.; • The DZM UTM firewalls automatically perform advanced security; filtering across multiple attack vectors (URL, Application, IPS, Zero; Day).; • If an issue is flagged a ticket is automatically raised; • This service runs 24\7\365; • Any issue raised is assigned the relevant priority.; • As monitoring is automated, any issues detected immediately raises a; ticket.; • Based on the priority that has been assigned the response time\update; times would vary in line with the contractually agreed incident; management SLA’s.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Management is defined within our policy document POL033 - Security Incident Reporting Policy V6.1 and details the process for managing an incident within our business. The system is managed in accordance with ITIL V3, including the incident management process.; All incidents are reported, logged and actioned according to the Priority Level assigned to the incident with a P1 being the most serious and requiring immediate attention. With a P4 being less serious and minimal impact to our business.; ; Quarterly reviews between Prime Document and the data centre hosting services provider review the incident log and verify corrective action.
• 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: Yes
• Free trial available: Yes
• Description of free trial: Once a prospective buyer has received a demo of our Hybrid Mail solution we will provide them with a free to use demo site, which will give them a full suite of products to trial to make an informed decision without the risk of any physical documents being sent out.

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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Thursday 22 September 2016
• What the ISO/IEC 27001 doesn’t cover: As far as we are aware our certification covers all requirements relating to the provision of document and communications business process outsourcing for customers using postal and digital delivery channels, supporting various markets including government and regulated private sector.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Monday 8 May 2006
• What the ISO 9001 doesn’t cover: As far as we are aware our certification covers all requirements relating to the provision of document and communications business process outsourcing for customers using postal and digital delivery channels, supporting various markets including government and regulated private sector.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 2dd52590-0fcb-4643-8d60-1e13c0d41ec7
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8739972c-fa13-476f-9592-e722bdc7fe50
• Other security certifications: Yes
• Any other security certifications: ISO 22301 - Business Continuity Management

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 report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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 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
    • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

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

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

    • 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

  • 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
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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 issues relating to entering the contract workforce

  • 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
    • 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 info@primedoc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.