ENTSERV UK LIMITED

DXC Technology - Cloud Contact Centre

DXC‘s Cloud Contact Center (CCC) provides a suite of end-to-end contact center technology solutions that promote growth, increase profitability and efficiency, and deliver data-driven customer engagement that helps organizations offer a differentiated experience.

Features

• CCC is highly available Telephony, Omnichannel cloud platform
• Dedicated instances are configured to customer requirements
• Run support provided by DXC -AWS teams
• CCC hosts 400+ clients globally.
• Omnichannel enablement, Generative AI agent Assist
• Workforce management, Digital agents, AI analytics, Automations

Benefits

• 20-30% reduction in cost to serve
• 15%+ Digital deflection
• 95%+ CSAT
• 7-10% AI productivity improvement
• 5% productivity improvement via automation
• 100% quality and compliance

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 richard.eckersley2@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

598193748673763

Contact

Richard Eckersley
+447825113627
richard.eckersley2@dxc.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Amazon Connect, Verint Workforce Management
• Cloud deployment model: Hybrid cloud
• Service constraints: No Specific Constraints. Agents will need a device to access Amazon connect agent desktop (Laptop, Mobile etc.). Please see the link for workstation requirements to access Amazon Connect -> https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html
• System requirements: See https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html

User support

• Email or online ticketing support: Yes
• Support response times: Response time: P1-20 minutes, P2-30 minutes, P3-4 hours, P4-10 hours; Update Frequency: P1-30 minutes, P2-60 minutes; Resolution Time: P1-4 hours, P2-8 hours, P3-24 hours, P4-5 days; ; These response times remain the same at weekends
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: Amazon Connect has undergone extensive accessibility testing with assistive technology users to ensure WCAG 2.2 compliance. Our web chat interface has been tested with leading screen readers including JAWS, NVDA, and VoiceOver across multiple browsers. Testing included users with visual impairments navigating chat conversations, accessing chat history, and utilizing features such as file sharing and quick replies. We've validated keyboard navigation, focus management, and proper ARIA labeling throughout the chat experience. Our testing methodology involves both automated accessibility scanning tools and manual testing with actual assistive technology users to ensure real-world usability. Continuous improvements are made based on user feedback to maintain high accessibility standards across all chat features.
• Onsite support: Yes, at extra cost
• Support levels: DXC will provide support via a leveraged team based on the following Service Levels.; Response time: P1-20 minutes, P2-30 minutes, P3-4 hours, P4-10 hours; Update Frequency: P1-30 minutes, P2-60 minutes; ; Resolution Time: P1-4 hours, P2-8 hours, P3-24 hours, P4-5 days. ; ; CCC license per seat cost include the above support.; ; Support is provided by a leveraged team that may include Technical Account Manager and or Cloud Support Engineer roles.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: DXC will provide training through onsite and/or online train-the-trainer sessions. DXC will also provide documentation describing the specific customisation/configuration options. Core Amazon connect documentation is available on Amazon connect public web pages.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is available on AWS cloud instance provisioned specifically for a client and is easily extractable by users into formats as per user specification at the end of the contract.
• End-of-contract process: Typically, our contracts include an offboarding component included and priced. This includes handover of data and documentation to the client and a pre-estimated amount of training for the client/client's new vendors. Any other specific requirement by the client will be priced separately.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: CCC administration Console & Agent Workspace are configurable interfaces accessed via a browser. The console provides access to business users such as, administrators, quality analysts, workforce managers and reporting specialists.; The agent workspace typically includes sections for call control (softphone), caller identification, interaction history, agent assist, Case history, buttons for opening cases/additional caller details etc.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: Amazon Connect has undergone extensive accessibility testing with assistive technology users to ensure WCAG 2.2 compliance. Our web chat interface has been tested with leading screen readers including JAWS, NVDA, and VoiceOver across multiple browsers. Testing included users with visual impairments navigating chat conversations, accessing chat history, and utilizing features such as file sharing and quick replies. We've validated keyboard navigation, focus management, and proper ARIA labeling throughout the chat experience. Our testing methodology involves both automated accessibility scanning tools and manual testing with actual assistive technology users to ensure real-world usability. Continuous improvements are made based on user feedback to maintain high accessibility standards across all chat features.
• API: Yes
• What users can and can't do using the API: Amazon Connect offers a comprehensive suite of APIs for managing all aspects of a cloud contact center, accessible via the AWS SDKs, CLI, or HTTPS.; Key API categories include:; Core Service APIs: These manage essential contact center components.; Management: Creating, deleting, describing, and updating instances, users, security profiles, and routing assets (flows, queues, quick connects).; Operations: Initiating and managing contacts (voice, chat, task), controlling call recordings, and transferring contacts.; Analytics: Retrieving real-time and historical performance metrics.; Integration: Connecting external resources like Lambda, Lex bots, and third-party applications.; Specialized APIs: These extend specific functionality:; Streams API: A JavaScript interface for embedding the Contact Control Panel (CCP) into custom web applications.; Participant Service API: Manages connections and interactions (messages, attachments) for ongoing chats and calls.; Outbound Campaigns API: Used for high-volume, automated outbound communication efforts.; Customer Profiles API: Manages and retrieves unified customer data.; Cases API: Manages customer case workflows and information.; Contact Lens API: Accesses real-time and post-call analytics and conversation segments.; These APIs enable full programmatic control and deep integration of Amazon Connect into existing business systems.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: CCC is a highly configurable and customisable platform. Agent desktop, IVR, Agent assist, Cases, Caller identification, Caller history etc. are all mostly configurable. Any requirement that is not natively configurable can be customised programatically.

Scaling

• Independence of resources: The foundational technology of CCC is Amazon Connect. Amazon Connect is a cloud hosted, serverless, call flow as code and certified by AWS well architected framework. There is no fixed limit on the number of users who can use Amazon Connect, as the service is designed to scale automatically to meet demand. Service degradation is avoided through automatic scaling and adjustable service quotas.

Analytics

• Service usage metrics: Yes
• Metrics types: Calls Offered, Calls Handled, Calls within 20s SLA, Outbound Calls, Total Calls Abandoned, Max In Queue Time; ASA, AHT, AVG Talk Time, AVG On-Hold Time, AVG ACW Time, AVG ABN Time-All ; Agent Metrics ; First Call Resolution (FCR), Agent answer rate, Agent idle time, Agent on contact time, Non-Productive Time, Occupancy, Training time, Meeting time, Quality Assurance time, Email Processing time, Mentoring time, Personal Time time, Average after contact work time, Average customer hold time, Average handle time, Contacts handled; Forecasting & Scheduling ; Contact Volume Demand Forecast Accuracy, Staffing Demand Forecast Accuracy, Attrition Rate, Absenteeism Rate, Training - Quality New CSS
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: AWS, Verint

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users must export data following strict security and compliance guidelines. First, they must obtain proper authorization and ensure the data is classified according to applicable Information Security Policies. Use only approved tools and secure channels, such as encrypted VPN connections. Data must be encrypted using approved standards (e.g., AES-256) both in transit and at rest. Common formats include CSV, XML, JSON, or encrypted ZIP archives. All exports must be logged for audit purposes and comply with regulatory requirements. Sensitive or restricted data requires additional checks before transfer. Unauthorized methods or personal devices are strictly prohibited.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Amazon connect availability SLA/credits etc. are described here -> https://aws.amazon.com/connect/sla/ .
• Approach to resilience: Amazon Connect is built on AWS’s global infrastructure, leveraging multiple Regions and Availability Zones (AZs) for high availability and fault tolerance. Each AZ consists of one or more discrete data centers with redundant power, networking, and connectivity, physically separated by miles to minimize risks from localized failures such as power outages or natural disasters. These AZs are interconnected with low-latency, high-throughput, and highly redundant networking, enabling them to function as a single logical data center.; The platform integrates multiple Tier-1 carriers and elastic, scalable Session Border Controllers (SBCs) to ensure seamless connectivity and dynamic traffic handling. AWS data centers are designed with significant excess bandwidth, providing capacity to absorb additional load during disruptions without impacting performance.; This architecture ensures resilience, scalability, and uninterrupted service delivery. For DXC, this design has enabled consistent performance and zero disruption, even during peak demand periods for CCC’s clients. By combining AWS’s robust infrastructure with Amazon Connect’s elastic capabilities, DXC delivers a highly reliable, fault-tolerant solution that meets stringent business continuity and customer experience requirements.
• Outage reporting: Service outages are published via email by DXC to the client.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Users are assigned configurable roles. Role based authentication is used to restrict access for the entire environment including management interfaces and support channels.
• Access restriction testing frequency: At least once a year
• 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 receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: DXC follows a comprehensive Global Cyber Security (GCS) framework aligned with NIST, ISO, and industry best practices. Key policies include Acceptable Use, Identity and Access Control, Encryption, Logging and Monitoring, Incident Reporting, Risk Management, and Technical Vulnerability Management. These govern confidentiality, integrity, and availability of information assets, covering access control, endpoint protection, disaster recovery, and third-party risk management.; Reporting Structure; The Board of Directors oversees cybersecurity strategy. The CEO ensures alignment with business objectives. The Global Chief Information Security Officer (GCISO) leads the GCS program, supported by the Security Steering Committee and Global Cyber Security Directors/Managers. IT System Administrators implement controls, while employees and third parties safeguard data and report incidents.; Ensuring Compliance; Policies are reviewed annually by Global Cyber Security, with input from IT, Legal, HR, and the Security Steering Committee. Compliance is enforced through mandatory training, monitoring, audits, and disciplinary measures for violations. Exceptions require written approval from the GCISO. Continuous improvement and awareness programs ensure adherence and readiness against emerging threats.
• 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: DXC Change Management, part of ITSM and based on ITIL V4, governs all production changes through an authorized Change Record (CR). Each Request for Change (RfC) includes scope, affected Configuration Items (CIs), change window, and detailed plans for testing, implementation, validation, and rollback. Changes are reviewed and approved in CAB/TAB meetings by stakeholders. Security risks are assessed by SMEs (e.g., network, CloudOps) to ensure proper testing and mitigation. Audit trails and closure steps complete the process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We continuously monitor trusted sources such as technology vendors, security advisories, and threat intelligence feeds for potential vulnerabilities. Risks are assessed based on environmental and business impact, focusing on Covered DXC Information Systems. Vulnerability scans are performed regularly, and findings are reported to system owners for remediation. Patches and fixes are prioritized by severity and deployed promptly—critical vulnerabilities within defined SLA timelines, often within 24–72 hours. Information sources include vendor notifications, NCSC guidance, and DXC Cyber Defense intelligence. Scorecards and metrics are provided to track remediation progress and support informed business decisions.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is integrated into RMADS during accreditation to detect attacks or abnormal behavior. We identify potential compromises by analyzing logs, network traffic, and user activity against defined usage scenarios and prohibited actions. Suspicious events trigger alerts for investigation. When a potential compromise is found, the incident is escalated to the security team for containment, root cause analysis, and remediation. Response follows NCSC guidance and DXC Cyber Defense protocols, ensuring compliance with WAN CoCo and UK Ops restrictions. Incidents are prioritized and addressed immediately, with critical issues responded to within minutes and others within defined SLA timelines.
• 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: Incident management is aligned with ITIl processes. ; Following are the key steps of our incident management process:; Service Disruption Identified, User informs DXC, Registration of incident in ticket management tool, Review Incident, First Level triage, Escalation to AWS, Resolve and update problem database if required, Resolve and inform client via email. Incident reports are provided, reviewed and discussed during service governance events at agreed and set intervals.
• 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: LRQA Ltd.
• ISO/IEC 27001 accreditation date: Tuesday 10 June 2025
• What the ISO/IEC 27001 doesn’t cover: None. All services Entserv UK offers under G-Cloud 15 are in scope of our ISO 27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA Ltd.
• ISO 9001 accreditation date: Wednesday 11 June 2025
• What the ISO 9001 doesn’t cover: None. All services Entserv UK offers under G-Cloud 15 are in scope of our ISO 9001 certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C884eddb-e45b-47cf-a7cf-dc3da4af1435
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 71a0fb97-216d-4781-914b-3aaf2455c8f2
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301 Business Continuity Management System
  • ISO 27701 Privacy Information Management System

Social value

• Section B - Commitment for Future: Delivery:

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

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

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

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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

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

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

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.eckersley2@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.