ROUTE 101 LIMITED

Cloud Contact Centre and Customer Experience Solutions, delivered by Route 101

Route 101 delivers customer experience solutions providing CCaaS and UC, voice and digital channels, IVR, workforce optimisation and workforce engagement, conversational AI, PCI-DSS compliance and DTMF masking. Integrates with Civica, NEC, Capita, Northgate, Microsoft Dynamics, Salesforce and ServiceNow, enabling secure payments, carrier-grade telephony, scalability and resilience.

Features

• Cloud Contact Centre as a Service CCaaS
• Unified Communications as a Service UCaaS
• UK-hosted, fully sovereign deployment option with UK employees
• Omnichannel voice, digital, messaging and case handling
• Conversational AI, virtual agents and natural language self-service
• Workforce management WFM, engagement WEM and quality management QM
• Interaction analytics, reporting and call recording
• PCI-DSS compliant payments with IVR and DTMF masking
• Carrier services including SIP channels, DDI and NGNs
• Microsoft Direct Routing and Operator Connect

Benefits

• Single platform for citizen contact, communications and payments
• Secure PCI-DSS compliant payments without exposing card data
• Reduces agent risk using DTMF masking and automation
• Improves citizen experience across service and payment journeys
• Reduces contact volumes through AI-driven self-service
• Supports secure remote and hybrid working models
• Scales reliably using active/active carrier-grade architecture
• Integrates seamlessly with public sector business systems
• Improves compliance audit outcomes and operational governance
• Enables data-driven service improvement and demand management

• 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 bidteam@route101.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

601297103843681

Contact

Route 101 Bid Team
03330 110 400
bidteam@route101.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Our software solutions are cloud-based and are not available for implementation in an on-premise environment. As such, they require a high speed internet connection for access, certain minimum specifications of the computer and browser, and depending on the solution, an end user device, e.g. agent headset.
• System requirements:
  • High speed Internet connection
  • Computer must meet minimum specifications for OS (Windows/Mac OSX)
  • Browser must be a stable release
  • Browser Configuration - Javascript must be enabled
  • Browser Configuration - Cookies must be enabled
  • Browser Configuration - local storage must be enabled
  • Browser Configuration - Security protocol TLS v1.2 or above

User support

• Email or online ticketing support: Yes
• Support response times: Between 24 x 7 and typical office hours, dependent on options selected and severity of issue.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide our own in-house implementation and support services from our teams of accredited engineers. We also have access to additional support from our vendor partners if required. Our support services range from 24 x 7 x 365 to a typical work week of 8.30 to 5.30, Monday to Friday, excluding Bank Holidays. We continue to proactively support our customers throughout the duration of the contract, helping them to optimise their software and their usage of it, in order to achieve their business goals. We provide either monthly or quarterly update and review sessions to help keep the service in good shape, to advise of any new releases and to review the service received. These sessions will typically be attended by account, service, technical or consultative personnel, depending on the focus of the particular session.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Route 101 has our own in-house expertise on the products we provide. We are a Certified Implementation Partner, Platinum Partner and winner of multiple Partner of the Year awards with NiCE; a Premier Partner, Premier Implementation Partner and winner of multiple Partner of the Year awards with Zendesk, Platinum Partner with Gamma, and leading partner with our other software partners.; We advocate a collaborative implementation process, meaning we implement together and train as we go, imparting practical knowledge throughout your business. This enhances your own ongoing self-sufficiency and reduces the dependency on a partner for additional costly training.; We will also design a bespoke training package to cover all the elements of the solution we provide. This package can either be delivered face to face in a classroom setting by our own trainers, or via webinar sessions. Classroom sessions are great for smaller groups such as a handful of designated train-the-trainers. Webinar sessions are better for a wider spread of learners or those based in different locations.; There are also additional training resources which are made available to all our customers on partner websites, such as demo sessions, self-service resources, webinar sessions, how-to videos, product manuals, and more.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: On contract expiry, customers can either extract required data themselves using REST APIs and CSV / XML functionality, or request assistance from Route 101 for an additional professional services charge, depending on quantity of data. In some cases, there will be a time limit by which the extraction needs to be completed before data will be erased, and this will be detailed in the contract.
• End-of-contract process: On termination or expiration of the contract, customer data will continue to be available to your account administrators, in some cases for a set time period, e.g. an additional 30 days after contract expiration. During this time, your data will be available to be exported by your admin team. If customers require assistance with data export, a charge may apply based on Route 101's published professional services rates.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile access is provided for some platform features via iOS and Android apps; desktop is accessed via web browser. Mobile provides functionality for agents on-the-go, such as performing core ticketing workflows in Zendesk and managing schedules and calendars in NiCE CXone WFM. Mobile does not have all the features of the desktop service e.g. admin / account setup, security configuration, customer satisfaction ratings and other non-mobile friendly features. Security and permissions are the same for mobile as desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: An example of a service interface within our portfolio is provided here: https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Support-agent-interface
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Many of our partners provide interface testing services for users of assistive technology as a standard part of their product development processes. In addition, Route 101 has worked with third parties on previous projects to offer this service and can facilitate this in future.
• API: Yes
• What users can and can't do using the API: The REST APIs available allow customers to interact with a variety of features and aspects of our software platforms. Customers can also use APIs to integrate third party platforms and enable data sharing, interaction routing, screen-pops of customer history and more effort-saving actions. The majority of the functionality available via user interfaces can be interacted with using APIs.; ; The API supports updates to tickets, users and other key data points. Customers can use various endpoints to make updates. In some cases, customers can use a reseller API to create accounts, or they can create an account on the web and then use the API. Users and agents can also be created via the API.; ; Full documentation, including the list of supported endpoints, is available in the API documentation for each platform, for example:; https://developer.zendesk.com/api-reference/; https://developer.niceincontact.com/API
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation within our portfolio varies across the platforms we provide. In a contact centre environment, such as NiCE CXone for example, agents can customise the user interface, the view and the location of certain features. There are customisable elements within the WFM user app relating to user schedules and calendars. Configuration of callflows and routing is also highly customisable, to include skill groups, languages, high profile customers, and many more configurable parameters.; ; In a customer engagement environment, such as Zendesk for example, areas of customisation include: (i) business processes and workflows, including Automations, Triggers, Macros; (ii) multi-channel capabilities, including self-service, email, chat, phone, social media; (iii) analytics; (iv) consumer / customer facing Help Centre functionality and user interface; (v) knowledge content management; (vi) native mobile apps; and (vii) Community. Additionally, Zendesk’s extensive SDK and API support allows more technical users to extend the power of the solution through the development of specific apps and integrations.; ; Other software platforms provide elements of customisation specific to the service they provide, including agent views, app usage and more.

Scaling

• Independence of resources: The cloud-based nature of our product portfolio means that we can offer dynamic scaling, elastic load-balancing and redundant architecture capabilities to maintain high-availability and handle heavy traffic. Any performance deviation crossing specified thresholds automatically alerts technical teams for instant action. This also eliminates single points of failure through server clustering and network redundancies.; Platform architecture allows our vendor partners to re-balance load across physical database clusters. Depending on demand, we can dedicate a single database cluster to a single customer, if required.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide pre-built real-time operational dashboards showing detailed contact centre metrics across our portfolio of products. These include agent states, detailed information about contacts, current queue information, WFO performance, skill monitoring, channel utilisation and more. We also provide utilisation reports to show how many agents are logged in to the platform throughout a given period.; ; Reports are permissions-based, so only authorised are displayed. Reports can be customised and real-time, historical, pre-built, and ad hoc options available.
• 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: NiCE, Zendesk, Gamma, Calabrio, AmazonConnect, Omilia, PolyAI, PCIPal, Sycurio, KeyIVR

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: 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 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
  • Scale, obfuscating techniques, or data storage sharding
• 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

Data importing and exporting

• Data export approach: Customers can either extract required data themselves using REST APIs and CSV / XML functionality, or request assistance from Route 101 for an additional professional services charge, depending on quantity of data. If this is done at contract expiry or termination, there may be a time limit by which the extraction needs to be completed before data will be erased, and this will be detailed in the contract.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Platform availability is one of the key metrics considered by Route 101 when bringing new technology vendors into our portfolio. Minimum availability across the portfolio is 99.9%, and in many cases this is greater at 99.99% or more.
• Approach to resilience: As a cloud systems integrator offering a portfolio of cloud technology platforms, resilience is a major factor in the viability of a platform and the decision we make about a long-term partnership. Due diligence relating to the robustness, resilience and availability of our partner platforms is a vital part of our supplier onboarding process. Software services provided by Route 101 are based on redundant architecture and distributed data centres to ensure survivability and immediate failover in the event of a downtime incident. This allows our platforms to continue to provide services seamlessly to our customers. Our partners operate geographically separate data centres around the world, running multiple, self-sustaining instances of their applications, and providing elastic capacity to accommodate flexible usage. Our partners are regularly and currently ranked amongst the leaders in their field by recognised industry analysts, which is testament to a number of factors, including platform resilience.
• Outage reporting: Route 101 reports outages to our customers in a proactive manner. These are managed by us, in conjunction with our technology partners, until resolution, with continued communication from us throughout. Outages are also reported by our partners in a variety of ways, such as social media communication and updates, and the provision of system status pages, which users of the software can visit at any time to access information on service health and availability. Route 101 will provide customer with access to all applicable websites.

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)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Additional authentication methods are available, including SSO, SAML, Active Directory SSO, configurable password requirements and IP restrictions.
• Access restrictions in management interfaces and support channels: Route 101 can help customers configure flexible assignment of permissions using roles-based access controls. This means that a hierarchy of system access can be created, or simply access to certain elements of the solution can be attributed to certain individuals. Such access would be password protected, or attributed to any SSO profile, meaning that users are only able to access the parts of the system that their role requires and that their profile allows. Roles are be centrally managed and can be created, amended and deleted, as required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Other standards that our partner portfolio complies with include SOC 2 Cyber Essentials, amongst others.
• Information security policies and processes: Route 101 has an ISO27001:2022 accredited Information Security Management System. The scope of the accreditation covers ‘the provision of tailored business communications, contact centre solutions and professional services’, which spans the entire remit of our software and service portfolio. We are also Cyber Essentials Plus accredited, as well as being subscribed to the National Cyber Security Centre's Early Warning service, which proactively alerts us to any malware communications, vulnerabilities or network abuse associated with any of our assets. We have a dedicated team responsible for information security and a clear reporting and management structure in place. As part of our supplier onboarding process, we ensure that all our technology partners have appropriate information security management, processes, policies and accreditations in place, and we can provide detailed information on each by request. Our partners manage information security in different ways, but as a minimum they offer full information security policy suites and associated documentation, a range of accreditations and certifications specific to each region, and dedicated management teams and reporting structures.
• 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: Route 101 and our vendor partners follow structured and documented change control procedures for all system / software configuration changes. This applies to all changes Route 101 are asked to perform by the customer and all changes relating to system upgrades, updates and fixes provided by the vendor. In all cases, changes are impact-assessed, scoped, reviewed by a CAB, agreed with all parties, tested, scheduled and deployed in a non-service affecting manner wherever possible. Changes are documented and recorded for auditing purposes.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our technology partners perform regular penetration tests and vulnerability scans to assess potential threats to their software platforms. Any vulnerabilities discovered are acted upon in accordance with a severity-based prioritisation process, which assesses impact and risk amongst other factors. Retests are performed to certify vulnerability remediation. Amongst other sources of security risk and vulnerability information, OWASP top risks are addressed and tested as part of design and quality assurance processes.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Route 101 subscribes to the National Cyber Security Centre's Early Warning service, meaning we will receive early notification of any vulnerabilities, malware or network abuse associated with any of our assets. Our technology partners have a range of approaches to identifying potential compromises, including code and network scans, penetration tests, proactive monitoring systems, bug bounty programmes, threat intelligence, quality assurance testing and more. Any compromises discovered are acted upon in accordance with a severity-based prioritisation process, which assesses impact and risk amongst other factors.
• 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: Route 101’s Service Desk is available 24x7x365 and is staffed by skilled engineers who manage your issue to resolution. We will keep you informed on the issue's progress and provide you access to an online portal to track developments. Should the issue require escalation, we have rapid and direct access to partners for prompt resolution. Issues can be reported by phone, email or online, and once resolved, we will conduct root cause analysis and provide an incident report detailing why an issue occurred and what will be done to prevent it reoccurring.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trial versions of the software provided by Route 101 are available from some of the vendors across our portfolio, including some elements of the Zendesk product suite, trial contact centre capabilities on NICE CXone, and more.
• Link to free trial: Example trial versions within our portfolio include: https://www.zendesk.co.uk/register/ and https://www.nice.com/lp/free-trial-signup

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 1%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

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: Wednesday 18 December 2024
• What the ISO/IEC 27001 doesn’t cover: The services in scope are: The provision of tailored business communications, contact centre solutions and professional services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Thursday 8 January 2026
• What the ISO 9001 doesn’t cover: The services in scope are: The provision of tailored business communications, contact centre solutions and professional services.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Thursday 27 March 2025
• What the PCI DSS doesn’t cover: Route 101 is a PCI DSS Validated Level 2 Third Party Service Provider (TPSP). This means Route 101 does not store, process, or transmit cardholder data within our own environment and we work with validated Level 1 PCI DSS compliant service providers. Route 101 maintains an Attestation of Compliance (AoC), which is externally supported and signed by the COO.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5f7473ca-c979-4874-b2fe-09812856020c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A8902aed-a2db-4450-84d7-7f918aab5da6
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301
  • ISO 42001

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
    • 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
    • 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

  • 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)
    • 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
    • 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 bidteam@route101.com. Tell them what format you need. It will help if you say what assistive technology you use.