CHARTERHOUSE VOICE & DATA LIMITED

8x8 CX (Customer Experience) Platform

The 8x8 Platform for CX brings unified communications and contact centre services together on a single cloud platform. It supports consistent, context-rich interactions across voice and digital channels, improves collaboration between teams and reduces operational complexity. A single security framework and 99.999% uptime SLA provide assurance for critical public services.

Features

• Cloud platform combining voice, video, messaging and contact centre services.
• Consistent security controls applied across UC and contact centre services.
• End-to-end visibility across interactions, channels, teams and handoffs.
• Interaction context automatically follows enquiries between users and teams.
• Secure integration with systems commonly used across the public sector.
• Enterprise voice and contact centre capabilities embedded within Teams.
• Intent detection and automation across voice and digital channels.
• Single interface for managing users, services and configuration.
• Real-time and historical performance reporting across UC and CC.
• Contractual availability covering all communications services on the platform.

Benefits

• Fewer systems to manage across departments and service areas.
• Staff have full interaction history to handle enquiries with context.
• Citizens avoid re-explaining issues when enquiries move between teams.
• Integrations maximise value from CRM and other existing business systems.
• Intuitive UX and Microsoft Teams integration reduce resistance to change
• Standardise processes across UC and CC teams and channels.
• Supports diverse user needs across multiple channels and languages.
• Accurate data supports operational decisions and statutory reporting.
• Automation and intelligent routing reduce pressure on frontline teams.
• Centralised management simplifies ongoing administration.

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

Framework

G-Cloud 15

Service ID

611568752271443

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: 8x8 CX is intended as a complete, single-sourced cloud communications platform, but can also be used to extend existing communications services and integrate with third-party applications, including CRM systems and its CPaaS capabilities for proactive outreach services.
• Cloud deployment model: Public cloud
• Service constraints: The services delivered via the 8x8 CX platform are designed for scalability, reliability, security, global reach, and sustainability. This includes a 99.999% financially-backed SLA for end-to-end services availability. Successful implementation, operation, and ongoing management require adherence to technical prerequisites, especially regarding local network connectivity and compliance with voice over IP regulations and carrier interconnection. Planned maintenance by 8x8 is performed without disrupting customer operations. Customer-facing aspects, such as portals and user interfaces, are upgraded at the convenience of the customer, while non-facing elements are upgraded seamlessly without interrupting service continuity.
• System requirements:
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS)
  • Data centre network addresses (IP number whitelist)
  • Supported third-party endpoints (e.g. desk phones)
  • User device hardware prerequisites for 8x8 applications
  • User device software prerequisites for 8x8 applications
  • Browser prerequisites for user, supervisor and admin portals
  • Stable internet connectivity with low latency and jitter
  • Supported modern browser versions kept up to date

User support

• Email or online ticketing support: Yes
• Support response times: The UK-based Technical Support team at 8x8 has a target response time to Critical and High priority issues within 30-minutes and to Medium and Low priority issues within two hours. Customer and technical support teams operate 25x5x365-day for handling emails and phone calls. 24x7x365-day support coverage for Critical and High priority issues handled through our global support centres across the globe, to maintain service levels.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: "8x8 is committed to building inclusive communication solutions by aligning its product development with internationally recognised accessibility standards. While specific testing details may not be publicly disclosed for all features, 8x8 states its dedication to supporting users with disabilities across its platforms, including voice, chat, meetings, and collaboration tools.; ; Accessibility testing at 8x8 includes a combination of automated compliance checks, such as those aligned with the Web Content Accessibility Guidelines (WCAG) 2.1, and internal usability reviews. Products are designed to support keyboard navigation, screen readers, appropriate colour contrast, and other assistive technology requirements. Regular audits are conducted to identify barriers that may affect users with visual, hearing, cognitive, or mobility impairments.; ; 8x8 encourages feedback from customers and partners to continually improve accessibility. This customer-centred approach helps ensure that new features and updates are usable by everyone. For organisations operating in regulated sectors or prioritising inclusivity, 8x8’s adherence to accessibility principles supports compliance and enhances user experience.; ; Although formal user testing sessions with assistive technology users have not been extensively documented, 8x8 maintains an accessibility roadmap and is responsive to evolving standards and community needs. Its aim is to deliver equitable digital communication experiences across all touchpoints."
• Onsite support: Yes, at extra cost
• Support levels: "8x8 provides three support tiers tailored to meet the diverse needs of our customer base. Standard support caters to smaller clients, while Premium is geared towards mid-market and enterprise customers. The optional Enterprise level offers enhanced services. Premium and Enterprise packages include 24/7x365 support, live web chat interaction, and service from our Premium Team.; ; The Enterprise Support Experience program delivers superior technical assistance to 8x8's strategic customers. Our seasoned technical experts, with extensive product-specific knowledge and industry experience, lead this program. The Enterprise support package includes:; - Enterprise Support: our globally distributed team of hand-picked product support engineers dedicated to quickly managing and resolving Enterprise customer issues.; - Senior Enterprise Support Engineers: our highly trained 8x8 product support engineers that manage and resolve complex technical support issues for their assigned Enterprise customers.; - Technical Account Managers (TAMs): TAM's bring extensive UCaaS/CCaaS industry expertise to the Enterprise program. They provide strategic and tactical technical consultation to the Enterprise customers, acting as customer champions during technical crises.; ; Customers with Standard or Premium support can opt for TAM services at an additional cost."
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: "Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Services teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PMI methodology and PRINCE2 principles, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.; ; Project stages include:; 1. Project kick-off: Introducing the team, explaining the process, and setting deliverables and timelines.; 2. Solution design (discovery): Assessing network, collecting user profiles, call flow details, and other requirements, including number porting prep.; 3. System configuration and admin training: Configuring the system, providing admin training, and activating phones.; 4. System test and user training: Testing and providing training materials for end-users.; 5. Go-Live: Making the system operational by forwarding calls.; 6. Number porting: Transferring current numbers to our system.; 7. BCD sign-off: Officially approving the Build Capture Document.; 8. Transition to support: Ensuring smooth operations post-implementation, with ongoing support as outlined in our agreement."
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: "Data within 8x8 systems is automatically deleted within 24 hours of the contract's expiration. Customers must utilise the built-in product features or APIs to export necessary data elements before contract expiry to prevent data loss. Failure to do so renders the data irretrievable. Additional fees apply if data retrieval is requested beyond contract termination.; ; For Contact Centres:; - VCC CRM Data: Customers utilise the 8x8 Case and Contact Management API for email attachments.; - VCC Analytics: Customers access and download reports.; - Quality Management/Speech Analytics: Customers are responsible for downloading reports and related data.; - Call Recordings: Accessible via VCCs SFTP server.; ; For Back Office:; - Numbers Report: Admins generate PBX number lists.; - User Report: Admins create user reports for service setup.; - Device Report: Customers generate usage and assignment reports.; - Sites and Site Addresses: Admins access setup and physical address details.; - Call Recordings: Admins access current and archived call recordings.; - Work Groups: Admins view configurations, with detailed reports available on request.; - Auto-Attendants: Admins access lists of numbers and assignments.; - Contact Directory: Admins generate .csv format contacts reports.; - Analytics for 8x8 Work: Users with appropriate licences generate and download CDR records."
• End-of-contract process: "8x8 is delivered as a self-service platform, enabling customers to administer and manage their services directly. At the end of the contract term, 8x8 will follow its exit management methodology to support an orderly and secure transition of services to an alternative supplier or back to the Buyer. In line with the contract terms, 8x8 can provide reasonable assistance as required, including an agreed transition plan with timelines and deliverables, knowledge transfer, continuity support to minimise disruption, and the provision of relevant documentation/runbooks and handover support (including training where required).; ; Upon the expiration of the contract, all data within the 8x8 platform is processed for deletion and will be deleted within 60 days of contract expiry. Customers are responsible for extracting any data from 8x8 products using the provided tools and APIs prior to the contract expiring; however, 8x8 can provide support and guidance to assist with data export and transition activities where required. Upon the contract expiring, any customer data remaining on the platform shall not be accessible and/or recoverable. Please refer to our exit management provision in our service description for more information."
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: "8x8 provides onboarding and offboarding documentation through its online support resources and developer documentation. Most guidance materials are delivered in web-based (HTML) format, enabling users to access content using standard browser accessibility features such as keyboard navigation, browser zoom and screen magnification, and screen reader support (depending on the user’s device and configuration). Supplementary reference materials may also be provided as downloadable files.; ; Onboarding documentation includes guidance for service setup and configuration, administration tasks, and end-user enablement. Offboarding documentation includes guidance on data export and steps to support service decommissioning and transition activities.; ; 8x8 aims to present documentation in a clear and consistent structure using headings, labelled sections and step-by-step instructions to support readability and usability for all users, including those using assistive technologies. Where customers identify accessibility barriers or require content in an alternative format, 8x8 can provide support via standard support channels and will consider feedback as part of ongoing documentation improvement."

Using the service

• Web browser interface: Yes
• Supported browsers: Microsoft Edge
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences in features between 8x8 Work Desktop and 8x8 Work Mobile.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: 8x8’s application features two primary browser-based interfaces for service and administration. The Admin Console empowers customers to manage PBX features like users, hunt groups, and auto attendants. Configuration Manager serves as the platform for administering Contact Centre elements, including call flows, agent skills, omnichannel settings, and service levels.
• Accessibility standards: None or don’t know
• Description of accessibility: The service can be accessed using standard web browsers and supports commonly available operating system accessibility features such as keyboard navigation, browser zoom and screen magnification. Users may also use assistive technologies such as screen readers depending on their device and browser configuration.; ; The service interface is not fully WCAG compliant, some interface components may present accessibility limitations for users who rely on assistive technology i.e certain administrative workflows may require additional mouse interaction. Some users may not be able to complete all configuration tasks independently using assistive technology alone.
• Accessibility testing: "8x8 incorporates accessibility considerations into its product development and validation activities. Testing includes functional checks of keyboard operability, browser zoom and scaling behaviour, and compatibility considerations for assistive technologies within common browser and operating system environments.; ; 8x8 also reviews accessibility-related feedback and reported usability barriers as part of ongoing service improvement. Where issues are identified, 8x8 investigates the root cause and uses findings to inform remediation and future enhancements.; ; While 8x8 has not completed formal usability testing of the service interface with end users who rely on assistive technology as part of a certified accessibility conformance programme, 8x8 can engage with customers to understand specific assistive technology requirements (for example, screen reader and browser combinations) and support validation of changes where required."
• API: Yes
• What users can and can't do using the API: "8x8 provides API access across its services, including 8x8 Work (UCaaS), 8x8 Meet, 8x8 Contact Centre (CCaaS) and supported integrations (e.g., identity providers and CRM systems). APIs enable customers and partners to integrate voice, messaging, meetings and contact centre capabilities into business applications and workflows. APIs are available via the 8x8 Developer Portal.; ; Using the API, users can automate service setup and ongoing administration such as user provisioning, identity and authentication configuration, licence assignment, feature enablement, and retrieval of analytics and reporting data. Typical API use cases include synchronising users from an IdP, integrating communications into CRM workflows, automating reporting, and enabling real-time dashboards.; ; Users can make changes through the API including updating user attributes (e.g., name, email and department), enabling/disabling supported features, and managing supported provisioning and integration settings.; ; Limitations depend on the specific API and permissions. Some actions may be restricted by role-based access controls, certain attributes may not be synchronised, and some delete or irreversible actions may not be supported. API use may also require compatible environments (e.g., TLS 1.2+)."
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: "8x8’s CX solution is highly adaptable to meet the specific needs of each customer. For example, individual requirements for Contact Centre operations - such as routing voice, chat, email, digital bot, or voice bot contacts, defining agent skill levels, determining in-queue treatments for end customers, and configuring real-time and historical reporting - are accommodated seamlessly. ; ; Additionally, customisation extends to integration needs, whether for standard integrations or applications unique to a customer’s business. In Unified Communications (UC), customers can integrate 8x8’s capabilities into platforms such as MS Teams. Each user can have a tailored persona, ensuring their unique UC needs are addressed. For instance, users may opt for call recording or need to participate in hunt groups. Therefore, our solutions is customisable to meet the communications requirements of each customer."

Scaling

• Independence of resources: 8x8's cloud-based communication services offer unparalleled scalability, anticipating resource needs for deployment and growth. Our technology scales horizontally, unconstrained by limited resources, and leverages ML and AI algorithms to forecast bandwidth, carrier access, and hardware requirements. Systems automatically adjust resources based on load, with rigorous review by our architecture team to ensure reliability, availability, and security. Dedicated quality assurance teams conduct thorough testing against replica production platforms to uphold 8x8 standards, including load testing. This approach ensures seamless scalability and robust performance, guaranteeing our ability to support both existing and new customers effectively.

Analytics

• Service usage metrics: Yes
• Metrics types: 8x8 provides detailed usage and performance metrics across voice, video, chat, email, and AI interactions. Customers access real-time and historical data via tools such as 8x8 Analytics, Quality Management, and Work Analytics. Metrics include call volume, duration, agent performance, queue times, customer sentiment, and network quality indicators (MOS, jitter, latency). Customisable reports and dashboards allow users to visualise KPIs and export data in CSV, XLS, or PDF. This empowers administrators and supervisors to monitor service effectiveness, optimise operations, and support compliance.
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 8x8,

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• 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 importing and exporting

• Data export approach: 8x8's Analytics applications enable users to export data in CSV, XLS, or PDF formats directly from our native interfaces. Additionally, 8x8 offers APIs that allow querying databases to retrieve reporting data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats: Other
• Other data import formats: There is no import capability

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: There are no network-network connections. All data traversing between the networks terminates on 8x8 provided applications and is protected in transit by TLS1.2 Any UI (other than 8x8's public web pages) or API endpoint accessed by customers requires authentication and authorisation.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We strive to maintain our services available to customers 24x7 and offer a Service Level Agreement (SLA) covering system availability and call quality. 8x8 ensures a consistent and reliable end-user experience through a highly available architecture supported by a platform-wide uptime SLA of 99.999%. All service availability calculations and determinations are based on 8x8's records and data. We make commercially reasonable efforts to respond to Unplanned Service Interruptions reported through any of 8x8's Customer Support channels, 24x7. To qualify for Service Credits, customers must notify 8x8 within 30-days from the time they become eligible. Failure to comply with this requirement forfeits the customer's right to receive a Service Credit. Service Credits will be issued on the 8x8 invoice for the period following the customer's request, except in the customer's final month of the Term, in which case the Service Credit refund will be mailed to the customer.
• Approach to resilience: A dedicated Architecture team conducts thorough reviews of all significant changes to service definitions and products before their release, as part of 8x8's New Product Introduction (NPI) process. This review involves scrutinising design and implementation to identify potential service risks. System components undergo systematic evaluation and risk assessment using the "Failure Mode and Effects Analysis" methodology. Risks are scored based on factors such as methods of failure detection, automation of failover, failover duration, severity of failure impact, and likelihood of occurrence. If a component or system poses an unacceptable risk, the proposed solution is rejected, and engineers are tasked with refining the solution or providing mitigations. Mitigations may include implementing faster detection methods, adding redundancy, reducing recovery times, or making lower-level software changes to enhance resilience against failure modes.
• Outage reporting: "The 8x8 Security Information and Event Management (SIEM) team as well as our Network Operations Center (NOC) work together to provide management alerts should any service affecting, or security incident occur. The management alerts are sent via dedicated messaging channels to responsible individuals around the world and include an audio conference bridge. The support organization has a dissemination process for reporting to customers utilizing a web-based Support Portal. Updates are as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued if nothing changes by that time. Desktop exercises are conducted at least annually to test the incident response policy and processes which includes senior stakeholders in the business.; ; In cases where multiple customers are affected, a Master ticket is generated, and all customer portals are automatically updated with relevant information from the Master ticket. Updates to the Master ticket are made as events occur, with multiple changes consolidated into single updates when necessary. Each update message specifies when the next update will be issued, if there are no changes in the interim."

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: 8x8 enforces strong access controls ensuring that all staff have unique user IDs with strong passwords following the latest NIST guidelines. Multi-Factor Authentication is enforced for all access utilizing a well know SSO provider. All 8x8 employee access is logged, together with IPs, and is monitored by both IT and Security Information and Event Management (SIEM) teams.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

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 have access to real-time audit information
• 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
  • Other
• Other security governance standards: FISMA/NIST, SOC2, HIPAA, HITRUST, ISO27001, ISO 27017, ISO 27018, ISO9001 + ISO 14001 in the UK, CPNI, UK Govt Cyber Essentials, PCI-DSS SAQ D.
• Information security policies and processes: "8x8 adhered to a comprehensive set of policies, standards, and procedures that are in line with the NIST framework. The Chief Information Security Officer (CISO) and their team are responsible for establishing security policies and standards. The Product group, led by Chief Product Officer (CPO), is tasked with executing these policies, developing associated processes, and implementing necessary systems. This group oversees product, project, engineering, operations, and quality assurance teams.; ; 8x8's security team conducts a formal review annually of all 8x8 security policies. Reviewers of the policies include the security team, subject matter experts, and the 8x8 executive staff. The goal of these reviews is to determine the accuracy and relevance of each security policy and to align on what updates are needed, if any."
• 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: Changes to an IT environment are the biggest cause of future incidents or service degredation. 8x8's detailed Change Management process assesses the risk of changes and ensures a forward schedule of change is published to the service desk to ensure changes are communicated and carried out successfully. All changes that carry a risk are fully agreed and approved by the relevant manager before being considered for implementation. For customer specific projects, 8x8 implements a change control process which ensures that each change proposed during a project is properly defined, considered and approved before implementation. This ensures services are not disrupted.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The vulnerability management program is owned by the 8x8 CISO and operated by the Security Operations team. Vulnerabilities identified internally, via the 8x8 bounty program, or via responsible disclosure, have tickets created which are prioritised based on criticality. DAST and SAST tools are used by the internal team.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: 8x8 employs monitoring systems used by Security Information and Event Management (SIEM), Network Operations Centre (NOC) and engineering teams to manage services. Monitoring spans low-level device events and application logs, providing performance and anonymised usage data. Security controls, including firewalls, intrusion detection systems (IDS) and identity management (IDM), feed into the global SIEM to detect unusual activity and security issues. Logs and events feed into redundant service performance monitoring systems that track network, storage and processing health. Engineering teams use AI/ML predictive thresholds to monitor 1,000 microservices and report to senior management to address concerns and prevent future issues.
• 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: The 8x8 Security Information and Event Management (SIEM) team and Network Operations Centre (NOC) work together to provide management alerts for service-affecting or security incidents. Alerts are sent via dedicated messaging channels to responsible individuals globally and include an audio conference bridge. The support organisation follows a defined dissemination process for customer communications via a web-based Support Portal. Updates are issued as events occur, consolidated where appropriate, and state when the next update will be provided if no change occurs. Desktop exercises are conducted at least annually to test incident response policies and processes, involving senior business stakeholders.
• 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: No
• Free trial available: Yes
• Description of free trial: 8x8 can undertake to provide a structured and controlled formal Proof of Concept (PoC). This would be on a trial basis, which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 15 September 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 15 September 2021
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1262dde2-a549-4219-84b1-37a198214f7a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Df7e6f59-c464-4b18-a1d5-e04189e9309d
• Other security certifications: Yes
• Any other security certifications: NHS Data Security & Protection Toolkit

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

    • 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
    • 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
    • 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.

  • 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

  • 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
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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

  • 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

  • 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 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
    • 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
    • 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.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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