QUADIENT UK LIMITED

Impress

Quadient Impress is a user-friendly, managed service for the production and delivery of external communications. Documents are received either singularly, via individual user, or as a batch feed from an organisations host system.
Once uploaded into Impress, automated workflows prepare documents for sending via post, email, SMS or web portal.

Features

• Hosted, scalable Portal supporting Physical & Digital Communication delivery
• Outsourced Hybrid Mail service
• Multi-Channel Output (Mail, SMS, Email, FAX, Archive)
• Version, Content and Template Control
• Fully automate communication production
• Validation and clean address data automatically when creating communications
• Merge and sort communications when producing communications
• Document enhancement and Template Library Control
• Secure production of your customer communications
• Personalised customer portal

Benefits

• Automation minimises manual document handling errors
• Improved customer experience from compliance and speed of delivery
• Shared media, library and templates ensures customers receive consistent messages
• Centralisation increases control over communications, archiving and document storage
• Reduce cost of customer communications
• Physical and Digital communication transformation
• Business rules improve workflow compliance aligned with GDPR regulations
• Support flexible and remote working
• Reduce late payments propensity
• Customer self service for copy invoices

• 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 bids.uk@quadient.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

615851656072953

Contact

Adam Smith
07725 826750
bids.uk@quadient.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document
  • Creative
• Multi cloud support: No

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: E-delivery; Digital archive; Template Management ; Document Composition
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Microsoft Windows Server
  • Microsoft Windows 11
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox

User support

• Email or online ticketing support: Yes
• Support response times: Same day. Weekdays only
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Accessibility Testing done by Supplier of web chat software using a professional testing agency
• Onsite support: Yes, at extra cost
• Support levels: The annual subscription to Quadient Impress entitles the customer to the support cover afforded by a standard QuadientCare Service Plan, which is described below.; ; Installation; ; Upon purchase of your software, we will contact you to arrange a convenient time for the software to be installed and commissioned within your business environment.; ; Telephone Support; ; Provides access to our Contact Centre, where immediate assistance may be obtained from our Service Agents.; A request for Product Technical Support will be placed and a Specialist will contact you within the agreed response timescale.; ; Telephone Response Time; ; We will target to provide remote support (based on customer providing remote access) within 8 hours.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: A combination of on-site and off-site training (depending on client requirements), as well as user documentation. Quadient University is available including tutorial videos and self help content.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This will be agreed as part of data retention
• End-of-contract process: At the end of the contract term agreed the service will either automatically renew, or if cancellation is requested, access to the platform will cease.; ; All data will be digitally destroyed.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Processing of documentation from a host CRM directly into a delivery channel in the Hybrid delivery platform
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Solution can be set up to customer requirements for user access, automation, business rules, branding and approval for release of communications

Scaling

• Independence of resources: We actively monitor system resources and automatically monitor resource utilisation. This can scale responsively

Analytics

• Service usage metrics: Yes
• Metrics types: Channel distribution; Production status; Document approvals
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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: Users can download the finished communication and store as a PDF. User access to the portal allows a view of the communication. Data storage is agreed with the customer.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • DOCX
  • PCL5
  • PS (Post Script)
  • TNO

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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: 99.5% availability
• Approach to resilience: Available upon request
• Outage reporting: E-mail alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User configuration within the platform based around user profiles and teams allocation
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The UK Professional Services Team (PSO) follows the Cyber Essentials standard. Their compliance to the standard is monitored by QuadientUK's internal audit team. Members of PSO are only able to access a customer system when the customer activates an administration account for them. PSO reports to the Head of Operations, who reports to the Quadient UKIDACHIT Exec.; ; The Development and DevOps teams follow ISO27001. They are in a separate reporting line from PSO. The heads of these teams report to the Head of Development, who in turn reports into a Group board. DevOps, which monitors the platform and handles third-line is the only team allowed to access customer data. DevOps is a small specialist team, and it is tightly audited and vetted.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Development and DevOps Teams use the Agile/Scrum development methodology to develop Quadient Impress. This methodology does not proscribe processes around configuration and change management. Developers upload their code at the end of each day into a version control system. Automated Testing processes test the code overnight and report to the developers the next day.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Product Management commission periodic full penetration testing against the service to identify platform and application vulnerabilities. The DevOps Team actions the list of identified vulnerabilities.; There are tight processes around access to the platform in order to prevent the deployment of malware.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The DevOps Team uses monitoring tools in the Azure platform and logs in the application to identify signs of possible attacks. This team takes responsibility for responding to attacks and protecting the application or alerting Microsoft.
• Incident management type: Supplier-defined controls
• Incident management approach: The Dev Ops Team monitors the platform and application using Azure and third-party tools. They are responsible to analyse unusual behaviour and respond to it if required. They have contacts at Microsoft for flagging platform and security issues.; The UK PSO handle second-line customer calls. They contact the OMS Dev Ops Team when they suspect an attack
• Post-quantum cryptography secure: Yes

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: Basic platform configuration; 3 month trial limit; Subject to application

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: DNV
• ISO/IEC 27001 accreditation date: Saturday 1 November 2025
• What the ISO/IEC 27001 doesn’t cover: This certificate is valid for the following site scope:; The security and privacy of all information and data assets Quadient use for the delivery of all core activities surrounding the provision of a range of communication solutions in accordance with the Quadient UKI & CEI Statement of Applicability version 1.0
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: DNV
• ISO 9001 accreditation date: Tuesday 3 June 2025
• What the ISO 9001 doesn’t cover: This certificate is valid for the following scope:; The marketing, sales, provision, installation and maintenance of mailing and document handling equipment and parcel lockers. The marketing, sales and support of customer communication solutions
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: C795b54f-685b-4494-91c1-4ccb64625516
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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 bids.uk@quadient.com. Tell them what format you need. It will help if you say what assistive technology you use.