CHARLES NOVACROFT DIRECT LIMITED

Software

Novacroft provides the following software services:
1. Cloud CRM/CMS
2. Cloud Rules & Decision Engine- automates and supports rules-based decisions.
3. Reward & Recognition Platform- rewards desired behaviours and activities.
4. Customer Self-Service Web Portal- branded and configured to the client's needs.
5. Eligibility & Document Verification Service

Features

• Complete customer life cycle management
• Real-time flexible reporting
• Management of smart media
• Payment handling including Direct Debits and overseas payments
• Interfaces to digital print/personalisation bureaux
• Role-based access controls with full audit trails
• Secure REST API for integration
• Reporting and analytics
• Scalable capacity for large workloads
• UK-based service and support desk

Benefits

• Fully hosted managed service
• Comprehensive service desk available
• Multi-tenanted database
• Simple and intuitive user interface
• Easily integrated with 3rd party systems
• Proven pedigree managing schemes for Public and Third sector organisations
• Web portal module available
• Card personalisation module available
• Configurable customer communications
• Guaranteed uptime and performance levels

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 business.growth@novacroft.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

627937588968848

Contact

David Oladiran
07826357910
business.growth@novacroft.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• 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: Our software services can operate as a standalone service, and they are also designed in a modular way to allow interoperability with any system, if required, using various interfaces.
• Cloud deployment model: Hybrid cloud
• Service constraints: Subject to agreed planned maintenance
• System requirements: PC, tablet or mobile web browser

User support

• Email or online ticketing support: Yes
• Support response times: Immediate automatic response and SLA of resolution within 2 business days dependent on complexity. Our standard arrangement follows: Severity 1 - within 2 Service Hour Severity 2 - within 4 Service Hours Severity 3 - within 1 Service Day Severity 4 - within 2 Service Days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Our support levels include 99.5% System uptime and Service Desk availability 24/7/365 for contracted customers.; Contracted customers will have access to a cloud support engineer 24 hours, 7 days a week and a dedicated Novacroft Account Manager from 9 to 5 (UK time), Monday to Friday. ; For members of the public, there is a call centre available 8am-8pm, 7 days a week as an optional extra costed service.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: To deliver an impeccable transition experience for our customers, Novacroft’s project management team will design and deploy a slick implementation plan, work side by side with our customers to deliver on time and on budget, mitigate risk, and work openly and collaboratively to achieve a successful outcome.; ; We work closely with clients on any integration project to ensure they are supported throughout, and we offer test environments so new projects can be sandboxed and tested. We also welcome discussion on which services to add to our development backlog to continue delivering innovation and cost savings to clients as technology advances.; ; During project implementation, we would ensure that knowledge is transferred using either remote or in-person training. Our operational training team would also provide the necessary training and user-guide documents.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Upon completion of the contract, Novacroft’s exit strategy will ensure that any stored data is either returned to the customer or permanently deleted, as the customer prefers. We will achieve this by providing the data securely, such as via an SFTP server or in a pre-agreed format.; A dedicated Project Manager for the handback project will work closely with the Authorities to ensure the contract is completed as seamlessly as possible, including agreeing on a final cut-off date for receipt of data and a final handover date.
• End-of-contract process: Upon completion of the contract, Novacroft’s exit strategy will ensure that any stored data is either returned to the customer or permanently deleted, as the customer prefers. We will achieve this by providing the data securely, such as via an SFTP server or in a pre-agreed format.; A dedicated Project Manager for the handback project will work closely with the Authorities to ensure the contract is completed as seamlessly as possible, including agreeing on a final cut-off date for receipt of data and a final handover date.; We also provide bespoke transition requirements into a new system that requires additional software changes. These are chargeable at our standard rates.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Our systems are designed with well-defined interfaces e.g REST API
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: An accessibility audit testing was carried out by an external third party test partner.
• API: Yes
• What users can and can't do using the API: The service provides a REST API for all core functionality. Typical use case examples are:; 1. Setting up the service by creating an initial data record (e.g. contacts/organisations/cases), importing bulk data (subject to defined limits), and creating integration credentials (API keys/tokens).; 2. Making changes by creating, reading, updating and deleting data records, updating case/ticket status and assignments, and querying/exporting data (subject to defined limits).; 3. Managing access (admin only) by creating and disabling users and assigning roles/permissions.; Other bespoke uses can be reviewed and set up as per the customer’s requirements
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 1. Reporting can be customised by users through the administrator portal; 2. Selected custom fields, field selection lists, data validation, business rules, workflow can be customised by users through the administrator portal; 3. Branding can be customised by Novacroft during set-up or as required; 4. Data fields can be customised by Novacroft during set-up or as required; We also provide bespoke software changes chargeable at our standard rates.

Scaling

• Independence of resources: Novacroft’s cloud hosting environment utilises container orchestration and management systems and can be easily scaled to meet our customers' demands. All cloud infrastructure is fully monitored and has 24x7x365 support by Novacroft’s technical teams.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide service metrics, which include output from Google Analytics and our own uptime monitoring information. Customers also have access to a personalised administrator dashboard, which gives real-time information on usage.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • 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 importing and exporting

• Data export approach: Upon completion of the contract, Novacroft’s exit strategy will ensure that any stored data is either returned to the customer or permanently deleted, as the customer prefers. We will achieve this by providing the data in a secure manner such as on an SFTP server or in a pre-agreed format.
• Data export formats:
  • CSV
  • ODF
  • Other
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Novacroft’s CRM is provided on a 99.5% SLA with service credits applied when SLA thresholds are breached.
• Approach to resilience: Novacroft hosts our services in 2 geographically separate data centres with full replication and failover capabilities.
• Outage reporting: A service-impacting incident is reported immediately, within 2 hours of occurrence, by email alerts or configured APIs. ; In the rare event of an incident, our customers are notified within 24 hours, and an incident report is issued within 5 working days.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access restrictions are role-based. Users can access based on pre-configured roles and permitted access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Novacroft’s Information and Cyber Security program is based on the ISO 27001, PCI DSS and Cyber Essentials Plus certifications. Novacroft’s security policies include the main Information Security Management System (ISMS) Policy and a number of satellite policies e.g. Data Protection Policy, Email Security Policy, Password Policy, Access Control policy, and Security Incident Management Policy. The reporting structure is comprised of members of the Executive Management, the Head of IT & Security and the internal Governance Team. All policies are audited internally on a rolling basis throughout the year. Major and minor non-conformances are raised along with opportunities for improvement. The Governance Team reports on these to the Executive Management Team monthly. Time limits aligned to the thresholds set by the ISO 27001 standard are adhered to for addressing non-conformances for this internal process. All Governance Team activities are reported monthly to the Executive Management Team through a monthly ISMS objectives dashboard which is also presented to the Data Protection Officer. The entirety of the process is reviewed as to its effectiveness on an annual basis by the external, independent ISO accreditation body, forming part of the ISO 27001 certification.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: As part of our focus on continuous improvement, Novacroft operates its own change management process where changes are reviewed and assessed at regular Business Impact Assessment (BIA) and Change Board sessions, these are then prioritised, scheduled and implemented with full tracking and management across the lifecycle. Independent release documents and signoff is also applied.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Novacroft manages vulnerabilities using BitDefender to monitor security violations in real time. ; Our external Test Partners perform quarterly ASV scans, quarterly internal scans via Qualys, and annual scans.; Our external Test Partners also perform full external penetration scans. Patches are applied to meet Cyber Essentials Plus requirements, and our real-time monitoring tools and regular scans help identify all potential threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use BitDefender to monitor our systems in realtime. We have 24x7 internal and third-party support teams that respond to text and email alerts immediately a potential compromise is identified.
• Incident management type: Supplier-defined controls
• Incident management approach: Novacroft has a well established ISO9001-aligned Incident Management Process, all incidents are centrally recorded via a dedicated email within one hour of being reported. Incidents are alerted to key internal teams and tracked via an incident manager through to resolution. ; Full incident reports are sent to customers and third parties and regular updates are issued to internal and external stakeholders through to closure.; A service-impacting incident is reported immediately, within 2 hours of occurrence. ; Customers are notified of incidents within 24 hours, and an incident report is issued within 5 working days.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1.2%
• Between £1,000,001 and £2,500,000: 1.5%
• Between £2,500,001 and £5,000,000: 1.75%
• Over £5,000,001: 2%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Tuesday 5 August 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of this approval is applicable to: The design, development and deployment of innovative technology to provide the tools and services required by our clients including the provision of business improvement consultancy. This is in accordance with the statement of applicability version 13.0.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Thursday 4 September 2025
• What the ISO 9001 doesn’t cover: The scope of this approval is applicable to: The design,development and deployment of innovative technology to provide the tools and services required by our clients including the provision of business improvement consultancy.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Cortida Limited
• PCI DSS accreditation date: Thursday 11 December 2025
• What the PCI DSS doesn’t cover: In scope is payment processing using the internet/e-commerce, MOTO / Call Centre. Novacroft do not store, process, or transmit cardholder data (CHD) directly, in turn relying on compliant third parties to transact all CHD payments on behalf of the merchants they serve. Novacroft host online e-commerce solutions that contain outsourced redirected payment components via compliant third-parties, Cybersource and PCI-PAL, utilising Secure Acceptance Checkout API in conjunction with Microform technologies to provide a cohesive PCI SAQ A embedded payment application within Novacroft’s e-commerce page, and PCIPAL’s Dual Tone Multi-Frequency (DTMF) masking technology to suppress the telephone keypad tones entered by a customer, respectively, also providing a compliant PCI SAQ A MOTO solution. In both scenarios above, Novacroft are not exposed to CHD.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4513ef71-a0cf-4adb-a928-6290945aff9c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 73cb8c3f-a924-4d89-8568-ec87500f5c91
• Other security certifications: No

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
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • 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 to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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
    • 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
    • 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.
    • 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)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • 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.

    • 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

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 business.growth@novacroft.com. Tell them what format you need. It will help if you say what assistive technology you use.