RESTORE PLC

DocuWare EDMS

DocuWare is a state-of-the-art platform that allows you to manage,
process and utilise business information centrally, quickly and
effectively. The comprehensive capabilities and functions of our
document management and workflow solutions can be integrated into
any IT system to digitise manual or paper based business processes from
any department.

Features

• Cloud-based Electronic Document Management (EDM)
• Advanced Capture & Intelligent Indexing with IDP
• Workflow Automation & Task Management
• Secure Access Controls & Permissions, MFA and SSO
• Comprehensive Search & Retrieval, keywords and OCR
• Audit Trails, Compliance Reporting and Power BI interation.
• Integration with Third-Party Systems and platforms
• Forms and Electronic Signatures integration
• Mobile & Remote Functionality
• Version Control & Audit History

Benefits

• Digitise and centralise documents to eliminate paper and manual filing
• Automate approvals and workflows to reduce delays and improve efficiency
• Automatically extract and index data to minimise errors and rekeying
• Quickly find documents using metadata and full text search capabilities
• Work securely from anywhere using browser and mobile access devices
• Protect sensitive information with role based access controls and encryption
• Maintain compliance using audit trails retention rules and version history
• Integrate seamlessly with systems including Microsoft and line of business
• Reduce processing time and costs through automation and document handling
• Scale securely on resilient cloud infrastructure as organisational needs grow

• 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 tenders@restore.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

678641918452693

Contact

Paul Bee
07970144782
tenders@restore.co.uk

About the service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Software Support if from DocuWare and Restore.; Hardware Support from Microsoft Azure. ; ; The DocuWare Cloud model is hosted in MS Azure EU.; A private Cloud can be created in Azure UK if required.
• System requirements:
  • Users need modern supported web browser to access DocuWare Cloud
  • Reliable internet connection required because service is delivered via cloud
  • Each user requires unique account credentials for secure authenticated access
  • Administrators must configure role based permissions to control document access
  • Email integration requires supported email system such as Microsoft Outlook
  • Scanning paper documents requires compatible network scanners or multifunction devices
  • Customer devices should run up to date antivirus protection software
  • Mobile access requires supported iOS or Android devices and versions
  • System integrations require API access permissions and third party credentials
  • Buyers must define data protection retention and governance policies internally

User support

• Email or online ticketing support: Yes
• Support response times: Within 4 hours Monday - Friday 9:00 - 5:00.; Weekend support at an extra cost
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Basic DocuWare Support - included with the system ; ; Enhanced Support - 10% of system cost, supporting all builds and configurations completed by Restore; ; Enterprise Support - 15%-20% of system cost, covering workflow and system configurations that Restore hasnt created.; ; Technical cloud support manager and team availible
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users will receive training from the start of the login to every part of the system and how to use the interface.; Training can be on-site in classrooms but is normally completed in Teams/Zoom sessions.; Train the Trainer is normally used as a method of knowledge sharing.; Admin Training is separate to the Super Users of the system.; User Documentation is also available.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Via API extraction or DocuWare Export / Archive tool.
• End-of-contract process: When the contract ends and the data (Images and index information) has been extracted the system will be shut down. ; All backup data is automatically deleted 60 days after contract close.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Via email or through our support portal.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile applications have been designed specifically for ease of use on mobile or tablet.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface shows current fixes and issues, cloud availibility, cloud space used, and performance. The Support portal shows forums and answers to global questions of the platform.
• Accessibility standards: None or don’t know
• Description of accessibility: Through the Web Client
• Accessibility testing: Unknown.
• API: Yes
• What users can and can't do using the API: DocuWare provides REST-based Web Services (APIs) that allow users to integrate external systems with the DocuWare platform. Using the API, users can import documents, search and retrieve documents, read and update index metadata, download documents, and trigger or interact with workflows programmatically. This supports integration with ERP, HR, finance and other line-of-business applications.; ; Users can set up integrations through the API by configuring authentication, defining file cabinets, index fields and workflows within DocuWare, then connecting external applications using the published web service endpoints. Initial system configuration, such as creating file cabinets, users and permissions, is typically performed through the DocuWare administration interface rather than fully via API.; ; Through the API, users can make ongoing changes such as updating metadata, adding documents, starting workflows and synchronising data with external systems.; ; Limitations include restricted access to some administrative and security settings, which cannot be fully managed via API. API access is subject to role-based permissions, authentication controls and security policies configured in DocuWare.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: DocuWare Cloud is delivered as a multi-tenant SaaS solution with strict logical separation of customer data, databases and file cabinets, ensuring no cross-tenant access. While computing and networking resources are shared, the platform uses container-based services with automated scale-out to absorb load peaks from individual tenants. Continuous monitoring and health checks prevent resource contention, so demand from one customer does not degrade performance for others.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics provided through the web portal Cloud Status configuration page, and email updates direct to the Admin user.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: DocuWare Limited

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: European Economic Area (EEA)
• 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 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
  • Encryption of all physical media
• 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: Users can download the images/files or documents from the system as well as the CSV Index data. ; The DocuWare Archive Request feature allows mass exports of images and data as well.; The API provided can also be used to export entire data sets.; DocuWare Export can also be used to retrieve large volumes of data.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The system has a availability 99.5% calculation excludes downtime caused by emergencies, force majeure events, or scheduled maintenance.; DocuWare aims to limit scheduled maintenance to four times per year, with a maximum of eight hours per session.; A notice period of at least five calendar days is provided via email or the DocuWare website for planned maintenance.; The service is built on Microsoft Azure, utilizing high-performance data centers with triple mirroring for data redundancy.; Automatically scales based on user load and includes automatic load balancing across services to maintain performance.
• Approach to resilience: DocuWare Cloud is designed for high resilience using a scalable, multi-tenant SaaS architecture hosted on Microsoft Azure. ; Services run in containerised environments with automated scale-out and scale-down to handle load peaks, while continuous health checks and monitoring trigger alerts and rapid intervention by a 24×7 Cloud Operations team. Updates are deployed without downtime and support seamless rollback if required.; The underlying Microsoft Azure datacentre setup provides built-in redundancy across highly available, geographically separated regions (EU, US, Japan, Australia). Customer data remains within a defined region and benefits from Azure’s resilient storage, network redundancy and disaster recovery capabilities
• Outage reporting: Public Dashboard - https://statusportal.docuware.cloud/overview; ; Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted via login details and the users role and permissions settings. Also a limited list of users allowed to access support held internally within Restores Portal.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time 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:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: DocuWare follows formal, documented information security policies aligned with recognised standards such as ISO 27001 and SOC 2 Type 2. These policies cover risk management, access control, encryption, incident response, business continuity and regular security audits. Security processes include defined onboarding/offboarding workflows, least-privilege access, continuous monitoring, audit logging and regular third-party audits to verify compliance. These measures apply across DocuWare Cloud operations and are reviewed and updated regularly.
• 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: DocuWare uses a controlled configuration and change management process for DocuWare Cloud services. All components are containerised and version-controlled, allowing services to be tracked consistently from development through testing to production. Changes are deployed using standardised release pipelines, ensuring the exact tested configuration is promoted to production and enabling fast rollback if issues occur. All changes are assessed for operational and security impact, aligned with SOC 2 Type 2 controls, and supported by continuous monitoring, audit logging and automated health checks to detect degradation or security risks.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: DocuWare operates a formal vulnerability management process aligned with SOC 2 Type 2 controls. Potential threats are assessed through continuous monitoring, automated health checks, and regular security reviews of the cloud environment and deployed services. Information on vulnerabilities is obtained from Microsoft Azure security advisories, recognised vulnerability databases, and internal security assessments. Security patches and fixes are prioritised based on risk and deployed promptly using controlled, container-based release processes that enable rapid updates and rollback without customer downtime. All remediation activities are logged and reviewed to ensure effectiveness.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: DocuWare operates continuous protective monitoring as part of its DocuWare Cloud operations. System health checks, logging and automated alerts are used to identify abnormal behaviour, performance degradation or potential security incidents across services. A 24×7 Cloud Operations (DevOps) team is alerted immediately when thresholds are breached or suspicious activity is detected. Incidents are assessed and handled according to defined urgency and incident response processes, enabling rapid investigation, containment and remediation. Response actions are logged and reviewed to ensure timely resolution and continuous improvement.
• Incident management type: Supplier-defined controls
• Incident management approach: DocuWare operates a defined incident management process for DocuWare Cloud, aligned with SOC 2 Type 2 controls. Pre-defined procedures exist for common operational and security incidents, including escalation paths and urgency handling. Incidents are detected via automated monitoring or can be reported by users through DocuWare support channels. A 24×7 Cloud Operations team assesses, contains and resolves incidents promptly. Customers are informed as appropriate, and incident reports are provided through established communication and support processes, including post-incident reviews where required.
• Post-quantum cryptography secure: No

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: Yes
• Free trial available: Yes
• Description of free trial: 90 day cloud system trial license available.; Full system with licenses, and preconfigured workflows if required.; limited to 250MB space

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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Monday 6 October 2025
• What the ISO/IEC 27001 doesn’t cover: All service aspects are covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 20 October 2023
• What the ISO 9001 doesn’t cover: All service aspects are covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: BSI
• PCI DSS accreditation date: Monday 31 March 2025
• What the PCI DSS doesn’t cover: Certification relates to the following locations: Monkton Farleigh, Hartlebury, Shoeburyness, and Sherburn in Elmet.
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: D56d8d56-2e47-4691-a954-5e2d32bf5179
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Bed7ffb0-172c-4ccb-b897-9fbabae2a0e2
• Other security certifications: Yes
• Any other security certifications:
  • DCB0129
  • CyberEssentials and CyberEssentials Plus for our EDMonline platform
  • CyberEssentials and CyberEssentials Plus for our PRISM/hybrid mail solution

Social value

• 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
  • 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
  • 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
  • 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

  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: 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.

  • 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
  • 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
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • 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

  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
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
• 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 tenders@restore.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.