Org

Contact Centre as a Service (CCaaS) - Amazon Connect and AWS Services

Our CCaaS Service is a cloud based contact centre service. Org provides migration planning, migration mobilisation, application support, configuration support, integration support, onboarding support and operational support, enabling buyers to deploy, operate and scale a secure, web browser-based contact centre.

Features

• Cloud based contact centre using Amazon Connect managed service
• Multichannel , omnichannel support unifies voice, chat, and digital channels
• Browser based agent workspace and administrative console
• Role based access control using security profiles and least privilege
• Real time management information and historical contact centre performance metrics
• Call recording and data export to Amazon S3
• AWS Software Development Kit (SDK) and Command Line Interface (CLI)
• API driven configuration and external system integration with standard APIs
• Automatic scaling of environment based on call volume demand
• Resource tagging supported for cost allocation and governance

Benefits

• Rapid deployment includes integrated telephony infrastructure from multiple providers
• Elastic scaling to manage fluctuating contact volumes without manual intervention
• Improved service resilience and business continuity using AWS Availability Zones
• Reduced operational overhead through managed cloud services
• Secure access controls, RBAC and auditability built into platform
• Integration ready APIs simplify connection to existing CRM systems
• Real-time operational insight, dashboards and user-defined reporting improves service management
• User controlled data storage and export options
• Supports quality assurance and continuous improvement without platform redeployment
• Flexible pricing models, pay-as-you-go, predictable consumption-based pricing aligned to usage

• Education pricing 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@thisisorg.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

687356000345347

Contact

Greg Coulson
+44 (0)7393 148163
bids@thisisorg.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• 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: The service can integrate with buyer systems such as CRM, case management, analytics, identity verification and payment services using standard APIs and AWS integration services. Amazon Connect can also be deployed as a standalone contact centre service using native AWS capabilities, with Org providing optional configuration, integration and operational support.
• Cloud deployment model: Public cloud
• Service constraints: Amazon Connect is provided as an AWS managed SaaS and operates within AWS service features, quotas and regional availability. Planned maintenance and service updates are managed by AWS. API rate limits may apply. Connectivity to telephony providers and third-party systems depends on agreed network design and external suppliers.
• System requirements:
  • Modern browser: latest versions of Chrome, Edge, Firefox
  • At least 2 GB of RAM.
  • A processor with 2 GHz speed.
  • A minimum of 100 Kbps bandwidth per workstation.
  • Network access to AWS console and Amazon Connect endpoints
  • Audio device and microphone for softphone usage
  • Stable internet connection suitable for VoIP where used
  • Optional VPN or private connectivity if buyer requires

User support

• Email or online ticketing support: Yes
• Support response times: Support requests are logged via email or an online ticketing system and triaged based on severity and impact. The service operates using a structured incident and request management process aligned to defined severity levels. Indicative response targets are applied in line with the agreed support schedule, with priority given to higher-severity incidents. Out-of-hours and enhanced response coverage may be provided where agreed as part of the support arrangement. Specific response targets and service hours are defined contractually within the applicable Support Statement of Work.
• 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: Support for the service is delivered using a tiered model aligned to industry-standard practices. Initial triage and coordination are provided through a service desk function, with issues assessed and prioritised based on severity and business impact. More complex configuration, platform and integration issues are handled by specialist cloud support engineers, with advanced technical escalation available for complex or critical scenarios.; ; The support model includes defined escalation routes and structured incident management processes, including coordination with platform vendors where required. Major incidents are managed through a controlled process to ensure appropriate communication, progress tracking and resolution oversight.; ; Support hours, coverage levels, escalation procedures and reporting arrangements are defined within the applicable Support Statement of Work. Enhanced support options, including extended hours, weekend cover and named technical contacts, may be provided subject to commercial agreement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Org supports onboarding through a structured implementation approach covering discovery, configuration, integration, training and operational readiness for Amazon Connect. Training is provided for administrators, supervisors and agents through virtual instructor-led sessions and self-service materials. Documentation is provided for agreed configurations, operating procedures and support processes. Knowledge transfer is included to enable buyers to operate the service independently following onboarding.; Contact centre agents and all other users are provided with training aligned to clients’ requirements. This training can take varying formats, including classroom, virtual trainer led and self-led using online training materials and videos. All training will be tracked and recorded.; User documentation is provided which can be supplemented by:; - Train the trainer instruction; - On-site training of groups; - Instruction of individual users as required.; We have found that onboarding times for agents and speed to competency times have drastically reduced with Amazon Connect.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: One of the main benefits of our solution is the ease of transferring ownership and management of the CCaaS services, including Amazon Connect to either the client or a new supplier as part of Exit Management. ; ; Amazon Connect data can be exported using AWS services and standard formats. Contact recordings and operational data can be stored in Amazon S3 and extracted under buyer control. Configuration artefacts and documentation created during the engagement are provided as part of exit.; ; This will greatly simplify the transfer of the service at Exit and remove the burden and cost from the client to develop new platforms. We will essentially “hand over the keys” to the platforms, including all of the configuration that we will have implemented over the life of the contract, which we describe as foreground IP. This will include all IP that it has created or used in the delivery of the service. This is a straightforward process which will be facilitated by Org and be completed by the CCaaS provider themselves. All data and configuration will transfer with the instance, including call recordings and any related data will be provided to the client in an industry standard format.
• End-of-contract process: We will work in close collaboration with the client and any new supplier to achieve a smooth and seamless transfer of services. An Exit Management Plan will be developed by Org.This will typically include the provision of Call Recordings and related data, which would be specified as part of the contract exit criteria with the client and priced accordingly.; ; Org will appoint an Exit Manager to oversee the delivery of the Exit Management Plan in collaboration with the client and the new supplier. ; ; We will, for the Exit period and for an agreed period after Exit, provide any other advice, assistance, information and co-operation reasonably required for the continued provision of services. This shall include co-operation with any reasonable due diligence activities carried out by incoming suppliers appointed to deliver the services.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Amazon Connect provides documented accessibility support including compatibility with screen readers such as JAWS and NVDA. Org relies on AWS published accessibility guidance for the core Amazon Connect interface.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Amazon Connect is designed for desktop browser use. The agent workspace, softphone functionality and multi-panel workflows are optimised for desktop environments. Mobile devices may be used for limited administrative access depending on browser support, but full agent handling and operational use is delivered through the desktop interface. Telephony routing can be configured to deliver calls to alternative endpoints where required.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Amazon Connect provides a web-based administrative console for managing contact centre configuration, including users, queues, routing profiles, contact flows and reporting. Agents use a browser-based workspace to handle contacts and tasks. The interface supports role-based access through security profiles and integrates with AWS services and APIs for configuration and reporting.
• Accessibility standards: None or don’t know
• Description of accessibility: Amazon Connect provides documented accessibility support including compatibility with screen readers such as JAWS and NVDA. Org relies on AWS published accessibility guidance for the core Amazon Connect interface.
• Accessibility testing: Where Org implements configuration or integrations as part of delivery, accessibility considerations are reviewed during design, and buyers can include assistive technology testing as part of user acceptance testing.
• API: Yes
• What users can and can't do using the API: Users can set up and manage Amazon Connect programmatically using AWS-provided APIs via the AWS SDKs and AWS Command Line Interface. Through these APIs, authorised users can create and configure core contact centre resources such as instances, users, security profiles, queues, routing profiles, contact flows and resource tags, subject to AWS permissions and account configuration.; ; Users can make changes through the API to update configuration in a controlled and auditable manner, including modifying routing behaviour, user assignments and operational settings to reflect changing service requirements. API access is governed by AWS Identity and Access Management, enabling fine-grained permission control and auditability of changes.; ; There are limitations to how the service can be set up or modified through the API. Certain complex or visual configuration activities, such as designing contact flows or managing some agent workspace features, are more effectively performed through the Amazon Connect web console. API usage is also subject to AWS service limits, throttling and regional availability. Users must operate within AWS security policies and best practices when using the APIs.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise contact flows, prompts, routing logic, queues, operating hours, user roles and reporting using the Amazon Connect console and APIs. Customisation is performed by authorised administrators with permissions controlled by security profiles and least privilege principles. Org can deliver additional configuration, integrations and reporting under an agreed statement of work. All changes are documented and auditable, and buyers retain ownership and control of their AWS environment.

Scaling

• Independence of resources: Amazon Connect is an AWS managed service. Each buyer’s Amazon Connect instance is logically isolated and operates within AWS regional infrastructure. The service is designed to scale to demand and supports service quotas and limits to protect platform stability and ensuring consistent performance and reliability without users being impacted by each other's load. Where required, quotas can be reviewed and adjusted through AWS support processes. Buyers can also monitor usage and concurrency using Amazon Connect metrics and reporting. This is a fundamental part of Amazon Connect's design, which leverages AWS’s extensive infrastructure to provide high availability and fault tolerance.

Analytics

• Service usage metrics: Yes
• Metrics types: Amazon Connect offers a comprehensive suite of service metrics. ; These metrics cover various operational aspects, including contact flow efficiency, agent performance, and service levels. Real-time metrics, available in the Amazon Connect console, help monitor live contact center activity. Historical reports can be retrieved programmatically using AWS APIs. Historical reports can also be downloaded as CSV for use in external tools. Additionally, login/logout reports track agent session times. ; Users can view these metrics via the Amazon Connect dashboard or receive them through automated reports, helping them optimise contact center operations and improve customer experiences.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: AWS, NICE, Microsoft, Brandwatch

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: 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
  • Other
• Other data at rest protection approach: Conversation recordings and chat transcripts stored in Amazon S3 are encrypted using server-side encryption with an AWS KMS key configured for the instance.
• 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 export Amazon Connect data by delivering it to Amazon S3 using native service integrations. This includes contact recordings and contact trace records, which can then be processed using AWS analytics services or transferred to external systems. Data stored in S3 can be transformed and integrated into business intelligence platforms, analytics pipelines and archival systems using standard AWS tooling and export mechanisms.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • .wav
• Data import formats:
  • CSV
  • Other
• Other data import formats: API-based configuration and integration datasets

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Our Amazon Connect service guarantees a Monthly Uptime Percentage of at least 99.99% across all AWS regions. If the uptime falls below this threshold, customers can claim Service Credits. Service Credits are applied to future bills or, at our discretion, refunded. This commitment is foundational to our service reliability assurance.
• Approach to resilience: Amazon Connect is delivered on AWS regional infrastructure designed for high availability using multiple Availability Zones. Availability Zones are physically separate datacentres with independent power, cooling and networking, supporting fault tolerance and to minimise risks like outages or natural disaster within a Region. Buyers can design supporting components (for example data storage and integrations) using AWS services to align with their resilience requirements and operational needs.; ; Amazon Connect instances operate in an active-active-active configuration across at least three AZs per region, ensuring failover without impacting production. This multi-faceted approach ensures robust, resilient operations for Amazon Connect services.
• Outage reporting: Amazon Connect reports service outages through the AWS Health Dashboard, offering a public interface where users can view current service statuses. For more detailed, account-specific events, signed-in users can access their AWS Health Dashboard. The service also provides an API for automated monitoring and offers configurable email alerts to notify stakeholders of issues as they arise, allowing for a rapid response to incidents. This multi-tiered communication strategy ensures users are promptly and effectively informed about any service disruptions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Amazon Connect restricts access using security profiles and permissions that control what actions users can perform in the administrative interface and agent workspace. Access is assigned based on job role and least privilege principles. Administrative access to AWS management interfaces is controlled through AWS identity and access management, and activities can be audited through AWS logging. Support access is limited to authorised personnel and is governed by documented access management processes.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users 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
• Information security policies and processes: We maintain a comprehensive range of policies to maintain Information Security and have a well-established Information Security Management System (ISMS). Our security policies are outlined at commencement of employment and available on our intranet. They include: ; • Employee and Third Party Physical Access Policy ; • Information Security Policy ; • Networks and Systems Usage Policy ; • Accessing Personal Account Information Policy ; • E-mail and Internet Usage Policy ; • Mobile Phone Policy ; • Data Protection Policy (GDPR) ; The scope of our ISMS is to provide a secure and standardised system so that confidential information can be stored, processed, transmitted and retrieved securely, maintaining a culture of information security throughout the organisation. We undergo regular external audits, along with internal audits to confirm that the ISMS is functioning correctly and hold ISO27001 accreditation.; Robust security controls are in place at all levels of the operation to prevent, detect and mitigate potential cyber-attacks, with all client data encrypted at rest and in transit. A 24/7 security operations centre delivers real-time monitoring of our IT systems to detect and respond to incidents and suspicious activity.; All staff receive annual refresher training and updated policies on the requirements, including Annual Data Protection and IT security training.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Org controls changes through a defined change management process. Service components and configurations are version controlled and changes are recorded through change requests, including scope, risk, rollback considerations and approvals. Changes are assessed for security impact, including access permissions, data handling and external connectivity. Higher risk changes follow enhanced approval and scheduling controls. Emergency changes are logged retrospectively and reviewed. Where Amazon Connect configuration is changed, changes are implemented by authorised administrators using role-based permissions and are auditable through AWS logging.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management for Amazon Connect is provided by AWS and is continuously updated with no client patching or manual version management required. Security and feature updates are applied automatically to maintain compliance and protection. ; Using Nessus Pro, all other assets are assessed for vulnerability identification and classification. An approved scanning vendor conducts our external penetration tests. We receive vulnerability reports from Logicalis EirEvo ISAC, Microsoft, Cisco, and other vendors. To automate our patch management we use M365 Update policies, with other applications managed using PatchMyPC. Firmware and device driver patching is managed by both Microsoft Update and Dell Update utilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring employs CloudWatch dashboards with alarms to preemptively notify stakeholders of crucial operational impacts. It includes tracking maximum concurrency of contacts and real-time statistics to alert on unexpected spikes, ensuring limits are adjusted in a timely manner. Lambda monitoring scrutinizes API interactions, capturing durations and errors, with immediate alerts for anomalies. Network health is consistently observed. This proactive strategy is designed to quickly identify potential compromises and rapidly respond, prioritising stakeholder awareness to expedite incident resolution.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents via Org’s ticketing and support channels. Incidents are logged, categorised and prioritised based on severity and impact, with predefined workflows for common event types. Major incidents are managed through a controlled process including coordination, communications, escalation and post-incident review. Where Amazon Connect is involved, Org coordinates with AWS support as required. Incident updates and closure details are recorded in the ticketing system, and incident trends are reviewed as part of service governance and continual improvement.
• 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: No

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: 1%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Amtivo (Ireland) Limited
• ISO/IEC 27001 accreditation date: Tuesday 9 September 2025
• 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: Amtivo (Ireland) Limited
• ISO 9001 accreditation date: Monday 3 March 2025
• 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: 60154503-8e3a-413a-95e0-4db4e972b973
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 70488f27-8aff-46e1-ab29-d33d6333c037
• Other security certifications: Yes
• Any other security certifications:
  • Amazon Connect has CSA STAR CCM v4
  • SequenceShift is a PCI-accredited payment gateway

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • 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
    • 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
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • 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 bids@thisisorg.com. Tell them what format you need. It will help if you say what assistive technology you use.