NEXUS OPEN SYSTEMS LIMITED

Luware Contact Center

Luware is a cloud based contact center solution that extends Microsoft Teams with additional features and functionality allowing routing of calls and tasks to the most appropriate agent or team, based on their skills, availability, and presence. It provides self-service options, automation, reporting, and integrations with other applications.

Features

• Intelligent Routing & Task Distribution
• Omnichannel Communication (Voice, Chat, Email)
• Virtual Users (AI‑Powered Automation)
• AI Summarisation & Productivity Tools
• Workflow Editor (Drag‑and‑Drop)
• Microsoft Teams Native Integration
• Real‑Time & Historical Analytics
• Presence‑Based Routing & ACW (After‑Call Work) States
• High Availability, Security & Compliance
• Modular Feature Set (Routing, Attendant Console, Contact Center)

Benefits

• Faster Agent Onboarding (Up to 50% reduction in training time)
• Higher First Contact Resolution (FCR) and Smarter Customer Routing
• Increased Answer Rates (up to 44% more calls answered)
• Reduced After‑Call Work through AI Automation
• Unified Customer Service Hub in Microsoft Teams
• Improved Customer Satisfaction through Intelligent Workflows
• Scalability and Modular Deployment Options
• Enterprise‑Grade Security and Reliability
• Deep Native Integration with Teams, Azure & Power Automate
• Real‑Time Insights and Analytics for Better Decision‑Making

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  ODT

• Terms and conditions

  ODT

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@nexusos.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

712072538959913

Contact

Stuart Wilson
01392 205095
tenders@nexusos.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams
• Cloud deployment model: Private cloud
• Service constraints: Luware Nimbus is deployed as a private cloud service, not a public or hybrid cloud.; This means:; You cannot choose to host it in your own cloud subscription.; You must use Luware’s managed Azure environment.; ; Luware does not support multi‑cloud architectures.; ; It is bound to Microsoft Azure only.; “Multihoming” across Luware clusters exists, but this is not multi‑cloud.; ; While Luware can be accessed via Microsoft Teams mobile clients, buyers should note:; ; There are known limitations on mobile devices, documented in a Luware white paper.; The full admin interface is not optimised for mobile.
• System requirements:
  • Requires no on‑premises installation
  • Azure Global Administrator Required
  • Nimbus uses existing Teams structures to authenticate users
  • Teams Administrator role required
  • Luware does not list specific browser requirements
  • All authentication is performed via Microsoft Entra ID
  • Users must exist in the organisation’s Microsoft 365 tenant
  • Tenant admins must run PowerShell script to grant application permissions

User support

• Email or online ticketing support: Yes
• Support response times: Same day, usually within 1 hour.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: We use our own multi-lingual AI Call Agent to answer incoming telephone support calls as an overflow when the service desk is busy and as the first point of call outside business hours. We can offer the AI Call Agent number to anyone wishing to make use of this service directly or in the absence of a human (particularly useful for support in other languages or other accessibility scenarios). The AI Call Agent can offer general advice, help the caller resolve an issue directly, pass the caller to a Service Desk Engineer (during normal business hours) and raise a support ticket.
• Onsite support: Yes, at extra cost
• Support levels: Consultation and account management is provided by an IT Consultant supported by a Technical Consultant with specialisms in Unified Communications. Luware offer support packages, priced separately. Alternatively, Nexus may offer support under our Nexus Unified Communications (UC) & Teams Support Service. Software and support may be quoted as an annually recurring service, payable annually in advance. Luware have target response times of up to 20 minute response, 6 hour resolution for a P1 incident. P2 incident is 1 hour response, 10 hour resolution, P3 incident 1 working day, 3 days resolution. Additional option to subscribe to additional Outside Business Hours for critical support if required. Pricing is subject to Luware pricing at the time.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Luware helps users start using their Nimbus service through a structured onboarding process combining tenant preparation, installation support, provisioning steps, and optional training programs. The process is designed to ensure that customers can begin operating the service smoothly within Microsoft Teams.; ; Before users can use Nimbus, Luware must configure the customer’s tenant.; ; Customers meet with their Luware Customer Success contact, who guides them through prerequisites such as:; ; App permissions,; License assignments,; Azure/Teams configuration requirements.; ; This ensures the service is technically ready for onboarding.; ; Luware provides detailed installation prerequisites and instructions, including:; ; Uploading the Nimbus app to Microsoft Teams,; Assigning required Azure AD/Entra permissions,; Running Luware’s automated provisioning PowerShell script.; ; Luware provides step‑by‑step documentation for adding Nimbus services to Teams, including necessary preconditions such as:; ; Completing Nimbus installation,; Allowing external communication with luware.com,; Ensuring Teams presence data is available.; ; During service provisioning and first login, users are prompted to grant:; ; Required app permissions,; Access rights for Teams integration.; ; Luware’s documentation explains these requests and when they appear.; ; Luware works with 1UC, a specialist training partner, to provide structured, role‑specific training packages for:; ; Agents,; Supervisors,; Administrators,; Contact center teams.; ; The training covers topics like:; ; End‑user training,; Supervisor training,; Reporting training,; Go‑live support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: There is insufficient space to explain this here. Luware have a defined data extraction process - available separately upon request.
• End-of-contract process: End of Contract - What Happens:; ; Customer receives a dedicated Offboarding Officer,; Exit Plan is created specifically for the customer,; Data is returned or destroyed per the Secure Disposal Policy,; Luware provides clear communication throughout the process,; Advice is given for migration to another service,; All services are decommissioned safely.; ; Included in Contract Price:; ; Core Nimbus service licence,; Standard support and SLA response times,; Teams-native features,; Reporting and OData data export access,; Security, resilience, and compliance measures,; Knowledge base & documentation.; ; Additional Costs:; ; Training & consultancy,; Premium or 24×7 support,; Advanced or additional modules,; Custom integrations,; Project management expansion,; Data retention beyond the built‑in 24‑month window.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Luware Nimbus is compatible with Microsoft Teams mobile clients, meaning agents and users can access Nimbus functionality through the Teams mobile app. This means: Users can receive and manage interactions through Microsoft Teams on mobile.; Core Nimbus features that run inside Teams will work on mobile (task notifications, call handling, presence updates, basic interaction workflows).
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Luware states that Nimbus is compatible with mobile Teams clients, but the admin/service interface itself is browser‑based and optimised for desktop.; Mobile Teams can be used for agent functions, but the service administration UI is not designed as a mobile app and is best accessed via a desktop browser.
• Accessibility standards: EN 301 549
• Accessibility testing: Because Luware Nimbus is a native extension of Microsoft Teams, any agent‑facing experience inside Teams inherits Microsoft’s accessibility framework.; Microsoft Teams is documented by Microsoft to meet:; ; WCAG 2.1 AA standards; EN 301 549 compliance (required for EU public‑sector ICT); Accessibility requirements aligned with ADA interpretations; ; This is because Teams is covered under Microsoft 365’s enterprise accessibility compliance program.; While this is not Luware’s certification, it applies to all in‑Teams workflows delivered via Nimbus.; (Note: These standards come from Microsoft’s published compliance documentation, not from Luware’s own sources.)
• API: Yes
• What users can and can't do using the API: Luware offers a Public REST API that allows programmatic management of Nimbus users, services, licensing contingencies, and other provisioning‑level functions. It supports: Create, delete, and read Nimbus‑specific user entries, Create, delete, and read services and associated configuration properties. API access is enabled via tenant‑level configuration and Azure AD/Entra ID app registration. Luware’s API uses Azure AD / Entra ID authentication, requiring appropriate app permissions. Luware also provides an official Nimbus Connector for:; ; Power Automate,; Power Apps,; Logic Apps,; Copilot Studio.; ; This connector allows you to trigger flows, update tasks, integrate with external systems (CRMs, ERPs), create outbound calls, update contacts, etc.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise the Luware Nimbus service extensively, both through the browser‑based Admin Portal and through Teams‑integrated configuration tools. ; ; Luware Nimbus includes a visual workflow editor that allows you to customise:; ; IVR menus,; Opening hours,; Routing logic,; Automated messages,; Task flows.; ; This can all be done without coding using a drag‑and‑drop interface.; ; Service Owners and Admins can customise how each service behaves, including:; ; Queue behaviour,; Skills‑based routing,; Caller priority rules,; Opening hours,; Organisation Units (hierarchical service structures).; ; All of these can be set via the Nimbus Admin UI.; ; Users can configure:; ; Skill‑based routing,; Presence‑based routing (Teams presence),; Custom parameters (e.g., route based on country, language, account type).; ; These routing controls allow very granular handling of calls and tasks.; ; Nimbus integrates into Microsoft Teams and allows users to:; ; Add Nimbus as a tab inside Teams channels,; Configure workflows tied to Teams groups,; Adjust how calls distribute between team members.

Scaling

• Independence of resources: Luware Nimbus runs as a Private Cloud service (not public shared compute).; This means customers do not share a public multi‑tenant compute environment with unknown external tenants. Private cloud deployment isolates:; ; Compute,; Storage,; Processing,; Telephony workloads.; ; This inherently prevents “noisy neighbour” performance impact from other organisations’ call volumes.; ; Platform performance is backed by a 99.99% availability SLA: Achieving 99.99% availability requires:; ; Automatic scaling,; Load balancing,; Resource separation,; High‑availability cluster design.; ; These mechanisms ensure one customer’s load cannot degrade another’s service.; ; Azure‑based isolation & resource scaling.; Luware Nimbus is built natively on Microsoft Azure and Microsoft Teams infrastructure.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Luware

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Luware protects data at rest using a combination of Microsoft Azure’s built‑in encryption, Luware’s own certified security controls, and architectural protections woven into how Nimbus and Recording services operate. Data is stored in Microsoft Azure with built‑in encrypted storage (AES‑256)
• 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: Exporting Data Using In‑App Nimbus Reporting; Luware Nimbus includes built‑in reporting views for live data and historical session lists.; Luware’s documentation explains:; ; Nimbus provides live task visibility, historical sessions, dashboards, and reporting views.; ; What Users Can Export; ; Historical session lists; Live service task lists; KPI dashboards; User performance metrics; ; How Users Export; ; Open the Nimbus Admin Portal.; Navigate to:; ; Sessions List; Dashboards; Service Metrics; ; Use the Export option (CSV or Excel depending on the view).; ; This method is best for quick, smaller‑scale exports.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XLSX
  • JSON
  • OData
  • CDM
• Data import formats: Other
• Other data import formats: None

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Graph API (HTTPS)
• Data protection within supplier network: Other
• Other protection within supplier network: SOC 2 Type II & ISO 27001, DDOS, RBAC. Luware protects data within its own cloud network using a combination of certified security controls, encrypted infrastructure, strict access governance, operational security processes, and Microsoft Azure’s built‑in protections.

Availability and resilience

• Guaranteed availability: Luware publicly states a 99.99% availability guarantee for its cloud services, including both:; ; Their general cloud platform offerings,; Luware Recording services.; ; Luware publishes its SaaS agreements publicly, but the available summaries do not list specific service credit/refund calculations. The SaaS Agreement page only gives access to agreement versions without detailed SLA‑refund terms.; ; The Luware Resource Library notes that the Luware Cloud Service Description and Service Licence Agreements include full terms, but these documents must be requested directly from Luware support and are not publicly indexed,
• Approach to resilience: Luware builds its cloud products—including Luware Nimbus and Luware Recording—on Microsoft Azure. Their use of Azure’s global cloud infrastructure is the primary foundation of their resilience strategy. While Luware does not publicly disclose a full architectural whitepaper (their Cloud Service Description can only be obtained via request).; ; Luware Nimbus and other Luware cloud services are hosted on Microsoft Azure, providing:; ; Multiple datacenter regions and availability zones,; Built‑in redundancy, fault‑tolerance, and global load balancing,; Enterprise-grade reliability and certifications.; ; Luware Nimbus stores data in the Microsoft Azure Cloud.; Azure datacenters are geographically distributed and clustered (e.g., “Switzerland North” cluster across Zurich, Winterthur, and Schaffhausen).; ; Reduced Data Exposure & Minimal Data Storage:; Luware Nimbus does not store or process media streams; those remain entirely within the customer’s Microsoft Teams tenant. Luware only processes and temporarily stores:; ; Caller metadata,; Employee and performance information,; Optional stored context (up to 30 days).; ; While not Luware‑specific, hosting on Azure provides established resilience mechanisms such as:; ; Availability Zones: Independent datacenter fault domains,; Global Load Balancers: Direct traffic away from unhealthy regions,; Redundant compute and storage layers,; Data replication capabilities.; ; Microsoft's reliability and redundancy guidelines describe how workloads gain resilience by using multi‑component redundancy, zone separation, and replicated infrastructure.
• Outage reporting: Luware maintains a public portal with a real‑time status dashboard showing:; ; Current system health, past incidents, and planned maintenance.; Includes uptime performance for all Nimbus regions.; Provides incident history and maintenance schedules.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: We restrict access to management interfaces and support channels using Single Sign-On, Multi‑Factor Authentication, and strict role‑based access controls. Users receive only the minimum permissions needed, with access requested and removed through formal Autotask workflows. Privileged accounts are tightly controlled, individually assigned, logged, audited, and granted only when required. External and supplier access is limited, time‑bound, sponsor‑approved, and monitored. All activity is authenticated, logged, and regularly reviewed to ensure secure, least‑privilege access across all systems.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: 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: Nexus Open Systems operates a fully certified ISO 27001:2022 Information Security Management System (ISMS), ensuring robust protection of client data. The ISMS is built on a comprehensive policy framework covering confidentiality, integrity, availability, and compliance obligations. Core policies include structured risk management, access control, asset management, data classification, incident response, and business continuity planning—ensuring risks are identified, access is tightly governed, assets are protected, and incidents are swiftly managed.; To maintain strong governance, Nexus follows a clear reporting structure with defined roles such as an ISMS Manager, top‑level leadership oversight, and dedicated control owners. Regular management reviews assess risks, audit results, and improvement opportunities, supported by an independent internal audit function. This ensures policies are consistently monitored, validated, and enhanced over time.; Policy compliance is reinforced through mandatory staff training, formal policy communication and acknowledgement, ongoing monitoring of controls and security events, and annual external ISO surveillance audits. These measures ensure continual improvement and sustained alignment with internationally recognised information security standards.
• 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: Nexus follows a structured Change Management Policy to ensure all IT system changes are planned, controlled, and coordinated to protect confidentiality, integrity, and availability. We track all service components throughout their lifecycle by logging every change in Autotask, ensuring traceability. Each change request includes a security‑focused impact assessment, rollout and back‑out plans, and is reviewed by our Change Advisory Board (CAB). Changes are categorised, risk‑assessed, and monitored through regular reviews and ISO 27001 dashboards. This structured process ensures all modifications are controlled, evaluated for potential security impact, and implemented without compromising the confidentiality, integrity, or availability of our systems.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process continually tracks and assesses threats using penetration tests, monthly vulnerability scans, SOC monitoring, Microsoft Defender alerts, and vendor security updates. Potential risks are prioritised using CVSS scoring, and critical vulnerabilities trigger immediate assessment and remediation. Patches are evaluated, tested, and deployed promptly through our change or incident management processes. Threat intelligence comes from our SOC platform, Defender alerts, regular testing, infrastructure reviews, user reports, and industry security sources, ensuring rapid, informed action to protect our services.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We identify potential compromises through continuous log collection, automated alerting, and central correlation via Microsoft Sentinel and our 24/7 SOC, which monitors activity across endpoints, networks, cloud services, and email. When a potential compromise is detected, security analysts investigate immediately, contain threats, and escalate to our internal teams for remediation. Incidents are responded to rapidly, supported by real‑time alerting, behavioural analytics, and threat intelligence from Defender, Sentinel, our SOC, and trusted security sources. This proactive monitoring ensures swift detection, analysis, and response to protect our services.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We operate a formal incident management process with predefined procedures for handling common security events. Users report incidents quickly to Nexus Managers, who escalate them to the SOT as needed, with all incidents recorded and categorised in Autotask. Each incident is reviewed, resolved, and may be added to our risk or continuous‑improvement register. We provide incident updates or awareness alerts via Teams, ensuring clear communication and timely corrective action.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free Trial – 30 days

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

• Less than £250,000: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Thursday 29 April 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 77bb768a-1d04-4ac5-918d-942a5ce2fe2a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D611c9ae-a5c9-4449-bdea-bc5b9d580cf3
• 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
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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

  • 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
    • 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

  • 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
    • 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
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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
    • 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

  ODT

• Terms and conditions

  ODT

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