DestiNet Ltd T/A NewZapp Communications

NewZapp Automation

Coordinate your automated communications email with industry-leading Omnichannel software. Used by Crown Commercial services. Enhancing performance through targeted engagement. NewZapp Communications is designed and developed to improve performance by keeping contacts informed and engaged. Our ISO 27001 certified systems and UK based servers are GDPR compliant and totally secure.

Features

• ISO27001 & Cyber Essentials Certified. 100% UK Based servers.
• Real-time reporting, A/B testing, heatmap analytics and exportable reports.
• Industry leading drag & drop editor for quick content creation.
• Full email authentication for maximum deliverability.
• Reach all contacts with a platform designed for External Communications.
• Onboarding and ongoing support with dedicated account managers.
• Dynamic Content and Email Automation
• Contact management, segmentation, grouping and custom tagging.
• Advanced email analytics integration with Microsoft Power BI.
• Content automation and full integration with your current systems

Benefits

• Easy to use contact engagement software.
• High delivery and engagement rates.
• Create branded campaign communications that staff will want to read.
• Track engagement by contact segment - behaviour, location and more.
• Excellent customer service.
• ISO 27001 & Cyber Essentials Certified. Full GDPR compliance.
• Targeted email campaigns through scheduling and dynamic segmentation.
• Desktop view, mobile view and spam check before delivery.
• Improve engagement and productivity across your campaigns.
• Create & track QR code campaigns and landing pages

• 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 sales@newzapp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

715062310315404

Contact

Darren Hepburn
01392 447 200
sales@newzapp.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: The omnichannel platform requires an internet connection and a secure browser window.
• System requirements:
  • Internet Connectivity
  • Microsoft Edge
  • Google Chrome
  • Enable pop-ups and JavaScript
  • Accessible Email Address / Microsoft Account
  • Minimum screen resolution 800px wide
  • IOS Safari

User support

• Email or online ticketing support: Yes
• Support response times: 2 hour response time Monday - Friday 9am - 5pm.; Up to 48 hours response time Weekends and Bank Holidays.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: We use HubSpot for our web chat facility. They have worked with a visually impaired (70% sight loss) web developer for over 12 months. He was able to use the system with a help of a monitor specially designed to assist users with visual difficulties.
• Onsite support: Yes, at extra cost
• Support levels: Full access to our online support desk which can be accessed via email, live chat, online meeting (Microsoft Teams & Google Meet) and telephone.; ; Our service includes access to an dedicated account Manager, whose role is to help customers to get the best use of our service offering ideas and sharing best practice and the experience of the user community.; ; We offer regular account reviews for customers to help improve employee engagement and review the potential use of additional services. Our support team are based in the UK and can be reached on +44 (0)1392 447200
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: NewZapp Communications onboarding begins at the point the organisation becomes a new customer. The new users are greeted by a dedicated Account Manager who works towards creating an onboarding plan. The plan is designed to ensure the setup and implementation meets the customer needs, and is providing the results the customer wants as quickly as possible. Key stages are: Introduction meeting. Technical setup. Template design. System training. First campaign walkthrough.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All account data is retained for the life of the purchase licence term. When the account is closed, we will ask what you want us to do with your data. If you do not ask us to delete it sooner we will delete the data within 30 days.
• End-of-contract process: At the end of the contract NewZapp Communications shall no longer provide the Services to the Customer and the Customer shall promptly cease using the platform. Each party shall promptly destroy all Confidential Information of the other party in its possession. Within 30 days following termination, the Customer may retrieve the data in accordance with established and reasonable system access procedures. After such period, NewZapp Communications will have no further obligation to store and/or make the data available.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We recommend editorial work and contact imports are performed on a desktop but delivery, monitoring and reporting is available on mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: You can login to the software from our homepage https://newzapp.co.uk
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: The user interface enables administrators to easily create and send bulletins and alerts to lists of staff, create surveys and polls, analyse data reports and fully manage the service.
• API: Yes
• What users can and can't do using the API: The service has a comprehensive open API that permits extensive use of the service, from sending messages to adding and managing contacts. Details of how to setup, change and administer can be found here: https://help.newzapp.co.uk/api-integration
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The internal communications emails in the form of the newsletters or flyers or event invites can be customised to the customer branding.; ; Personalised greeting can be added through mail merge. The subject line and sender details can be personalised. This allows the sender to personalise the From Name, From Email Address and Reply-To Address so they are targeted at the particular subscribers receiving the communications.; ; Drag & Drop provides the user creating the email the ability to move articles around their emails by dragging and dropping into position. NewZapp Communications also provide the functionality to add, move and delete components within emails. Other possibilities also exist.; ; Users can create, deliver and report on surveys and polls.

Scaling

• Independence of resources: Our omnichannel platform is highly scalable and sits on the very best and latest AWS architecture. The system load is monitored 24/7 and in our 25 year history we have never had a demand outage issue. The platform sits on architecture that is capable of handling double its potential load at anytime.

Analytics

• Service usage metrics: Yes
• Metrics types: Once your campaigns have been sent you can view their performance with our real-time reporting. See which individuals have opened and clicked on emails. Understand how your emails are being read with hotspot overlay. Know the best time to send your emails with the timeframe heatmap. Establish what devices your employees use to access your emails. Create branded PDF reports to share with your colleagues. Export reports into Microsoft Excel for further analysis.; Gather insight with QR Code Campaigner for gathering data from non email contacts and full survey reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: 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
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data (including contact data/email addresses, content data/email articles, subscriber activity data/employee engagement reports) can be extracted by authorised users via the web UI (in CSV, HTML or PDF formats). Or via the API (in XML format).
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
  • XLXS
  • Microsoft Power Bi
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • API
  • JSON

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: We will provide NewZapp in accordance with the following Service Levels: Uptime will be a minimum of 99%; We will send 99% of Messages within two hours of the Scheduled Send Time. We will perform security and system updates which may incur scheduled Downtime. Our aim is to perform these outside of normal business hours unless there is an emergency. We will communicate all such downtime and its likely duration not less than 24 hours prior to its occurrence. For more information please see section five of our terms and conditions here: https://newzapp.co.uk/legal/terms-and-conditions/ and our SLA here: https://newzapp.co.uk/legal/service-level-agreement/
• Approach to resilience: NewZapp commits to its Service Level Agreement. For 25 years our highly scalable cloud based platform has been hosted in UK based secure data centre. We are RIPE members and have our own IP address allocation.
• Outage reporting: Email and sms alerts to our development team are issued should we have a Severity 1 critical production issue affecting all users that severely impacts use of the software. Clients will be contacted via email within the hour and regular updates will be posted on our login screen, social media and system newsfeed.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Login via administered Microsoft Credentials.
• Access restrictions in management interfaces and support channels: NewZapp Communications is a dedicated named multi-user licencing system with email non-generic email address usernames that must be verified before access is granted. Passwords are only known by the user, should it be forgotten it will need to be reset. We do not allow "sharing" of user logins, monitoring IP address and system information to identify multiple logins. If a user is logged in, no one can login with the same username and password without ending the current session.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Login via administered Microsoft Credentials.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: NewZapp Communications has many security policies and processes that support both ISO 27001 and Cyber Essentials certification. Failure to follow the security policies/processes can result in disciplinary action up to and including termination as per our accepted employment terms. Security reports through the Operations director who reports to the Managing Director who is a member of the board and responsible for security.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: User story statements are created for all changes. These stories include information on potential customer impact. Any changes and rollouts are reviewed during daily development management meetings and must be approved before being implemented. Change controls and processes are independently assessed for compliance with ISO27001 tolerances.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management controls are regularly checked for compliance with ISO27001 tolerances. The development team meet on a monthly basis to review any potential vulnerabilities and identify timelines and ensure that issues are addressed
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring controls are assessed to relevant ISO27001 standards. If a breach is confirmed, the customer support team reaches out to all impacted customers immediately and provides updates every hour until the issue is contained.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management protocols are assessed to ISO27001 standards. Users can report incidents by telephone or email. This starts a process which includes identifying and closing down any affected areas of the system. The incident is reported to customer support so they can liaise with any impacted customers. Incident report updates are sent every hour.
• 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: We offer a free 90 day trial of the software so you can do a full campaign to your contacts with no obligation.
• Link to free trial: https://newzapp.co.uk/book-a-demo/?gcloud15-internal-comms-software

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institution
• ISO/IEC 27001 accreditation date: Tuesday 24 September 2024
• 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: Fa0184d1-c0dd-4a5d-8223-d0fa82665432
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• 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
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • 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

  • 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
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • 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
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

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

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

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

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

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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • 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
    • 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
    • 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 sales@newzapp.com. Tell them what format you need. It will help if you say what assistive technology you use.