CLOUDCLEVR LIMITED

8x8 Real-time Agent Assistance / QM

Real-time agent assistance provides contextual guidance within the Agent Workspace, helping staff resolve enquiries faster and more consistently. It automates routine tasks, reduces training overhead and supports secure reuse of existing systems. Built-in reporting enables performance insight, helping manage demand efficiently without increasing staffing levels. UK based delivery and support.

Features

• Suggests next steps during live interactions to aid agents.
• Contextual workflow prompts help agents follow structured guidance.
• Automated AI-generated call summaries.
• Identifies repeat interactions, reasons for contact and trending.
• Identifies customer sentiment and provides alerts when intervention is required.
• Automated CRM data population on conversation context reduce re-keying data.
• Assists agents across voice and digital channel interactions.
• Provides agent prompts to ensure compliance standards are adhered to.
• Real-time Agent Assistance/QM runs within the standard 8x8 agent interface.
• Sentiment analysis and prompts provide performance insights and ensure compliance.

Benefits

• Real-time conversation analysis prompts next best action and responses.
• Reduce need for extensive training periods with contextual AI guidance.
• Reduce interdepartmental transfers and delays due to knowledge gaps.
• Improve efficiency with automated call summaries and CRM population.
• Ensure uniform call handling across all staff with contextual guidance.
• Maintain policy conformity every time with agent prompts.
• Reallocate resources confidently, with AI powered guidance to support staff.
• Support teams with supervisor insights and alerts allow for intervention.
• Support remote workers with information to ensure service consistency.
• Support voice, chat, email, and digital channels, providing consistent experiences.

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

Framework

G-Cloud 15

Service ID

756439277381389

Contact

Dave Harrison
02030055066
publicsector@cloudclevr.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: 8x8 CX is intended as a complete, single-sourced cloud communications platform, but can also be used to extend existing communications services and integrate with third-party applications, including CRM systems and its CPaaS capabilities for proactive outreach services.
• Cloud deployment model: Public cloud
• Service constraints: The services delivered via the 8x8 CX platform are designed for scalability, reliability, security, global reach, and sustainability. This includes a 99.999% financially-backed SLA for end-to-end services availability. Successful implementation, operation, and ongoing management require adherence to technical prerequisites, especially regarding local network connectivity and compliance with voice over IP regulations and carrier interconnection. Planned maintenance by 8x8 is performed without disrupting customer operations. Customer-facing aspects, such as portals and user interfaces, are upgraded at the convenience of the customer, while non-facing elements are upgraded seamlessly without interrupting service continuity.
• System requirements:
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS)
  • Data centre network addresses (IP number whitelist)
  • Supported third-party endpoints (e.g. desk phones)
  • User device hardware prerequisites for 8x8 applications
  • User device software prerequisites for 8x8 applications
  • Browser prerequisites for user, supervisor and admin portals
  • QoS recommended for voice/video prioritisation on LAN/WAN
  • Headset recommended for agent audio quality and comfort

User support

• Email or online ticketing support: Yes
• Support response times: Target response times are listed below and apply to our standard and extended support tiers. Other tiers of support are available including Enhanced, Premium and Premium+.; ; P1 - 4 hours.; P2 - 8 hours.; P3 - 16 hours.; P4 - 24 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer several tiers of support - Standard, Extended, Enhanced, Premium and Premium+.; ; Standard covers working hours, between the hours of 9:00 AM and 5:30 PM GMT on Business Days.; Extended is 24x7.; ; CloudClevr’s experienced UK based technical support team is on hand to help resolve any customer issues. A dedicated account manager supported by our Customer Service team and other back office departments will support the customer and contract.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PM methodology and PRINCE2 principles, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.; ; Project stages include:; 1. Project kick-off: Introducing the team, explaining the process, and setting deliverables and timelines.; 2. Solution design (discovery): Assessing network, collecting user profiles, call flow details, and other requirements, including number porting prep.; 3. System configuration and admin training: Configuring the system, providing admin training, and activating phones.; 4. System test and user training: Testing and providing training materials for end-users.; 5. Go-Live: Making the system operational by forwarding calls.; 6. Number porting: Transferring current numbers to our system.; 7. BCD sign-off: Officially approving the Build Capture Document.; 8. Transition to support: Ensuring smooth operations post-implementation, with ongoing support as outlined in our agreement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data within 8x8 systems is automatically deleted within 24 hours of the contract's expiration. Customers must utilise the built-in product features or APIs to export necessary data elements before contract expiry to prevent data loss. Failure to do so renders the data irretrievable. Additional fees apply if data retrieval is requested beyond contract termination.; ; For Contact Centres:; - VCC CRM Data: Customers utilise the 8x8 Case and Contact Management API for email attachments.; - VCC Analytics: Customers access and download reports.; - Quality Management/Speech Analytics: Customers are responsible for downloading reports and related data.; - Call Recordings: Accessible via VCCs SFTP server.; ; For Back Office:; - Numbers Report: Admins generate PBX number lists.; - User Report: Admins create user reports for service setup.; - Device Report: Customers generate usage and assignment reports.; - Sites and Site Addresses: Admins access setup and physical address details.; - Call Recordings: Admins access current and archived call recordings.; - Work Groups: Admins view configurations, with detailed reports available on request.; - Auto-Attendants: Admins access lists of numbers and assignments.; - Contact Directory: Admins generate .csv format contacts reports.; - Analytics for 8x8 Work: Users with appropriate licences generate and download CDR records.
• End-of-contract process: 8x8 is delivered as a self-service platform, enabling customers to administer and manage their services directly. At the end of the contract term, CloudClevr will follow its exit management methodology to support an orderly and secure transition of services to an alternative supplier or back to the Buyer. In line with the contract terms, CloudClevr can provide reasonable assistance as required, including an agreed transition plan with timelines and deliverables, knowledge transfer, continuity support to minimise disruption, and the provision of relevant documentation/runbooks and handover support (including training where required).; ; Upon the expiration of the contract, all data within the 8x8 platform is processed for deletion and will be deleted within 60 days of contract expiry. Customers are responsible for extracting any data from 8x8 products using the provided tools and APIs prior to the contract expiring; however, CloudClevr can provide support and guidance to assist with data export and transition activities where required. Upon the contract expiring, any customer data remaining on the platform shall not be accessible and/or recoverable. Please refer to our exit management provision in our service description for more information.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: 8x8 provides onboarding and offboarding documentation through its online support resources and developer documentation. Most guidance materials are delivered in web-based (HTML) format, enabling users to access content using standard browser accessibility features such as keyboard navigation, browser zoom and screen magnification, and screen reader support (depending on the user’s device and configuration). Supplementary reference materials may also be provided as downloadable files.; ; Onboarding documentation includes guidance for service setup and configuration, administration tasks, and end-user enablement. Offboarding documentation includes guidance on data export and steps to support service decommissioning and transition activities.; ; We aim to present documentation in a clear and consistent structure using headings, labelled sections and step-by-step instructions to support readability and usability for all users, including those using assistive technologies. Where customers identify accessibility barriers or require content in an alternative format, we can provide support via standard support channels and will consider feedback as part of ongoing documentation improvement.

Using the service

• Web browser interface: Yes
• Supported browsers: Microsoft Edge
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences in features between 8x8 Work Desktop and 8x8 Work Mobile.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: 8x8’s application features two primary browser-based interfaces for service and administration. The Admin Console empowers customers to manage PBX features like users, hunt groups, and auto attendants. Configuration Manager serves as the platform for administering Contact Centre elements, including call flows, agent skills, omnichannel settings, and service levels.
• Accessibility standards: None or don’t know
• Description of accessibility: The service interface is not fully WCAG compliant and some interface components may present accessibility limitations for users who rely on assistive technology. For example, certain administrative workflows may require additional mouse interaction, and some screen reader experiences may be inconsistent depending on the page structure and control type. As a result, some users may not be able to complete all configuration tasks independently using assistive technology alone.; ; Where accessibility barriers are identified, 8x8 can provide support and guidance to help.
• Accessibility testing: 8x8 incorporates accessibility considerations into its product development and validation activities. Testing includes functional checks of keyboard operability, browser zoom and scaling behaviour, and compatibility considerations for assistive technologies within common browser and operating system environments.; ; 8x8 also reviews accessibility-related feedback and reported usability barriers as part of ongoing service improvement. Where issues are identified, 8x8 investigates the root cause and uses findings to inform remediation and future enhancements.; ; While 8x8 has not completed formal usability testing of the service interface with end users who rely on assistive technology as part of a certified accessibility conformance programme, 8x8 can engage with customers to understand specific assistive technology requirements (for example, screen reader and browser combinations) and support validation of changes where required.
• API: Yes
• What users can and can't do using the API: 8x8 provides API access across its services, including 8x8 Work (UCaaS), 8x8 Meet, 8x8 Contact Centre (CCaaS) and supported integrations (e.g., identity providers and CRM systems). APIs enable customers and partners to integrate voice, messaging, meetings and contact centre capabilities into business applications and workflows. APIs are available via the 8x8 Developer Portal.; ; Using the API, users can automate service setup and ongoing administration such as user provisioning, identity and authentication configuration, licence assignment, feature enablement, and retrieval of analytics and reporting data. Typical API use cases include synchronising users from an IdP, integrating communications into CRM workflows, automating reporting, and enabling real-time dashboards.; ; Users can make changes through the API including updating user attributes (e.g., name, email and department), enabling/disabling supported features, and managing supported provisioning and integration settings.; ; Limitations depend on the specific API and permissions. Some actions may be restricted by role-based access controls, certain attributes may not be synchronised, and some delete or irreversible actions may not be supported. API use may also require compatible environments (e.g., TLS 1.2+).
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: 8x8’s CX solution is highly adaptable to meet the specific needs of each customer. For example, individual requirements for Contact Centre operations - such as routing voice, chat, email, digital bot, or voice bot contacts, defining agent skill levels, determining in-queue treatments for end customers, and configuring real-time and historical reporting - are accommodated seamlessly. ; ; Additionally, customisation extends to integration needs, whether for standard integrations or applications unique to a customer’s business. In Unified Communications (UC), customers can integrate 8x8’s capabilities into platforms such as MS Teams. Each user can have a tailored persona, ensuring their unique UC needs are addressed. For instance, users may opt for call recording or need to participate in hunt groups. Therefore, our solutions is customisable to meet the communications requirements of each customer.

Scaling

• Independence of resources: 8x8's cloud-based communication services offer unparalleled scalability, anticipating resource needs for deployment and growth. The technology scales horizontally, unconstrained by limited resources, and leverages ML and AI algorithms to forecast bandwidth, carrier access, and hardware requirements. Systems automatically adjust resources based on load, with rigorous review by their architecture team to ensure reliability, availability, and security. Dedicated quality assurance teams conduct thorough testing against replica production platforms to uphold 8x8 standards, including load testing. This approach ensures seamless scalability and robust performance, guaranteeing their ability to support both existing and new customers effectively.

Analytics

• Service usage metrics: Yes
• Metrics types: 8x8 provides detailed usage and performance metrics across voice, video, chat, email, and AI interactions. Customers access real-time and historical data via tools such as 8x8 Analytics, Quality Management, and Work Analytics. Metrics include call volume, duration, agent performance, queue times, customer sentiment, and network quality indicators (MOS, jitter, latency). Customisable reports and dashboards allow users to visualise KPIs and export data in CSV, XLS, or PDF. This empowers administrators and supervisors to monitor service effectiveness, optimise operations, and support compliance.
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: 8x8

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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: Physical access control, complying with SSAE-18 / ISAE 3402
• 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: 8x8's Analytics applications enable users to export data in CSV, XLS, or PDF formats directly from our native interfaces. Additionally, 8x8 offers APIs that allow querying databases to retrieve reporting data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats: Other
• Other data import formats: No import capability

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: There are no network-network connections. All data traversing between the networks terminates on 8x8 provided applications and is protected in transit by TLS1.2 Any UI (other than 8x8's public web pages) or API endpoint accessed by customers requires authentication and authorisation.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 8x8 ensures a consistent and reliable end-user experience through a highly available architecture supported by a platform-wide uptime SLA of 99.999%.
• Approach to resilience: A dedicated Architecture team conducts thorough reviews of all significant changes to service definitions and products before their release, as part of 8x8's New Product Introduction (NPI) process. This review involves scrutinising design and implementation to identify potential service risks. System components undergo systematic evaluation and risk assessment using the "Failure Mode and Effects Analysis" methodology. Risks are scored based on factors such as methods of failure detection, automation of failover, failover duration, severity of failure impact, and likelihood of occurrence. If a component or system poses an unacceptable risk, the proposed solution is rejected, and engineers are tasked with refining the solution or providing mitigations. Mitigations may include implementing faster detection methods, adding redundancy, reducing recovery times, or making lower-level software changes to enhance resilience against failure modes.
• Outage reporting: The 8x8 Security Information and Event Management (SIEM) team as well as their Network Operations Center (NOC) work together to provide management alerts should any service affecting, or security incident occur. The management alerts are sent via dedicated messaging channels to responsible individuals around the world and include an audio conference bridge. The support organization has a dissemination process for reporting to customers utilizing a web-based Support Portal. Updates are as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued if nothing changes by that time. Desktop exercises are conducted at least annually to test the incident response policy and processes which includes senior stakeholders in the business.; ; In cases where multiple customers are affected, a Master ticket is generated, and all customer portals are automatically updated with relevant information from the Master ticket. Updates to the Master ticket are made as events occur, with multiple changes consolidated into single updates when necessary. Each update message specifies when the next update will be issued, if there are no changes in the interim.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: 8x8 enforces strong access controls ensuring that all staff have unique user IDs with strong passwords following the latest NIST guidelines. Multi-Factor Authentication is enforced for all access utilizing a well know SSO provider. All 8x8 employee access is logged, together with IPs, and is monitored by both IT and Security Information and Event Management (SIEM) teams.
• 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: 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
  • Other
• Other security governance standards: CloudClevr - ISO 9001, ISO 20001, Cyber Essentials.; ; 8x8 - FISMA/NIST, SOC2, HIPAA, HITRUST, ISO27001, ISO 27017, ISO 27018, ISO9001 + ISO 14001 in the UK, CPNI, UK Govt Cyber Essentials, PCI-DSS SAQ D.
• Information security policies and processes: 8x8 adhered to a comprehensive set of policies, standards, and procedures that are in line with the NIST framework. The Chief Information Security Officer (CISO) and their team are responsible for establishing security policies and standards. The Product group, led by Chief Product Officer (CPO), is tasked with executing these policies, developing associated processes, and implementing necessary systems. This group oversees product, project, engineering, operations, and quality assurance teams.; ; 8x8's security team conducts a formal review annually of all 8x8 security policies. Reviewers of the policies include the security team, subject matter experts, and the 8x8 executive staff. The goal of these reviews is to determine the accuracy and relevance of each security policy and to align on what updates are needed, if any.
• Software Security Code of Practice: No

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: Changes to an IT environment are the biggest cause of future incidents or service degradation. CloudClevr's detailed Change Management process assesses the risk of changes and ensures a forward schedule of change is published to the service desk to ensure changes are communicated and carried out successfully. All changes that carry a risk are fully agreed and approved by the relevant manager before being considered for implementation. For customer specific projects, CloudClevr implements a change control process which ensures that each change proposed during a project is properly defined, considered and approved before implementation. This ensures services are not disrupted.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The vulnerability management program is owned by the 8x8 CISO and operated by the Security Operations team. Vulnerabilities identified internally, via the 8x8 bounty program, or via responsible disclosure, have tickets created which are prioritised based on criticality. DAST and SAST tools are used by the internal team.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: 8x8 employs monitoring systems used by Security Information and Event Management (SIEM), Network Operations Centre (NOC) and engineering teams to manage services. Monitoring spans low-level device events and application logs, providing performance and anonymised usage data. Security controls, including firewalls, intrusion detection systems (IDS) and identity management (IDM), feed into the global SIEM to detect unusual activity and security issues. Logs and events feed into redundant service performance monitoring systems that track network, storage and processing health. Engineering teams use AI/ML predictive thresholds to monitor 1,000 microservices and report to senior management to address concerns and prevent future issues.
• 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: The 8x8 Security Information and Event Management (SIEM) team and Network Operations Centre (NOC) work together to provide management alerts for service-affecting or security incidents. Alerts are sent via dedicated messaging channels to responsible individuals globally and include an audio conference bridge. The support organisation follows a defined dissemination process for customer communications via a web-based Support Portal. Updates are issued as events occur, consolidated where appropriate, and state when the next update will be provided if no change occurs. Desktop exercises are conducted at least annually to test incident response policies and processes, involving senior business stakeholders.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide a trial of the service that will be provided free of charge but there may be Professional Services associated to the set-up of the trial; these will be quoted by our specialist and will require signoff from the customer to accept the charges and set-up the service.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Monday 29 September 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of the Management System applies to the following:-; The provision of IT services including managed services, support, security and assurance; communications solutions including connectivity, internet of things, mobiles, unified communications, contact centre; and a proprietary platform to deliver insights across technology estates.; ; Therefore anything outside of this defined scope is not covered by our ISO 27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Tuesday 11 November 2025
• What the ISO 9001 doesn’t cover: The scope of the Management System applies to the following:-; The provision of IT services including managed services, support, security and assurance; communications solutions including connectivity, internet of things, mobiles, unified communications, contact centre; and a proprietary platform to deliver insights across technology estates.; ; Therefore anything outside of this defined scope is not covered by our ISO 9001 certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A9e96c0e-e106-4d06-b9e9-1ba11de6322f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Da4d742b-aee4-41b9-a65c-0b32438d0610
• Other security certifications: Yes
• Any other security certifications: ISO 20000-1 : 2018

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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • 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
    • 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
    • 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 that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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

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

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

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

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

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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • 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
    • 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
    • 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 publicsector@cloudclevr.com. Tell them what format you need. It will help if you say what assistive technology you use.