GoZupees

VERSET

VERSET is a SaaS omnichannel agentic platform that automates and assists L1 customer support across voice, chat and messaging channels (including WhatsApp). It handles common enquiries end-to-end, routes and escalates when needed, and improves support efficiency through structured workflows, knowledge-driven answers and reporting.

Features

• Omnichannel support across voice, chat, WhatsApp, and messaging
• Automated handling of common L1 customer support enquiries
• Configurable workflows for triage, routing, and escalation
• Knowledge-driven responses using organisation-provided information
• Seamless handover to human agents with full context
• Call and chat summaries with structured data capture
• Role-based administration and access controls
• Conversation transcripts and audit logging
• Reporting on volumes, intents, and resolution outcomes
• APIs for integration with existing support systems

Benefits

• Reduces L1 support call and ticket volumes
• Improves response speed across customer support channels
• Frees human agents to handle complex issues
• Provides consistent answers across all customer interactions
• Improves customer experience through faster resolution
• Reduces operational support costs
• Improves visibility into customer demand drivers
• Enables scalable support without proportional staffing increases
• Improves agent efficiency with structured handovers
• Supports extended service hours without additional staffing

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

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

Framework

G-Cloud 15

Service ID

757132921591432

Contact

SANDEEP BANSAL
02082404464
sandeep@gozupees.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre

  Advertising

  • Advertising Measurement
• 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: Can run standalone as an end-to-end omnichannel support solution; ; Also integrates with and extends other systems, such as:; ; Contact centre platforms; CRMs; Service desks; Telephony systems; Knowledge bases
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: VERSET is delivered as a cloud-based service hosted and managed by the supplier and requires internet connectivity for access. Planned maintenance is carried out outside normal business hours wherever possible and may result in short periods of reduced functionality. The service is available as a public cloud SaaS offering and can also be deployed in a private cloud environment where required. For private cloud deployments, configuration, integration scope, security requirements and onboarding timelines are agreed with the buyer.
• System requirements:
  • Modern web browser supporting HTML5 and JavaScript
  • Stable internet connection for accessing cloud-based service
  • Network access to required APIs and integrations
  • Supported telephony or messaging channels where applicable
  • Buyer-provided credentials for integrated third-party systems
  • Secure user authentication enabled by the buyer
  • Audio devices for voice interaction use cases
  • Firewall rules allowing outbound HTTPS traffic
  • Access to email for notifications and alerts
  • Compliance with buyer’s internal security policies

User support

• Email or online ticketing support: Yes
• Support response times: Support requests are acknowledged during UK business hours, Monday to Friday, excluding public holidays. Initial responses are typically provided within one business day. Weekend support may be available by prior agreement for customers with enhanced support arrangements. Response times may vary depending on the nature and priority of the request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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 AA
• Web chat accessibility testing: We test our web chat user interface for accessibility against WCAG 2.2 AA requirements as part of routine QA. This includes keyboard-only navigation checks, focus order and visible focus indicators, contrast checks, and ensuring interactive elements have appropriate labels. We perform basic screen reader checks using commonly available assistive technologies (for example, VoiceOver and NVDA) to confirm that chat controls, buttons and status messages are announced correctly. We also review chat flows to minimise timeouts and ensure users can pause or continue interactions. Where buyers have specific accessibility requirements, we can work with them to validate compatibility within their environment and incorporate feedback.
• Onsite support: Yes, at extra cost
• Support levels: 1) Standard Support (included); ; Email and online ticketing support during UK business hours (Monday to Friday, excluding public holidays).; ; Platform incident triage, troubleshooting guidance and standard product guidance.; ; Target initial response: within 1 business day.; ; Cost: Included within the service subscription.; ; 2) Enhanced Support (additional cost); ; Priority handling for incidents and service-impacting issues.; ; Faster target response times aligned to agreed severity levels.; ; Optional scheduled support outside business hours (including weekends) by agreement.; ; Cost: Additional fee, priced as a percentage uplift on the subscription or a fixed monthly charge (agreed with the buyer).; ; 3) Premium Support / Managed Service (additional cost); ; Proactive monitoring (where applicable), regular service reviews and operational support.; ; Support for integrations, configuration changes and release coordination.; ; Cost: Fixed monthly managed service fee, scoped and agreed with the buyer.; ; Technical Account Manager / Cloud Support Engineer; ; Standard Support: Named support contact (shared team).; ; Enhanced/Premium: Option for a named Technical Account Manager and access to a cloud support engineer, subject to agreement and pricing.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We help users start using VERSET through a structured onboarding process that enables a fast, controlled go-live and then continuous improvement.; ; Onboarding typically includes: confirming usecases, channels and success measures; setting up the service environment, users and role-based access; configuring initial workflows for common support enquiries, triage, routing and escalation; loading and validating buyer-provided knowledge content and approved responses; connecting required integrations (for example CRM, service desk, telephony or messaging); and running end-to-end testing with sample conversations before go-live.; ; Training is provided as standard through online sessions and supporting materials. We deliver administrator training (configuration, permissions, knowledge management, reporting and audit views) and operator training (monitoring conversations, reviewing summaries and transcripts, handling handovers, and managing escalation and exceptions). We provide user documentation including onboarding checklists, runbooks for day-to-day operations, troubleshooting guidance, and release notes.; ; Where buyers require it, onsite training and workshops can be provided at additional cost. After go-live, we provide a short hypercare period to refine workflows and knowledge content based on live interaction patterns and buyer feedback, ensuring the service operates effectively in the buyer’s environment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: When the contract ends, users can extract their data through a controlled offboarding process agreed with the buyer.; ; Users can export conversation records (for example transcripts, summaries, timestamps, channels and outcomes), structured metadata captured during interactions (such as intents, categories, disposition codes and handover fields), and reporting datasets (volumes, resolution outcomes and performance measures). Where the buyer owns configuration artefacts, we can also provide exports of key configuration such as workflows, routing/escalation rules, business hours settings and buyer-provided knowledge content.; ; Data extraction is available in three ways: (1) self-service exports from the service interface for standard reports and conversation datasets where enabled; (2) API-based export for authorised users to retrieve conversation and reporting data programmatically; and (3) supplier-assisted exports for full dataset extraction or where the buyer requires a specific structure. Exports are typically provided in machine-readable formats such as CSV and/or JSON. Selected reports can also be supplied as PDF if required for records.; ; Exports are delivered securely using authenticated access and/or secure file transfer. We agree the scope, date range and formats with the buyer, confirm successful receipt, and then remove access in line with the offboarding plan and retention/deletion terms in the contract.
• End-of-contract process: End of the contract, VERSET is offboarded through a controlled closure process to support continuity, data portability and secure shutdown. We agree an offboarding plan with the buyer covering the end date, data extraction scope and formats, transition activities, access removal and retention/deletion actions. Users retain access until the agreed contract end date to complete exports and operational handover.; ; Included in the contract price: offboarding coordination and closure call(s); support for a standard data export (for example conversation transcripts, summaries, timestamps, channels, outcomes, and associated structured metadata, plus standard reporting datasets) provided in common machine-readable formats such as CSV and/or JSON; confirmation that exports have been completed; deprovisioning of user accounts and API credentials; disabling integrations; and standard data retention/deletion activities in line with the contract and agreed policy.; ; Additional cost (where requested or required): onsite offboarding support; extended access beyond the contract end date; expedited or large-scale exports beyond standard scope; bespoke data transformations or custom export schemas; migration assistance to a third-party system (for example mapping fields and validating imports); continued managed service support during transition; and private cloud decommissioning activities requiring additional engineering effort. Any additional activities are scoped, agreed and priced in advance through change control.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: VERSET is accessible via modern mobile web browsers and is responsive by design. Core functionality such as viewing conversations, monitoring status and receiving notifications is available on mobile devices. Desktop access provides a fuller administrative experience, including advanced configuration, reporting and workflow management, which are optimised for larger screens and keyboard-based interaction.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: VERSET provides a web-based service interface accessed through a modern browser. The interface includes dashboards for monitoring conversations and volumes, tools for configuring workflows and channels, administration features for managing users and permissions, and views for reviewing transcripts and reports. The interface is designed for support operators and administrators and does not require client-side software installation.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface is tested for accessibility as part of routine quality assurance. This includes keyboard-only navigation checks, focus management, colour contrast reviews, and ensuring form controls and interactive elements have appropriate labels. Basic screen reader testing is carried out using commonly available assistive technologies to confirm that key interface elements, status messages and navigation are announced correctly. Accessibility feedback is reviewed and addressed as part of ongoing product improvement.
• API: Yes
• What users can and can't do using the API: VERSET provides APIs that allow authorised users to integrate the service with existing systems and workflows. APIs can be used to configure channels, submit or retrieve conversation data, trigger workflows, and exchange information with external systems such as CRMs, service desks or telephony platforms.; ; Users can make configuration changes programmatically where supported, such as updating routing rules, passing customer context, or retrieving reporting data. Administrative access and sensitive configuration changes remain controlled through the service interface and appropriate access controls.; ; API usage is subject to authentication, role-based permissions and rate limits. Some setup and advanced configuration activities may require initial configuration through the service interface or supplier-assisted onboarding, particularly for private cloud deployments or complex integrations.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise VERSET to align with their support processes and operational requirements. Customisation options include configuring supported channels, defining workflows for common L1 enquiries, setting routing and escalation rules, managing business hours and out-of-hours behaviour, and maintaining organisation-specific knowledge and response content.; ; Customisation is primarily carried out through the web-based administration interface by authorised buyer administrators with appropriate permissions. Certain configuration changes may also be made programmatically using the service’s APIs.; ; More advanced customisation, such as integration with external systems or private cloud deployment configuration, may be supported as part of onboarding or an agreed support engagement. Access to customisation features is controlled through role-based access controls to ensure appropriate governance.

Scaling

• Independence of resources: VERSET prevents “noisy neighbour” impact through logical tenant isolation, capacity controls and monitoring. Each buyer operates in a logically isolated tenant with tenant-scoped configuration and strict access controls. Workloads are processed using independently scalable services (for example queues and worker pools) so one tenant’s spikes do not consume shared capacity indefinitely. We apply tenant-level rate limiting, concurrency limits and back-pressure to protect service performance, and monitor latency, error rates, queue depth and throughput with alerting and operational runbooks. Automated scaling and capacity planning maintain headroom for demand changes. Dedicated or private deployments can be provided where stronger isolation is required.

Analytics

• Service usage metrics: Yes
• Metrics types: VERSET provides service usage and performance metrics through dashboards and export/API access, filterable by date range, channel, workflow and outcome (subject to role-based access). Metrics typically include volumes by channel, peak times and trends, intent/category distribution, outcomes (resolved vs escalated/handed over, abandoned/timeouts), response and resolution times, workflow completion and drop-off points, escalation triggers and exception rates, handover frequency and captured handover fields, and knowledge usage/coverage gaps. Data can be exported in open formats (for example CSV/JSON) for analysis in buyer BI tools. Metric coverage may expand over time as new reporting features are released.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users export data from VERSET through self-service tools in the web interface, authenticated APIs, or supplier-assisted exports where required. Authorised users can download standard datasets such as conversation transcripts, summaries, structured metadata and reporting outputs, with filters such as date range, channel, workflow and outcome. ; ; For programmatic export and integration with buyer systems, APIs allow retrieval of conversation and reporting data, subject to role-based permissions and rate limits. ; ; For contract-end, audit or migration needs, we can provide secure supplier-assisted exports as agreed. Data is typically exported in machine-readable formats such as CSV and/or JSON, with supporting field definitions where needed.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: 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: VERSET is designed for high availability and we provide an availability service level agreement (SLA) for the standard SaaS service. We guarantee 99.9% monthly availability for the core platform (service interface and APIs), measured over each calendar month. Availability is calculated as the percentage of total minutes in the month that the service is available, excluding pre-notified planned maintenance and events outside our reasonable control (for example, widespread internet or third-party carrier outages).; ; Planned maintenance is scheduled outside UK business hours wherever possible and notified in advance. We monitor service health (availability, error rates and latency) and operate incident management procedures to restore service quickly, including escalation and communication for service-impacting incidents.; ; Service credits / refunds: If monthly availability falls below the guaranteed level, buyers are eligible for service credits calculated against the usage charges for the affected service during the relevant billing month (excluding one-off implementation/integration fees and third-party pass-through costs). Credits are applied to the next invoice (or refunded if the contract has ended):; ; <99.9% and ≥99.5%: 1% service credit; <99.5% and ≥99.0%: 3% service credit; <99.0%: 5% service credit; ; Buyers request credits by raising a support ticket within 30 days of the end of the affected month.
• Approach to resilience: VERSET is designed for resilience at the application, infrastructure and operational levels to minimise disruption and support rapid recovery.; ; We use a cloud-native architecture with multiple independently scalable components (for example the web interface, APIs, workflow processors and integration services). Components are deployed with redundancy and are designed to fail safely, using health checks, automated restarts and controlled degradation where appropriate. Work is handled through queued processing to absorb spikes and reduce the risk of cascading failure. Data is stored in managed services with built-in redundancy and encrypted backups, with defined retention and recovery procedures.; ; Operational resilience is supported through continuous monitoring and alerting for availability, latency, error rates, queue depth and saturation indicators, alongside incident response runbooks, escalation paths and post-incident review. Capacity planning and automated scaling are used to maintain headroom for variable demand.; ; For datacentre resilience, VERSET is hosted in third-party cloud datacentres in UK regions. These facilities are designed for high availability with redundant power, cooling and network connectivity, and the cloud platform provides fault-tolerant hosting across physically separate availability zones within the region. Where buyers require deeper detail on datacentre design, recovery objectives or deployment options (including dedicated/private environments), this information is available on request.
• Outage reporting: VERSET reports outages and service-impacting incidents through multiple channels.; ; Public status dashboard: We provide a service status page that shows current service health and recent incident history. Where a buyer requires restricted visibility, we can provide a buyer-specific status view on request.; ; Email alerts: Buyers can subscribe nominated contacts to incident notifications. For service-impacting incidents we send alerts when an incident is identified, provide progress updates during investigation and mitigation, and send a closure summary including any actions taken.; ; API: Where enabled, status information can be consumed via API/webhook-style notifications for integration into a buyer’s monitoring or ITSM tooling.; ; Incidents are tracked with timestamps and severity, and communications follow our incident management process. Planned maintenance notifications are issued in advance (where possible outside UK business hours), and any post-incident review findings that affect service operation are communicated through release notes or service updates.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: VERSET management interfaces requires authenticated user accounts and is controlled using role-based access control (RBAC) so users only see and perform actions permitted for their role . Administrative access is protected with MFA where applicable. Each buyer operates in a logically isolated tenant, and privileged actions (user/role changes, workflow configuration, integration settings) are limited to authorised roles. Key administrative actions are audit-logged and access is reviewed periodically. Support is provided via ticketing/email from authorised contacts. For security-sensitive requests (account changes, exports), we verify identity and require approval from designated buyer contacts. Support access is least-privilege, time-bound where possible, and recorded.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: No
• Security governance approach: Security governance is managed through defined accountability, policies and continuous assurance. We maintain an information security management framework covering access control, secure development, vulnerability management, incident response, supplier risk and business continuity. Security is considered in design and delivery through peer review, controlled CI/CD, least-privilege access and audit logging. We run routine vulnerability and dependency scanning with triage and remediation tracking, prioritised by risk. Independent penetration testing is performed at least annually and after material changes, with findings tracked to closure and retested where required. We monitor service health, manage incidents via documented runbooks, and conduct post-incident reviews.
• Information security policies and processes: We follow a set of information security policies and operational processes that cover the full service lifecycle and align to recognised industry good practice.; ; Policies and processes include: access control and identity management (least privilege, role-based access controls and administrative MFA where applicable); secure development lifecycle (security requirements, design considerations, peer review, controlled CI/CD and change management); vulnerability and patch management (routine scanning, dependency monitoring, risk-based prioritisation, tracked remediation and retesting); logging, monitoring and alerting (audit logs, security event monitoring and anomaly detection); incident management (documented runbooks, escalation paths, customer communications and post-incident reviews); data protection and privacy (data handling, retention, sanitisation and sub-processor management); supplier/third-party risk management (due diligence and periodic review of critical suppliers); and business continuity (backups, recovery procedures and continuity planning).; ; Reporting structure: Security governance has named ownership at leadership level responsible for security risk, policy approval and oversight. Day-to-day security management is led by engineering/operations leads, with issues escalated through defined severity levels and operational meetings.; ; Ensuring policies are followed: Policies are communicated through staff onboarding and periodic training. Compliance is supported by technical controls (RBAC, approvals, encryption, monitoring), access reviews, change control, ticketed evidence, and management review of incidents and vulnerabilities to drive improvement.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We manage configuration and change through documented controls across the service lifecycle. Components (application code, infrastructure configuration and deployment artefacts) are kept in version control with clear ownership, change history and linked work items. Build and release pipelines produce versioned artefacts and deployment records so we can identify what is running in each environment. Configuration is managed using configuration/infrastructure-as-code where appropriate, with auditable environment parameters and logged production changes. Security impact is assessed for each change, considering authentication/authorisation, data handling, new integrations/endpoints and dependency risk, supported by peer review, automated testing and vulnerability/dependency scanning.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We manage vulnerabilities through continuous monitoring, risk-based triage and controlled remediation. We assess threats by reviewing our attack surface (endpoints, integrations, identities and permissions) and assessing security impact for changes. We run routine vulnerability and dependency scanning and periodic penetration testing; findings are risk-rated by severity, exploitability and impact, tracked to owners, remediated and retested. Patching is prioritised by risk: critical issues affecting exposed services are fixed and deployed urgently, with accelerated change control; high/medium issues are addressed in scheduled releases or maintenance windows. Threat intelligence comes from vendor advisories, CVE feeds, tooling alerts, pen tests and responsible disclosure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use protective monitoring to detect suspicious activity. We collect security logs (authentication, admin actions, API access and configuration changes) and alert on anomalies such as repeated failed logins, unusual access patterns, privilege changes, traffic spikes and elevated error rates. Alerts are triaged by severity and handled using incident runbooks: investigate scope, contain (for example disable credentials or restrict access), remediate root cause and recover safely. Evidence is retained for audit and a post-incident review is completed. Critical incidents are prioritised immediately on detection; service-impacting incidents are acknowledged and triaged during UK business hours, with out-of-hours escalation by agreement.
• Incident management type: Supplier-defined controls
• Incident management approach: We manage incidents using documented runbooks and defined severity levels. We have pre-defined processes for common events such as outages, service degradation, integration failures, access/authentication issues and suspected security incidents. Users report incidents via online ticketing or email during UK business hours, and urgent incidents can be raised by phone during support hours (out-of-hours escalation by agreement). We provide status updates during incidents and a closure summary. On request, we issue an incident report with timeline, impact, root cause, actions taken and preventative measures.
• 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: VERSET provides a limited free evaluation in a non-production sandbox. It includes access to the web interface, example workflows, knowledge setup, conversation views, summaries/transcripts and basic reporting, plus documentation. It does not include production use, live channels, custom integrations, SLAs, or enhanced support. Evaluation access is typically 14–30 days.
• Link to free trial: Www.getverset.com/free-trial

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • 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 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)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

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

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

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

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

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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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

  ODT

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