Six Degrees

8x8 Intelligent Customer Assistant

8x8 Intelligent Customer Assistant is a conversational AI solution that enables public service organisations to create self-service experiences across voice and digital channels. It supports accessible, multilingual self-service, reduces pressure on contact centres and improves first-contact resolution while retaining seamless escalation to agents when required.

Features

• Automates enquiries across voice and digital contact channels consistently.
• Drag-and-drop tools configure journeys without specialist development skills.
• Detects user intent accurately to support effective self-service conversations.
• Ready-made flows for common public service enquiries and tasks.
• Transfers interactions to agents with full context retained.
• Supports over 130 languages variations for inclusive public service access.
• Provides visibility into containment, demand and escalation trends.
• Synchronisation for highly personalised experiences and data-driven optimisation.
• Directs enquiries to appropriate teams or specialist bots.
• Enables ongoing optimisation without operational disruption.

Benefits

• Automates routine enquiries before reaching frontline staff.
• Provides immediate answers without waiting in queues.
• Frees agents to handle complex or sensitive cases.
• Supports multiple channels and languages consistently.
• Applies standard handling across enquiries and channels.
• Reduces frustration caused by delays and repeat contact.
• Captures structured interaction data consistently.
• Provides measurable insight into demand and outcomes.
• Centralised configuration supports audit and accountability.
• Supports incremental expansion of self-service capabilities.

• 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.sales@6dg.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

768832884962838

Contact

Six Degrees Public Sector team
08000128060
publicsector.sales@6dg.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Customer service
• 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)
  • User device hardware prerequisites for 8x8 applications
  • User device software prerequisites for 8x8 applications
  • Browser prerequisites for user, supervisor and admin portals
  • Customer data access depends on configured integrations

User support

• Email or online ticketing support: Yes
• Support response times: Please see attached Service Description for service levels and operational targets.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: 8x8 is committed to building inclusive communication solutions by aligning its product development with internationally recognised accessibility standards. While specific testing details may not be publicly disclosed for all features, 8x8 states its dedication to supporting users with disabilities across its platforms, including voice, chat, meetings, and collaboration tools.; ; Accessibility testing at 8x8 includes a combination of automated compliance checks, such as those aligned with the Web Content Accessibility Guidelines (WCAG) 2.1, and internal usability reviews. Products are designed to support keyboard navigation, screen readers, appropriate colour contrast, and other assistive technology requirements. Regular audits are conducted to identify barriers that may affect users with visual, hearing, cognitive, or mobility impairments.; ; 8x8 encourages feedback from customers and partners to continually improve accessibility. This customer-centred approach helps ensure that new features and updates are usable by everyone. For organisations operating in regulated sectors or prioritising inclusivity, 8x8’s adherence to accessibility principles supports compliance and enhances user experience.; ; Although formal user testing sessions with assistive technology users have not been extensively documented, 8x8 maintains an accessibility roadmap and is responsive to evolving standards and community needs. Its aim is to deliver equitable digital communication experiences across all touchpoints.
• Onsite support: Yes, at extra cost
• Support levels: Please see attached Service Description for support levels.
• Support available to third parties: No
• AI chatbot: 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 Services 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 PMI 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, 8x8 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, 8x8 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, 8x8 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.; ; 8x8 aims 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, 8x8 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
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• 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: 8x8 is committed to improving accessibility across its services. The service can be accessed using standard web browsers and supports commonly available operating system accessibility features such as keyboard navigation, browser zoom and screen magnification. Users may also use assistive technologies such as screen readers depending on their device/browser configuration.; ; At present, 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/control type.
• 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
  • PDF
• 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. Our 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 our 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 our 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
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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 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
  • PDF
• Data import formats: Other

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: 8x8 strive to maintain their services available to customers 24x7 and offer a Service Level Agreement (SLA) covering system availability and call quality. 8x8 ensures a consistent and reliable end-user experience through a highly available architecture supported by a platform-wide uptime SLA of 99.999%. All service availability calculations and determinations are based on 8x8's records and data. 8x8 make commercially reasonable efforts to respond to Unplanned Service Interruptions reported through any of 8x8's Customer Support channels, 24x7. To qualify for Service Credits, customers must notify us within 30-days from the time they become eligible. Failure to comply with this requirement forfeits the customer's right to receive a Service Credit. Service Credits will be issued on the 8x8 invoice for the period following the customer's request, except in the customer's final month of the Term, in which case the Service Credit refund will be mailed to the customer.
• 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 our 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)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• 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)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: 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: Six Degrees operate a rolling internal audit programme to ensure continuity of compliance to our various accreditations, as well as internal technical auditing of our systems through the use of various integrity checks. This is ensures that there is always a fully justified and documented Change Request for any modification of our secure systems.; ; 8x8 adhere 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: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Changes to an IT environment are the biggest cause of future incidents or service degredation. 8x8'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, 8x8 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: 8x8 can undertake to provide a structured and controlled formal Proof of Concept (PoC). This would be on a trial basis, which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2.5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LQRA
• ISO/IEC 27001 accreditation date: Friday 13 March 2015
• What the ISO/IEC 27001 doesn’t cover: N/A all is covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Tuesday 11 August 2009
• What the ISO 9001 doesn’t cover: N/A all is covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: IT Governance Ltd
• PCI DSS accreditation date: Thursday 6 November 2025
• What the PCI DSS doesn’t cover: N/A all is covered
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4fac61c0-0804-4641-bafb-8491a85aefad
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd936e65-aa84-4efe-a586-1a80b7409c04
• 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

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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

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.sales@6dg.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.