TOUKANLABS LIMITED

OpenEyes EMR (Electronic Medical Records for Ophthalmology)

Implementation, training and support services for OpenEyes EMR for Ophthalmology.

OpenEyes is a leading ophthalmology (EMR). Built in collaboration with clinicians and recognised by organisations like the Royal College of Ophthalmologists, it supports high-quality, patient-centred care while streamlining workflows.
ToukanLabs is the official Technical Custodian of OpenEyes,

Features

• Correspondence using auto-populated fields from past events, stored electronically
• Operation note module supports a range of operations with pre-populated-fields
• Lightning viewer enables rapid scanning of all stored events
• OEscapes provides specialty specific one-page summaries e.g. Glaucoma =Visual Acuity
• Analytics data is provided real-time to support clinical auditing (NOD)
• Letters are saved in draft/ final form, for direct correspondence
• Prescribing against defined formula supporting with F10 printing
• Customisable examination events facilitate recording of patient examinations or procedures
• Eyedraw provides graphical tools to clinically document the eye appearance
• Ophthalmic Device Integration: IOL Biometry, Visual Fields, Fundus Camera, OCT

Benefits

• PAS integration for role based work-lists facilitating direct patient selection
• Patient dashboards summarising medications, treatments, diagnoses, management plans and appointments
• Popups from pages banners provide detailed relevant patient details
• Key operation data is supplied onto a theatre whiteboard
• Ability for the trust to become virtually paperless
• Virtual clinics can be effectively managed though OpenEyes
• Configurable hot-lists to track patients treatment status
• Clinical Trails tracking of patient treatment and outcomes
• Sub-specialty workflows such Medical Retina configurable to the trusts needs
• Significant benefits derived form OpenSource Ophthalmology Community

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 info@toukanlabs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

783669810798592

Contact

Gulfam Yunus
info@toukanlabs.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Healthcare
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: OpenEyes EMR has standard service constraints, including planned maintenance windows that may require brief periods of reduced availability. Integrations with PAS/EPR, imaging systems and diagnostic devices may depend on third-party system availability and local network configuration. Performance can be influenced by deployment architecture and hosting environment, and upgrades may require coordination with the buyer to avoid disruption. The service also relies on supported browser versions and secure connectivity standards, which must be maintained for full functionality.
• System requirements:
  • Modern HTML5-compatible browser such as Chrome or Edge fully updated
  • Reliable secure network connection supporting NHS-approved security protocols
  • Active Directory or equivalent identity provider for user access management
  • Supported operating systems on client devices meeting minimum security standards
  • Integration endpoints available for PAS, EPR and diagnostic imaging systems
  • Compatible hardware for ophthalmic imaging devices where integrations are required
  • Updated antivirus and endpoint protection software on all client machines
  • Sufficient bandwidth to support clinical image viewing and real-time updates
  • Approved VPN or private network connection for remote clinical access
  • Server hosting meeting NHS data residency and cybersecurity compliance requirements

User support

• Email or online ticketing support: Yes
• Support response times: ToukanLabs works under various SLAs (Service Level Agreements) and response times vary depending on the priority of the support request. Support times vary from responses within 2 hours for high priority support, to 24 hours for lower priority requests. All support requests are managed by Jira in order to track requests by client and severity.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: ToukanLabs provides tiered support services for OpenEyes, tailored to the operational needs of each organisation.; ; Standard Support is provided Monday to Friday, 09:00–17:00 (UK business hours). This includes incident management, service requests, access to the service desk, and platform monitoring for hosted environments.; ; Enhanced Support is available by agreement and extends coverage outside standard hours, including evenings and weekends. This is suitable for organisations with high clinical throughput or extended service hours.; ; Out-of-Hours Support is offered through contractual tiers, providing on-call technical support for critical incidents impacting patient care or service availability.; ; Support costs vary depending on the selected support level, hosting model, system complexity, number of users, integrations, and service hours required. Pricing is agreed transparently as part of the G-Cloud order or call-off contract.; ; All customers have access to experienced cloud and application support engineers. Where required, a named Technical Account Manager can be provided to support service governance, change planning, and escalation management.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support users starting with OpenEyes through a combination of online training videos, user documentation, and optional on-site or virtual training sessions. This includes step-by-step guides, demonstrations of key workflows, and tailored training for primary and secondary care users. We also provide a dedicated support team for initial queries and onboarding, ensuring users can create, review, and manage referrals effectively. For organisations opting for Premium or Tailored Premium support, additional one-to-one or group training sessions, webinars, and hands-on floor walking are available to accelerate adoption and build confidence in using the system.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: At the end of a contract, users can extract their data from OpenEyes EMR using standard export tools provided within the system. Patient records, appointments, imaging metadata, and clinical observations can be exported in structured, interoperable formats such as CSV, XML, or FHIR-compatible outputs. Users can request full database extracts through the service provider if needed. The process is coordinated to ensure secure transfer, data integrity, and compliance with NHS data protection and confidentiality requirements, allowing organisations to migrate data to a new system or retain records for legal and clinical obligations.
• End-of-contract process: At the end of the contract, OpenEyes EMR provides secure data extraction, decommissioning of hosted instances, and handover support to ensure continuity of clinical services. The standard contract price includes access to the application, routine maintenance, security updates, standard support, and user training. Additional costs may apply for custom data migration, extended support, bespoke reports, or reconfiguration of integrations. Any fees for prolonged access beyond the contract end date, additional storage, or specialist technical assistance are agreed separately. The process ensures organisations retain control of their patient data and meet all regulatory obligations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service of OpenEyes EMR provides full functionality, including patient records, imaging review, order entry, reporting, and administrative tools. The mobile service is optimized for tablets and smartphones, focusing on key clinical tasks such as reviewing patient records, recording observations, and accessing imaging results. Some advanced features, administrative functions, or complex integrations may be limited or simplified on mobile. Both platforms use the same secure backend, ensuring data consistency, but mobile access prioritizes portability and streamlined workflows for point-of-care use.
• Service interface: Yes
• Description of service interface: OpenEyes EMR provides a web-based graphical user interface accessible via desktop and mobile devices. The interface includes patient record navigation, imaging review, order entry, reporting dashboards, and workflow management. Menus and forms are designed for clarity, consistent layout, and responsive design. It supports keyboard navigation, screen reader compatibility, and high-contrast modes to assist users with visual impairments. Notifications, error messages, and tooltips are provided to improve usability. The interface is regularly updated based on user feedback to enhance efficiency, accessibility, and clinical workflow integration.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Testing included users of screen readers and keyboard-only navigation, ensuring key clinical workflows are operable and accessible, with iterative improvements based on feedback.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Users can use the OpenEyes EMR API to retrieve, create, and update patient records, appointments, and clinical data. Initial setup through the API allows integration with PAS/EPR systems, diagnostic devices, and user management. Users can make changes such as updating patient demographics, recording observations, and managing appointments programmatically. Limitations include restricted access to administrative configurations, certain sensitive clinical workflows, and real-time imaging uploads, which must be performed through the main application. All API access requires secure authentication and follows role-based permissions to ensure data integrity and compliance with NHS security standards.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise OpenEyes EMR in areas such as clinical templates, workflow settings, user roles, dashboards, and reporting formats. Customisation is performed through the application’s administration interface or, where supported, via configuration files and settings within the backend system. Clinicians can adjust templates and workflows to match specialty-specific processes, while administrators control user permissions, role-based access, and system-wide settings. Some deeper customisations, such as integration endpoints or database schema changes, require support from technical staff or the service provider. All customisations are controlled to ensure compliance with NHS security, audit, and data governance standards.

Scaling

• Independence of resources: We isolate customer environments through dedicated application instances, separate databases, and controlled resource allocation, ensuring that activity in one organisation cannot impact the performance of another. Capacity is monitored continuously, with automatic scaling and proactive performance management applied to maintain stable response times. Background tasks, integrations, and heavy workloads run in isolated queues to prevent contention with the main clinical workflow. This approach ensures consistent, predictable performance regardless of fluctuations in demand from other users.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide operational metrics covering system availability, uptime, performance, API usage, background task processing, integration message flow, and user activity. These metrics help monitor service health, workload levels, and system performance trends.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export data from OpenEyes EMR using built-in export tools that allow extraction of patient records, appointments, clinical observations, and imaging metadata. Supported formats include CSV, XML, and FHIR-compatible outputs for interoperability with other systems. Exports can be performed by authorised administrators or technical staff via the application interface or, for larger datasets, through coordinated secure database extracts provided by the service provider. All exports follow NHS data security and confidentiality standards, ensuring integrity, auditability, and safe transfer of sensitive clinical information for reporting, migration, or archiving purposes.
• Data export formats:
  • CSV
  • ODF
  • Other
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: OpenEyes EMR provides a guaranteed service availability of 99.5% during core clinical hours, supported by robust infrastructure, monitoring, and maintenance procedures. Availability is measured excluding planned maintenance windows, which are communicated in advance. The service includes a formal SLA detailing uptime commitments, incident response times, and escalation procedures. If availability falls below the guaranteed levels, users are eligible for service credits or refunds proportional to the downtime, as defined in the SLA. This ensures transparency, accountability, and continuity of clinical operations while maintaining compliance with NHS reliability and data protection standards.
• Approach to resilience: OpenEyes EMR is designed for high resilience, with redundant systems, load balancing, and automated failover to minimise service disruption. Data is replicated across secure, geographically separate NHS-approved or managed datacentres, ensuring continuity in case of hardware failure or site outage. Regular backups, disaster recovery plans, and continuous monitoring further enhance service reliability. Access controls and network protections safeguard assets, while maintenance is carefully scheduled to minimise impact. Detailed technical information about the datacentre setup and resilience measures is available on request to authorised users, ensuring compliance with NHS security standards and the government’s asset protection and resilience principles.
• Outage reporting: OpenEyes EMR reports service outages through email alerts to designated administrators, providing details of the incident, affected services, and expected resolution time. There is no public dashboard or API for real-time outage reporting, but updates are communicated promptly to ensure users are informed. Critical incidents are escalated according to the SLA, with follow-up notifications when services are restored. This approach ensures NHS organisations receive timely, secure, and accountable information about any service disruption, supporting clinical continuity and compliance with data protection and operational standards.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to OpenEyes EMR management interfaces and support channels is strictly role-based. Only authorised administrators and support personnel are granted access, with permissions scoped to the minimum necessary functions. All login attempts require strong authentication, including MFA, and access is logged for audit and accountability. Support channels, such as email, ticketing systems, or phone escalation, are secured and monitored to prevent unauthorized disclosure of sensitive data. Regular reviews of user accounts and access rights ensure that only current, authorised staff can perform management or support tasks, maintaining compliance with NHS security and governance standards.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: OpenEyes EMR follows NHS-aligned information security policies, including data protection, access control, incident management, and secure development practices. A dedicated Information Security Officer oversees policy compliance, supported by a governance structure that includes regular audits, risk assessments, and staff training. Security policies are enforced through role-based access controls, monitoring, and mandatory adherence to secure coding and operational procedures. Users and administrators report incidents via a defined escalation process, with tracking and remediation logged. Regular reviews and updates ensure continued compliance with NHS standards, legal obligations, and best practice frameworks, maintaining the confidentiality, integrity, and availability of patient data.

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: OpenEyes EMR uses a formal configuration and change management process to track all service components throughout their lifecycle, including software modules, integrations, and infrastructure elements. Each component is assigned a unique identifier, and versions are logged in a central repository. Changes are assessed for potential security, operational, and clinical impact before approval, following a documented workflow that includes risk assessment, testing in a controlled environment, and stakeholder sign-off. Emergency changes follow an accelerated but documented process. All modifications are audited, with rollback plans in place, ensuring service stability, regulatory compliance, and protection of patient data.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: OpenEyes EMR follows a proactive vulnerability management process. Potential threats are assessed through regular security scanning, penetration testing, and risk analysis of the application, integrations, and infrastructure. Patches and security updates are evaluated, tested, and deployed according to severity and impact, typically within days for critical vulnerabilities. Threat intelligence is sourced from industry alerts, NHS Digital advisories, CVE databases, and vendor notifications, ensuring the service stays current with emerging risks. All actions are logged and reviewed to maintain auditability, and users are informed of relevant security updates or required local actions, maintaining compliance with NHS security standards.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: OpenEyes EMR employs continuous protective monitoring to detect potential compromises across application, network, and infrastructure components. Logs, alerts, and abnormal activity patterns are analysed using automated tools and manual review to identify suspicious behaviour. When a potential compromise is detected, the incident is immediately escalated to the security team, who follow documented procedures to contain, investigate, and remediate the issue. Response times are prioritised based on severity, with critical incidents addressed within hours, ensuring minimal disruption to clinical services. All incidents are recorded, reviewed, and used to improve security controls and monitoring effectiveness, maintaining NHS compliance.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: OpenEyes EMR has pre-defined incident management processes covering common events such as system outages, data access issues, and security alerts. Users report incidents via designated email channels, ticketing systems, or phone escalation to the support team. Each incident is logged, classified by severity, and managed according to documented workflows. The service team investigates, mitigates, and resolves the issue, keeping users informed throughout. Upon resolution, formal incident reports are provided, including root cause analysis, actions taken, and recommendations to prevent recurrence. All processes are aligned with NHS operational and security standards to ensure accountability and transparency.

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

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

• 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

  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

  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)
  • 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
  • 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

  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 info@toukanlabs.com. Tell them what format you need. It will help if you say what assistive technology you use.