SOFTCAT PLC

Everbridge SnapComms

SnapComms is an employee communication platform that delivers urgent and routine messages directly to staff across all devices. It ensures critical information is seen immediately, improves engagement, and supports organisations in managing incidents, change, and daily communications with targeted, reliable, and measurable delivery.

Features

• Targeted audience messaging– segment users by group, role, or location

Benefits

• Target the right people quickly through automated audience segmentation

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODS

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

Framework

G-Cloud 15

Service ID

785183207553453

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Applications

  Production and operations

  • Production and grid management
  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Other
• Multi cloud support: No

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: SnapComms extends other workplace systems by integrating with directory services (Azure Active Directory, Entra ID), HR information systems, and incident management platforms. It enhances these systems by delivering targeted, high-visibility notifications to users, ensuring critical information from existing tools reaches employees quickly and reliably across all devices.
• Cloud deployment model: Public cloud
• Service constraints: SnapComms operates as a cloud-hosted SaaS platform in Microsoft Azure and therefore depends on internet connectivity and supported device operating systems (Windows, macOS, iOS, Android). Planned maintenance windows may occur periodically, with advance notice provided. The service requires installation of the SnapComms client on user devices for full functionality. Some features may vary in virtual desktop or restricted network environments. Directory synchronisation relies on accurate data within Azure AD or connected HR systems. Custom on-premise hosting, hybrid deployment, and unsupported legacy operating systems are not available. The service’s performance aligns with Azure regional availability.
• System requirements:
  • Supported operating systems: Windows, macOS, iOS, and Android devices
  • Active internet connection for cloud communication and content delivery
  • SnapComms desktop or mobile client installed for full functionality
  • Azure Active Directory access for user synchronisation and authentication
  • Modern web browser for Content Manager administration portal access
  • Firewall rules allowing outbound HTTPS traffic to SnapComms endpoints
  • Sufficient device memory and CPU for background notification services
  • Updated device security policies to permit desktop client installation
  • Compatible virtual desktop environment if using VDI deployments
  • Accurate user data in directory or HR system for targeting

User support

• Email or online ticketing support: Yes
• Support response times: SnapComms provides responsive customer support through its standard support channels. Typical response times for support queries are within one business day, with priority issues addressed more quickly. Support operates during standard business hours, and response times may be longer during weekends or public holidays. Critical service-affecting issues receive accelerated attention based on severity. For customers with enhanced support packages, faster response targets may apply. SnapComms aims to ensure timely assistance for all inquiries and will communicate expected timeframes when a case is logged.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: SnapComms provides tiered support levels designed to meet different organisational needs. Standard Support is included with all subscriptions and provides access to the SnapComms Support Portal, knowledge base, ticketing system, and business-hours assistance (9–5 UK time, Monday–Friday). Tickets are prioritised based on severity, with critical issues addressed first. Standard Support is included at no additional cost.; ; Enhanced Support is available for an additional fee and offers faster response targets, extended support hours, and priority handling. Pricing for Enhanced Support varies based on customer size and contractual requirements.; ; Professional Services, including onsite assistance, implementation support, and custom configuration, are available at additional cost and scoped individually.; ; SnapComms also offers access to technical specialists during onboarding and complex deployments. A dedicated Technical Account Manager or Cloud Support Engineer can be contracted as part of an advanced support package, depending on customer requirements.; ; These support levels ensure customers receive appropriate expertise, responsiveness, and guidance throughout the lifecycle of the service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: SnapComms provides a range of training and enablement options to support effective onboarding and ongoing use. Standard onboarding includes guided remote training sessions for administrators, covering message creation, targeting, scheduling, reporting, and configuration. Additional online training can be provided on request, including refresher sessions or role-specific training for editors and authors. Comprehensive user documentation is available through the SnapComms Support Portal, including step-by-step guides, videos, FAQs, and best-practice resources. Organisations can also access implementation assistance and configuration support through Professional Services. Onsite training is available at an additional cost and can be tailored to organisational needs, including hands-on workshops, deployment planning, and communication strategy development. End-user guidance materials and onboarding resources can also be provided to support internal rollouts.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Online knowledge base articles and video guides
• End-of-contract data extraction: When a SnapComms contract ends, customers can extract their data through the administrative interface before service deactivation. Administrators can export user lists, message history, acknowledgement records, survey responses, engagement metrics, and other reportable data directly from the Content Manager. Exports are typically provided in standard formats such as CSV or PDF, depending on the report type. If required, SnapComms Support can assist with bulk data exports for authorised representatives during the offboarding period. Customers are advised to complete all exports before account closure, as access to the platform is disabled once the termination date is reached. SnapComms retains data only for the period specified in the customer’s contract and data retention policy, after which remaining data is securely deleted in line with Microsoft Azure and SnapComms’ security procedures. Organisations should plan data extraction ahead of contract termination to ensure all required information is retrieved.
• End-of-contract process: At the end of the SnapComms contract, customers retain access to the service until the agreed termination date. During this period, administrators can export all required data, including user lists, message history, and reporting records, at no additional cost. Standard offboarding assistance, such as guidance on data extraction and account closure timelines, is included in the contract price. After the contract end date, user access is disabled and any remaining data is securely deleted according to SnapComms’ data retention and security policies.; ; Additional costs may apply if customers require optional offboarding services such as extended access beyond the contract period, bulk data export performed by SnapComms staff, specialised reporting, or professional services to support migration activities. Onsite support, dedicated technical account management, and custom configuration changes are also chargeable services not included in the base contract.; ; The organisation is responsible for downloading and retaining all required records before service deactivation. SnapComms ensures a controlled, secure offboarding process and provides notice of key milestones to support a smooth transition.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: SnapComms provides onboarding and offboarding documentation through an online support portal that is accessible from any modern web browser without requiring specialised software. The documentation uses straightforward page layouts, clear headings, and readable text designed to support general usability. Users can zoom pages, adjust browser settings, and use common keyboard navigation features to move through articles. Content is also available in PDF format for organisations that prefer downloadable documents, allowing users to open materials with their preferred reader tools. Video tutorials accompany some onboarding steps and can be viewed with standard playback controls. However, the documentation is not formally certified against WCAG or EN accessibility standards, and compatibility with specific assistive technologies may vary. Administrators are encouraged to review materials within their environment to ensure they meet specific accessibility requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The core SnapComms experience is consistent across mobile and desktop, but some differences apply. Mobile apps focus on message delivery, push notifications, acknowledgements, surveys, and viewing content on the move. Desktop clients support additional high-visibility formats such as desktop alerts, tickers, screensavers, and wallpapers, which are not available on mobile. Administrative functions, including message creation, targeting, scheduling, and reporting, are performed through the web-based Content Manager and not within the mobile app. Mobile notifications depend on device OS settings, while desktop notifications run as a background service for persistent visibility.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: SnapComms provides a web-based Content Manager interface accessible through modern browsers. The interface allows administrators to create, schedule, target, and publish messages across multiple channels, including alerts, tickers, screensavers, and mobile notifications. It includes dashboards for monitoring delivery, engagement, and acknowledgement metrics in real time. The interface supports role-based access control, enabling different permission levels for authors, editors, and administrators. Users can manage audiences, integrate directory data, configure settings, and review analytics. The design is intuitive, with guided templates and workflows that simplify message creation and distribution. No local installation is required to access the service interface.
• Accessibility standards: None or don’t know
• Description of accessibility: SnapComms is accessible through any modern web browser without requiring local installation. The interface uses clear navigation, simple layouts, and high-contrast elements to support general usability. Users can adjust browser zoom levels, use keyboard navigation for many functions, and access content on mobile and desktop devices. Message formats display responsively across screen sizes. However, the service is not formally certified against WCAG or EN accessibility standards, and some advanced interactions may not be fully optimised for screen readers or assistive technologies. Administrators should assess suitability for users with specific accessibility needs within their organisation.
• Accessibility testing: SnapComms has not conducted formal, standardised accessibility testing specifically focused on users of assistive technologies such as screen readers, voice navigation tools, or alternative input devices. While the service interface is designed with general usability principles in mind, including clear layouts, consistent navigation patterns, and compatibility with standard browser accessibility settings, structured testing with assistive technology users has not been publicly documented. Informal usability feedback is gathered through customer interactions, support cases, and product enhancement requests, which may include accessibility-related observations, and these inputs help guide ongoing improvements to the interface. However, no formal test cycles, validation programmes, or audits have been performed using recognised assistive technologies such as JAWS, NVDA, VoiceOver, or Windows Narrator. Organisations requiring specific accessibility assurance are encouraged to evaluate the service interface within their internal environment and with their preferred assistive tools to confirm suitability for all user groups.
• API: Yes
• What users can and can't do using the API: SnapComms provides a restricted API primarily designed for directory synchronisation and automated data updates rather than full service configuration or content management. Users cannot fully set up the SnapComms service through the API; core configuration, message creation, targeting, and scheduling must be completed through the web-based Content Manager. The API can support updating user or group information, synchronising profile data, and integrating external directory or HR systems to keep audience lists current. Changes through the API are limited to authorised data fields and require secure authentication. Users cannot publish messages, modify message templates, adjust system-wide settings, or administer roles through the API. API usage is controlled and must follow documented endpoints provided by SnapComms. Some organisations use APIs to automate user provisioning, but full onboarding, channel configuration, feature enablement, and policy settings must be completed manually in the administrative interface. The API is not intended for real-time event feeding, mass content automation, or developer-level customisation.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise SnapComms extensively to match organisational needs, branding, and communication workflows. Customisable elements include message templates, colours, logos, images, notification formats (alerts, tickers, screensavers, wallpapers, newsletters), delivery rules, scheduling, recurrence, and audience targeting. Administrators can also customise user groups, permission levels, and content approval workflows. Customisation is performed through the SnapComms web-based Content Manager, where authorised users can design templates, configure branding themes, adjust message behaviour, and set visibility or acknowledgement requirements. Technical teams can customise directory synchronisation rules and user attributes through integration settings. Only users with the appropriate role-based permissions—such as administrators, authors, or editors—can make customisation changes. End users do not customise the service but receive tailored communications based on the organisation’s configuration. This flexibility allows organisations to align the service with internal branding guidelines and communication policies.

Scaling

• Independence of resources: SnapComms is delivered as a scalable SaaS platform hosted in Microsoft Azure. The service uses load-balanced application servers, elastic scaling, and globally distributed content delivery to ensure performance is maintained regardless of demand from other customers. Each organisation’s data and traffic are logically separated, preventing cross-tenant impact. Azure’s autoscaling capabilities dynamically allocate additional compute resources during periods of high activity, ensuring consistent delivery of messages and notifications. System performance is continuously monitored, and capacity is proactively adjusted to maintain service stability. This architecture ensures that increased usage by one customer does not negatively affect others.

Analytics

• Service usage metrics: Yes
• Metrics types: SnapComms provides application-level service metrics focused on message delivery and user engagement. Administrators can view real-time and historical metrics, including message delivery status, readership and acknowledgement rates, survey completions, and user engagement statistics across devices. The platform also tracks client connectivity and reports when desktop or mobile apps successfully receive and process content. Large content files use a CDN, with delivery performance monitored by the Cloud Server. These metrics help organisations verify that communications reached intended audiences and assess overall effectiveness. Infrastructure-level telemetry is managed internally and is not exposed to customers.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Everbridge

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data directly from the SnapComms Content Manager using the built-in reporting and export tools. Administrators can download user lists, message logs, acknowledgements, survey results, and engagement reports in formats such as CSV or PDF. Exports are initiated through the reporting section and require appropriate permissions. For larger or more complex data sets, SnapComms Support can provide assistance or perform bulk exports upon request. All exports must be completed before the contract end date, after which access to the platform is disabled and remaining data is securely deleted according to retention policies.
• Data export formats: CSV
• Data import formats: CSV

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: SnapComms is delivered as a cloud-based SaaS service hosted in Microsoft Azure and is designed to provide high availability for all customers. The service typically aligns with an availability target of 99.9% uptime, excluding planned maintenance windows, which are communicated in advance. The platform uses redundant infrastructure, load balancing, and geographically distributed Azure services to maintain continuity during unexpected failures or spikes in demand.; ; If SnapComms does not meet its guaranteed availability levels, customers may be eligible for service credits, subject to the terms of their subscription agreement. Credits are typically applied to future invoices and calculated based on the duration and severity of the service impact. Customers must submit a support request within the required time frame to claim credits, as outlined in their contract. SnapComms reviews availability performance regularly and takes corrective action to prevent recurrence of service disruptions.; ; This approach ensures a stable and reliable communication platform for all users.
• Approach to resilience: SnapComms is designed with a resilient, cloud-native architecture hosted in Microsoft Azure. The service uses multiple layers of redundancy, including load-balanced application servers, replicated databases, and geographically distributed infrastructure to ensure continuity during component failures. Azure’s availability zones and regional resilience features protect the service against hardware faults, network interruptions, and datacentre-level incidents. Content distribution is supported by a global CDN, ensuring reliable delivery even during high-traffic periods. Data is stored redundantly with automated backups and disaster recovery protections managed by Azure’s platform services. Automatic failover mechanisms enable the service to remain operational if individual nodes or services become unavailable.; ; The SnapComms client applications buffer content and can retry queued delivery when connectivity is restored, supporting continuity for end users. Monitoring systems track performance, availability, and health indicators, allowing proactive intervention by the operations team.; ; Detailed datacentre resilience information—including physical security controls, redundancy configurations, and Azure compliance certifications—is available on request, as it falls under Microsoft’s protected infrastructure documentation. This architecture ensures SnapComms remains robust, highly available, and tolerant of infrastructure disruptions.
• Outage reporting: SnapComms reports outages and service incidents through its customer communication channels. When a service-impacting issue occurs, SnapComms notifies affected customers by email alerts, providing details on the nature of the incident, expected impact, and progress updates. Customers may also be contacted directly through support tickets for issues affecting specific tenants. While SnapComms does not maintain a public-facing outage dashboard or API for real-time service status, updates are communicated proactively by the support and operations teams during major incidents. Root cause analysis summaries may be shared following the resolution of significant outages.; ; Because the service is hosted in Microsoft Azure, SnapComms also benefits from Azure’s internal monitoring and alerting systems, which detect platform-level disruptions and trigger internal escalation workflows. These mechanisms ensure rapid awareness and coordinated response to minimise downtime. Customers can request additional details about Azure regional availability or platform events through SnapComms Support.

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: SnapComms restricts access to management interfaces through role-based access control, requiring authenticated logins via username and password or federated SSO with optional MFA. Administrators are assigned specific permissions, ensuring only authorised users can create messages, manage audiences, or modify settings. Access is logged and monitored for unusual activity. Support channels are restricted to verified customer contacts, and support staff authenticate users before discussing account details or making configuration changes. Elevated actions require additional internal approval. All access follows the principle of least privilege, ensuring only appropriate personnel can view or modify administrative or support-related information.
• 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)
  • 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 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: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: SnapComms, through Everbridge and Microsoft Azure, aligns with additional recognised standards including SOC 2 Type II, SOC 1, CSA Cloud Controls Matrix, ISO/IEC 27017, ISO/IEC 27018, and NIST-based security practices. These standards support strong governance, data protection, cloud security, and operational integrity across the service.
• Information security policies and processes: SnapComms follows a comprehensive set of information security policies and processes aligned with Everbridge’s ISO/IEC 27001–certified Information Security Management System (ISMS). Policies cover access control, data protection, encryption, vulnerability management, incident response, secure software development, supplier management, business continuity, and acceptable use. All policies are reviewed regularly, approved by executive leadership, and communicated to relevant staff.; ; Security governance is overseen by senior leadership, including a designated Chief Information Security Officer (CISO) who reports at board level. Security responsibilities cascade through dedicated security, engineering, and compliance teams who monitor adherence to policies and manage risk on an ongoing basis.; ; Compliance is ensured through mandatory staff training, regular audits, automated monitoring, vulnerability scanning, annual penetration testing, and formal change-management processes. Incidents follow a documented response procedure with escalation paths and post-incident reviews.; ; Because SnapComms is hosted in Microsoft Azure, it inherits additional security controls and compliance frameworks from Azure’s industry-certified infrastructure.
• 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: SnapComms follows structured configuration and change management processes aligned with ISO/IEC 27001. All service components are inventoried and tracked throughout their lifecycle using configuration management tools and documented asset registers. Changes follow a formal change-control process, including logging, review, approval, testing, and scheduled deployment. Each change is assessed for potential security, availability, and performance impact through risk assessment and security review. High-risk changes require additional approval and validation by security and engineering leads. Deployment is monitored, and rollback procedures are in place. Post-implementation reviews ensure controls remain effective and that any issues are promptly addressed.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: SnapComms follows a structured vulnerability management process aligned with ISO/IEC 27001. Potential threats are assessed through regular vulnerability scanning, penetration testing, code reviews, and continuous monitoring of system logs and Azure security alerts. Threat intelligence is sourced from Microsoft, industry feeds, vendor advisories, and recognised security communities. Critical vulnerabilities are prioritised and patched as quickly as possible, typically within defined SLAs based on severity. Non-critical issues follow scheduled update cycles. All patches undergo testing before deployment through controlled release processes. Security and engineering teams review emerging threats and ensure timely mitigation to maintain service integrity and protect customer data.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: SnapComms uses continuous protective monitoring to identify potential compromises, including automated log analysis, Azure Security Center alerts, intrusion-detection indicators, anomaly detection, and monitoring of authentication events and system performance. When a potential compromise is detected, it is escalated through the documented incident response process, which includes investigation, containment, remediation, and communication with affected customers when required. Security and operations teams assess severity immediately and prioritise critical incidents. Response times follow defined SLAs, with urgent incidents addressed as quickly as possible, typically within minutes to hours depending on severity. Post-incident reviews ensure improvements and prevention of recurrence.
• 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: SnapComms follows a formal incident management process aligned with ISO/IEC 27001. Pre-defined procedures exist for common events such as service outages, security alerts, and performance degradation. Users can report incidents through the SnapComms Support Portal, email, or phone, where tickets are logged, prioritised, and escalated based on severity. During significant incidents, SnapComms provides regular updates to affected customers and communicates expected resolution timelines. After resolution, incident reports or summaries, including root cause and corrective actions, are provided on request or through the support ticket. Post-incident reviews ensure lessons learned are incorporated into ongoing improvements.
• 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: Yes
• Free trial available: Yes
• Description of free trial: SnapComms provides a free trial that includes access to the core messaging features, administrative interface, and basic reporting. Some advanced features, integrations, and custom branding may be limited. Trials are time-restricted, typically lasting 14 to 30 days, and allow organisations to evaluate the service before purchasing.
• Link to free trial: https://www.snapcomms.com/trial-signup?__hstc=120856279.9b9cff044e845b3e8e29623a0cd04fa7.1765362931025.1765362931025.1765376666973.2&__hssc=120856279.13.1765376666973&__hsfp=1022562433&hsutk=9b9cff044e845b3e8e29623a0cd04fa7&contentType=standard-page

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

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 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
    • 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
    • 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
    • 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)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

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

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

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

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

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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • 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

  ODS

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