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VERINT SYSTEMS UK LIMITED

Verint for Citizen Engagement Implementation Services

Implementation services for the Lot2b Verint-for-Citizen-Engagement-Cloud-Software. Verint provides focused consultancy services to ensure the success of your organisation’s project. Experienced consultants implement a digital-platform and case-management solution to transform your organisation. They are equipped with years of relevant public sector experience and bring a wealth of examples of “industry-best-practice”.

Features

  • Provisions the Verint solution in the Verint AWS Public Cloud.
  • Process templates approach accelerates implementation timescales & ROI
  • Utilises hybrid Agile/Waterfall implementation methodology.
  • Includes a dedicated and experienced Project Manager.
  • Discovery, elaboration and analysis of business processes and online transactions.
  • Provides solution design and business process configuration.
  • Includes configuration, deployment and testing services.
  • Includes consultancy and build services for Integrations to legacy systems.
  • Infrastructure design and support services.
  • Data migration services from legacy CRM and other data sources.

Benefits

  • Low risk, yet rapid implementation based on reusable templates
  • An implementation which incorporates specialist product knowledge from the supplier.
  • Implementation services which deliver an affordable and scale-able digital platform.
  • Project Management which provides project governance and accountability.
  • Delivers a self-service platform for transformational change and channel shift.
  • Rapid incremental deployment approach for increased ROI.
  • An implementation which provides a 360 view of customers/stakeholders.
  • Implementation is focused on outcomes and delivering outstanding customer service
  • Proven supplier with experience of > 200 public sector projects.

Pricing

Service documents

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

Framework

G-Cloud 15

Service ID

8 7 1 6 5 1 4 3 3 9 7 1 2 3 3

Contact

VERINT SYSTEMS UK LIMITED Julie French
Telephone: 01932 839500
Email: tenders@verint.com

About your service

Service categories

Cloud Support Services

Set Up and Migration

  • Data/information structure design
  • Engagement and communication planning
  • Project management and governance
  • Mobilisation coordination
  • Other

Service scope

Service constraints
None

User support

Email or online ticketing support
Yes
Support response times
Service response times are dependent on the contract requirements and nature of the issue or incident, for example urgent issues would be responded to within an hour
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.2 AA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
The SaaS subscription includes Premium support as defined in Verint’s Global Maintenance and Support Plan - https://www.verint.com/wp-content/uploads/Verint-CES-Support-Plan.pdf
Premium support includes:
• 24 x 7 product support for Severity 1 and Severity 2 incidents
• Product support for all Severity levels during Verint business hours as set forth here
• Prioritized Incident Routing
• Solution upgrades, patches and hotfixes by Verint
• 24 x 7 access to the Verint web portal including web ticketing
• Defined incident response process and SLAs
• Issue investigation and diagnosis
• Access to the Customer Community Portal and Marketplace
• Quarterly Business Reviews
• Participation in the Global User Group
• Participation in the Citizen Engagement Benchmark Report

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Security Clearance (SC)

Pricing

Discount for educational organisations
No

Architecture roles

Solution architect
Role level UK Rate Offshore Rate
Solution architect £1,030.00
Senior solution architect £1,530.00

IT operations roles

Application operations engineer
Role level UK Rate Offshore Rate
Associate application operations engineer £865.00
Application operations engineer £925.00
Senior application operations engineer £1,391.00

Product and delivery roles

Business analyst
Role level UK Rate Offshore Rate
Senior business analyst £1,530.00
Delivery manager
Role level UK Rate Offshore Rate
Delivery manager £1,030.00
Senior delivery manager £1,322.00

Non-mandatory Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
Monday 14 December 2015
What the ISO/IEC 27001 doesn’t cover
The Information Security Management System is applicable to development and IT operations in relation to design, delivery, sale, implementation and support relating to Verint’s actionable intelligence solutions and value-added services for enterprise workforce optimization and security intelligence markets. There are no exemptions.
ISO 28000:2022 certification
No
ISO 9001 certification
Yes
Who accredited the ISO 9001 certification
British Assessment Bureau
ISO 9001 accreditation date
Monday 14 December 2015
What the ISO 9001 doesn’t cover
The Quality Management System is applicable to development and IT operations in relation to design, delivery, sale, implementation and support relating to Verint’s actionable intelligence solutions and value-added services for enterprise workforce optimization and security intelligence markets. There are no exemptions.
Quality management systems (QMS)
Yes
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
PCI Security Standards Council: eDelta Consulting
PCI DSS accreditation date
Monday 31 March 2025
What the PCI DSS doesn’t cover
There are no exceptions.
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
Yes
Any other security certifications
  • SOC2 Reports
  • PCI DSS Reports

Social value

Section B - Commitment for Future: Delivery

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • 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)
    • 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

  • 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
    • 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

  • 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

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

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

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

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