CITIPOST LIMITED t/a Citipost Mail

Digi-Mail

Cloud based Hybrid Mail services, Online drag & drop solution plus SFTP, API integration options.

Features

• Desktop 'drag and drop' hybrid mail
• Hybrid mail API, SFTP integration options
• 1st Class, 2nd Class and International delivery
• Letters, large letters and postcards
• Online document archive, print and download features
• High quality 100gsm paper for letters 350gsm for postcards
• Optional leaflet and brochure inserts
• Braille print is available
• Unlimited user accounts
• Documents can be 'held' for approval or removed

Benefits

• Very easy desktop access - cloud-based
• No setup, license or maintenance fees
• Easily integrated with existing systems
• Saves up to 50% on the cost of mailing letters
• Reduces labour time and costs due to simple upload
• No need for franking machines - reduces cost
• No training necessary - very intuitive thus high adoption rates
• Access to postal discounts to reduce costs
• No minimum volume requirement - simply pay for items posted
• Range of billing options to enable easy reconciliation

£0.53 a unit

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@citipost.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

879301826788387

Contact

Tanith Samuels
07570792812
tenders@citipost.co.uk

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: Our service can be linked to any number of legacy systems including (but not limited to) billing, CRM, marketing, revs and bens applications. Connection can be via API or SFTP to fully automate the creation of letters for mailing.
• Cloud deployment model: Private cloud
• Service constraints: No constraints. Easy access via Desktop or integration.
• System requirements: No licenses or special systems requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Typical turnaround time is within 24 hours Monday to Friday.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We are very happy to provide on-site support for user implementations and training if required.; We also provide on-site project management when APi and SFTP integrations are required.; We provide on-site technical support if required.; All support and assistance is provided at no extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A full client analysis and information share needs to be undertaken, so that a full understanding of the clients business needs are gained and we can determine how we can best implement this service into your business. As part of the onboarding process for a bespoke solution, our chosen software partner SDL will work closely with both Digi-Mail and the client to understand the full requirements of the services required and how they can be integrated with the Digi-Mail platform.; ; Once the client analysis has been undertaken and the complexity of the requirements are understood, a draft proposal will be provided to the client for approval and once agreed, a schedule of work and an implementation timeline will be provided. Through the use of a dedicated Account manager, full training will be provided to users to ensure that a full understanding of the capabilities are gained. This Account Manager will also be the day to day contact.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We will agree the data extraction process on a case by case basis, and in compliance with GDP regulations.
• End-of-contract process: The price of the portal is fully inclusive. Being a portal based service means no hardware or software installations at the client end and therefore no decommissioning costs. Any pre-printed stationary or stock being held on behalf of the client would be either returned or recycled in accordance with client instruction. The cost of this would be agreed with the client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Each user is provided with unique log in details to our cloud based user interface. Users simply drag and drop document files on to the portal for print production and mailing.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is accessible via a web portal at the following address; https://portal.digi-mail.co.uk ; Each user can access services according to their permissions which are set upon implementation and can also be updated at any time.; ; Users can upload documents for submission, they can also access a full archive of their documents sent within the last 90 days. All documents are deleted from the archive after 90 days in order to comply with GDPR.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: We will work with users to set up our services via API. Users can make change requests and there are no limitations to API implementations. API implementations are provided at no extra cost to the user.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Inserts can be customised. Template designs are all held in the user's own domain so there is freedom to make unlimited changes to templates without charge. Customers can white label the DigiMail service with their own branding.

Scaling

• Independence of resources: As part of the onboarding process, we work closely to understand volume projections and where the peaks in processing occur to ensure capacity requirements are met. We will agree with the client, an SLA which includes volume expectations.; ; The operation is fully ISO accredited and as such, is designed to flex to meet demand as it grows. ; Hosting on Amazon Web Services (AWS) means that we have a fully scaleable service.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide service usage statistics at user level; department level and organisation level.; we can provide information on quantities, formats and costs mailed under each account.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can download their data at an individual user level.; API exports can be set up to transfer organisation level data transfers into a document management system; We will work with users to set up our services via API. Users can make change requests and there are no limitations to APi implementations.; APi implementations are provided at no extra cost to the user.; API documentation is available for data exports
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats:
  • PDF
  • Word

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: The two hosting environments we use are each available with a Monthly Uptime Percentage of at least 99.95%. We do not make a charge for access to the portal, and therefore do not offer a refund policy. Users only pay for what is physically mailed.; ; Elastic Load Balancing automatically distributes incoming application traffic across multiple instances to enable higher levels of availability and performance; ; Volume data is replicated across multiple servers in an Availability Zone to prevent the loss of data from the failure of any single component. ; ; Volumes are designed for an annual failure rate (AFR) of between 0.1% - 0.2%, where failure refers to a complete or partial loss of the volume, depending on the size and performance of the volume. This makes our hosting environment volumes 20 times more reliable than typical commodity disk drives, which fail with an AFR of around 4%.; ; The hosting environment is designed to provide 99.999999999% durability of objects over a given year.
• Approach to resilience: The two hosting environments we use are each available with a Monthly Uptime Percentage of at least 99.95%. We do not make a charge for access to the portal, and therefore do not offer a refund policy. Users only pay for what is physically mailed.; ; Elastic Load Balancing automatically distributes incoming application traffic across multiple instances to enable higher levels of availability and performance; ; Volume data is replicated across multiple servers in an Availability Zone to prevent the loss of data from the failure of any single component. ; ; Volumes are designed for an annual failure rate (AFR) of between 0.1% - 0.2%, where failure refers to a complete or partial loss of the volume, depending on the size and performance of the volume. This makes our hosting environment volumes 20 times more reliable than typical commodity disk drives, which fail with an AFR of around 4%.; ; The hosting environment is designed to provide 99.999999999% durability of objects over a given year.
• Outage reporting: There is a public dashboard which each user has access to, any outage notifications are displayed on here. We would also provide email alerts in the event of any serious outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: User access is defined at the point of account creation, the level of visibility for individual users can be defined and agreed with the senior management team.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 04.07.2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 20/07/2012
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: 27/04/2018
• What the PCI DSS doesn’t cover: N/A - PCI compliance is hosted by Worldpay
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO27001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The environment we use has the following assurance and compliance programs.; ; o PCI DSS Level 1 Service Provider; o AICPA SOC 1 audits; o AICPA SOC 2 audits; o AICPA SOC 3 audits; o CSA STAR Registrant; o ISO 27001 certified; o ISO 9001 certified; ; The cloud platform provides several important benefits to UK organisations and enables you to meet the objectives of the Communications Electronics Security Group’s fourteen Cloud Security Principles for United Kingdom (UK) OFFICIAL classified workloads (whitepaper).; ; Citipost Mail operate a top down approach to all employees and cascade vital information on security policies to all staff in order to ensure compliance with our ISO27001 accreditation. The Head of Support Services for Citipost Mail is Chris Jones.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are tested in a secure test environment. We communicate changes to customers and then publish changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Threats are all identified via our penetration testing. System is also fully secure, any failed login attempts will block the user and send a notification to our admin team. On receipt of the information we assess the risk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Penetration testing and management processes are managed by our 3rd party supplier. Incidents are responded to within 24 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: Email or online ticketing support; Yes; Support response times; We provide email support. We aim to provide an initial response within 1hr during working hours Our aim is to fully resolve customer issues within 24hrs; User can report and manage status and priority of support tickets online

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We are committed to an environmental business target of Net-Zero emissions by 2030. We will: • Work with our operational partners to measure scope 1, 2, and 3 emissions. • Commit to a Science Based Target SBT or equivalent method. • Publish our results. We aim to meet our own business ambitions and satisfy the requirements of our broad range of clients We have reduced our paper usage throughout the business and although we therefore use our digital screens more, we use 100% renewable energy through Eon Next. We partnership with small local business for our marketing and PR services. We work with local start up delivery companies to perform our collections for us when required. All employees have quarterly job chats (1:1s) whereby training and development is discussed with them and they are free to request any training and support they require. All training and development is logged for the business through departmental learning and development matrices, these are reviewed regularly. We have systems such as Digimail and SMS which are technology hybrid systems to support low cost/high quality services. We collaborate with Whistl and Royal Mail in the delivery of our goods and services. We are currently working on a new system called Orbit which will change the way we interact with our customers, giving them a window to the mail world.
• Covid-19 recovery:

  Covid-19 recovery

  We created employment opportunities due to business growth and over the last 12 months we have had 17 new starters and 2 pending due to start in May 2022. We improved the workplace conditions and introduced social distancing, temperature checks, office screens and allowed remote working and still continue to do so. We also signed up to the government COVID-19 workplace testing program which allowed all staff to test twice weekly during 2020.
• Tackling economic inequality:

  Tackling economic inequality

  We influence staff through our ISO14001 accreditation to support the environment. We provide training opportunities to all employees to upskill them where required – some include HR qualifications, CEMA and AAT finance qualifications, IT degrees, Leadership and Management courses and we are currently looking into introducing an apprenticeship scheme this year. We are part of the Armed Forces Covenant – Bronze holder. This allows us to create employment opportunities for people who face barriers. I attend an annual conference to support this.
• Equal opportunity:

  Equal opportunity

  We influence staff through our ISO14001 accreditation to support the environment. We provide training opportunities to all employees to upskill them where required – some include HR qualifications, CEMA and AAT finance qualifications, IT degrees, Leadership and Management courses and we are currently looking into introducing an apprenticeship scheme this year. We are part of the Armed Forces Covenant – Bronze holder. This allows us to create employment opportunities for people who face barriers. I attend an annual conference to support this.
• Wellbeing:

  Wellbeing

  We promote remote working and allow flexibility where possible. We hold social committee meetings monthly to gain ideas and improvements from all levels of staff within the business. We provide engagement opportunities by holding engagement activities monthly within the workplace – these include supporting charities and the local community. We are supporting Stress Awareness week and have corporate massage days planned in for all staff which will be held on site at the back end of this year (has previously been done as well). We have our IIP accreditation which shows that we invest in our employees and their wellbeing. We are currently looking into mental health first aiders to be trained within the business. Our Head of HR, Hannah is working towards being accredited as a ‘Great Place to Work’ business – the survey is currently live and this should be in place by the end of this month. This will show what employees think about our business and she will have to provide a culture audit to show evidence of our processes and procedures. We provide support for all employees and make referrals to BUPA should this be required to gain private medical help (paid for by the business where possible).

Pricing

• Price: £0.53 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide limited access to trial the service. Any trial would be agreed on a case-by-case basis. there is no 'free access' version of the solution so we would agree terms for a test environment with the user.

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 tenders@citipost.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.