QUADIENT UK LIMITED

Inspire Evolve

Inspire Evolve is a high-performance SaaS Citizen Communications Management solution that allows central management and or line of business users to safely design, create, and deliver personalised on-demand and batch citizen communications leveraging powerful AI capabilities.

Features

• Cloud‑based content manager for templates, assets, and configuration files
• On‑demand and batch document generation with omni‑channel delivery
• Real‑time API‑driven communication generation via RESTful endpoints
• Multi‑step processing workflows for data transformation and document production
• Flexible data input formats including XML, JSON, and CSV.
• Integrated job monitoring with dashboards and detailed logs.
• Secure API authentication with role‑based access controls
• Federated change management across environments
• Centralised brand and style guides
• Omnichannel delivery scenarios automating multi‑step communication workflows

Benefits

• Improves control, consistency, and governance of communication assets
• Delivers timely, accurate communications across all customer channels
• Enables seamless system integration and fast automated communication responses
• Reduces manual effort and ensures reliable, consistent document processing
• Simplifies integration with diverse data sources and formats
• Enhances operational visibility, diagnostics, and service reliability
• Protects sensitive information through strong access and security controls
• Ensures controlled, auditable updates across all environments
• Maintains consistent branding and reduces design rework
• Coordinates personalised customer communications across multiple touchpoints

• 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 bids.uk@quadient.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

889087569968008

Contact

Adam Smith
07725 826750
bids.uk@quadient.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Document
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service operates on a fixed two‑month release cycle with an additional one‑month migration period for testing new versions. Short planned maintenance windows may occur, typically under ten minutes, and customers are notified in advance. As a SaaS platform hosted in Microsoft Azure, the service cannot be self‑hosted and is subject to Azure regional availability and continuity protections. Data processed by the service is transient and retained only for the duration required to complete processing or for agreed failure‑recovery windows.
• System requirements:
  • Active internet connection
  • Chrome (latest), Microsoft Edge, Firefox (latest), Safari 15 to 18
  • Entitlement licensing for required Inspire Evolve applications
  • Quadient Cloud account for service management and access
  • Security measures for data protection and compliance

User support

• Email or online ticketing support: Yes
• Support response times: Standard Support is available Monday–Friday, 08:00–17:30 in the customer’s selected time zone, covering all issue types and priorities during these hours. Platinum Support extends weekday coverage to 20:00 and additionally provides weekend and holiday coverage only for Critical‑priority issues that must be addressed immediately due to significant business impact. Non‑critical queries received outside regular support hours are handled when standard hours resume.
• 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: Quadient provides two structured support levels, each with defined coverage and responsibilities.; Standard Support is included at no additional cost and is available Monday–Friday, 08:00–17:30 in the customer’s selected time zone, excluding Christmas Day and New Year’s Day. During these hours, all issue types and priorities are supported.; Platinum Support is a paid enhancement that extends weekday coverage to 20:00 and includes weekend and holiday assistance for Critical‑priority issues with significant business impact and requiring immediate attention. Platinum customers also receive direct phone access to the Platinum Support team for critical issues.; Standard Support Cost:; Platinum Support Cost:; A dedicated Customer Success Manager is provided to oversee ongoing service delivery, coordinate resources, and support strategic and operational alignment throughout the customer relationship.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We help users start using Inspire Evolve through a combination of structured onboarding, training options, and comprehensive documentation.; Users receive access to the Quadient Community and Quadient University, which provide extensive online training, including tutorials, guided courses, documentation, and learning paths covering all Inspire Evolve modules ; We also provide downloadable user documentation, such as customer success guides, user manuals, release notes, and solution reference guides, supporting users in learning the platform at their own pace.; In addition, users gain entry to support and education portals, offering product knowledge, FAQs, and best practice materials that help them quickly navigate the service.; Training options include:; • Self paced online training through Quadient University; • Onsite training; • Task based product tutorials; • Access to learning communities and discussion forums; • Documentation hubs such as the Quadient Document Map for structured guidance across modules. ; This combination of online training, documentation, and community resources ensures users can begin using the service effectively and confidently.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: When a contract ends, users can extract all data and content stored in Inspire Evolve through several supported mechanisms:; 1. API based data extraction; Inspire Evolve allows users to download production information, audit logs, and delivery data directly via its REST APIs. All production data—including communication history, status information, and tracking metadata—can be retrieved programmatically and exported into a customer-owned data lake or storage environment before offboarding. ; 2. Exporting templates, assets, and repository content; Templates, blocks, images, workflows, and related assets are stored in the enterprise content repository. These can be exported by extracting the repository objects (including associated metadata and version information) before contract closure. The platform also supports structured packaging of content through its internal content management mechanisms. ; 3. Downloading reporting and audit information; Users may export system usage, audit trails, and reporting data, all of which can be accessed through built-in dashboards or downloaded via API for long-term storage. ; These methods ensure that customers retain full control of their data and can extract everything required before service termination.
• End-of-contract process: At the end of the contract, users can extract all templates, assets and data from the Inspire Evolve content repository through standard export mechanisms and via the platform’s REST APIs. All production information—including audit logs, communication history, delivery status information and reporting data—can be downloaded prior to contract closure. These capabilities are part of the platform’s normal operation and allow customers to retain their content and operational outputs before access is withdrawn. ; Once extraction is complete and the contract expires, user access to the Inspire Evolve environments (DEV, TEST and PROD) is disabled, and hosted content is securely removed in accordance with Quadient’s standard data handling and cloud service practices.; Included in the contract price:; – Use of Inspire Evolve environments (DEV/TEST/PROD); – Ability to export templates, assets and production data using built in tools or API access; – Access to dashboards and reporting for downloading usage and audit information ; Additional cost items (if required):; – Professional Services support for bulk extraction, transformation or migration activities; – Any bespoke data packaging or consulting beyond standard export capabilities (Professional Services are billable based on rate cards).
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The platform provides multiple service interfaces that support both business users and technical teams. Users access the platform through a browser‑based web interface available within Quadient Cloud, where dashboards, job monitoring, content management, pipeline design, and administration features are all provided through the Generate GUI.; For integration and automation, the service also exposes a comprehensive REST API interface, enabling real‑time and batch communication generation, content operations, and orchestration via programmatic endpoints as described in the Inspire Evolve REST API Reference Guide.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have carried out interface testing using a range of assistive technologies to ensure Inspire‑generated HTML5 and PDF/UA outputs meet accessibility requirements.; Testing included extensive use of screen readers such as JAWS and ChromeVox, validating correct reading order, semantic structure, ARIA behaviour, and proper labelling of interactive elements.; We also performed keyboard‑only navigation testing to verify logical focus order, tab progression, and full operability without a mouse—critical for users with mobility impairments. ; These evaluations were conducted on real Inspire‑generated documents, including HTML5 e‑statements and dynamically tagged PDFs, ensuring compatibility with assistive tools and adherence to WCAG/ADA requirements.; This combined approach confirmed that Inspire outputs are perceivable, operable, and robust for users relying on assistive technologies.
• API: Yes
• What users can and can't do using the API: Users can interact with Inspire Evolve through a comprehensive REST API that enables setup, integration, and operational automation. To set up the service, users authenticate by generating API credentials within the administration area and exchanging those for an OAuth token. This allows applications to securely call Inspire endpoints and begin interacting with services programmatically; Once authenticated, users can configure and operate the service through the API by triggering document generation workflows, retrieving templates, listing available communication assets, and integrating Inspire Evolve into upstream and downstream systems. The platform’s APIs allow organisations to generate on-demand and batch documents in multiple formats (PDF, HTML5, AFP, SMS, email, WhatsApp), retrieve data requirements for templates, and orchestrate multi-channel delivery using workflow triggers. ; Users can also use the API to feed data directly into communication processes, request output generation, access production information, and incorporate Inspire Evolve outputs into broader operational pipelines. The API supports secure authentication, structured payload exchange, and seamless integration, enabling organisations to automate the generation of communications and embed Inspire capabilities into enterprise environments.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the Inspire Evolve service in several ways, covering templates, workflows, branding, data, and governance.; What can be customised:; Users can customise communication templates, reusable content blocks, styles, fonts, branding assets, data definitions, business rules, workflow orchestration, delivery channels, and approval processes. The platform also supports multi‑channel output configuration, dynamic content rules, and automated workflows.; How users can customise:; Customisation is performed through the Inspire Evolve web interfaces, including Content Author, Front Office, and workflow tools. Users can build or modify templates using drag‑and‑drop design, apply conditional display rules, update styles and brand assets, configure pipelines for document generation, and orchestrate delivery steps. Data mappings, transformations, and integrations can be configured within data definitions or via the Generate/Workflow modules. All changes go through configurable approval workflows before being published.; Who can customise:; Business users, designers, and content authors can customise templates and content blocks. Administrators can configure roles, approval flows, integrations, and orchestration pipelines. Technical users can enhance automation through workflows and API integrations. Permissions are role‑based, ensuring each user can only customise the elements appropriate to their responsibilities.

Scaling

• Independence of resources: Inspire Evolve guarantees consistent performance through autoscaling, environment isolation, and cloud native deployment.; The platform automatically scales horizontally, adding application pods as usage grows and supporting up to 200 concurrent users per environment without being affected by other tenants’ activity. Document generation also scales dynamically, with each lane producing 207 pages per minute and expanding to multiple parallel lanes during peak demand. ; Evolve is deployed in the Quadient Cloud, where each customer receives isolated DEV, TEST, and PROD environments. This separation ensures that workloads and spikes from other organisations cannot impact performance or availability.

Analytics

• Service usage metrics: Yes
• Metrics types: Inspire Evolve provides built‑in service usage metrics through its reporting dashboards and APIs.; The platform tracks and reports information such as document generation volumes, page counts, batch vs. on‑demand activity, user activity, audit logs, and digital‑delivery metrics (opens, bounces, clicks, delivery status). These metrics can be viewed in dashboards or exported via API for inclusion in customer reporting systems
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• 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
  • 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: ‘IT Health Check’ performed by a CHECK 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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Because the Inspire Evolve solution is deployed on MS Azure, it utilises the capabilities inherent in that platform, such as:; Built‑in data‑link layer encryption for all Azure regional and inter‑regional traffic; Layered access controls with dedicated security personnel and multi‑factor authentication; Video surveillance and monitored server racks to prevent physical tampering
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data from Inspire Evolve using built‑in tools and APIs. All templates, assets and workflow objects stored in the content repository can be exported directly, while production data, audit logs and communication history can be downloaded via the platform’s REST APIs or reporting dashboards. These exports provide full access to templates, metadata and operational records before contract closure
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Json
  • TXT
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

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)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: AES‑256 encryption, SHA‑256 for data at rest

Availability and resilience

• Guaranteed availability: Quadient guarantees a monthly service availability of 99.90% for the Inspire Evolve SaaS platform, excluding planned maintenance or intentional service interruptions required for security purposes.; Quadient also provides RTO of 12 hours and RPO of 4 hours, ensuring that service recovery objectives support high availability and business continuity with service credits as the refund mechanism when availability commitments are not met
• Approach to resilience: Service resilience :; Inspire Evolve (Quadient Cloud on Microsoft Azure) is engineered for continuity through geo‑redundancy: customer environments are deployed in a primary/backup Azure region pair (e.g., West Europe—Netherlands—with North Europe—Ireland as backup), and data is stored in two separate geographic locations to withstand regional failure. ; We operate to RTO 12 hours and RPO 4 hours, with documented Business Continuity and Disaster Recovery plans that are tested and maintained. ; The application layer autoscale(s) horizontally (e.g., additional lanes/pods for Content Author/Front Office and Generate) to absorb demand spikes; releases follow a two‑month cadence with a one‑month migration window to validate changes before rollout, and planned maintenance windows are short and pre‑notified. ; We continuously monitor application, service, and infrastructure health, and publish uptime/incident history in our customer portal for transparency.; Datacentre resilience:; Hosting is on Microsoft Azure with redundant power, UPS, and backup generators, and facilities engineered for resiliency; our EU service uses paired Azure regions for failover and data residency alignment.
• Outage reporting: Inspire Evolve provides several mechanisms to notify customers of service issues and maintenance events:; ; 1. Customer Status Page (Private Dashboard); A dedicated service status and incident history page is available through the Quadient customer community portal. This provides real-time visibility into the status of individual components and any ongoing or past outages.; ; 2. Email Alerts; For any planned updates, maintenance windows, or release activities that may impact availability, customers receive advance email notifications (typically at least 7 days before maintenance).; ; 3. In Solution Announcements; Notifications are also displayed directly within Inspire Evolve under Administration → Announcements.; ; 4. Monitoring & Internal Alerts; Quadient monitors application and service level health continuously. While internal monitoring ensures rapid response to issues, customer-facing alerts are delivered via the community portal and email rather than a public API.; ; 5. API Access to Logs (Not an Outage API); Customers can access detailed logs and job-level error information via dashboards and API endpoints, but this is not an outage notification API.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to Inspire Evolve management interfaces is restricted through role‑based access control, enforced authentication via the customer’s identity provider (SAML/OIDC), and mandatory MFA where configured. Administrative functions are limited to authorised roles, with all actions logged. Network restrictions such as VPN, private network access or IP allow‑listing can also be applied.; Support access is strictly controlled, granted only with customer authorisation, time‑limited, and fully audited. Support staff use secure, authenticated channels, and no customer data is accessed without explicit approval. Access follows least‑privilege principles, segregation of duties, and full auditability.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

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: User-defined
• 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:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27001/27017/27018, ; SOC 2 Type II, ; HITRUST
• Information security policies and processes: Quadient operates a certified security governance framework for Inspire Evolve, led by an ISO/IEC 27001‑aligned ISMS and supported by ISO/IEC 27017 (cloud), ISO/IEC 27018 (PII), SOC 2 Type II, HITRUST CSF, and alignment to NIST CSF. These standards underpin policies for access control, encryption, secure development, vulnerability management, incident handling, third‑party assurance, and privacy compliance. See Quadient Trust Centre: https://www.quadient.com/en/security-privacy-compliance.; Secure development & operations:; We follow a secure SDLC (OWASP SAMM), with SAST/DAST, change/release management on a two‑month cadence with a one‑month migration window, and planned maintenance notifications; continuous monitoring and dashboards provide operational oversight.; Access & data protection:; Role‑based access (RBAC), federation/SSO and MFA are supported; data is encrypted in transit (TLS 1.2+) and at rest (AES‑256).; We have a global Data Protection Officer who is a member of Quadient Executive Management team.; Reporting in to him are Regional Data Protection Officers, each of which has Local Security & Compliance Managers, Cyber Security Analysts; Application Security Analysts, Penetration Testers reporting into them
• 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: Quadient uses a formal Change Management Policy with versioned Change Sets to track all service components throughout their lifecycle. Updates move through DEV → TEST/UAT → PROD with full dependency metadata and audit history maintained in the content repository. ; All changes follow structured assessment, approval and release cycles aligned to Quadient’s ISO 27001‑based governance and SOC 2‑audited controls. Security impact is evaluated through secure SDLC practices, including SAST/DAST, formal reviews and mandatory testing within the controlled migration window before deployment.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Quadient manages vulnerabilities through continuous scanning, secure SDLC controls, and regular internal and external penetration testing. Threats are assessed using SAST/DAST, monitored application and infrastructure metrics, and security reviews governed by our ISO 27001‑aligned ISMS and SOC 2 Type II controls.; Patches are deployed through a structured two‑month release cycle with a one‑month testing/migration window, supported by controlled change management and pre‑notified maintenance windows. ; Threat intelligence comes from Quadient’s security teams, certified specialists (e.g., CISSP, CISM), external auditors, pen testers, and compliance frameworks that inform emerging risks and required mitigations.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our vulnerability management process uses continuous monitoring, automated scanning, and risk‑based assessment. We evaluate threats by correlating scan results with threat‑intel feeds, CVSS scores, exploit availability, and service criticality. Patches for critical vulnerabilities are typically deployed within 24–72 hours, with lower‑risk issues addressed through scheduled maintenance cycles. We source threat information from reputable providers including vendor security advisories, CERT/CC, NIST NVD, ISACs, and real‑time threat‑intelligence services.
• 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: We operate a structured incident management process based on predefined runbooks for common events (e.g., service outages, security alerts, performance degradation, access issues). These playbooks define detection steps, triage criteria, escalation paths, and communication guidelines.; Users can report incidents through multiple channels, including a dedicated service desk portal, email, and automated monitoring alerts that create tickets directly in our incident management system.; We provide incident reports using a standardised format that includes incident summary, impact assessment, root cause, timeline, actions taken, and preventive measures. Reports are shared securely with stakeholders following incident closure or upon request.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A trial Inspire Evolve instance is available on request, providing full functionality without restrictions. The trial runs for a limited period, with the duration agreed between Quadient and the prospective customer when the environment is created.

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: DNV
• ISO/IEC 27001 accreditation date: Saturday 1 November 2025
• What the ISO/IEC 27001 doesn’t cover: This certificate is valid for the following site scope:; The security and privacy of all information and data assets Quadient use for the delivery of all core activities surrounding the provision of a range of communication solutions in accordance with the Quadient UKI & CEI Statement of Applicability version 1.0
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: DNV
• ISO 9001 accreditation date: Tuesday 3 June 2025
• What the ISO 9001 doesn’t cover: This certificate is valid for the following scope:; The marketing, sales, provision, installation and maintenance of mailing and document handling equipment and parcel lockers. The marketing, sales and support of customer communication solutions
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: C795b54f-685b-4494-91c1-4ccb64625516
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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 bids.uk@quadient.com. Tell them what format you need. It will help if you say what assistive technology you use.