RESTORE PLC

EDMonline

EDMonline is our in-house developed Electronic Document Management Solution (EDMS), which provides organisations with effective, secure digital document management. EDMonline is designed to meet the diverse document storage, retrieval, and compliance needs of businesses. Tailored to support the entire document lifecycle, it offers a comprehensive, flexible, and scalable platform.

Features

• Digital Mailroom
• Hosted Document Management
• Reporting and Dashboards
• Remote Access
• Physical Mailroom Facilities
• Automated Classification and Data Capture
• OCR

Benefits

• Improve operational efficiency
• Remove geographic constrainsts
• Enable easier management of volumes
• Accurate and consistent classification and capture
• Automated work routing
• Fast access to documents and data

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

Framework

G-Cloud 15

Service ID

892572178135725

Contact

Paul Bee
07970144782
tenders@restore.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• 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: Mailroom capabilities or Document Management capabilities can be used independently or in conjunction with other services and applications
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Digital services are provided on a 24-7 basis but there is a planned maintenance window once per week (out of normal working hours) - this doesn't ordinarily require any downtime.
• System requirements: Microsoft Edge or Google Chrome web browser

User support

• Email or online ticketing support: Yes
• Support response times: Support arrangements are agreed as part of contract but are normally 8.30am to 6pm 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: Yes, at extra cost
• Support levels: Restore offer comprehensive support functions to all customers to ensure they continuously receive a high quality of service. Our highly skilled Customer Services Team will act as your first point of contact for any incidents, general queries, security incidents, major incidents, or service request requirements. This team is supported by our experienced IT Helpdesk, who provide technical assistance and issue resolution for our customer-facing portals and systems.; ; We operate across the Service Lifecycle to the principles set out in ITILv4. The scope of our ITIL alignment covers the full-service lifecycle. The ITIL Lifecycle processes are embedded within the business operating model. ; ; This is provided as standard at no cost to the customer.; ; Enhanced out of hours support can be provided at additional cost. This cost will be determined by the required SLAs.; ; A dedicated technical account manager or cloud support engineer are not typically provided due to the nature of the services, although these can be provided if the customer needs require this.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online documentation is available on the EDMonline portal itself, which includes:; - User Guide: contains information on how to log in to EDMonline, search for and view documents, access reports, and other features.; - Administrator Guide: contains information on how to manage EDMonline user logins, set up user permissions, access additional management information, and adjust site options across various areas of functionality e.g. security, password rules, and site navigation.; In addition, more ‘tailored’ user documentation can be provided which includes screenshots and usage details for the customer’s specific site setup, which will reflect the particular document types, index fields, queue functionality, and tailored reporting for that site. The customer can then, if required, build this into their own documentation which might be in place for their wider business function into which this service integrates.; EDMonline is designed to be intuitive to use, without any technical knowledge needed. As part of the UAT and go-live preparation, however, online training sessions can be provided. This is typically based on a ‘train the trainer’ approach, so Restore would hold an online session with a small number of customer staff, who would then be responsible for cascading this information to the wider user base.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Document image files and their associated metadata can be extracted from EDMonline in bulk by Restore when the contract ends. Details include:; - Format of document image files. Typically these will be as stored on EDMonline, e.g. PDF. They would be extracted as one file per document and named uniquely, and grouped into subfolders (usually up to 1,000 files in each).; - Format of document metadata. This is the index information for each document, and will include index field values captured by Restore and any added by the customer. The metadata is extracted in text format, typically CSV or XML, and includes a reference to the corresponding image filename.; - Method of delivery. This is typically by hardware-encrypted hard drive(s), delivered by courier. Restore provide the PIN code for the drive separately. Electronic delivery methods, e.g. SFTP, are also an option, depending on data volumes.; - Encryption. Delivery methods are typically encrypted by default (e.g. hardware-encrypted hard drive or SFTP). However, if required, an additional level of encryption can be added by zipping each subfolder and encrypting using PGP.; - Reconciliation. Restore will provide a document count and/or file list which can be reconciled against the extracted files.
• End-of-contract process: Restore work with each customer to develop an exit strategy that best serves them. This will be based on multiple considerations but will have the overall objectives of:; ; 1. Ensuring a smooth and secure migration of data to the new provider with minimal disruption to BAU; 2. Maintain the integrity of all data.; 3. Being secure.; 4. Being compliant with all regulatory and IG requirements.; ; Once we receive written confirmation from the customer that they wish to terminate our services at the end of the agreed contract period, we will appoint an Exit Manager. They will ensure a controlled managed process that all parties (customer, replacement suppliers, and any sub-contractors) receive the required support, and that our service quality is maintained throughout the transition. The Exit Manager will be responsible for jointly creating the Exit Plan for the transition.; ; During the exit period, we will provide Professional Services support to prepare and transfer their images, metadata and information to them or their chosen supplier via the most effective method. ; ; We will work with each customer to agree and include the specific exit charges to ensure it is solution specific.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: EDMonline uses responsive web design and scales to mobile and tablet devices accordingly.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The EDMonline portal provides users with access to documents and data and can be used to provide interactive access to Mailroom related services such as decision making on documents, routing, returns and exception processes. The user experience is tailored based on the requirements.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The application has been tested against the WCAG 2.2 AA standard by external 3rd party testers and also by HMRC testers.
• API: Yes
• What users can and can't do using the API: The API can be used to import, update and access documents and data.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Many aspects of the service can be tailored and customised to meet the requirements, either through configuration that we provide or through front-end application options that super-users can configure.

Scaling

• Independence of resources: The service operates on a multi‑tier, load‑balanced architecture, ensuring traffic is evenly distributed across web, application and data layers. This provides the base-capacity which is monitored and scaled up as required.; ; Resource isolation is enforced at the application layer through streaming of large content, server side pagination and results limits, and strict timeouts for long running operations. Query and payload size restrictions ensure that no individual user action can consume excessive compute, memory, or database resources. These controls protect the stability of the service and guarantee consistent performance for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Reports are available through the system that provide usage information (user access, activity etc)
• Reporting types: Real-time dashboards
• Resource tagging: No
• 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
• User control over data storage and processing locations: No
• 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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: ISO27001:2022 certification
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users with permission can extract specific data from the application using the web-based interface, for example for data from queries or reports. Exports of data from the application are as CSV files which can be downloaded.; ; Similarly, individual documents can be downloaded if users have permission to do so but there is no facility to bulk download documents.
• 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: EDMonline provides a standard availability SLA of 99.9% (excluding planned downtime). Any contract specific SLA and service credits for missing SLA will be discussed with each customer to meet their requirements.
• Approach to resilience: Data security, integrity and recovery is at the core of our risk and threat modelling. The virtual machines used to provide our solution and associated data are stored on a high availability Storage Area Network solution which has resilience designed to provide 99.999% uptime which is less than 6 minutes of connectivity disruption a year.; ; Processing of customer data takes place within our primary Data Centre where, once processing is complete, a copy of data at rest is replicated to our secondary Data Centre. This data is then synchronised near real time offsite for a second, DR copy.; ; Virtual machines and databases are replicated offsite continuously throughout the day using Enterprise class Disaster Recovery solution. To enable Restore to provide uninterrupted service to customers, our systems are designed to enable RTO within minutes of a major issue occurring and some solutions such as storage has pre-emptive alerting.
• Outage reporting: Outages will be treated as a Major Incident (MI) and managed by our Helpdesk for resolution within the agreed SLA for P1 (or otherwise relevant) priority level. A customer named user/representative will be notified of the status of the MI throughout until resolution. The incident will also be logged on the Service Desk system where the status is also visible to the user.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Effective logical access controls have been designed and implemented using Active Directory Domain Controllers with appropriate access controls configured for our users. Separate Active Directory Domains are implemented for Production processing in the internal local area network (LAN) and De-militarised Zones (DMZ) allowing us to further restrict access to systems providing external access to clients, including data at rest. Password Management policies are configured, implemented, and enforced using group policy. Different policies are enforced for ‘standard’ and ‘admin’ users. These arrangements conform to best industry practices and form part of ISO27001 certification.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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
• Information security policies and processes: We have a comprehensive set of information security policies that demonstrates senior management commitment to information security. It provides the framework and resources to ensure the information security is maintained by Restore in line with the requirements of ISO27001. Such policies include (but not limited to):; - acceptable use; - network security; - physical security; - secure software development; - secure change management; - cryptography; - risk management; ; All policies are audited internally and externally, and comply with the requirements of ISO27001. These are reviewed and updated annually (or as needed in line with market/legislative changes).; ; The reporting structure involves:; - Restore Board of Directors; - Restore Senior Leadership Team; - Head of Cyber Security, leading a dedicated Cyber Security Team (including Governance, Risk and Compliance).; ; The following information security activities are monitored, audited, assessed, and improved via a robust cyber security and risk management framework. This includes Risk Register and Cyber Risk Committees, where Cyber Security risks are reviewed and improvements prioritised in line with strategic information security objectives.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management is managed in line with ISO27001 requirements. Restore operates a change approval board process that operates in line with ITIL change management methodology. All significant changes within Restore are reviewed and approved by the change approval board prior to implementation. This includes Business Impact Assessments (BIA) that identify potential security impacts, mitigation controls, and rollback processes. ; ; Restore's ITIL compliant change management system ensures that all assets and services are tracked throughout their lifecycle.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Restore operates a formal vulnerability management process aligned to ISO/IEC 27001 and ISO/IEC 27002 control 8.8. Potential threats are identified through regular vulnerability scanning and penetration testing performed by CREST-approved assessors, supplemented by risk assessments conducted by the IT Security Team. Vulnerabilities are risk-rated and tracked to remediation using defined severity-based timelines. Patching and remediation are prioritised based on risk and business impact, with medium and high-risk findings remediated promptly. Threat intelligence is sourced from industry-recognised bodies including CERTs, vendor advisories, NIST, OWASP, PCI DSS and security partner reporting.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Restore operates continuous protective monitoring across its networks and systems using centrally managed logging, SIEM and intrusion detection/prevention controls. Potential compromises are identified through monitoring of security events, alerts and anomalies generated by firewalls, IDS/IPS, endpoint protection, web filtering and centralised logging. Alerts are reviewed by the IT Security and Infrastructure teams, with confirmed incidents escalated via the incident management process. Responses are prioritised based on severity and risk, with containment and remediation actions initiated promptly. Monitoring rules, signatures and threat intelligence feeds are kept up to date to ensure timely detection and response.
• 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: Restore operates a formal incident management process aligned to ISO/IEC 27001 and ISO/IEC 27002. Pre-defined procedures exist for common information security, service and business continuity incidents, including escalation thresholds and severity classification. Incidents can be reported by users via the service desk, Customer Services team, or through a formal Incident reporting mechanism. All incidents are logged, investigated and tracked to resolution, with evidence collected where required. Customers and relevant authorities are notified in line with contractual and regulatory requirements, and post-incident reviews are conducted to capture lessons learned and drive continual improvement.
• 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: Yes
• Connected networks: Public Services Network (PSN)

Pricing

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

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 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: BSI
• ISO/IEC 27001 accreditation date: Monday 6 October 2025
• What the ISO/IEC 27001 doesn’t cover: All service aspects are covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Friday 20 October 2023
• What the ISO 9001 doesn’t cover: All service aspects are covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: BSI
• PCI DSS accreditation date: Monday 31 March 2025
• What the PCI DSS doesn’t cover: Certification relates to the following locations: Monkton Farleigh, Hartlebury, Shoeburyness, and Sherburn in Elmet.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D56d8d56-2e47-4691-a954-5e2d32bf5179
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bed7ffb0-172c-4ccb-b897-9fbabae2a0e2
• Other security certifications: Yes
• Any other security certifications:
  • DCB0129
  • CyberEssentials and CyberEssentials Plus for our EDMonline platform
  • CyberEssentials and CyberEssentials Plus for our PRISM/hybrid mail 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

    • 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
    • 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
    • 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
    • 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

  • 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

  • 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.

    • 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
    • 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
    • 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
    • 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
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

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

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

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

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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