RESTORE PLC

Digital Mailroom

A Digital Mailroom service for both physical and electronic incoming documents. Customer mail and emails are digitised, indexed, referenced and then transferred electronically to the relevant client environment. Combined with our hybrid mail solution, this enables our customers to receive a complete inbound and outbound communications service.

Features

• Complete in-coming mailroom service
• Physical and electronic documents processing
• Digitisation of physical document to BS10008 standards
• Secure handling, digitisation and processing of Cherished Items
• Accurate data capture, indexing and classification
• Digital documents returned to strict SLAs
• Secure document storage
• Document destruction to standard BS15713
• Secure data deletion
• Fully tracked and auditable service

Benefits

• More effective access and manage inbound mail documents
• Streamline document processing and decision making
• Fully tracked to support evidencing regulatory and legislative compliance
• Consistent management of both physical and digital inbound communications
• Faster processing to support enhanced customer communications
• Scalable service meeting demand without service impact
• Enables release/repurposing of valuable real estate to reduce costs
• Enhanced visibility and control of customer communications
• Process innovation through technology and workflow
• Tailored solutions to ensure alignment to customers' own digital strategies

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

943348149781123

Contact

Paul Bee
07970144782
tenders@restore.co.uk

About the service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • 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: Any services receiving digital documents from the mailroom. This can include EDMS and hosting platforms or specialist processing systems, such as CRM, Finance or HR systems.
• Cloud deployment model: Private cloud
• Service constraints: There are no service constraints aside from access to the mail (e.g. no Royal Mail strikes disrupting access). Any customer specific constraints that might be relevant to the customer's requirements will be discussed and agreed with client at the time of purchase.
• System requirements: Latest HTML5 compliant browser with appropriate memory (depending on solution)

User support

• Email or online ticketing support: Yes
• Support response times: All logged incidents or service requests are acknowledged immediately via our Customer Services Team. Response timescales will vary in accordance with the priority of the logged ticket, and our targeted response times during contracted support hours are as follows:; ; Priority 1 (Critical): service unavailable or significant impact - 30 minutes; ; Priority 2 (Medium): partial loss of an important business function for end-users - 2 working hours; ; Priority 3 (Low): low impact on End-User operations where processing can continue - 2 working days; ; Priority 4 (Minor/ guidance and advice): problems affecting 1 or 2 end-users – 3 working days
• 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: Our mailroom solution can feed into EDMS solutions that work on mobile devices, such as EDMonline, which 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: Through our EDMonline portal, authorised users can access documents and data, as well as 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 is volume-based. Each contract is assessed for its workload requirements by our Mailroom Planning Manager and capacity is built into the team. Services are delivered by shared teams that are able to service multiple contracts and so cover peaks in demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Reports are available through the system that provide usage information (service volumes split by document types etc.) and performance metrics (SLA adherence etc.). The dashboard links directly into our production system, which tracks all work through each stage. This enables our reports to provide real time data. These can be tailored to each customer's specific requirements.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NEC Software Solutions (as a service option)

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: We will work with each customer to agree the specific SLAs for their service delivery. If the solution includes our hosting of the digital records, we provides a standard availability SLA of 99.9% (excluding planned downtime) of our primary platform. 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)
  • 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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: 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
• ISO 9001 certification accredited by: 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
• PCI DSS certification accredited by: 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
• Cyber Essentials Certificate Number: D56d8d56-2e47-4691-a954-5e2d32bf5179
• Cyber essentials plus: Yes
• 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

• 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

  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

  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.