WELFORD SYSTEMS LIMITED

Welford Service Management – ITSM Service Desk with integrated CMDB & Asset Management

Welford Service Management is an ITSM SaaS service desk for managing incidents, changes, problems, requests and workflows with approvals, SLAs, reporting and audit trails. It includes an integrated CMDB and asset management (ITAM) to link tickets, changes and configuration items. Supports automation, integrations and evidence for governance and cyber resilience.

Features

• Incident, request and service catalogue workflows with configurable forms.
• SLA/OLA tracking, prioritisation, escalation and breach alerts.
• Approval workflows for access, change and service requests.
• Change management with integrated CAB, risk scoring and evidence.
• Integrated CMDB with configuration items, ownership and relationships.
• Asset management with lifecycle, assignment, and audit history.
• Problem management with root cause analysis and known error records.
• Knowledge base and SOPs linked to tickets, problems and changes.
• Email-to-ticket, notifications, and requester/engineer self-service portals.
• Dashboards, reporting, APIs and integrations for automation.

Benefits

• Improve service response with clear ownership and SLA controls.
• Reduce downtime using CMDB relationships and faster root cause analysis.
• Strengthen cyber resilience with controlled changes and CAB approvals.
• Reduce recurring incidents through problem management and known errors.
• Increase governance with approvals, audit trails and evidence exports.
• Reduce manual work through automation, templates and self-service.
• Improve visibility across incidents, problems, changes and assets.
• Standardise processes using consistent workflows and knowledge articles.
• Support compliance reporting with searchable records and dashboards.
• Improve customer satisfaction with transparent status and communications.

• Education pricing available
• 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 shafee.abdul-raheem@welfordsystems.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

976420655704891

Contact

Shafee Abdul Raheem
07835263042
shafee.abdul-raheem@welfordsystems.com

About the service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management

  IT automation and configuration management

  • Workload management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: SaaS delivered over HTTPS; modern browser required. Some features depend on external integrations and customer system permissions. Scheduled maintenance may occur with advance notice. Support is remote by default; onsite by agreement.
• System requirements:
  • A modern, supported web browser
  • Users need an email address and an identity account
  • For integrations, buyer provide connectivity details
  • Internet connectivity with outbound access to HTTPS
  • Connectors may be used where specific integrations required.
  • No additional client software is required for standard users
  • Allow required network access (typically outbound HTTPS or VPN).
  • Buyer administrator access to configure users & roles
  • Supported file export/import tools
  • Ability to allow list supplier service IPs

User support

• Email or online ticketing support: Yes
• Support response times: We provide support via email/ticketing. During UK business hours (Mon–Fri), we acknowledge and start triage within:; ; P1 (critical): 1 hour; ; P2 (high): 4 business hours; ; P3 (medium): 1 business day; ; P4 (low/how-to): 2 business days; ; Weekend and bank holiday cover is limited to P1 incidents by prior agreement; otherwise requests are handled next business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: We provide tiered support for the service:; ; Standard Support:; ; Channels: web ticketing/email; ; Hours: 9am–5pm UK, Monday–Friday (excluding bank holidays); ; Targets: P1 1 hour response; P2 4 business hours; P3 1 business day; P4 2 business days; ; Updates: regular progress updates for P1/P2 incidents; ; Cost: Included (no additional charge); ; Enhanced Support (optional, extra cost); ; Channels: ticketing/email plus phone for P1/P2; ; Hours: extended hours as agreed with buyer; ; Faster response targets and more frequent updates for P1/P2; ; Cost: Additional charge (see pricing document); ; Premium / 24x7 Critical Support (optional, extra cost); ; Channel: phone for P1 incidents, ticketing for all others; ; Hours: 24x7 coverage for P1 incidents (and P2 if agreed); ; Cost: Additional charges; ; Technical account management:; A named technical contact (cloud support engineer / customer success contact) is provided for onboarding and ongoing service reviews. A dedicated Technical Account Manager (TAM) can be provided as an optional add-on
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We onboard users through a structured approach including tenant setup, configuration of service desk workflows (catalogue, categories, SLAs, assignment/escalation), and administrator training. We provide online documentation and user guides, plus remote training sessions for administrators and end users. Onsite workshops can be provided by agreement at extra cost. We offer email/ticketing support during onboarding and can assist with data import (tickets, users, assets/CMDB) and integrations (email, APIs, ITSM toolchain) where required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, buyers can extract their data using the service’s built-in export tools and/or via the REST API. On request, we can also provide a one-off final export package. Exports can include core records (tickets/requests, users, workflow/configuration), CMDB and asset records (including relationships where applicable), knowledge base content, and audit logs within the agreed retention period, delivered in standard formats such as CSV and JSON (and PDF for reports where available).
• End-of-contract process: At contract end, the buyer can request a final data export and agree a handover date. We provide instructions for self-service export via the service (and/or API). After the agreed end date, access is disabled and the service is offboarded. Buyer data is then securely deleted in line with our retention and deletion policy and any contractual requirements, following confirmation that the buyer has completed extraction.; ; Included in the contract price:; - Standard offboarding support via email/ticketing; - Self-service export guidance and access to built-in export tools during the contract; - Service termination and account closure; ; Additional cost (if required):; - Supplier-assisted data extraction packages beyond standard exports; - Bespoke export formats or additional data transformation/mapping; - Onsite workshops or handover sessions; - Extended access period beyond contract end (by agreement)
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is provided digitally and is designed to be accessible. We publish documentation in web/HTML format where possible and provide downloadable PDF versions on request. Documents use clear headings, consistent structure, readable fonts, and plain language, and can be used with browser zoom and common assistive technologies. We can provide alternative formats (for example, Word/ODT or larger text) on request and will update documentation accessibility as the documentation set is expanded.

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: The service is browser-based and responsive for use on mobile devices for common user tasks. Administrative configuration is best performed on desktop for full functionality.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web-based user interface accessed via a browser over HTTPS, with role-based access for administrators and end users. The service also provides REST APIs for integration and automation (where enabled).
• Accessibility standards: None or don’t know
• Description of accessibility: Our service is browser-based and designed with accessibility in mind, although we have not completed formal certification against WCAG 2.2 or EN 301 549. Users can navigate main screens using standard browser controls, resize text/zoom, and use keyboard navigation for common actions such as viewing lists, searching, opening records, and submitting forms. Form fields use clear labels and validation messages, and pages are structured consistently to support assistive technologies.; ; Some advanced administration screens and complex tables may have limitations for full keyboard-only or screen-reader use, and certain workflows may be easier with a mouse.
• Accessibility testing: We have not yet carried out formal user testing with assistive technology users (for example, screen reader or switch users). We have completed internal usability checks using browser accessibility tools and keyboard-only navigation for common journeys (login, search, create/update records, submit forms, and export/ download). We plan to undertake structured testing with assistive technology users and/or a third-party accessibility audit, and we track accessibility improvements through our development backlog.
• API: Yes
• What users can and can't do using the API: Our service provides a REST API over HTTPS for integration and automation. ; ; What users can do via the API:; ; - Integration with external services such as Welford IAG, ServiceNow and Jira
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users customise Welford Service Management through no-code configuration in the web-based admin console.; ; What can be customised: service catalogue items, forms/fields, categories, priorities, statuses, SLAs/OLAs, assignment and escalation rules, notification templates, approval workflows, CAB membership/steps, CMDB classes/attributes, asset fields, dashboards and reports.; ; How users customise: authorised admins configure settings and workflows via the UI (and where supported, via API for integrations/automation). Changes can be tested and rolled out using the buyer’s change process.; ; Who can customise: buyer-authorised administrators/super-admins only (RBAC/least privilege). Supplier can assist by request, with actions logged and auditable.

Scaling

• Independence of resources: We design the service so that one customer’s usage does not materially impact others. We use tenant isolation at the application and data layers, with role-based access controls and logical separation of customer data. Platform resources are monitored and scaled to meet demand, with capacity management and alerting in place. We apply rate limiting and fair-use controls on high-volume operations (for example API calls and bulk exports) to protect overall service performance. Where required, dedicated/single-tenant environments can be provided by agreement.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide service usage and operational metrics through dashboards and reports, including: user logins and activity, volume of requests/tickets created and resolved, status and ageing breakdowns, assignment/workload metrics, SLA/response performance (where configured), approval volumes and cycle times, integration/job success/failure (where applicable), and audit event summaries. Metrics can be filtered by date range, team, service area, and user role, and exported in standard formats.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

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

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• 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

Data importing and exporting

• Data export approach: Users can export data through self-service export functions in the web interface (for example exporting lists and reports) and, where enabled, through the REST API for automated exports. Administrators can select the dataset and date range and download exports in standard formats. Supplier-assisted exports can be provided on request for large or complex extractions.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Pdf
• Data import formats:
  • CSV
  • Other
• Other data import formats: 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)

Availability and resilience

• Guaranteed availability: We target 99.9% monthly availability for the production service, excluding pre-notified planned maintenance and factors outside our reasonable control (for example buyer connectivity issues or third-party system outages). Availability is measured monthly using our service monitoring.; ; We do not currently operate a standard, published refund/service credit policy. If availability falls materially below the target, we will work with the buyer to investigate, provide incident reporting, and agree an appropriate remedy in line with the contract terms and the severity/impact of the outage.; ; Higher availability options: Where a buyer requires a higher availability target, we can provide enhanced resilience options (for example dedicated deployment and additional redundancy) by agreement and as set out in the Order Form/Call-Off Contract.
• Approach to resilience: Our service is designed for resilience using cloud hosting on a major provider. The platform uses redundant components and automated monitoring to reduce single points of failure. Data is stored on resilient cloud storage with regular backups and tested restoration procedures. Service health and performance are continuously monitored with alerting for failures and capacity thresholds. We apply controlled releases and can roll back changes if needed.; ; Datacentre resilience (including power, cooling, physical security, and redundant connectivity) is provided by our cloud hosting provider. High-level architecture and resilience details can be provided to buyers on request.
• Outage reporting: Outages are reported through our support/ticketing channel and direct customer communications. For service-impacting incidents, we notify buyer contacts by email, provide regular updates during the incident, and issue a post-incident summary for significant outages. We do not currently provide a public status dashboard; outage information can be shared with buyers on request. Where API-based monitoring is used, service health information can be provided through agreed integration methods.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted using role-based access control (RBAC) and least privilege. Only authorised administrator roles can access admin pages and perform privileged actions; standard users cannot access management functions. Administrative access requires strong authentication (and MFA where enabled) and is logged and monitored.; ; Support channels are restricted to verified buyer contacts and authenticated users raising tickets via our support portal/email. Support staff access is time-bound and approved where required, limited to the minimum necessary to resolve the issue, and all support actions are recorded in audit logs/tickets. Sensitive requests require additional verification and approval before execution.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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 operate an ISO/IEC 27001-certified Information Security Management System (ISMS) using a risk-based approach to protect the confidentiality, integrity and availability of information across the organisation. The policy applies to all employees, contractors and third parties who access Welford Systems information assets and services.; ; Reporting/governance: Board/Executive Leadership provides oversight and resourcing. The CEO provides top-level commitment, approves the Information Security Policy and major risk decisions. ISMS governance is managed through a Management Review Committee (department managers), chaired by the CEO and coordinated by the Cyber & Information Security Manager, who maintains the ISMS, leads risk management, oversees audits, policies and training, and reports to leadership. IT implements technical controls and managers enforce compliance.; ; Assurance: Users acknowledge policies; compliance is monitored through audits, logs, access reviews and awareness checks. Policies are reviewed at least annually, training is delivered through a planned programme, and continual improvement is driven by incidents, risk updates and management reviews.
• 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: We follow a documented change and configuration management process within our ISO/IEC 27001-certified ISMS. All changes are logged in a Change Register/ticketing tool, categorised (standard/normal/emergency), and include business justification, impacted services, risk summary, test plan, rollback plan, and schedule. Changes are tested in non-production where feasible and implemented by authorised personnel only, with post-implementation review and evidence retained. Security impact is assessed by the Cyber & Information Security Manager for confidentiality, integrity, availability, compliance, and business continuity; high-risk changes are escalated to the risk register and CAB/management approval.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We manage technical vulnerabilities through a documented process aligned to ISO/IEC 27001:2022 Annex A.8.8. We identify vulnerabilities via threat intelligence and advisories (NCSC, CISA, and vendor advisories such as GitLab/Ubuntu/Oracle) and through automated scanning (e.g., Azure Defender for Cloud), with scans run periodically and after major changes/deployments. We assess threats using CVSS scoring combined with business impact (asset classification, exposure, and existing controls). Patch deployment follows our change management process, with remediation targets of: Critical within 14 days, High within 30 days, Medium within 90 days, Low during routine maintenance.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We follow our ISO/IEC 27001-aligned Logging & Monitoring Policy and Procedure. We identify potential compromises through daily monitoring and alerting of critical systems (Azure, firewall, M365, GitLab, AVD, and Welford IAG logs), including failed logins, privilege escalation, configuration/permission changes, suspicious API activity, and network anomalies. High-risk events generate real-time alerts; reviews are recorded in our Log Review Register. On detection, we open an incident ticket, notify the Cyber & Information Security Manager immediately, isolate affected accounts/components where needed, preserve evidence, and track corrective actions in the CAPA register. Critical incidents are triaged within 1 hour (business hours).
• 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 follow a documented Incident Response Procedure within our ISO/IEC 27001 ISMS, with pre-defined processes for common events (e.g., data breach, malware, phishing, account compromise, system disruption, policy violations) and a standard lifecycle: identification, triage, containment, investigation, eradication, recovery, and post-incident review. Users report incidents via our support channels and dedicated security reporting mailbox and incidents may also be raised through automated detection/alerts. We provide incident updates during handling and a written incident report for medium/high-impact incidents, including timeline, impact, actions taken, root cause/lessons learned, and corrective actions, with escalation to management/DPO and regulatory notification where required.
• Post-quantum cryptography secure: No

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: Yes
• Free trial available: Yes
• Description of free trial: Free trial available on request, typically 30 days. Includes access to core SaaS features, standard workflows, dashboards and reports, and sample/test data. Excludes production use, guaranteed SLAs, bespoke development, and complex integrations unless agreed. Support is best-effort via email/ticketing during the trial.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Centre for Assessment Ltd
• ISO/IEC 27001 accreditation date: Thursday 15 January 2026
• What the ISO/IEC 27001 doesn’t cover: Customer-managed or customer-hosted instances of Welford IAG, client infrastructure/cloud environments not owned or operated by Welford, and consultancy services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

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

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

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures for making facilities used in the delivery of the contract available for community groups, education or training
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
  • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • 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
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

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

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

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

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

Service documents

• 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 shafee.abdul-raheem@welfordsystems.com. Tell them what format you need. It will help if you say what assistive technology you use.