ROUTE 101 LIMITED

Amazon Connect Cloud Contact Centre, Powered by AWS

Route 101 delivers a cloud contact centre using Amazon Connect on AWS. Supports voice, digital channels, PCI compliant payments, IVR, analytics, workforce management and conversational AI. Integrates with Civica, NEC, Capita, Northgate, Microsoft Dynamics, Salesforce, ServiceNow and others, with UK data residency, high availability and disaster recovery.

Features

• Amazon Connect cloud contact centre CCaaS platform
• Built on secure Amazon Web Services AWS infrastructure
• Amazon Connect omnichannel voice, chat, tasks and digital engagement
• Amazon Lex conversational AI and natural language understanding
• Amazon Connect Interactive Voice Response IVR and self-service call flows
• Amazon Connect Intelligent skills-based routing and priority call handling
• Amazon Connect Workforce management WFM forecasting scheduling and adherence
• Amazon Connect Quality management QM call recording and monitoring
• Integrations with Civica, NEC, Capita and Northgate systems
• Integrations with Microsoft Dynamics, Salesforce and ServiceNow

Benefits

• Enterprise-grade AWS cloud security compliance and resilience
• UK data residency using AWS UK regions
• Rapid deployment of scalable Amazon Connect contact centres
• Elastic cloud platform scales automatically with citizen demand
• Improves citizen experience using AI-driven self-service
• Enables secure remote and hybrid contact centre working
• Seamless integration with existing public sector business systems
• Pay-as-you-use pricing reduces capital and operational costs
• High availability architecture with built-in disaster recovery
• Future-ready contact centre supporting public sector digital transformation

• 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 bidteam@route101.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

981089508444610

Contact

Route 101 Bid Team
03330 110 400
bidteam@route101.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Amazon Connect is provided as a hosted cloud solution only and is not available for implementation in an on-premise environment. As such, Amazon Connect requires a high speed internet connection to allow access to the solution and its use requires certain minimum specifications of the computer and browser (see "System Requirements").
• System requirements:
  • High speed Internet connection
  • Computer must meet minimum specifications for OS (Windows/Mac OSX)
  • Browser must be a stable release

User support

• Email or online ticketing support: Yes
• Support response times: Between 24 x 7 and standard office hours, dependent on options selected and severity of issue.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide our own in-house implementation and support services from our teams of accredited engineers. We also have access to additional support from our vendor partners if required. Our support services range from 24 x 7 x 365 to a typical work week of 8.30 to 5.30, Monday to Friday, excluding Bank Holidays. We continue to proactively support our customers throughout the duration of the contract, helping them to optimise their software and their usage of it, in order to achieve their business goals. We can provide either monthly or quarterly update and review sessions to help keep the service in good shape, to advise of any new releases and to review the service received. These sessions will typically be attended by account, service, technical or consultative personnel, depending on the focus of the particular session.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Route 101 has our own in-house expertise on the products we provide. We advocate a collaborative implementation process, meaning we implement together and train as we go, imparting practical knowledge throughout your business. This enhances your own ongoing self-sufficiency and reduces the dependency on a partner for additional costly training. We will also design a bespoke training package to cover all the elements of the solution we provide. This package can either be delivered face to face in a classroom setting by our own trainers, or via webinar sessions. Classroom sessions are great for smaller groups such as a handful of designated train-the trainers. Webinar sessions are better for a wider spread of learners or those based in different locations. There are also additional training resources which are made available to all our customers on partner websites, such as demo sessions, self-service resources, webinar sessions, product manuals, and more.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: On contract expiry, customers can either extract their data themselves using REST APIs and CSV / XML functionality, or request assistance from Route 101 for an additional professional services charge, depending on quantity of data. In some cases, there will be a time limit by which the extraction needs to be completed before data will be erased, and this will be detailed in the contract.
• End-of-contract process: On termination or expiration of the contract, customer data will continue to be available to your account administrators, either for a set time period, e.g. an additional 30 days after contract expiration, or for a user-defined time period. During this time, your data will be available to be exported by your admin team. If customers require assistance with data export, a charge may apply based on Route 101's published professional services rates.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Users can interface with this service through the AWS Console or via a dedicated GUI
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: We have worked with third parties on previous projects to offer this service and can facilitate this in future.
• API: Yes
• What users can and can't do using the API: All functionality is exposed via an API.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configure call routing options and rules, third party integrations, custom logic using AWS Lambda.

Scaling

• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them.; AWS continuously monitors service usage to project infrastructure needs to support availability commitments / requirements. AWS maintains a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently. In addition, the AWS capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics such as the number of calls taken per month, average time on hold, the number of calls in the queue at one time, and more. Amazon Connect provides customisable real-time and historical metrics.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Connect

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).; ; AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).; ; Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Amazon Connect contact flow import / export enables import contact flows into, and export contact flows from, customer Amazon Connect instances.
• Data export formats: Other
• Other data export formats: UTF-8 encoded JSON document
• Data import formats: Other
• Other data import formats: UTF-8 encoded JSON document

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. AWS gives customers ownership and control over their content by design through simple, but powerful tools that allow customers to determine how their content will be secured in transit.; AWS enables customers to open a secure, encrypted channel to AWS services using TLS/SSL, and/or IPsec or TLS VPN (if applicable), or other means of protection the customer wishes to use.; API calls can be encrypted with TLS/SSL to maintain confidentiality; the AWS Console connection is encrypted with TLS.

Availability and resilience

• Guaranteed availability: AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below:; https://aws.amazon.com/legal/service-level-agreements/
• Approach to resilience: The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.; ; AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.; ; Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
• Outage reporting: Outages are reported to our customers by Route 101 in a proactive manner, and then managed by us, in conjunction with AWS, until resolution, with continued communication from us throughout. Additionally, AWS provide public dashboard, personalised dashboard with API and events, configurable alerting (email / SMS / messaging), etc.

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
  • Other
• Other user authentication: AWS’s Identity and Access Management (IAM) system allows you to control access to AWS services/resources. No actions are permissible without authentication. IAM facilitates the issuance of access permissions per user/group. MFA is available at no extra cost. AWS CloudTrail allows you to log, continuously monitor and retain events related to API calls across your AWS infrastructure.; ; AWS CloudTrail allows you to log, continuously monitor and retain events related to API calls across your AWS infrastructure.
• Access restrictions in management interfaces and support channels: AWS IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via Multi Factor Authentication devices. API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access Key of a user created with IAM). API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: AWS controls access to systems through authentication that requires a unique user ID and password. AWS systems don't allow actions to be performed without identification or authentication. Remote access requires multi-factor authentication. All remote administrative access attempts are logged and reviewed by the Security team for unauthorised attempts or suspicious activity. Incident response procedure is triggered in case of suspicious activity. AWS employs the concept of least privilege, allowing only the necessary access for users to accomplish their job. User access to AWS systems requires documented approval from authorised personnel.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27017, ISO27018, Cyber Essentials Plus, CSA CCM version 4.0, SOC1/2/3
• Information security policies and processes: AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.; ; Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarising employees with the AWS security policies.; ; AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.; ; Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation.; ; Teams set bespoke change management standards per service, underpinned by standard AWS guidelines.; ; All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.; ; Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved third party vendors conduct external assessments (minimum quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known / newly identified vulnerabilities.; ; AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.; ; AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AWS deploys pan-environmental monitoring devices to collect information on unauthorised intrusion attempts, usage abuse, and network / application bandwidth usage. Devices monitor:; • Port scanning attacks; • Usage; • Application metrics; • Unauthorised connection attempts; Near real-time alerts flag potential compromise incidents, based on AWS Service / Security Team- set thresholds.; Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use. Log events are visible to the customer after turning on AWS CloudTrail in their account.
• Incident management type: Supplier-defined controls
• Incident management approach: AWS adopts a three-phased approach to manage incidents:; ; 1. Activation and Notification Phase; 2. Recovery Phase; 3. Reconstitution Phase; ; To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.; ; The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.
• 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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 90 minutes per month usage; A direct inward dial (DID) number from the country in which the AWS region is located; 30 minutes per month of inbound DID calls; 30 minutes per month of outbound calls made to numbers in the country in which the AWS region is located
• Link to free trial: https://aws.amazon.com/free/

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Wednesday 18 December 2024
• What the ISO/IEC 27001 doesn’t cover: The services in scope are: The provision of tailored business communications, contact centre solutions and professional services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Thursday 8 January 2026
• What the ISO 9001 doesn’t cover: The services in scope are: The provision of tailored business communications, contact centre solutions and professional services.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Thursday 27 March 2025
• What the PCI DSS doesn’t cover: Route 101 is a PCI DSS Validated Level 2 Third Party Service Provider (TPSP). This means Route 101 does not store, process, or transmit cardholder data within our own environment and we work with validated Level 1 PCI DSS compliant service providers. Route 101 maintains an Attestation of Compliance (AoC), which is externally supported and signed by the COO.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5f7473ca-c979-4874-b2fe-09812856020c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A8902aed-a2db-4450-84d7-7f918aab5da6
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301
  • ISO 42001

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

    • 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
    • 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

  • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 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
    • 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

  • 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)
    • 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
    • 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

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

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

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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 bidteam@route101.com. Tell them what format you need. It will help if you say what assistive technology you use.