Pitney Bowes Software Europe Ltd

Pitney Bowes Office Mail

Office Mail from Pitney Bowes is an enterprise level hybrid mail software solution that enables management for customer ad hoc letters which can be routed through both physical print and digital delivery channels.


  • Routing management to allow regional group where needed.
  • Support of electronic attachments using PDF format.
  • Support of traditional letter physical inserts e.g. BRE.
  • Hybrid mail routing management to allow regional grouping
  • Windows print driver with AES256 encryption.
  • Intelligent bundle management enables grouping of same stream types
  • Definable delivery channels across print and digital communication types
  • User tracking of submissions, including authorisation and QA auditing
  • Organisationally structured for business usage reporting


  • Enables auditable tracking for all submitted correspondence letters.
  • Streamlines non core office activities.
  • Compliance management for document quality and accuracy.
  • Calculative ROI for solution cost.
  • Cost savings against TCO of office printing and fulfilment
  • Positive environmental impact by removing need for locally used toner


£7832 to £18378 per unit

  • Free trial available

Service documents

G-Cloud 10


Pitney Bowes Software Europe Ltd

UK Sales Department

0800 840 0001


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Planned maintenance is 6am-10am each Sunday.
System requirements None required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target response is dependent on severity level:

Critical=within 30mins
High=within 4 hours
Medium=within 2 calendar days
Low=within 4 calendar days

Refer to the Software Support & Maintenance Handbook for full details.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Maintenance is included in all PBS software agreements and entitles you to the services, based on four maintenance levels, outlined in the Maintenance Service Matrix in the Software Support & Maintenance Handbook.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started On site training and user documentation is provided by Pitney Bowes.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All user data is stored within dedicated MS SQL database tables. All user data can be extracted either via export queries or from entire database table copy before cleardown.
End-of-contract process Data extraction at the end of the contract is an additional cost to the customer and priced at the time of request.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Chrome
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Detail to be confirmed
Accessibility testing HMRC has completed accessibility tests for OfficeMail directly.
What users can and can't do using the API Technical detail for all of the following is available via product support documentation - Job Submission API EN-US.pdf.

There are three API web services that can be used, which are the same backend services that the OfficeMail Print Driver uses.

User Service:
The user web service provides access to user settings and features such as Print Centre information, Print Driver Version, as well as user details.

Job Service:
The Job Web service contains operations related to job submission and retrieval of submission attributes.

This allows the submission of PDF files to the OfficeMail system for processing. Te method requires a base64 string representation of the PDF file being submitted with the input parameters as well as a Job Ticket data structure that is populated with the correct values.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Web sites:
Customisation can be applied for the web site presentation via CSS code to alter or customise how HTML elements are to be displayed on screen.

Through admin user configuration, specific attribute names and settings can be customised as part of the commercial off-the-shelf (COTS) functionality.

Print Driver branding is limited to Pitney Bowes customisation only.


Independence of resources PB have in place its own internal procedures to ensure users are not affected by demand by other users. Using industry standard tools, PB are able to closely monitor activity across all of its services and load balance where appropriate.


Service usage metrics Yes
Metrics types Percentage availability
Scheduled Maintenance
Reporting types Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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 3.0)
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 another standard
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach In the context of MI Reporting. Users are able to export query style report data in CSV file format.

In the context of admin user configuration settings. Configuration settings can be exported to CSV file format.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats PDF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability SLA is based on System Availability of 99.5%. For full details on the SLA see the Service Definition.
Approach to resilience 2 Geo redundant data centers with automated fail over in the event of disaster and Oracle data guarding to replicate data between the data centers.
Outage reporting Email alerts are used within and as part of the managed service operation.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels All access to OfficeMail is controlled in three ways. HMRC Corporate Directory governs the provision of users and organisation detail that is created for OfficeMail access. Authentication is control via HMRC Active Directory and finally, application role management is controlled via HMRC SRS.
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 16/11/2915
What the ISO/IEC 27001 doesn’t cover This is accreditation for the data center services provided by Telstra.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Pitney Bowes corporate policies and control framework are aligned with the ISO 27001 Information Security Program Management Standards. This includes pragmatic policies, procedures, standards and guidelines to support the information security requirements, with a focus on the most critical assets. This enables us to maximize efficiency and effectiveness by leveraging a common set of controls and policies to comply with many regulations.
Pitney Bowes information security policy framework includes documented policies, procedures, standards and guidelines to support our relevant information security requirements.
There are 2 separate teams one for privacy and one for Information Security

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The servers are monitored through SSCM and all assets are maintained through a central inventory. The servers are scanned and patched for vulnerabilities periodically.
A committee reviews the changes to the server and the configuration. The committee decides based on the test results and the risk involved. The changes are not performed without prior approval from the committee and the stakeholders. The normal change requests go through complete phase of stakeholder approvals, testing and UAT.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Scan is run on servers, once every month using Vulnerability Assessment tool The vulnerabilities are identified, remediation for the identified vulnerabilities are completed within 30 days All stakeholders are informed and the same change management process applies to the remediation process. There are various ways including the VA update and emails where we get inputs on potential threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach At the desktop Level, AVs are installed and updated which does real time monitoring on potential threats. At the network level, the traffic are regulated through firewall. We also have IDS which analysis traffic and whenever a potential attack is identified an automatic ticket is raised under security incident queue and get resolved based on the severity. The responses are provided based on the severity level.
Incident management type Supplier-defined controls
Incident management approach Multiple IDS devices are situated in the perimeter of the network which continuously monitor the inbound and outbound traffic. A 24x7 team monitors these incidents and provide real time solution. Timely escalations make sure all incidents are worked on priority and necessary patching or fixes are done following the change management process.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £7832 to £18378 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial Details provided upon request


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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