Northgate Public Services UK Limited

NPS Cloud Mailroom

A complete mailroom service for both physical and electronic documents, both incoming and outgoing. Client Post is delivered to our centre where it is converted to a digital image and then transferred electronically to the relevant client environment. Service can include document storage and destruction.

Features

  • Complete in-coming and outbound mailroom service.
  • Physical and electronic documents.
  • Conversion to digital images.
  • Data transferred to client at convenient time.
  • Secure document storage.
  • Document destruction to standard BS15713 : 2009.
  • Secure data deletion.
  • Full Quality Assurance throughout the process.

Benefits

  • Reassurance of extensive expertise in confidential document handling.
  • High level of security for people, building, network and data.
  • 24/7 service ensuring documents are available when required.
  • Customisable service to meet client needs.
  • Service is scalable meeting peaks and troughs of postal volumes.
  • Process innovation through technology and workflow.
  • Full end to end data reconciliation.
  • Complete outbound mail print and postage service saving costs.

Pricing

£0.13 a unit

Service documents

Framework

G-Cloud 12

Service ID

3 1 1 5 9 4 5 5 8 6 3 4 7 2 4

Contact

Northgate Public Services UK Limited Northgate Public Services Frameworks Team
Telephone: 08452 700353
Email: frameworks@northgateps.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Any services requiring Mailroom.
Cloud deployment model
Private cloud
Service constraints
Any constraints that might be relevant to the client's requirements will be discussed and agreed with client at the time of purchase.
System requirements
Latest HTML5 compliant browser with appropriate memory depending upon usage.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target 1 hour within contracted support hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
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
NPS provides a support service with one level. This service is included in the standard charge for NPS Mailroom.
The details of the support service are:
Service available 24x7, except for planned and emergency maintenance. Support response is available 09:00-17:30 each Business Day. NPS Cloud Mailroom typically achieves 99.5% availability.
The NPS Mailroom Administrator can log calls 24x7 online. Upon receiving a Support Request, within 4 working hours during Normal Business Hours, the call will be prioritised:
P1 (Critical): service unavailable to Authorised Users.
P2 (Medium): important business function unavailable for Authorised Users.
P3 (Low): important business function affecting proportion of Authorised Users
P4: advice, or problems affecting 1 or 2 Authorised Users
Service Desk will contact the NPS Mailroom Administrator to resolve issues. Where not possible, issue will be escalated to technical team.
NPS will use reasonable commercial endeavours to provide identification and resolution, obviation and/or mitigation of operational bugs/errors reported by client in NPS Mailroom in accordance with the following estimated target timescales:
P1: 4 working hours.
P2: 12 working hours.
P3: 24 working hours.
P4: 72 working hours.
A Client Services Manager will manage the on-going relationship, cloud support engineers allocated as appropriate to resolve technical issues.
Support available to third parties
No

Onboarding and offboarding

Getting started
The process for on-boarding will be:
Client places order.
NPS acknowledges receipt of order.
Client completes NPS Registration Form and returns to NPS.
NPS, at the appropriate time, issues a welcome pack to the client’s NPS Administrator together with access to NPS and electronic training materials.
We will contact the NPS Administrator to plan specific on-boarding activities including local data requirements and training schedule.
We will agree at the initial kick off meeting, the system configuration requirements and what level of support clients feel they need. We can customise our approach. The standard assumption is that we will provide basic train the trainer training and that the customer will roll out further training as required. The basic training includes all aspects of system useage which is backed up with full documentation.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
If the client would like to extract the data, at least two months written notice prior to termination or expiry must be provided, specifying the extract requirements. NPS will carry out a Scoping Study in line with your specific requirements, based on the SFIA rate card. Following the Scoping Study we will provide a fixed price for the extraction of the data based on the SFIA rate card.
End-of-contract process
All data relating to the organisation, as well as any NPS Cloud Mailroom data, will (unless agreed otherwise with the client) be permanently deleted from the live NPS Cloud Mailroom system no less than 10 working days from termination or expiry and in accordance with the legal requirement for data destruction.
The data will already have been provided to the client as part of the overall digitisation process.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Differences driven by device and browser support.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Optional chargeable customisation available, which can be discussed with the client.

Scaling

Independence of resources
The service is volume-based. Each contract is assessed for its workload requirements 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
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to 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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
The client can manually export selected data. Alternatively, the client must provide a specification of the export requirements. NPS will carry out a Scoping Study in line with your specific requirements, based on the SFIA rate card. Following the Scoping Study NPS will provide a fixed price for the exporting of the require data based on the SFIA rate card.
Data export formats
  • CSV
  • Other
Other data export formats
XML where relevant.
Data import formats
  • CSV
  • Other
Other data import formats
XML where relevant.

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
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Private MPLS circuits or equivalent.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
We will work with the client to agree timescales required. Typically this will be scanned and transferred with 24 hours of receipt - based upon Monday to Friday. Documents received after 2pm each day will count towards the following day.
Approach to resilience
There are two areas of service: facilities and staffing.
Facilities
Facilities comprise the processing centre and the supporting data centre.
The processing centre is resilient in that we operate a shift system using multiple scanners across the shifts. This is supported by a flexible workforce who can be called upon as required to handle peaks in demand.
The data centre housing the systems used by the processing centre is classified as Tier III+ facilities. It has separate mains power feeds from different supply lines, distributed through independent, duplicated distribution paths to each cabinet. It is designed to be fully resilient with redundant N+1 power and cooling. Services utilise highly redundant and resilient equipment, and virtual technology enables services to move to alternate hosts in the event of a host failure. Resilience is further boosted through resilient and multi-layered network infrastructure based on paired Cisco switch infrastructure. There is stringent security protection certified to ISO 27001:2013 standard.
Staffing
Each contract is assessed for its workload requirements and capacity is built into the processing team. Services are delivered by shared teams that are able to service multiple contracts and so provide resilience and cover peaks in demand.
Outage reporting
Outages will be treated as a Major Incident (MI) and managed by the ISO20000-certified process. A named user will receive an email and SMS message notifying them of the status of the MI 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
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Separate networks are used for users, and for support and management purposes. These are logically separated using vlans and firewalls. All management and support staff have access via the management network and end users are excluded.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
28/03/2018; valid until June 2021. Certificate IS 598449.
What the ISO/IEC 27001 doesn’t cover
The NPS Information Security Management System (ISMS) is registered to ISO 27001:2013 and therefore audited by BSI at least annually. All NPS staff are required to comply with the ISMS.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO9001:2015
ISO22301: 2012 (ISO22301:2019 from July 2021)
ISO20000:2018
ISO27001:2013
BS10008:2014
Information security policies and processes
All of our services and processes are carried out in compliance with our ISO27001:2013 certified Information Security Management System (ISMS). The ISMS is supported by a comprehensive set of standards and policies. All staff undertake mandatory annual security and data protection awareness training to ensure they are familiar at all times of the importance of operating in a secure manner and of the policies in place.
The NPS Senior Information Risk Owner (SIRO) operates at board level and has overall responsibility and accountability for all aspect of security governance. The SIRO is supported by an Information Security Steering Group (ISSG) which is headed by the Security Director and has representatives from all areas within the organisation. The ISSG is responsible for agreeing policies with the SIRO and ensuring they are implemented across the business.
An operational Security Working Group (SWG) is responsible for managing any incidents that may occur and in an advisory capacity to provide advice and guidance to the organisation.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
We have an ISO20000@ 2018 certified service management system. The components of the service are created as Configuration Items and added to our Configuration Management Database when the Change Request has been completed. As part of the Change Management Process, when future Changes affect the components our CMDB is updated accordingly throughout the lifetime, up to and including decommissioning and disposal.
We hold a weekly Technical Change Advisory Board, which is attended by at least one member of the Security Team, who will assess any security implications.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have Symantec Endpoint Protection anti-virus software installed that assesses potential threats to our services. We deploy patches to our services in a timely manner. Critical security patches are applied as soon as possible, and all other patching is done on a quarterly cycle. Our Security Team has signed up to various security alert subscriptions, who alert us to potential threats that may affect our services.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use the protective monitoring tool LogRhythm to identify potential compromises. We have a team of Security Administrators that regularly review the audit logs and take relevant action.
When a potential compromise has been identified, it is reviewed by the Security Team and an investigation is carried out. This may result in a Major Incident or a Service Change being raised, and these are managed in accordance with the relevant process.
Speed of incident response is dependent on the severity, any critical incidents are prioritised and an emergency remedial plan will be put in place.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Incident Management is part of our ISO20000:2018 certified Service Management system.
All incidents are handled within the same process. Users report incidents through the Service Desk, and a Security Incident document is then raised. This is reviewed by the Security Team and is managed in accordance with the Incident Management Process.
At regular times Incident Reports are provided to the user, and once the Incident is closed a full report is produced which is used to identify any lessons learnt.

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)
  • NHS Network (N3)

Pricing

Price
£0.13 a unit
Discount for educational organisations
No
Free trial available
No

Service documents