CFH Docmail Ltd

Docmail

Docmail is a cloud-based hybrid-mail-management system which allows users to arrange mailings of any size from any device with an internet connection. Docmail offers desktop print driver and web portal access. Data is transmitted via secure HTTPS connection for remote print and post fulfilment at our highly secure production facilities.

Features

  • Remote access 24/7
  • Instant access to real-time reporting
  • Flexible postage options - DSA, standard, 1st class
  • Highly secure data transfer - HTTPS
  • Free-of-charge UK-based customer service helpdesk
  • Department/cost centre/budgetary control
  • Flexible - no minimum/maximum quantity obligations
  • ISO 27001/9001/14001/Cyber Essentials certified
  • Remote fulfilment - no printing or hand enclosing of letters
  • Flexible communication options - letter / e-delivery / SMS

Benefits

  • Significant cost savings on traditional print and post methods
  • Reduces administrative burden - letters remotely printed and posted
  • Flexible communication options - letter / e-delivery / SMS
  • Arrange mailings of any size with a few button clicks
  • Access Docmail 24/7 from any device with an internet connection
  • Achieve maximum postage discounts - DSA provider
  • UK-based helpdesk support
  • Access via web portal or desktop print driver
  • API interface available to automate delivery of documents
  • Postcard delivery app for mobiles

Pricing

£0.42 per unit

Service documents

G-Cloud 10

890550499233526

CFH Docmail Ltd

Jon Marsh

01761416311

tenders@cfh.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Through API use, Docmail can link to any business process that involves printing and posting. Alternatively, it can be used as a stand-alone service via the desktop print driver or website.
Cloud deployment model Private cloud
Service constraints Docmail is available 24/7 365 days of the year. System down-time/maintenance is occasional and always pre-planned, only taking place out-of-hours (usually between midnight and 2am). Users are always pre-notified of any such down-time.
System requirements
  • Compatible with Windows 7-10, Android and iOS
  • Compatible with most file types including Word, .xls, .csv, PDF
  • Compatible with desktop virtualisation
  • Internet access or N3/HSCN connection required
  • Website supported by latest versions of web browsers
  • Print driver requires .NET framework 3.5

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Questions are responded to by our UK based customer service team.
The team are available from 8.30am to 5.30pm Monday to Friday.
Response times are typically 1 hour.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels We provide a field-based account manager to visit site and deliver training and support.

Our UK-based Docmail customer service team are available 8.30am─5.30pm, Monday to Friday, and offer phone and email support. They also offer a remote log-in facility to help users set up orders.

Our IT helpdesk is available 24 hours a day, thus providing out-of-hours support. The IT department is manned between the hours of 6.30 am and 9.30 pm, with call-out support outside these hours to maintain our infrastructure and ensure the uptime of our web service.

We provide Docmail user guides in hard-copy and electronic format for continuous reference. Guides can be amended to include bespoke branding and corporate guidelines.

We also provide a full resource hub of help facilities which include:
• A ‘Getting Started’ guide
• A complete walkthrough guide
• Downloadable ‘How To’ user videos
• FAQs (Frequently asked Questions)
• A ‘Help and Contact’ information guide

All support outlined above is provided free of charge.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide full on-site training in the form of a field-based account manager who will attend site. Training can take the form of one-to-one sessions, group sessions, and also ‘train the trainer’ sessions, whereby key personnel are trained up to a level where they can teach and assist other staff members. As Docmail is extremely intuitive and user-friendly training should take no longer than 1 hour per user.

We also provide a remote customer service helpdesk which is available 8.30 to 5.30pm, Monday to Friday. Our friendly team can provide assistance with setting up orders and also provide a remote log-in facility.

In addition we provide a full resource hub of help facilities which include:
• A ‘Getting Started’ guide
• A complete walkthrough guide for our web service and print driver
• Downloadable ‘How To’ user videos
• FAQs (Frequently asked Questions)
• A ‘Help and Contact’ information guide

All training and support is provided completely free of charge.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Hard copy
  • Electronic
  • Video
End-of-contract data extraction The Docmail system does not store data beyond a 21-day period. Users upload data from their own systems and keep complete control of their templates at all times.

Users can choose to delete their account at any time, at which point the deletion process will commence. Docmail is not used as a storage facility for data, however generic templates can be stored within the library and downloaded or deleted by the user as required.
End-of-contract process Exiting from our standard Docmail service incurs no charges or fees. Any special requests with regards to the exiting process would be dealt with on a client-by-client basis.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Using the mobile app users can design and print postcards.

The desktop service is deployed as a print driver or is accessible using a web browser.

When using the print driver, documents are managed via the user's own in-house systems and transmitted to CFH for printing.

When using the website, documents and mailing lists are uploaded for document merging and printing.

Docmail also has the capability to send digital documents via e-delivery to secure personalised inboxes.
Accessibility standards None or don’t know
Description of accessibility Docmail e-delivery is a secure online document sharing and delivery portal designed to meet the Accessible Information Standard (AIS). Docmail e-delivery is available via a website and app and allows organisations to safely send documents and information to their end recipients and also to establish whether the document has been delivered, opened, and downloaded. Once your end users have registered for a Docmail e-delivery account they will have an option to enable “accessibility” via their PC or smart phone. All documents that they receive through Docmail e-delivery will then be read out to them.
Accessibility testing To support the Accessible Information Standards our Hybrid Mail solution has a number of features that will facilitate accessible information being provided to clients. These include:
• Large print letters – templates for these can be incorporated in the original specification, or added later as necessary.
• Secure e-delivery – by sending letters electronically to patients they are able to access information via their own computer that will have the necessary features to enable them to read it clearly. Customers can also enable ‘accessibility’ on their devise and the document will be read to them
• Braille – we have a long standing partnership with the Scottish Braille Press with whom we have worked for many year
• CD – CFH is able to produce a CD or audio file of a document for patients who are unable to read information in a written format.
API Yes
What users can and can't do using the API The API provides the same Docmail functionality that is available through the web portal.
The API document can be found at https://www.cfhdocmail.com/API/index.html
Docmail's secure API (Application Programming Interface) allows you to send A4 letters, Postcards, Greeting Cards and Business Cards from a click of a button within clients own computer systems.
Docmail creates a Hybrid of electronic and physical mail by transmitting an electronic document and mailing list to us, where we print and mail it as real post. The Docmail API allows you to add a Hybrid Mail service right into your own systems and workflows.
The API is a SOAP-based web-service allowing the creation, proofing and confirmation of orders for mailings, single letters, postcards and greeting cards. Documents (PDF, RTF or Word files) are submitted as files or selected by name from your account. Address lists may be selected by name, submitted as a file (CSV, XLS, XLSX, Tab delimited, fixed length fields etc.) or added as individual addresses using the AddAddress call.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Many features of the Docmail service can be customised. We have provided some examples below (this list is not exhaustive):

Mailing preferences
Corporate hierarchy
Account access for users
Profiles for the print driver

How users can customise:
Customisation is controlled through the Docmail Admin portal.

Who can customise:
Permission is granted at user level.

Scaling

Scaling
Independence of resources We constantly review and manage our overall capacity to ensure that we can cope with growing transactional volumes. We invest in new equipment as soon as we reach 80% utilisation in peak periods. We have recently invested in continuous colour digital printing equipment which significantly adds to our already substantial capacity

CFH has three UK-based sites. Each site runs independently; however, in the event that one site was unavailable the spare capacity at the two remaining sites is sufficient to manage production volumes on a short-term basis, bringing significant business continuity benefits.

Analytics

Analytics
Service usage metrics Yes
Metrics types The Docmail web portal provides authorised users with 24/7 access to a comprehensive MI suite. Reports are self-served as and when needed, as this real-time system allows data to be viewed at all times. Data can also be downloaded in .xls format and scheduled delivery times can be set up for authorised email addresses to receive the reports of their choosing. Data can be filtered on a vast selection of criteria to suit requirements. Some report examples include:

• Number of processed documents – letters and attachments/inserts
• Number of first and second class delivered items
• Quality review findings
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
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 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 No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Users can download their templates from the mailing library at any time. Proofs are available for download as a PDF prior to despatch.

Real-time reporting information is downloadable in .csv format and is accessible to authorised users on a self-service basis 24/7.

Entire mailings can be downloaded as a .zip file and stored by the client for upload at a later date (for repeat mailings).
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Word templates
Data import formats
  • CSV
  • Other
Other data import formats
  • Printed document via print driver
  • Word
  • PDF
  • RTF
  • TXT
  • XLS

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Docmail sends all data over HTTPS connection which is encrypted by Transport Layer Security (TLS). HTTPS verifies the authenticity of the Docmail website and protects the privacy and integrity of all data that users send to us.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network CFH is ISO 27001 and DPA accredited.

Data is logically separated on our servers from other users of the service. All data remains located in the UK on company-owned hardware. Customer data is never held on local drives or desktops. Confidential and sensitive data is encrypted as part of the automated backup function. Processing of files is automated and not visible to production personnel.

Docmail sits behind a double-skinned firewall. A DMZ provides a buffer to internal firewalls (anti-virus/anti-malware / Data Loss prevention / Intrusion Prevention) and the internal CFH network. We undergo regular internal and external penetration testing.

Availability and resilience

Availability and resilience
Guaranteed availability Docmail is available 24/7 365 days of the year. System down-time/maintenance is occasional and always pre-planned, only taking place out-of-hours (usually between midnight and 2am). Users are always pre-notified of any such down-time.
Approach to resilience Our service is designed to minimise single points of failure using clustering and micro services.

Software is penetration tested and all releases are SAT and UAT tested prior to release.

We operate from 3 UK-based sites (Slough, Radstock and Livingston). Our multi-site structure provides robust business continuity benefits to our clients. All 3 sites operate independently but spare capacity, mirrored functionality and full redundancy between sites ensures that printing will continue in the event of temporary operational downtime at any one site.

All of our sites have been designed and operate specifically for the purpose of high volume printing. We produced 550 million documents and mailed over 70 million envelopes in 2017. Our extensive print and enclosing capabilities enable us to seamlessly incorporate new commitments into our existing workload and allow us ample headroom to manage unexpected or short turnaround requirements.
We monitor utilisation and spare capacity and invest in new equipment as soon as we reach 80% utilisation in peak periods. In advance of equipment reaching end of lease, we will engage with equipment vendors to ensure a programme of continual upgrade in quality, efficiency and capability.
Outage reporting Email notifications are sent prior to any scheduled downtime.

Website, API and print driver provide notifications of service outage.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management interfaces (for example, for reporting/invoicing) with pre-defined user access controls can be set up for clients at implementation. These are password protected so that only authorised users can gain access.

The Docmail support interface is only available internally at CFH Docmail Ltd. Helpdesk staff have individual user name and password protected logon access. Staff can only access the admin site from computers within our premises. They are not able to remotely log on from other locations, such as home.
Access restriction testing frequency At least once a year
Management access authentication 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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI Group
ISO/IEC 27001 accreditation date 16/12/2017
What the ISO/IEC 27001 doesn’t cover We are pleased to confirm that there are no exclusions to our 27001:2013 certification. Our certification includes all elements of the standard.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 Cyber Essentials
Information security policies and processes CFH is accredited to ISO 27001 Information Security Management System. Our procedures and policies are written and followed within the guidelines of this standard. We are currently working towards Cyber Essentials accreditation.

CFH’s external certification/accreditation/licensing body is BSI. They carry out audits of our certifications twice per year. We also have a team of 10 BSI approved internal auditors who ensure that ISO standards are being maintained throughout the business. Our internal auditors conduct audits twice per year.

We have an internal Information Security policy and several Information Security Standard Operating Procedures (SOPs).

These standards provide a framework for managing information security to ensure that:
 Information is protected against unauthorised access/use
 Confidentiality of information is assured
 Integrity of information is maintained
 Regulatory and legislative requirements are met
 Breaches of Information Security are reported and investigated
 Standards are produced to support company policy
 Business requirements for the availability of information and information systems are met.

Managers are directly responsible for implementing the policy within their business areas, and for ensuring staff compliance.

Each employee is responsible for complying with the Information Security Policy which is accessible on the internal shared drive.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The components of our service are tracked through Accord (MIS) change management and our formal project management process. The software development life-cycle includes privacy by design (every time we change something we consider the privacy of people's data) at every stage of the process / business decision.

We segregate duties so that different people are responsible for different parts of a change. This ensures that several check points are incorporated into the change process and that adequate oversight is provided.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We perform monthly vulnerability checks against our services using leading industry best-practice tools. In addition we use SIEM monitoring to highlight potential issues.

We assess threats according to their severity: critical, significant, minor, negligible and this dictates our response. For example, for critical threats a remediation plan must be available within 24 hours.

Threat information can come from a variety of sources. For example, vulnerability scanning, penetration testing, anti virus software, email alert and phone alert.
Protective monitoring type Supplier-defined controls
Protective monitoring approach All audits are recorded in our SIEM solution. SIEM highlights potential compromises/issues.

Our response to potential compromises is governed by our internal Standard Operating Procedures - IT028 Cyber Security Event Management and IT034 Network Vulnerability Management

The response time frame depends on severity:
Emergency - immediately
Critical - a remediation plan must be available within 24 hours
High - a remediation plan must be available within 72 hours
Medium - a remediation plan must be available within 1 week
Low - no immediate remediation plan is necessary but these vulnerabilities should be monitored at the next reporting date
Incident management type Supplier-defined controls
Incident management approach We have a pre-defined process for common events which is covered by our internal policies and SOPs - Information Technology Security Policy, IT028 Cyber Security Event Management, IT034 Network Vulnerability Management.

SOP IT028 Cyber Event Management has a Cyber Security Incident report form appended to it which users can use to report on and give details of incidents. The form includes an action log so that remedial activity can be recorded.

The incident report form is available to all staff on a shared internal drive. Incident reports are provided back to customers on a customer-by-customer basis.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.42 per unit
Discount for educational organisations Yes
Free trial available Yes
Description of free trial All users get free credit to try our system. This can range from £1 to £100 depending on the test or pilot scheme required.
There is no time limit to use the test credit.
Link to free trial https://www.cfhdocmail.com/live/signupnew.aspx?VM=Everyone

Documents

Documents
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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