Accreditations

We have a quality framework in place and the national/international quality standards and accreditations we have achieved are shown below. These standards and accreditations provide a proven business improvement framework that can significantly improve financial performance, profitability, productivity and increase employee involvement and focus.

• Contact Centre Association (CCA) Global Standard V5

  

  Accredited in September 2010, this formal accreditation provides key principles for good practice and continuous improvement and offers an opportunity to benchmark both operational and customer performance.

• Customer First Award

  

  Achieving this award in November 2008, this national standard is awarded for excellent customer service, independently assessing the partnership against 32 criteria statements spilt across three core elements of: Customer Relationships, Market Awareness and Developing People.

• ISO 9001 Quality Management

  

  The internationally recognised standard for the quality management of businesses was first awarded to Liverpool Direct Limited in August 2007. It applies to the processes that create and control the products and services an organisation supplies and prescribes systematic control of activities to ensure that the needs and expectations of customers are met.

• ISO 14001 Environmental Standard

  

  Accredited in November 2007, the international recognised environmental standard to assess an organisation's environmental management system and procedures; ensures that the business is achieving its environmental targets and is compliant with environmental laws and regulations.

• ISO 20000 ICT Management System - Accredited Jan 2008

  

  A rigorous and detailed inspection of all ICT Service Management policies and processes throughout every aspect of the ICT business operation took place in January 2008, when Liverpool Direct Limited were successfully a accredited with this standard and has sustained the accreditation ever since. ISO 20000 helps Liverpool Direct Limited identify and manage the key processes involved with delivering effective IT Services which meet the needs of the business and the customer.

• ISO 27001 ICT Information Security Systems

  

  Liverpool Direct Limited has an established Information Security Management System and was accredited with ISO 27001 in 2008, sustaining compliance ever since. This standard assures the validity, integrity and security of information. It allows Liverpool Direct Limited to mitigate against service risks by using a risk assessment based approach.

• BS25999 Business Continuity

  

  The British Standard specifies requirements for "setting up and managing an effective business continuity management system (BCMS) to define the business continuity management programme". Liverpool Direct Limited is fully committed to delivering a business continuity planning framework and was accredited with BS25999 in 2010.

• ISO 15489 Records Management

  
  

  Accredited with this standard in 2011 demonstrates an approach to file management that's recognised internationally as being at the forefront of best practice.

• Investors in People Standard

  

  First accredited in January 2007, the Investors in People (IiP) Standard is a national quality standard which sets a level of good practice for improving an organisation's performance through its people. Liverpool Direct Limited has built on the IiP framework and is fully accredited against all four strands: Leadership and Management, Investors in Excellence, Recruitment and Selection, Work Life Balance

• Committed to Equalities (C2E) Gold Standard

  

  The national standard awarded to companies who are committed to diversity and equalities evidenced by work life balance, staff training, career progression and HR policies. Liverpool Direct Limited has equalities embedded across all service areas and has been accredited with C2E Gold Standard since 2007.

• Investors in Excellence

  

  'Investors in Excellence' is a marquee of excellence which recognises an organisation's performance against the business excellence model. Liverpool Direct Limited was awarded Investors in Excellence in 2007 and in 2010 for a further two years.

• Her Majesty's Government Infosec Standard Number 2 (IS2) and the Manual for Protective Security (MPS)

  

  Liverpool Direct Limited's has achieved security accreditation for its SIA Service. The approach to security is documented in the Risk Management Accreditation Document Set (RMADS). The RMADS details the business impacts, threats, risks and countermeasures associated with managing the SIA service and systems. The RMADS is compliant with the most exacting HMG security standards, including HMG Infosec Standard Number 2 (IS2) and the Manual for Protective Security (MPS). Achieving this standard demonstrates the strength of the internal security regime and how the risks associated with every component of the SIA service are effectively managed.