Breach of security

6.1 Either party shall notify the other immediately upon becoming aware of any breach of security including, but not limited to an actual, potential or attempted breach, or threat to, the Security Plan.

6.2 Upon becoming aware of any such breach of security as described in paragraph 5.1, the Supplier shall:

(a) immediately take all reasonable steps necessary to:

(i) remedy such breach or protect the Services against any such potential or attempted breach or threat; and

(ii) prevent an equivalent breach in the future,

such steps shall include any action or changes reasonably required by the Authority.

In the event that such action is taken in response to a breach that is determined by the Authority acting reasonably not to be covered by the obligations of the Supplier under this Framework Agreement, then the Supplier shall be entitled to refer the matter to the Agreement Change Procedure; and

(b) as soon as reasonably practicable provide to the Authority full details of such actual, potential or attempted breach and of the steps taken to remedy the breach.

Schedule 15

Marketing and Communications 1 Initial Marketing & Communications

1.1 Publicity & Communications

(a) On contract award the Supplier shall provide a dedicated marketing and communications team to work with the Authority to promote the Service;

(b) The Authority and Customer have an obligation to promote the delivery of the Framework Agreement which the Supplier shall support. The Authority and the Supplier will undertake a national publicity campaign when the Agreement Framework is signed. At commencement and throughout the contract period for delivery Services, the Customer and Supplier shall publicise widely to patients, service users, stakeholders and the public, the use of lone worker services by NHS staff. The Customer will support the Supplier marketing and publicity strategy and ensure that NHS facilities to which the public access contain information on the use of lone worker services in that health body.

(c) The Supplier shall:

(i) Work in partnership with the Authority to establish and agree the specific publicity and communication requirements for the Service; and

(ii) Collate all the available contact details for marketing and publicity purposes to Stakeholders.

(iii) Create and maintain a dedicated web site for the Service with detailed information for Customers and Users and ensure that relevant material is available online for all interested parties.

(iv) Create and distribute other relevant documents providing full details of the Service.

(v) The Authority will accept and test the content of all Supplier materials and images, as defined in the Implementation Plan in accordance with the Operational Change Procedure as detailed in schedule 8 (Agreement Change Procedure). Any further amendments shall be in accordance with the same procedure (Operational Change Procedure - schedule 8). Supplier materials and images will be compliant with NHS branding requirements.

1.2 Marketing Campaign

(a) The Supplier shall deliver a marketing campaign which ensures effective communication which meets the diverse needs of all relevant parties.

(b) Key messages will be incorporated into all activity, including:

(i) Users – demonstrating the Authority‟s commitment to take appropriate steps to better protect their personal security and safety, while they are in lone

(ii) Stakeholders – demonstrating the partnership approach taken between the Supplier and the Authority to ensure adoption of the Service so as to aid the development of a wider pro-security culture;

(iii) General Public – raising awareness to support the overall objective of safeguarding NHS Staff; by engendering public and community support against the small minority of persons who present risks to staff. Consistent with the publicity requirements identified in the QC‟s advice.

(c) As part of the initial marketing campaign the Supplier shall liaise with the Authority to ensure that the correct messages are being transmitted at all times to ensure that an effective balance is achieved between securing the required deterrent effect and ensuring that staff are not put at any further risk. In particular, the Supplier shall ensure that at all times communications does not:

(i) Scare Users, Customers or the public by overplaying the risks to lone workers;

(ii) Use violent or threatening imagery;

(iii) Imply that technology alone can solve all problems; and

(iv) Give the impression that the service will absolve managers of all their legal obligations to protect workers.

(d) The Supplier shall:

(i) Ensure a presence in all relevant media publications by means of news articles, editorials and press releases;

(ii) Create marketing collateral including cases studies, brochures, flyers and electronic direct marketing material about the Service;

(iii) Design and produce posters and an exhibition stand for attending events to promote the Service;

(iv) Identify relevant conference, exhibition and seminar events for networking, sponsorship and exhibiting purposes and attend these events where appropriate to ensure publicity generation;

(v) Develop an email newsletter service for potential customers as part of an electronic direct marketing campaign;

(a) Deliver marketing material, in partnership with Customers and the Authority, to raise awareness of the Service.

(b) Seek permission from the Authority to publicise appropriate incidents; (for example a sanction pursued against an offender) that clearly demonstrates the problems encountered by lone workers and the measures put in place to protect them;

(c) Identifying appropriate material for both local and national publicity to help create a strong deterrent effect, in respect of protecting users;

(d) Maintain a consistent and reoccurring set of communications to maintain a high profile over the long term.

(e) Identify and allocate resources that can be used as part of the ongoing marketing activity through relationships with interested parties including but not limited to the following:

(i) Staff and Employee Representative Bodies (ii) Crime & Disorder Partnerships

(iii) Emergency Services

(iv) Local Security Management Specialists (v) Health & Safety Executive –

(vi) Patients Association Patient Advice and Liaison Service (PALS)/Charity Groups

2.2 Marketing Campaign. After the initial launch of the contract the Supplier shall undertake the following regular activity as part of the marketing campaign:

(a) Regular updates with news and events information to ensure all interested parties are kept updated on the latest information about the Services;

(b) Visits to interested Customers by their sales representative‟s staff to provide all additional material and information needed;

(c) Focused newsletter distribution and electronic direct marketing campaigns on those potential customers identified as most likely to take up the Service;

(d) Sponsorship and promotion at seminars, conferences and exhibitions identified as relevant to the service which could help raise general awareness;

(e) Collation of the details of incidents received and monitored by the ARC which are suitable for marketing campaign activity;

(f) Liaison with the Authority to discuss such PR activity relating to real life incidents and their suitability for use in marketing activity;

(g) Ongoing maintenance and review of the Customer relationship management

relevant, current and necessary. This activity will include the removal of contact details for persons who have requested removal from future marketing campaign activity; and

(h) Monitoring environmental impact of the publicity and communications activity by seeking to reduce waste and minimising unnecessary use of paper and printing materials. This will include ensuring that as much of the marketing material as possible is available in electronic format for distribution by email or on the website to download.

The marketing campaign specified above will be provided by the Supplier as part of the Services specified in schedule 5 (Maximum Charges).

Schedule 16