For the purpose of this document the term “Service User” is defined as: Any member of staff from the Probation Service and/or an organisation under contract to the Probation Service to deliver an accredited intervention programme.

The overall aim of this service is to provide an efficient form of communication between offender and service user in order that programme and appointment attendance can be improved.

The provider must be able to:

• Enable a service user to send messages easily and efficiently.
• Enable a service user to send and receive messages from any computer connected to the internet.
• Safely store a copy of sent and received messages in a central location until they are no longer needed.
• Notify the service user when they have received a message.
• Forward messages.
• Enable text messages to be automatically sent based on a previously entered scheduled.
• Creation of reoccurring messages, enable a pre-set message to be automatically sent out at a set interval.
• Enable reoccurring messages to be setup to be sent hourly, daily, weekly, monthly or annually.
• Track message delivery.
• Control access to the system.
• Ensure message content and recipients details are kept confidential.
• Keep a log of all text messages sent and received.
• Display Management information on messages sent and received.
• Automatically generate and send a preformatted email based on the receipt of a text message.
• Enable a service user to send a single text message that will be received by two or more recipients.
• Enable a pre-designed logo to be displayed when a message is received rather than the callers’ number or name.

The scheme will be delivered in line with:

• Criminal Justice Act (2003)
• NOMS Offender Management Principles (2005)
• NPS National Standards
• NPS Business Plan
• Multi Agency Public Protection Arrangements
• Current Operational manual and practice guidance
• Regional Reducing Re-Offending Action Plan