Information for Providers

Technically, very little. s4s is the system operator, and runs a national eMarketplace accessed via www.shop4support.com. CtS is the name and URL address adopted by the LAs in Yorkshire & Humber region for their local eMarketplaces, but the website itself is based upon shop4support.

The eMarketplace has been developed in response to the transformation that is happening in social care, and represents the shape of how social care services will be commissioned in the future. This transformation results in many challenges and opportunities for providers, and the eMarketplace represents a way for providers to embrace these.

Click "Register now!". The online form should only take a few minutes to complete.

Subject to the online form being complete, you should be setup within a few days. However, there may be a short delay in linking you in to each LA's local eMarketplace.

No. Generally speaking, you will have one presence on s4s, which we then 'display' in each LA's local eMarketplace (see the next question for further details). The only exception to this is if you have a highly bespoke offer for a specific LA or geographical area, in which case you should contact the s4s helpdesk to discuss the best way to reflect this.

The relevant LA. Whilst the system behind s4s operates a national basis, each LA decides which organisations are displayed in their local eMarketplace. Each LA has slightly different decision-making processes in this regard.

When you complete your setup form, we ask you to tell us which areas you wish to operate within. We will then refer this to each LA in order to gain their consent to feature your organisation within their local eMarketplace. As part of this process, the relevant LA may require you to provide further information in order to satisfy their requirements.

'Stores' are aimed at those organisations that are selling products and services that will be transacted via the s4s system. Examples are equipment, homecare or day services. Organisations with a Store are responsible for maintaining their Store, and will also receive online enquiries and purchase orders via the s4s system.

The Directory (which is sometimes also referred to as 'Local Groups & Activities') is aimed at everything else, which means that they are often free or only have a nominal cost associated with them. Examples are information entries, organisations providing free advice, support groups, local clubs and events such as coffee mornings. Organisations with a Directory entry don't receive online enquiries or purchase orders through the system, and there is therefore much less maintenance.

It will be appropriate for some organisations to have both a Store and a Directory entry. If you are in doubt about which type of entry is appropriate for your organisation, please contact the s4s helpdesk.

You can add more products via this online form.

Go to http://www.shop4supporthelp.com/hesk/ and click on "Submit a Ticket". Include details of the changes you wish to make. You will then be notified when the changes have been made.

We are currently rolling out the ability for each provider to have an "About Us" page that will include background details about their organisation, accreditations and user reviews.

There are lots of ways, take a look at our Provider Marketing Resources page for some suggestions

Yes. We have produced a flier called "How to Optimise Your Store". You can view this by visiting the Press and publications page.

There is nothing to stop you including residential options within your store. However, this is not the primary focus of the eMarketplace. Accordingly, a number of residential providers are offering related services such as short breaks, respite and day opportunities which do sit well with the target audience.

A number of LAs are now actively disaggregating block contacts for supporting people services, which means that the eMarketplace is an ideal way to promote these. In addition, the eMarektplace offers providers the ability to promote the other services they can provide and/or to diversify their business (e.g. those services that don't fall within the scope of supporting people and/or to those customers that are not eligible).

We believe that it is critical for prospective buyers to have an understanding of the cost of a product/service in order that they can make informed decisions. However, we do understand that the final price may be tailored to individual's specific circumstances, hence providers are able to include the following statement (or similar) within their product description: 'Typical price is shown. Upon receipt of a request for more information, we will confirm a final price based on your specific requirements for you to consider before carrying on'. Please note that we cannot display "from" prices or "price upon request".

Yes, your Store will contain your 'public catalogue' and can be viewed by anyone. It is possible to create 'private catalogues' for specific individuals or groups of individuals. Please contact the s4s helpdesk if you would like to discuss this option.

Yes. Users will submit either a 'more information' request or a draft purchase order to you, based on the published price. You are able to respond to this, including the final price based upon the specific requirements of the individual. That price can only be seen by the specific user.

You will need to access the s4s Provider Portal. You only need to do this when you start receiving enquiries or purchase orders from users. You will need a username and password for this. Once you have your username and password, the process is easy and the system is user-friendly. We have produced a simple 'desk aid (1.25mb)' to guide you through.

You only need a username and password when you start receiving enquiries from users and /or transacting via the s4s system (i.e. you receive a purchase order). In order to prevent you from losing / forgetting your password, we only issue these once you receive your first enquiry / purchase order.

For Directory entries, there is no cost whatsoever.
For Stores, there is no setup or registration cost, and there is no ongoing subscription cost. The system is funded by a transaction fee. The transaction fee is paid by providers as they are the major beneficiary of the platform and the service provided by s4s. In order to create a level playing field it has been set by the LAs at a flat rate of 2.5% of sales value in respect of self-funders and recipients of cash personal budgets. See question below in relation to other types of clients.

It is technically feasible to do this, if both you and the buyer wish to do so. However, the system is designed to provide benefits and efficiencies to both parties (that are absent if they deal with each other offline), so we would not expect this to be worthwhile. The opening of a Store on s4s includes acceptance of the process and s4s has the right to review the continued operation of any provider abusing the system.

This is a matter for you to decide upon. The eMarketplace provides you with a number of benefits and there is a robust Business Case that underpins the transaction fee. We therefore don't think that it is necessary for you to add 2.5% on to your current prices, and doing so may make you uncompetitive. The team at s4s will happily help you understand the business case if you get in touch with them.

In the short-term, it should have minimal effect. The reason for this is that the transaction fee is only likely to apply to a small proportion of your revenues. Over the longer-term, the benefits that you receive (as built up in the Business Case) should more than cover the costs.

No. The principle is that we want a level playing field for all providers whether large or small. However, a fee cap has been introduced in order to recognise that the transaction fee isn't wholly appropriate for high-cost packages of care (see below).

We recognise that the transaction fee isn't wholly appropriate for high cost packages of care. Accordingly, total transaction fees in respect of any individual are capped at £300 in the first 12 month period, and £200 per annum thereafter.

The 2.5% transaction fee only applies to self-service users (i.e. people with a cash budget/direct payment or those who fund their own care). If an LA decides to utilise the eMarketplace for spend that is managed by them, then the transaction fee associated with this will either be reduced or eliminated entirely.

Fees will become payable upon a User confirming payment of the invoice on the Site, and will be subject to VAT at the applicable rate. Invoices will be raised by s4s on a monthly basis wherever an amount of more than £2.50 is due, and will be settled by Direct Debit unless agreed otherwise.

Transaction Fees will be waived where payment of invoices occurs more than 6 months after the date the invoice was raised.

The s4s system facilitates the process, but never handles any physical funds. If you choose to accept card payments, this will be done by PayPal, which s4s integrates with. Users can also pay manually (e.g. by cheque) or via other means (such as online banking).

There are a range of different merchant providers that you can sign up with which will enable you to receive debit and credit card payments. One of the simplest is PayPal, as this is very easy to setup and has no standing charges (although you will need to pay a merchant fee for each transaction). To set you up to accept payments via PayPal for things bought via CtS, all we need you to do is tell us the email address that is linked to your PayPal account. Sign up to PayPal.

No. Whilst s4s helps facilitate the transactional process, the contract is between the provider and the buyer (i.e. the individual or the entity managing their personal budget). The checks and balances within the s4s system help to make the debtor management process more efficient and effective, but responsibility for payment ultimately rests with the buyer.

Yes. Please contact s4s for more details. However, bear in mind that it is only worthwhile doing this when you have a steady stream of transactions flowing through the system.

All parties recognise that this is a new way of working, and that it will therefore take time for the level of usage to build. We are currently working with all of our LA partners to develop a set of forecasts, which will be shared with providers in due course.

Each LA has a dedicated contact who will be able to answer any local questions. In addition, most LAs are running workshops and information sessions in their local area, so contact them (or s4s) to see if you can attend one of these. Alternatively, you can contact the s4s helpdesk (see below).

Our preference is that you submit any queries via our online ticketing system. To do this, go to http://www.shop4supporthelp.com/hesk/ and click on "Submit a Ticket". A member of the team will then respond to your query, and you can monitor the status of it online. Alternatively, you can email us at info@shop4support.com or call us on 0333 600 6330 (lo-call rate).