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TRANSREPORT LIMITED

Passenger Assistance Service Desk

This service provides a standalone, managed service desk to support cloud-based systems and services. It delivers incident management, request handling, escalation and operational support, helping customers maintain service continuity, resolve issues efficiently and meet agreed service levels.

Features

  • Incident logging, triage and resolution for cloud-based services
  • Service request handling and fulfilment
  • First- and second-line support with defined escalation paths
  • Incident communication and customer updates
  • Root cause analysis support and post-incident reporting
  • Service performance and trend reporting
  • Coordination with third-party suppliers and vendors
  • Proactive identification of recurring issues and risks
  • Access-controlled support channels and case management
  • Ongoing operational support aligned to agreed SLAs

Benefits

  • Reduces incident resolution times through structured triage and escalation
  • Improves service continuity with proactive monitoring and issue management
  • Minimises operational disruption through timely incident communication
  • Reduces business risk through controlled support and access management
  • Improves staff efficiency by centralising support requests and workflows
  • Increases visibility of service performance and recurring issues
  • Supports consistent service delivery aligned to agreed SLAs
  • Reduces dependency on internal teams for day-to-day support
  • Improves coordination with third-party suppliers and vendors
  • Enables continuous improvement through reporting and trend analysis

Pricing

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sophie.willey@transreport.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

4 1 6 4 1 5 4 1 8 1 4 7 2 1 5

Contact

TRANSREPORT LIMITED Sophie Willey
Telephone: 07703407854
Email: sophie.willey@transreport.co.uk

About the service

Service categories

Cloud Support Services

Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis

Service scope

Service constraints
The service is delivered as a remote, managed service desk and does not include onsite support as standard. Support is provided through agreed support channels and service hours, as defined in the Service Level Agreement. The service does not include responsibility for customer-owned infrastructure or systems beyond agreed support scope. Configuration of supported services is not provided, and changes are coordinated rather than delivered directly. Any requirements outside the standard service scope are subject to separate agreement.

User support

Email or online ticketing support
Yes
Support response times
Response times are defined in the agreed Service Level Agreement (SLA). During standard support hours, the service desk provides timely responses based on incident priority and severity. Out-of-hours and weekend response arrangements, including any enhanced or emergency support, are set out separately in the SLA where required. This ensures response times are proportionate, transparent and aligned to customer needs.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.2 AA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.2 AA
Web chat accessibility testing
Web chat functionality used as part of the Service Desk has been designed and tested to support users who rely on assistive technologies.

Testing has included the use of common assistive technologies such as screen readers and keyboard-only navigation to validate that key web chat interactions are accessible. This includes initiating a chat session, entering and sending messages, receiving responses, and understanding system notifications without reliance on visual cues or mouse-based interaction.

Testing has been informed by feedback from Disabled users who use assistive technologies to access digital services, helping to ensure the chat experience reflects real-world usage. Insights from this testing have been used to improve focus management, labelling, message announcement behaviour and error handling within the chat interface.

Accessibility assurance for web chat forms part of Transreport’s ongoing platform development and service improvement processes, with functionality reviewed alongside other Passenger Assistance interfaces to maintain compatibility with assistive technologies as the service evolves.
Support levels
Transreport provides support for the Passenger Assistance platform through defined Service Desk support levels.

Standard support
Standard support is included with the Service Desk service. It provides first- and second-line technical and operational support for the Passenger Assistance platform. This includes logging, triage and management of incidents and service requests, investigation of platform, data and configuration issues, and escalation to Transreport engineering teams where required. Support is delivered in line with agreed service levels.

Standard support is priced on a per-contact basis, as set out in the associated G-Cloud pricing document.

Enhanced support (optional)
Enhanced support can be agreed at call-off where higher service levels or additional support requirements are needed. This may include enhanced service level targets, extended service hours, additional escalation arrangements or increased service reporting.

Pricing for enhanced support is agreed at call-off based on the scope and level of service required.

Technical account management
A dedicated technical account manager or cloud support engineer is included as standard. Where required, a named technical account manager or cloud support engineer can be provided to support service reviews, technical coordination and change management. This is priced separately and agreed at call-off.
AI chatbot
Yes

Supplier type

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
First Call Helpdesk Limited

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Baseline Personnel Security Standard (BPSS)

Pricing

Discount for educational organisations
No

Architecture roles

Business architect
Role level UK Rate Offshore Rate
Trainee business architect £500.00
Associate business architect £750.00
Business architect £1,100.00
Lead business architect £1,300.00
Data architect
Role level UK Rate Offshore Rate
Data architect £1,200.00
Senior data architect £1,350.00
Chief data architect £1,450.00
Enterprise architect
Role level UK Rate Offshore Rate
Enterprise architect £1,300.00
Senior enterprise architect £1,450.00
Lead enterprise architect £1,450.00
Principal enterprise architect £1,500.00
Network architect
Role level UK Rate Offshore Rate
Associate network architect £950.00
Network architect £1,100.00
Lead network architect £1,300.00
Security architect
Role level UK Rate Offshore Rate
Security architect £1,350.00
Lead security architect £1,450.00
Principal security architect £1,500.00
Solution architect
Role level UK Rate Offshore Rate
Associate solution architect £900.00
Solution architect £1,250.00
Senior solution architect £1,350.00
Lead solution architect £1,450.00
Principal solution architect £1,500.00
Technical architect
Role level UK Rate Offshore Rate
Associate technical architect £900.00
Technical architect £1,200.00
Senior technical architect £1,350.00
Lead technical architect £1,450.00
Principal technical architect £1,500.00

Chief digital and data roles

Chief data officer
Role level UK Rate Offshore Rate
Chief data officer £1,500.00
Chief information security officer
Role level UK Rate Offshore Rate
Chief information security officer £1,550.00
Chief technology officer
Role level UK Rate Offshore Rate
Chief technology officer £1,600.00

Cyber security roles

Cyber security audit and assurance
Role level UK Rate Offshore Rate
Lead cyber security audit and assurance £1,250.00
Principal cyber security audit and assurance £1,350.00
Cyber security governance and risk management
Role level UK Rate Offshore Rate
Associate cyber security governance and risk manager £900.00
Lead cyber security governance and risk manager £1,250.00
Principal cyber security governance and risk manager £1,350.00
Cyber security monitoring
Role level UK Rate Offshore Rate
Associate cyber security monitoring £800.00
Lead cyber security monitoring £1,150.00
Principal cyber security monitoring £1,250.00
Cyber security incident response
Role level UK Rate Offshore Rate
Associate cyber incident response £900.00
Lead cyber security incident response £1,350.00
Principal cyber security incident response £1,450.00
Cyber security vulnerability management
Role level UK Rate Offshore Rate
Associate cyber security vulnerability management £850.00
Lead cyber security vulnerability management £1,200.00
Principal cyber security vulnerability management £1,350.00
Cyber security digital forensics
Role level UK Rate Offshore Rate
Associate cyber security digital forensics £950.00
Lead cyber security digital forensics £1,450.00
Principal cyber security digital forensics £1,500.00
Cyber security testing
Role level UK Rate Offshore Rate
Associate cyber security testing £850.00
Lead cyber security penetration testing £1,300.00
Principal cyber security testing £1,350.00
Cyber security secure design
Role level UK Rate Offshore Rate
Associate cyber security secure systems architecture and design £900.00
Lead cyber security secure systems architecture and design £1,450.00
Principal cyber security secure systems architecture and design £1,500.00

Data roles

Analytics engineer
Role level UK Rate Offshore Rate
Trainee analytics engineer £450.00
Analytics engineer £1,000.00
Senior analytics engineer £1,150.00
Lead analytics engineer £1,250.00
Head of analytics engineering £1,350.00
Data analyst
Role level UK Rate Offshore Rate
Associate analyst £650.00
Data analyst £900.00
Senior data analyst £1,050.00
Principal data analyst £1,200.00
Data engineer
Role level UK Rate Offshore Rate
Data engineer £1,150.00
Senior data engineer £1,300.00
Lead data engineer £1,450.00
Head of data engineering £1,500.00
Data ethicist
Role level UK Rate Offshore Rate
Data ethics lead £1,250.00
Head of data ethics £1,350.00
Data governance manager
Role level UK Rate Offshore Rate
Data governance manager £1,100.00
Lead data governance manager £1,250.00
Head of data governance £1,350.00
Data scientist
Role level UK Rate Offshore Rate
Trainee data scientist £500.00
Associate data scientist £900.00
Data scientist £1,200.00
Principal data scientist £1,350.00
Lead data scientist £1,450.00
Head of data science £1,500.00
Machine learning engineer
Role level UK Rate Offshore Rate
Senior machine learning engineer £1,350.00
Lead machine learning engineer £1,450.00
Performance analyst
Role level UK Rate Offshore Rate
Associate performance analyst £650.00
Performance analyst £950.00
Senior performance analyst £1,100.00
Lead performance analyst £1,250.00
Head of performance analysis £1,350.00

IT operations roles

Application operations engineer
Role level UK Rate Offshore Rate
Associate application operations engineer £650.00
Application operations engineer £950.00
Senior application operations engineer £1,100.00
Lead application operations engineer £1,250.00
Principal application operations engineer £1,350.00
Business relationship manager
Role level UK Rate Offshore Rate
Business relationship manager £1,050.00
Senior business relationship manager £1,200.00
Lead business relationship manager £1,250.00
Change and release manager
Role level UK Rate Offshore Rate
Configuration analyst £900.00
Change and release analyst £950.00
Change and release manager £1,000.00
Command and control centre manager
Role level UK Rate Offshore Rate
Operations analyst £900.00
Senior operations analyst £1,050.00
Operational control manager £1,200.00
Head of command and control £1,350.00
End user computing engineer
Role level UK Rate Offshore Rate
Associate end user computing engineer £600.00
End user computing engineer £850.00
Senior end user computing engineer £1,000.00
Lead end user computing engineer £1,150.00
Principal end user computing engineer £1,250.00
IT service manager
Role level UK Rate Offshore Rate
IT service analyst £900.00
IT service manager £1,150.00
Senior IT service manager £1,300.00
Head of IT service management £1,350.00
Incident manager
Role level UK Rate Offshore Rate
Incident manager £1,000.00
Major incident manager £1,250.00
Infrastructure engineer
Role level UK Rate Offshore Rate
Associate infrastructure engineer £700.00
Infrastructure engineer £1,050.00
Senior infrastructure engineer £1,200.00
Lead infrastructure engineer £1,350.00
Principal infrastructure engineer £1,450.00
Infrastructure operations engineer
Role level UK Rate Offshore Rate
Associate infrastructure operations engineer £650.00
Infrastructure operations engineer £950.00
Senior infrastructure operations engineer £1,100.00
Lead infrastructure operations engineer £1,250.00
Principal infrastructure operations engineer £1,350.00
Problem manager
Role level UK Rate Offshore Rate
Problem analyst £900.00
Problem manager £1,000.00
Service desk manager
Role level UK Rate Offshore Rate
Service desk analyst £850.00
Senior service desk analyst £950.00
Service desk manager £950.00
Head of service desk £1,150.00
Service transition manager
Role level UK Rate Offshore Rate
Service acceptance analyst £900.00
Service readiness analyst £950.00
Service transition manager £1,050.00
Lead service transition manager £1,250.00

Product and delivery roles

Business analyst
Role level UK Rate Offshore Rate
Trainee business analyst £450.00
Junior business analyst £650.00
Business analyst £950.00
Senior business analyst £1,100.00
Lead business analyst £1,250.00
Head of business analysis £1,350.00
Delivery manager
Role level UK Rate Offshore Rate
Associate delivery manager £800.00
Delivery manager £1,150.00
Senior delivery manager £1,300.00
Head of (Agile) delivery management £1,350.00
Digital portfolio manager
Role level UK Rate Offshore Rate
Digital portfolio analyst £900.00
Digital portfolio manager £1,300.00
Senior digital portfolio manager £1,300.00
Head of portfolio £1,350.00
Product manager
Role level UK Rate Offshore Rate
Associate product manager £800.00
Product manager £1,200.00
Senior product manager £1,300.00
Lead product manager £1,450.00
Head of product £1,500.00
Programme delivery manager
Role level UK Rate Offshore Rate
Programme delivery manager £1,300.00
Service owner
Role level UK Rate Offshore Rate
Service owner £1,150.00

Quality assurance testing (QAT) roles

Quality assurance testing (QAT) analyst
Role level UK Rate Offshore Rate
Tester (QAT) £800.00
QAT analyst £850.00
Senior QAT analyst £1,000.00
Lead QAT analyst £1,150.00
Test engineer
Role level UK Rate Offshore Rate
Tester (test engineer) £850.00
Test engineer £950.00
Senior test engineer £1,100.00
Lead test engineer £1,250.00
Test manager
Role level UK Rate Offshore Rate
Test manager £1,050.00
Head of test £1,350.00

Software development roles

Development operations (DevOps) engineer
Role level UK Rate Offshore Rate
Apprentice DevOps engineer £400.00
Junior DevOps engineer £650.00
DevOps engineer £1,200.00
Senior DevOps engineer £1,350.00
Senior DevOps engineer - management £1,350.00
Lead DevOps engineer £1,450.00
Lead DevOps engineer - management £1,450.00
Principal DevOps engineer £1,500.00
Principal DevOps engineer - management £1,500.00
Frontend developer
Role level UK Rate Offshore Rate
Apprentice frontend developer £400.00
Junior frontend developer £650.00
Frontend developer £950.00
Senior frontend developer £1,100.00
Lead frontend developer £1,250.00
Head of frontend development £1,350.00
Software developer
Role level UK Rate Offshore Rate
Apprentice developer £400.00
Junior developer £650.00
Developer £1,050.00
Senior developer £1,200.00
Senior developer - management £1,200.00
Lead developer £1,350.00
Lead developer - management £1,350.00
Principal developer £1,450.00
Principal developer - management £1,450.00

User-centred design roles

Accessibility specialist
Role level UK Rate Offshore Rate
Junior accessibility specialist £700.00
Accessibility specialist £1,050.00
Senior accessibility specialist £1,200.00
Head of accessibility £1,350.00
Content designer
Role level UK Rate Offshore Rate
Associate content designer £600.00
Junior content designer £650.00
Content designer £900.00
Senior content designer £1,000.00
Lead content designer £1,050.00
Head of content design £1,350.00
Content strategist
Role level UK Rate Offshore Rate
Content strategist £1,000.00
Graphic designer
Role level UK Rate Offshore Rate
Associate graphic designer £650.00
Junior graphic designer £750.00
Graphic designer £1,200.00
Senior graphic designer £1,300.00
Lead graphic designer £1,350.00
Head of graphic design £1,400.00
Interaction designer
Role level UK Rate Offshore Rate
Associate interaction designer £600.00
Junior interaction designer £650.00
Interaction designer £950.00
Senior interaction designer £1,100.00
Lead interaction designer £1,250.00
Head of interaction design £1,350.00
Service designer
Role level UK Rate Offshore Rate
Associate service designer £600.00
Junior service designer £650.00
Service designer £950.00
Senior service designer £1,100.00
Lead service designer £1,250.00
Head of service design £1,350.00
Technical writer
Role level UK Rate Offshore Rate
Technical writer £950.00
Lead technical writer £1,100.00
User researcher
Role level UK Rate Offshore Rate
Associate user researcher £600.00
Junior user researcher £650.00
User researcher £950.00
Senior user researcher £1,100.00
Lead user researcher £1,250.00
Head of user research £1,350.00

Standards and certifications

ISO/IEC 27001 certification
Yes
ISO/IEC 27001 accredited by
LRQA
ISO/IEC 27001 accreditation date
Friday 30 May 2025
What the ISO/IEC 27001 doesn’t cover
SO/IEC 27001 certification applies to the Information Security Management System supporting the operation and management of Transreport’s service desk, including incident handling, service request management, system access controls, and the processing of information within Transreport-controlled environments, as defined within the certified scope.

The certification does not extend to customer-managed systems, networks or devices used to interact with the service desk, nor to customer operational processes outside Transreport’s direct control. It also does not cover third-party systems or services not operated by Transreport, except where these are subject to supplier assurance and contractual security controls.

Information or data that has been legitimately shared with customers and subsequently stored or processed within customer-managed environments is also outside the scope of ISO/IEC 27001 certification.
ISO 28000:2022 certification
No
ISO 9001 certification
Yes
ISO 9001 certification accredited by
LRQA
ISO 9001 accreditation date
Tuesday 30 April 2024
What the ISO 9001 doesn’t cover
ISO 9001:2015 certification applies to the Quality Management System supporting the delivery and management of Transreport’s service desk operations, including incident management, service request handling, and associated support processes, as defined within the certified scope.

The certification does not extend to customer-managed processes or environments, including customer operational procedures, local systems, or end-user devices used to access or interact with the service desk. It also does not cover third-party services or suppliers outside Transreport’s direct quality management controls, except where managed through contractual arrangements and supplier assurance.

Any activities, systems or services not included within the formally defined scope of the Quality Management System are outside the scope of ISO 9001 certification.
Quality management systems (QMS)
Yes
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber Essentials Certificate Number
34ddba1a-ce70-4ed5-ba89-46963ee5e3de
Cyber essentials plus
No
Cyber Essentials Alternative
None of the criteria
Other security certifications
No

Social value

Mission: Kick start economic growth

To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Volunteering opportunities for staff
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
Mission: Make Britain a clean energy superpower

To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
Mission: Break down barriers to opportunity

By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
Mission: Build an NHS fit for the future

That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sophie.willey@transreport.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.