Infoshare+ Limited

Chatbot Max

Chatbot Max is a virtual agent that advises drivers about their Penalty Charge Notice (PCN), resolving issues without motorists having to write in. Powered by our triple-award-winning parking ‘brain’ with over 1000 policy settings. Fully developed and effective from day one. Can help many motorists simultaneously and 24/7.

Features

• Chatbot Max is an expert digital colleague.
• Powered by our award winning parking ‘brain’ with 1000 policies
• Fully developed and effective from day one
• Available in any language
• Can write challenges for drivers
• Natural language understanding (NLU) to understand drivers' challenges
• Parking, bus lane, moving traffic, Clean Air Zone (CAZ) advice
• Standalone product, independent of notice processing system but can integrate
• Legislative updates included
• Answer phone enquiries with Voice Master phonebot

Benefits

• Transforms customer experience and accessibility
• Resolves issues without motorists always having to write in
• Reduces correspondence by up to 33%
• For motorists, it’s like live-chatting with a helpful human expert
• Motorists become informed, not frustrated.
• Answer driver queries 24/7
• Predictable responses, avoid risk of large language models (LLM)
• Reduce call centre calls
• Predictable and consistent dialogs

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 info@barbourlogic.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

454856201485946

Contact

Jason Barbour
07904586040
info@barbourlogic.co.uk

About the service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements: None.

User support

• Email or online ticketing support: Yes
• Support response times: Support hours are Monday to Friday, 08:30 to 17:00. During support hours we typically respond within an hour. Outside of these hours we respond before 10:00 the next working day.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes
• Support levels: We have a single level of support included in the subscription cost. We do not provide a technical account manager or cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a configuration meeting to set up the system. As Chatbot Max is designed to be used by the public, no training is needed.
• Service documentation: No
• End-of-contract data extraction: Due to the nature of Chatbot Max, most of the user's data from the system will already be in their notice processing system. Any additional data extraction will be done on an ad-hoc basis by our support team. Data that is Barbour Logic's intellectual property (e.g. wording and paragraphs) will not be extracted.
• End-of-contract process: The customer can take the chatbot off their website. Typically this is be removing or changing a URL.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The chatbot appears full screen on mobile devices. It is embedded in a web page on desktop devices.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Customers can use the API to build their own front end services.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Authorised users with admin access can customise aspects of the system. Configure their own policies through the policies screen.; In addition, we can customise the chatbot by changing:; - The chatbot name; - The chatbot avatar; - Changing dialogs and wording; - Adding images to dialogs

Scaling

• Independence of resources: We constantly monitor usage. The Microsoft Azure platform allows us to instantly scale up the capabilities of the service, if we found that demand was causing issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Chatbot Max's reporting portal allows customers to access a range of reports providing service usage metrics. These range from user journey reports that detail each transaction, to summary reports that give a higher level view.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data is backed up through Azure SQL. Data is encrypted at rest. Data is only accessibly by authorised support and development staff. All access is through Azure AD Multi factor authentication
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export their data by running a report, or by requesting a data export from our Support team.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: No need for users to upload their data.

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: System availability is 99% in each whole month.; SLAs are outlined below:; - Category A - a fault which makes the Software unusable; - Category B - a fault which has a material effect upon the functionality, accuracy or performance of any function of the Software; - Category C - a minor or cosmetic Fault; ; - Category A - target response time 2 hours; target resolution 24 hours; and; - Category B - target response time 4 hours; target resolution 48 hours; and; - Category C - target response time 4 hours; target resolution for the next scheduled release of the software.; ; Database restorations and system recovery is completed within an 30 minute timeframe and re-deployment through an automated continuous deployment pipeline.; ; Database restorations and system recovery is completed within an 30 minute timeframe and re-deployment through an automated continuous deployment pipeline.; ; In the event that we don't meet guaranteed levels of availability, users are refunded through subscription extensions.
• Approach to resilience: We use Microsoft Azure for our datacentre. More information is available on request.
• Outage reporting: Email alerts that are sent to our Support team, we then contact our customers.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Through access levels.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We are Cyber Essentials Plus certified
• Information security policies and processes: We follow in-house security policies and processes. As a small company any issues are reported to the Head of Technology directly, who then communicates them to the Managing Director.; Our Head of Technology makes sure that processes and policies are followed. Security is reviewed continuously, including during our annual Cyber Essentials Plus audit.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow an Agile Scrum methodology for our application lifecycle management and change control.; This includes:; - Planning / priorisitation of work from Head of Product; - Full traceability of all code changes to original requirements / change requests; - Automated testing; - Automated deployment after sign off from Head of Product; We inform clients about any changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We conduct regular Web Vulnerability Scans.; We fix all issues a timely manner based on the severity of the issue (e.g. Critical within 2 hours, High within 8 hours, etc)
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use an array of monitoring tools with Azure including Azure Defender. We have also have a WAF implemented to protect against attacks and unauthorised access.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a Data Breach Process in place to log any infosec incidents and take corrective action.; All staff are trained in this process with periodical refresher courses.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 6c33e768-a3a6-4435-9383-d421c4fed2e7
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 1d3c5c3d-3f6e-4c9a-be1e-3a31048fac26
• 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

  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • 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
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
• 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Creation of outreach activities to create a pipeline of employees for the future contract delivery

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 info@barbourlogic.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.