CitySwift

CitySwift Platform

The CitySwift platform integrates and analyses a range of data, including vehicle locations, schedules, and ticket sales, to provide a detailed evaluation of bus network performance.

Features

• Bus network data analysis with data cleaning and data joining
• Automated data analysis and bus network performance insights
• Bus network data visualisation using schedule, ticketing & AVL data
• Bus performance metrics on punctuality, efficiency & demand
• Bus punctuality metrics: Start Point, Intermediate & Excess Wait Time
• Bus efficiency metrics including Average Speed, Layover & Dwell Time
• Bus stop level metrics: runtime, layover, speed & punctuality metrics
• Network, corridor, route, and stop level performance data
• Origin destination, driver performance, vehicle block & occupancy visualisation /insights
• Benchmark operators and route performance.

Benefits

• Understand operator performance data and bus network trends
• Identify areas for further investigation
• Use bus data: single source of truth for operator engagement
• Make data-driven decisions quickly and with confidence
• Share reports: proving investments, justifying decisions, and promoting stakeholder collaboration
• Deliver punctual and reliable bus services matched to passenger demand
• Analyse passenger movement patterns to predict future trends and opportunities
• Easily export and share data and reports with shareholders
• Filter by daily, weekly, monthly, yearly, seasonal time periods
• Integrate seamlessly with existing technology infrastructure

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 finance@cityswift.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

570513852699993

Contact

Philip Lavin
00353851404208
finance@cityswift.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
  • Location and geospatial data management and analytics
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: CitySwift will aim to keep any interruptions with the Platform or Products to a minimum. However, CitySwift may need to schedule and perform maintenance to keep the Platform working smoothly, correct any errors or implement software updates (Scheduled Maintenance).; ; To ensure Customer can prepare for any potential interruptions, CitySwift will provide Customer with written notice:; at least 5 business days in advance for Maintenance occurring inside of normal business hours,; at least 3 business days in advance for Maintenance occurring outside of normal business hours, and; at least 2 business days in advance for Minor Maintenance.
• System requirements:
  • Schedule data (TransXchange)
  • Automatic Vehicle Location data
  • Ticketing Data

User support

• Email or online ticketing support: Yes
• Support response times: “Business Days” means a day other than Saturday or Sunday or public holidays in the UK. “Service Hours” 9am to 5.30pm local UK time on Business Days.; ; During Business Days, CitySwift will respond to each question on the same day. Diagnosis and any identified resolution of these questions/issues will be managed and responded to depending on the priority level of the issue. Refer to our Support Policy in Terms & Conditions document.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: None with users of assistive technology.
• Onsite support: Yes
• Support levels: CitySwift offers multiple options to support Customer’s use of the Platform:; ; Email Support: Customer can send their queries or concerns to their dedicated customer success manager; Live Chat Support: Our website features a live chat option, allowing customers to interact directly with our team.; Video/Phone Support: Customers can video call their customer success manager for assistance during business hours.; Knowledge Base & FAQs: CitySwift maintains a knowledge base and FAQs section on its website to provide immediate answers to common questions.; ; The above support is included in the quoted prices.; ; Please see the Service Definition document for a detailed description of our support levels (After-sales Account Management).
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: CitySwift’s onboarding process is led by an assigned Implementation Manager, who ensures seamless integration and setup for the customer. This involves necessary data integrations completed in advance of user training. Online/on-site training sessions are scheduled, conducted by our dedicated team, to comprehensively onboard and educate users about platform functionality.; ; CitySwift conducts detailed demonstrations and interactive workshops to ensure all staff are fully familiar with the platform. Throughout the adoption phase, our Implementation Manager conducts weekly check-ins providing ongoing support and guidance.; ; For CitySwift to provide the services, the buyer will be required to provide some/all of the following datasets:; Automatic Vehicle Location (AVL) data; Ticketing data; TransXchange data; Siri Vehicle Monitoring data; ; Training:; The CitySwift dashboard is hosted on a cloud platform with training and support on its usage offered as part of the onboarding process at no additional cost. A dedicated Implementation Manager will be allocated to conduct the following:; One-on-one and/or group training conducted virtually or on-site.; Virtual training and check-in calls.; Workshops take place as required by the customer to ensure users are maximising use of the platform.; As product updates are released, our Customer Success team will ensure customers have advance notice and any training required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer may export any aggregated data as a CSV file or PDF file prior to the contract end date.
• End-of-contract process: On expiry of the contract, the following steps shall be taken to ensure a satisfactory completion of the contract for both CitySwift & the Buyer:; ; The Buyer will disconnect all data connections to the CitySwift Platform relating to:; 1. Automatic Vehicle Location (AVL) data; 2. Ticketing data; 3. TransXchange data; 4. Siri Vehicle Monitoring data.; ; CitySwift will destroy all historical AVL, Ticketing, TransXchange and Siri Vehicle Monitoring data from its servers.; ; CitySwift will remove all Buyer access to the CitySwift platform and decommission the Buyer’s platform application.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The CitySwift platform is primarily access via desktop however the application is functional with a mobile device.
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: The CitySwift application is accessed via any up to date browser, offering bus network providers precise historical and predictive data analysis and insights at speed.
• Accessibility standards: EN 301 549
• Accessibility testing: None with users of assistive technology.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The CitySwift service is built on components that scale up and down automatically and proactively based on the demand placed on the system.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data in the Google Cloud Platform is broken into subfile chunks for storage, and each chunk is encrypted at the storage level with an individual encryption key. The key used to encrypt the data in a chunk is called a data encryption key (DEK). The DEKs are encrypted with (or “wrapped” by) a key encryption key (KEK); ; Access is restricted by authorisation using the principle of least privilege, 2FA and user accounts.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: To export data from our platform:; ; Graph Data: Click the Export button in the bottom right corner of any graph to download the data in formats like CSV, Excel, PNG, JPG or PDF.; ; Raw Data Access:; Data Transfer: Seamlessly move data between cloud vendors.; SFTP: Securely upload or download large datasets via SFTP.; Shared Services: Access data through customized shared platforms.; Ensure you have the necessary permissions for data access and export. For assistance, contact our support team.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PNG
  • PDF
  • JPG
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON
  • TXT

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: CitySwift commits to maintaining a Platform Uptime of at least 99% each Quarter. Should CitySwift fail to meet this uptime target, a credit will be applied to the Buyer, calculated as a percentage of the Fees paid, according to the following schedule:; ; Platform Uptime of 98.5% to 98.99% in a Quarter: 1% Credit of Fees paid in the Quarter; Platform Uptime of 95.0% to 98.49% in a Quarter: 2% Credit of Fees paid in the Quarter; Platform Uptime below 94.99% in a Quarter: 3% Credit of Fees paid in the Quarter; ; For further details on CitySwift's SLA, please refer to the Services Description document.
• Approach to resilience: The CitySwift service is designed following best practice, cloud native architecture built on Google Cloud Platform, leveraging all the capabilities they provide to ensure a resilient and highly available system. This includes autoscaling to match demand, built in redundancy, data backups and extensive monitoring and alerting to ensure a swift time to recover in the event of any issues.
• Outage reporting: Internal monitoring includes email and slack alerting , customers are made aware of outages via email with customer success.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We use RBAC (role based access control) to restrict access in management interfaces and support channels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 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: No
• Security governance approach: Our platform is run exclusively on Google Cloud Platform which provides significant foundational security out of the box. Beyond that, CitySwift adheres to GDPR and relevant legislation, maintains an up to date Cyber Essentials + certification, and conducts annual penetration testing by an independent Crest certified provider.
• Information security policies and processes: To ensure policies are followed, they are reviewed annually, communicated with staff. Staff are trained during onboarding and made aware of reporting procedure.; ; CitySwift maintains the following information security policies:; ; Acceptable Usage Policy that defines acceptable and prohibited behaviors, aiming to protect assets, ensure security, and maintain a productive work environment.; ; Password policy to ensure proper protection of accounts.; ; Remote work policy to protect infrastructure and data when accessed remotely.; ; Secure disposal of Media policy. Security Incidents policy which provides procedural tools to help respond and mitigate the security incident.; ; Email policy.; ; Additionally, CitySwift maintains policies for acceptable encryption, change management, secrets handling, Web application security and server security which are implemented in the development of CitySwift products.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: - All components both infrastructure as code and application code are backed by Git SCCM and updated via a stringent QA & CI/CD process.; - Automated test packs cover key functionality to minimize risk of regressions.; - Thorough monitoring and alerting across more than 150 metrics ensure we have high observability of the system in both a stable condition and when in flux.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability Testing Approach; - Identify -> Evaluate -> Treat -> Support.; ; We use third party tools and monitoring to assess the severity and impact of a potential vulnerability.; ; Dependent on criticality, we expect to fix and deploy all instances with fixes immediately after a vulnerability is identified.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Identify potential compromises using:; Virus scanning on all instances using ClamAV, TLS versions with a restricted cipher suite, Firewalls that block malicious requests, DDOS protection.; ; We respond to issues using the following structure:; Identifying Vulnerabilities,; Evaluating Vulnerabilities,; Treating Vulnerabilities,; Reporting Vulnerabilities.; ; Response to incidents is dependent on severity. High and medium-rated incidents are worked on and treated immediately. To date in high priority issue found has been fixed on the day of discovery.
• Incident management type: Supplier-defined controls
• Incident management approach: We adhere to the following steps:; 1: Incident logging.; 2: Incident categorization.; 3: Incident prioritization.; 4: Incident assignment.; 5: Task creation and management.; 6: SLA management and escalation.; 7: Incident resolution.; ; Whether you have pre-defined processes for common events: We have pre-defined processes for common incidents, mostly encompassing data.; ; How users report incidents:; Users (assuming our customers) have a direct line to our customer support, along with the use of Intercom, our direct support chat client in the application.; ; How you provide incident reports:; When applicable to the customer these are shared via email from customer support.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3228ac8e-ec92-47fb-97ca-d8b5a292116d
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D169a354-4847-4d9a-a5b9-bb385af1e82e
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • 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
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • 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
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • 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
    • Introducing transparency to pay and reward processes
    • 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
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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 of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 finance@cityswift.com. Tell them what format you need. It will help if you say what assistive technology you use.