Trapeze Group UK Ltd

Novus Journey

Provide passengers with real time information for public transport via desktop and mobile devices and smartphones. Multi-modal – walk, cycle, bus, train, subway, tram, metro, and ferries. Provide departure info in real time, timetables, route details and journey plans. Passengers can save favourite stops for quick reference.

Features

• Easy to update transport information
• View departures in real time to build passenger confidence
• Interactive map for easy navigation via desktop or smart device
• Plan a journey – each leg in detail
• View Routes in graphic form on a map
• Responsive web platform – works on all devices
• Manage disruptions and inform passengers of alternative arrangements.
• Multi modal – bus, train, ferry, subway, tram, cycles, walking
• Location aware –see nearby departure info on the move
• Save your Favourite stops – access info with one click

Benefits

• Delivered to your corporate brand guidelines
• Retain control of information accuracy and timeliness
• Reduce reliance on third parties to develop
• Retain customer relationship- link through from corporate website and back
• Integrate with existing systems and roadside publicity
• Add as a module to existing Trapeze solutions
• Build passenger confidence
• Achieve modal shift
• Easy integration with existing journey plan engines
• Easy integration with existing real time systems

£75,500 an instance

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

100674008964317

Contact

Colin Urquhart
07384241680
tenders@trapezegroup.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Novus FX and Novus RT
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: Modern browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Calls and emails are acknowledged immediately. Best practice SLAs apply.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard support service (no extra cost, with account manager and support engineers):; Priority Level 1 Resolution time (days) 2 ; A reported problem in the Software, or one of its necessary components, has caused the Software to cease function or has caused a complete system shutdown. The incident may result in a downtime and prohibit the Trapeze Customer from carrying on procedures crucial to the operations are immediately addressed. ; ; Priority Level 2 Resolution time (days) 3; A reported problem in the Software or one of its necessary components has caused a serious disruption of a major business function and cannot be temporarily solved by an alternative method or 'work around'. ; ; Priority Level 3 Resolution time (days) 5; A reported problem or query in the Software, or one of its necessary components, which cannot be temporarily solved by an alternative method or 'work around'. ; ; Priority Level 4 Resolution time (days) 5; A reported problem, question, desire, request, etc. which is not included in the definitions of Priority 1-3 and demands less immediate attention than said priorities. ; ; Priority Level 5 Resolution time (days) Next upgrade; A problem of cosmetic nature that may be corrected in the next release of the software.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: User guides and training, online self-service portal
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Export into standard data exchange formats such as .csv files or data migration is available as a separate service.
• End-of-contract process: Once the contract has ended, access to the browser-based system is revoked. All client data is deleted.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Difference in screen layout, no difference in functionality.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Select language. Modify screen layout. Change styling to meet corporate branding. Third-party data sources can be incorporated.

Scaling

• Independence of resources: Capacity is designated in order to provide service to the required number of users.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics are available through browser tools such as Google analytics.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: There is no data export as standard.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Within Azure we have client separation through resource groups that include localised virtual networks.
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Access Lists on VLAN, ; Fire Walls, ; Network scanning for vulnerabilities

Availability and resilience

• Guaranteed availability: Minimum is 99.5 but can go up to 99.9 at customer request under separate agreement.
• Approach to resilience: Failover lines, ; Failover firewalls, ; Resilient switches.
• Outage reporting: All servers are monitored 24/7 with email and text alerts if there is an outage. Run via Uptrends which tests accessibility globally.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: The system is a public-facing website delivering public transport information and as such is completely open access. The online ticketing support system holds its own passwords which are fully encrypted within the database. The password policy is enforceable and includes reset & expiry features.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 08/04/2024
• What the ISO/IEC 27001 doesn’t cover: Scope covers all activities involving client data, not internal systems.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 9001:2015

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: It is the policy of Trapeze Group UK Ltd to ensure: ; >Confidentiality of information is maintained ; >Integrity of information through protection from unauthorised modification ; >Availability of information to authorized users when needed ; >Information is protected against unauthorised access ; >Information is not disclosed to unauthorized persons through deliberate or careless action ; >Regulatory and legislative requirements will be met ; >Business continuity plans are produced, maintained and tested as far as practically possible ; >Information security training is given to all Employees maintaining the hosting centre environment ; >All breaches of information security and suspected weaknesses are reported and investigated ; ; Induction and ongoing training via an audited on-line course ensure awareness of GDPR and security. There is an appointed Data Protection Officer. responsibility for adherence to policy lies at board level.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We manage change through our ITSM tool following the ITIL defined process. The Service Desk Manager working with the IT Manager ensures that the underlying infrastructure is managed using industry best practice procedures to prevent adverse impacts on security.; ; In order for changes to progress smoothly, a planning stage includes:; • Identification of issues; • Scope definition; • Gap analysis; • Estimating; • Timeframes; • Resourcing; • Success criteria; Once the change has been defined, often working with you to fully understand the what and why, the plan is shared and explained to all stakeholders.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We ensure up to date patching is applied to both the OS and the application.; ; We use an industry standard tool for confirming known vulnerabilities are identified and addressed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a combination of Rapid7 IVM and IDR which proactively scan for vulnerabilities and security related events. This reports back to a central management portal. A detailed risk analysis is provided by Rapid7 IDR and if deemed to be major, the major incident policy is invoked. Incident management and incident response teams are convened. An investigation will assess the implications. Once the root cause has been identified, a permanent solution will be put in place and the incident is closed. We also use Crowdstrike for rogue behaviour detection along with a managed service that protects the infrastructure 24/7
• Incident management type: Supplier-defined controls
• Incident management approach: We work within ISO27001 / ITIL frameworks. An incident is anything out-of-the-normal occurring that negatively affects us or one of our customers.; ; Users can report incidents via web portal, email or phone.; ; Major incidents are dealt with by two teams: The Response Team ensure that all necessary remedial actions are taken as quickly and effectively as possible; the Management Team allows the Response Team to focus on fixing the incident whilst they take strategic decisions, ensure resourcing for the Response Team and deal with external communications. Incident Management is an iterative process: Preparation > Identification > Response > Lessons Learned

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Trapeze invest in a carbon offset scheme, tree planting etc...

  Wellbeing

  Trapeze have a number of wellbeing initiatives which we run for our staff. These include a 'Healthy Minds' steering group with monthly meetings open to all staff, and trained mental heath first aiders.

Pricing

• Price: £75,500 an instance
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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