Fujitsu Services Limited

Fujitsu Cloud HOPS

Fujitsu Cloud HOPS will provide you with an integrated service for managing customer bus and rail journey transactions within a smart ticketing environment, operating to the latest ITSO government standards. Fujitsu Cloud HOPS can be used by public and private transport authorities to manage concessionary and commercial ticketing customers.

Features

• UK government ITSO standard compliant
• Customer/smart media record management
• ITSO Action Listing and Hot Listing supported
• Smart journey record processing
• ITSO Shell and Product Account Management
• Integration to ITSO POST (P2H), HOPS (H2H) and ISMS systems
• Remote web portal access for users
• Real time reporting on ITSO data and operations
• Interfaces to Fujitsu services: CMS, portal, ABT and POST (optional)
• APIs for integration with third party solutions (e.g. reimbursement systems)

Benefits

• Low total cost of ownership
• Proven , reliable, scalable and performant solution
• UK-based Service Desk 5 days per week and optional 24/7
• Full hosted secure managed UK-based service
• Bus and Rail transaction management and processing
• RSP3002 fulfilment service compatible for rail ticketing
• Provides fulfilment channels for online purchases
• Fraud detection and prevention including reporting and hotlisting
• Over 15 years of ITSO expertise and successful HOPS delivery

£0.00 a unit

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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

133866278992700

Contact

Sam Skinner
07867829234
government.frameworks@fujitsu.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Fujitsu Cloud CMS,; Fujitsu Cloud ABT,; Fujitsu Cloud Remote POST
• Cloud deployment model: Hybrid cloud
• Service constraints: Subject to agreed planned maintenance for new releases and or bug fixes
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Automated response within 15 minutes. Call resolution time governed by agreed service levels.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: The Cloud HOPS support levels including: -; ; % Service Level Availability ranging from 95%; Service Desk availability is as follows: -; Mon - Friday 07:00 - 17:30,; Saturday 09:00 - 17:30 and; Sunday 10:00-16:00
• Support available to third parties: No

Onboarding and offboarding

• Getting started: On site training and user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is provided by Fujitsu as is provided in a standard CSV format, or another format agreed with the customer.
• End-of-contract process: Provision of standard files of customer owned data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Users can instigate ITSO functionality, and can also receive ITSO data feeds.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The Cloud HOPS is a virtual cloud service which can scale to meet customer demand, Fujitsu network monitoring ensures the Cloud HOPS capacity meets the agreed service capacity needed for the customer.

Analytics

• Service usage metrics: Yes
• Metrics types: Provided as standard end of month service performance report
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: Data is provided by Fujitsu as is provided in a standard CSV format, or another format agreed with the customer.
• Data export formats: CSV
• Data import formats: CSV

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: The Fujitsu Cloud HOPS is provided on a 95% service level availability with a service credit regime to compensate for poor performance.
• Approach to resilience: The Fujitsu Cloud HOPS has a secondary (DR) services to provide service resilience in the event of a system disaster.
• Outage reporting: The Fujitsu Service Desk will inform customers (by email and phone) directly in the event of an unplanned system outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the Cloud HOPS is via the following :; ; Fujitsu issued SSL certificate; Fujitsu issued User name and password; Support is provided to licenced customers via the Fujitsu Service Desk which operates 7 days per week
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 06/01/2022
• What the ISO/IEC 27001 doesn’t cover: Anything that is not included within the scope of the ISO 27001 certification is not covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: ISO 27001; ISO 9001; ISO 14001; PCI V3

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Fujitsu operates its own change management process, reviewed and assessed at a monthly Change Advisory Board (CAB). A change manager plans and tracks the new releases and changes over their lifecycle.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Fujitsu operates a continuous threat assessment process for its business from software security violation monitoring (using Nexus), network vulnerability scanner (using solar winds) and annual pen testing using external security agencies.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Fujitsu operations working closely with infrastructure monitoring and review identified security issues and weaknesses. These are graded against an agreed criticality scale and those items identified as critical are schedule for resolution and owned by head of department. For example identified software security vulnerabilities are automatically scanned, scored and addressed as part of the continuous improvement policies.
• Incident management type: Supplier-defined controls
• Incident management approach: Fujitsu has established predefined and documented incident management process, the Fujitsu Service Desk is available 7 days per week to enable customer to contact Fujitsu to report an incident. Incident reporting in managed via the incident manager and service desk and depending on the severity of the incident can be as frequent as hourly.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Covid-19 recovery

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Tackling economic inequality

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Equal opportunity

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Wellbeing

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Pricing

• Price: £0.00 a unit
• 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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.