TOURISM EXCHANGE GREAT BRITAIN LIMITED

TXGB Cloud Platform Support Services

TXGB provides a broad range of supporting services to tourism authorities that wish to accelerate and enhance the use of the TXGB.

These are outside of the services offered in the standard TXGB Terms and Conditions and associated Framework Agreement with Crown Commercial Services.

Features

• Strategic support for tourism authorities and DMOs utilising TXGB
• In depth review of digital, transformation and commercial strategy
• Expert service design and visitor economy transformation support
• Enhanced onboarding support services to accelerate local provider sign-up
• Enhanced communications support to promote TXGB locally
• Research and analysis of local tourism businesses for DMO
• Research and analysis of local booking systems and distribution channels
• Support to develop rich insights from destination data
• Augmentation of TXGB data with 3rd party data-sets
• Fully dispersed remote working service team can scale in destination

Benefits

• Efficient, effective and sustainable strategy for DMOs and tourism authorities
• Improved adoption of cloud technologies for destination marketing organisations
• Improved digital literacy and product distribution for local visitor economy
• Smart destination management using data to inform policies
• Data-driven onboarding strategy with personalised approach to industry engagement
• Benefits realisation achieved sooner with increased volume of suppliers onboarded
• Closer monitoring and reporting on local business onboarding performance

£200.00 a unit a day

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 dan.simmons@txgb.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

146349613751742

Contact

Dan Simmons
0330 223 5050
dan.simmons@txgb.co.uk

Planning

• Planning service: Yes
• How the planning service works: The TXGB team support you through throughout your use of the Tourism Exchange platform, from initial scoping, user needs analysis and market assessments, we will ensure that the value of the TXGB digital booking platform is maximised within your destination, and that adoption is as high as possible. We will co-create a strategic rollout plan that focuses on those requirements that most important to you, whether that is readiness for a chosen campaign or digital adoption within the long tail of the market supporting new experiences and other SMEs. TXGB will help you form a strategy that truly unlocks the potential of your local visitor economy.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: TXGB Destination Cloud Platform

Training

• Training service provided: Yes
• How the training service works: The TXGB team have a flexible approach to training services for use of the Digital Tourism Exchange platform (TXGB). We will work with you to co-create a training programme based on your objectives, your needs, and the demographic of your local stakeholder groups. Some training services are offered as standard for users of the Tourism Exchange platform, but enhanced offerings can be planned to help accelerate onboarding and uptake, or to support education of your local tourism businesses that need more dedicated training support. This can take the form of on site training workshops, online training, group webinars or creation of specific learning materials. TXGB will work with you to deliver something that truly unlocks the potential of your local tourism economy and drives growth for you and your local tourism businesses
• Training is tied to specific services: Yes
• Services the training service works with: TXGB Destination Cloud Platform

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: The TXGB team provide onboarding support services as standard for users of the Tourism Exchange platform, but additional services are available to accelerate supplier acquisition and sign up, or otherwise provide more dedicated onboarding support.; ; Our fully remote customer success team is resourced to onboard businesses to the TXGB platform based on demand, but where there is a specific need for onboard quickly for a specific campaign or initial launch. ; ; We also offer dedicated account management services for regular service review meetings and reporting services.; ; TXGB will work with you to deliver something that truly unlocks the potential of your local tourism economy and drives growth for you and your local tourism businesses

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All requests sent by emails will be automatically be immediately acknowledged via our online ticketing system. ; ; All tickets will be responded to within a target of responding within 4 hours where possible, but no later than 24 hours.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web chat is available via the TXGB website. Users can speak directly with a member of the team during core business hours. Tickets can be raised directly within the web chat function.
• Web chat accessibility testing: Our current web chat provider is working towards WCAG 2.0 AA compliance and the web chat service has features that align to web content accessibility guidelines. The service is accessible to visually impaired users and differently-abled users. Some high-level accessibility features are: Screen Reader compatibility, keyboard navigation, visual focus indictors and sufficient colour contract in compliance with WCAG 2.0 level AA which requires a contrast ratio of at least 4.5:1 for normal text and 3:1 for large text
• Support levels: At TXGB our Service model can vary depending on the needs of our partner. Options As standard, our expert customer success team are at hand to support tourism businesses onboard with the platform and react to any queries, but our Customer Success team will also act in an account management capacity for individual tourism businesses, continue to review platform use and communicating opportunities proactively to optimise the value those businesses can achieve. Our Customer Success team is supplemented by second line application and infrastructure support teams as required, as well as proactive monitoring and alerting services to manage uptime Standard service levels for tourism businesses using the platform are based on a Priority 1 to Priority 4 Service agreement, with associated target response and resolution times.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Stickman Consulting Pty Ltd
• PCI DSS accreditation date: 27/01/2022
• What the PCI DSS doesn’t cover: PCI Compliance covers the use cases within the TXGB booking exchange platform
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  TXGB is a tool to promote the volume of tourism in the UK and the dispersal of tourism in the UK. Both dimensions are key to reducing overseas travel and helping achieve net zero targets. ; ; Our platform is enabling new tourism distribution channels that specialise in slow tourism to create better propositions for UK consumers.; ; As a business TXGB is entirely distributed, meaning employees work from home most of the time and therefore do not contribute to inner city congestion.
• Covid-19 recovery:

  Covid-19 recovery

  We are deeply committed to playing our part in the economic recovery of the UK.TXGB is featured in the Tourism Recovery Plan published by DCMS, as a key tool in driving the economic recovery of the tourism sector - which was one of the sectors worst hit by the COVID pandemic. ; ; Our platform is used by tourism authorities to create bookable campaigns, ensuring Government sponsored campaigns deliver tangible results for businesses. Beyond this our platform connects the fragmented (and as a result of COVID disrupted) distribution network with tourism businesses.
• Tackling economic inequality:

  Tackling economic inequality

  TXGB is a tool to increase the value, volume and dispersal of tourism in the UK market. While the tourism sector in the UK is a huge contributor to GDP, much of the inbound tourism market is focused on London. ; ; TXGB enables the other nations in the UK, and destinations outside London to create a smarter and more connected visitor economy. Ensuring local products are bookable online and featured in the distribution network, to ensure global consumers can easily look and book. ; ; In providing this service and working with tourism authorities our work actively contributes to driving value into the regions of the UK.; ; Beyond this our tooling for local tourism authorities allows them to capture sales commissions that would ordinarily (in most cases) be captured overseas, creating a virtuous loop of funding for local authorities around the UK.
• Equal opportunity:

  Equal opportunity

  At TXGB we are passionately an inclusive and equal opportunities employer. We are determined to ensure that no employee or applicant would receive less favourable treatment or opportunities on the grounds of their age, sex, race, nationality, sexual orientation, gender identify or religion.; We are deeply proud of our contribution to tackling workforce representation and inequality. Since our inception we have continually implemented inclusive recruiting, onboarding and people development processes. Our Smart Recruitment process reflects this. As a fully distributed remote workforce and through our flexible working policies, we actively encourage and support people back in to the workplace.; We have a diverse leadership team with a very flat operating structure, in which every opinion matters and is valued across our organisation. Our open working culture ensures our team are empowered, learn from each other and progress their career in line with business growth.

Pricing

• Price: £200.00 a unit a day
• Discount for educational organisations: 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 dan.simmons@txgb.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.