Access Paysuite Limited

Pay360 Counter Receipting

Face to face payments. Part of Pay360’s Payments Service which includes Income Management, Telephone Payments, Counter Receipting, Direct Debits, Mobile Payments and Online Store. Delivering integrated payment solutions for Local Government, Housing, Health and Education. Compatible with Revenues & Benefits, Civica, Northgate, Adelante, ABS, WPM and Capita Integra.

Features

• Face to face payments by Chip and PIN, cash, cheque.
• Fully integrated Chip and PIN with P2Pe.
• Account balance retrieval and lookup facility.
• Reference number validation – including check digit.
• Historic transaction search and refund functionality.
• Comprehensive configuration options.
• Extensive list of standard reports, easy to create your own.
• Browser-based – accessible from any authorised PC on the network.
• Can be deployed in a call centre environment.
• Set up planned payment schedules for automatic collection.

Benefits

• Quick and easy to use over the counter payments service.
• Removes card data for your organisation’s infrastructure.
• Hosted in a PCI DSS data centre, removing PCI implications
• Supports latest card security measures.
• Easy and intuitive for your staff members to use.
• Compliant to WCAG 2.1 standards.
• Available as a portal with front-end capturing customer details.
• Rapidly deployed with an easy-to-use and intuitive user interface.

£0.05 a transaction

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 natalie.gilesgrant@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

148674213018978

Contact

Natalie Giles-Grant
01206322575
natalie.gilesgrant@theaccessgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Scheduled maintenance is carried out in the early morning of the third Sunday in every month. Reminders are communicated to key customer contacts in advance – this allows us to apply key routine security patch updates to our managed infrastructure. We also apply software upgrades from time to time – again these are communicated well in advance and carried out at times when there is little demand on the service.
• System requirements:
  • Accessible via browser.
  • Chip and PIN requires client install.
  • Email pay application requires access to your SMTP relay service.
  • Email pay application may require access to your SMS service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Pay360 has a dedicated Help Desk which is able to answer many queries immediately over the telephone and is available Mon-Fri from 08:00 to 18:00, excluding English public holidays. Issues are prioritised and target times for resolution take into account the severity. We do not provide a manned Help Desk at weekends.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Priorities have target times for response – High 4 Hours, Medium 24 Hours, Low 4 working days. There is no variation in support levels – all customers get the same. The Help Desk has access to personnel with the requisite technical and cloud expertise.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: For all those services that are used by customer employees we provide on-site training – this is typically delivered on a train-the-trainer basis where we train selected personnel who then cascade the information on to appropriate colleagues. This can be delivered either on-site or via a webinar. We also provide User Guides. For services accessed directly by members of the public, formal training would be impractical, although the user interface is very straightforward and easily understood.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Depending on the data required, authorised users would be able to export in file format, we can assist with this if required. Details such as credit/ debit card details cannot be made available.
• End-of-contract process: Access to existing services would be blocked for applicable organisations on termination of contract. No specific charge is applied for such offboarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Accessible via browser.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None to date - although we are happy to consider for any appropriate technology on request.
• API: Yes
• What users can and can't do using the API: Many instances of API are supported for a variety of purposes – examples covering specific requirements can be made available.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can define a variety of features such as, funds/ services that can be paid for/ methods of payment/ employee user access and account validation rules. These are available through pages provided to authorised ‘administrator’ users.

Scaling

• Independence of resources: The way we present our service is multi-tenanted as such other customers and users are using the same infrastructure. We constantly monitor usage levels and predict trends and are well-placed to identify and react to any unexpected peak in service.

Analytics

• Service usage metrics: Yes
• Metrics types: A Monthly Availability Report is provided on request to customers reporting on the availability % of the services they use. Availability is calculated based upon the number of minutes available in a month minus any downtime experienced and converted into a %.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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
  • Other
• Other data at rest protection approach: Physical access control complies with PCI standards. We do not encrypt all data, only specific data (largely for PCI) such as the Primary Account Number (PAN), also for some emails and names.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Application can be customised to export data to feed external systems, and these can be run as a scheduled process.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Fixed format
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: Fixed format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: All connections into our service are by public internet using TLS1.2 in line with PCI guidelines.
• Data protection within supplier network: Other
• Other protection within supplier network: Applications in the DMZ pass data over SQL direct connections and HTTPS to the authorisation service and the SQL server. We protect the data by ensuring that this traffic is only internal to the network and not externally accessible or transmitted; our internal PCI network is ‘ring fenced’ from all other users’ network traffic.

Availability and resilience

• Guaranteed availability: Our availability target is 99.5% as a 3-month rolling target, excluding planned maintenance windows, and are communicated in advance. We do not offer service credits or subscribe to any penalties as part of our standard service offering.
• Approach to resilience: Service is resilient within our twin data centres, using an Active/ Passive approach. Failure of a data centre would result in invocation of a formalised Disaster Recovery Plan.
• Outage reporting: Emails are the primary form of communication, a dashboard is also available.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Configurable through application by authorised ‘administrator’ users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 23/08/2021
• What the ISO/IEC 27001 doesn’t cover: We have been ISO certified for several years and not only do we adhere to the certification we continually look for improvement opportunities.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Nettitude
• PCI DSS accreditation date: 10/12/2021
• What the PCI DSS doesn’t cover: The rigorous demands of a PCI DSS certification demonstrate that all aspects around card handling and security are seen to be compliant.
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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
  • Other
• Other security governance standards: PCI-DSS
• Information security policies and processes: Pay360 conforms to group information security policies at high level and divisional information security managers cascade group changes down to sites. There are also local site information security policies and the security officer on-site ensures policies are followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes and additions to infrastructure or any release component are captured down to component/ version level via a change management process within which changes are recorded via electronic request for change submissions. This process incorporates full business stakeholder sign-off via a CAB (Change Advisory Board) which includes full impact and risk assessment with emphasis on security.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We consistently meet the stringent demands that are dictated by the PCI DSS annual assessment and in doing so must be able to demonstrate our position as to how we ensure that we have the rigid policies in place to manage assessment of threats, deployment of patches and obtaining information about potential threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential compromises are identified from a layered approach of Intrusion Prevention Systems (IPS), firewall alerting, centralised logging and system performance monitoring. A security incident response plan is in place to respond to a potential compromise. Any incident, whether it be security or impact of service related, is acted upon as soon as it is discovered. There is a 24/7 employee alerting process.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an internal process that is designed to cover common events, including escalation, communication and resolution management.

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

Social Value

• Fighting climate change:

  Fighting climate change

  We work hard to reduce the environmental impact of our operations; our people play their part by using less energy, travelling less and recycling. Working with our clients and partners, we support them to reduce their own emissions and transition to a low-carbon economy.; ; We’ve set science-based targets, accredited by the Science-Based Target Initiative (SBTi) to align with a 1.5°C pathway and have set targets to:• Reduce absolute Scope 1, 2 and 3 (business travel) greenhouse gas (GHG) emissions 46% by 2030 from a 2019 base year. • Ensure that 50% of our suppliers by spend covering purchased goods and services and capital goods will have science-based targets by 2025.; ; We will achieve these targets by: ; •Consolidating our property portfolio, exiting inefficient properties in favour of a hub-and spoke model to accommodate employee and client needs.; •Investing in energy-efficient projects, including: LED lighting; upgrading building management controls; and replacing inefficient chillers and pumps. ; •Investing in renewable energy projects directly or via our landlords. ; •Reducing business travel by promoting virtual meeting technology, transitioning to electric fleet vehicles. ; •Encouraging our suppliers to set ambitious plans to tackle climate change and reduce emissions.; ; Reducing our business travel; In 2020, we began to transition our fleet vehicles to lower emission vehicles. Our fleet has changed significantly; in 2019 99% of our vehicles were diesel, whereas now we have 77%. Consequently, there has been an increase in electric or hybrid vehicles from 1% to 23% in the same period with this trend continuing with 53% of vehicles on order being electric or hybrid.; ; Understanding our waste footprint ; We encourage colleagues to reduce, reuse and recycle waste, and we provide facilities to make this possible. Collaborating closely with our waste management partners, we will continue to target a 75% recycling rate and zero waste to landfill.
• Covid-19 recovery:

  Covid-19 recovery

  The Covid-19 pandemic has brought unprecedented challenges to the way we live and work. For our wider stakeholders, our response has been to anticipate and respond to their needs–guided by our purpose–to create better outcomes.; ; Ensuring young people can continue their education during lockdown; Partnering with Microsoft and Google, our education teams supported the Department for Education’s Platform Provisioning Programme to fund and deploy digital learning platforms to every school that needed it during the Covid-19 pandemic.; ; Partnering with Business2Schools and our corporate charity partner, Teach First, we’re donating laptops and IT equipment to schools throughout the UK, to support children to continue their learning while at home.; ; Helping businesses get back on their feet; We supported the roll-out of new government initiatives to provide financial support to the business community, setting up an efficient online claims process to provide £500m of grants at speed.; ; Remaining close to our charity partners; We remained close to our charity partners, Teach First and Young Enterprise, to help them adapt to these unprecedented challenges and to play our part in equipping young people with the skills they need to succeed in the workplace.; ; Supporting our small and medium-sized business suppliers; 91% of our total supply chain are small and medium-sized enterprises (SMEs), including sole traders and micro-organisations. We took steps to ensure that we paid them in line with our payment terms, which are stricter than the government’s Prompt Payment Code.; ; Making our workplaces Covid-19 secure; To ensure we protected our people, in just a matter of weeks we moved the vast majority of them to working from home. We implemented important measures such as banning all but essential travel, introducing special measures for the most vulnerable and providing regularly updated advice to all colleagues about how to stay safe.
• Tackling economic inequality:

  Tackling economic inequality

  Our focus on enhancing social mobility has also never been more important; and, with the economic and social impacts of the pandemic hitting young people especially hard, we have supported over 22,000 young people with essential skills needed for the world of work.; ; We’ve developed online workshops providing information and activities to students on ‘Getting yourself noticed’, ‘Making an application’ and ‘Getting feedback’. The workshops are delivered to schools, initially in low socio-economic areas, to help young people get prepared for the world of work.; ; We’re delighted to be partnering with the Good Things Foundation to help people in communities across the UK improve their lives through digital, developing a blueprint for public, private and third sector collaboration. Digital confidence and skills are now fundamental for everyone and we want to be part of ensuring an inclusive economic recovery.; ; As part of the Tech She Can Charter, Capita is part of 174 organisations championing careers in technology to young women at school. In the past two years, the programme has provided teacher toolkits and lesson plans to support schools in educating and inspiring pupils aged between 9 and 14 on how technology is used in different sectors, and the breadth and depth of technology careers. Access to the lessons is free to schools and parents.; ; Additionally, Capita is a signatory of the Tech Talent Charter, a commitment by organisations to work together to increase the inclusion and diversity of the tech workforce in the UK. At Capita, we have been developing our technology career paths through apprenticeships and graduate programmes.
• Equal opportunity:

  Equal opportunity

  We are committed to promoting diversity/ensuring nobody discriminates against individuals/groups under the Equality Act 2010. Promoting equality/inclusion is essential to being a responsible business/creating better outcomes for all. ; ; We have demonstrated our commitment to disability inclusion by signing up to the Disability Confident Scheme. Our personal independence business, which supports with disability through our work for DWP, has implemented measures across recruitment, working arrangements and employee training, to become a disability confident leader.; ; We have sustainable representation of ethnic diversity reflecting the communities we operate in and commit to a 15% Black/Asian and ethnic minority representation across all levels, reflected by the makeup of our executive team. To identify/tackle inequality, we implemented mandatory learning on unconscious bias, to ensure we continue to breakdown stereotypes/unconscious thoughts, when recruiting, promoting, and upskilling staff. ; ; We promote diversity via employee networks, learning, engagement, people, and leadership. We have established internal network groups (gender, ethnicity, faith, LGBTQ+ and disability) to ensure we continually educate and develop our people. ; ; In relation to Modern Slavery, our suppliers comply with all local laws/regulations providing safe working conditions, treating workers with dignity/respect, acting fairly/ethically and being environmentally responsible. The following policies help us ensure modern slavery is not taking place in our business/supply chains:; •Human Rights Policy: procedures to prevent breaches to human rights standards. ; •Diversity/Inclusion Policy: to foster a fair/inclusive workplace, ensuring discrimination is eliminated. ; •Procurement Policy: what to expect from CBSL when purchasing goods/services and requirements to be met by Suppliers. ; •Code of Conduct: Behaviour standards to create better outcomes. ; •Supplier Charter: How we/suppliers conduct business openly, honestly, and transparently. We are signatories to the UK Government’s Prompt Payment Code, reporting our payment practices and performance to the government every six months. ; •Speak Up Policy: Commitments to speaking up about serious concerns in CBSL/Supply Chain.
• Wellbeing:

  Wellbeing

  Our Wellbeing Framework guides the business on the actions we must take to support our managers and employees to live a well-balanced life. We have developed and implemented e-learning content and virtual labs, such as our R U OK? module, to help managers foster psychological safety, trust, emotional intelligence, resilience and a positive mindset within their teams. We also launched a financial wellbeing application, Level, which provides digital budgeting tools, financial education and guidance.; ; Our Wellbeing Hub, which provides online support and guidance about mental, physical, social and financial issues, as well as promoting our employee assistance programme, that gives our employees access to professional counselling – 24 hours a day. We published our Working Apart But Together pledge, providing support for the increased number of people working from home, and encouraging ongoing connection and engagement. We have marked Mental Health Awareness Week and World Mental Health Day, raising awareness of the support we provide and encouraging our colleagues to start the conversation that ‘it’s ok not to be ok’.

Pricing

• Price: £0.05 a transaction
• 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 natalie.gilesgrant@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.