NotLost

NotLost - TfL's lost and found property management platform

NotLost is transforming lost and found management from a recurring problem into a fast and simple process for businesses. Free up valuable staff time, return more items of lost property, deliver an excellent customer experience and recoup the costs of managing lost property.

Features

• Image recognition software for quickly registering found items
• Powerful searching when handling customer enquiries
• Matching engine compares lost and found reports automatically
• Self-checkout for customers to select return options and make payment
• Integrated postage system for easy returns
• Detailed reporting dashboard
• Customisable fields and outbound customer emails
• Configurable workflow rules for automating repeat tasks
• Real-time visibility across multiple access points and centralised enquiry management
• Digital receipt and audit trail for all items and users

Benefits

• Deliver memorable moments for your customers
• Reduce time spent managing lost and found by 50-80%
• Recoup costs and generate additional revenue
• Help your team by implementing a consistent process
• Generate positive customer feedback and reviews
• Establish best practices in lost and found management
• Respond to internal audits and external regulations
• Active development team with regular product updates
• Simple, intuitive design with training videos and guides

£10 a licence a month

• Education pricing available
• Free trial available

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

Framework

G-Cloud 13

Service ID

197480137532380

Contact

Sam Nash
07842414880
sam@notlost.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Updates are commonly applied without any downtime to end users. NotLost will notify users of any planned outages.
• System requirements:
  • Internet connection
  • Internet Browser - Safari, Firefox, Internet Explorer, Chrome, Opera

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: One working day Mon-Friday
• 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, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: We use Drift integrated Chat. Any queries are direct to the NotLost team
• Onsite support: Yes, at extra cost
• Support levels: NotLost provides an account manager who is accessible via phone, email or video call 9 am - 5 pm weekdays. The account managers work closely with our product team so can also provide technical support.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Training videos and user guides are embedded in the "helphub" in the platform.; ; Online 'screen sharing' training / webinars can be provided. ; ; For larger teams, training days and bespoke materials can be organised.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: CSV export.
• End-of-contract process: All found item reports can be provided as a CSV file. Images will not be included. Service provided at no extra cost.

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 same functionality is provided in the platform regardless of device. The platform has been designed with mobile in mind.; ; When taking photos or uploading images the experience is slightly different on a mobile or tablet, as PC's /laptops do not all have cameras.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Clients can use our APIs to integrate our functionality with third party software.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Account profile, roles/access and storage locations can be customised by administrators.; ; System allows for multiple configurable fields for data capture for both item registration and customer enquiry.; ; Outbound email content and customer-facing web enquiry form are also configurable.; ; NotLost's development team can support 'customisations' and integrations.

Scaling

• Independence of resources: Verticle scaling of AWS servers. Additional resources are deployed automatically. We also continuously monitor our servers, API gateways and endpoints.

Analytics

• Service usage metrics: Yes
• Metrics types: All reported item data
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Schedule an export via their account manager
• 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: Platform uptime guarantee: 90% availability during the hours of 9am to 5pm Mon-Fri (excluding planned outages).
• Approach to resilience: NotLost servers are hosted in the EU, currently with Amazon Web Services.; Amazon’s data centers operate in alignment with the Tier III+ guidelines. ; AWS will use commercially reasonable efforts to make Amazon EC2 and Amazon EBS each available with a Monthly Uptime Percentage of at least 99.99%
• Outage reporting: Outages are reported to NotLost via email alerts.

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: Each user is individually identified, authenticated and all actions audited. Role Based Access control is managed by administrators and users' access can be disabled, roles changed, or access revoked. ; Access to the database is not permitted, even to management or account managers.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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 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: Less than 1 month

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: Self-assessment
• PCI DSS accreditation date: 26/11/2018
• What the PCI DSS doesn’t cover: We are a Card-not-present Merchants, All Cardholder Data Functions Fully are Outsourced
• 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: No
• Security governance approach: NotLost are compliant with EU data schemes and laws such as GDPR. Our primary tech subcontractor is ISO27001 compliant and our developers follow ISO 27001.
• Information security policies and processes: Written Information Security Policy. ; Security Incident/Breach Response Plan. ; Data Retention Plan. ; Disaster Recovery Plan. ; Security Plan for on-site/physical security.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: NotLost follow an AGILE scrum methodology, managed by the Head of Product who reports directly to the board. Security reviews are part of the development process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS provides secure hosting infrastructure. ; NotLost receives open source threat feed information.; Patches, bug fixes and updates are usually deployed every two weeks. High risk patches will be prioritised and deployed as soon as possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: NotLost responds to incidents immediately, as soon as they're detected. A variety of monitoring services are used to ensure NotLost are notified as soon as possible of any incident or downtime.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a pre-defined process for managing incidents.; Users report incidents directly to their account manager. ; Issues are recorded and prioritised by the Head of Product.; All relevant parties are notified as required by internal policies such as our Data Breach Response Policy and external standards such as GDPR.

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 partner with organisations to enable all our customers to recycle their unclaimed lost property, reducing the carbon impact associated to lost property.
• Tackling economic inequality:

  Tackling economic inequality

  NotLost have assisted in the formation of a strategic partnership between NWC & The Big Issue to create RAGS. This will be an exciting venture to equip young people and those possibly marginalised by traditional forms of further education to engage in the repurposing and sale/distribution of clothing donated by some of our clients when needing to dispose of unclaimed lost property. We want to actively support these communities and groups to enable them to gain valuable experience and qualifications whilst benefitting the environment through the reduction of waste; water use and the production of carbon.
• Equal opportunity:

  Equal opportunity

  We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by law.
• Wellbeing:

  Wellbeing

  Health and wellbeing are central values for our organisation. We aim to create a health - promoting workplace where our people can be themselves and feel and perform at their best, so we can deliver the exceptional service our customers expect. This means being proactive in empowering our people to prioritise their wellbeing and support those around them in doing the same. ; ; We provide benefits to all our employees that incentivise a healthy lifestyle and have structures in place to ensure the individual wellbeing of our staff.

Pricing

• Price: £10 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access to the system for up to one month.
• Link to free trial: https://notlost.com/request-a-demo/

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