ioki GmbH

ioki Route - Bus Navigator

ioki Route is a line-based bus navigation system that provides the drivers with real-time information about their current bus line, changes and hazards on their route. Bus operators can easily change and adapt lines in case of line changes, construction sites or for rail replacement services.

Features

• Driver-side navigation system for buses
• Driver app with integrated turn-by-turn navigation system
• A clear and user-friendly control centre for operators
• Bus route & detour management for operations centres
• Real-time updates to routes
• Import of route and bus stop data
• Setup of location-based warnings for drivers
• Reduced psychological stress of drivers
• Bus route and stop editor
• Web browser based application

Benefits

• Easy access to driver app through every Android device
• Easy-to-use, intuitive navigation experience
• All major European languages available in the app
• Instant communication between operations centre and driver
• Digital and flexible planning and management of bus routes
• Temporary routes can be easily created and managed
• Easy to access via the web browser
• Reduced psychological stress of drivers
• Reduced training cost
• Drivers can be deployed any time on unfamiliar routes

£44.10 to £54.50 a licence a month

• 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 sales@ioki.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

273638158705577

Contact

Christopher Tellkamp
+4915237528412
sales@ioki.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: Product set-up currently takes about 10 days, depending on the individual needs of the customer.; ; Our driver app is only available for Android devices.; ; In addition to the main contract, we must be individually entrusted with the processing of the data through a data processing contract.
• System requirements:
  • Hardware android tablet or phone for driver app
  • Latest version of any common Internet browser for Control Centre
  • Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support from Monday - Friday from 08:00 a.m. to 04:00 p.m. GMT (09:00 a.m. to 05:00 p.m. CET).; ; This includes a training on how to use all components of the system (driver app and control centre); ; Throughout the training overview, the customer will receive access to the live version of the system, allowing them to become acquainted with all functionalities. Additionally, we offer optional supplementary training courses, available for separate order.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: The ioki Route Helpdesk is the central point of contact for all incoming service requests. These may be support or fault requests relating to the product (ioki Route App, ioki Route Control) in the form of:; - Bug Reports: Fault and/or malfunction in the ioki Route App or in ioki Route Control; - Feature Request: New product requirements that the customer would like to have implemented.; - Change Request: Product settings that can be fulfilled with existing functions and settings; ; Who can contact the Helpdesk?; Administrative operating personnel.; ; When and how can I contact the Helpdesk?; By email Monday - Friday 08:00 a.m. to 04:00 p.m. GMT.; ; The communication channels are as follows:; - Communication of faults: route-incident@ioki.com; - Communication of general Helpdesk requests: route-support@ioki.com; - Availability of the ioki Route operating system via https://ioki.statuspage.io/.; - If required, direct access to the Zammad support tool can be set up. Please contact us if desired.; ; What information does the Helpdesk need?; A detailed description of the issue/problem, links to ioki Route Control, ioki Route App version number, IDs (line ID, stop ID, etc.) and the data of the device used (model and Android version number, browser).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support the customer with the initial upload of their route data and check the quality of the import. The customer can add additional lines and routes later by themselves. ; We support the following formats for data import: ; ; GTFS; ; ISA 5.1; ; ISA 5.7; ; DINO 2.1; ; It is important that, if possible, geometry data of the route is included in the provided data to ensure a good data quality. Furthermore, the data should be provided in the WGS84 projection. ; ; If the customer is unable to provide any of these formats, we can also use publicly available data from OpenStreetMaps. Depending on availability, stops or lines can be imported with this method. In addition to the import, all data can be created and edited via our Control Centre.; ; We provide Control Centre users with a complimentary online training session to aid in their initial setup. Throughout the session, we will demonstrate all typical use cases and address any specific requirements the customer may have.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users do not have the capability to export their data. This feature would offer no advantage since the data was initially imported by the client.
• End-of-contract process: At the conclusion of the contract, the licence also expires. However, our clients have the option to extend both the licence and the main contract if desired.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our system consists of two applications.; ; The Control Centre works on any browser.; ; The Driver App is available for Android devices.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Control Centre (interface to operations centres) provides the operator with information on bus routes, warnings and stops and provides an editor for said routes. Our system facilitates clear and detailed route planning for the bus fleet and provides a wide range of options. With the Control Centre the operator keeps a close eye on all routes at all times and can optimise any settings ad-hoc. New driver devices can be added through the Contol Centre. New data can be imported at any time.; In this way, all system-related tasks can be fulfilled using a single tool.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is accessible via usual inputs via browser (Control Centre) and Android (App).
• Accessibility testing: Usability tests have been conducted with bus drivers. Suggested improvements have been implemented already.
• API: No
• Customisation available: Yes
• Description of customisation: The service is customised, e.g. with clients routes and warnings.

Scaling

• Independence of resources: We rely on OpenStack with Ubuntu machines as its provisioning system. Here, our backend is operated using Docker Containers, which are orchestrated using Docker Swarm. Together with the load balancer HAProxy, this enables a system that scales automatically during peak loads. This process is constantly monitored by our performance monitoring solution "New Relic".

Analytics

• Service usage metrics: Yes
• Metrics types: Ioki Route shows which devices are active and which are not.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• 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
• 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: Users cannot export their data. This would provide no benefit as the data has been imported by the client at the beginning.
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats:
  • GTFS
  • ISA 5.1
  • ISA 5.7
  • DINO 2.1
  • OSM

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Our network is divided into several isolated backnets. Each backnet covers a specific use case and servers can not overreach from their backnet into another.

Availability and resilience

• Guaranteed availability: Ioki Route is a recently launched product, and as of May 2024, we are in the process of scaling up. We have not yet established guaranteed availability.
• Approach to resilience: This information is available on request.
• Outage reporting: The supplier will set up a webservice in order to give access to a dashboard for the Client Platform Availability. Furthermore, the client will get access to a webpage for pro-active Supplier Incident Reports.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access to the control centre is protected by 2-factor authentication, which is set up by us. If authentication via a smartphone app cannot be used, necessary tokens can be set up. ; Therefore, our demo, production and staging environment are only accessible to authorised persons and with unique ID.; ; Only registered management users can contact our support channels.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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 receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• 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: ESecurity-Cert GmbH
• ISO/IEC 27001 accreditation date: 01/11/2022
• What the ISO/IEC 27001 doesn’t cover: In order to provide you with a better picture in this respect, we would rather list what the scope of our ISO/IEC 27001 certification includes: Demand-responsive, platform development, software development process, backend with interlocking, passenger, driver, operator app (data center with infrastructure).
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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
• Information security policies and processes: * Official approval process for policies compliant with ISO 27001 from legal and IT security perspective ; * Official approval process for software and services from legal and IT security perspective (ISDS board); * Company-wide viewable catalogue with approved software and usage conditions; * Company-wide viewable internal website that covers all policies regarding IT security

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components (and their 3rd party dependencies) are automatically tracked and the respective teams are automatically notified about updates and/or security releases.; ; Since we live "configuration through code" in all of our components, the dependency tracker will also automatically open up a change request to be reviewed by a team member.; ; All these changes are covered up by an extensive test suite (> 95% code coverage for the backend) and our IT security team.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We are connected to a CVE database as well as to multiple dependecy management systems for our components.; These data sources usually already provide insights about the severity of a potential threat. We then follow up on these with the individual dev teams, supported by our IT security team.; ; We have a well defined CI pipeline with an extensive test suite. We can deploy with confidence, half-automatically (one single command) within 5 min.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All servers and network traffic are constantly monitored and logs are stored in a central, fully-searchable system with alerting based on content or frequency of certain messages/requests.; ; In case of a potential compromise our IT-security-team will examine our audit and log systems, which data was vulnerable/exposed/manipulated.; Manipulated data would/could be restored.; If the compromise is ongoing, we might disconnect affected parts of the system from public access.; All findings are reviewed by our data-security and legal advisor. If a breach is found, we would inform the corresponding customers.; ; This process starts within minutes after a potential compromise is identified.
• Incident management type: Supplier-defined controls
• Incident management approach: * 24/7 standby team of back-end engineers and devops people; * Pager duty management system with automated escalation policies connected to our monitoring systems; * Status page and in-app alerts in case of performance degradation or service interruption; ; *Users can report incidents, to the Helpdesk. The incidents are classified by their criticality. The reaction times are handled contractual with service level agreements taking the classification into account. We can give an overview on how many incidents are being sent in, classified by their criticality, with reaction time.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ioki Route represents a groundbreaking approach to bus navigation, aligning closely with ioki's commitment to enhancing mobility's efficiency, sustainability, and accessibility. By streamlining bus routes and schedules, ioki Route plays a pivotal role in curbing the carbon footprint of public transit. It minimises unnecessary bus trips, such as those resulting from missed stops or unfamiliar routes, thereby reducing overall mileage, particularly important as buses predominantly rely on fossil fuels.; ; Moreover, combating climate change necessitates a substantial shift in mobility patterns, emphasizing increased reliance on public transportation over private vehicles. However, this transition faces the significant hurdle of a shortage of bus drivers, requiring multifaceted solutions. One such solution involves enhancing training efficiency while minimizing training hours, a goal in which ioki Route excels. By expediting and improving the onboarding process for drivers, ioki Route contributes to the evolution of mobility practices.; ; Furthermore, ioki Route obviates the need for printed updates to bus routes or lines by seamlessly integrating changes into its Control Center. This not only reduces paper consumption within the bus operations sector but also underscores a commitment to a more sustainable future.

  Tackling economic inequality

  When addressing economic inequality within our organisation, ioki prioritises supporting contract workers through various means. This includes offering career guidance and pathways for contract staff to progress within their roles, particularly focusing on areas where there is a demand for skills. We provide mentoring, coaching, professional development budgets, and in-house learning opportunities. Additionally, we facilitate regular meet-ups covering tech and mobility topics with external communities, encouraging our employees' participation.; ; Recognising the importance of training and apprenticeships, ioki also offers opportunities for career changers, students pursuing Master's or Bachelor's degrees, and trainees. Approximately 10% of our workforce comprises students. We support the attainment of education certificates relevant to contracts, addressing skill gaps and leading to recognised qualifications. Furthermore, we invest in training schemes to expand our business portfolio into areas such as autonomous transport and software. Continuous skill development is a core value at ioki.; ; From the perspective of our ioki Route service, we acknowledge that economically disadvantaged segments of the population often rely on public transportation due to limited access to personal vehicles. However, the quality and reliability of existing public transit services can be lacking. By ensuring bus drivers adhere to routes, avoid unnecessary detours, and are alerted to potential hazards, ioki Route enhances the reliability and quality of public transportation. This, in turn, facilitates easier access for economically disadvantaged individuals to use public transport as their primary mode of transportation.

  Equal opportunity

  Dependable and widely accessible public transport services contribute to a fairer society by ensuring transportation options are available to all. ioki Route enhances the reliability of current public transport services, facilitating bus drivers' punctuality and reducing incidents.; ; Moreover, within our organisation, we recognise the importance of raising awareness and accommodating the needs of individuals with certain conditions and disabilities. We strive to understand the experiences of both employees and passengers with conditions like blindness, and actively seek ways to diminish barriers for them. This entails creating an inclusive work environment where the unique needs of disabled individuals are acknowledged, such as through diversity discussions.; ; In our recruitment processes, we engage a Representative for Severely Disabled Persons who advises us on applicants with disabilities and promotes awareness throughout the hiring process. Additionally, our recruitment team receives regular training on topics related to disabilities among staff and applicants, ensuring sensitivity and inclusivity in our approach.

  Wellbeing

  Inexperienced or non-English speaking bus drivers may face challenges that impact both their own well-being and that of passengers. These challenges can arise when learning new routes, navigating unfamiliar environments where the language is not understood, or covering shifts for absent colleagues. Such stressors significantly hinder drivers' ability to operate buses safely and reliably. ioki Route's navigation system, with its real-time updates and warnings on route changes, instils confidence in drivers by ensuring that routes are specifically tailored by the operations centre. Additionally, the ioki Route driver app offers support in over 20 languages, reducing the likelihood of navigational errors and enhancing drivers' comfort during shifts.; ; In terms of community integration in our products and services, we prioritise understanding local social demographics and incorporating them accordingly. This includes offering services and applications in local languages and engaging local stakeholders and end users through surveys. Our applications feature customer service interfaces for direct communication with support, facilitating feedback review. Community engagement is a central focus, with events organized to foster interaction between ioki and stakeholders, providing opportunities for feedback and strengthening B2B relationships.; ; At ioki, we advocate for health and well-being by promoting flexible work schedules, remote work options, and health initiatives such as meditation and yoga classes. Employees also have access to company bikes and discounted holiday and leisure activities, reinforcing our commitment to supporting their overall wellness.

Pricing

• Price: £44.10 to £54.50 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Upload of stop data, access to Control Centre with ability to change routes and upload warnings, QR code to link the drivers app. Access is three weeks unless agreed in advance.; The free trial can be requested via the internet address provided below.
• Link to free trial: https://ioki.com/en/contact/

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