UNICARD LIMITED

Unicard Smart Ticketing Service

Solution for commercial travel scheme management and ENCTS concessionary travel scheme management with smart ticketing. Includes a cloud-based Customer Management System (CMS), ITSO HOPS, cEMV Ticketing, AMS and Part11 Fulfilment, Customer Portal and App, Reporting, and Support. Delivered as a new cEMV deployment, HOPS deployment, HOPS migration, or HOPS integration.

Features

• Passenger Management, Ticket Management, Travel Management, and Cardholder Management
• Concessionary Travel Scheme Management, English National Concessionary Travel Scheme Compliance
• Commercial Travel Scheme Management
• Full API access and data source integration
• Managed customer registration / managed customer support
• Multi-token capable including ITSO, Barcode ticketing, app, cEMV, QR Code
• Secure browser access
• Real-time data exchange and real-time reporting
• 24/7 support desk
• Fully ITSO certified and ITSO accredited

Benefits

• Fully integrated service for cost reduction and management overhead reduction
• Easy existing ITSO Migration / easy existing systems integration
• Future-proofed development roadmap including Mobility-as-a-Service support
• Low training requirements, easy interface, increased contact centre efficiency
• Turn-key solution, low maintenance system,
• Commercial transport operators, private transport operators, school transport
• Multi-operator configurations, ITSO terminal configuration
• Account Based Ticketing support
• Supports transport ticketing, non-transport ticketing, leisure ticketing, parking, ferries, tolls
• Customer Relationship Management, Invoicing management, Transport reporting

£4,120 a licence

• Free trial available

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

Framework

G-Cloud 14

Service ID

296099129563948

Contact

Alex Sbardella
07436127491
sales@unicard-uk.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Existing HOPS, CMS, Portals, Ticket Retail or Collection services, and Transport Information apps
• Cloud deployment model: Hybrid cloud
• Service constraints: Planned maintenance, bug fixes, and new feature releases are carried out on a schedule published in advance and agreed with the customer
• System requirements:
  • Access to administrative functions is restricted to whitelisted IPs
  • Server-to-server communications require a certificate to be installed

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ● Priority 1 Fault (Critical): Response within 2 hours; service restored within 8 hours; ● Priority 2 Fault (High): Response within 4 hours; service restored within 16 hours; ● Priority 3 Fault (Medium): Response within 1 working day; service restored within 5 working days; ● Priority 4 Fault (Low): Response within 2 working days; service restored within 10 working days; ● Service Request: Response within 2 working days, resolution within 5 working days; Response times are the same at weekends/holidays if the appropriate add-on has been purchased.
• 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: No
• Support levels: Our system offers 95% uptime, 24/7/365 web service desk availability to raise tickets, telephone support 9am-5pm Monday-Friday excluding holidays, and a nominated support or account manager for each customer. This support level is included in the cost; further support levels are available as paid extras.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We usually hold a single “train the trainers” session, lasting half a day, at the buyer’s offices for all managers using the system (up to 20 people), comprising a guided presentation and live demo, followed by Q&A, for each area of the system. The training is usually led by a Support Analyst for the system and the Account Manager. User documentation is also provided following the training session, including a knowledgebase. Follow-up training and revised documentation, for example after a major new update, can be arranged as part of the support agreement. ; Specific questions that users have raised following training, that can’t be answered by the buyer’s trainers, can be submitted as support tickets.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Online Knowledge Base
• End-of-contract data extraction: Data can be extracted through the system APIs or can be provided in an industry-standard ITSO export format.
• End-of-contract process: We will facilitate a reasonable migration of data to a new provider in industry-standard export formats defined by Unicard. Custom export formats, extra integration support for the new provider, or project management of the overall migration are available at extra cost as per SFIA rate card.

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: Yes
• Differences between the mobile and desktop service: Some administrative functions are still functional but not optimised for use on mobile devices. Users will need to zoom/scroll to use all parts of the page and touch zones may not be optimised.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The main service interface is provided through a web browser. A full API interface layer is also provided with WSDL and Swagger documentation.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The system has undergone an audit for WCAG 2.1 A best practice but no specific testing with assistive technology has taken place.
• API: Yes
• What users can and can't do using the API: All functionality and data access is can be done using the API in a secure manner. API documentation is available under NDA to paying customers.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: As part of our ISO 20000 standards we provide service performance data within our customers service reports. A key report we provide is demand and capacity manage reports, this data review the current usage of the service and projects the next 6 months. This data allows us to scale and grow, ensuring customer receive a service that is not bottlenecked by other services/customers.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide metrics from a standard service dataset ranging from Cardholder metrics, card summary data, reports based on card expiry and renewal. We also provide data reports for the government NMI report. In terms on Travel data we can provide data based on journey information, transactional summary data, route and operator data.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• 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: Data can be extracted through the system APIs or can be provided in an industry-standard ITSO export format / Unicard defined cEMV export format.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL Database Extract with Schema
• Data import formats:
  • CSV
  • Other
• Other data import formats: SQL Database Extract with Schema

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer a 95% uptime guarantee. For each 1% of uptime under the 95% service level for any given month, a service credit of 0.2% of the contract value will be applied to the account. Extended availability up to 99.99% is available as a paid extra.
• Approach to resilience: This information is sensitive, but we can make it available upon request.
• Outage reporting: Users have access to a real-time service dashboard and are notified of major incidents via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users are provided a unique, tokenised username and password for the service which is used in conjunction with IP Whitelisting.
• Access restrictions in management interfaces and support channels: All users are required to have individual accounts, this ensures access to data is given based on job roles and security levels. The service team will at times require "superuser" access, however there are 2 separate accounts used to ensure that a superuser account is only used when required to minimalize risk. Only the service team can communicate with customers, access to the service desk from outside the support team is approved by the support manager, and these accounts can only read tickets and make internal comments. Access is removed on the day on an employee leaves.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Users are provided a unique, tokenised username and password for the service which is used in conjunction with IP Whitelisting.

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 21/04/2022
• What the ISO/IEC 27001 doesn’t cover: All Unicard systems and processes in this lot are covered by our ISO 27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self-certification
• PCI DSS accreditation date: 12/01/2021
• What the PCI DSS doesn’t cover: Any solutions that do NOT take card payments are not covered by PCI DSS. Any solutions that do take card payments are PCI DSS
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000:2018
  • ITSO Certification
  • ISO 9001
  • ISO 22301:2019

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: Cyber Essentials Plus
• Information security policies and processes: We operate a robust ISMS, governed by ISO27001 framework and security policies, which are reviewed and updated at least annually. Within the business there is a separation of duties between the information security officer and the data protection officer, providing an enhanced level of security governance. We operate a risk management committee, which meets every 6 weeks to review any current or new risks. New starters are inducted in Unicards security policy and procedures and any changes to these are communicated to the wider company, with a link for them to access the changed policy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our change management process follows an ITIL framework and it is managed and controlled using a workflow system (Jira), which ensures that all changes have gone through the appropriate chain of authorisations, which includes any customer (or other parties) required authorisations.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We operate a robust ISMS, governed by ISO27001 framework and security policies, which are reviewed and updated at least annually. Within the business there is a separation of duties between the information security officer and the data protection officer, providing an enhanced level of security governance. We operate a risk management committee, which meets every 4 weeks to review any current or new risks. new starters are inducted in Unicard's security policy and procedures and any changes to these are communicated to the wider company, with a link for them to access the changed policy.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have a number of monitoring controls in place, from application level monitoring, through to infrastructure and network. The firewalls and IDS system alert on any unusual network traffic or access attempts. We have automated log shipping, to allow server and system access to be protected and not deletable. Alerts are raised to the 24/7 support function and Unicard has a well structured emergency response team (ERT) that takes immediate control of any known or potential breaches.
• Incident management type: Supplier-defined controls
• Incident management approach: Processes are based on the ITIL Framework and ISO 20000 certification. Incidents can be raised by the internal monitoring and support teams as a MI ticket or incidents raised by customers via the Service Desk or by phone. The process is run by the Incident Manager, who is responsible for communication between the teams updating customers via email on a regular basis. Upon resolution a MIR report is provided by email containing the summary of the issue, timeline of events, a detailed root cause analysis, mitigation plan, and long term fix plan.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We have a published Carbon Reduction Plan according to the standards laid out in PPN 0621 and a commitment to Net Zero by 2050.

Pricing

• Price: £4,120 a licence
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Prospective customers can access a generic version of our Customer Management System loaded with a test data set for as long as required.
• Link to free trial: Contact us to arrange a trial.

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