SmartCitizen Limited

SmartCitizen e-ID Mobile App

An electronic ID card via a mobile app, displaying a user's photograph, age, entitlements, and card information based on their corresponding record within the SmartConnect Cloud CMS. IOS and Android available. Optional extras include payments, journey planning, QR codes, proof of age/entitlement, visitor tracking, door access, HCE and commercial ticketing.

Features

  • Live and offline display of e-ID card
  • IOS and Android available
  • Display QR code, photographs, entitlement information
  • Integrates with ApplePay/GooglePay
  • HCE and commercial ticketing compatible
  • Journey planning / rewards / 'find near me' options available
  • Analytics giving information on take up and usage for reporting
  • Customisable app to show desired branding
  • Fully integrated with SmartConnect Cloud CMS
  • Compatible QR code checker app also available

Benefits

  • Self-service for customers
  • Can be used for access control/rewards management
  • Manned Service Desk 5 days per week with optional extensions
  • Alternative to plastic ID cards

Pricing

£5,000 a unit a year

Service documents

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 simon.bennetts@smartcitizen.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 2 8 7 7 0 6 7 5 3 9 5 6 1 0

Contact

SmartCitizen Limited Simon Bennetts
Telephone: 01872 250 161
Email: simon.bennetts@smartcitizen.net

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
SmartCitizen Cloud CMS
Cloud deployment model
Private cloud
Service constraints
Planned maintenance window for security patches occurs at 3am on the second Sunday of the month where a Microsoft security patch is released the previous Tuesday.
System requirements
  • Users must have internet access via their device
  • Domain owned certificate if hosting using domain-owned URL

User support

Email or online ticketing support
Email or online ticketing
Support response times
Emails are responded to within one normal working day. Weekend support can be supplied at extra cost.
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
No
Support levels
We offer a 3 tier support system during a normal working day:
Level 1 - Response Time 1 hour, Target resolve time 8 hrs
Level 2 - Response Time 4 hours, Target resolve time 2 working days
Level 3 - Response Time 8 hours, Target resolve time 4 working days
A normal working day is from 8am to 6pm. Saturday cover can be provided at an extra cost. An Application Support Specialist will be provided as a customer point of contact.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A test app would be provided for users to review prior to go live. This would be used for testing and also training. Training sessions take the form of a "train the trainer" session with up to 20 delegates in attendance, via Teams. A full user manual is also available for download from the site. Training is done via teams, with customers offered the option to record the training session as a means of delivering training to users outside of the official training window.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We would discuss with the customer the format they would like their data extracted in. This can be supplied in CSV with images extracted as JPEGs, or as XML with images included as binary. Password information would not be included in the data extract. Upon receipt of the data extract request from the customer, SmartCitizen would feed back any costs associated with the extract process requested, and provide a date for when the work would be undertaken, factoring in the customer's requirements at all times.
End-of-contract process
3 months termination notice required. SmartCitizen staff will work with the customer to agree a suitable exit strategy, including format of files required and any associated costs with providing the files in the agreed format.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
N/A
Service interface
No
User support accessibility
WCAG 2.1 A
API
No
Customisation available
Yes
Description of customisation
1. Service configuration to support scheme requirements.
2. Mobile app branding, colours, text and imagery can be tailored to customer needs.
Customisation occurs during the set up phases of the project and would be undertaken by our staff working closely with the customer to achieve the desired result. Thereafter changes to the configuration would be handled as a change request and again performed by SmartCitizen staff, typically released onto test flight first before deployment to live.

Scaling

Independence of resources
SmartCitizen operates a virtualised resilient server environment based on the Windows Server Datacentre platform that enables us to ensure high levels of availability.
To ensure resilience of network connectivity we have a dedicated high capacity leased line provided to us with a 100% up time and guaranteed SLA backing. We also maintain a secondary Internet connection available as a contingency.
Customer data is stored in their own dedicated SQL database to further ensure they are fully independent and not affected by any other demand placed on our services.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
A bulk extract would be made for a one-off fee upon termination of the contract.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • CSV
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
99% minimum service availability
Approach to resilience
We have a range of measures in place to ensure the continued availability of hosted customer systems and data. These include, but are not limited to:
• The use of uninterruptible power supplies (UPS)
• Backup standby generator
• Warm standby hardware stored offsite
• Use of daily database backups and hourly transaction log backups
• Arrangements with third parties to cover loss of service capacity
• A dedicated leased line available to our customers with a 100% up time guaranteed SLA backing.
• A virtualised resilient server environment that enables us to ensure high levels of availability and also enables us to replace and rebuild customer systems quickly and effectively.
• A comprehensive Business Continuity Disaster Recovery Plan
More details can be made available upon request.
Outage reporting
We use a number of systems to monitor system availability and performance including internal and external tools. For performance monitoring, we use Microsoft tools (performance monitoring, SQL profilers etc.). We measure system availability using our own internally developed tool which monitors the system health of our servers and services which alerts via SMS and email should services become unavailable.
We also make use of external monitoring systems (currently StatusCake) which provides health checking and alerting services to notify us of potential outages.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Management interfaces and support channels are accessed by authenticated users only. Access to the public portal is authenticated once the customer creates a web account and logs in to the portal.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication
Administration portal IP restricted to customer. Public portal not restricted as by definition it is a publicly available service.

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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
2013
What the ISO/IEC 27001 doesn’t cover
Excludes outsourced software development.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
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
Information security policies and processes
SmartCitizen operates an ISO 27001-compliant Information Security Management System which was first certified against the standard by a UKAS-accredited auditor NQA in May 2013 and last renewed in April 2020, with another full certification due in May 2022.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Versions of servers, network devices, storage, operating systems, utility and application software are audited and logged. Software component changes are logged and managed through their lifetime using Subversion source control.
Customer change requests are managed via SmartCitizen's change control process which includes a risk assessment to consider any potential security impact, as well as considering other factors (including scheduling and costs) in implementing the requested change.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We are ISO 27001 certified and we use a Unified Threat Management system to monitor and alert to any potential threats to our services. Vulnerability patching is done on a regular basis, to co-incide with patch releases from Microsoft. We also have a dedicated Security Consultant monitoring online feeds relating to security threats and handling the prioritizing of patching where any of our services could be impacted.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
When a potential compromise is identified, the compromise is risk assessed to identify the severity level. We aim to respond within 1 working day to any severity level 1 incident.
Incident management type
Supplier-defined controls
Incident management approach
We have an internally developed piece of software for logging incidents which are reported by customers. Customers may either login and report their own incidents, or can email or telephone our support desk to notify us of an incident. Details are logged in defined categories, and the severity level assessed before a target resolution time is assigned. Details of these calls and their resolutions are logged, and lists can be supplied back to the customer as part of a monthly management report.

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

Covid-19 recovery

Covid-19 recovery

To assist local businesses in their Covid-19 recovery we offer local authorities our SmartDiscounts product at a reduced rate when taking any of our other cloud software products. This allows businesses to register on the council directory and advertise their local offers to residents free of charge.

Pricing

Price
£5,000 a unit a year
Discount for educational organisations
No
Free trial available
No

Service documents

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 simon.bennetts@smartcitizen.net. Tell them what format you need. It will help if you say what assistive technology you use.