Barbour Logic

Chatbot Max

Chatbot Max is a virtual agent that advises drivers about their Penalty Charge Notice (PCN), resolving issues without motorists having to write in. Powered by our triple-award-winning parking ‘brain’ with over 1000 policy settings. Fully developed and effective from day one. Can help many motorists simultaneously and 24/7.

Features

• Chatbot Max is an expert digital colleague.
• Powered by our award winning parking ‘brain’ with 1000 policies
• Fully developed and effective from day one
• Available in any language
• Can write challenges for drivers
• Natural language understanding (NLU) to understand drivers' challenges
• Parking, bus lane, moving traffic, Clean Air Zone (CAZ) advice
• Standalone product, independent of notice processing system but can integrate
• Legislative updates included

Benefits

• Transforms customer experience and accessibility
• Resolves issues without motorists always having to write in
• Reduces correspondence by up to 33%
• For motorists, it’s like live-chatting with a helpful human expert
• Motorists become informed, not frustrated.
• Answer driver queries 24/7
• Predictable responses, avoid risk of large language models (LLM)

£4,950 an instance a year

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 jason.barbour@barbourlogic.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

344357199340126

Contact

Jason Barbour
07904586040
jason.barbour@barbourlogic.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support hours are Monday to Friday, 08:30 to 17:00. During support hours we typically respond within an hour. Outside of these hours we respond before 10:00 the next working day.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We have a single level of support included in the subscription cost. We do not provide a technical account manager or cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a configuration meeting to set up the system. As Chatbot Max is designed to be used by the public, no training is needed.
• Service documentation: No
• End-of-contract data extraction: Due to the nature of Chatbot Max, most of the user's data from the system will already be in their notice processing system. Any additional data extraction will be done on an ad-hoc basis by our support team. Data that is Barbour Logic's intellectual property (e.g. wording and paragraphs) will not be extracted.
• End-of-contract process: The customer can take the chatbot off their website. Typically this is be removing or changing a URL.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The chatbot appears full screen on mobile devices. It is embedded in a web page on desktop devices.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Customers can use the API to build their own front end services.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Authorised users with admin access can customise aspects of the system. Configure their own policies through the policies screen.; In addition, we can customise the chatbot by changing:; - The chatbot name; - The chatbot avatar; - Changing dialogs and wording; - Adding images to dialogs

Scaling

• Independence of resources: We constantly monitor usage. The Microsoft Azure platform allows us to instantly scale up the capabilities of the service, if we found that demand was causing issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Chatbot Max's reporting portal allows customers to access a range of reports providing service usage metrics. These range from user journey reports that detail each transaction, to summary reports that give a higher level view.
• Reporting types:
  • Regular reports
  • Reports on request

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data is backed up through Azure SQL. Data is encrypted at rest. Data is only accessibly by authorised support and development staff. All access is through Azure AD Multi factor authentication
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: User can export their data by running a report, or by requesting a data export from our Support team.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: No need for users to upload their data.

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: System availability is 99% in each whole month. ; SLAs are outlined below: ; - Category A - a fault which makes the Software unusable ; - Category B - a fault which has a material effect upon the functionality, accuracy or performance of any function of the Software ; - Category C - a minor or cosmetic Fault ; ; - Category A - target response time 2 hours; target resolution 24 hours; and ; - Category B - target response time 4 hours; target resolution 48 hours; and ; - Category C - target response time 4 hours; target resolution for the next scheduled release of the software. ; ; Database restorations and system recovery is completed within an 30 minute timeframe and re-deployment through an automated continuous deployment pipeline. ; ; Database restorations and system recovery is completed within an 30 minute timeframe and re-deployment through an automated continuous deployment pipeline.
• Approach to resilience: We use Microsoft Azure for our datacentre. More information is available on request.
• Outage reporting: Email alerts that are sent to our Support team.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Through access levels.
• Access restriction testing frequency: Less than once a year
• Management access 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: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We are Cyber Essentials Plus certified
• Information security policies and processes: We follow in-house security policies and processes. As a small company any issues are reported to the Head of Technology directly, who then communicates them to the Managing Director. ; Our Head of Technology makes sure that processes and policies are followed. Security is reviewed continuously, including during our annual Cyber Essentials Plus audit.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow an Agile Scrum methodology for our application lifecycle management and change control. ; This includes: ; - Planning / priorisitation of work from Head of Product ; - Full traceability of all code changes to original requirements / change requests ; - Automated testing ; - Automated deployment after sign off from Head of Product ; We inform clients about any changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We conduct regular Web Vulnerability Scans. ; We fix all issues a timely manner based on the severity of the issue (e.g. Critical within 2 hours, High within 8 hours, etc)
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use an array of monitoring tools with Azure including Azure Defender. We have also have a WAF implemented to protect against attacks and unauthorised access.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a Data Breach Process in place to log any infosec incidents and take corrective action. ; All staff are trained in this process with periodical refresher courses.

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

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  Our team are passionate about helping young people building employability and business skills. We are happy to volunteer our time to help with projects that help in these areas. ; Projects we’re currently involved in ; Staff at Barbour Logic are currently providing young people with help with: ; - entrepreneurial advice; ; - interview practice; and ; - CV writing; ; in the London Borough of Lambeth and the London Borough of Southwark. ; Organisations we’re working at/with: ; - Bacon's College & Community Sports Centre, Timber Pond Road, Rotherhithe, London, SE16 6AT. ; - South Bank UTC, 56 Brixton Hill, London, SW2 1QS. ; - Construction Youth Trust.

  Wellbeing

  Parking can be complex and baffling. Few drivers fully understand things like controlled signs or kerb blips. For people who struggle with literacy (1 in 5) or mental health (1 in 6), writing a letter about a PCN can be a misery, as can understanding the council’s reply. ; ; That’s why our products have always used plain English. Information should be accessible to all. So that even the vulnerable can understand the council’s position, what to do next, and by when. ; ; As Wakefield Council point out, our products mean ‘Motorists become informed, not frustrated.’ And getting the message across saves everyone time. ‘This has led to a huge drop in avoidable repeat contact from motorists,’ say Bradford Council.

Pricing

• Price: £4,950 an instance a year
• Discount for educational organisations: No
• Free trial available: No

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 jason.barbour@barbourlogic.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.