ACCESS PAYSUITE LTD

PaySuite Internet Payments

Online payments by debit/credit card. Paysuite's Payment Service which includes Income Management, Telephone Payments, Counter Receipting, Direct Debits, Open Banking, Mobile Payments and Online Store. Delivering integrated payment solutions for Local Government, Housing, Health and Education. Compatible with Revenues & Benefits, Civica, Northgate, Adelante, ABS, TechnologyOne, WPM and Capita Integra.

Features

• Supports payment by debit/credit card online
• 3D secure validation (MasterCard SecureCode and Verified by Visa)
• Further validation using Card Security Code and Address Validation Service
• Pages automatically presented in either desktop or mobile-friendly styling
• Refunds and reporting available to the Organisation's authorised employees
• Branded with logo, name, address, phone number in single colour
• Planned payment, stored card and Direct Debits setup facility
• Capture of customer payment reference, name, address and postcode
• Supports PayPal, Pay by Bank and Visa Checkout
• Modern mobile responsive feature rich online store

Benefits

• Increase collection rates, available 24/7 to anyone with online access
• Hosted in a PCI DSS data centre, removing PCI implications
• Fully hosted and managed service
• Helps reduce your organisations scope of PCI
• Removes card data for your organisation's infrastructure
• Protection against legislative/banking changes
• Support latest card security measures
• Supports latest accessibility requirements
• Easy and intuitive for customers to use
• Mobile responsive, running on all standard web browsers

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 stacey.graham@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

354182456904549

Contact

Stacey Graham
0845 345 3300
stacey.graham@theaccessgroup.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  Financial

  • Financial and Accounting Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Scheduled maintenance is carried out in the early morning of the third Sunday in every month. Reminders are communicated to key customer contacts in advance – this allows us to apply key routine security patch updates to our managed infrastructure. We also apply software upgrades from time to time – again these are communicated well in advance and carried out at times when there is little demand on the service.
• System requirements: Customer access via Internet Browser

User support

• Email or online ticketing support: Yes
• Support response times: Paysuite has a dedicated Help Desk which is able to answer many queries immediately over the telephone and is available Mon-Fri from 08:00 to 18:00, excluding English public holidays. Issues are prioritised and target times for resolution take into account the severity. We do not provide a manned Help Desk at weekends.
• 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: Yes, at extra cost
• Support levels: Priorities have target times for response – High 4 Hours, Medium 24 Hours, Low 4 working days. There is no variation in support levels – all customers get the same. The Help Desk has access to personnel with the requisite technical and cloud expertise. If the service is not operating correctly, then our service support team will undertake a fault investigation to determine the cause. This investigation may involve engaging engineers, developers, subject matter experts and third parties, depending upon the complexity of the incident. Capita’s ability to engage with a wealth of subject matter experts and experience in an agile environment ensures that incidents are quickly resolved. If the incident is a fault that resides in the Internet Payments service, then it will be resolved within the Service Level Agreement either as a permanent fix or suitable workaround.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: For all those services that are used by customer employees we provide training – this is typically delivered on a train-the-trainer basis where we train selected personnel who then cascade the information on to appropriate colleagues. This can be delivered via a webinar. We also provide User Guides. For services accessed directly by members of the public, formal training would be impractical, although the user interface is very straightforward and easily understood and backed up by Online Help.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Depending on the data required, authorised users would be able to export in file format, we can assist with this if required. Details such as credit/ debit card details cannot be made available.
• End-of-contract process: Access to existing services would be blocked for applicable organisations on termination of contract. No specific charge is applied for such offboarding.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Access ensures onboarding and offboarding documentation is accessible by creating consistent, high-quality documents designed for easy conversion into multiple formats including braille, large print, audio, accessible PDF, Easy Read, plain language, and screen reader-optimised versions. Our accessibility strategy centres on prioritising clarity within the original document content. User guides are written descriptively, ensuring images primarily serve decorative or illustrative purposes rather than conveying unique information. Non-informative images are marked as decorative, allowing screen readers to skip them efficiently, preventing content duplication and enhancing the assistive technology user experience. Descriptive link text is used throughout, avoiding vague phrases like "click here" or "read more" in favor of clear destination indicators. Alt text is provided selectively—only when images contain functional text not replicated elsewhere, serve as interactive elements requiring action descriptions, or convey information not explained in the main content. By including comprehensive descriptive text in the document body, images can appropriately be marked as decorative, ensuring accessibility while maintaining clarity and avoiding redundancy. Quality assurance includes technical authors "smoke-testing" complex content using Word's text-to-speech capability, which proves both quicker and more accurate than manual reading, further ensuring accessibility standards are met.

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 service is designed to be mobile responsive. The same data is collected, regardless of whether the user is using a mobile or desktop, the only difference is that the presentation adapts to suit the device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Accessible via Internet browser.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: None to date; although, we are happy to consider any appropriate technology on request.
• API: Yes
• What users can and can't do using the API: The Income AI API enables users to create and upload cases to the platform to begin the automated collections process based on the pre-defined collections strategy that is suitable for that customer. The API can also be used to change the status of a collection if the payment has been collected via another channel, or the case needs to be suspended if the customer is in dialogue with the organisation about repayment.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Authorised users can define a variety of collection scenarios where they will base their collection strategy. The system can be configured to create text wording for SMS and Email communication strategies, the frequency of what is being sent and the order it is sent in. The portal can also be used for updating claims and cases.

Scaling

• Independence of resources: The way we present our service is multi-tenanted as such other customers and users are using the same infrastructure. We constantly monitor usage levels and predict trends and are well-placed to identify and react to any unexpected peak in service.

Analytics

• Service usage metrics: Yes
• Metrics types: A Monthly Availability Report is provided on request to customers reporting on the availability % of the services they use. Availability is calculated based upon the number of minutes available in a month minus any downtime experienced and converted into a %.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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 4.0)
• 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
  • Other
• Other data at rest protection approach: Physical access control complies with PCI standards. We do not encrypt all data, only specific data (largely for PCI) such as the Primary Account Number (PAN), also for some emails and names.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Application can be customised to export data to feed external systems, and these can be run as a scheduled process.
• 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)
  • Other
• Other protection between networks: All connections into our service are by public internet using TLS1.2 in line with PCI guidelines.
• Data protection within supplier network: Other
• Other protection within supplier network: Applications in the DMZ pass data over SQL direct connections and HTTPS to the authorisation service and the SQL server. We protect the data by ensuring that this traffic is only internal to the network and not externally accessible or transmitted; our internal PCI network is ‘ring fenced’ from all other users’ network traffic.

Availability and resilience

• Guaranteed availability: Our availability target is 99.95% as a 3-month rolling target, excluding planned maintenance windows, and are communicated in advance. We do not offer service credits or subscribe to any penalties as part of our standard service offering.
• Approach to resilience: Service is resilient within our twin data centres, using an Active/ Passive approach. Failure of a data centre would result in invocation of a formalised Disaster Recovery Plan.
• Outage reporting: Emails are the primary form of communication, a dashboard is also available.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: The management interface is not that extensive, as it consists purely of routines to upload balance files and download end-of-day payment files for reconciliation purposes.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: Paysuite conforms to group information security policies at high level and divisional information security managers cascade group changes down to sites. There are also local site information security policies and the security officer on-site ensures policies are followed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All change management is undertaken in line with ISO27001:2013 using JIRA for audit purposes.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window. AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have traffic monitoring and content based alerting which alerts on changes to the site and/or traffic flows implemented at infrastructure and application level. We proactively monitor third party suppliers (hardware, OS, application/web and database server software) vulnerability reporting and security fix availability. Any vulnerabilities found and fixes provided by third party suppliers are patched by our infrastructure team in a timescale appropriate for their level of severity. Any penetration test findings are fixed by Development in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-8pm Monday – Friday.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We operate a robust incident management process in line with ISO27001:2013 Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site Incident reports will be provided following forensics and closure.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 18%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 4 January 2014
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Foregenix Ltd
• PCI DSS accreditation date: Monday 11 November 2024
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 88f162a5-ea3c-4f9a-83d5-42769c7d8459
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • ISO 42001
  • ISO 27701

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 stacey.graham@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.