TXGB Destination Cloud Platform

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: There are no constraints with this service. It is entirely controlled through a cloud based web interface.
System requirements: No specific requirements - Entirely controlled via a web interface.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Our dedicated support team is available during core business hours Monday - Friday 9am to 5pm.

All requests sent by emails will be automatically be raised via our online ticketing system.

All tickets will be responded to within 24 hours in all cases, but with a target of responding within 4 hours.
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: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Web chat is available via the TXGB website. Users can speak directly with a member of the team during core business hours. Tickets can be raised directly within the web chat function.
Web chat accessibility testing: Our current web chat provider is working towards WCAG 2.0 AA compliance and the web chat service has features that align to web content accessibility guidelines. The service is accessible to visually impaired users and differently-abled users. Some high-level accessibility features are: Screen Reader compatibility, keyboard navigation, visual focus indictors and sufficient colour contract in compliance with WCAG 2.0 level AA which requires a contrast ratio of at least 4.5:1 for normal text and 3:1 for large text
Onsite support: Yes, at extra cost
Support levels: At TXGB our Service model can vary depending on the needs of our partner.

As standard, our expert customer success team are at hand to support tourism businesses onboard with the platform and react to any queries, but our Customer Success team will also act in an account management capacity for individual tourism businesses, continue to review platform use and communicating opportunities proactively to optimise the value those businesses can achieve.

Our Customer Success team is supplemented by second line application and infrastructure support teams as required, as well as proactive monitoring and alerting services to manage uptime

Standard service levels for tourism businesses using the platform are based on a Priority 1 to Priority 4 Service agreement, with associated target response and resolution times.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We offer comprehensive onboarding services to ensure implementation and rollout is successful within your organisation and to your partner network, including:

Onboarding at Destination level:
1) User needs workshops with key stakeholders pre-launch
2) Platform configuration
3) Collaborative approach with marketing and comms teams
4) Early adopter engagement. webinars and workshops with key industry partners as required
5) Combination of training services for industry partners, including onsite and/or online training services
6) Full documentation on system use is available.

Onboarding for your partners:
1) Dedicated remote onboarding support per tourism supplier.
2) Ongoing guidance from customer success to maximise value return
3) Comprehensive learning materials including online knowledge base, FAQs, user guides and 'how-to' videos
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: The TXGB Digital Dashboard offers full reporting for all data on demand, meaning the user can export the full data set to CSV at any point.
End-of-contract process: When a contract ends, access to platform services is removed through closed user accounts.

Where applicable, API tokens related to associated integrations may also be revoked.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Various features of the TXGB toolset are designed to be compatible with mobile devices. TXGB Dashboards are accessed via a web browser, that is responsive to mobile devices.

For partners that utilise the TXGB free booking page toolkit, they have the option of using a responsive grid option or alternative designs for mobile. Additional features are specifically designed for mobile, such as the capabilities to scan QR codes to redeem bookings using standard camera phones.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: TXGB providers a cloud based web portal for various participant types within the TXGB Destination Cloud Platform ecosystem. These include (a) a portal for tourism supplier businesses to review their product offerings, establish partnerships, and view booking data, (b) for a Distributor to access to view which suppliers have partnered with them and manage their profile listing on TXGB, and (c) for Destination partners to view booking data and insights across their region.
Accessibility standards: None or don’t know
Description of accessibility: The platform is primarily an B2B API driven booking exchange and the dashboard service is accessed via a web browser, Whilst this is not currently tested against the WCAG standards, we endeavour to work towards the recommendations outlined in the web content accessibility guidelines and we conduct regular browser compatibility testing.
Accessibility testing: None to date but this can be completed as part of the service delivery.
API: Yes
What users can and can't do using the API: TXGB offers various API driven solutions to ensure the TXGB Destination Cloud Platform is open and connected and continues to grow through new partnerships. The main API use cases are as follows:

Distribution API: For Distribution partners to gain access to live availability, pricing and content for accommodation, tours, events and attractions – every kind of supplier, together in one place for the first time, by connecting to the TXGB Search and Book two way APIs. This makes it possible for DMOs or other online B2B or B2C sales channels to make product listings bookable. There are various opens available for use of this API, ranging from availability searching, booking fulfilment and payment processing.

Connected Technology API: We connect booking systems and aggregators to a wide range of distribution channels – from those in hard-to-reach markets to specialist niches (and everything in between).

Information API: Ability to extract product and booking data via an API feed and use this to extract visitor and booking data and integrate with other organisation data sets to create powerful consumer insights

Our connectivity and engineering teams will work closely with any partner looking to integrate with one of our API services
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Destination partners can customise the scope of transaction data they have access to based on location. This is discussed and agreed during the scoping and set up phase of platform deployment

All other customisation at tourism supplier or distributor level is core to the platform use. Including creating campaigns, styling booking pages, defining commission rates etc.

Scaling

Independence of resources: We provide one combined set of resources covering the whole UK. This is automatically scaled at the resource level inside MS Azure. The variation in load/demand comes mainly from tourists using the system to find/book products; their searches may span beyond one destination both in terms of where they are looking, and the coverage of any multi-site product providers (eg: hotel chains). To that extent, independence / separation by destination within the UK is inapplicable.
The service is wholly separated from similar provision in other geographies (AUS, Japan, etc), hosted in different servers in different datacentres/locations.

Analytics

Service usage metrics: Yes
Metrics types: TBC
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 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: 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: Other
Other data at rest protection approach: MS Azure Data centre is managed to ISO/IEC 27001:2013 and NIST SP 800-53, and data is encrypted at rest using AES 256
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
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: TXGB Dashboard offers full data export of GDPR compliant booking and transaction data. Exports can be made by any user that is logged in to the dashboard and can be exported to CSV or XML format
Data export formats: CSV
Data import formats: Other
Other data import formats: There are no data upload requirements for this service

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: 99.5% uptime guarantee per calendar month.
Approach to resilience: Hosted solution provides a highly available solution to achieve 99.5% availability. Locally redundant storage (LRS) is used within an Azure datacentre. This protects the platform against hardware failures within the datacentre, however, does not protect against a datacentre outage. In the event of a datacentre outage (that would be complete outage of one of Microsoft's 2 UK data centres) we have backups to be able to restore in the other. However we do practically note that this would be a severe percentage reduction in the public cloud hosting capability in the UK, so is highly likely to impact many distributor and provider websites as well.
Outage reporting: In the unlikely event of an outage, email communication would be made with all relevant customers - destinations, product providers (eg: hotels & attractions) and any distributors.

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: Internal technical administration requires VPN access restricted to appropriate staff. The majority of access from Destination Management staff would be through our dedicated administration interface, also used by tourism product providers across the UK. Access levels are controlled by allocation of roles and coverage of either specific products or geographies within the user account management of that interface. Access control changes can only be made by TXGB support staff.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Dedicated link (for example VPN)

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: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: Yes
Who accredited the PCI DSS certification: Stickman Consulting Pty Ltd
PCI DSS accreditation date: 30/01/2024
What the PCI DSS doesn’t cover: PCI Compliance covers the use cases within the TXGB booking exchange platform. The entity that manages this certification is our subcontractor V3 Leisure.
Other digital components such as the TXGB website (i.e. those not part of the core TXGB booking exchange platform) do not require PCI compliance and are therefore not included.
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: No
Security governance approach: We follow a detailed set of internal policies for security governance, data protection and secure management of our devices and service. All staff are fully aware of the details and the policies are regularly reviewed. These include device management and secure configuration, data and information sharing both electronic, verbal and by 'overhearing', managed use of our file storage and other systems, and a detailed understanding on GDPR and how it applies to our complex multi-party scenario, and what can be shared with our partner organisations (non exhaustive list)
Information security policies and processes: All staff are briefed on information security policy covering their actions, their computer configuration and what can be shared and not shared electronically and via any other method (including customer confidentiality).
Allocation of access permissions - to staff, customers, destinations, providers etc - is documented via tickets in our support desk. Access to information is granted on a role / need to know basis internally.
Any indication of incorrect data, or misaccess / misuse of information should be reported through the ticketing helpdesk, and records made of investigations and contacts. If incorrect access or disclosure is identified, this should be raised via normal internal ticket escalation. Escalation includes access to experts in our parent/group companies to assess impact of severe breaches / GDPR implications, including our Data Protection Officer.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Changes to any component in the system are tracked through an appropriate development control platform, with details of change request, packaging for deployment, development testing, deployment testing and rollback. Security impact is considered both at development and pre-release testing phases.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Critical patching of servers occurs within 7 days. Critical patching of software occurs within 1 month. We subscribe to and review security bulletins from Qualsys (general internet security / encryption in transit) and Microsoft (provider of hosting platform, operating system, database platform)
Protective monitoring type: Undisclosed
Protective monitoring approach: Daily reviews of PCI related logs are carried out. Any incidents are identified and action commenced within a day.
Incident management type: Supplier-defined controls
Incident management approach: User reported incidents (from tourist, provider or destination staff) are tracked through our ticketing help desk and triaged for actual security incidents; Operational monitoring, both our own custom check and those provided by our hosting provider (Azure) feed directly into the technical team. They review for impact and applicability, and take appropriate action, in compliance with our change management procedures.

Secure development

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

Public sector networks

Connection to public sector networks: No

Social Value

Covid-19 recovery
Tackling economic inequality

Covid-19 recovery

The visitor / leisure economy was one of the most badly affected sectors by the COVID 19 pandemic. TXGB is a platform designed to help grow the value, volume and dispersal of tourism in the UK, as a key tool for Destination Management Organisations (DMOs).

DMOs have an important role to play in providing support to local businesses as they recover and build back better.

TXGB was highlighted in the Independent Review of Destination Management Organisations across England, commissioned by DCMS (‘The de Bois Review’) as a key tool that destinations and tourism businesses can adopt to enable opportunities, support growth and drive bookability, online sales and distribution. TXGB’s role in COVID-19 recovery and supporting levelling up was also acknowledged in the Government's response to the independent review and in The Tourism Recovery Plan.

TXGB is a business to business platform enabling digitalisation and collaboration, making it easier for businesses to access more pathways to consumers, informing decision making through better data, and as such is a key tool in driving COVID recovery.

Tackling economic inequality

Historically the inbound tourism economy has had a significant bias towards London and the South East. As such, dispersal of tourism is a key opportunity in tackling economic inequality across the UK.

TXGB is a key tool in tackling tourism dispersal, with several references to this in various policy papers and reviews - such as The Sector Deal for Tourism, Tourism Recovery Plan and the Independent review of Destination Management Organisations across England, commissioned by DCMS.

TXGB is a business to business platform enabling trade, collaboration and innovation - making it easier for regional businesses to connect their products and services to online channels and reach the global consumer.

Pricing

Price: £9,000 a licence a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

TXGB Destination Cloud Platform

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents