Travel-IQ by Arcadis IBI Group

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud
Service constraints: As required, routine maintenance is carried out to verify the proper working order of all systems. During this time, non-service-impacting updates are performed.

After every maintenance cycle, IBI’s Travel-IQ Product Support Team sends all project managers a detailed document of work performed, issues noted and tracked, and ongoing issues.

Routine maintenance takes place during a scheduled maintenance window generally agreed by the Buyer during Onboarding.
System requirements: A modern browser is required for the TravelIQ web platform

Android/ iOS is required to run the TravelIQ mobile app

User support

Email or online ticketing support: Yes, at extra cost
Support response times: The Gold support package covers standard email support during business hours (Monday-Friday 9 AM - 5 PM). Platinum support is 24 x 5 via both email and telephone.
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: Travel-IQ support packages are fully scalable to client needs and can be upgraded at any time. Documentation and Community Support is offered for free. Gold Support adds on technical support by email for up to 5 users during office hours (Monday to Friday 9 am to 5 PM). The Platinum plan offers 24 x 5 email and telephone support for unlimited users and gives the users access to an dedicated technical customer contact.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: A detailed Transition Management Plan will be created as part of the onboarding process which should last about six weeks, to ensure that the Travel-IQ product can be fully configured to the local needs of the Buyer. A project management plan focusing on the operation and management of the deployed system will serve as the foundation for all onboarding activities.

Training for Buyer authorised staff is an integral part of the successful deployment of a new Travel-IQ system. A Travel-IQ Training Plan will be developed early in the configuration phase that outlines the training schedule and provides timings and topics for each training session to the Buyer for review in advance of the initiation of the training.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: Clients can request a file of the events that have been entered into Travel-IQ during the period of the contract. This request should be issued at least 1 month ahead of contract termination as the data will no longer be available after the end of the contract when the hosted service is discontinued.
End-of-contract process: The Travel-IQ service is discontinued after the contract expires or is not renewed. At this time the buyer’s users will no longer have access to the service and Cloud hosting will discontinue.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The TraveliQ desktop site is a responsive website, while the mobile service is a native mobile application designed for iPhone and Android devices.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: IBI TraveliQ is available as a responsive website, mobile application and through interactive voice response (IVR).
Accessibility standards: None or don’t know
Description of accessibility: The service is available via interactive voice response as well as via the website and mobile app.
Accessibility testing: No interface testing with users of assistive technologies has been specifically carried out.
API: No
Customisation available: Yes
Description of customisation: IBI Travel-IQ can be customised to fit the Buyer's own branding across both the desktop site and mobile app. It provides a multilingual offering that can be customised for different languages.

Website administration via a WYSIWYG interface is available for Content Management (CMS). Optional features allow the buyer to customise map layers and to provide additional content.

The optional integrated IVR functionality can be configured to allow for an unlimited number of phone call transfer destinations.

Administration tools allow for the management of IVR floodgate messages, mobile alerts and desktop scrolling messages. A modular plug-in architecture allows any type of available data source to be configured for use within the system. Public users can create personalised route alerts via text and email that camera feeds.

Scaling

Independence of resources: IBI Group’s hardware architecture for the Travel-IQ Data Centre is based on a Cloud configuration which consists of powerful and highly efficient servers. The servers use cloud virtualisation software to interface with high speed networks to securely deliver and operate the Travel-IQ software components. Utilising a redundant architecture, hosting up-time availability is consistently above 99.95% .

Analytics

Service usage metrics: Yes
Metrics types: As part of our Essentials+, buyer users can access Google Analytics to view comprehensive real-time web stats. Additionally, the IBI Travel-IQ metrics administration page allows page admins to view metrics on the system for the number of registered and confirmed users, number of user routes configured, users with alerts configured and emails and SMS sent per day or per month.
Reporting types: API access

Regular reports

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Supplier-defined controls
Penetration testing frequency: At least every 6 months
Penetration testing approach: In-house
Protecting data at rest: Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Users can export their data directly from the Travel-IQ application.
Data export formats: CSV

Other
Other data export formats: PDF
Data import formats: CSV

Other
Other data import formats: XML

JSON

Data-in-transit protection

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

Availability and resilience

Guaranteed availability: 99.95% up time is guaranteed.
Approach to resilience: Travel-IQ’s cloud hosting platform is hosted by a series of redundant servers and network devices in a cloud configuration. Computing resources are pooled and can be moved from one process
to another, preventing loss of service and performance degradation and maintaining room for upgrades and expansion. Architected with redundancy at various levels and with a watch dog monitoring system, the solution detects unscheduled events that threaten to disrupt service can be
repaired without the public users ever encountering problems or noticing a degradation of the level of service.

IBI Group provides full redundancy, deduplication and data offloading to the Cloud for archiving
and records keeping. The backups are constantly monitored for reliability and performance, and DR infrastructure is routinely tested. All backup processes are automated to ensure timely operation and are generally performed during low utilisation periods. Routine maintenance is carried out to verify the proper working order of all systems. During this time, non-service impacting updates are performed, network equipment is refreshed, and new hardware is installed, as needed. In addition, all backups and restores are verified.
Outage reporting: Our performance monitoring software tracks system health of applications, servers, the network and disruptions to data feeds in real time. It can also email alerts to designated support staff if system health deteriorates.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication
Access restrictions in management interfaces and support channels: Access is restricted via a login that incorporates the Client ID, Username and Password.
Access restriction testing frequency: At least every 6 months
Management access authentication: Username or password

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: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: Cyber Essentials Plus

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: IBI secures Personal Data as a Data Controller or Data Processor through a series of security measures that include physical security such as restricted areas or registration of visitors, technological security maintained by a dedicated information technology team, through the use of robust systems and reliable service providers, and
organisational measures such as due diligence in transferring Personal Data to specific service providers for reasons of specific service delivery relating to such Personal Data.
Information security policies and processes: IBI has appointed its General Counsel (GC) as Data Protection Officer (DPO) to ensure compliance with data protection
laws. As DPO, the GC reports directly to the CEO and monitors compliance with obligations in relation to data protection according to the processes IBI has adopted in compliance with these obligations.

The Director of Information Technology (DIT) ensures implementation of the Data Security Policy while managers ensure compliance by employees.

The CEO requires regular status reports on compliance and board members hold management responsible for compliance.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: There is no change management. This is a COTS product.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: IBI Group utilises a Security Threat and Risk Assessment to identify expectations and establish a security baseline; controls are in place to prevent misuse of data and access to the solution. We perform periodic self-assessments, vulnerability testing, patch analysis, test and confirm that controls are working correctly to prevent network intrusion detection, sharing information with the personnel involved on a regular basis. We perform independent assessments as needed. When a non-compliance process is identified, we will determine the root cause, assess the threat, document the risks and develop plans for corrective actions and report appropriately.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Daily analysis of server (System, security etc.) logs is performed. Dedicated support personnel are trained to identify potential compromises and when these are identified they are thoroughly investigated. As a general principal a security in-depth policy is adopted where the seriousness of the security incidents is treated as critical until such time as it is proven otherwise.
Incident management type: Supplier-defined controls
Incident management approach: Following an incident, within 48 hours of issue resolution the team creates an after-action report (AAR). This report includes the following information:

• Time of occurrence and resolution;
• Issue chronology;
• Issue resolution; and,
• Interim and permanent steps in place for future avoidance or mitigation of the issue.

Our 24/7 help desk receives system alerts and is on standby for client calls to our 1-800 support number 365 days a year to resolve issues quickly if they occur.

Secure development

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

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Forward trip planning via Travel-IQ can help to prevent idling and therefore more pollution, as motorists do not need to spend as much time in queues as when they are uninformed of events affecting travel.

Covid-19 recovery

IBI Group are supporting a mixed return to office. Those employee's effected by COVID-19 with regard to short and long term recoveries both physically and mentally. No one is being forced to come back to the office environment when they are settled in working from home. With several of our own local staff moving further afield, remote work is seen as the new normal from us.

Tackling economic inequality

Use of TraveliQ increases supply chain resilience and capacity which in turn influence staff, suppliers, customers and communities through the delivery of the contract to support resilience and capacity in the supply chain.

Equal opportunity

IBI Group is committed to creating a culture where everyone has an equal opportunity to grow, develop, succeed and be their truest self. We hold each other accountable to create and contribute to an inclusive culture, which includes a focus on increasing gender representation and diversity across the entire organisation. In 2022 IBI launched the Diversity, Inclusion and Belonging (DIB) Scholarship which rewards students who self-identify as Black with a $5,000 scholarship at six partner universities across Canada and the United States. This scholarship is one of many IBI Group programs aimed at increasing internal gender representation and diversity and in turn fostering an environment where everyone is encouraged to be themselves and achieve a sense of belonging. IBI's Diversity Policy can be viewed here: https://www.ibigroup.com/wp-content/uploads/2021/03/2021.02.17-Diversity-Inclusion-Belonging-Policy-Approved.pdf

Wellbeing

We Improve community integration by Demonstrating collaboration with users and communities in the code design and delivery of the contract to support strong integrated communities. Travel-IQ provides a platform for communities to directly communicate roadway events and alerts to their citizens.

Pricing

Price: £7,750 to £12,250 a licence a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: The Travel-IQ Traveller information solution is available free for 30 days, and which point users can choose to subscribe and continue their chosen level of services and access.
Link to free trial: https://traveliq.co/

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

Travel-IQ by Arcadis IBI Group

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