Eazy Collect Services Ltd

PaySuite Agent Assisted Call Centre

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

Features

• Enables staff to process debit/credit card payment by telephone.
• CallSecure allows customer to securely enter their own card details.
• Account balance retrieval and lookup facility.
• Reference number validation – including check digit.
• Historic transaction search and refund functionality.
• Comprehensive configuration options.
• Extensive list of standard reports, easy to create your own.
• Browser-based–accessible from any authorised PC on the network.
• Print or email receipts.
• Set up planned payment schedules for automatic collection.

Benefits

• Quick and easy to use mediated telephone payments service.
• Removes card data for your organisations infrastructure.
• Hosted in a PCI DSS data centre.
• Supports latest card security measures.
• Easy and intuitive for your staff members to use.
• Compliant to WCAG 2.1 standards.
• Ideal for contact centres and when calling customers in arrears.
• Available as a portal with front-end capturing customer details.
• Rapidly deployed with an easy-to-use and intuitive user interface.
• Call Securing options to reduce PCI scope within your organisation.

£0.10 a transaction

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

465876794145632

Contact

Pete Martin-Smith
0845 345 3300
Pete.Martinsmith@theaccessgroup.com

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:
  • Accessible via browser.
  • Call securing service may require integration into telephony system.
  • Email Pay application requires access to your SMTP relay service.
  • Email Pay application may require access to your SMS service.

User support

• Email or online ticketing support: Email or online ticketing
• 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.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: For all those services that are used by customer employees we provide on-site 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 either on-site or 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.
• 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.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Accessible via browser.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• 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: Many instances of API are supported for a variety of purposes, examples covering specific requirements can be made available.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can define a variety of features such as, funds/ services that can be paid for/ methods of payment/ employee user access and account validation rules. These are available through pages provided to authorised ‘administrator’ users.

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

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• 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
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

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
  • Other
• Other data export formats:
  • Fixed format
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: Fixed format

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• 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 99.5% 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: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Configurable through application by authorised ‘administrator’ users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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: 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 29/08/2023
• What the ISO/IEC 27001 doesn’t cover: We have been ISO certified for several years and not only do we adhere to the certification we continually look for improvement opportunities.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Nettitude
• PCI DSS accreditation date: 24/01/2024
• What the PCI DSS doesn’t cover: The rigorous demands of a PCI DSS certification demonstrate that all aspects around card handling and security are seen to be compliant.
• 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
  • Other
• Other security governance standards: PCI-DSS
• 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.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes and additions to infrastructure or any release component are captured down to component/ version level via a change management process within which changes are recorded via electronic request for change submissions. This process incorporates full business stakeholder sign-off via a CAB (Change Advisory Board) which includes full impact and risk assessment with emphasis on security.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We consistently meet the stringent demands that are dictated by the PCI DSS annual assessment and in doing so must be able to demonstrate our position as to how we ensure that we have the rigid policies in place to manage assessment of threats, deployment of patches and obtaining information about potential threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential compromises are identified from a layered approach of Intrusion Prevention Systems (IPS), firewall alerting, centralised logging and system performance monitoring. A security incident response plan is in place to respond to a potential compromise. Any incident, whether it be security or impact of service related, is acted upon as soon as it is discovered. There is a 24/7 employee alerting process.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an internal process that is designed to cover common events, including escalation, communication and resolution management.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Access places specific emphasis on the health and wellbeing of its staff and provides a “Well-being” hub in workspace that provides support for Mental Health, Finances, Social, Physical, Emotional and purpose. Assistance from Health Assured is available for all staff and there are training resources for “working in the new normal” and “Mental health and wellbeing” . Access also has “well-being” champions throughout the organisation. This is supported by monthly employee “check in” surveys and offers of flexible working for staff to meet caring commitments.

Pricing

• Price: £0.10 a transaction
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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