Passenger Technology Group Ltd

Customer Experience Platform, Mobile App & Website - Commerce

Passenger's customer experience platform for public transport operating companies and local authorities delivers intuitive, multi-operator mobile ticketing apps and eCommerce websites, including secure QR code integration, contactless journey information, bulk ticket sales, and user verification services.

Features

• Secure mobile ticket purchase and delivery
• Ticket gifting to family and friends
• Secure digital tickets using QR codes
• Verification of child and student accounts
• Travel Portal to allow bulk buying tickets for students/employees
• EMV transaction notification and alerts

Benefits

• Reduction in boarding times, especially at peak periods
• Increasing customer satisfaction levels through an easy to use interface
• Customers can purchase tickets at their convenience
• Fast track development and testing of marketing and pricing initiatives
• Increased efficiency with significantly lower total cost of transactions
• Increased revenue through digital ticket sales
• Promote mobile ticket products via Passenger's partnership channels
• View EMV transactions and notifications on the fly

£30,000 a licence a year

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 sales@passengerteam.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

531594727473872

Contact

Alistair Aitken
0330 460 9998
sales@passengerteam.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: This can be used in conjunction with and complements Passenger's "Customer Experience Platform - Cities", also available through G-Cloud.
• Cloud deployment model: Private cloud
• Service constraints: Not applicable
• System requirements:
  • Web browser: Chrome, Safari, Firefox, Edge or IE11
  • JavaScript, cookies and TLS v1.2 must be enabled
  • Broadband internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard contractual response time for support requests, during standard office hours, is 4 hours. However, we aim to provide an initial response to support requests within 1 hour during standard office hours. Our response time for Critical (P0) and Major (P1) incidents is 30 minutes, 24 hours a day, 7 days a week.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Our standard support package provides 24 hour Help Desk cover, 7 days a week.; ; Our Help Desk Manager reports weekly analysis to the business management team, including support requests received and response times to ensure optimum performance by our Help Desk agents.; ; Our first line support agents have varying levels of technical expertise and are backed by a team of second line support agents.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We have a defined onboarding process that we follow with all customers to capture all the information we need to deliver the service. This includes:; ; 1) Key staff roles and their contact details to identify responsibilities for sign off and training needs for admin users.; 2) Collation of material to enable design and artwork to be completed.; 3) Review of relevant company policies and procedures so relevant links can be provided.; 4) Agreement on copy to make sure we have the right information to promote the service.; 5) Assessment of the datasets and feeds we will need to set up the service.; 6) Review of GDPR requirements for the service.; 7) Access to the relevant app store and PSP accounts.; 8) Provision of relevant contact information to be provided as part of the service. For example, email addresses for, in-app, user feedback to be sent to.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Typically when a contract is terminated, the service will no longer be accessible to users. Exports of sales and revenue data will be provided. However, if required, at the end of the contract data may be held within the system and made accessible for 3 calendar months following the termination date of the contract.; ; The iOS and Google Play Store accounts are set up using the customer's contact details as the main user and owner of the account. Therefore the ownership of these accounts and the associated analytics will remain accessible to the customer even though the app will have been removed.
• End-of-contract process: The contract price includes:; ; 1) Exporting historic sales and revenue data.; 2) The termination of relevant services. ; 3) The removal of the iOS and Android apps from the Apple and Google Play stores.; 4) Deletion of customer data from our supporting cloud-based hosting infrastructure.; ; Sales data needs to be retained, following contract termination, for accounting purposes. The length of time sales data will be retained will be agreed upon as part of the end-of-contract process.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: Passenger employs Responsive Web Design (RWD) for all user interfaces accessed via the browser. This means that they automatically adapt to the size and format of the screen on which they are being viewed, whether that is a desktop, mobile or tablet device. This makes for a clear, accessible viewing experience whatever device or platform is currently being used.; ; Tickets can be purchased via both the website and native mobile (iOS, Android) interfaces. Tickets can be activated via mobile apps only.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Passenger Cloud is our easy to use, web-based service interface. Designed specifically for public transport operators and authorities managing transport services, Passenger Cloud enables all departments to deliver an integrated customer experience on mobile apps and websites, through one integrated platform. Passenger Cloud is responsible for the transport data and digital content management that underpins all Passenger's web and mobile app-based deployments.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Testing of the service interface has been completed using online tools.
• API: Yes
• What users can and can't do using the API: Sales reporting to 3rd party systems.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The following items can be customised:; ; 1) Mobile app and website branding can be customised to provide a bespoke look and feel. This customisation can only be completed by Passenger.; 2) The following additional features can be provided on request: smart card portal, contactless journeys portal, QR code support, Travel Portal (B2B ticket sales), and user verification service.

Scaling

• Independence of resources: We use a range of industry-leading suppliers that provide reliable and scalable cloud computing services. We have designed and scaled our infrastructure to deal with current and forecasted demand based on historic data.; ; We have automated monitoring of our infrastructure that enables us to forecast future demand and scale our infrastructure, if required within minutes, to manage peaks in demand. This is reflected in the availability metric of our Customer Experience Platform which is 99.9%. In addition, our iPhone and Android apps typically deliver a 99.5% crash free user experience.

Analytics

• Service usage metrics: Yes
• Metrics types: There are numerous metrics provided by industry recognised services. The metrics include but are not limited to:; ; 1) Number of active users per day.; 2) Number of new users each day.; 3) Crash free usage (%).; 4) Adoption rates for new builds (%).; 5) Median total time spent in the app per user.; 6) Daily revenue.
• Reporting types: Real-time dashboards

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: In terms of users of the mobile app, there is no data that users can export. Data is held on the supporting service interface. Sales and revenue data for mobile tickets sold in the mobile app can be exported by the Customer via the service interface or authenticated API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • TransXChange
  • GTFS
• Data import formats: Other
• Other data import formats: TransXChange

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The website and Customer Experience Platform that provides underlying data to the website(s) has a service level agreement of 99% and a service level objective of 99.99%. The Passenger iPhone and Android mobile apps typically deliver a 99.5% crash free user experience.; ; There is no refund mechanism for guaranteed levels of availability.
• Approach to resilience: We use a range of industry-leading suppliers that provide reliable and scalable cloud computing services. With guaranteed levels of service and support.; ; We have designed and scaled our infrastructure to deal with current and forecasted demand based on historic data. We have automated monitoring of our infrastructure that enables us to forecast future demand and scale our infrastructure, if required within minutes, to manage peaks in demand.
• Outage reporting: There are a number of ways that outages could be reported. For example:; 1) Automated outage reporting - We monitor our key infrastructure and automatic error reports are provided. For example, if the demand on our infrastructure that is used to process mobile ticket purchases exceeds a fixed threshold an alert is generated and provided on to the relevant member(s) of our team.; 2) User outage reporting - The mobile apps include a feedback form for users. Typically users will provide feedback when an outage occurs. All feedback is automatically reported to our internal systems which are pro-actively monitored by staff during normal working hours.; 3) Customer outage reporting - Customer(s) may report an outage, in which case, this will be dealt with by our Help Desk Team.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Access is granted via web portal and email. Web portal access is restricted to authorised users (user name and password). Strong passwords are enforced. Email requests are authorised by receiving an email at a pre-agreed domain or via a pre-agreed out-of-band mechanism such as SMS or phone.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: No
• Cyber essentials: No
• 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: 1) Communication Security - Valid TLS connections are used for communication and are tested against SSL Labs SSL Server Test. Communication with external systems is via TLS wherever possible.; ; 2) System Configuration - Server software is kept up to date at least quarterly, with security patches typically being applied within 48 hours. All server software is configured and provisioned automatically with asset management tools. Test and development systems and applications are kept separate from production. Test systems are restricted to authorised users.; ; 3) Database security - Parameterised queries are always used. Applications access databases with the lowest required credentials.
• Information security policies and processes: Ultimate responsibility for information security rests with the Chief Executive Officer of PTG, but on a day-to-day basis the Chief Technology Officer shall be responsible for managing and implementing the policy and related procedures. Line Managers are responsible for ensuring that their permanent and temporary staff and contractors are aware of: information security policies applicable in their work areas, personal responsibilities for information security and how to access advice on information security matters.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All infrastructure is managed as code in git source control management. Changes require peer review from a senior developer and output from runs are added to an append-only log.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Software components in configuration management are automatically tested against security lists at frequent intervals. Threat information comes from Canonical's Ubuntu Security Notices, AWS security bulletins and Symfony Security Monitoring. Patches are deployed within 48 hours, with a target of 24 hours for any CVE with a base score over 5. Service provider security responsiveness is reviewed annually.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Compromises are identified from network ingress/egress alerts and extensive application event monitoring alerts. Response process includes review from a senior developer with a target response time of 1 hour.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents email (optionally with PGP), documented via the well-known security.txt standard. Reports are provided to impacted users via email within 1 week of incident. Processes are in place for incidents such as DDoS, personal or confidential data exposure.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Equal opportunity:

  Equal opportunity

  Accessibility, equity and equality are fundamental to Passenger's culture, so much so that in 2021 representatives from across the business formed Passenger's Inclusion Guild. Tasked with making sure that our products, culture, and offices don’t just meet the legal requirements but go as far as possible to close any accessibility or equality gaps. The guild meets quarterly to report, discuss and action ideas that define how our team and suppliers design, deliver and communicate. Our inclusion guild is made up of diverse voices and is both open and welcoming to all employees.; ; Our digital products incorporate accessibility best practices for impaired vision and hearing and highlight on-bus facilities such as wheelchair or buggy spaces to support our vision of shared mobility for all. To make sure we stay on top of the evolution of the tech stacks we build on, these practices are also embedded into our programming guidelines. To audit our products and make sure there's nothing further we can offer to help those that may need it we are currently undergoing an accessibility accreditation by The Digital Accessibility Centre.; ; Passenger is a committed member of the National Equality Register (member no: 9191), as well as having corporate policies in place, offers training through its dedicated training platform for staff on best practices for the modern workplace. Our pay banding project aimed at providing pay transparency will roll out in 2022 and be reviewed quarterly keeping us in line with industry averages.; ; Through internal training, four recent staff have been promoted to newly created positions offering clear progression opportunities and creating further opportunities for new staff to enter the workforce. When we advertise for positions we give consideration to minority specific job boards, newsletters and recruiters actively seeking to engage with as diverse a range of applicants as possible.
• Wellbeing:

  Wellbeing

  Passenger has carried out a complete review of employee well being in the aftermath of Covid 19 and the unique personal pressures that this created. ; ; A program called 'LIFT' has been established which aims to maximise support for mental and physical wellbeing in hybrid working conditions. The main thrust of this is: -; ; - 'Buddy' scheme for new starters - carefully selected individuals that complement new employee personal qualities and with relevant product and process experience.; - 'Time Together' initiative - maximising the opportunity to spend time with members of your team or outside of your team. This includes virtual and physical, regular, formally and informally arranged events and opportunities to attend and/or participate in social development events.; - Formal well being with Medical Insurance to allow regular physical and mental health checkups. ; - Mental health training program for line managers - along with supporting material and learning videos accessible 24/7. ; - Funded fitness tracker to encourage personal fitness health awareness ; - Cycle to work scheme to encourage active travel behaviour. ; ; As an employer in Bournemouth and Dorset, Passenger actively promotes engagement with BCP Council, local schools and Bournemouth University. This takes the form of regular school and University visits to promote active travel concepts, as well as joint initiatives with the local council to promote better local journeys.

Pricing

• Price: £30,000 a licence a year
• 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 sales@passengerteam.com. Tell them what format you need. It will help if you say what assistive technology you use.