ParentPay Limited

ParentPay

ParentPay online payments, meal management and communications for caterers, multi academy trusts and schools.
ParentPay is the UK’s leading provider of online payment, parent communications, income management reporting, meal & kitchen management for schools, MAT’s, local authorities, and caterers. Including payments for trips, school meals, donations, exams and uniform.

Features

• Secure online & PayPoint payments for schools, MAT’s & caterers
• Finance and business intelligence reporting analysis for schools & caterers
• School & Parent bilingual communications via SMS, print & email
• Parent & student meal pre-booking, at home, classroom & POS
• Meal Management with allergen, nutritional analysis & cashless catering integration
• Shared menu management with user defined permissions
• ISO 27001, PCI DSS Level 1, Cyber Essentials Plus accredited
• Wraparound Care, Breakfast, Afterschool Clubs & Parents Evening, Room Bookings
• Donations including Gift Aid reporting for fundraising, submission & audit
• Accounts & reconciliation reports with bespoke financial coding

Benefits

• Manage trips and trip reporting & refunds online
• Manage & recover debt
• Time management & efficiency with cashless paperless office
• Financial reporting supports improved audits
• Engaging parents with healthy meals with parental & pupil booking
• Allergy & dietary control with nutritional analysis
• Increased school dinner number uptake & participation
• Enables social distancing for contactless, safe pre ordering and booking
• Quality training and support for parents, schools, MAT’s and caterers
• Digitised central monitoring and control of financial activities and procedures

£200 a unit a year

• Education pricing available

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 nicola.howard@parentpay.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

567083064959191

Contact

Nicola Howard
07881915899
nicola.howard@parentpay.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Planned maintenance windows are applied out of hours.
• System requirements:
  • Modern supported Web Browser, security patches applied.
  • Browser Javascript Support
  • Browser Cookies Support
  • TLS1.2 Transport Encryption Support

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: As per SLA. ; Standard Classifications are:; P1 - Serious. Resolved within 6 working hours (24x7); P2 - Non-Serious. Resolved within 16 working hours ( 2 days ). Office Hours Only.; Tickets can be logged 24x7 via email or online web support form. Telephone lines are available from 08:30 to 16:30 Mon - Fri. All systems are monitored 24x7 by our own team of infrastructure engineer
• 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: Comprehensive details of support are available in the ParentPay standard Terms & Conditions submitted as part of this service description. ; As a SAAS solution there is little requirement from schools for onsite support. On site training is available if required by our specialist training managers. Cost available on request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Web based training, project management, onsite training and a support documentation library is available to all users of the system
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon completion or termination of the contract, the service will for up to thirty (30) days following such termination permit customer to export its data, in accordance with the capabilities of the service. Following such period, data stored or processed on behalf of the customer shall be removed or anonymised in accordance with the organisations Data Protection Policy, Privacy Notice, and Data Retention and Disposal Policy.
• End-of-contract process: Annual licence fee is included. No additional end of contract cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ParentPay provide a mobile friendly version of the ParentPay application optimised for smaller devices and touchscreen input.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service is accessed through a standard secure web browser interface. All interfaces have been designed with effective user experience and accessibility in mind.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: No specific testing is conducted, however all interfaces have been designed with accessibility in mind, based on WCAG 2.1 AA.
• API: Yes
• What users can and can't do using the API: Service APIs are used for cashless and catering partners only.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Customers can upload logos to customise their service.

Scaling

• Independence of resources: The core platform is privately managed and does not share capacity with any other tenants. Customer data is logically separated through robust application logic which is regularly tested. Database sharding technology is applied. Significant redundancy is built into the infrastructure and server capacity to ensure the service is always available.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are provided as required by the client. Standard metrics are platform uptime, support tickets, escalations, activation rates and health reports.
• Reporting types:
  • 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported using the microsoft suite of tools such as Excel. CSV file format is also supported
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Web API
  • MIS:Sync extractor tool

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SLA available on request
• Approach to resilience: Significant redundancy and resilience is built into the infrastructure and server capacity to ensure the service is always available. Enterprise monitoring solutions are deployed and the service is maintained on a 24x7 basis by a full IT team. Capacity management processes and procedures are established.
• Outage reporting: Service notifications are provided within the app.; Email based notifications are provided where appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Platform management interfaces are only accessible via secure VPN and all access is protected by Multi-Factor-Authentication (MFA).
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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: Between 1 month and 6 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: Yes
• Who accredited the ISO/IEC 27001: Certification Europe (UK) Ltd, (UKAS Certification Body)
• ISO/IEC 27001 accreditation date: 24/01/2020
• What the ISO/IEC 27001 doesn’t cover: Schools, councils, other customers, and end users' own local computer systems and networks - and their associated physical locations, are outside of the ISMS scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: One Compliance Cyber Limited
• PCI DSS accreditation date: 07/03/2020
• What the PCI DSS doesn’t cover: The PCI-DSS certification is constrained to the Card Data Environment (CDE) and any connected or supporting systems.
• Cyber essentials: No
• 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: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: PCI-DSS (Level 1); Cyber Essentials Plus
• Information security policies and processes: ParentPay operate an ISO 27001 certified Information Security Management System (ISMS) - this has been certified by a UKAS accredited certification body.; ; A dedicated security team of qualified specialists maintain, monitor and enforce technical and organisational security controls.; ; We are audited by independent specialist third parties at least four times per year.; ParentPay operate a comprehensive catalogue of security policies, processes and procedures; Including but not limited to:; ; Security Policy.; ISMS Manual.; Acceptable Use Policy.; Access Control and Onboarding-Offboarding.; Business Continuity Strategy.; Business Continuity Plans.; BYOD Policy.; Capacity Management Policy.; Change Control Process.; Clear Desk Policy.; Cryptography, Certificates and Key Management Policy.; Data Protection Policy.; Data Retention and Disposal Policy.; Development Process Standards and Practices.; Firewall & Router Configuration Strategy.; Incident Response Procedures.; Information Classification and Handling.; IT Decommission Process.; ParentPay Fraud and AML Strategy.; Password Policy.; Patch and Vulnerability Management Strategy.; Physical Security Policy.; Security within Project Management.; Remote Working and Mobile Device Policy.; Security Considerations for Key Decision Makers.; Social Media Policy.; Supplier and Third Party Management Policy.; System Build Standards.; IT Documented Operating Procedures.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Full change control process is applied to the product and hosting infrastructure. This applies to all assets. Changes require CAB review and approval. Security considerations are specifically identified as a strict requirement.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Internal and external components are assessed by industry leading vulnerability scanners on a weekly basis. Additional cyber risk assessment tools monitor OSINT data feeds on an ongoing basis. PCI-DSS ASV scans take place every three months. Any and all findings are subject to risk assessment and suitable remediation through change control processes.; Critical and Security updates to be installed within one month of release.; All other available vendor updates to be installed within 3 months of release.; We actively participate in a threat sharing community and monitor special interest security groups continuously.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We operate network and host based intrusion detection systems. All infrastructure components and logging is supported by a SIEM platform, including User-Behaviour-Analytics (UBA) capabilities. Endpoint and back-office systems run DLP controls to help detect and prevent data loss events. External breach indicators are also independently monitored on an ongoing basis. Canary tokens and honeypot technology is also applied. We operate, train and regularly test a comprehensive Incident Response Programme - including forensics evidence collection capabilities. Security Incidents are responded to immediately following identification, by a dedicated security team.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our detailed Incident Response Programme has developed a full array of specific response processes for particular events. We operate, train and regularly test the full process - including forensic evidence collection processes. Security Incidents are responded to immediately following identification, by a dedicated security team.; All employees are required to report any confirmed or suspected security incidents.; The security team can be contacted by customers, users or employees at any time via email or telephone.; Detailed incident reports are provided as necessary - including an executive summary, event timeline, investigative and containment steps, root cause analysis, remediation and lessons learned.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Fighting Climate Change; ; ParentPay’s use of technology to enhance the quality of life for children, young people and their families while minimising impact on the environment speaks to the connectedness between wellbeing and the health of people, biodiversity, the environment , how businesses are run and the world of work. This is why People, community and environment remain at the centre of our core values. ; ; Software systems like ours are by their very nature already considered part of cleaner, greener industries because of their reduced environmental impact and contribution to sustainability. Our statements on modern slavery, our ethical purchasing policy, resource efficiency and circular economy commitments, business continuity policy and trained staff dedicated to environmental and social governance further embed and action sustainability across our business and client base.; ; Our circular economy practices, staff travel incentives for GHC reduction re cycling schemes and rail passes are all part of our climate recovery efforts. At ParentPay, all retired electronic devices are securely erased and safely disposed of., certified by Recycle IT. We have also extended the ‘in-use’ life cycle of devices, where impact on efficiency is not compromised. This helps to reduce landfill space, air and water pollution, impact people’s health and biodiversity loss. ; ; We have put in place an Environmental, Social and Governance sub-committee of the board which drives ongoing and sustainable planning and development in all climate recovery ensuring a wholistic approach and accountability.; ; We work with clients across the country to support climate recovery initiatives as part of our social value commitments.
• Covid-19 recovery:

  Covid-19 recovery

  Covid Recovery; ; ParentPay responded agilely to the covid pandemic remaining fully committed to our clients our staff and our network of offices. Our operations model always had a mix of hybrid and office-based working, which facilitated a successful expansion called for due to the pandemic. We rolled out additional health & safety, communications, and virtual engagement schemes for staff and customers. Furloughed staff were fully supported and involved in on-going training to maintain their and grow skills and all returned post pandemic.; We have continued operations post pandemic based on constant reviews, and in line with government guidelines. Our staff and customers have remained central to this.as has new and revised initiatives to support smooth transitions and re-entry for those who need it, special wellbeing and support programmes, re-energized work on climate recovery and community benefits in the interest of building strong stable and resilient families and communities.
• Tackling economic inequality:

  Tackling economic inequality

  Tackling economic inequalities ; Our commitment to employee wellbeing and job stability is inclusive of our commitments to help build strong social safety nets and more resilient communities in the interest of climate recovery , reduced inequality and a better quality of life. ; ; ParentPay is an accredited Real Living Wage Employer. We are pleased to join employers committed to paying staff wages that they can live on. We also pay all directly employed and regular third-party contracted staff no less than the Real Living Wage. We consider this of utmost importance in the drive to boost economies and help to eliminate the number of adults and children living in poverty ; ; This is further underpinned by HR polices which include: Whistle, Blowing, Equality & Diversity, Health & Safety. These are part of our on-boarding pack for staff . New starters become familiar with key policies such as these and sign-off on them. We have always had a very diverse workforce and in addition have also taken steps to analyse workforce pay considering any gender gap pay issues to further ensure equality. ; ; Our holistic approach to reducing economic inequalities is further linked into out fair work, ethical procurement and sustainability/climate recovery principles and practices. Our ethical procurement goals include work with suppliers to ensure their commitment to modern slavery, circular economy practices , fair work and climate recovery parallel our own. ParentPay also collaborates with community groups and other relevant partners across purchasing localities to deliver community benefit programmes. These programmes are matched with local needs and are based on sustainability and impact.
• Equal opportunity:

  Equal opportunity

  Equal Opportunities; We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.; We are working to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect is an important aspect of ensuring equal opportunities in employment.; We do not unlawfully discriminate against staff or job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (these are called protected characteristics).; The principles of non-discrimination and equality of opportunity also apply to the way in which staff treat visitors, clients, customers, suppliers and former staff members.; All staff have a duty to act in accordance with this policy and treat colleagues with dignity at all times, and not to discriminate against or harass other members of staff, regardless of their status.
• Wellbeing:

  Wellbeing

  Wellbeing; ; ParentPay has an embedded Thrive at Work Scheme based on the principle that ‘fair work is work that offers effective voice, opportunity, security, fulfilment and respect; and overall wellbeing. It balances the rights and responsibilities of employers and workers generating benefits for individuals, organizations and society’ . In our Thrive at Work scheme, we focus on a different topic each month plus a range of weekly activities for staff covering :; • health and well-being; • finance management,; • stress awareness, ; • coping with depression; • charity fundraising initiatives; • substance abuse; • domestic abuse; • BAME support,; • cycle to work schemes; • making greener travel choices; • Lifeworks confidential advice,; • friends and family focus; • exercise programmes and other areas. ; Charity support via fundraising is an activity that covers all UK locations e.g. work with Macmillan Trust, Winston’s Wish and Children in Need . All employees are involved in the Thrive at Work programmes. Staff input and feedback have shaped the programme from the start and continues, in terms priorities and areas of interest. This done through surveys and appointed ambassadors across all departments and teams.; ParentPay has received the bronze award in the Thrive at Work accreditation scheme, and staff and management have committed to achieving the gold standard, the highest award. It is to the benefit of staff and their families, us as employers and to our clients, the resilient , healthy, motivated workforce that programmes like these produce. Fair Work/Thrive At Work Programmes, support efficient delivery of service targets and also demonstrate ethical employment /corporate principles & values for us as a supplier.

Pricing

• Price: £200 a unit a year
• Discount for educational organisations: Yes
• Free trial available: No

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 nicola.howard@parentpay.com. Tell them what format you need. It will help if you say what assistive technology you use.