Fujitsu Services Limited

Fujitsu Smart Ticketing Customer and Card Management System (CMS)

Fujitsu Smart Ticketing (CMS) will provide you with a cloud solution for passenger transport organisations, allowing management of customers and smartcard functions within an ITSO smart ticketing environment. Operating to the latest payment and government standards, the CMS manages concessionary and commercial ticketing customers for public and private transport authorities.

Features

• Meets UK government ITSO smart ticketing standard for transport
• Customer lifecycle management including name, address and other customer details
• Remote web access with real time reporting
• User-friendly interface for customer and card management with full training
• Smartcard media lifecycle management from application and issuance to expiry
• ITSO Action Listing and Hot Listing supported
• Smartcard production from central console (additional charges apply)
• Secure Payment processing and management with PCI DSS compliance
• ITSO Shell and Product Account Management
• Interfaces to Fujitsu ITSO HOPS service (optional module)

Benefits

• Low total cost of ownership
• Multi tenanted service platform allowing support for multiple schemes
• UK Based ServiceDesk 5 days per week, 24/7 optional
• Fully hosted Fujitsu managed service ensuring availability of service
• Supports multi-modal schemes including: bus, heavy/light rail, trams, ferries.
• Central smart card bureau management and reporting
• Fujitsu's proven capability in smart scheme management over 25-years
• Cloud platform supporting many of the UK’s largest transport schemes.
• Schemes supported include TfW, TfGM, First and the Go-Ahead Group
• Optional modules: Analytics, ITSO HOPS, Remote POST and Account-Based Ticketing

£0.00 a unit

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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

571362171026724

Contact

Sam Skinner
07867829234
government.frameworks@fujitsu.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: ITSO HOPS Services; Smart Ticketing Portal Services
• Cloud deployment model: Private cloud
• Service constraints: Subject to agreed planned maintenance for new releases and or bug fixes
• System requirements:
  • Fujitsu issued SSL client certificates installed in client browser
  • Client PCs must have anti virus technology installed

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Varies depending on support arrangements.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Fujitsu Smart Ticketing CMS support levels including: -; ; % Service Level Availability ranging from 95%; Service Desk availability is as follows: -; Mon - Friday 07:00 - 17:30,; Saturday 09:00 - 17:30 and; Sunday 10:00-16:00; ; Fujitsu also operates an optional 24/7 manned helpdesk which is available at an extra cost which is determined by client requirements.; ; Access to an Fujitsu account manager is available for contracted customers.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: N/A
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Fujitsu provides a data extract service which is delivered in CSV format.
• End-of-contract process: Provision of a simple data file of customer owned data only.

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: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Fujitsu Smart Ticketing CMS API can be provided as a RESTful and SOAP interface. The use of the API's use will be documented and configured as part of scheme customisation. API use controlled by an Fujitsu interface control document that will define the scope and usage of each API client connecting to the service.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service can be customised by ACT as follows: -; ; 1. Service configuration to support scheme requirements; 2. Activation of customer soft fields to capture additional customer record details and preferences; 3. Activation and connection of additional service modules (chargeable) including: -; ; - Smart card bureau connection; - Transport reimbursement; - Ticket catalogue management; - Analytics and reporting

Scaling

• Independence of resources: The Fujitsu Smart Ticketing CMS is a cloud solution which can scale to meet customer demand. Fujitsu network monitoring ensures the Fujitsu Smart Ticketing CMS private cloud capacity meets the service capacity agreed with the customer.

Analytics

• Service usage metrics: Yes
• Metrics types: Provided as standard end of month service performance report.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: The Fujitsu Service Desk provide a standard user data export service.
• Data export formats: CSV
• Data import formats: CSV

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: The Smart Ticketing CMS is provided on a 95% service level availability with a service credit regime to compensate for poor performance.
• Approach to resilience: The Smart Ticketing CMS has a secondary (DR) services to provide service resilience in the event of a system disaster.
• Outage reporting: The Smart Ticketing Service Desk will inform customers (by email and phone) directly in the event of an unplanned system outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the Smart Ticketing CMS is via the following :; ; Fujitsu issued SSL certificate; Fujitsu issued User name and password; Support is provided to licenced customers via the Fujitsu Service Desk which operates 7 days per week
• Access restriction testing frequency: At least every 6 months
• 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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 06/01/2022
• What the ISO/IEC 27001 doesn’t cover: Anything that is not included within the scope of the ISO 27001 certification is not included.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group
• PCI DSS accreditation date: 03/11/2021
• What the PCI DSS doesn’t cover: Certification covers Fujitsu portals and CMS platforms with integration of Payment Service Provider (PSP) service only, PCI does not cover any other system.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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
• Information security policies and processes: N/A

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Fujitsu operates its own change management process, reviewed and assessed at a monthly Change Advisory Board (CAB). A change manager plans and tracks the new releases and changes over their lifecycle.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Fujitsu operates a continuous threat assessment process for its business from software security violation monitoring (using Nexus), network vulnerability scanner (using solar winds) and annual pen testing using external security agencies.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Fujitsu operations working closely with infrastructure monitoring and review identified security issues and weaknesses. These are graded against an agreed criticality scale and those items identified as critical are schedule for resolution and owned by head of department. For example identified software security vulnerabilities are automatically scanned, scored and addressed as part of the continuous improvement policies.
• Incident management type: Supplier-defined controls
• Incident management approach: Fujitsu has established predefined and documented incident management process, the ACT Service Desk is available 7 days per week to enable customer to contact ACT to report an incident. Incident reporting in managed via the incident manager and service desk and depending on the severity of the incident can be as frequent as hourly.

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

• Social Value:

  Social Value

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

  Fighting climate change

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Covid-19 recovery

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Tackling economic inequality

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Equal opportunity

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Wellbeing

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Pricing

• Price: £0.00 a unit
• 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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.