Trapeze Group UK Ltd

3sixty PCN Notice Processing with Self-Service (Imperial Civil Enforcement Solutions)

3sixty Notice Processing is Imperial Civil Enforcement Solutions powerful back-office software solution that offers automated, end-to-end notice processing with very little need for manual intervention. 3sixty and its public facing self-service portal, 3sixty Citizen will streamline the way you deliver your parking services and interact with customers.

Features

  • End-to-end notice processing for both PCNs and environmental
  • Workflow management
  • Browser based accessibility
  • Reporting and management information tools
  • Real-time handheld device using smartphone technology
  • Public facing, branded portal offering fully transactional service
  • ChallengeSmarti guided self-help appeals tool
  • LetterSmarti intelligent letter writing tool
  • GeoSmarti geographic information system
  • GoSmarti 'call to action' tool

Benefits

  • Enables customers to meet digital objectives and transform service delivery
  • Introduces significant cost savings and added value
  • Provides a fully transactional web service for motorists
  • Has additional tools and interfaces that will facilitate community engagement
  • Hosting boosts efficiency of budget negating need for capital outlays
  • Business processing service offering improved recovery rates
  • Flexible solution to accommodate specific customer needs and requirements
  • Management tools promote intelligence led enforcement
  • Constantly evolving solution with customer led upgrades twice yearly
  • Seamless and rapid implementation – integration with multiple third parties

Pricing

£1,560 a user a year

Service documents

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

Framework

G-Cloud 13

Service ID

5 8 5 9 5 1 9 6 9 1 9 9 9 0 4

Contact

Trapeze Group UK Ltd Tamzin Wright
Telephone: +447741575216
Email: tenders@assetworks.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
No
System requirements
Modern Browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Call and emails are acknowledged immediately. Best practice SLAs apply.
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
No
Support levels
Imperial provides on-site training and technical support. As part of these, a trainer and or consultant is
dispatched. For pricing and daily rates, please refer to the SFIA score card.
Support available to third parties
No

Onboarding and offboarding

Getting started
Following a discovery meeting, where user requirements are assessed, clients are handed over a fully
tailored system. The on-boarding service includes a one day user training. Imperial support services are
available from the outset should the client require.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
At the end of the contract, the service is switched off, the client is provided with a copy of their data in an agreed format. All client data in possession of Imperial is securely deleted. In case this coincides with decommissioning of hardware then the hardware is also securely disposed of.
End-of-contract process
At the end of the contract, the service is switched off, the client is provided with a copy of their data in an agreed format. All client data in possession of Imperial is securely deleted. In case this coincides with decommissioning of hardware then the hardware is also securely disposed of.

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
The self-service portal is mobile optimised, no functional differences exist
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
3sixty has a dedicated web portal for the public - 3sixty Citizen. 3sixty Citizen allows the public to instantly pay their PCN, review evidence or contact the Council online. The portal is tailored to match the ‘look and feel’ of the Council’s own website.

ChallengeSmarti is a cloud-based self-service system that provides motorists with an enhanced customer experience, providing transparency of your organisational policies, enabling them to make informed decisions regarding their challenges.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We visually inspect pages, adjusting browser settings to ensure we can increase/decrease font sizes easily, switching to black and white to ensure elements indicated by colour can also be identified in other ways and using Audio reader/navigation tools such as JAWS.
We check the html mark-up of each screen against a selection of validation tools including:
• AChecker (http://achecker.ca/checker/index.php)
• Wave (http://wave.webaim.org/)
We check the contrast ratios of font colours against their background using tools such as:
http://leaverou.github.io/contrast-ratio/
We inspect the screens visually taking into account the applicable guidelines.
For each new website installation we run the relevant checking tools as part of the system test process to ensure that the Council’s corporate layout and accessibility requirements fit with our website structure.
API
No
Customisation available
Yes
Description of customisation
Users can customise progression trees and letter templates in the back-office notice processing system.
Imperial will tailor the look and feel of the self-service portal according to the client`s requirement

Scaling

Independence of resources
Infrastructure is designed with considerable headroom to cope with peak traffic and is monitored for issues.

Analytics

Service usage metrics
No

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
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with another standard
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
Standard in-built data export facilities enable users to export DVLA data, enforcement agents` data, any report generated as well as case search results. To allow for 3rd party printing, all required data can be
exported
Data export formats
  • CSV
  • Other
Other data export formats
  • Pdf
  • Xls
Data import formats
Other
Other data import formats
Xml

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
Other
Other protection within supplier network
We have an MPLS link between our offices.

Availability and resilience

Guaranteed availability
Owing to the headroom, redundancies and monitoring incorporated into our infrastructure, we are able to
guarantee 99.5 per cent uptime. Imperial works in accordance with its hosted service SLA, which lays down incident severity levels and resolution times.
Imperial will take all reasonable step to achieve a Resolution of
Incidents within the Target Resolution Times. In the event Imperial fails to meet a service level, service credits will be calculated which can be used for ICES services or training.
Approach to resilience
The system is operated from one of two Datacentres running in an Active/Active configuration with a minimum of Tier 2 rating.

There are essentially four levels of data security to ensure the Council is protected from loss due to any system failure or type of disaster:

• A local snapshot of the data is taken automatically every 15 minutes;

• Data is replicated between Datacentres in real time or every 15 minutes depending on policy;

• Daily back-up to a separate server;

• Weekly transfer from server to tape.

Consequently, at any one time there are effectively five copies of the data: live, snapshot, replicated, backup (disc) and backup (tape).

All data resides on enterprise level SAN’s with virtual machines running on Highly Available hardware. Replication takes place to identical equipment in the opposite site. All servers, firewalls, switches and network links are Highly Available for resilience in the data centres. Full redundancy is provided for power and cooling .The primary and disaster recovery data centres are carrier-neutral with multiple entry points.
Outage reporting
Instant messaging, e-mail and SMS alerts to Support Team.

Identity and authentication

User authentication needed
Yes
User authentication
Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Access is restricted through elevated accounts in active directory.
Access restriction testing frequency
At least once a year
Management access authentication
Dedicated link (for example VPN)

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 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
Between 6 months and 12 months

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
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials certification

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
In accordance with an ISO27001 approach the different risks to the business are analysed and either
resolved, mitigated or accepted. Different aspects of the operations have different policies and recovery
strategies in place.
Information security policies and processes
Access Control systems are in place to protect the interests of all users of the Company computer systems by providing a safe, secure and readily accessible environment in which to work. A formal process is
conducted at regular intervals by system owners and data owners in conjunction with the Infrastructure Department to review users’ access rights. Confidentiality and data protection clauses are integral part of
the employment contracts as well as contracts with business entities. In addition Imperial has Data Protection and Information Security Policies in place.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We follow the agile software development methodology. Typically we release 2-3 new versions of our system annually however the release dates depend on when tangible business benefits using the new
version can be delivered.
When a new release is available all users are emailed with a set of detailed release notes documenting the changes, additions and fixes in the release. Where a change, addition or fix is of a particular benefit to a
specific customer they are contacted directly by Imperial Support.
Vulnerability management type
Undisclosed
Vulnerability management approach
Undisclosed
Protective monitoring type
Undisclosed
Protective monitoring approach
Undisclosed
Incident management type
Undisclosed
Incident management approach
Undisclosed

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

Fighting climate change

Fighting climate change

At Imperial, we are dedicated to reducing our own environmental impact wherever possible, as well as developing tools to help our customers to do so.

To reduce our own impact on the environment, Imperial employees are all made aware of the corporate environmental policy at their induction. We also implemented an energy efficient office space, bike storage lockers and a cycle to work scheme to encourage sustainable travel to work, a flexible home working policy and focus on virtual meetings where appropriate, to reduce the need for our employees to travel unnecessarily.

We have developed a range of solutions to help our customers to reduce their environmental impact.

Creating an efficient solution for our customers also brings environmental benefits for the local environment.

GoSmarti enables our customers to deploy patrolling officers in a targeted way and can use data from smart bay sensors to target vehicle overstays in electric vehicle charging points, to create availability for other electric vehicles.

ChallengeSmarti provides an online one touch solution for challenges and eliminating needless back and forth communication. This not only enhances the user experience but also reduces the carbon footprint associated with back and forth postage.

3sixty can also be used to enforce Clean Air and Low Emission Zones to help our customers to improve local air quality.

The 3sixty Bus Lane Enforcement module helps to improve road safety and correct motorists' behaviour around bus lanes. By supporting our customers to improve the punctuality of public transport, especially in peak hours, this increases the likelihood of citizens choosing to commute by bus.
Tackling economic inequality

Tackling economic inequality

We have delivered a number of social value initiatives throughout the Bristol and Northampton areas in which we operate.
We conduct staff visits to schools in these local areas to demonstrate our software and talk about potential careers in software and IT. We host school and college visits to our Business Processing Centre in Northampton. We support numerous local charities throughout each year, including children’s charities.
Equal opportunity

Equal opportunity

We have delivered a number of social value initiatives throughout the Bristol and Northampton areas in which we operate. As an employer, we work with Remploy, a leading provider of specialist employment services to disabled people, to offer transformational employment opportunities to disabled people and those with complex needs.
Our tools ensure all outgoing correspondence is clearly and consistently written in ‘plain English’, and is easy to follow and action even for those local citizens who may not speak English as a first language.
Wellbeing

Wellbeing

Imperial is committed to the wellbeing of our staff, and we also place a great emphasis on delivering improvements to the wellbeing our customers and their local communities, through use of our software.

Initiatives to support the physical and mental health of our workforce include: charity walking, cycling and running challenges, a cycle to work scheme, a free independent counselling service, and other resources including a monthly newsletter created by our ‘healthy minds’ company mental health champions.
Our software can help to reduce stress associated with receiving penalty notices and gives clear, easy to understand guidance on when citizens have or do not have legitimate grounds for challenging. ChallengeSmarti helps citizens to avoid futile challenges that may potentially consume time and cause stress by providing clear education and information on your policies. As a result, your staff dealing with challenges will in turn be faced with less PCN challenges and associated calls from confused or upset citizens.

The 3sixty Bus Lane Enforcement module helps to improve road safety and correct motorists' behaviour around bus lanes. By supporting our customers to improve the punctuality of public transport, especially in peak hours, this increases the likelihood of citizens choosing to commute by bus and makes it safer and easier for bus users to board and alight services, particularly the elderly and disabled. It can also improve safety for pedestrians and cyclists in busy urban areas.

We are also now helping a number of our UK local authority customers such as to introduce Clean Air Zones in busy urban areas to improve local air quality.

Pricing

Price
£1,560 a user a year
Discount for educational organisations
No
Free trial available
No

Service documents

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