PAYBYPHONE

Cashless Parking Service

PayByPhone makes parking easy for motorists. We enable clients to increase revenue whilst reducing costs. With over 70 million users and 11 payment options the service is secure and highly accessible. A B2C marketing plan ensures a high take up of the service whilst helping tackle climate change.

Features

• Mobile applications (iOS, Android, Huawei, Windows)
• Mobile/Desktop Website
• 11 Payment Channels (including Google/Apple pay)
• Text (SMS) Service and Interactive Voice Response Service
• Cash Payment Service
• Power BI Management Information Reporting Back-Office System
• Enforcement integration of handhelds
• Merchant Account Facilities
• Emissions Based Charging
• Differential Charging

Benefits

• Increased Parking Revenues
• Reduced Parking Infrastructure and Operational Costs
• 11 Payment Channels (including Google/Apple pay)
• Real-Time Dashboard Reporting
• Secure (PCI DSS Level One Certified) Platform
• UK-Based Client Account Management
• Free 24x7x365 Live Agent Support (local rate number)
• 99.8% Uptime SLA
• 70 Million Registered Users
• B2C Marketing Campaigns

£0.00 to £0.15 a transaction

• Free trial 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 uktenders@paybyphone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

590766391598259

Contact

Rebecca Maisey
07833 491634
uktenders@paybyphone.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Community cloud
• Service constraints: There are no constraints in relation to our core service.
• System requirements: There are no system requirements PayByPhone is a SaaS Model.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA response is 2 working days
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: The website facility has been tested for assistive technology users. (e.g. audio support)
• Onsite support: Onsite support
• Support levels: Support levels: We will respond to questions from clients by close of business the next working day. ; Different Support Levels: There is no cost for different support levels.; Technical Account Manager: Clients will get full access to our UK-based client account management team who will provide technical support. Our service definition document provides more information about our response times and service level agreement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our implementation process takes between four and six weeks depending on the complexity of the integrations. We’ll put together a bespoke implementation plan for you after the kick off meeting. This plan will include; signage, training (onsite/online, which includes user documentation), marketing and pre-launch activities.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Clients be able to download any extractable data (including historic usage reports) using our Back-Office System. Clients will not, however, be able to extract motorists' data because this data belongs to PayByPhone.
• End-of-contract process: We will assist clients in transitioning the service to their new service provider at the end of the contract. If PayByPhone acts as the merchant, then we will agree a cut-off date and transfer any outstanding parking fees (less any agreed service fees) to the clients bank account. If they act as the merchant, then we will agree a cut-off date and raise a final invoice for the agreed service fees. These services will be provided free of charge.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between our mobile and desktop websites
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: We can integrate our solution with your existing enforcement solution using our application program interface (API). We offer out-of-the-box integrations with Imperial Civil Enforcement Solutions, Conduent, Chipside, Civica, Spur, and Taranto System. We can also use this API to put in place more advanced integrations (including with your existing bay sensor and automatic number plate recognition solutions).
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: We’ll replace our standard background image with an image of your choice. This feature is called “dynamic labelling”. You could also use this feature to generate additional income by promoting local businesses and events. Our service definition document provides more information about this feature. ; ; The PayByPhone service is also customised to reflect each Parking Operator's tariff configuration

Scaling

• Independence of resources: PayByPhone processes more than 200 million transactions per annum. In 2023 we processed over 80 million transactions in the UK. ; ; Despite this growth, system capacity is on average, less than 50% utilised and can be scaled according to needs that future transaction growth demands.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide a range of metrics covering:; - Revenue (By Location/Zone/Overall); - Transaction Volumes (By Location/Zone/Overall); - Parking Durations (By Location/Zone/Overall); - Usage/Registration Statistics (By Platform); - Motorist Demographics; - Payment Methods
• 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
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: You'll be able to download any extractable data (including historic usage reports) using our Back-Office System. All data is handled in line with applicable legislation (GDPR, DPA2018 etc).
• Data export formats:
  • CSV
  • Other
• Other data export formats: Xls
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLS

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: Our service SLA stipulates the following targets for availability:; - Smartphone Applications: 99.8%; - Mobile Website: 99.8%; - Desktop Website: 99.8%; - Back-Office System: 99.8%; - Parking Enforcement API: 99.8%; - Payment Processing: 99.8%; - Time Synchronisation: 99.8%; ; Our service definition document provides more information about our service SLA.
• Approach to resilience: PayByPhone's application achieves resiliency and high-availability through deployment in multiple availability zones (AZ) in the AWS cloud. By deploying redundant copies of infrastructure in multiple availability zones, the service is protected from downtime due to the failure of a single AZ.
• Outage reporting: PayByPhone delivers >99.8% uptime. There is no need for clients to monitor the service. PayByPhone monitors and logs all security events using industry standard Security information and event management (SIEM) infrastructure.; In the rare instance of an outage notifications are sent to clients via automated processes with updates provided every 30 minutes until resolution. ; ; Public facing channels utilised are Mobile Apps, IVR, Website, 24/7 call centre and Social Media platforms, alerting end users offering advice/assistance as applicable.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Each computer system has an automated or procedural access control process to authenticate all system users. Physical and/or logical controls are defined to ensure only the intended account can use that mechanism to gain access. Including. each User has a unique User identifier (user ID). All passwords to be at least 12 characters in length. Accounts are locked out after not more than six invalid logon attempts. 90 days. Critical systems with access to the CDE will have 2-factor authentication; implemented.
• Access restrictions in management interfaces and support channels: We can, if necessary, restrict access to our Back-Office System (our management interface) to specific IP addresses.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 08/04/2023
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Kirkpatrick Price, Inc
• PCI DSS accreditation date: 17/11/2023
• What the PCI DSS doesn’t cover: All our payment channels are covered by this certification.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC II
  • ISO90001

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 (Level One Certified). ; - NIST SP 800-57 (Computer Security); - OWASP Top 10 Best Practices.; - Standard Infrastructure and Event Management (SIEM).; -Cyber Security Essentials
• Information security policies and processes: We have a robust information security policy in place and an enforcement governance regime to ensure that the policy is adhered to. Our policy complies with ISO27001, ISO27002, PCI DSS Level 1 requirements, the Data Protection Act 2008 and the GDPR.; We monitor and log all security events using industry standard security information and event management (SIEM) infrastructure. These systems are configured to aggregate all security events into one platform which can inspect, analyse, and alert our systems administrators to any suspicious network activity. Requirement 10 of PCI-DSS “Requirement 10: Track and monitor all access to network resources and cardholder data” requires an organisation to maintain a correctly deployed and robust SIEM solution. Our processes are audited yearly as part of our PCI-DSS compliance.

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: Available on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We have a mature vulnerability management programme. This programme is based on four steps which occur monthly (or on an ad-hoc basis if out-of-band critical security patches are released by manufacturers). The four steps include: corporate security patching (operating systems, third-party software patching); production security patching (operating systems, third-party software patching); core infrastructure patching (firewalls, switches, databases), and finally; a vulnerability scan. In addition to these steps, we also perform (external) network vulnerability tests on a monthly basis.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We've put in place a range of monitoring systems including DDOS mitigation appliances, intrusion detection appliances, file integrity appliances, firewall appliances (hardware and software), antivirus appliances, and log aggregation systems. These systems enable us to prevent attacks in real-time. Our network architecture prevents direct internet access to our critical systems. All payment data is encrypted inside the database and can only be accessed via our payment applications. Finally, access to our systems is based on user-based authentication and authorisation processes whereby permissions and privileges are explicitly assigned by our systems administrators.
• Incident management type: Undisclosed
• Incident management approach: Our incident management process incorporates standard procedures for handling common events, our procedure for reporting incidents, and our procedure for preparing and sharing incident reports. This process, which is available on request, is tested twice a year.

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

  Fighting climate change

  PayByPhone is a Carbon Neutral PLUS certified supplier, we offset more emissions than we produce.; The service inherently helps tackle climate change by reducing the following that parking operations incur:; • Reduces customer vehicle journey times, using interactive maps and extend facilities; • Environmental impact of cash collection and machine maintenance teams, some clients have reduced operational mileage by more than 100,000 miles per annum; • Reduces/removes hardware support and repair of physical infrastructure (P&D machines – physical tickets ; • Reduces/removes costs and impact of theft and vandalism of parking machines, stolen cash, repair/replacement of machines and police time ; • Virtual Visitor Vouchers for resident permit holders – removing print and post impact of physical scratch cards; • Enables reduction/removal of payment machines whilst still offering a cash service via 29,000 UK retail outlets; • Emissions based charging - with discounts for electric vehicles and surcharges for high polluting vehicles ; • PayByPhone delivers cost savings to all clients meaning they can spend budget to improve the environment ; • Pollution eating signage that removes harmful particles ; • Award winning environmental initiatives – Meters for Trees & Green Christmas – these amazing projects (NO COST to clients) have to date help us plant more than 288,698 trees via a VCS audited project in India.; These initiatives and the benefits are a constant outcome of deploying PayByPhone from day one of a contract – the more the system is used by motorists the more we can all help tackle climate change. ; Since 2019 the CO2 offset by these initiatives is the equivalent 3,262,000 vehicle miles, which equates to circumnavigating planet earth almost 823 times in a vehicle. ; We have partnered with Portel-Pará REDD project; a Verified Carbon Standard (VCS) audited project in the Amazon rainforest that combats deforestation to deliver these amazing results.

Pricing

• Price: £0.00 to £0.15 a transaction
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: PayByPhone offers a free trial of the cashless parking solution to buyers. Free trials are limited to 6-months in duration. On successful completion of the trial the Buyer will enter into another Call-Off Contract with the Supplier for a period of 2-years at the rates established within the Framework
• Link to free trial: Not applicable. The service is viewable via our website and mobile applications.

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