SmartCitizen Limited

SmartCitizen Cloud Card Management System

The Cloud Card Management System gives local authority staff the ability to manage the data life-cycle for a range of smart or non-smart cards for different Council service areas in a single management system. This includes workflow for new applications, renewals and replacements, and document and image uploads as required.

Features

• Capacity for online new applications, renewals and replacements
• Supports ITSO, DfT requirements for ENCTS and commercial travel cards
• Duplicate checking and data validation
• Entitlement validation based on age, residence or custom entitlement rules
• Save and return later application process with unique reference
• Photo capture and cropping tool with digital storage
• Entitlement proof upload or live capture tool with digital storage
• Card cancellation with automatic hotlisting (where integrated with HOPS)
• Real time end user verification using LexisNexis ID check
• Integration with payments providers (WorldPay, SagePay, Capita, NMI)

Benefits

• Fully online, paperless application process for a range of cards
• Manages multiple card types and council service requests concurrently
• Full, documented APIs available (REST&SOAP) for 3rd party integration
• Manned Service Desk 5 days per week with optional extensions
• Configurable service area workflow and process management
• Membership of User Group sharing ideas and defining route map
• Range of optional modules including identity checking and payments integration
• Real time Interface with SmartCitizen Cloud Customer Portal/Mobile App (optional)
• Reports dashboard and range of reports built-in as standard
• Proven cloud platform supporting many UK local authority card schemes

£10,000 a unit 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 simon.bennetts@smartcitizen.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

607233172812127

Contact

Simon Bennetts
01872 250 161
simon.bennetts@smartcitizen.net

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: SmartCitizen Cloud Portal Service; SmartCitizen Mobile App
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance window for security patches occurs at 3am on the second Sunday of the month where a Microsoft security patch is released the previous Tuesday.
• System requirements:
  • Users must have internet access via their device
  • Domain owned certificate if hosting using domain-owned URL
  • Existing Payment Service Provider facility required for online payment
  • Users must have webcams if live photo capture required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Emails are responded to within one normal working day. Weekend support can be supplied at extra cost.
• 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: We offer a 3 tier support system during a normal working day:; Level 1 - Response Time 1 hour, Target resolve time 8 hrs; Level 2 - Response Time 4 hours, Target resolve time 2 working days; Level 3 - Response Time 8 hours, Target resolve time 4 working days; A normal working day is from 8am to 6pm. Saturday cover can be provided at an extra cost. An Application Support Specialist will be provided as a customer point of contact.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A test site would be provided containing examples of customer data for users to review prior to go live. This would be used for testing and also training. Training sessions take the form of a "train the trainer" session with up to 20 delegates in attendance, via Teams. A full user manual is also available for download from the site. Training is done via teams, with customers offered the option to record the training session as a means of delivering training to users outside of the official training window.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We would discuss with the customer the format they would like their data extracted in. This can be supplied in CSV with images extracted as JPEGs, or as XML with images included as binary. Password information would not be included in the data extract. Upon receipt of the data extract request from the customer, SmartCitizen would feed back any costs associated with the extract process requested, and provide a date for when the work would be undertaken, factoring in the customer's requirements at all times.
• End-of-contract process: 3 months termination notice required. SmartCitizen staff will work with the customer to agree a suitable exit strategy, including format of files required and any associated costs with providing the files in the agreed format.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No differences between the mobile and desktop service.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: There are 2 APIs available. One SOAP service, built upon the .Net WCF framework and one REST using Swagger documentation.; Implementations in Java, PHP and .Net have all been developed successfully against these APIs. A username and password combination are used to authenticate a client against the SOAP API whereas tokens are issued for authentication to the REST API. ; Via the API, users can:; creating and update individual cardholder records;; upload photographs;; upload scanned documents;; request new cards;; cancel existing cards;; pull down batches of cards that are ready to print;; reconcile batches of printed cards;; notify external integrated systems of new cardholders enrolled;; notify external integrated systems of updates to existing card holder information (e.g. lost/hotlisted cards);; record card holder activity data / transactions into the CMS (e.g. journey information for travel cards)
• 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: 1. Service configuration to support scheme requirements.; 2. Customer-facing portal branding, colours, text and imagery are tailored to customer needs.; 3. Can be hosted using customer owned domain URL ; 4. Can include customer’s own specific validation rules for entitlement checks; 5. Content of all drop down lists fully customizable including documents acceptable as proofs of entitlement. ; Customisation occurs during the set up phases of the project and would be undertaken by our staff working closely with the customer to achieve the desired result. Thereafter changes to the configuration would be handled as a change request and again performed by SmartCitizen staff, typically released onto a test site first before deployment to live.

Scaling

• Independence of resources: SmartCitizen operates a virtualised resilient server environment based on the Windows Server Datacentre platform that enables us to ensure high levels of availability. ; To ensure resilience of network connectivity we have a dedicated high capacity leased line provided to us with a 100% up time and guaranteed SLA backing. We also maintain a secondary Internet connection available as a contingency. ; Customer data is stored in their own dedicated SQL database to further ensure they are fully independent and not affected by any other demand placed on our services.

Analytics

• Service usage metrics: Yes
• Metrics types: These would be agreed with the customer at the outset of the project. The system records the following metrics that can be made available to customers via the administration portal including: Number of applicants applying via the public portal; Type of application received; Length of time taken to complete the application process; Length of time taken on each step of the process.; The following metrics can be provided on request or via regular reports: Common errors encountered; browser type/device used; service availability and uptime.
• 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: 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: 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: Another external penetration testing organisation
• Protecting data at rest:
  • 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: 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: There is a range of reports available on the administration portal that permit users to download data in a variety of formats including csv, excel, pdf. Users can also access their data via the API which permits the full extract of a customer record in XML format. This works per record rather than a bulk extract however.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
  • XML (via the API)
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML (via the API)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: 99% minimum service availability
• Approach to resilience: We have a range of measures in place to ensure the continued availability of hosted customer systems and data. These include, but are not limited to: ; • The use of uninterruptible power supplies (UPS) ; • Backup standby generator ; • Warm standby hardware stored offsite ; • Use of daily database backups and hourly transaction log backups ; • Arrangements with third parties to cover loss of service capacity ; • A dedicated leased line available to our customers with a 100% up time guaranteed SLA backing. ; • A virtualised resilient server environment that enables us to ensure high levels of availability and also enables us to replace and rebuild customer systems quickly and effectively. ; • A comprehensive Business Continuity Disaster Recovery Plan ; More details can be made available upon request.
• Outage reporting: We use a number of systems to monitor system availability and performance including internal and external tools. For performance monitoring, we use Microsoft tools (performance monitoring, SQL profilers etc.). We measure system availability using our own internally developed tool which monitors the system health of our servers and services which alerts via SMS and email should services become unavailable.; We also make use of external monitoring systems (currently StatusCake) which provides health checking and alerting services to notify us of potential outages.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Management interfaces and support channels are accessed by authenticated users only. Access to the public portal is authenticated once the customer creates a web account and logs in to the portal.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Administration portal IP restricted to customer. Public portal not restricted as by definition it is a publicly available service.

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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 2013
• What the ISO/IEC 27001 doesn’t cover: Excludes outsourced software development.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: SmartCitizen operates an ISO 27001-compliant Information Security Management System which was first certified against the standard by a UKAS-accredited auditor NQA in May 2013 and last renewed in April 2020, with another full certification due in May 2022.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Versions of servers, network devices, storage, operating systems, utility and application software are audited and logged. Software component changes are logged and managed through their lifetime using Subversion source control.; Customer change requests are managed via SmartCitizen's change control process which includes a risk assessment to consider any potential security impact, as well as considering other factors (including scheduling and costs) in implementing the requested change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We are ISO 27001 certified and we use a Unified Threat Management system to monitor and alert to any potential threats to our services. Vulnerability patching is done on a regular basis, to co-incide with patch releases from Microsoft. We also have a dedicated Security Consultant monitoring online feeds relating to security threats and handling the prioritizing of patching where any of our services could be impacted.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: When a potential compromise is identified, the compromise is risk assessed to identify the severity level. We aim to respond within 1 working day to any severity level 1 incident.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an internally developed piece of software for logging incidents which are reported by customers. Customers may either login and report their own incidents, or can email or telephone our support desk to notify us of an incident. Details are logged in defined categories, and the severity level assessed before a target resolution time is assigned. Details of these calls and their resolutions are logged, and lists can be supplied back to the customer as part of a monthly management report.

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

  Our software allows customers to interact with their customers via a web portal so that they are not required to travel in to make an application or receive a service from the authority. Where possible communication with the applicant is via electronic means rather than generating letters.

Pricing

• Price: £10,000 a unit 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 simon.bennetts@smartcitizen.net. Tell them what format you need. It will help if you say what assistive technology you use.