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TRANSUNION INTERNATIONAL UK LIMITED

TransUnion - Debtor Tracing, Data Cleanse and Customer Management - CallTrace & Intouch

TransUnion's Trace, Debt Collection and Recovery Services use sophisticated address-link logic to help identify an individual’s true residency and ascertain the most likely residential address, to locate your customer. Propensity to pay, contact information, credit activity, Land Registry, along with other insight, is appended to support a better collections strategy.

Features

  • Legal, transparent and helps support FCA Treating Customers Fairly guidelines
  • Automatically cleanses address data against the Post Office Address File
  • Confirms ‘living as stated’ or identifies new address Links
  • Sophisticated occupancy status derivation address logic identifies best address.
  • Consented landline, mobile and email append delivers contact options
  • Public Data and CRA account flags calculate likelihood of collection
  • Segmentation analysis helps drive better-informed business processes with propensity models
  • Additionally deliver DataDNA to create a single view of customer
  • P2P and P2C scores to help enhance collections strategy
  • Identify deceased individuals

Benefits

  • Avoid mis-tracing, to help reduce the cost and customer dissatisfaction
  • Confidently correspond with the right customer in the right place
  • Deploy appropriate collections strategies, dependant on likely contact and re-payment
  • Improve consistency and accuracy of decisions
  • Land Registry data available in output
  • Create an accurate single customer view
  • Enable affordable and sustainable decisions and help reduce operational costs
  • Develop and implement appropriate customer contact strategies
  • Simple and configurable batch file process
  • Reduces the need for manual investigation

Pricing

£0.05 a unit

  • Free trial available

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 mark.pestereff@transunion.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

6 7 2 9 0 2 9 1 7 7 9 7 9 0 7

Contact

TRANSUNION INTERNATIONAL UK LIMITED Mark Pestereff
Telephone: 07773 212093
Email: mark.pestereff@transunion.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
Single Customer View (SCV) - Data DNA;
Debtor Tracing and Customer Management - CallTrace & Intouch;
Household Composition Changes for Debtor Tracing and Customer Management - Transiency;
Debt Collection and Customer Management - Collection Scores & Custom Analytics;
Affordability Insight for Debt collection and Customer Management
Cloud deployment model
Private cloud
Service constraints
Please refer to the Service Definition
System requirements
Clients must submit files for processing via SFTP

User support

Email or online ticketing support
Email or online ticketing
Support response times
We have a range of SLA's depending on the nature and criticality of the ticket; full details can be agreed as part of any contract.
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
N/A
Support available to third parties
Yes

Onboarding and offboarding

Getting started
You will be provided full supporting documentation and have access to our team of experts who will be available to help with the initial integration and setup.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
N/A
End-of-contract process
The contract ends and no further processing is carried out

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
No
Service interface
No
User support accessibility
None or don’t know
API
No
Customisation available
Yes
Description of customisation
Configuring which datasets should be returned for each job.

Scaling

Independence of resources
Through capacity planning and monitoring of service use.

Analytics

Service usage metrics
Yes
Metrics types
Details provided for each job based on the number of records processed and a detailed analysis of the data that is returned.
Reporting types
  • 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
European Economic Area (EEA)
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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
• Strong logical access control. Access is given based on least privilege and a need to know basis.
• Protective monitoring and event management using LogRhythm as a SIEM.
• Sourcefire & Palo Alto IDS.
• Checkpoint firewalls.
• Monthly vulnerability scanning programme of work.
• ISO27001 and PCI DSS compliant.
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
N/A
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Web Application Firewall, IP Safe Listing, SSH key Pairs (for automation), complex password policy, Threat Detection Service team
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Data Loss Prevention, Privelleged Access Management, Data Encryption at Rest, SIEM Alerts and Monitoring, Anti-Virus and EDR, Firewalls and VPN's

Availability and resilience

Guaranteed availability
Our standard availability is 98.5%. We would be happy to discuss any specific availability requirements as appropriate.
Approach to resilience
We have multiple support staff available and multiple, scalable platforms which support the service.
Outage reporting
The Client Support Team and/or Client Manager would notify affected clients via email as appropriate.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Each user will have a unique username and password provided along with company name. TransUnion also utilises the control of IP white listing and 24/7 security monitoring.
Access restrictions in management interfaces and support channels
A policy of least privilege access is applied across the group to ensure employees only have access to what is required - this is regularly reviewed. Any privileged accounts are rigorously checked both prior to granting access, during use and on termination of permissions. Users come under multiple levels of policy regarding accounts and device usage. Networks are highly segmented with monitoring for inter-segment violations. Any sensitive systems are housed in dedicated secure environments.
Access restriction testing frequency
At least once a year
Management access authentication
  • Username or password
  • Other
Description of management access authentication
All management accounts must go through TU privileged access management, which limits access based on security groups and only provides the required access. Usernames and Passwords are domain managed and follow the Transunion Password Policy.

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
At least 12 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
BSI
ISO/IEC 27001 accreditation date
29/05/2021
What the ISO/IEC 27001 doesn’t cover
A.14.1.3, A.14.1.2
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Payment Software Company, Inc. (DBAPSC)
PCI DSS accreditation date
02/08/2021
What the PCI DSS doesn’t cover
Full Report on Compliance (ROC) can be screen shared upon request
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
  • Other
Other security governance standards
Cyber Essentials Plus
PCI DSS
Information security policies and processes
TU follows a dedicated Information Security Policy, as well as other processes such as data encryption and key management, secure application development etc.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
TU defined product development lifecycle, which includes various gates including budget, security and IT infrastructure. Small changes are captured within our internal ticketing system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Internal scans are completed on a regular basis (Daily, Weekly, Monthly depending on the endpoint). All Critical findings must be addressed within 30 days, High/Medium 60 days and Moderate to low 90 days. Any findings that cannot meet these deadlines must have a risk acceptance review and a deadline agreed by the business.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Threat Detection Service, Data Loss Prevention team, Incident Management team - All monitoring 24/7/365
Incident management type
Supplier-defined controls
Incident management approach
NIST 800-61 and SANS PICERL

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

Wellbeing

Wellbeing

TransUnion is a global information and insights company that makes trust possible in the modern economy. We do this by providing an actionable picture of each person so they can be reliably represented in the marketplace. As a result, businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®.

A leading presence in more than 30 countries across five continents, TransUnion provides solutions that help create economic opportunity, great experiences, and personal empowerment for hundreds of millions of people:

Economic Opportunity – We help businesses find their best customers and determine the right ways to serve and keep them—through access to products and services that help them achieve their goals.
Great Experiences – We enable our customers to deliver friction-right experiences and relevant offers tailored to specific consumer needs, preferences, and patterns, while reducing risks posed by fraud.
Personal Empowerment – By extending tools, offers, and opportunities directly through businesses, we help more people understand and manage their financial situations, driving loyalty and cross-sell opportunities for our customers.

Pricing

Price
£0.05 a unit
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Proof of concept trial may be available by agreement

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 mark.pestereff@transunion.com. Tell them what format you need. It will help if you say what assistive technology you use.