Passenger Technology Group Ltd

Customer Experience Platform, Mobile App & Website - Cities

Customer experience platform for public transport operating companies and local authorities, delivered via one-network / multi-operator, transport information mobile apps and websites. Passenger's platform centralizes complex transport data, both from BODS and operators themselves, and transforms it into an intuitive end-user experience, including journey planning, real-time information and micromobility integration.

Features

• Travel information, for multiple transport modes, including bus and tram
• Journey planning, fares, travel departure and timetable information
• Live vehicle tracking
• Customer Support - View tickets and feedback from bus users
• Promotion of local attractions and events
• In app customer feedback
• Network Planning - Upload bus route and timetable data
• Administration - Manage staff roles and view history for users
• Configuration - App store link(s) and payment service provider setup
• Share disruptions on your network and create personalised travel alerts

Benefits

• Increasing customer satisfaction levels through an easy to use interface
• Fast track development and testing of marketing initiatives
• Quick and easy communication of travel disruptions
• One data source for a consistent experience across all media
• Digital content management for websites and mobile apps
• Provision of travel information to external systems via APIs
• Get direct feedback from your customer base
• Publish network updates once and share them everywhere
• Integrated customer experience

£30,000 a licence 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 sales@passengerteam.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

674070295010994

Contact

Tom Quay
0330 460 9998
sales@passengerteam.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: This can be used in conjunction with Passenger's "Customer Experience Platform - Commerce", also available through G-Cloud.
• Cloud deployment model: Private cloud
• Service constraints: Not applicable
• System requirements:
  • Web browser: Chrome, Safari, Firefox, or Edge
  • JavaScript, cookies and TLS v1.2 must be enabled
  • Broadband internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard contractual response time for support requests, during standard office hours, is 4 hours. However, we aim to provide an initial response to support requests within 1 hour during standard office hours. Our response time for Critical (P0) and Major (P1) incidents is 30 minutes, 24 hours a day, 7 days a week.
• 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: Yes, at extra cost
• Support levels: Our standard support package provides 24 hour Help Desk cover, 7 days a week. Our Help Desk Manager reports weekly analysis to the business management team, including support requests received and response times to ensure optimum performance by our Help Desk agents. Our first line support agents have varying levels of technical expertise and are backed by a team of second line support agents.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We have a defined onboarding process that we follow with all customers to capture all the information we need to deliver the service. This includes: 1) Key staff roles and their contact details to identify responsibilities for sign off and training needs for admin users. 2) Collation of material to enable design and artwork to be completed. 3) Review of relevant company policies and procedures so relevant links can be provided. 4) Agreement on copy to make sure we have the right information to promote the service. 5) Assessment of the datasets and feeds we will need to set up the service. 6) Review of GDPR requirements for the service. 7) Access to the relevant app store accounts where applicable 8) Provision of relevant contact information to be provided as part of the service. For example, email addresses for, in-app, user feedback to be sent to.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Typically when a contract is terminated, the service will no longer be accessible to users. If required, at the end of the contract, data may be held within the system and made accessible for 3 calendar months following the termination date of the contract. The iOS and Google Play Store accounts are set up using the customer's contact details as the main user and owner of the account. Therefore the ownership of these accounts and the associated analytics will remain accessible to the customer even though the app will have been removed.
• End-of-contract process: The contract price includes: 1) The termination of relevant services. For example, SIRI-SM and SIRI-VM services. 2) The removal of the iOS and Android apps from the Apple and Google Play stores. 3) Deletion of customer data from our supporting cloud-based hosting infrastructure.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Passenger employs Responsive Web Design (RWD) for all user interfaces accessed via the browser. This means that they automatically adapt to the size and format of the screen on which they are being viewed, whether that is a desktop, mobile or tablet device. This makes for a clear, accessible viewing experience whatever device or platform is currently being used.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Passenger Cloud is our easy to use, web-based service interface. Designed specifically for public transport operators and authorities managing transport services, Passenger Cloud enables all departments to deliver an integrated customer experience on mobile apps and websites, through one integrated platform. Passenger Cloud is responsible for the transport data and digital content management that underpins all Passenger's web and mobile app-based deployments.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Testing of the service interface has been completed using online tools.
• API: No
• Customisation available: Yes
• Description of customisation: The following items can be customised: 1) Mobile app and website branding can be customised to provide a bespoke look and feel. This customisation can only be completed by Passenger. 2) The following additional features can be provided on request: micromobility discovery, showing locations of vehicles and docks/bays. 3) Users can save favourites such as bus stops, journey plans and timetables, to get quick and easy access to the information they care about the most.

Scaling

• Independence of resources: We use a range of industry-leading suppliers that provide reliable and scalable cloud computing services. We have designed and scaled our infrastructure to deal with current and forecasted demand based on historic data. We have automated monitoring of our infrastructure that enables us to forecast future demand and scale our infrastructure, if required within minutes, to manage peaks in demand. This is reflected in the availability metric of our Customer Experience Platform which is 99.9%. In addition, our iPhone and Android apps typically deliver a 99.5% crash free user experience.

Analytics

• Service usage metrics: Yes
• Metrics types: There are numerous metrics provided by industry recognised services. The metrics include but are not limited to: 1) Number of active users per day. 2) Number of new users each day. 3) Crash free usage (%). 4) Adoption rates for new builds (%). 5) Median total time spent in the app per user.
• Reporting types: Real-time dashboards

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: Yes
• 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: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: The Customer Experience Platform allows users to download their network data in various formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • TransXChange
  • GTFS
• Data import formats: Other
• Other data import formats: TransXChange

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The website and Customer Experience Platform that provides underlying data to the website(s) has a service level agreement of 99% and a service level objective of 99.99%. The Passenger iPhone and Android mobile apps typically deliver a 99.5% crash free user experience. There is no refund mechanism for guaranteed levels of availability.
• Approach to resilience: We use a range of industry-leading suppliers that provide reliable and scalable cloud computing services. With guaranteed levels of service and support. We have designed and scaled our infrastructure to deal with current and forecasted demand based on historic data. We have automated monitoring of our infrastructure that enables us to forecast future demand and scale our infrastructure, if required within minutes, to manage peaks in demand.
• Outage reporting: There are a number of ways that outages could be reported. For example: 1) Automated outage reporting - We monitor our key infrastructure and automatic error reports are provided. For example, if the demand on our infrastructure that is used to process mobile ticket purchases exceeds a fixed threshold an alert is generated and provided on to the relevant member(s) of our team. 2) User outage reporting - The mobile apps include a feedback form for users. Typically users will provide feedback when an outage occurs. All feedback is automatically reported to our internal systems which are pro-actively monitored by staff during normal working hours. 3) Customer outage reporting - Customer(s) may report an outage, in which case, this will be dealt with by our Help Desk Team.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Access is granted via web portal and email. Web portal access is restricted to authorised users (user name and password). Strong passwords are enforced. Email requests are authorised by receiving an email at a pre-agreed domain or via a pre-agreed out-of-band mechanism such as SMS or phone.
• Access restriction testing frequency: At least once a year
• 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS. Certified by British Assessment Bureau and Certification Europe.
• ISO/IEC 27001 accreditation date: 20/07/2023
• What the ISO/IEC 27001 doesn’t cover: N/A. The certification comprehensively covers all aspects of our services and operations as submitted to the G-Cloud framework. Scope of certification: The development, delivery, maintenance and support of Passenger Premium and myTrip mobile apps, websites and supporting mobile ticketing and network information services for bus operators and their users. It includes all applications, systems, people, and processes required to manage the product and any related services, while ensuring the confidentiality, integrity, and availability of information assets.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Assessed by LRQA Nettitude, a QSA accredited by PCI SSC
• PCI DSS accreditation date: 21/02/2024
• What the PCI DSS doesn’t cover: Our PCI DSS certification comprehensively covers all payment processing activities conducted through Stripe, including all transactions via our apps and websites. The current scope does not include integrations with additional PSPs for Contactless Journeys.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: 1) Communication Security - Valid TLS connections are used for communication and are tested against SSL Labs SSL Server Test. Communication with external systems is via TLS wherever possible. 2) System Configuration - Server software is kept up to date at least quarterly, with security patches typically being applied within 48 hours. All server software is configured and provisioned automatically with asset management tools. Test and development systems and applications are kept separate from production. Test systems are restricted to authorised users. 3) Database security - Parameterised queries are always used. Applications access databases with the lowest required credentials.
• Information security policies and processes: Ultimate responsibility for information security rests with the Chief Executive Officer of PTG, but on a day-to-day basis the Operations Manager shall be responsible for managing and implementing the policy and related procedures. Line Managers are responsible for ensuring that their permanent and temporary staff and contractors are aware of: information security policies applicable in their work areas, personal responsibilities for information security and how to access advice on information security matters.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All infrastructure is managed as code in git source control management. Changes require peer review from a senior developer and output from runs are added to an append-only log.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Software components in configuration management are automatically tested against security lists at frequent intervals. Threat information comes from Canonical's Ubuntu Security Notices, AWS security bulletins and Symfony Security Monitoring. Patches are deployed within 48 hours, with a target of 24 hours for any CVE with a base score over 5. Service provider security responsiveness is reviewed annually.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Compromises are identified from network ingress/egress alerts and extensive application event monitoring alerts. Response process includes review from a senior developer with a target response time of 1 hour.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents email (optionally with PGP), documented via the well-known security.txt standard. Reports are provided to impacted users via email within 1 week of incident. Processes are in place for incidents such as DDoS, personal or confidential data exposure.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  Passenger's solution product serves as a catalyst for sustainable urban mobility by enhancing operational efficiency, promoting modal shifts towards public transit, and fostering eco-conscious behaviours among users. Through these mechanisms, it plays a pivotal role in mitigating the adverse effects of transportation-related greenhouse gas emissions and advancing the global fight against climate change. ; ; Efficient Transportation Management: The solution enables customers to purchase tickets digitally, reducing the need for paper tickets and manual ticketing processes. This efficiency translates into smoother boarding procedures, shorter wait times at bus stops, and improved overall service reliability. Consequently, buses can adhere more closely to their schedules, optimising routes and minimising unnecessary idling or detours, which reduces fuel consumption and emissions.; ; Encouraging Modal Shifts: Convenient access to bus tickets via a mobile app encourages more people to choose public transportation over personal vehicles. This modal shift reduces the number of cars on the road, alleviating traffic congestion and curbing tailpipe emissions. As more individuals opt for buses, the collective impact on carbon emissions becomes significant, particularly in urban areas where traffic congestion is a major contributor to air pollution.; ; Promoting Eco-Conscious Behavior: Passenger's solution incorporates features such as fare incentives through discount codes, rewards with local businesses, and carbon footprint information. These elements incentivise users to make environmentally friendly choices by opting for public transit and reducing their individual carbon footprint.

  Covid-19 recovery

  Passenger supports public transport’s recovery from COVID-19 by providing easy-to-deploy technology that enables touch-free ticketing as an alternative to cash payments. Public transport ticketing can be purchased from a mobile device before boarding and scanned on a ticket machine during boarding to validate. Customers and drivers do not need to handle cash. ; ; Information provided within the mobile app also helps customers to understand their journey more easily. This includes when timetables change more frequently than usual, often due to driver shortages. Customers can also view how busy a bus will be before they board, allowing them to prepare or choose a journey at an alternative time.

  Tackling economic inequality

  Passenger's mobile ticketing app for public transport companies contributes to tackling economic inequality in several ways:; ; Convenience: By eliminating the need for physical tickets or exact change, Passenger's mobile ticketing app streamlines the ticketing process, reducing wait times and improving the overall transit experience. This convenience is particularly beneficial for individuals with limited mobility or those who cannot afford to miss work due to transportation delays.; ; Real-time Information: Passenger's mobile ticketing app provides real-time information on bus schedules, routes, and delays. This helps customers plan their journeys more efficiently, reducing the risk of missing connections and minimising wait times, especially for individuals with tight schedules or multiple commitments (often called trip-chaining).; ; Digital Inclusion: By embracing digital technologies, including mobile ticketing apps, public transportation becomes more aligned with the digital age. This encourages digital literacy and inclusion among traditionally marginalised groups, empowering them with the tools and skills necessary to navigate an increasingly digital world.; ; Overall, Passenger's mobile ticketing app solution for operators has the potential to make public transportation more accessible, affordable, and efficient, thereby reducing economic inequality by providing equitable transportation options for all members of society.

  Equal opportunity

  Passenger's app solution isn't just a mobile ticketing app—it's a catalyst for change, fostering equal opportunity by improving accessibility, convenience, affordability, and inclusivity in bus travel.; ; Accessibility: The solution ensures bus services are accessible to everyone, particularly individuals with disabilities or mobility challenges. Through its intuitive interface, users can effortlessly purchase tickets, plan routes, and access real-time updates, all from the convenience of their smartphones. This accessibility eliminates barriers to transportation, empowering individuals who may have previously struggled with traditional ticketing methods.; ; Convenience: The solution streamlines the ticketing process, eliminating the need for physical tickets or cash. This convenience benefits all passengers, but it's especially advantageous for those who lack access to traditional ticketing outlets.; ; Cost-Effectiveness: The solution addresses the financial barriers many individuals encounter when using public transportation, particularly those from lower-income backgrounds. By enabling discounted and concessionary fares, special promotions, and flexible payment options, the solution makes bus travel more affordable, thus widening access to essential opportunities such as employment, education, and healthcare.; ; Real-Time Updates: The solution provides real-time information on bus schedules, routes, and delays, empowering passengers to plan their journeys efficiently. By reducing wait times and minimising disruptions, this feature ensures timely and reliable travel, which is crucial for individuals who rely on public transportation for essential services and employment opportunities.; ; Inclusivity: The solution caters to a diverse range of users, including those who face language barriers or literacy challenges. Its multilingual interfaces, voice command options, and user-friendly design make it accessible to a wide audience, promoting inclusivity and equal opportunity in public transportation.

  Wellbeing

  The Passenger app solution improves well-being by reducing stress, saving time, providing predictability, facilitating financial management, and promoting environmental consciousness. By streamlining the bus ticketing process and enhancing the overall commuting experience, the solution contributes to a more balanced and fulfilling lifestyle for its users.; ; Reduced Stress: With the solution, customers can easily purchase bus tickets in advance, reducing the need to wait in long lines at the ticket counter or when boarding or worrying about having exact change. This convenience reduces the stress of last-minute ticket purchases or the fear of missing a bus.; ; Time Savings: By allowing customers to purchase tickets remotely, the solution saves commuters valuable time that would otherwise be spent waiting in lines. This time-saving enables customers to arrive at their destinations more efficiently, reducing rush-induced stress and allowing for a more relaxed journey.; ; Predictability: The solution provides real-time updates on bus schedules, routes, and delays. This information empowers customers to plan their journeys effectively, reducing uncertainty and anxiety associated with unexpected delays or route changes. Predictability in travel can greatly enhance mental well-being by providing a sense of control and security.; ; Financial Management: The app allows users to track their travel expenses and budget effectively. By providing transparency into ticket prices and offering various payment options, the solution helps users manage their finances more efficiently. This financial control can alleviate stress related to budgeting and ensure that customers can afford their transportation needs without strain.; ; Environmental Impact: Using the solution encourages the use of public transportation, which can positively impact the environment by reducing traffic congestion and carbon emissions. Knowing that they are contributing to environmental conservation through their choice of transportation can enhance customers' sense of well-being by fostering a sense of purpose and responsibility.

Pricing

• Price: £30,000 a licence 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 sales@passengerteam.com. Tell them what format you need. It will help if you say what assistive technology you use.