PADAM MOBILITY

Demand Responsive Transport Cloud Software Platform

Padam Mobility designs and develops smart and dynamic Demand-Responsive Transport solutions using foolproof routing algorithms for DRT and Supported Transport Services.

Our mobile apps, simulation and management interfaces are tailored to the needs of our customers: Transport Operators, Local Authorities, private companies, in the interest of users and territories.

Features

• On demand transport for Commercial bus operations
• On demand transport for Community Transport bus operations
• On demand transport for Dial a Ride bus operations
• Customer web and mobile applications for booking on demand transport
• Data science and data visualisation of on-demand transpor
• Simulation software platform for on-demand transport network
• Simulation software platform for fixed line and on-demand transport network
• Routing and Dispatch algorithms to pool multiple user journeys

Benefits

• A white-label mobile user app, bespoke to the buyer's needs
• Deploy on-demand transport quickly to bring operational efficiencies
• Deliver public transport in difficult urban, suburban, or rural areas
• Multi-modal simulations using actual transport usage data
• Deploy an on-demand transport offering that can target employment cases
• Deploy an on-demand transport offering that can target education cases
• Deploy an on-demand transport offering that can target social inclusion
• Deploy home to school transport more efficiently
• Deploy on-demand transport quickly to bring cost savings
• Deliver integrated transport offering that includes on-demand responsive transport

£25,000 to £500,000 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 david@padam.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

697557136715549

Contact

David Carnero
0033770275009
david@padam.io

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: Our DRT service can be integrated into a MaaS technology solution via APIs
• Cloud deployment model: Public cloud
• Service constraints: None. ; Our User Apps are available on iOS and Android; Our Driver Apps are available on iOS and Android devices with GPS Enabled; Our Management interface is accessible on desktop and mobile devices through Chrome and other web browsers.
• System requirements:
  • Devices running the Driver App can be iOS and Android
  • Web browser required for SaaS solution such as Management Interface
  • User App is available on iOS and Android

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical Issue e.g. a SaaS server is down:; Padam Mobility will answer in three (3) working hour after the client opens a ticket for a Critical Issue.; Padam Mobility will endeavour, as much as possible, to put all possible resources to fix the Issue within six (6) working hours.; ; Major Issue e.g. Performance impact on service; Answer in fifteen (15) working hours after the client opens a ticket for a Major Issue.; Padam Mobility will endeavour, as much as possible, to put all possible resources to fix the Issue within two (2) working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide the following support levels; L0, L1, L2 and L3; Critical Issue: SaaS server down; Answer in three (3) working hour after the client opens a ticket for a Critical Issue.; Padam Mobility will endeavour, as much as possible, to put all possible resources to fix the Issue within six (6) working hours.; ; Major Issue Performance impact on service; Answer in fifteen (15) working hours after the client opens a ticket for a Major Issue.; Padam Mobility will endeavour, as much as possible, to put all possible resources to fix the Issue within two (2) working days.; ; Minor Issue Issue that could evolve to a major issue is left unresolved: Answer two (2) working days after the client opens a ticket for a Minor Issue.; Padam Mobility will endeavour, as much as possible, to put all possible resources to fix the Issue within twenty (20) working days.; ; As a SaaS offering these support levels are included in our license.; We provide a technical project/account manager for every client
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the deployment of a service, a dedicated Project Manager and Account Manager walks the client through the process to bring the service from idea to live operation. In addition to creation of the required interfaces, Padam Mobility offer both online and onsite training, in addition to user documentation and familiarisation with the interfaces ahead of dry run testing.; ; We operate a "train the trainer" method, to create a number of "superusers". The training is delivered to three core teams; 1/ Operations Management Team; 2/ Drivers; 3/ Call Centre Managers and Supervisors; ; Each session will cover interfaces and actions, along with self assessment and validation at the end of each section. Padam Mobility then supply the following material:; 1/ Training documents detailing the steps necessary to create, manage and monitor a DDRT service. ; 2/ Test/demonstration interfaces (customer booking website, carrier application, web booking interface for call centre, management interface; 3/ Functional and technical documentation, including online access, containing all the standard actions required for operation.; ; Prior to launch, we provide a checklist for service readiness through test "dry run" days. Our team has extensive operational experience and guide, advise and support operators ahead of go-live.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We can perform a data extract via .CSV
• End-of-contract process: Our service is a relatively simple SaaS service so a .CSV which is included in the price. Any other requests may incur a charge which will require a quotation.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The web applications we have are responsive. Part of our offering is delivered through mobile applications for mobile devices, such as the driver mobile application or the end user mobile application. There are no functional differences when accessing a mobile application.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: We have multiple interfaces; 1/ Management service interface accessed through a web browser; 2/ Power B.I. Statistics and reports accessed through a web browser; 3/ Driver mobile application for the manifests and trip completion; 4/ End user mobile application for journey planning and booking a journey
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Customers can chose to not use our front end products for the end user mobile application they then integrate their front end products with our service's management interface via APIs.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Our platform architecture uses the auto-scaling features from Amazon Web Services.

Analytics

• Service usage metrics: Yes
• Metrics types: User's receive a comprehensive overview of service metrics through a series of PowerBI Dashboards.; ; Our PowerBI report gathers more than 40 KPIs such as: number of trips and bookings, number of searches, conversion rates, grouping rate, passenger per vehicle per hours, cancellation rate, fleet usage, commercial distances, trip flows…; ; Padam Mobility experts support clients to interpret the performance results of their services in order to improve and optimise their service performance.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: 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 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data directly from our management interface for raw .CSV data. They can also download data direct from their PowerBI dashboards, both as a raw and aggregated format.
• Data export formats: CSV
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: To ensure Padam Mobility achieves 99.9% availability of/connectivity to Virtual servers and services, Padam Mobility would implement a monitoring service that provides Infrastructure and Performance Monitoring, providing a single dashboard that operates across all Padam Mobility supported infrastructure. Using our existing Monitoring and Alerting services in place we look to improve alerting times to ensure any issues can be dealt with as per the KPIs in our SLA. This will in turn mean any outages or issues can be dealt with quicker, causing less impact to users.; With Amazon CloudWatch our team can access utilisation feedback from all services along the end-to-end journey, the company is in an advantageous position to right-size its infrastructure and if there is a failure in one region, they are now able to react.; Amazon CloudWatch is configured to be our single point of monitoring for all purposes. AWS application usage, availability and performance data will be sent in real time to this system in order to optimise the monitoring efficiency for the whole system.; ; Refunds are worked out on a per contract basis.
• Approach to resilience: Available on Request
• Outage reporting: We will utilise our experience delivering and monitoring our solution on Amazon CloudWatch to maximise the availability and performance of the applications by collecting, analysing, and acting on telemetry from our cloud environment. This will help to understand how applications are performing and proactively identify issues affecting them and the resources they depend on.; We monitor alerts for the following:; - availability of key features (authentication, sign up, trip requests and bookings, management of operations, both for drivers and Users); - performance of the features above (key APIs will be listed and monitored with performance KPIs); ; We have a long and successful track record of meeting targets over and above those set out in the SLA sheet. In our Service Operations Centre, we employ more than 30 technical experts who support our clients’ technologies, backed by processes and tooling to ensure we respond promptly. Incident Management would track performance in real time for each incident against SLA and recommend that ITSM tool alerts be utilised for this to ensure that Service Levels for both response and resolution are met. Typically, Padam Mobility would trigger alerts into Incident Management and resolve assigned teams within 100 % of the SLA window.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Internally, each person linked to the company has a unique; identifier (his email address) essential to the use of all work tools. Access to the email account and work tools complies with CNIL4 recommendations, in particular by storing passwords securely and applying the reference complexity rules for the password.; ; Employees are granted access based on their role in the; company. For those who support the company's customers, they have access dedicated only to these customers. All software development activity is based on account identification (versioning software) and all these actions are tracked.; ; Management interface uses double authentication (OAuth2 )
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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: Between 6 months and 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: Between 6 months and 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: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • PASSI
  • CESTI

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: Our SaaS platform is hosted on Amazon AWS which is ISO27001 compliant.; ; AWS provides the highly secure cloud computing environment you need and offer you the selection of tools and resources you need to build and implement your own application-level security measures. AWS has earned internationally recognized certifications and accreditations demonstrating compliance with the important security assurance frameworks relevant to utility organizations including PCI-DSS, FedRAMP, ISO, SOC, Cyber Essentials Plus, FIPS 140-2, and others. As well, AWS security features, enablers, and agreements support utilities in meeting regulations such as ITAR and GDPR. Our Security Charter is available upon request.
• Information security policies and processes: Our risk management approach is a holistic activity that is fully integrated into every aspect of the organisation, from planning to secure development life cycle processes, to security controls allocation and continuous monitoring. As such, we assess and manage risk from a number of different viewpoints, including strategic risk, project and programme delivery risk (including risk threat and risk assessments of solutions), and operational risk, and we use different techniques for assessing risk because each technique adds value in different ways.; ; We favour asset or component-driven risk assessment methods to analyse the risks faced by individual assets or components. For example, we assess the risks to information assets that we use in the process of delivering systems and services for our customers in this way. This includes hardware, software, personal data, business critical information and services, and key staff.; ; Our information security governance framework is integral to the way in which we operate, having been built and refined over 7 years of experience in a regulated industry. Across each stage of our involvement we seek to use the framework to align our services to it, to evaluate our controls and the potential risks before seeking mitigation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: As a SaaS software provider we upgrade and update the back end and front end components on our platform on a continuous basis. When changes are made release notes and documentation on the upgrades that we do are released. This includes testing process, patching, updates and upgrades.; ; Our change management process using our risk management approach is a holistic activity that is fully integrated into every aspect of the organisation, from planning to secure development life cycle processes, to security controls allocation and continuous monitoring.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS is ISO27001 compliant. The AWS Security Operations Centre performs regular threat and vulnerability reviews of data centres. Ongoing assessment and mitigation of potential vulnerabilities is performed through data centre risk assessment activities. This assessment is performed in addition to the enterprise-level risk assessment process used to identify and manage risks presented to the business as a whole.; ; Patches; Workstations are updated automatically, each using the tool provided by the operating system.; For our servers, we prioritise stability by using "LTS" (long term support) versions of our main tools. Wherever possible, we use serverless resources to eliminate the problem entirely.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We will utilise our experience delivering and monitoring our solution on Amazon CloudWatch to maximise the availability and performance of the applications. Padam Mobility also employs extensive infrastructure monitoring in order to achieve the service level agreement (SLA) key performance indicators ( KPIs). We monitor through tools provided in the AWS cloud including, physical infrastructure or end point based. This allows Padam Mobility to identify issues before they become service-affecting, improving the overall user experience, reducing incidents logged and improving SLA/KPI figures.; Response times are detailed in our SLA.
• Incident management type: Supplier-defined controls
• Incident management approach: We will utilise our experience delivering and monitoring our solution on Amazon CloudWatch to maximise the availability and performance of the applications by collecting, analysing, and acting on telemetry from our cloud environment.; ; In the event a user identifies an issue before our system management tool they must send in a ticket via our customer service online tool Freshdesk (https://freshdesk.com/support-desk).; ; Following a high priority incident, the Padam Mobility Major Incident Report (MIR) will be completed and compiled by Padam Mobility Problem Management into the formal RCA report, where possible, the root cause, workaround, permanent solution, and problem tasks are documented.

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
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Padam Mobility was founded to fight climate change. This is one of the government policy areas where are services help local and regional authorities hit their environmental policy goals. Our shared demand responsive bus services give people an alternative to taking a single occupancy car journey in areas where it is harder to provide public transport. We are a demand responsive transport technology company whose products set-up and manage a flexible shared mobility network. We have over 80 projects live in Europe and are working on several projects in the UK with , Surrey, Hertfordshire, Gloucestershire, Hampshire and.; ; Our projects form part of the public transport offering in an area and we are working on more and more projects that have decarbonisation objectives. This usually transpires through the vehicles (9-22 seat buses) that are used are electric. Our technology is used to power one of Europe's largest demand responsive bus networks in Strasbourg in France. This service has over 20 electric vehicles in operation. In the UK we are currently working with Surrey and Hertfordshire County Councils who have deployed electric vehicles in their fleets.; ; We have started collating data from one of our big customer the Metropolitan area of Strasbourg. One of the data points analysed was if the people who have used our service did so instead of taking a car. 60% of respondents said this is the case, if the DRT service had not been available they would have taken a car instead. We are continuing to work to further gather data points on reducing the carbon footprint of our services and making a positive climate impact.; ; We are also able to conduct CO2 studies to establish the benefits and CO2 savings from services compared to journeys served by the private car.

  Tackling economic inequality

  Padam Mobility's shared demand responsive transport services have tackling economic inequality at the heart of what is delivered. Public transport is one of the key ways to combat economic inequality and our services are one element of an optimised and efficient transport network. Our DRT services deployed by County Councils across the country target people who do not have access to a car ,or a car would consume a disproportionate part of their disposal income. These flexible demand responsive transport services provide an alternative to the car but also enable an authority to provide transport when fixed or structural transport service would either be far to expensive to run or would not have the coverage or frequency needed to make them a viable alternative to the car. In Gainsborough in Lincolnshire the primary objective of the service is to enable people to travel in one of the poorest areas in the county. The service particularly targets giving people access to education and employment. More information can be made available upon request on this and other services we work with.

  Equal opportunity

  DRT and Supported transport services provide new access to transport for those who previously had no service provision. We also offer a user app, website and the interface for a call centre, ensuring digital and non-digital users can access the services powered by Padam Mobility's technology.

Pricing

• Price: £25,000 to £500,000 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 david@padam.io. Tell them what format you need. It will help if you say what assistive technology you use.