Imperial Civil Enforcement Solutions

3sixty PCN Notice Processing with Self-Service

3sixty Notice Processing is Imperial Civil Enforcement Solutions powerful back-office software solution that offers automated, end-to-end notice processing with very little need for manual intervention. 3sixty and its public facing self-service portal, 3sixty Citizen will streamline the way you deliver your parking services and interact with customers.

Features

• End-to-end notice processing for both PCNs and environmental
• Workflow management
• Browser based accessibility
• Reporting and management information tools
• Real-time handheld device using smartphone technology
• Public facing, branded portal offering fully transactional service
• ChallengeSmarti guided self-help appeals tool
• LetterSmarti intelligent letter writing tool
• GeoSmarti geographic information system
• GoSmarti 'call to action' tool

Benefits

• Enables customers to meet digital objectives and transform service delivery
• Introduces significant cost savings and added value
• Provides a fully transactional web service for motorists
• Has additional tools and interfaces that will facilitate community engagement
• Hosting boosts efficiency of budget negating need for capital outlays
• Business processing service offering improved recovery rates
• Flexible solution to accommodate specific customer needs and requirements
• Management tools promote intelligence led enforcement
• Constantly evolving solution with customer led upgrades twice yearly
• Seamless and rapid implementation – integration with multiple third parties

£5,000 to £5,000 a user a year

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 Sales@imperial.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

700143720624118

Contact

David Wearmouth
01179251700
Sales@imperial.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements: Modern Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Call and emails are acknowledged immediately. Best practice SLAs apply.
• 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: Imperial provides on-site training and technical support. As part of these, a trainer and or consultant is; dispatched. For pricing and daily rates, please refer to the SFIA score card.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Following a discovery meeting, where user requirements are assessed, clients are handed over a fully; tailored system. The on-boarding service includes a one day user training. Imperial support services are; available from the outset should the client require.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, the service is switched off, the client is provided with a copy of their data in an agreed format.
• End-of-contract process: All client data in possession of Imperial is securely deleted. In case this coincides with decommissioning of hardware then the hardware is also securely disposed of.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The self-service portal is mobile optimised, no functional differences exist
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: 3sixty has a dedicated web portal for the public - 3sixty Citizen. 3sixty Citizen allows the public to instantly pay their PCN, review evidence or contact the Council online. The portal is tailored to match the ‘look and feel’ of the Council’s own website.; ; ChallengeSmarti is a cloud-based self-service system that provides motorists with an enhanced customer experience, providing transparency of your organisational policies, enabling them to make informed decisions regarding their challenges.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We visually inspect pages, adjusting browser settings to ensure we can increase/decrease font sizes easily, switching to black and white to ensure elements indicated by colour can also be identified in other ways and using Audio reader/navigation tools such as JAWS.; We check the html mark-up of each screen against a selection of validation tools including:; • AChecker (http://achecker.ca/checker/index.php); • Wave (http://wave.webaim.org/); We check the contrast ratios of font colours against their background using tools such as:; http://leaverou.github.io/contrast-ratio/; We inspect the screens visually taking into account the applicable guidelines.; For each new website installation we run the relevant checking tools as part of the system test process to ensure that the Council’s corporate layout and accessibility requirements fit with our website structure.
• API: Yes
• What users can and can't do using the API: A range of APIs for interacting with enforcement hardware.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise progression trees and letter templates in the back-office notice processing system.; Imperial will tailor the look and feel of the self-service portal according to the client`s requirement

Scaling

• Independence of resources: Infrastructure is designed with considerable headroom to cope with peak traffic and is monitored for issues.

Analytics

• Service usage metrics: No

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
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Standard in-built data export facilities enable users to export DVLA data, enforcement agents` data, any report generated as well as case search results. To allow for 3rd party printing, all required data can be; exported
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats: Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: We have an MPLS link between our offices.

Availability and resilience

• Guaranteed availability: Owing to the headroom, redundancies and monitoring incorporated into our infrastructure, we are able to; guarantee 99.5 per cent uptime. Imperial works in accordance with its hosted service SLA, which lays down incident severity levels and resolution times.; Imperial will take all reasonable step to achieve a Resolution of; Incidents within the Target Resolution Times. In the event Imperial fails to meet a service level, service credits will be calculated which can be used for ICES services or training.
• Approach to resilience: The system is operated from one of two co-location Datacentres running in an Active/Active mode, date being replicated continuously between datacentres. Recovery Point Objective (RPO) time is 30 minutes, Recovery Time Objective (RTO) is 4 hours.; Data is backed-up to opposing sites and to off-site tape, as ta vendor-independent backup of last resort.
• Outage reporting: Instant messaging, e-mail and SMS alerts to Support Team.

Identity and authentication

• User authentication needed: Yes
• User authentication: Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Access is restricted through elevated accounts in active directory.
• Access restriction testing frequency: At least once a year
• Management access authentication: Dedicated link (for example VPN)

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 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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 08/01/2024
• What the ISO/IEC 27001 doesn’t cover: Fully certified
• 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: Access Control systems are in place to protect the interests of all users of the Company computer systems by providing a safe, secure and readily accessible environment in which to work. A formal process is; conducted at regular intervals by system owners and data owners in conjunction with the Infrastructure Department to review users’ access rights. Confidentiality and data protection clauses are integral part of; the employment contracts as well as contracts with business entities. In addition Imperial has Data Protection and Information Security Policies in place.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow the agile software development methodology. Typically we release 2-3 new versions of our system annually however the release dates depend on when tangible business benefits using the new; version can be delivered.; When a new release is available all users are emailed with a set of detailed release notes documenting the changes, additions and fixes in the release. Where a change, addition or fix is of a particular benefit to a; specific customer they are contacted directly by Imperial Support.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Imperial monitors various sources to detect and counter potential threats, vulnerabilities, and exploitation techniques. We regularly review security alerts from accredited bodies including National Cyber Security Centre, applying the latest updates and patches through our Information Security Management System. Leveraging tools like Microsoft's WSUS, NetSparker, Qualys SSL check, NMAP, OpenVAS, Rapid 7 Insight Agents, and CrowdStrike, we conduct comprehensive vulnerability scans and penetration tests, both internally and externally. Our testing frequency includes annual, major release, and architectural change assessments, promptly addressing any critical issues. Following an ISO27001 approach, we aim to eliminate, mitigate, or accept risks while ensuring swift resolution.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All actions within the 3sixty notice processing system are logged, allowing configuration for document/email production or internal notifications. History logs associated with each case are accessible to back-office users with appropriate privileges, sortable to user preference, and cannot be altered. SAFE reports and system logs provide a comprehensive audit trail, accessible only to administrators. SAFE reports can be cleared in compliance with GDPR, while system configuration audit messages persist. We manually inspect logs for troubleshooting and investigations. Evaluation of Zabbix monitoring tool for real-time system performance tracking and synthetic transaction emulation is underway, enhancing monitoring capabilities.
• Incident management type: Supplier-defined controls
• Incident management approach: Imperial maintains robust procedures for managing data breaches, swiftly responding to both internal and external incidents, guided by ITIL principles. A dedicated Data Protection Officer ensures compliance and facilitates communication with the ICO. Any breach is promptly assessed and reported to the Council, potentially involving ICO notification within 72 hours if deemed necessary. Imperial retains detailed incident logs, providing comprehensive information to the Council, supporting customer liaison with the ICO, and implementing remedial actions. Internal escalation involves immediate reporting to senior management for investigation, addressing causes, implementing safeguards, and considering training or disciplinary measures as needed.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change; ; At Imperial, we are dedicated to reducing our own environmental impact wherever possible, as well as developing tools to help our customers to do so.; ; To reduce our own impact on the environment, Imperial employees are all made aware of the corporate environmental policy at their induction. We also implemented an energy efficient office space, bike storage lockers and a cycle to work scheme to encourage sustainable travel to work, a flexible home working policy and focus on virtual meetings where appropriate, to reduce the need for our employees to travel unnecessarily.; ; We have developed a range of solutions to help our customers to reduce their environmental impact.; ; Creating an efficient solution for our customers also brings environmental benefits for the local environment.; ; GoSmarti enables our customers to deploy patrolling officers in a targeted way and can use data from smart bay sensors to target vehicle overstays in electric vehicle charging points, to create availability for other electric vehicles.; ; ChallengeSmarti provides an online one touch solution for challenges and eliminating needless back and forth communication. This not only enhances the user experience but also reduces the carbon footprint associated with back and forth postage.; ; 3sixty can also be used to enforce Clean Air and Low Emission Zones to help our customers to improve local air quality.; ; The 3sixty Bus Lane Enforcement module helps to improve road safety and correct motorists' behaviour around bus lanes. By supporting our customers to improve the punctuality of public transport, especially in peak hours, this increases the likelihood of citizens choosing to commute by bus.

  Tackling economic inequality

  We have delivered a number of social value initiatives throughout the Bristol and Northampton areas in which we operate.; We conduct staff visits to schools in these local areas to demonstrate our software and talk about potential careers in software and IT. We host school and college visits to our Business Processing Centre in Northampton. We support numerous local charities throughout each year, including children’s charities.

  Equal opportunity

  We have delivered a number of social value initiatives throughout the Bristol and Northampton areas in which we operate. As an employer, we work with Remploy, a leading provider of specialist employment services to disabled people, to offer transformational employment opportunities to disabled people and those with complex needs.; Our tools ensure all outgoing correspondence is clearly and consistently written in ‘plain English’, and is easy to follow and action even for those local citizens who may not speak English as a first language.

  Wellbeing

  Imperial is committed to the wellbeing of our staff, and we also place a great emphasis on delivering improvements to the wellbeing our customers and their local communities, through use of our software.; ; Initiatives to support the physical and mental health of our workforce include: charity walking, cycling and running challenges, a cycle to work scheme, a free independent counselling service, and other resources including a monthly newsletter created by our ‘healthy minds’ company mental health champions.; Our software can help to reduce stress associated with receiving penalty notices and gives clear, easy to understand guidance on when citizens have or do not have legitimate grounds for challenging. ChallengeSmarti helps citizens to avoid futile challenges that may potentially consume time and cause stress by providing clear education and information on your policies. As a result, your staff dealing with challenges will in turn be faced with less PCN challenges and associated calls from confused or upset citizens.; ; The 3sixty Bus Lane Enforcement module helps to improve road safety and correct motorists' behaviour around bus lanes. By supporting our customers to improve the punctuality of public transport, especially in peak hours, this increases the likelihood of citizens choosing to commute by bus and makes it safer and easier for bus users to board and alight services, particularly the elderly and disabled. It can also improve safety for pedestrians and cyclists in busy urban areas.; ; We are also now helping a number of our UK local authority customers such as to introduce Clean Air Zones in busy urban areas to improve local air quality.

Pricing

• Price: £5,000 to £5,000 a user a year
• Discount for educational organisations: No
• Free trial available: No

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 Sales@imperial.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.