Trapeze Group UK Ltd

Voyagerr DR

Transport Operators and public sector modern web-driven platform to plan /manage /schedule bookings for on-demand / demand response transport / accessible, flexible transport services/home to school journeys. Real-time journey dispatching and updates. Driver App. Mapping and Street management. Reporting functionality. SEN school transport. Dial-a-ride, Self-service Online Passenger Portal.

Features

• Based on robust Trapeze scheduling technology
• Real-time, street-based scheduling and routing
• Powerful address location tools for accurate matching
• View detailed itineraries: pick-ups, dropoffs and times for each run
• Monitor and update routes, and calculate ETA in real time
• Coordinate services effectively
• Integrates with most third party map data
• Automated Scheduling and Real-time Dispatching
• Flexible Trip Assignment Logic for Lowest Cost, Highest Quality
• Complete End-to-End Integration for Brokers, Providers, Vehicles, Drivers and Clients

Benefits

• Increase on-time performance through accurate scheduling
• Provide passengers with accurate ETAs through real time calculations
• Optimise vehicle usage to deliver more passengers per hour
• Increase operational effectiveness monitoring and updating routes in real time
• Minimise time for bookings with quick scheduling and trip booking
• Manage remotely with the latest in secure web-based technology
• Allow self-service for booking and amending trips
• Create and update driver manifests in real time
• Customizable templates

£20,000.00 an instance

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 tenders@trapezegroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

738390758142417

Contact

Colin Urquhart
07384241680
tenders@trapezegroup.com

Service scope

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

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Calls 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: Standard support service (no extra cost, with account manager and support engineers):; Priority Level 1 Resolution time (days) 2 ; A reported problem in the Software, or one of its necessary components, has caused the Software to cease function or has caused a complete system shutdown. The incident may result in a downtime and prohibit the Trapeze Customer from carrying on procedures crucial to the operations are immediately addressed. ; ; Priority Level 2 Resolution time (days) 3; A reported problem in the Software or one of its necessary components has caused a serious disruption of a major business function and cannot be temporarily solved by an alternative method or 'work around'. ; ; Priority Level 3 Resolution time (days) 5; A reported problem or query in the Software, or one of its necessary components, which cannot be temporarily solved by an alternative method or 'work around'. ; ; Priority Level 2 Resolution time (days) 5; A reported problem, question, desire, request, etc. which is not included in the definitions of Priority 1-3 and demands less immediate attention than said priorities. ; ; Priority Level 5 Resolution time (days) Next upgrade; A problem of cosmetic nature that may be corrected in the next release of the software.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: User guides and training, online self-service portal
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Export into standard data exchange formats such as .csv files or data migration is available as a separate service
• End-of-contract process: Standard functionality enables data export. Once the contract has ended, access to the browser-based system is revoked.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Select language. Modify screen layout. Change styling. Screen panels and available functionality can be defined for individuals or groups of users.

Scaling

• Independence of resources: Capacity is designated in order to provide service to the required number of users

Analytics

• Service usage metrics: Yes
• Metrics types: Availability, response times, application logs include usage
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Firewalls; White listing client sites; Role base access controls by support staff; All your backed-up data is automatically encrypted when stored in the cloud using Azure Storage encryption, which helps you meet your security and compliance commitments. This data at rest is encrypted using 256-bit AES encryption, one of the strongest block ciphers available, and is FIPS 140-2 compliant. ; Data encryption
• 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: All data can be exported in flat file format such as .csv.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Within Azure, we have client separation through resource groups that include localised virtual networks.
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Access lists on VLAN; Firewalls; Network scanning for vulnerabilities

Availability and resilience

• Guaranteed availability: Minimum is 99.5 but can go up to 99.9 at customer request under separate agreement.
• Approach to resilience: Failover lines; Failover firewalls; Resilient switches
• Outage reporting: All servers are monitored 24/7 with email and text alerts if there is an outage. Run via Uptrends which tests accessibility globally.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The system holds its own passwords which are fully encrypted within the database. The password policy is enforceable and includes reset & expiry features. Superusers can reset passwords.; ; Unsuccessful logins result in lockouts. There is full login audit. Admin passwords can be regularly changed.
• 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 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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 23/08/2024
• What the ISO/IEC 27001 doesn’t cover: Scope covers all activities involving client data, not internal systems.
• 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: ISO 9001:2015

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: It is the policy of Trapeze Group UK Ltd to ensure: ; >Confidentiality of information is maintained ; >Integrity of information through protection from unauthorised modification ; >Availability of information to authorized users when needed ; >Information is protected against unauthorised access ; >Information is not disclosed to unauthorized persons through deliberate or careless action ; >Regulatory and legislative requirements will be met ; >Business continuity plans are produced, maintained and tested as far as practically possible ; >Information security training is given to all Employees maintaining the hosting centre environment ; >All breaches of information security and suspected weaknesses are reported and investigated ; ; Induction and ongoing training via an audited on-line course ensure awareness of GDPR and security. There is an appointed Data Protection Officer. responsibility for adherence to policy lies at board level.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We manage change through our ITSM tool following the ITIL defined process. The Service Desk Manager working with the IT Manager ensures that the underlying infrastructure is managed using industry best practice procedures to prevent adverse impacts on security.; ; In order for changes to progress smoothly, a planning stage includes:; • Identification of issues; • Scope definition; • Gap analysis; • Estimating; • Timeframes; • Resourcing; • Success criteria; Once the change has been defined, often working with you to fully understand the what and why, the plan is shared and explained to all stakeholders.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We ensure up to date patching is applied to both the OS and the application.; ; We use an industry standard tool for confirming known vulnerabilities are identified and addressed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a combination of Rapid7 IVM and IDR which proactively scan for vulnerabilities and security related events. This reports back to a central management portal. A detailed risk analysis is provided by Rapid7 IDR and if deemed to be major, the major incident policy is invoked. Incident management and incident response teams are convened. An investigation will assess the implications. Once the root cause has been identified, a permanent solution will be put in place and the incident is closed. We also use Crowdstrike for rogue behaviour detection along with a managed service that protects the infrastructure 24/7
• Incident management type: Supplier-defined controls
• Incident management approach: We work within ISO27001 / ITIL frameworks. An incident is anything out-of-the-normal occurring that negatively affects us or one of our customers.; ; Users can report incidents via web portal, email or phone.; ; Major incidents are dealt with by two teams: The Response Team ensure that all necessary remedial actions are taken as quickly and effectively as possible; the Management Team allows the Response Team to focus on fixing the incident whilst they take strategic decisions, ensure resourcing for the Response Team and deal with external communications. Incident Management is an iterative process: Preparation > Identification > Response > Lessons Learned

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

  Fighting climate change

  Trapeze invest in a carbon offset scheme, tree planting etc...

Pricing

• Price: £20,000.00 an instance
• 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 tenders@trapezegroup.com. Tell them what format you need. It will help if you say what assistive technology you use.