JustPark

Mobile Parking Payments (Cashless)

JustPark On-Demand brings cutting-edge technology to your parking infrastructure (on-street or off). Offering seamless Pay on Arrival or Pay on Exit options through our user-friendly app, it ensures a smooth parking experience for your customers. Additionally, our app facilitates easy extensions, further streamlining the payment process and improving customer satisfaction.

Features

• Award winning mobile applications
• Full mobile web capability for those without application
• Multiple payment options (Credit, Debit, ApplePay, GooglePay)
• Easy extensions with just a tap of the app
• Multiple enforcement integrations (with most major providers)
• Simple, intuitive back-office operations platform, Luna
• Pay on Arrival, Pay on Exit and Start/Stop options
• Reminders when sessions are coming to an end
• Emissions based charging capability

Benefits

• Fast, reliable and secure parking payments
• An award-winning, regularly updated app
• 13 million UK customers meaning high latent familiarity
• Enhanced customer experience and support
• A highly available solution with >99.9% uptime

£0 to £0.30 a transaction

• Free trial available

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

Framework

G-Cloud 14

Service ID

794313845041772

Contact

Anthony Eskinazi
07740347661
anthony@justpark.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints related to our core service
• System requirements: No system requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 92% of queries are answered in less than 24hrs with no difference between weekday and weekend response times.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use a Zendesk built product, not in house - Zendesk has tested their product extensively with assistive tech users and rated as Level AA.
• Onsite support: Onsite support
• Support levels: For our end users (drivers), we have direct support as well as a range of self-serve capability. This has been detailed in other responses. ; For our local authority customers, JustPark provides 2 lines of support at no additional cost. Firstly, all have a named account manager to answer any queries they have and to ensure they are getting the best out of the platform. Their role is to be a business partner to each of our customers.; Secondly - for more tactical, immediate issues, all clients have access to our Network Operations team. They can deal with a range of issues for partners from tariff changes to PCN issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: JustPark aims to achieve the smoothest possible start to each service we operate both for drivers and for our partners. ; ; We offer a comprehensive suite of onboarding support and training options tailored to various needs.; ; Onsite Training: For our local authority partners JustPark provides in-depth onsite training sessions. These are designed to familiarise staff with our systems and tools. Our training sessions are comprehensive, covering everything from basic operations to advanced features, ensuring that every team member is well-equipped to use our services effectively.; Training includes:; - A demo of the back-office portal. A demo login will be provided so you can become familiar with it before the service goes live.; - A demonstration of how the motorist uses the service.; - Encouraging every participant to download the app and make a test parking session and also by making a phone call.; - Handheld operations and troubleshooting for CEOs - concentrating on reducing incorrect PCNs; - Financial, Compliance, Audit and Reporting session for Finance, Enforcement and Compliance teams; ; User Documentation: In addition to on-site training, we provide detailed user documentation that includes step-by-step guides, FAQs, and troubleshooting tips.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We have established a straightforward procedure for data extraction and transfer at the end of a contract.; - Data Extraction Request: Clients can initiate the data extraction process by submitting a formal request through their dedicated account manager ; - Data Preparation: Upon receiving the request, JustPark's IT team will prepare the data for extraction. This involves compiling the necessary data from our systems, ensuring that it includes all user transactions, parking history, financial records, and any other relevant data collected during the contract period. ; - Transfer Method: The data is typically provided in common formats such as CSV, Excel, or JSON, depending on the client's needs. We offer several secure methods for data transfer, including encrypted email attachments, secure FTP transfers, or through a secure cloud storage service, allowing the client to download the data directly.; - Confirmation: Once the data transfer is complete, we confirm with the client that they have successfully received and accessed all necessary data.; - Deletion of Data: After ensuring the client has successfully received their data and no further retrievals are necessary, we securely delete the data from our systems in accordance with our data retention policy and legal requirements.
• End-of-contract process: At the conclusion of any contract with JustPark, we look to ensure a smooth and structured closure process that minimises disruption for both the client and their end users. ; Transition Planning:; Should a client decide not to renew we will sit down with them and establish a transition plan. This includes the timeline and key activities required to ensure a smooth handover to another provider.; Data Extraction and Transfer:; At the relevant point JustPark assists in the secure extraction and transfer of all relevant data collected during the contract period. This is done in compliance with GDPR and other relevant data protection laws.; Service Wind-Down:; Notification to Users: End users are notified about the upcoming change in service provision and future parking arrangements.; Technical Decommissioning: JustPark's technical team systematically decommissions services, ensuring that all software integrations, API access are appropriately removed or disabled.; Financial Reconciliation: All financial transactions are reconciled, and final invoicing is completed. Any outstanding payments are settled as per the contractual agreements.; Post-Contract Support:; JustPark offers post-contract support to address any lingering issues or questions. The duration and nature of this support are usually defined in the original contract or as part of the exit agreement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: There are no differences in functionality between our mobile and desktop websites.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The JustPark Enforcement API provides Civil Enforcement Officers (CEOs) with comprehensive, accurate, and real-time parking session data, enabling the verification of active parking rights and supporting enforcement and monitoring activities. Various parking operators, including Conduent, ZatPark, WSP, and others, have successfully integrated enforcement solutions with JustPark through this API. In case a client opts to switch to a new supplier and seeks integration with JustPark at any point during the contract, we can utilise this API to implement more advanced integrations, such as automatic number plate recognition solutions.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The JustPark solution is highly customisable by the client to suit their parking needs. The robustness and versatility ensures all combinations of on and off-street tariff schedules can be delivered whilst applying a combination of varying rules surrounding day, evening and overnight parking sessions, tariff rates, minimum / maximum purchase, free/discounted parking, no-return and maximum stay periods, event-day parking, vehicle restrictions, fuel/vehicle type adjustments.

Scaling

• Independence of resources: JustPark's strategy incorporates scalable infrastructure alongside advanced redundancy and failover mechanisms, ensuring uninterrupted service even during peak demand periods. Our yearly stress tests evaluate the upper limits of our infrastructure by simulating high-demand scenarios based on current and forecasted growth volumes. Through this process, we identify and resolve any potential issues, guaranteeing seamless performance during peak periods and maintaining consistent service reliability for our users.

Analytics

• Service usage metrics: Yes
• Metrics types: JustPark offers a complete reporting and business insight package.; It is two-fold:; - For day to day operations and basic oversight of booking and transaction data, our back office system - Luna, is ; - For more complex business insight and reporting we can offer our partners JustPark Insights, a globally leading parking BI tool. This provides a wealth of customisable insights into the performance of your parking assets (occupancy, revenue, trends, parker type etc).
• Reporting types:
  • API access
  • Real-time dashboards

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
  • 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• 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: Our back office tool, Luna allows users to view and analyse performance data. It also allows simple export of booking, transaction and financial data into a clients own system for further analysis. Export is via CSV.
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our service SLA stipulates 99.9% availability.; We consistently exceed this, frequently achieving 100% availability including no planned downtime
• Approach to resilience: JustPark ensures resilience through a multi-layered strategy. Our infrastructure features redundant systems and failover mechanisms to handle hardware or network issues. Data is regularly backed up and stored in multiple locations for protection against loss. Our application architecture is scalable to adapt to varying demands without performance issues. We prioritise staff training and conduct regular drills for effective incident response. This comprehensive approach ensures JustPark remains resilient and provides reliable services to users at all times.
• Outage reporting: JustPark ensures >99.9% uptime, eliminating the necessity for clients to monitor the service.; ; In the unlikely event of an outage, automated processes promptly notify clients, with updates provided every 30 minutes until resolution. We utilise various public-facing channels, including Mobile Apps, IVR, Website, our call centre, and Social Media platforms, to alert end-users and offer relevant advice and assistance.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We can, if necessary, restrict access to our Back-Office System (our management interface) to specific IP addresses
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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: 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Teamwork IMS Ltd
• PCI DSS accreditation date: 22/09/2023
• What the PCI DSS doesn’t cover: All our payment channels are covered by this certification.
• 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: Yes
• Security governance standards: Other
• Other security governance standards: PCI DSS (Level One Certified); GDPR; OWASP Top 10 Best Practices
• Information security policies and processes: We maintain a strong information security policy along with an enforcement governance regime to ensure its adherence. This policy is aligned with ISO27001, PCI DSS Level 1 requirements, the Data Protection Act 2008, and the GDPR. Security events are diligently monitored and logged using industry-standard security information systems. These systems are configured to aggregate all security events into a single platform, enabling inspection, analysis, and alerting of our systems administrators to any suspicious network activity. These processes undergo yearly audits, including validation of this monitoring and logging process, as part of our PCI-DSS compliance efforts.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: An executive-endorsed change management policy has been set in place to meticulously evaluate how changes affect our business and security. This policy outlines clear parameters, ensuring that hardware, software, database, network, and telephony services are thoroughly reviewed. With this system, we can seamlessly monitor services throughout their lifecycle, covering installation, modification, testing, removal, relocation, and upgrades.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process operates on a fortnightly basis, with additional ad-hoc checks for critical security patches. It follows a four-step process covering corporate security patching, production security patching, core infrastructure patching, and vulnerability scanning.; We use the Common Vulnerability Scoring System (CVSS) standards to assess threats and vulnerabilities, enabling us to assign severity ratings to findings and vendor-supplied patches.; For compliance, we conduct both internal and external vulnerability scans monthly through a PCI-approved scanning vendor. ; Critical or high vulnerabilities and patches are remediated promptly, with a maximum threshold of 30 days.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We've implemented an array of monitoring systems, including DDOS mitigation, intrusion detection, file integrity, firewall (both hardware and software), antivirus, and log aggregation. These systems work in real-time to prevent attacks, supported by a network architecture that restricts direct internet access to critical systems. Payment data is encrypted within the database and accessed solely via designated payment applications. Our access control relies on user-based authentication and authorisation processes, with permissions explicitly assigned by our administrators.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: In the event of an incident, we follow our documented Incident Response Plan, which outlines the roles and responsibilities of the Security Incident Response Team. ; Major security incidents affecting the JustPark platform are communicated via email to agreed-upon client contacts within 72 hours.; End-users and clients can report incidents through our customer support, operations team or Account Manager which are all trained in incident response and handling procedures.

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
  • Equal opportunity

  Fighting climate change

  Electric Vehicle Charging; As an organisation we are passionate about providing sustainable transportation solutions to help the environment. This is reflected in our mission which is “to repurpose and optimise spaces, ensuring people can make smarter, seamless and sustainable transport decisions.”; In early 2020, we built a dedicated mobility team within our organisation to focus on facilitating the roll out of a new electric vehicle charging network, with charging points located across the JustPark parking network including private and public parking spaces; ; We currently allow drivers to pay for their parking and charging through a single payment through the JustPark app at over 300 locations across the country.

  Equal opportunity

  JustPark & Vote ; At JustPark, we believe that there should be as few obstacles as possible when it comes to casting your vote. As a result, we offered all of our customers 30 minutes free parking on December 12th – our way of removing any mobility-related barriers to their democratic rights. ; ; Our JustPark and Vote promotion allowed vulnerable motorists to find their polling station with ease and the nearest parking space to their polling station. This campaign was backed by Alan Johnson, former Home Secretary, who served as it’s ambassador. ; ; With our first December election in a century, research identified that 3 out of 5 people worried that adverse weather conditions could impact voter turnout. Due to weather concerns 20% of people stated that they were more likely to drive to vote, but were concerned about parking costs and availability.; ; This innovative initiative, helped 100s of people across the country vote and was covered by The Daily Mirror, Daily Mail, Daily Record, Sky News TV and many other publications. This campaign has been nominated for the Automotive and Transport Marketing Communications campaign of the Year - https://www.prmoment.com/blog/the-shortlist-for- the-prmoment-awards-london-and-the-south-2020

Pricing

• Price: £0 to £0.30 a transaction
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: JustPark can offer a free trial of the cashless parking solution which is limited to between 6 and 24 months. On successful completion of the trial the Client will enter into another Call-Off Contract with the Supplier for a period of 2 years at the rates established within the Framework
• Link to free trial: Please message for further details.

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