CITIPOST LIMITED t/a Citipost Mail

Citipost SMS

The Citipost SMS Service is based on a highly flexible and secure, cloud based SMS Gateway. Using only white routes to all UK and International Mobile Operators Networks the service offers the highest degree of quality, reliability and resilience.

Features

• Cross-platform integration via API
• Send and receive conversational text messages online
• Send attachments via SMS
• Real time reporting including click-tracking
• UK Mobile Networks
• Shortcodes
• Keywords
• Unicode supported
• Email to SMS / SMS to email
• Portal is accessed online

Benefits

• Direct communication for alerts and immediate sharing of information
• Upto 98% read rate
• Personalised SMS
• Reduces amount of calls made and saves time
• Efficient
• 24/7 UK customer support
• Fully secure and confidential system
• UK data centres
• Online access requires no software to be downloaded or installed
• No minimum or maximum use

£0.03 a unit

• 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 tenders@citipost.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

822334124222076

Contact

Tanith Samuels
07570792812
tenders@citipost.co.uk

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: Zapier, Magento, Magento 2, Opencate, VirtueMart, Woocommerce, Wordpress, Shopify, OSCommerce, RDB Pronet
• Cloud deployment model: Hybrid cloud
• Service constraints: The constraints are those imposed by existing SMS technology.
• System requirements:
  • Internet Access
  • Windows/MacOS /Linux internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 60 minutes Monday to Friday, within 120 minutes at weekends.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is available from 9.00am to 5.00pm Monday to Friday. Telephone/email/ticket support is at no extra cost. On site support is provided volume dependent. A technical Account Manager will be assigned.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full online and telephone training is provided, along with onsite training if required. Help documentation is available online and the user's Account Manager will be available to assist with the onboarding process.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Download of data via CSV / XLS
• End-of-contract process: In accordance with GDPR, all user data is deleted after 90 days. If the user is pre-paid, there is no extra cost at the end of the contract. Credits do not expire but are refundable if unused. If the user is post-paid, then they will be invoiced on the 1st of the following month after the contract has ended on 30 day terms. There are no additional costs to export data or close the account.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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 Citipost SMS website is fully responsive, with all desktop features being available on the mobile site.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The software is cloud-based available on line, users can also be issued an API username and password when an account is created which can be managed in the portal. API clients can be added or removed from within the account. Our API documentation is available to view online, our in-house team of developers can help facilitate an integration. API features include IP security, quiet times, truncate sender ID and auto-remove invalid characters which can all be amended through the API section of the portal.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Users are issued an API username and password when an account is created which can be managed in the portal. API clients can be added or removed from within the account. Our API documentation is available to view online and our in-house team of developers can help facilitate an integration. API features include IP security, quiet times, truncate sender ID and auto-remove invalid characters which can all be amended through the API section of the portal. The API allows for the sending and receiving of SMS, retrieving delivery receipts, retrieving contact lists, adding to a contact list, retrieving balance information, transferring credits between accounts, auto-list and short URL tracking. ; Upload and manage contacts; Send SMS (static and dynamic); ; Advanced web SMS features, such as batch send, opt outs, adding trackable URL’s and trackable documents; API management; Email to SMS; Auto broadcast; Inbound SMS; Inbox; Manage keywords; Chat SMS; Full reporting capabilities; ; Manage account and users; Options to act as a reseller; Balance alerts; Allows for Virtual mobile numbers and associated management of keywords with multiple actions.; Limitations are imposed only by that of current SMS technology, i.e. 11 character sender ID, maximum message length is 918 characters.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Outbound messages and sender IDs are created by the user and inbound message configuration such as forwarding, listing and replying can be fully customised by the user depending on their requirement. Senders are also able to use dynamic fields in contact data to customise messages to contacts.

Scaling

• Independence of resources: We ensure enough resources are available. Through capacity design we ensure that we always have 20% room for growth.

Analytics

• Service usage metrics: Yes
• Metrics types: Full reporting is provided via the portal and also via API including contact number, sender ID, sent time, delivery time, delivery status and click tracking if using short URLs.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Bulk SMS Ltd

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: Encrypted backups offsite.
• 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: Via the Portal and/or API
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • VCF
  • ZIP
  • XLS
  • XLXS
  • Manually Enter
  • Copy & Paste

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: We aim for 99.9% up time and currently offer 99.94%.
• Approach to resilience: Available upon request.
• Outage reporting: Currently via email alerts, we are about to launch a status website where users can check 24/7.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: VPN Access and two factor authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 04.07.2017
• What the ISO/IEC 27001 doesn’t cover: All relevant aspects are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: 17/03/2018
• What the PCI DSS doesn’t cover: All relevant aspects are covered.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO27001

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Following ICO and Ofcom guidelines along with company policy regarding information security, data protection policy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have several change management controls in place depending upon the level of change.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: New code is scanned for vulnerabilities, we have deployed a redundant Layer 7 Firewall
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have active network monitoring for unusual activity, the platform is regularly scanned for known vulnerabilities via a 3rd party tool and we run penetration tests. Any failures or identified compromises are immediately addressed with the highest priority.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an internal predefined process to approach which is based upon ITIL standards. Users can open a support ticket via email or phone and incident reports are provided via email.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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

  We are committed to an environmental business target of Net-Zero emissions by 2030.; We will:; • Work with our operational partners to measure scope 1, 2, and 3 emissions.; • Commit to a Science Based Target SBT or equivalent method.; • Publish our results.; We aim to meet our own business ambitions and satisfy the requirements of our broad range of clients; ; We have reduced our paper usage throughout the business and although we therefore use our digital screens more, we use 100% renewable energy through Eon Next.; ; We partnership with small local business for our marketing and PR services.; ; We work with local start up delivery companies to perform our collections for us when required.; ; All employees have quarterly job chats (1:1s) whereby training and development is discussed with them and they are free to request any training and support they require. All training and development is logged for the business through departmental learning and development matrices, these are reviewed regularly.; ; We have systems such as Digimail and SMS which are technology hybrid systems to support low cost/high quality services.; ; We collaborate with Whistl and Royal Mail in the delivery of our goods and services.; ; We are proud to be a Carbon Neutral business and have also achieved a bronze standard Eco Vadis award.

  Covid-19 recovery

  Due to continued business growth we have created 10 new employment opportunities over the past 12 months. ; We have recently tested our Business Continuity Plan for the scenario of a pandemic reoccurrence and we have office screens, hand sanitiser, face masks and temperature testing equipment held in storage nearby with a well detailed plan ready should we need to act quickly and implement new measures within our workplace to keep our employees safe.

  Tackling economic inequality

  We influence staff through our ISO14001 accreditation to support the environment, we are a Carbon Neutral Business and have recently achieved a bronze standard Eco Vadis qualification. ; We provide training opportunities to all employees to upskill them where required – some include HR qualifications, CEMA and AAT finance qualifications, IT degrees, Leadership and Management courses and others. We also offer internal training and we are currently setting up a formal mentorship program which will be available to all staff within the business.

  Equal opportunity

  We are an equal opportunity employer. We ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, ethnic or national origin, religious belief, sex, marital status, sexual orientation, gender reassignment, age or disability, or is disadvantaged by conditions or requirements which cannot be shown to be justified.; All employees are given equal opportunity and are encouraged to progress within the organisation.; We are currently refreshing our Diversity, Equity and Inclusion policy and have a dedicated team of people who will implement this to promote fair treatment and full participation of all our people

  Wellbeing

  We promote remote working and allow flexibility where possible across the whole business. We hold Social Committee meetings monthly to plan employee engagement events. ; We have appointed a wellbeing representative that undergoing courses with Derbyshire Council then a Wellbeing Committee group will be implemented by Q3 of 2024. ; We support local charities and the local community: some examples recently have been by allowing staff to volunteer at food banks during their working hours and gifting Christmas Eve boxes to Pasic Children’s Cancer charity.; We promote the health and wellbeing of all our employees and have Derbyshire Council attend twice annually to perform health checks on our staff that wish to take up the opportunity – these include BMI, blood pressure, diabetes and cholesterol checks. ; We are Investors in People Gold accredited which shows that we invest in our employees and their wellbeing and we will strive to achieve Platinum status by 2026.; We are currently looking into mental health first aiders to be trained within the business this year.; We are accredited as a ‘Great Place to Work’ business for the third year running – the annual survey took place in March 2024 and contained 60 statements – we achieved a 93% response rate. ; Over the past 12 months we have received the following awards:; Ranked #48th Best Workplaces for Wellbeing 2023; Ranked 67th place Best Workplaces for Women 2023 ; Ranked #60th place Best UK Workplaces 2024 ; 98% of our staff said that our business is a ‘Great Place to Work’; We provide support for all employees and make referrals to BUPA should this be required to gain private medical help (paid for by the business where possible).

Pricing

• Price: £0.03 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full access to the platform with 25 free credits.

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