Barbour Logic

Response Master

Specialised tool for parking PCN correspondence teams. Generates clear, correct, and consistent letters in plain English about Penalty Charge Notices (PCNs). Powered by an award-winning parking ‘brain’ with 1000 policy settings, Response Master enhances efficiency, quality, and accessibility while reducing backlogs, training times, and repeat contact from motorists.

Features

• Specialised intelligent letter writing tool
• Award winning parking ‘brain’ with over 1000 policy settings
• Parking, bus lane, moving traffic, Clean Air Zone (CAZ) correspondence
• Complete with a full set of plain English text
• Browser-based web application
• Standalone product, independent of notice processing system but can integrate
• Legislative updates included

Benefits

• Productivity increased by up to 100% – cutting backlogs
• Faster responses
• Improved letter quality – content and decisions are consistently correct
• Fewer follow up letters
• Apply policies consistently
• Award winning innovation
• Improved accessibility – letters are plain-English accredited
• Training times for new staff cut by 90%

£4,950 an instance 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 jason.barbour@barbourlogic.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

868352629375766

Contact

Jason Barbour
07904586040
jason.barbour@barbourlogic.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • 5 MBPS or greater internet connection
  • Up to date browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support hours are Monday to Friday, 08:30 to 17:00. During support hours we typically respond within an hour. Outside of these hours we respond before 10:00 the next working day.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We have a single level of support included in the subscription cost. We do not provide a technical account manager or cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training can be onsite or online. There is also a self-onboarding module. ; Frequent check ins at go-live to make sure everything is okay. Regular follow ups to make sure nothing needs changing.
• Service documentation: No
• End-of-contract data extraction: Due to the nature of Response Master, most of the user's data from the system will already be in their notice processing system. Any additional data extraction will be done on an ad-hoc basis by our support team. Data that is Barbour Logic's intellectual property (e.g. wording and paragraphs) will not be extracted.
• End-of-contract process: At the end of the contract we disable the customer's system and they can no longer use it to generate letters. There is no action needed from the customer and no additional charges.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• 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: Authorised users with admin access can customise aspects of the system. ; Configure their own policies through the policies screen. ; Add custom paragraphs through customise screen; Add custom letters through the customise screen.

Scaling

• Independence of resources: We constantly monitor usage. The Microsoft Azure platform allows us to instantly scale up the capabilities of the service, if we found that demand was causing issues.

Analytics

• Service usage metrics: Yes
• Metrics types: The Response Master report types focus on: ; • Performance – see a team or user’s letter-writing performance. ; • Letters – see the characteristics of letters being generated and reasons for challenges. ; • Users – see user/team-based data such as weekly summaries you can receive by email. ; Performance reports empower managers to identify and address performance and quality issues. ; Letter reports provide insight into the types of letter being produced. Managers can create a wide range of very focussed reports. ; User reports are handy user/team-based summaries you can receive regularly by email. ; Data from reports can be exported into Excel.
• Reporting types:
  • 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
• 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: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data is backed up through Azure SQL. Data is encrypted at rest. Data is only accessibly by authorised support and development staff. All access is through Azure AD Multi factor authentication
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: User can export their data by running a report, or by requesting a data export from our Support team.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: No need for users to upload their data.

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: System availability is 99% in each whole month. ; SLAs are outlined below: ; - Category A - a fault which makes the Software unusable ; - Category B - a fault which has a material effect upon the functionality, accuracy or performance of any function of the Software ; - Category C - a minor or cosmetic Fault ; ; - Category A - target response time 2 hours; target resolution 24 hours; and ; - Category B - target response time 4 hours; target resolution 48 hours; and ; - Category C - target response time 4 hours; target resolution for the next scheduled release of the software. ; ; Database restorations and system recovery is completed within an 30 minute timeframe and re-deployment through an automated continuous deployment pipeline. ; ; Database restorations and system recovery is completed within an 30 minute timeframe and re-deployment through an automated continuous deployment pipeline.
• Approach to resilience: We use Microsoft Azure for our datacentre. More information is available on request.
• Outage reporting: Email alerts that are sent to our Support team.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Through user access levels.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• 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: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: We are Cyber Essentials Plus certified
• Information security policies and processes: We follow in-house security policies and processes. As a small company any issues are reported to the Head of Technology directly, who then communicates them to the Managing Director. ; Our Head of Technology makes sure that processes and policies are followed. Security is reviewed continuously, including during our annual Cyber Essentials Plus audit.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow an Agile Scrum methodology for our application lifecycle management and change control. ; This includes: ; - Planning / priorisitation of work from Head of Product ; - Full traceability of all code changes to original requirements / change requests ; - Automated testing ; - Automated deployment after sign off from Head of Product ; We inform clients about any changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We conduct regular Web Vulnerability Scans. ; We fix all issues a timely manner based on the severity of the issue (e.g. Critical within 2 hours, High within 8 hours, etc)
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use an array of monitoring tools with Azure including Azure Defender. We have also have a WAF implemented to protect against attacks and unauthorised access.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a Data Breach Process in place to log any infosec incidents and take corrective action. ; All staff are trained in this process with periodical refresher courses.

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

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  Our team are passionate about helping young people building employability and business skills. We are happy to volunteer our time to help with projects that help in these areas. ; Projects we’re currently involved in ; Staff at Barbour Logic are currently providing young people with help with: ; - entrepreneurial advice; ; - interview practice; and ; - CV writing; ; in the London Borough of Lambeth and the London Borough of Southwark. ; Organisations we’re working at/with: ; - Bacon's College & Community Sports Centre, Timber Pond Road, Rotherhithe, London, SE16 6AT. ; - South Bank UTC, 56 Brixton Hill, London, SW2 1QS. ; - Construction Youth Trust.

  Wellbeing

  Parking can be complex and baffling. Few drivers fully understand things like controlled signs or kerb blips. For people who struggle with literacy (1 in 5) or mental health (1 in 6), writing a letter about a PCN can be a misery, as can understanding the council’s reply. ; ; That’s why our products have always used plain English. Information should be accessible to all. So that even the vulnerable can understand the council’s position, what to do next, and by when. ; ; As Wakefield Council point out, our products mean ‘Motorists become informed, not frustrated.’ And getting the message across saves everyone time. ‘This has led to a huge drop in avoidable repeat contact from motorists,’ say Bradford Council.

Pricing

• Price: £4,950 an instance 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 jason.barbour@barbourlogic.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.