TRANSUNION INTERNATIONAL UK LIMITED

TransUnion - Asset Reunification - CallTrace

TransUnion's batch processing asset reunification tool uses sophisticated address link logic to identify an individual’s true residency and ascertain the most likely residential address, to locate your customer. Contact information, propensity to contact, confidence segmentation, public level and financial supporting evidence is also returned, along with other customer insight.

Features

• Confirms ‘living-as-stated’ or identifies new address links, minimising mis-traces
• Sophisticated status derivation address logic identifies best address
• Consented landline, mobile and email append delivers contact options
• Public data and CRA account flags calculate likely successful contact
• Segmentation analysis sorts returned addresses from highest confidence to least
• Identify deceased individuals
• Additionally deliver DataDNA to create a single view of customers
• Automatically cleanses address data against the Post Office Address File

Benefits

• Confidently locate the right customer at the right address
• Reduce the need for manual investigation through simple batch processing
• Ensure address accuracy when issuing refunds and conducting remuneration programs
• Reduce potential fraud resulting from issuing refunds to incorrect addresses

£0.05 a unit

• Free trial available

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 mark.pestereff@transunion.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

868402435942253

Contact

Mark Pestereff
07773 212093
mark.pestereff@transunion.com

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: Single Customer View (SCV) - Data DNA; ; Debtor Tracing and Customer Management - CallTrace & Intouch; ; Household Composition Changes for Debtor Tracing and Customer Management - Transiency; ; Debt Collection and Customer Management - Collection Scores & Custom Analytics; ; Affordability Insight for Debt collection and Customer Management
• Cloud deployment model: Private cloud
• Service constraints: Please refer to the Service Definition
• System requirements: Clients must submit files for processing via SFTP

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a range of SLA's depending on the nature and criticality of the ticket; full details can be agreed as part of any contract.
• User can manage status and priority of support tickets: No
• 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: N/A
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: You will be provided full supporting documentation and have access to our team of experts who will be available to help with the initial integration and setup.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: N/A
• End-of-contract process: The contract ends and no further processing is carried out

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Configuring which datasets should be returned for each job.

Scaling

• Independence of resources: Through capacity planning and monitoring of service use.

Analytics

• Service usage metrics: Yes
• Metrics types: Details provided for each job based on the number of records processed and a detailed analysis of the data that is returned.
• Reporting types:
  • Regular reports
  • Reports on request

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: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: • Strong logical access control. Access is given based on least privilege and a need to know basis.; • Protective monitoring and event management using LogRhythm as a SIEM.; • Sourcefire & Palo Alto IDS.; • Checkpoint firewalls.; • Monthly vulnerability scanning programme of work.; • ISO27001 and PCI DSS compliant.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: N/A
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Web Application Firewall, IP Safe Listing, SSH key Pairs (for automation), complex password policy, Threat Detection Service team
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Data Loss Prevention, Privelleged Access Management, Data Encryption at Rest, SIEM Alerts and Monitoring, Anti-Virus and EDR, Firewalls and VPN's

Availability and resilience

• Guaranteed availability: Our standard availability is 98.5%. We would be happy to discuss any specific availability requirements as appropriate.
• Approach to resilience: We have multiple support staff available and multiple, scalable platforms which support the service.
• Outage reporting: The Client Support Team and/or Client Manager would notify affected clients via email as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Each user will have a unique username and password provided along with company name. TransUnion also utilises the control of IP white listing and 24/7 security monitoring.
• Access restrictions in management interfaces and support channels: A policy of least privilege access is applied across the group to ensure employees only have access to what is required - this is regularly reviewed. Any privileged accounts are rigorously checked both prior to granting access, during use and on termination of permissions. Users come under multiple levels of policy regarding accounts and device usage. Networks are highly segmented with monitoring for inter-segment violations. Any sensitive systems are housed in dedicated secure environments.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: All management accounts must go through TU privileged access management, which limits access based on security groups and only provides the required access. Usernames and Passwords are domain managed and follow the Transunion Password Policy.

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 29/05/2021
• What the ISO/IEC 27001 doesn’t cover: A.14.1.3, A.14.1.2
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Payment Software Company, Inc. (DBAPSC)
• PCI DSS accreditation date: 02/08/2021
• What the PCI DSS doesn’t cover: Full Report on Compliance (ROC) can be screen shared upon request
• 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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus ; PCI DSS
• Information security policies and processes: TU follows a dedicated Information Security Policy, as well as other processes such as data encryption and key management, secure application development etc.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: TU defined product development lifecycle, which includes various gates including budget, security and IT infrastructure. Small changes are captured within our internal ticketing system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Internal scans are completed on a regular basis (Daily, Weekly, Monthly depending on the endpoint). All Critical findings must be addressed within 30 days, High/Medium 60 days and Moderate to low 90 days. Any findings that cannot meet these deadlines must have a risk acceptance review and a deadline agreed by the business.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Threat Detection Service, Data Loss Prevention team, Incident Management team - All monitoring 24/7/365
• Incident management type: Supplier-defined controls
• Incident management approach: NIST 800-61 and SANS PICERL

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

• Fighting climate change:

  Fighting climate change

  In 2021, TransUnion announced our commitments to address climate change. We intend to reach net zero on our scope 1 and 2 greenhouse gas (GHG) emissions by 2025 while reducing our scope 3 emissions from real estate 30% by 2030. All our climate change targets use a 2019 baseline, as that was the last year before our operations were impacted by the COVID-19 pandemic.; ; Our climate plan focuses on the operational footprint of our real estate. The implementation of our climate change goals will reduce the impact our office spaces and energy intensive data servers will have on the environment. We are focused on mobilising resources to reduce and abate our greenhouse gas emissions as rapidly as possible, and we are already making tangible progress towards these targets.; ; From 2020 to 2021, we reduced greenhouse gas emissions by 263 MTCO2e by procuring renewable energy for our Leeds office.; ; Where we cannot meet our reduction targets, we plan on purchasing credible carbon offsets on an annual basis. As we begin seeing reductions in greenhouse gas emissions from our renewable energy purchases and operational efficiencies, we will reduce the amount of offsets we purchase.; ; Our Leeds office is ISO 14001 certified for our environmental management systems. ; ; To engage our colleagues in our climate change journey we have an employee Network Resource Group, Green @ TU, which helps engage and educate colleagues on what they can do both in and out of the office to reduce their environmental footprint.
• Covid-19 recovery:

  Covid-19 recovery

  Employee well-being remains front and centre as we navigated the uncertainties related to the COVID-19 pandemic. We developed programmes and resources for our employees ensuring they felt heard and supported. ; ; During the pandemic colleagues worked from home. Our office is now open with social distancing measures in place. Initial opening of the office was at a 25% capacity which has recently increased to 50% capacity. To support this an online desk booking tool has been introduced for colleagues to book socially distanced space in the office. ; ; Through our Total You wellbeing programme we placed colleagues’ well-being first by providing mental health benefits to them and their families around the world, expanding our employee assistance programme to allow colleagues’ families to access mental wellbeing support, continued to invest in our trained Mental Health First Aider’s to support all colleagues, offering the Headspace app free to all colleagues, and by creating multiple global wellness days so colleagues could spend down-time with their family and friends. Over the summer period we offered Flexible Fridays with the ability to take personal time every Friday in July & August to focus on their own needs, personal development and to recharge. A virtual GP service was introduced giving all colleagues access. ; ; As we continued remote work for the second year, we looked for new ways to connect associates — from virtual onboarding to everyday virtual activities, including fitness classes and meditations, recipe contests, talent competitions, coffee and conversation events, and DJ-led online music sessions. ; ; As we look at a return to office we have introduced Flex-Together programme. Colleagues now have the choice of where they work, either at home or in the office, with flexibility crucial as people continue to juggle careers with home life demands and deal with the continuing pressures of the pandemic.
• Tackling economic inequality:

  Tackling economic inequality

  TransUnion recognise the skills shortage in tech roles and in particular the gender imbalance in IT. To address this, we have a number of programmes to inspire and educate the next generation on the opportunities available.; ; Our #GirlsIntoTech programme is run with local schools to give girls aged 15 and over a chance to learn more about careers in tech and the many paths available. ; ; In 2021 120 students took part in workshops to understand the many job roles and the diversity of people who make our business what it is. Students received insights into potential future career paths in tech, got to know some of our women working in such roles and heard about their career journeys. We also work alongside our Women @ TU network resource group to help students connect one-to-one with a role model working in the tech space. ; ; TransUnion colleagues worked with Leeds University Technical College A-level computer science students for the second year in 2021. Our colleagues provided support and mentoring around the project aspect of the course, giving informed feedback and actively supporting hands-on skills development. ; ; Colleagues also shared their insights into the world of work to give students practical insights on how they could apply their chosen study subjects in a workplace environment. ; ; TransUnion recognises the importance of having a robust and responsible supply chain. This year, we included second-tier supplier diversity requirements in all our supplier contract templates. Our Procurement team has committed that for each competitive sourcing opportunity, it will search for qualified, diverse suppliers to compete for TransUnion’s business.
• Equal opportunity:

  Equal opportunity

  TransUnion is working to tackle workforce inequality.; ; We are creating clear and accessible pathways to senior roles for women through our Women Emerging (WE Lead) programme. This focuses on active learning, personal coaching and business mentoring to help participants feel more prepared and confident with leadership. 52% of participants have received a promotion, moved and/or broadened their role since staring the programme. ; ; TransUnion is a signatory of the Race at Work charter created by Business in the Community to improve outcomes for black, Asian and minority ethnic employees in the UK and is committed to diversity. We recently launched our jEDI (justice, Equity, Diversity & Inclusion) Network Resource Group which looks at ways to improve diversity around gender, age and disability.; ; We are committed to furthering colleague training and last year signed up to The 5% Club charter, committing to raising the number of colleagues on formal training programmes to 5% of our UK workforce within five years. We are already halfway to achieving that, with a silver accreditation just one year into the programme.
• Wellbeing:

  Wellbeing

  Total You is the TransUnion wellbeing programme focusing on three areas of wellbeing: physical, financial & mental. The programme is shaped locally by out Total You Committee, made up of colleagues from across the business who develop and drive activities ensuring a high level of take up across the organisation.; ; To showcase wellbeing we have a full wellbeing day planned for all colleagues in May. All colleagues will be offsite and have the opportunity to take part in activities to support all areas of wellbeing and to have face to face interaction with our wellbeing providers.; ; Activities to support wellbeing include:; ; Physical wellbeing:; • Challenge 90 – working with Yorkshire Cancer Research to support colleagues to take part in 90 minutes of exercise per week to reduce their risk of cancer; • Physical activity challenges; • Bike User Group, support for cyclists; • Weekly yoga & Boxfiit sessions; • Webinars, including content on nutrition; • Invested in social space including yoga fitness space in Leeds office; • Discounted gym membership ; • Private Health Insurance ; • Health & wellbeing webinar content available to all colleagues on demand ; • Bupa anytime healthline; • Digital GP services for all colleagues; ; Mental wellbeing:; • Mental Health First Aiders; • Employee Assistance Programme to include families for mental wellbeing support; • Mandatory mental health training for all colleagues & managers, plus toolkits; • Headspace app for mindfulness, meditation; • Walking meetings; • Mental Health Awareness week activities; • Wellbeing days off & flexible Fridays in July & August; • Bupa mental health line for families; • Dedicated intranet page with information & signposting; ; Financial wellbeing:; • Pensions advice sessions; • Free access to credit scores & reporting

Pricing

• Price: £0.05 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Proof of concept trial may be available by agreement

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 mark.pestereff@transunion.com. Tell them what format you need. It will help if you say what assistive technology you use.