Passport as a Service (PaaS)

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: PaaS complies to the ICAO MRTD standards for secure travel document issuance and, as such, clients will require ICAO MRTD compliant printers and materials.
System requirements: Web-based application requiring Internet connection

A modern browser that supports HTML5 and HTTPS connections

Windows 7 or later versions

Dual core processes running 1+ GHz

User support

Email or online ticketing support: Email or online ticketing
Support response times: Support is 24/7 where a Critical (severity 1) issue resolution is applied according to the determined severity of the problem.
For all Critical (severity 1) problems reported to Entrust's 24/7 helpdesk, support begins within one hour of being reported.
Questions or advice requests from the customer will be responded to in due course dependent on the information request during regular business hours Monday to Friday 9:00 to 17:00.
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: Entrust has flexible support levels that can be tailored to the needs of the client. Response and corrective actions are defined based on the level of severity of the reported incidents. Our support staff are available by phone and email for reporting incidents and general inquiries. We also offer 24/7 support. Costs dependent upon Service Agreement, some services may be at additional costs as per SFIA. All new customers are assigned a Customer Success Manager that will provide proactive support and advise throughout the contract.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: All new customers are assigned a Customer Success Manager that will provide proactive support and advice throughout the contract. Our architects ensure the appropriate solution is provisioned and maximised for workloads, along with a range of instructions and of user guides. Training options combine instruction, workflow assessment, real-world examples and hands-on exercises so that users, trainers and system administrators walk away with the knowledge they need to impact operational results, accelerate adoption and lower software administration costs. Training options include onsite classroom style and virtual training sessions or combinations of both. The virtual options include: online tutorials, web-based sessions, telephone or regional training sessions. The smartphone app can optionally provide multi-lingual guidance to applicants on its use.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: Entrust provides assistance in extracting the data in CSV or DB backup format.
End-of-contract process: At the end of a contract, if it is not renewed, a transition of data records will be planned and executed with assistance of appropriate resources at cost using the SFIA rates. The format and target repository for the data will be defined.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: N/A
Service interface: Yes
User support accessibility: WCAG 2.1 A
Description of service interface: PassportReach is accessible through supported browsers
Accessibility standards: WCAG 2.1 A
Accessibility testing: User testing utilising screen readers and screen magnifiers has
been conducted.
API: Yes
What users can and can't do using the API: The system can check the status of applicants
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: PaaS has a flexible configuration. Users and Administrators can 'configure' many parts of their applications. Eg. set thresholds for photo matching, session timeouts, establish agency user accounts etc.

Scaling

Independence of resources: PaaS runs on a pair of hosted servers (application and database), in which each of the clients have their own instance of the software and all data is segregated. This ensures each client will remain unaffected by overall usage demand surges.

Analytics

Service usage metrics: Yes
Metrics types: Entrust applies many metrics to its product suites. For PaaS, these include, but are not limited, to: approved or failed and reasons, plus reconciliation between systems, for numbers of applications and photographs submitted.

For the cloud environment, these metrics include average/max CPU usage, average memory usage, average disk write/read speed and disk provisioned/utilised for VMs in all regions - all of which is constantly monitored.
Reporting types: Reports on request

Resellers

Supplier type: Not a reseller

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: United Kingdom
User control over data storage and processing locations: Yes
Datacentre security standards: Supplier-defined controls
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: Entrust encourages clients to select the option to protect their data using database encryption technologies where only we have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Entrust provides assistance in extracting the data in CSV or DB backup format.
Data export formats: CSV

Other
Other data export formats: DB backup files via AWS hosts
Data import formats: CSV

Other
Other data import formats: XLS

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection between networks: Via private networks such as leased lines or MPLS
Via public sector networks such as PSN, N3, Janet
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: 99% for the SaaS application, depending on infrastructure aspect.
Approach to resilience: The Business Continuity plan details the process followed in the case of an outage, from detection to deactivation. It's a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.

A ubiquitous security control environment is maintained across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.

Customers are responsible for implementing contingency planning, training and testing for their systems. Customers have the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
Outage reporting: All outages notifications will be reported to the identified client representative. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Other
Other user authentication: Agency users are assigned a user ID. A two factor authentication process is put in place such as password and Time-based One-time Password Algorithm (TOTP).
Access restrictions in management interfaces and support channels: For Agency use - Access to software features is restricted by roles. These roles and access controls are defined by the client during the on-boarding process. For example, an administrator role will have much broader permissions across the system.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Other
Description of management access authentication: Users are assigned a user ID. A two factor authentication process is put in place such as password and Time-based One-time Password Algorithm (TOTP).

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: User-defined
Access to supplier activity audit information: Users contact the support team to get 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: A-Lign
ISO/IEC 27001 accreditation date: 04/12/2016
What the ISO/IEC 27001 doesn’t cover: N/A.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: PSN

ISO 27018

ISO 20000

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: Implemented: Formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.

Employees maintain policies in a centralised and accessible location. Security Assurance is responsible for familiarizing employees with the security policies.

There are established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.

The output of Leadership reviews include any decisions or actions related to:

• Improvement of the effectiveness of the ISMS.
• Update of the risk assessment and treatment plan.
• Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.
• Resource needs.
• Improvement in how the effectiveness of controls is measured.

Policies are approved by leadership at least annually or following a significant change to the environment.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: We have documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO 20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Entrust conducts vulnerability assessments throughout the lifecycle. Our development process includes use of static code analysis to identify vulnerabilities introduced in source code and methods to remedy. We conduct penetration testing on our service platform along with tests to identify vulnerabilities and policy-violating configurations. Entrust also employs a number of tools in the production environments to automatically identify suspicious activities and components (e.g. operating systems) with available security patches. A process exists to alert the responsible parties in the event of a security incident. Entrust also monitors newsfeeds/vendor sites and the AWS security bulletin (https://aws.amazon.com/security/security-bulletins/) for security threat information.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We deploy (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:
• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorized connection attempts

Near real-time alerts flag incidents, based on the Service/Security Team- set thresholds.

Requests to KMS are logged and visible via the account’s CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the resource protected through the CMK use. Log events are visible to customers after turning on CloudTrail in their account.
Incident management type: Supplier-defined controls
Incident management approach: We have a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by our personnel, and incidents identified and reported to us by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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: Yes
Connected networks: Public Services Network (PSN)

Social Value

Fighting climate change
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Environment – Our goal is to manage our manufacturing, warehousing, distribution, and office facilities to minimize ecological impact. Entrust maintains an ISO 14001 certification at its headquarters and principal manufacturing facility and is working to set organizational carbon reduction goals to achieve net zero carbon emissions by 2050. We also comply with important environmental measures such as REACH, RoHS, and Proposition 65 where applicable to our business.

Tackling economic inequality

Diversity, Equity and Inclusion – Entrust has established concrete goals to build a more diverse workplace and supplier base. We actively promote an inclusive and welcoming culture across our business through our Entrust Includes initiative and we look for suppliers that embrace similar values through our formalized supplier diversity program.

Equal opportunity

Diversity, Equity and Inclusion – Entrust has established concrete goals to build a more diverse workplace and supplier base. We actively promote an inclusive and welcoming culture across our business through our Entrust Includes initiative and we look for suppliers that embrace similar values through our formalized supplier diversity program.

Wellbeing

Diversity, Equity and Inclusion – Entrust has established concrete goals to build a more diverse workplace and supplier base. We actively promote an inclusive and welcoming culture across our business through our Entrust Includes initiative and we look for suppliers that embrace similar values through our formalized supplier diversity program.

Pricing

Price: £17 to £30 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Passport as a Service (PaaS)

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents