allpay Limited

Over the Counter Payments

allpay provides a comprehensive over-the-counter network payments service utilising more than 40,000 Post Office and PayPoint outlets and branches nationwide, providing organisations with daily transaction data via its secure cloud-based portal. Payments can be made via barcoded bill or plastic payment card.

Features

  • Payment acceptance at more than 40,000 Post Office and PayPoints
  • Nearly 12,000 Post Offices accepting cash, debit cards and cheques
  • Nearly 30,000 PayPoint outlets accepting cash and debit cards
  • Both networks from one supplier for collecting Rent, Tax etc
  • Cleared funds settled into bank account of your choice
  • Competitive and flexible transaction pricing
  • Secure online access to daily reconciliation files, reduces administration
  • Choice of payment media: barcoded bills or plastic swipecards
  • Card and stationery ordering using our cloud-based portal
  • Simple integration with back-office systems

Benefits

  • Maximise collection rates using the widest range of payment outlets
  • Reduce arrears by providing payment convenience for customers
  • Reduce administration through a single contract for networks and stationery
  • Maximise cashflow through settlement to any bank account
  • Increase efficiency through a single set of daily reconciliation files
  • Promote your own branding through bespoke design of swipe cards
  • Save back-office time through easy integration with management systems
  • Consistent service across multiple sites through cloud-based portal
  • Ensure service continuity through our tried and trusted implementation service
  • Our simple method of managing multiple income streams, reduces administration

Pricing

£0.31 per transaction

Service documents

G-Cloud 10

180670924137521

allpay Limited

Ailsa Tuck

01432852404

tenders@allpay.net

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Any planned maintenance of solution will be carried out outside of the normal working day to minimise any disruption to the service. Clients will be made aware of any planned work prior to commencement.
System requirements
  • The solution is compatible with IE9 and above
  • The solution is compatible with Chrome 24 and above
  • The solution is compatible with Safari 9, Firefox 18
  • The solution is compatible with Opera 15 and above
  • The solution is browser based with only internet access required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Allpay’s 30-member strong UK in-house Customer Service Contact Centre (CSCC) team is available between 08:00 and 18:00 Monday to Friday for both client and payer queries. Outside these hours allpay ensures an engineer is on-call 24/7 for incidents. Each call/query is logged on allpay's Customer Relationship Management (CRM) system, and responded to within 4 hours, with minimal delay. SLA performance: Calls answered within 20 seconds >90% Calls abandoned >5% Emails resolved within 24 hours >90% Calls/emails resolved first time >80% There is also a Service Status dashboard on the allpay.net website which will show any interruption to any allpay service.
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 Onsite support
Support levels Outside the Customer Service Contact Centre hours 08:00-18:00 Monday to Friday, allpay ensures an engineer is on-call 24/7 for incidents. allpay provides a dedicated account manager for day to day queries including performance management, contract queries and any technical issues encountered.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Allpay will appoint a dedicated implementation contact to oversee the full implementation process – with weekly calls scheduled between them, the organisation's dedicated account manager and stakeholders at the Organisation.

Typically the implementation would involve confirmation of payment media, payment methods, service settings at both payment networks, card and carrier approval and the receipt of test payment files to ensure compatibility. On-site or web-based training can be provided on allpay’s cloud-based portals, allowing organisations to download Payment Information Files (PIFs), set up and manage direct debits, reconcile payments and order payment cards. Training will cover user permissions, ordering, approving and managing customer accounts, with specialist Support Teams available post go-live. Online Manuals will be provided.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Paper-Based
End-of-contract data extraction Allpay will work with clients to ensure a smooth exit once the contact ends. Any client data will be returned in the format requested either via SFTP or securely via allpay's management portals.
End-of-contract process Allpay's contract price covers the setting up of the service as agreed. If the contract has run its intended or extended term or for any other agreed reason we would return client data (as detailed in the previous question). We would offer (subject to the exact requirement) any assistance we can to allow a smooth exit and transfer to any new supplier.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service A Mobile Payment App can be provided for mobile bill payment transactions. The App also locates the bill payer's nearest Post Office and PayPoint branches and outlets.
Accessibility standards WCAG 2.0 AAA
Accessibility testing Allpay’s web-based portal is compatible with IE9 and above, Chrome 24 and above, Safari 9, Firefox 18 and above, Opera 15 and above.
API No
Customisation available Yes
Description of customisation User permissions for the cloud-based portal, file formats to ensure compatibility, payment cards and carrier letters which are delivered to bill payers and 'how to pay' leaflets.

Additionally, Payment Information Files (PIFs) can set to automatically download to the organisation's desired location via our free of charge plug-in Autoconnect.

Scaling

Scaling
Independence of resources Allpay uses a number of utilisation tools to monitor its networks and associated equipment to ensure that all of its clients receive service in accordance with the agreed Service Levels expected. An automated reporting and monitoring process is in place for all platforms, with alert messaging provided to key business stakeholders at certain capacity thresholds. As the service components and client applications can be run on multiple servers and separate services, the architecture is inherently scalable. As such, the solution can easily grow onto multiple servers across data centres making the system horizontally scalable.

Analytics

Analytics
Service usage metrics Yes
Metrics types A standard suite of reports is available and can be scheduled for delivery to the organisation, covering user management, transaction breakdowns across different networks, transaction history and volume and value of payments processed at each network. allpay can also work with organisations to create bespoke reports with the option to have them scheduled.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Post Office and PayPoint

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Transfer of data between organisations and allpay uses 256-bit Advanced Encryption Standard (AES) over Transport Layer Security (TLS) 1.2, creating a secure link between the organisation’s internet browsers and allpay’s web servers, ensuring all data transmitted between the two remains secure. Data can be exported securely via allpay's management portals.
Data export formats
  • CSV
  • Other
Other data export formats ASCII
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.5% availability excluding downtime required for planned upgrade and maintenance.
Approach to resilience Allpay’s data centres have full redundancy for all amenities and networking connectivity. Its data centres operate with real-time data replication supporting real-time failover between them. This provides a 99.5% availability excluding downtime required for planned upgrade and maintenance. allpay’s data centres are ISO 27001 certified. The allpay system is live 24/7/365.
Outage reporting Organisations will be notified in advance of any scheduled maintenance. Scheduled maintenance is communicated via our cloud-based management portal, where a message will be displayed detailing the maintenance period. Additionally, emails would be sent directly to Super Users of the portal, who are sent the scheduled maintenance period by email. Additionally, allpay has a public-facing service status page detailing the availability of all its services at all times.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Access to allpay's management portals is authenticated via username and password. User accounts are configured with varying level of access available. The nominated super user at the organisation can create user accounts with configurable permissions. Roles can also be created to approve user actions e.g. transactions above specified value thresholds. Data is segregated in the system by unique client codes, ensuring each client only has access to their and their customers' data. Passwords must be a minimum of eight characters, alpha-numeric.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 04/12/2017
What the ISO/IEC 27001 doesn’t cover The accreditation covers all aspects of allpay's IT and Security.
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 09/02/2018
What the PCI DSS doesn’t cover Allpay is directly PCI-DSS compliant and is a Level 1-certified Payment Services Provider and Payments Facilitator.
Other security certifications Yes
Any other security certifications
  • MasterCard and Visa accreditation
  • DPA Registration
  • Cyber Essentials Plus
  • ISO 9001
  • Authorised as Electronic Money Institution (Financial Conduct Authority)
  • BACS-Approved Bureau
  • ISO 27001

Security governance

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 Allpay has a fully documented and audited Security Information Policy and ISO 27001 accreditation. allpay's Head of Compliance has overall responsibility for ensuring that the policy is followed - he reports to allpay's board of directors on any related matters. Since its inception in 1994 information security has been the cornerstone of allpay's operations. allpay maintains information resources which are essential to performing allpay business. Similar to any other capital resources owned by allpay, these resources are to be viewed as valuable assets over which allpay has both rights and obligations to manage, protect, secure, and control. allpay employees, contractors, third parties and other entities are expected to utilise these resources for appropriate purposes, protect access to them, and control them appropriately. Examples of information resources include, but are not limited to: Electronic data, Paper based information, reports, records and documents Information shared orally or visually (conversation, telephone call, or presentation) Information communicated in e-mails Computer Systems Networks Buildings People. A copy of the policy can be provided on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Allpay uses a Software Development Life Cycle (SDLC) for Software Development – a series of steps that provides a model for the development and lifecycle management of an application/software. Further to this, allpay has technical implementation plans and a change control board to verify changes prior to release into production. allpay uses an Agile development methodology and conforms to OWASP (Open Web Application Security Project). Developers also have training in secure coding techniques. allpay internally code reviews all major applications and revisions against such criteria as the OWASP top 10. Practices also comply with ISO 27001 and Cyber Essentials Plus.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Allpay performs monthly internal and external vulnerability scans as required by PCI. Internal auditors review systems as required and in conjunction with the allpay audit plan devised to maintain compliance with ISO 27001 & PCI standards. IT Operations have implemented various tools to monitor the health of the network, e.g. Ops Manager, Apps Manager, Tripwire, SIEM, IPS/IDS, Sophos Suite etc. Checks are made for patches and updates daily, once alerted to a new patch, IT Support will download and review the new patch within four hours of its knowledge of release.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Vulnerability scans are run against the network infrastructure for devices on a scheduled periodic basis and reports are generated on the vulnerabilities identified across the assets in each network zone. In response to any identified compromise, allpay has a fully documented and audited Information Security Response Plan that covers all reports of information security weaknesses or events relating to any of the organisation’s information assets. This is available on request. allpay has in place SLAs for incident response management, detailing fix times, response times and interval updates for critical and high impact incidents. These are available on request.
Incident management type Supplier-defined controls
Incident management approach Allpay has pre-defined processes in place for incident management. This is inline with ISO 27001. allpay’s Information Security Policy Handbook provides a framework for the management of information security to minimise risk (this is available on request). The high-level procedure for responding to any security incident is as follows: • Advise Head of Compliance • Commence investigations • Submit Security Incident form • Identify and implement resolution • Produce report • Update documentation • Advise management. Incident reports are available to clients through allpay's Customer Service Contact Centre.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.31 per transaction
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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