SmartCitizen Limited

SmartCitizen Cloud SmartRewards Management System

SmartRewards gives local authority staff the ability to manage a rewards and incentives scheme for their residents. Activities are created within the system which earn points when performed; these points can then be redeemed against defined prizes, or collected to reach certain targets as required.


  • Create unlimited number of activities and set reward points
  • Create unlimited rewards and targets and set redemption limits
  • Email progress reports to participants
  • Automatically collect and award points via API interface
  • Categorise activities and rewards
  • Monitor take-up through live reports dashboard
  • Mobile app available (add-on component)
  • Tailor rewards and activities available by user preferences
  • Customer-facing portal available (add-on component)


  • Incentivise and reward positive behaviours
  • Works with or without a reward card
  • API available for CRM integration or similar
  • Manned Service Desk 5 days per week with optional extensions
  • Real time Interface with SmartCitizen Cloud CMS (optional)
  • Real time Interface with Customer-Facing User Portal service (optional)
  • Reports dashboard and range of reports built-in as standard
  • Proven cloud platform supporting many UK local authority reward schemes


£8000 per unit per year

Service documents

G-Cloud 11


SmartCitizen Limited

Simon Bennetts

01872 250 161

Service scope

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 SmartRewards Customer-Facing Portal Service
Cloud deployment model Private cloud
Service constraints Planned maintenance window for security patches occurs at 3am on the second Sunday of the month where a Microsoft security patch is released the previous Tuesday.
System requirements
  • Users must have internet access via their device
  • Domain owned certificate if hosting using domain-owned URL

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Emails are responded to within one normal working day. Weekend support can be supplied at extra cost.
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 We offer a 3 tier support system during a normal working day:
Level 1 - Response Time 1 hour, Target resolve time 8 hrs
Level 2 - Response Time 4 hours, Target resolve time 2 working days
Level 3 - Response Time 8 hours, Target resolve time 4 working days
A normal working day is from 8am to 6pm. Saturday cover can be provided at an extra cost. An Application Support Specialist will be provided as a customer point of contact.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A test site would be provided for users to review prior to go live. This would be used for testing and also training. Training sessions take the form of a "train the trainer" session with up to 10 delegates in attendance, depending on the size of the venue. Training is typically done on the customer's site, however we are in the process of exploring online training using a pre-recorded training session as a means of delivering training to users.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We would discuss with the customer the format they would like their data extracted in. This can be supplied in CSV with images extracted as JPEGs, or as XML with images included as binary. Password information would not be included in the data extract. Upon receipt of the data extract request from the customer, SmartCitizen would feed back any costs associated with the extract process requested, and provide a date for when the work would be undertaken, factoring in the customer's requirements at all times.
End-of-contract process 3 months termination notice required. SmartCitizen staff will work with the customer to agree a suitable exit strategy, including format of files required and any associated costs with providing the files in the agreed format.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service No differences between the mobile and desktop service.
Service interface No
What users can and can't do using the API API is a built upon the .Net framework and clients built using the same technology can make use of automated configuration tools when connecting to the API. SOAP enabled clients will also be able to connect and implementations in Java, PHP and .Net have all been developed successfully. A username and password combination are used to authenticate a client against the API.
Via the API, users can:
Connect a mobile device and download events and activities to a mobile app;
Download events and activities targeted per user preferences;
Upload transactions to trigger points award;
Upload transactions to record points spend;
Download a summary of points earned, redeemed and a points balance per user;
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation 1. Service configuration to support scheme requirements.
2. Customer-facing portal branding, colours, text and imagery are tailored to customer needs.
3. Can be hosted using customer owned domain URL
Customisation occurs during the set up phases of the project and would be undertaken by our staff working closely with the customer to achieve the desired result. Thereafter changes to the configuration would be handled as a change request and again performed by SmartCitizen staff, typically released onto a test site first before deployment to live.


Independence of resources SmartCitizen operates a virtualised resilient server environment based on the Windows Server Datacentre platform that enables us to ensure high levels of availability.
To ensure resilience of network connectivity we have a dedicated high capacity leased line provided to us with a 100% up time and guaranteed SLA backing. We also maintain a secondary Internet connection available as a contingency.
Customer data is stored in their own dedicated SQL database to further ensure they are fully independent and not affected by any other demand placed on our services.


Service usage metrics Yes
Metrics types These would be agreed with the customer at the outset of the project. The system records the following metrics that can be made available to customers via the administration portal including: Number of applicants applying via the public portal; Number of points awarded; Number of points spent; Number of transactions/take-up for each activity, Number of transactions/take-up for each reward;
The following metrics can be provided on request or via regular reports: Common errors encountered; browser type/device used; service availability and uptime.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type 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 There is a range of reports available on the administration portal that permit users to download data in a variety of formats including csv, excel, pdf. Users can also access their data via the API which permits the full extract of a customer record in XML format. This works per record rather than a bulk extract however.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
  • XML (via the API)
Data import formats
  • CSV
  • Other
Other data import formats XML (via the API)

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99% minimum service availability
Approach to resilience We have a range of measures in place to ensure the continued availability of hosted customer systems and data. These include, but are not limited to:
• The use of uninterruptible power supplies (UPS)
• Backup standby generator
• Warm standby hardware stored offsite
• Use of daily database backups and hourly transaction log backups
• Arrangements with third parties to cover loss of service capacity
• A dedicated leased line available to our customers with a 100% up time guaranteed SLA backing.
• A virtualised resilient server environment that enables us to ensure high levels of availability and also enables us to replace and rebuild customer systems quickly and effectively.
• A comprehensive Business Continuity Disaster Recovery Plan
More details can be made available upon request.
Outage reporting We use a number of systems to monitor system availability and performance including internal and external tools. For performance monitoring, we use Microsoft tools (performance monitoring, SQL profilers etc.). We measure system availability using our own internally developed tool which monitors the system health of our servers and services which alerts via SMS and email should services become unavailable.
We also make use of external monitoring systems (currently StatusCake) which provides health checking and alerting services to notify us of potential outages.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Management interfaces and support channels are accessed by authenticated users only. Access to the public portal is authenticated once the customer creates a web account and logs in to the portal.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication Administration portal IP restricted to customer. Public portal not restricted as by definition it is a publicly available service.

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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 NQA
ISO/IEC 27001 accreditation date 2013
What the ISO/IEC 27001 doesn’t cover Excludes outsourced software development.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 SmartCitizen operates an ISO 27001-compliant Information Security Management System which was first certified against the standard by a UKAS-accredited auditor NQA in May 2013 and last renewed in September 2018, with another full certification recommended in May 2019.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Versions of servers, network devices, storage, operating systems, utility and application software are audited and logged. Software component changes are logged and managed through their lifetime using Subversion source control.
Customer change requests are managed via SmartCitizen's change control process which includes a risk assessment to consider any potential security impact, as well as considering other factors (including scheduling and costs) in implementing the requested change.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We are ISO 27001 certified and we use a Unified Threat Management system to monitor and alert to any potential threats to our services. Vulnerability patching is done on a regular basis, to co-incide with patch releases from Microsoft. We also have a dedicated Security Consultant monitoring online feeds relating to security threats and handling the prioritizing of patching where any of our services could be impacted.
Protective monitoring type Supplier-defined controls
Protective monitoring approach When a potential compromise is identified, the compromise is risk assessed to identify the severity level. We aim to respond within 1 working day to any severity level 1 incident.
Incident management type Supplier-defined controls
Incident management approach We have an internally developed piece of software for logging incidents which are reported by customers. Customers may either login and report their own incidents, or can email or telephone our support desk to notify us of an incident. Details are logged in defined categories, and the severity level assessed before a target resolution time is assigned. Details of these calls and their resolutions are logged, and lists can be supplied back to the customer as part of a monthly management report.

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


Price £8000 per unit per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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