SmartCitizen Limited

SmartCitizen Cloud Self Service Portal

A customer-facing self-service website which is delivered and accessed across an agreed web URL, providing end users the ability to apply for, purchase, renew or replace a local authority issued pass (either smart or non-smart, photo or non-photo), with a real-time link to the central card management system.


  • Capacity for online new applications, renewals and replacements
  • Creation of online account with minimal details required
  • Duplicate checking and data validation
  • Entitlement validation based on age, residence or custom entitlement rules
  • Save and return later application process with unique reference
  • Photo capture and cropping tool with digital storage
  • Entitlement proof upload or live capture tool with digital storage
  • Card cancellation with automatic hotlisting (where integrated with HOPS)
  • Real time end user verification using LexisNexis ID check
  • Integration with payments providers (WorldPay, SagePay, Capita, eKashu)


  • Fully online, paperless application process
  • Bespoke styling and branding
  • Fully responsive design supporting applications via multiple interfaces (phone, tablet)
  • Manned Service Desk 5 days per week with optional extensions
  • Concessionary scheme workflow and process management
  • Membership of User Group sharing ideas and defining route map
  • Range of optional modules including identity checking and payments integration
  • Real time Interface with SmartCitizen CMS service (mandatory module)
  • Proven cloud platform supporting many UK transport schemes


£2,500 a unit a year

Service documents

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G-Cloud 12

Service ID

3 5 2 2 9 8 8 5 8 6 0 9 6 6 8


SmartCitizen Limited Simon Bennetts
Telephone: 01872 250 161

Service scope

Software add-on or extension
What software services is the service an extension to
SmartCitizen CMS Cloud 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
  • Existing Payment Service Provider facility required for online payment

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
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
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

Onboarding and offboarding

Getting started
A test site would be provided containing examples of customer data 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. A full user manual is also available for download from the site. 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
Documentation formats
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

Web browser interface
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
No differences between the mobile and desktop service.
Service interface
What users can and can't do using the API
The service is built upon the .Net WCF 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:
creating and update individual cardholder records;
upload photographs;
upload scanned documents;
request new cards;
cancel existing cards;
pull down batches of cards that are ready to print;
reconcile batches of printed cards;
notify external integrated systems of new cardholders enrolled;
notify external integrated systems of updates to existing card holder information (e.g. lost/hotlisted cards);
record card holder activity data / transactions into the CMS (e.g. journey information for travel cards)
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
1. Service configuration to support scheme requirements.
2. Portal branding, colours, text and imagery are tailored to customer needs.
3. Can be hosted using customer owned domain URL
4. Can include customer’s own specific validation rules for entitlement checks
5. Content of all drop down lists fully customizable including documents acceptable as proofs of entitlement.
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
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; Type of application received; Length of time taken to complete the application process; Length of time taken on each step of the process.
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 clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least 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
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 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 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

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

User authentication needed
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

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

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Excludes outsourced software development.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
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

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

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


£2,500 a unit a year
Discount for educational organisations
Free trial available

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.