21st Century Technology PLC

Public Transport Real Time Information

EPI4 publishes multimodal transport information through endpoints to be consumed by public transport users including on-street digital signage, third-party websites and users’ personal smart devices. The Content Management System allows network operator users to automatically publish or individually customise data in order to provide passengers with an enhanced transport experience.

Features

  • Broking and consolidating multiple data feeds
  • Global service edits
  • Integrates with existing RTI infrastructure
  • Bespoke template creation
  • Flexible media carousel
  • Locates timetable clashes for public transport
  • Creates mobile departure boards on the fly
  • Include supporting information for transport routes
  • Create audio departure boards
  • Upload and publish images and videos to digital signs

Benefits

  • Allows users to publish unified transport information
  • Allows administrators to customise data to enhance end-user understanding
  • Control multi-asset estates from a single interface
  • Ensure transport information in published to branding guidelines
  • Schedule publishing to enhance user interpretation of transport information
  • Clash finder – assist in avoiding schedule clashes
  • Users can access information anywhere with an internet connection
  • Indicates points of interest and enhanced service offerings
  • Makes transport information accessible for the visually impaired
  • Status monitoring – for individual screens and entire estates

Pricing

£2500 per licence per year

Service documents

G-Cloud 11

444884270815986

21st Century Technology PLC

Nigel Dilks

08448717990

info@21stplc.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Must have access to public transport feeds
System requirements
  • Service consolidates public transport feeds
  • Transport feeds should be to CEN and UK standards
  • Internet connected device to access the management portal

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLAs can be negotiated, however our standard SLA is response within 4 business hours, in reality, a response is received within one hour in most events.
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 All new purchasers of the system receive full training on the system, its features and how to access the benefits that the system can provide them with.
At licence renewal, 21st Century are also happy to provide a Free of charge "Train-the-Trainer" refresher course, creating a local champion and knowledge resource for the system.
Full documentation will also be provided by the trainer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Upon order, all customers are given full and comprehensive training on how to use the platform to customise transport information that is being distributed to different platforms.
Depending upon the IT literacy of the user, training will usually take 1-2 days and can be completed in 1-to-1 or small group sessions.
We are also currently collating a library of training videos, to be released shortly via online channels.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Historical information is available to customers in .xml logs in line with transport standards, additional supporting data uploaded by customers (such as media files) can either be downloaded directly by the customer from the web portal or collated by 21st Century staff and provided to them in a format of their choosing.
End-of-contract process Within 2 months of the end of a customer's contract, they are notified of the approaching end of their service, if they elect not to re-new/extend the contract, they are provided with offloading documentation, which advises users on how to be supplied with held data, or select for it to be provided to a third party, or securely destroyed.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • 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 User experience on a mobile device is replicated as much as possible
Accessibility standards None or don’t know
Description of accessibility The majority of functions are usable, some screen layout and graphic management functions are not fully accessible by those with significant visual disability.
Accessibility testing Audio departure board features have been tested with users with impaired vision, this lead to enhancements in the text to speech engine and the ability for administrators to make manual phonetic adjustments for specific location names to improve pronunciation. Screen layouts are designed with high contrast colour schemes in mind to aid readability.
API Yes
What users can and can't do using the API Users can access real time transport information for any data held centrally within EPI4 and publish it through their own wen interface/third-party application.
The API operates on a request/response basis.
The user cannot access customer uploaded data, such as supporting media
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Users can customise datasets to their locality, altering destination and via information to allow consistent messaging across all platforms on to which the data is published.
Administrators within the purchasing organisation can also set granular permission levels within their organisation - for example, an individual may be given permissions to upload data, but not be granted publishing rights.

Scaling

Scaling
Independence of resources Users with minimal endpoints are placed on shared infrastructure to ensure that the service can be provided at a cost effective level, however, heavy users are provided their own virtualised environment to ensure they do not impact other users. All infrastructure is hosted with a tier-3 Cloud provider and can be set to automatically scale with the demands of the system.

Analytics

Analytics
Service usage metrics Yes
Metrics types 21st Century provide reports on the amount of real time data being supplied through the incoming feeds and passed through to the endpoints, the amount of real time information that has been successfully matched to scheduled information and the status of endpoint deliveries the data has been pushed to.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

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 At least every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach 21st Century has taken great care in selecting a trusted partner to hold all customer data that meets global and local compliance for data security. Standards and certifications held by the partner include ISO, SOC, PCI, FeRAMP, DFARS, FISMA, HITRUST, HIPPA and CJIS
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Dependent upon the data format, it can either be downloaded directly from the user interface (rich media files) or extracted by 21st Century staff upon request and provided in CSV.
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats
  • CSV
  • Other
Other data import formats
  • TransXChange
  • JPG
  • PNG
  • MP4
  • MP3
  • WAV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Data is hosted within private dedicated server space by a hosting company with a proved track record for security. All data connections protected behind authentication routines and are encrypted where necessary. Internal and external communications is handled by secure tunnels or token authentication.
Data protection within supplier network
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Servers are only accessible via secure VPNs and Windows authentication. A high grade firewall is in place to prevent attacks or unwanted external access.

Availability and resilience

Availability and resilience
Guaranteed availability 21st Century guarantee 99% up-time of our service to our customers
Approach to resilience Environmental Controls implemented to help mitigate against the risk of service interruption caused by fires, floods and other forms of natural disasters.
• Dual power paths into facilities
• Uninterruptible power supplies
• Diesel generators
• Service agreements with fuel suppliers in place
• HVAC
• Smoke detectors
• Flood detection
• Continuous facility monitoring
By using a centrally hosted cloud server, we have a fully resilient backup and recovery procedure. Resources are monitored every 30 seconds to internal monitoring sites so that we can get a snapshot of server performance on a regular basis. External monitoring solutions are used to ensure availability and performance, external to the hosted network.
The hosting centre is supplied by a “tier 3” provider with no single point of failure and guaranteed power and internet connectivity up-time of 99.9%. High Availability and fail-over measures are installed as standard. RTO for all priority 1 infrastructure incidents is 4 hours.
Each component has also been reviewed to eliminate all possible weaknesses, with high availability options as standard for the hosting infrastructure, making the hosting environment for our customers redundant and resilient. This includes three separate power feeds, dual diverse Internet feeds and high availability networking infrastructure
Outage reporting Service outages are reported to customers via email notification which will contain, as a minimum the time the outage began, any known causes of the outage and an expected resolution time. If that resolution time elapses without a suitable resolution being located, customers are provided regular updates until a resolution is located.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels When a user account is created or when a password changed, the 21st Century system puts the password through a proprietary hashing algorithm and stores the resulting output in a database
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Other
Description of management access authentication Management access to our service is only available over secure VPN, and requires the user have the necessary credentials to both access the management environment and the platform on which changes can be applied

Audit information for users

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 Between 6 months and 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 Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
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 No
Security governance approach 21st Century employ an in-house specialist to be responsible to ensure that we operate to security best practices
Currently undergoing ISO 27001 certification and are committed to a customer contract requiring certification to be complete by September 2019.
Information security policies and processes All processes are based upon ISO27001 policies, with a board level commitment to achieving the accreditation within 2019

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach All change management is controlled through issuing Change Control Notices, completed to best practice. Once a system change has passed testing our ISTQB-certified testers, a CCN is issued and the change is applied. Once complete the CCN is reviewed to ensure the changes applied had the desired effect.
Vulnerability management type Undisclosed
Vulnerability management approach We undertake regular review of published statements for any threats to core IT systems.
We review IT bulletins and CERT notifications on a regular basis.
We are members of specialist transport trade groups for domain specific awareness.
Security forms part of regular customer reviews to enable customer specific threats to be identified.
Security updates to operating system and related components including off the shelf software are configured to automatically install.
The information governance process includes risk assessment of security threats.
Protective monitoring type Undisclosed
Protective monitoring approach Regular reviews of system usage incl user logins, system automatically reports above defined levels of increased system use.
Any potential or actual compromise becomes a critical incident with immediate response with customer and Director involvement. Critical incident management is available 24/7.
Regular reviews of system usage incl user logins, system automatically reports above defined levels of increased system use.
Any potential or actual compromise becomes a critical incident with immediate response with customer and Director involvement.
Critical incident management is available 24/7.
First response is to make system inaccessible, where possible leaving it running for any forensic analysis needed.
Incident management type Undisclosed
Incident management approach Common incidents have FAQ and standardised responses in place.
All customers have access to a fault management system which is the preferred route for reporting.
Incident updates are published through the fault management system.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £2500 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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