Target Group

Debt Management

Debt Management SaaS from Target offers a focussed, intelligent, results driven solution, suitable to be integrated into existing CRM, Contact Centre and Treasury functions. Case Management capabilities include: managing the end-to-end collections process from pre-arrears identification through to a shortfall recovery, tailored collections solution, third party management and oversight.

Features

  • Fully automated Debt Management solution
  • Case Management
  • Web based card payment facility
  • Call flow management and scripting
  • Strategic decision and rules management
  • Income and expenditure analysis
  • Risk based segmentation for special treatment and forbearance
  • Special servicing and treatments
  • Automated communication via letter/SMS telephone

Benefits

  • Customer contact initiated at earliest possible opportunity
  • Guaranteed adherence to appropriate legislation and regulatory reporting
  • Improved in-year and aged debt collections performance
  • Increased revenue collections rate
  • Flexible payment dates supported
  • Process automation
  • Measurement of effectiveness of communication facilitated
  • Financial glanuarity to provide full visibility of each account
  • Enhanced risk management and bad debt provisioning
  • Cost efficiencies through automation of key processes

Pricing

£200 to £300 per user per month

Service documents

G-Cloud 9

520140441712804

Target Group

Solutions Team

0845 650 6200

bid@targetgroup.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No constraints
System requirements Client to ensure the correct browers is in use.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Responses are provided within individual SLA agreed with the client.
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 Target offer a 24/7 IT Service Desk as standard and are able to provide additional, value add services such as Technical Account Manager and dedicated technical resource on a case by case basis. Target is a flexibile organisation that works with it's clients to meet their requirements.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Target's standard approach is to "Train the Trainer" which falls into three broad areas:
Configuration Training deals with how to set up the system to perform as required by the client. Such configuration is typically carried out bya Business Support function at the client.
Systems Administration Training covers items such as document, user and interface management. Systems Administration is likely to be carried out by IT staff. A hosted service (IT Managed Service) option will minimise the requirement for Systems Administration.
User Training covers all the operational functions of the systems. In gernal our clients prefer to follow the "Train the Trainer" model, rather than have Target train all their users. This approach allows clients to tailor their training to their own particular business processes.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Word
  • Excel
  • Powerpoint
End-of-contract data extraction We have a formal process in place for data extraction at the end of a contract which includes data migration, project management, legal requirements (eg DPA requirements).
End-of-contract process The provision of data in Target's prescribed format to the client / new 3rd party acting on behalf of the client is included within the price of the contract.

In addition, any decommissioning of data, and associated hardware infrastructure would take place at the agreed time and is included within the price of the contract.

Any requirement for additional services from Target such as Legal, Commercial, Project Management, extraction of data in a non-standard format and provision of guidance in relation to the extracted data would be agreed when Target is made aware of the desire to move the portfolio data to another supplier. Target would look to recover the cost of these additional services.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing The Solution conforms with the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines (WCAG) 2.0 Level Double-A rating. Target also works with individual clients around their requirements for look and feel.

With regards to specific testing requirements, we will agree specific requirements with the client, and customise our approach to ensure these are met.
API No
Customisation available Yes
Description of customisation Depending on customer requirements, we can customise our software and hosting to meet their needs

Scaling

Scaling
Independence of resources Target will ensure that the infrastructure is sized to take account of al project volumes. As part of Target's hosting solution proactive monitoring tools are used to ensure the service is performing to SLAs.

Analytics

Analytics
Service usage metrics Yes
Metrics types Each client receives a Monthly Service Report including these metrics:
• Items for Management Attention (Successes, Risks, Issues, Improvements, Looking Ahead)
• Service Performance:
Service Desk statistics,
o Overview of Calls Closed
o Current Outstanding Calls
o Open Problems
o Priority Incidents
o Major Incident Reports
o Help Desk Availability
o System Response
o Software Version Control
o Security Patch Update
o System Performance (Daytime/EOP)
• Projects, Programmes, Change Control
• Client Satisfaction
• Financial Information
o Monthly invoicing
o Service credits
o Quotes awaiting acceptance
o Frame agreement
o Aged debt
• Weekly Call Reports
• Monthly Security Report
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Yes
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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach We agree an approach with the client for export of their data which meets their requirements. Three main methods include: i) by secure FTP, ii) encrypted disc, iii) encrypted mail
Data export formats
  • CSV
  • ODF
  • Other
Data import formats
  • CSV
  • ODF
  • Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We provide 99.5% availability, which is our general SLA. However, we will meet customer requirements should these differ.
Approach to resilience Target has dual resilient data centres. Further information can be made available upon request.
Outage reporting Target has dual resilient data centres. Further information can be made available upon request.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels We adopt a privelege based management apporach for all access to all interfaces.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

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 At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
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 BSI
ISO/IEC 27001 accreditation date 06/04/2006
What the ISO/IEC 27001 doesn’t cover Not Applicable
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification NTT Security Ltd
PCI DSS accreditation date 12/09/2016
What the PCI DSS doesn’t cover Corporate Sales, Professional Consulting Services
Other security accreditations Yes
Any other security accreditations Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Greg Wood, our Delivery Director is the appointed Chief Information Security Officer. Warren Whewell is the appointed Information Security Manager. We maintain a policy and process suite which complies with the requirements of ISO 27001.

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 Our Change Management is run through a Change Management procedure. Changes are assessed for impact by a number of approvers, including the Information Security Manager.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Target are a member of CISP. Target deploys an anti-virus solution across all its platforms. Target uses and Intrusion Protecty System. Target uses HEAT for the deployment of patches within 30 days of release (unless critical, in which case, we will implement as quickly as possible).
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Target has Intrusion Protection systems in place as part of its firewall suite. We have various alerting systems in place as part of the above, so that we are made aware if an incident occurs. We respond to incidentst through our 24/7 Command Centre. This is supported by on-call support. Incidents are responded to based on threat perception.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach We have an Incident Management process in place which is deployed across the business. An Incident Manager is in situe, who manages all incidents as and when they occur. All incidents are recorded within our system and a report is generated from that system.

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 £200 to £300 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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