MissingX UK Ltd

MissingX Cloud Service for Lost, Found & Stolen Property

MissingX’s system is used by many of the world’s transport hubs, hospitality, retail and venue operators. It enables the efficient management and automation of the end-to-end property process, providing a web portal for LPO staff, consumers and corporate clients, as well as mobile applications for the public, staff and police.


  • Simple web interface for LPOs, contact centre & management teams
  • Free web portal and mobile apps for consumers & staff
  • Automatic reporting to loser and LPO when property identified
  • Global cloud powered service unifying all information
  • Simple and fast for staff to adopt and use
  • Includes a Shipping Portal for courier services
  • Supports serial numbered as well as non-serial-numbered property seamlessly
  • Global real time search capabilities for staff & consumers
  • Full support for unlimited sub-locations/stores


  • Proven repatriation rate in UK of 67%
  • Offloads approx 90% of overhead for Lost & Found reports
  • Removes call handling and social media costs from Lost Property
  • Provides revenue generation and cost reducing options
  • Drive public confidence and satisfaction in Lost Property Operators
  • Reduce legal liabilities and burdens with full audit capability
  • Ensure safe and lawful disposal of property not repatriated
  • Simple and effective legacy data integration


£0 to £40000 per unit per year

Service documents


G-Cloud 11

Service ID

5 5 8 9 4 9 0 7 5 2 6 0 1 8 8


MissingX UK Ltd

Nicholas Ellenden

0203 951 0506


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints We have a strict market leading Service Level Agreement and Support terms to avoid any constraints in usage.
System requirements
  • Internet Browser - Safari, Firefox, Internet Explorer, Chrome
  • Android OS Mobile
  • IOS Mobile Phone

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Provider Service Commitment: 99.95% Uptime

Service hours are 9-5 UK time, Monday-Friday

Support functions 24 hours a day, 365 days a year
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 Support & maintenance are built into the Cloud subscription
On-site support, where requested and agreed, will be charged at a rate agreed to in a mutually signed Statement of Work
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started MissingX provides onsite installation, configuration and training as needed, and also adds the capability for 'WebEx' style training/configuration assistance in addition to this.

MissingX provides full documentation for both administrators and users.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction MissingX's service is built such that it has a separate database for each client so MissingX can extract all data in excel file as required
End-of-contract process If the Cloud subscription is not renewed, access to the information and service is suspended. At the end of this, the clients data, on agreement, is either destroyed, or exported and delivered securely by MissingX to the client.
No extra fees are anticipated.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The web portal provides the same functionality regardless of desktop or mobile interaction.

MissingX also provides a mobile app for simplified service usage for IOS and Android devices
Service interface No
What users can and can't do using the API APIs can be used to integrate Missingx functionality with third party software. The APIs allow users to get lists of lost and found items, register lost or found items, user registration, manage registered items, claim items.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available No


Independence of resources MissingX maintains seperated data structures for each user with seperate performance monitoring, as well as overall performance monitoring. This is monitored in real time and prior to new clients being added changes in the available resources are made.


Service usage metrics Yes
Metrics types We provide dashboards and regular reports on items logged, claims made, items repatriated, courier actions
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 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 ‘IT Health Check’ performed by a CHECK service provider
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 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 Clients cannot export data themselves. They have to place a request with the MissingX support team who can then extract data from the MissingX database.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • As agreed
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • As agreed

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability MissingX provides a contractual SLA with a 99.95% availability.
Service credits are provided for SLA breaches
Approach to resilience MissingX's servers are hosted by UKFast in the UK.

Our Tier 3 standard data centres have concurrent maintainability to ensure 100% uptime. We operate N+1 configurations throughout including UPS and standby diesel generators to make sure your business is always online.
Our UK data centres are carrier-neutral with a range of leading tier 1 and tier 2 carriers and peering agreements in place. You have total choice from leading carriers such as BT, Virgin Media Business, SSE, Cogent and Level 3.
Our data centres are ISO 27001 certified, PCI-compliant and secured to UK government IL4 standards, which ensures your solution is protected by exceptional levels of both physical and virtual security at all times.
Outage reporting MissingX provides email alerts and clients can monitor the missingx.com url for automated outage reporting

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Each user is individually identified, authenticated and all actions audited.
Role Based Access control assures no access outside the required rights for the individuals role are granted. Access to the databases is not permitted even to management and support teams.
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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Secured By Design

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Our data centres are ISO 27001 certified, PCI-compliant and secured to UK government IL4 standards, which ensures your solution is protected by exceptional levels of both physical and virtual security at all times.
Information security policies and processes MissingX is currently proceeding through ISO27001.

Its processes are documented and audited internally several times a year by the board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach MissingX design & development teams follow a system documented process managed by the Development Management team who report to the board, with all actions included in our CMS.
Components are built using best practise AGILE methodology, which includes a security review.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Working with UKFast, MissingX has a secured tested hosted service infrastructure.
MissingX frequently updates in infrastructure, with high risk patches being prioritised based on the risk from the vendor and taking into account the security infrastructure MissingX is protected by.
MissingX recieves open source threat feed information.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Within the MissingX/UKFast environment based upon the vulnerability testing, MissingX responses immediately to ensure no potential compromise is left unpatched or unprotected by the security infrastructure in place.
Incident management type Supplier-defined controls
Incident management approach Users report incidents via our support portal, which then based upon the severity of the issue is then reviewed by the MissingX team, this process for review is standardised and documented within MissingX, and remedial actions taken.
This process for review is standardised and documented within MissingX.
these actions are fully registered and logged in the support portal for the user to track and use as a formal record of the incident 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 Yes
Connected networks Police National Network (PNN)


Price £0 to £40000 per unit per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Web based service - Register, Audit, Match found items & interrogate Lost items claims from the public
Includes Mobile App to Register, Photograph, Match items , includes Management reporting tools
Link to free trial Www.missingx.com

Service documents

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