Arcus Global Limited

Arcus Taxi Licensing

Arcus Taxi Licensing enables Authorities to manage all activities around taxi licences regulated: Hackney Carriage; Driver Licensing; Private Hire; Driver; Operators Licensing.

Manages: application process, submission through consultation, decision and issuing of a licence. Once a licence has been issued Arcus Licensing handles the ongoing monitoring, enforcement and subsequent renewal.

Features

  • Cloud System- Fully accessible,only need internet connection
  • User configurable fees, timescales, statutory consultees, communications templates and reports
  • Documented, published Open API. No additional costs for API provision
  • Online Licence Application Forms- capture data once by applicant
  • Online Public Register- fulfills statutory Duty to publish register
  • Designed in partnership with UK LA licensing teams
  • Automated notifications eg: automated renewal reminders. Escalation/service breaches
  • Generation of relevant documents at all stages of the process
  • Fully responsive- accessed on mobile or tablet in the field
  • All comms channels available: create badges/plates/docs/email/ SMS

Benefits

  • Available to officers anywhere, anytime. Collaboration with other services
  • Enables officers access to real time data for enforcement decisions
  • Reduces cost of ownership for IT
  • Lower cost of processing applications - best use of resources
  • Anytime /anywhere accessibility by customers
  • Low cost processing. Licence Register available 24/7/365
  • Shapes future service delivery goals with new ways of working
  • Effective communication and collaboration between the local authority and customer
  • Ease of use. Less training. Excellent user experience
  • Consistent experience across all channels

Pricing

£95 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

5 9 1 6 3 9 1 1 0 9 0 2 3 5 9

Contact

Arcus Global Limited

Karen Humphreys

+44 (0)1223 911841

gcloud@arcusglobal.com

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
Arcus Taxi Licensing is an extension of the complete Arcus Regulatory Services Package, covering services such as Trading Standards, Licensing, Environmental Protection, Food Safety, Pest Control, Pollution Control and more. Further expansion of customer-facing functionality is available through the Arcus Digital Services Hub.
Cloud deployment model
Public cloud
Service constraints
Salesforce.com implements a release schedule of 3 major versions per-year; done outside of business hours and with minimal five-minute disruption to Salesforce.com instances.
Significant new features are implemented on a continuous cycle of improvement along with scheduled maintenance of service and underlying systems. Maintenance events usually scheduled to occur outside normal hours-of-business (assumed 08:30-17:30). Details of Arcus release schedules available as part of the onboarding process.
Significant customisation possible subject to a separate quotation. Customer-specific branding of software is included with a 12-month contract. Additional customisation features can be configured by the customer – Arcus Global will then provide guidance.
System requirements
  • Arcus software just requires an computer with an internet connection
  • Arcus software is supported by a range of internet browsers
  • For all browsers, enable JavaScript, cookies, and TLS 1.2
  • If TLS 1.2 isn’t available, enable TLS 1.1

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times depend on how critical the issue/question is: Critical <4 hrs, High <8 hrs, Medium <16 hrs, Low <40 hrs. These are intended for the purpose of guarantees related to Service Credits. The actual response time will generally be much faster.
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
Following on from the customers 1st line trained support team, Arcus Global aims to seamlessly work with our customers to seamlessly assist in those areas which require more expertise through second and third line support. Second line support includes: Assistance in the triaging of new incidents, Telephone Support, Email/Ticket Support (24 / 7 web based support call logging), Remote Access Support and On-site Support, perpetual bug-fixes, Software updates to support all legislative changes, assistance with customisation and reporting.
Enhanced Second line support option: Should a customer need added support to bolster their own internal team with 1st line internal triage or even to outsource the whole 1st line triage function, Arcus Global can help you with this. Please discuss your requirements and outline the needs of your Business Unit with regard to added/enhanced support with your Account Manager who will be able to ascertain from your level of requirement the cost of this enhanced support offering.
Third line engineers pick up issues that cannot be addressed by the second line team. It includes investigation and issue resolution from our most experienced Salesforce/AWS and web technology engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Arcus project delivery approach is to adopt Agile principles for both straightforward app deliveries and ground-up development work. Most of our projects involve a blend of the two with the balance depending on how closely a client’s requirements match our standard products.

Any component parts of a project that uses standard Arcus product configuration will be delivered using DSDM (dynamic systems development method) Agile project management principles.

This methodology uses a structured framework, designed to be more familiar to organisations that use traditional waterfall models, combined with an iterative approach to identifying and delivering the functionality required by the stated business need.

At the mobilisation of the project, we will meet with the client project team to discuss our project approach. This would provide them with an understanding of resources needed, high-level timeline, Roles and responsibilities, and the next steps.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Via a customer portal providing product knowledge articles and FAQ's
End-of-contract data extraction
Data can be extracted by the user or Arcus. If Arcus is commissioned to extract and deliver data, the project must clearly specify how and where data should be extracted, format required, and where it should be delivered. Arcus offers clients a fixed cost solution using published SFIA day rates.
End-of-contract process
Upon receiving notification of termination of contract your account will be closed based on either the requested termination date or upon expiration of your G-Cloud contract. If there is no subsequent extension or new contract formed then the customer will be entitled to extract all of their data from the cloud environment using a standard set of tools provided within the Salesforce platform that underpins the Arcus product range.

Your Arcus data will be available for 30 days from the date of termination and can be exported from the Arcus system in standard CSV files by the customer using standard data management tools including the SalesForce Dataloader application. The data can be securely downloaded and, if necessary, Arcus can perform intermediary services to extract the data in a specific CSV format at an additional cost (which will vary according to the volume and complexity of the data itself).

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Arcus solution can be accessed via a web browser on both a desktop and mobile device; however, the Salesforce Mobile app allows for users to access the platform from any mobile device enabling agile working practices to be achieved. The app is downloadable for free from various app stores. Limited offline capabilities are present allowing for data to be cached.
Service interface
Yes
Description of service interface
Arcus’s Software is built on the Salesforce Platform who are committed to accessible solutions to all individuals. This includes working with assistive technology like speech recognition software and screen readers. Salesforce follows the recognized best practices of the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Third party vendors have completed an accessibility assessment of salesforce core products and have documented their accessibility status using these VPATs. Further details can be found on salesforce.com
API
Yes
What users can and can't do using the API
The platform is provided with an open API allowing for functionality including change, read, update and delete functions. Existing integration is available to many products from the Salesforce AppExchange reducing development costs.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The Arcus solution enables virtually any kind of data rule to be defined and is customised through the system setup by various tools through the workflow functionality, and via formula fields.

Scaling

Independence of resources
The Arcus solution is built on the Salesforce platform which works to a target time for platform availability of 99.999%, measured 24/7/365. The number of users on this service does not affect its availability or quality.

Analytics

Service usage metrics
Yes
Metrics types
Arcus Software is built on the Salesforce platform and can take advantage of its standard reporting and dashboard functionality. This allows users to build their own individual reports that allow reports of different types to be built. Ranging from real-time snapshots through to yearly summaries. Reports can be built with minimal training using a simple drag and drop builder and then be converted again with simple drag and drop tools converting it into clear visual dashboards. These can be created and deployed on an individual, to specific roles or globally to all users.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
Salesforce are compliant with a number of standards which require protection of data at rest (ISO 27001/27018, SSAE 16/ISAE 3402 SOC-1, SOC 2, SOC 3, PCI-DSS, TRUSTe Certified Privacy Seal, CSA STAR)
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Salesforce has a number of propriety tools that allow users or Arcus Global to extract data from the systems. These tools have wizards designed to allow the easy extraction of data from any database object. When data is exported, users can choose to include or exclude soft-deleted records.

Data may be routinely exported in a CSV format. Alternatively using free to download tools from the appexchange data may be downloaded to extract data in a range of formats
Data export formats
  • CSV
  • Other
Other data export formats
Download tools from appexchange/extract data in range of formats
Data import formats
  • CSV
  • Other
Other data import formats
Variety of other formats: SQL using our ETL/migration tooling

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Standard HTTPS TLS/SSL encryption is used for data in transit protection.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Agreements in place for data security/handling that ensure compliance with the Data Protection Act. All staff will have Government SC status or be supervised by people who do. All staff involved will be DBS checked. Arcus has ISO27001 certification ensuring the internal environment is secure and appropriately controlled.

Availability and resilience

Guaranteed availability
Arcus solution is built upon Salesforce technology. Response times are published: https://trust.salesforce.com/trust/ there is guaranteed availability of 99.999% 24/7/365. Historically, Salesforce has had an excellent record of very high uptime. Salesforce has configured all networking components, SSL accelerators, load balancers, Web servers and application servers in a redundant configuration.
Approach to resilience
Efficient RTO (Recovery Time Objective) and RPO (Recovery Point Objective) times. Salesforce.com runs products from tier-4 data centres. Hosting structure: shared multi-tenant architecture, subdivided into nine hardware clusters called pods; made up of 35 multiprocessor Unix and Linux servers running the Oracle database. Pods are mirrored for high-availability and failover.
Outage reporting
Arcus Solution is built on Salesforce platform. Salesforce provides current and historical (the preceding month) data on service availability for each of their instances at https://status.salesforce.com. In the event of an extended outage, periodic updates are provided in near real time to customers via the trust.salesforce.com dashboard site and in addition, service notifications are provided to nominated contacts via various channels such as email.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
A valid email is required which becomes the unique username, and a password reset email is sent to this address. This ensures that the email address is valid. User is then required to set a new password with a definable structure complexity - for example, uppercase/lowercase plus a number.
Access restrictions in management interfaces and support channels
Roles may be defined against individual users allowing them access to functions and data held within the platform. The user’s profile will restrict access to data which is provided as part of a report removing any backdoor access to restricted data.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
All users are required to have a username and password to access the system with the option of adding 2 factor (token based) authentication as required. Password complexity and expiry can be configured by the customer to ensure appropriate controls are in place.

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
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Socotec
ISO/IEC 27001 accreditation date
24/09/2018
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • ISO 9001

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
Arcus are ISO27001 accredited and have internal processes that are adhered to. Arcus implement an ITILv3 approach to support delivery that integrates with our security processes. Salesforce's Information Security Management System and information security policies are based on ISO27002 best practices and ISO27001 certified. Salesforce maintain details of security processes at https://trust.salesforce.com/en/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
The way the platform has been architected means that the solution stays robust and doesn't break each time a change is made. Our upgrades won’t break your customisations for example user defined fields. Salesforce has solved a very challenging problem: providing seamless upgrades, where all customisations keep working, changes to the user experience are based on when user’s opt-in to new capabilities, and even custom code keeps working, whether it’s written by the customer or by third parties. This also includes, real-time upgrades. All users are always on the latest version of our platform because everyone gets instant upgrades.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Multiple tiers of vulnerability management. The Product Security team ensures the security of the system, consults with R&D teams and partners, and protects customer data. Cloud Security experts specialise in security research and innovative tool development. A ‘Rapid response’ team reacts to emerging threats as the last line of defence.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Records all login attempts: originating IP address, time and success/fail against each user account. Information can be extracted for analysis against organisational policies. Configurable settings: enforce logins from an approved IP range and/or at certain times of day, maximum session length and automatic account locking after x failed login attempts.
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
Standard incident management ensures that all recorded incidents are triaged and routed to the appropriate resolver groups and, where necessary, escalated. In specific cases it may be necessary to escalate incidents directly to the provider. We have a standard hand off process to ensure that end-to-end communication is maintained.

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
No

Pricing

Price
£95 per licence per month
Discount for educational organisations
No
Free trial available
No

Service documents

Return to top ↑