Redfern connect people with straightforward business travel technologies and friendly experts ensuring our customers can book simply; travel soundly, and save money. Our end-to-end solution uses automation to make booking door to door business travel easy. Comprehensive data provides travel spend insight, consolidated billing and employee track and trace
- Online self-booking travel tool
- Book rail, accommodation, flights and onward travel services
- Total cost of trip analysis
- Real time Management Information reporting
- Automated pre authorisation and approval functions
- Travel policy controls
- Offline 24 Hour / Emergency Support
- Traveller Tracking
- Full bill back service
- Data Security certified to ISO27001, Cyber Essentials Plus, HMG “OFFICIAL”.
- Control out of policy spend
- Automate your internal processes
- Control your travel spend
- Tailor your policy settings to individual travellers
- Reduced cost and time to administer travel booking
- Improved authorisation timescales and increased efficiency
- Reduce number of personal expense claims
- Reduce spend on travel
- Encourage smarter buying behaviours
- Personal and company information is secure
£1 to £12 per unit
- Free trial available
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
There are no constraints associated with accessing our online booking tool, tRIPS®
tRIPS® is accessible on the most up to date versions of popular browsers and operating systems. It is compatible with all web browsers including Firefox, Google Chrome and Safari and all IOS platforms.
tRIPS® is also compatible with a range of assistive technologies to ensure that it is fully accessible to all individual users across our client base. Our system is compatible with Zoomtext Magnifier, Lunar and Read and Write, Gold, JAWS, Dragon and Supernova.
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Email or online ticketing support /enquiries will be acknowledgement immediately, and will be responded to within 4 hours.
For assistance on a weekend, we would recommend contacting our out of hours team by telephone. They are available 24/7/365, and are on hand to help with urgent enquiries.
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||
Web chat enables users to interact with Redfern via their PC. Web chat is accessed via a "pop up" window and users can request support with making / cancelling bookings, route / hotel recommendations etc
Any booking / cancellation confirmations will then be sent to the user via email.
|Web chat accessibility testing||We are currently looking at developing our web chat facility in order for it to accessible to assistive technology users|
|Onsite support||Onsite support|
Redfern’s success is a result of the top notch service our account managers, travel consultants, admin team, and IT gurus provide beautifully packaged with superior online booking capability delivered through tRIPS® . We provide the following support:
Technical Support: We have a team of 8 technical support staff who deal with general user interface queries inc: profile admin, search help, and error messages. You can either contact them by telephone, email or by using our feedback hub.
Business Support Unit: BSU will provide a basic support function via telephone or email. Support includes: Creating your account on tRIPS®, booking queries, configure travel policies, MI production, translating travel lingo,updating traveller profiles, provide advice to bookers and travellers.
Full Account Management (approx. 2 days per month):
Setting up and managing implementation including training
Monitoring performance against targets & KPIs
Negotiating improved deals, fares and rates
Implementing Traveller Tracking
Attending regular customer reviews
o MI automatically produced via ROMIS
o Recommendations on potential savings opportunities
o Recommendations on changing buying behaviours,
o Suggested policy modifications
o Complaints/ Compliments / Suggestions
o Invoicing arrangements / queries
All support is provided completely free of charge.
|Support available to third parties||Yes|
Onboarding and offboarding
Our Training Programme is where we start to make tRIPS® come to life for our customers, and how we make sure you get the very best out of our booking tool. We offer a variety of different training programs to suit your needs, and you can chose from any of the following.
Online training using embedded guides in tRIPS®
Online training via “webex” video calls / Online video-based training which users can complete at their own pace and convenience
Face to Face classroom training onsite at client offices / Redfern Offices / mutually convenient location
Training sessions will cover the following topics:
Overview of the new contract and our online booking tool tRIPS®
How to search /make a booking / amend / cancel etc. creating a profile, updating profiles etc
How to make an offline booking
Understanding your travel policy
How to contact us if you have a problem
Live tRIPS® demonstration
We also provide complete hard copy user guides bespoke to your system requirements and set up should they be required
|End-of-contract data extraction||
Upon contract expiration, there are two options for users to extract their data.
Self Service – Users can extract / download data in CSV format securely via tRIPS. This data can then be saved to your network and manipulated as required. This includes data from traveller profiles, and booking information.
Securely packaged and encrypted by Redfern - We can extract the data on your behalf and either send to you electronically via email (all information will be encrypted to guarantee security), or via flash drive / hard drive, again with all information been encrypted to guarantee security.
Dependent on the level of information required, this may incur additional charges.
Exit strategies are discussed with our clients upon implementation, and a full risk assessment is produced detailing all of the processes and procedures that will need to be considered as part of the exit strategy. Elements of our exit strategy vary from client to client but broadly incorporate the following:
Deletion of user profiles, travel policy and deactivation of tRIPS®
Final Date for invoicing / MI
Cancellation of Barclaycard tracker
Removal of onsite printers
This is all included in the price of the contract and no additional charges would be incurred.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
TRIPS provides a consistent user experience across PC, tablet and mobile desktop, offering identical functionality, and look and feel, regardless of the platform.
We also have a version specifically designed for mobile phones that allows the end user to retrieve previously booked baskets and to book taxis. The baskets include confirmation details, hotel maps etc. and whilst booking capability is currently restricted to taxis other products are scheduled for release in the next 12 months. This mobile version can be easily downloaded and stored on your device home page for quick and easy access.
|Accessibility standards||None or don’t know|
|Description of accessibility||We aim to achieve overall compliance with the Web Accessibility Initiative’s (WAI) guidelines.|
|Accessibility testing||We aim to achieve overall compliance with the Web Accessibility Initiative’s (WAI) guidelines.|
|Description of customisation||
Trips is a flexible piece of technology that allows you to customise a a wide range of areas including (but not limited to):
Landing Page: Once you have logged into tRIPS, your homepage will appear. Here you can add logos, information of travel policy, training guides and much more.
Traveller Profiles: These profiles allow you to customise, save and store important information about your travellers. Contact details, emergency contact details, accessibility/ dietary requirements, Seat preferences for rail / flights, cost centre number, employee number, loyalty programmes.
Travel Policy: Hierarchical access privileges in tRIPS® ensure customised levels of authorisation can be applied to certain types of booker and traveller profiles. You can choose whether to implement a single policy, hard or soft, or use both.
Confirmation Emails: Should you require any specific information to be contained within your booking confirmations, ie employee number etc we can implement this for you
Invoices: You can also customise how and when you would like to receive your invoices, along with what content that is contained within them.
The majority of this customisation will be undertaken by Redfern, but the information contained within the traveller profiles can be updated by our customers.
|Independence of resources||We use a load balanced server farm which is split across two data centres to guarantee increased demand of our service will not affect users. These servers reside in a highly resilient managed hosting service provided by a G-Cloud, and Tier 3 UK Government approved data centre in the UK, Redcentric. Redcentric are ISO certified (ISO27001 & ISO9001) and are PCI DSS accredited for Physical Hosting Services.|
|Service usage metrics||Yes|
We provide the following service usage metrics :
Bookings saved to basket
All profiles are fully auditable
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|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||Another external penetration testing organisation|
|Protecting data at rest||Encryption of all physical media|
|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||Users are able to export and download their data in CSV format to enable easy manipulation of information. We use this universal format to ensure all clients have the ability to access / export the information.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
Our position in Government space ensures a robust approach to business continuity, tightly monitored and checked to ensure we are able to provide uninterrupted service to our customers, no matter what. Our online booking tool, tRIPS® is available 24 hours a day, 7 days a week, 365 days a year, and to make sure that it is the case, our system is subject to constant monitoring. (Over the past 24 months, system downtime has not exceeded 0.5% in any one month). However, we do have a plan in case the unlikely happens, and all technology fails. We employ some very clever people who make sure tRIPS® is always available for our clients, and who ensure we minimise any potential inconveniences. This is where our ISO9001 accredited Business Continuity, and Disaster Recovery Plans come into play.
Our plan caters for system outages to ensure stability and robust service delivery. Our plans are tested every six months and are subject to third party accreditation annually. If there is a technical issue and you need to make a booking simply pick up the phone (or email) and speak to a member of our team, and we will process the booking on your behalf.
|Approach to resilience||
TRIPS® has six servers, 2 of each type, with a trio at each of the two data centres. To spread load, both Pax/Request Handlers are live whereas the Web and Database servers based at Kilburn are used for the test environment and as failover. All 6 servers have the same specification. Live servers currently run on 4/6 servers with 2 servers as cold-spare failover. When performance dictates that an additional server is required, one of these cold-spare failover servers will be moved into service and another server ordered. The infrastructure replication over the two sites means that the service could continue unless power supply, and/or internet links (which are through separate suppliers), and/or key equipment such as firewalls or core switches were simultaneously out of action.
We have 3 further servers for non-Redfern SABS Corporate customers that could be temporarily utilised for Redfern users if the need suddenly arose. These servers shall not provide backup capacity following changes planned in the near future. Nagios is used for system monitoring with some custom-written scripts to allow continual monitoring of the responsiveness of the servers.
Our position in the Central Government space ensures a robust approach to business continuity, tightly monitored and rigorously checked to ensure we are able to provide uninterrupted service to our travelling customers, no matter what. Our online booking tool, tRIPS® is available 24 hours a day, 7 days a week, 365 days a year, and to make sure that it is the case, our system is subject to constant monitoring. (Over the past 24 months, system downtime has not exceeded 0.5% in any one month). However, we do have a plan in case the unlikely happens, and all technology fails. To ensure end users are kept up to date we provide notifications of services outages via: Intelligent system announcements on tRIPS; via Social Media - our website, Blog, Twitter and Facebook; and Email.
From time to time, we also need to take tRIPS® offline for essential scheduled system maintenance and system upgrades. This takes place outside the hours of 07:30 to 20:00 Monday to Friday to ensure continuity of service. This will be communicated to all users at least 10 working days in advance via notifications in tRIPS®, and via email to all registered users.
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Management access is locked down via individual IP addresses and for authorised admin users only.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||Username or password|
Audit information for users
|Access to user activity audit information||Users receive audit information on a regular basis|
|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||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Exova BMTRADA|
|ISO/IEC 27001 accreditation date||13/11/2015|
|What the ISO/IEC 27001 doesn’t cover||All services and technology are covered under this accreditation|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||
|Other security governance standards||
Cyber Essentials Plus
|Information security policies and processes||
The security of information within Redfern is managed professionally, to appropriately high standards and complies with UK legislation and national policy and guidance.
We have an ISO27001 accredited Security Policy and ISMS in place, which ensures all our procedures guarantee the integrity of our clients data. To further comply with the provisions of our security policy and the contents of the various procedures to which it refers, we comply with, or accredited to:
ISO27001:2013 Series Standards
Cyber Essentials and Cyber Essentials Plus
HMG SPF Security Assured to OFFICIAL standard
The Data Protection Act 1998
The Computer Misuse Act 1990
Regulation of Investigatory Powers Act (RIPA) 2000
Freedom of Information Act 1998.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Changes to information processing facilities and systems are controlled in accordance with our Change Management Procedure. This involves careful management of all change requests which are documented, circulated for review, and assessed at a Change Advisory Board (CAB) meeting (in conjunction with the security working group chaired by CCS – Crown Commercial Service). Before the main CAB, a technical CAB validates approaches and implementation plans, so that the main CAB can include wider variety of stakeholders, not all of whom are necessarily technical. All changes are recorded in a formal system solution, with follow up details of implementation date/time/success.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Timely information about technical vulnerabilities of information systems used by Redfern is obtained via our central controls register, and exposure to those vulnerabilities evaluated at regular review management. Our Incident and Problem Management procedure sets out how this is managed and the measures taken to address the associated risks.
Identified vulnerabilities for Redfern assets are prioritised by complexity and priority and the High value or high risk systems are treated ahead of other systems. Patches may include but not limited to BIOS/Firmware, Operating Systems, Application, etc. Systems and Devices include but not limited to Routes, Firewalls, switches, servers, desktops, PABXs.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Protective Monitoring is in place across the infrastructure using Splunk which ensures Redfern are alerted to any potential security breaches or system access requests which could lead to potential data loss. This along with very strict firewall, web filtering and access controls means that Redfern can be confident that it has taken the necessary steps required to ensure the safety of data. Redfern adheres to GPG13 for Protective Monitoring and the solution has been approved by CESG.
Dashboards and alerts are sent to our Security Operations Centre to establish and prioritise our response.
|Incident management type||Supplier-defined controls|
|Incident management approach||All predefined processes are accredited to ISO9001 and ISO27001 (and cyber Essentials Plus). Users report incidents either via email, our feedback hub, or telephone. We will then prepare a report which identifies the number, type, category and severity of information security incidents during the preceding month, the cost of containment and recovery, and the total cost of the losses arising from each incident, and recommends (where appropriate) additional controls that might limit the frequency of information security incidents, improve the Organisation’s ability to respond, and reduce the cost of response. Incident reports will provided and discussed at monthly review meetings.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£1 to £12 per unit|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||On request we will provide a link to a trial version of tRIPS. This gives you access to the same functionality as with our live site. There are user guides on the front page of tRIPS that will help you. Access Time Period: 30 days|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|