Jacobs U.K. Limited

Shotl Demand Responsive Travel (DRT) App and Associated Services for Urban Areas

DRT platform, passenger-facing application and supervisors’ dashboard for minibus services in urban areas. The Shotl app enables Local Authorities and transport operators to digitalise Dial-a-Ride, home-to-school, non-emergency hospital transport and similar operations. Additional services include DRT feasibility study, analytics, platform set-up, training and general support to DRT projects.


  • Proprietary algorithm groups and allocates passengers to a moving vehicle
  • Dynamic route optimisation
  • Journeys booked on demand or pre-booked
  • Hybrid DRT–scheduled service during peaks and on-demand during off-peak
  • Passengers can check in real-time the progress of their driver
  • Supervisors can monitor the service in real-time through dashboard
  • App can white labelled or marketed as Shotl
  • In-app payment function available
  • Fully hosted web service and centrally stored data on cloud
  • Users provide feedback through in-app customisable form


  • Boost ridership for public, community and assisted transport services
  • Operational cost savings, less downtime and ‘empty’ mileage
  • Improve service frequency and availability of public transport
  • Utilisation of spare capacity
  • Enables trips not currently made
  • Inclusive mobility: passenger and community focused service
  • Accessibility improvements: corner-to-corner mobility
  • Automated reporting, data-driven planning and operations
  • Reduces congestion and parking pressure
  • Configurable, adaptable and scalable database


£30000 to £1250000 per unit

Service documents

G-Cloud 11


Jacobs U.K. Limited

Simon Jackson



Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Shotl app is not available for Windows phones. During upgrades and planned maintenance, the service might not be available for a few minutes. Platform users will be notified beforehand of any planned disruptions to service.
System requirements
  • Minimum 9.0 iOS operating system
  • Minimum 4.3 Android operating system
  • Shotl dashboard can be accessed through any browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 48hours to respond to enquiries from DRT platform owner (buyer). End-users (passengers) submit enquiries through the app, that the platform owner can access and respond directly.
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 On-site support will vary according to client's requirements.
Training of drivers, dashboard users and other stakeholders on how to use the app can be done on-site or remotely. On-site provision of Technical Account Manager and Product Manager, if required.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We first use any available data, and after consulting with the client, we design the initial DRT service. Before the launch we would train (onsite/remotely) all stakeholders (drivers, operator, dashboard users, passengers). We would also produce marketing materials (leaflets & videos) to accompany the launch and we offer on-site assistance during the first days of operation. After a few weeks of operation, the Shotl platform will make suggestions for further optimisation of service.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Videos (streaming)
End-of-contract data extraction We provide a weekly/monthly report capturing various KPIs. At the end of contract, an overall report will be issued covering the duration of the contract. Data generated by the Shotl platform can be downloaded at any time.
End-of-contract process An end-of contract report will be issued. At the end of the DRT operations, the platform will cease to operate and log in credentials will be revoked. End-users will also be notified by an in-app message that the DRT operations have ceased.

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
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The Shotl DRT service is only available through iOS and Android apps. There is no desktop or Windows Phone version of the app.
Service interface Yes
Description of service interface The app interface allows users to choose a pick-up and drop-off location on a dynamic map. The app connects the user with a moving vehicle and users can pay for their journey through the app.
Accessibility standards None or don’t know
Description of accessibility On the Shotl app, users can zoom in/out of the dynamic map. Any end-user (passenger) with accessibility requirements can use the minibus operators' telephone line to phone in, create a Shotl account and book their journey. Our service is particularly suited to the deaf community because users can book a journey with no outside assistance.
Accessibility testing We are currently testing voice/speech recognition to assist the app user, with the view to integrate this into the Shotl app.
Customisation available Yes
Description of customisation App can be white labeled and branded according to buyers requirements. Shotl platform buyers can define and customise new routes on the dashboard within minutes. Virtual stops and other basic parameters of the service (e.g. hours of operation and language) can also be customised. End users (passengers) cannot customise the app, but they receive a personalised travel service.


Independence of resources We have a technical architecture that ensures scalability on the cloud (microservices, through the dynamic allocation of servers) .


Service usage metrics Yes
Metrics types Metrics on the level of demand, vehicle/driver utilisation, vehicle occupancy, trip characteristics (origin/destination, time). Reporting on bespoke KPIs can be explored with the buyer before platform set up.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Shotl Transportation SL platform and app

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest 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 Platform users can receive raw data and reports on a weekly basis via email, or extract data on-demand through the dashboard. End users (e.g. passengers) cannot export their data directly from the Shotl app.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats GIS

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability SLAs are agreed with the client at the contract stage.
Approach to resilience Available on request
Outage reporting App users (passengers) will be notified through the app that the DRT service is not available. Platform (dashboard) and app users can also be notified by email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Only pre-agreed and authorised users can access the opearational dashboard. The Shotl dashboard is an admin interface accessed by authorised driver/operations supervisors, that enables full control of user and drivers, access user rights (e.g. ability to edit or delete). User access can be locked upon request by the client.
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 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

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 Security can be customised and designed around platform and end-user requirements; Shotl app and dashboard have been designed to satisfy GDPR requirements.
The leadership and management of Jacobs and Shotl are totally committed to achieving this goal through total Security Management, ensuring compliance with UK Government requirements and any specific Contract requirements outlined in Security Aspects Letters.
Information security policies and processes Jacobs offer integrated and truly secure enterprise-capable solutions that span the cybersecurity lifecycle. We are a market leader in cyber security offering the full breadth of security services. Our services are engineered to align with the cybersecurity standards of our clients and market regulations.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach When a change is required/requested it is reviewed by the Product and Technical Managers before being sent to the development team for implementation. Changes are reviewed and tested for their impact to existing configuration, how they might affect users and potential security implications.
Vulnerability management type Undisclosed
Vulnerability management approach Depending on severity, security patches and hot-fixes are rolled out to live systems as required. If a serious vulnerability is found a patch would be implemented as soon as possible.
Protective monitoring type Undisclosed
Protective monitoring approach Penetration testing is routinely carried out against our systems. Any findings are reviewed and addressed by the Shotl technical team.
Incident management type Undisclosed
Incident management approach In the event of a disruption or incident, the Jacobs Shotl support team will often be the first point of contact. They will go through a pre-defined check list and determine if they can resolve the issue, if not they will contact the Shotl technical support team to follow up with the user. For a serious issue, such as a prolonged service disruption the Shotl recovery plan will come in effect. After the incident is resolved a downtime post-mortem will be carried out to establish the exact cause and what can be done in future to avoid a repeat situation.

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


Price £30000 to £1250000 per unit
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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