Blackburn IT Services Ltd

Love Clean Streets

Love Clean Streets enables your citizens, your partners and your operatives to report issues easily and quickly via a branded mobile app and website. The service can be easily and dynamically configured to support any sort of category of report and to push location specific information to users.


  • Cloud-based, smartphone technology and websites.
  • iPhone and Android mobile app with your branding included
  • Location detection and photographic evidence captured automatically via the apps.
  • Fully configurable reporting categories.
  • Customised notifications.
  • Simple administration via a web based admin panel.
  • Full integration into existing CRMs available.
  • Automatic routing of reports based on type of report/location
  • Push messaging and notifications via Love Local Info
  • Adaptable for use in housing, local councils and others


  • Manage reports quickly and efficiently.
  • Engage citizens with easy-to-use reporting technology.
  • Simplify workflow and reduce costs.
  • Increase resident satisfaction.
  • Integrate into existing systems to minimise dual-handling.
  • Lower transaction and casework costs.
  • Reduce pre-inspection requirements.
  • Increase trade waste income.
  • Reduce missed bin costs.
  • Also configurable for housing teams and directorates


£500 to £50000 per licence per year

Service documents


G-Cloud 11

Service ID

7 7 1 5 3 1 2 7 6 7 7 2 2 6 2


Blackburn IT Services Ltd

Ian Blackburn

0203 126 4885

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints No.
System requirements
  • Modern browser and internet connection.
  • For mobile apps modern iPhone, Android or Windows Phone.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Level 1 (total loss of system) - 30 mins response server, 4hrs Mobile
Level 2 (partial loss of system) - 2 hr Response server, 24hrs Mobile
Level 3 (Minor functionality unavailable) - 4 hr response server, 2 days Mobile
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AAA
Web chat accessibility testing None, user third party system who provide this testing.
Onsite support Yes, at extra cost
Support levels Support via email or website is available Monday to Friday, during normal business hours of 09:00 until 17:00 (excepting UK bank holidays).

Support is included within the price of the service.

bbits will use best endeavours and aim to resolve ALL support problems within four Business Hours from notification.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online training and user documentation is provided when onboarding.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be extracted as a csv or odata download.
End-of-contract process Offboarding such as de-listing apps, closing down websites and removing access to the service is included. Users are free to download their data at any point prior to the end of the contract. At the end of the contract an additional single download of data will be provided free of charge on request.

Subsequent downloads (if required) may be chargeable but authorities will still be able to manage new reports (though not customise the service) via a single log on as part of our free service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The central administration panel used for configuring the system and managing reports is only supported on the desktop.

The customer-branded website used for viewing and making reports can be used on either a desktop or mobile device.

The customer-branded mobile phone apps used to view, make and manage reports are designed for use on ios, Android and Windows Phone.
Service interface No
What users can and can't do using the API Users can access and submit reports via the API.

Full access to the API to view and manage reports which have not been approved for public display is only available via an API key, which can only be issued by bbits.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Buyers can customise the service primarily in terms of:

Branding: The apps and website can be branded to their corporate requirements.

Categories: Buyers can define what reporting categories they wish to present to both the public, and if they wish show different or additional categories to employees or commercial partners.

Notifications: Buyers can control notifications in terms of the information shown within emails and push notifications to reporters.

Automatic routing: Buyers can choose how to route reports based on category or location.

Integration into back-office. Buyers can link services into back-office systems with two-way integration and customise fields and data.

Geo-layers: can be customised to provide specialised routing of reports based on location.

Push Messaging: location-based information and push messaging can be sent directly to citizens via "Love Local Info" feature


Independence of resources The service is provided via fully scalable instances provided on Microsoft's Azure platform.


Service usage metrics Yes
Metrics types Report volumes
Report types
User volumes
Reporting types Real-time dashboards


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
  • European Economic Area (EEA)
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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Via csv and odata extracts.
Data export formats
  • CSV
  • Other
Other data export formats Microsoft Excel
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Other encryption.

Availability and resilience

Availability and resilience
Guaranteed availability SLA for availability is 99.95% as measured over one month.
Approach to resilience Our hosting environment is Microsoft Azure, we follow best practice for hosting resilience as outlined in
Outage reporting A outage dashboard is available to buyers, and significant outages are always reported via email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Via username and password controls.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information You control when users can access 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 No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Security governance is maintained via the following procedures:
Access control
Risk Assessment & Analysis
Data Protection policies
Information security policies and processes The Quality & Support manager is responsible for maintaining and monitoring bbits information security policy.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Formal release, change request and change management processes supported using automated and manual testing procedures.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are highlighted using PEN testing and other internal testing procedures and reviews.

Depending on severity, patches can be deployed rapidly, within hours if necessary.

Our cloud supplier, Microsoft Azure also conducts vulnerability assessments on all of our VMs and highlights and recommends solutions.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our hosting provider, Microsoft Azure constantly monitors the platform for threats and compromises to the hosting infrastructure. We're notified of any issues as they are identified if action by us is required.

We assess the threat and respond appropriately to any potential compromises depending on their severity. Response times relate to the severity assessment.
Incident management type Supplier-defined controls
Incident management approach Pre-defined processes are in place for major incidents such as large-scale outages in order to enable maximum service availability and maintenance of SLAs.

Users can report incidents into our support service via website or direct email.

We provide incident reports and alerts via email, website and social media feeds.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £500 to £50000 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial * Use our apps in test mode against test servers and submit reports
* Full admin panel access
* Manage and configure service
* Update categories, extra questions, and notifications
* Configure & Use Love Local Info
* See where integration mappings would be made
* 4 week trial
Link to free trial

Service documents

Return to top ↑