Scheduling and management of demand responsive passenger transport services.
Used by Local Authorities, DRT Operators, Community Transport Schemes and Volunteer Car Schemes of all sizes.
- Comprehensive database profiles for Customers, Landmarks, Vehicles, Drivers & Staff
- Automated scheduling of Individuals, Groups and Many-to-One Trips
- Graphical and list views of scheduled trips with management functionality
- Drag and Drop trips between Vehicles or Drivers
- Integrated mapping system for calculation and display of scheduled routes
- Comprehensive Fare Templates separately configurable for each transport service
- Invoices generated by system or exportable to finance system
- Comprehensive reports library for output to PDF, Word or Excel
- Central Alerts system to show all forthcoming expiry dates
- MS Word template-based communications by email or printed letter
- Efficient scheduling of trips to vehicles
- Maximise utilisation of vehicle fleet
- Efficient communication with Customers, Groups and Drivers
£8500 per instance
Data Images Software Solutions Ltd
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
During core hours of 09:00 - 17:00 Mon - Fri , max 2 hour response.
Online tickets are automatically emailed to Support, Development and Management staff.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
First line support is provided using an online ticketing system built-in to the application.
New tickets raised in the system are alerted to all support and development staff and the technical account manager via email. Tickets can be raised at any time 24/7/365 and will be responded to as soon as possible on the next working day if raised outside of core hours.
Telephone support is provided on request through the support ticket.
User support is provided to all trained staff. Support for non-trained users is to be channelled through trained users.
|Support available to third parties||No|
Onboarding and offboarding
Onsite training is provisioned within the offering.
Online, searchable user documentation is also available in the system.
|End-of-contract data extraction||User data will be provided in Excel format at the end of the contract on request.|
|End-of-contract process||Contract price includes the provision of exported data in Excel file format on request.|
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||The front end login process has been designed to work on mobile devices. The scheduler's main system interface can be used on mobile devices but hasn't specifically been designed for this. However various other interfaces such as those for Customers and Drivers have been developed as Mobile Apps and the transport providers interface is mobile friendly.|
|Description of customisation||Bespoke development for system customisations can be requested by the buyer. The level of customisation and the development required is assessed and on the basis of benefits to the overall system, development costs may be discounted.|
|Independence of resources||
Multiple dedicated servers are used with segregation between booking and scheduling and the generation of reports across multiple database servers. This prevents user demand for reports from affecting the booking and scheduling functionality.
All demand levels are closely monitored using a sophisticated APM system to alert support and development staff of any heavy system load.
|Service usage metrics||Yes|
|Metrics types||Library of over 300 pre-configured Crystal Reports|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|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 once a year|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|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||Customer and scheduled trips data can be exported from the system views into Excel file format. The scope of the data exported can optionally be based on filters entered into search criteria in the view.|
|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
The Supplier will monitor system uptime as reported by the APM system on a weekly basis to ensure system availability during core hours of at least 99.9%
The standard availability SLA for Flexiroute is 99.9% for daily service hours of 06:00 – 22:00 on Monday to Friday (excluding bank holidays) and 99.5% for non-core service hours. Alternative SLAs can be agreed following dialogue with customers
Typical severity levels for system issues are given below:
Level 1 - Critical - Live System Down. The system issue affects all users.
Level 2 - Major - System issue affecting a significant number of users, or a critical system function.
Level 3 - Minor - System issue affecting a small number of users.
Level 4 - Trivial - Non-essential system function affecting a small number of users
Response Times (Core Hours 09:00 – 17:00 Mon-Fri Excl. Bank Holidays)
Level 1 - Critical - 1 Hour Response - 4 Hours Fix
Level 2 - Major - 2 Hours Response - 8 Hours Fix
Level 3 - Minor - 4 Hours Response - 2 Days Fix
Level 4 - Trivial - 8 Hours Response - 5 Days Fix
|Approach to resilience||
Historical reporting from the APM system shows that over the last 12 months system uptime has been 99.98% including planned outages.
All planned outages are scheduled outside of normal core hours.
|Outage reporting||System outages or deviation from normal response times beyond preset thresholds are constantly monitored by the APM system and email alerts are sent to support and development staff and senior management.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
Users enter a 4-digit PIN that identifies their system. They then enter a validated email address as their username and a validated secure password. The lifetime of users passwords can be set in the system to prompt for new passwords to be entered and saved.
System access can optionally be set to be restricted to be from within the buyers local network domain. Local and remote users (via VPN) must therefore login to their network domain before they can login to the system. Login attempts from IP address ranges other than those configured in the system will be denied access.
|Access restrictions in management interfaces and support channels||Access to management interfaces and support channels is restricted to be from within the suppliers local network domain.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||Supplier defined security policies in place which are scheduled to be audited for ISO 27001 certification within the next six months.|
|Information security policies and processes||Supplier defined security policies in place which are scheduled to be audited for ISO 27001 certification within the next six months.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Supplier defined configuration and change management policies in place which are scheduled to be audited for ISO 27001 certification within the next six months.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Supplier defined vulnerability management policies in place which are scheduled to be audited for ISO 27001 certification within the next six months.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Supplier defined protective monitoring policies in place which are scheduled to be audited for ISO 27001 certification within the next six months.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Supplier defined incident management policies in place which are scheduled to be audited for ISO 27001 certification within the next six months.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£8500 per instance|
|Discount for educational organisations||No|
|Free trial available||No|