Target Group

Customer Administration

Our modular system functionality, coupled with our extensive market knowledge, experienced front and back-office teams, multi-product and asset-class capabilities, and group digital transformation insight, position us as Financial Services experts in end-to-end customer administration. Our solutions can be deployed as software-as-a-service, a managed service, or a business process outsourcing engagement.


  • Extensive full-lifecycle customer administration experience and expertise
  • Originations, account management, collections/recoveries, payments processing, complaints, analytics
  • Financial management including account reconciliation, regulatory reporting and MI
  • Modular system functionality for optional deployments dependent on client requirements
  • Compliance expertise, quality control and assurance, and regulatory development services
  • Digital transformation capabilities including proven self-service customer account management
  • Data analytics, customer insight, and management information
  • Interfaces and interactions with third-party solutions
  • Systems accredited to ISO27001:2013 and Cyber Essentials Plus


  • Proven and trusted technical and operational capability and expertise
  • Single customer view capability enhances user experience and customer satisfaction
  • Flexible solution and strategic communication increases customer engagement
  • Multiple contact channels and payment options, ensures performance objectives achieved
  • Costs efficiencies through automation reducing requirement for manual invention
  • Trusted partnerial approach, experience in upholding a client’s brand
  • Operate as an extension of our client, seamless customer experience
  • Continuous improvement through digital transformation drives operational efficiency and benefits


£700 to £1,200 a licence a month

Service documents

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G-Cloud 12

Service ID

8 4 2 7 0 4 1 4 9 4 2 5 3 0 2


Target Group Solutions Team
Telephone: 0845 650 6200

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
No constraints
System requirements
Client to ensure correct browser is in use.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Responses are provided within individual SLAs agreed with the client.
User can manage status and priority of support tickets
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Where web chat is required we will work with the client to determine which standards must be met.
Web chat accessibility testing
Undertaken on a client by client basis, depending upon their requirements.
Onsite support
Yes, at extra cost
Support levels
Target offer a 24/7 IT Service Desk as standard and are able to provide additional, value add services such as Technical Account Manager and dedicated technical resource on a case by case basis. Target is a flexibile organisation that works with it's clients to meet their requirements and agree the most commercial mechanism.
Support available to third parties

Onboarding and offboarding

Getting started
Target’s standard training approach is to “Train the Trainer” which falls into three broad areas.
• Configuration Training deals with how to set up the system to perform as required by the client. Such configuration is typically carried out by a Business Support function at the client.

• Systems Administration Training covers items such as document, user, and interface management. Systems Administration is likely to be carried out by IT staff. As hosted service (IT Managed Service) option will minimise the requirement for Systems Administration.

• User Training covers all the operational functions of the systems. In general, our clients prefer to follow the “Train the Trainer” model, rather than have Target train all their users. This approach allows clients to tailor their training to their own particular business processes.

Training costs are typically built in to the solution pricing.
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Word
  • Excel
  • Powerpoint
End-of-contract data extraction
We have a formal process in place for data extraction at the end of a contract which includes data migration, project management, legal requirements (eg GDPR requirements)
End-of-contract process
The provision of data in Target's prescribed format to the client / new 3rd party acting on behalf of the client is included within the price of the contract.

In addition, any decommissioning of data, and associated hardware infrastructure would take place at the agreed time and is included within the price of the contract.

Any requirement for additional services from Target such as Legal, Commercial, Project Management, extraction of data in a non-standard format and provision of guidance in relation to the extracted data would be agreed when Target is made aware of the desire to move the portfolio data to another supplier. Target would look to recover the cost of these additional services.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
Our service has been deployed to be device agnostic for applicable functionality.
Service interface
Description of service interface
The Service Interface is a unified desktop that provides a single point of access to mission critical applications. It has the ability to produce a single customer view across multiple applications which reduces risk and increases productivity.
The presentation layer is highly configurable, providing configuration options for fields, tables, buttons, pop-ups, entity search, third party product links, and database connectivity. The presentation and permissions can be tailored by job role, allowing the look and feel to be tailored to the role of the user.
Accessibility standards
None or don’t know
Description of accessibility
Conducted through private VPN.
Accessibility testing
Undertaken on a client by client basis, depending upon their requirements.
What users can and can't do using the API
Target have some standard API's to allow access to some standard features. The majority of Target's clients are be spoke and therefore any API's that are developed are be spoke.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Depending on customer requirements, we can customise our software and hosting to meet their needs


Independence of resources
Each client will have an individual, dedicated environment


Service usage metrics
Metrics types
Each client receives a Monthly Service Report including these metrics:
• Items for Management Attention (Successes, Risks, Issues, Improvements, Looking Ahead)
• Service Performance:
Service Desk statistics,
o Overview of Calls Closed
o Current Outstanding Calls
o Open Problems
o Priority Incidents
o Major Incident Reports
o Help Desk Availability
o System Response
o Software Version Control
o Security Patch Update
o System Performance (Daytime/EOP)
• Projects, Programmes, Change Control
• Client Satisfaction
• Financial Information
o Monthly invoicing
o Service credits
o Quotes awaiting acceptance
o Frame agreement
o Aged debt
• Weekly Call Reports
• Monthly Security Report
Reporting types
Regular reports


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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 CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
We agree an approach with the client for export of their data which meets their requirements. Three main methods include: i) by secure FTP, ii) encrypted disc, iii) encrypted mail
Data export formats
  • CSV
  • ODF
  • Other
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Word
  • Excel
  • Powerpoint

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We provide 99.5% availability, which is our general SLA. However, we will meet customer requirements should these differ.
Approach to resilience
Target has dual-resilient data centre. Further information can be made available upon request.
Outage reporting
We provide email alerts to inform customers of any service outages.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
We adopt a privelege based management approach for all access to all interfaces.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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
At least 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
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
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Applications, design, development, testing, deployment and operation are not part of our current ISO 27001 scope
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
Nettitude Ltd
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Corporate Sales, Professional Consulting Services
Other security certifications
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
The Group Compliance Director holds executive responsibility for Information Security at Target, includes reporting on Information Security topics and issues to the Management Risk Committee (MRC), Executive Committee (ExCo) and the Board.
The CISO is responsible for:

• Developing and delivering Target’s Information Security strategy and policies
• Ensuring and ratifying that agreed security controls are in place and effective
• Managing Information Security audits (external, client and internal)
• Ensuring good awareness of Information Security issues across Target
• Maintaining IT related risks and escalating to the appropriate risk committee
• Reporting on Information Security topics and issues to the Chief Security Officer
• Assisting on presenting Information Security topics and issues to the ExCo, MRC and the Board

The Information Security team is led by the CISO and consists of Information Security specialists and contribute to the delivery of Target’s Information Security practices, as directed by the CISO.

All Information Security incidents, are reported to Risk in accordance with the Breach and Event Management Process.

In the case of personal data breaches, this includes recommending to Target’s DPO if it should be reported to the relevant authorities). All communication and contact with any regulatory is conducted through Compliance.

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
All Change is managed through a formal Change Management procedure. Changes are assessed for impact by a number of approvers including the Information Security Manager.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Target are a member of CISP. Target deploys an anti-virus solution across all its platforms. Target useds an Intrusion Protection System. Target uses HEAT for the deployment of patches within 30 days of release (unless critical, and we will then implement as quickly as possible).
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Target has Intrusion Protection systems in place as part of its firewall suite. We have various alerting systems in place as part of the above, so that we are made aware if an incident occurs. We respond to incidents through our 24/7 Command Centre. This is support by On-Call support. Incidents are responded to based on the threat perception.
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
We have an Incident Management process in place which is deployed across the business. An Incident Manager is in situe who manages all incidents as and when they occur. All incidents are recorded within our system and a report is generated from that system.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Connected networks
Public Services Network (PSN)


£700 to £1,200 a licence a month
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.