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.

Features

  • Extensive full-lifecycle customer administration experience
  • Originations, account management, collections/recoveries, payments, complaints, data analysis
  • Financial management including account reconciliation, regulatory reporting and MI
  • Modular system functionality for optional deployments dependent on client requirements
  • Compliance : quality control & 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

Benefits

  • 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

Pricing

£700 to £1200 per user per month

Service documents

Framework

G-Cloud 11

Service ID

9 0 2 4 7 4 3 8 2 0 2 0 2 2 7

Contact

Target Group

Solutions Team

0845 650 6200

bid@targetgroup.com

Service scope

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

User support

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 No
Phone support Yes
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 Our web chat solution is device agnostic and usable through a multitude of web browsers. We would seek to engage further with a potential client to discuss their technical requirements in more detail and design a solution that meets their expectations
Web chat accessibility testing N/A
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.
Support available to third parties Yes

Onboarding and offboarding

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 Yes
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

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+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service N/A
Service interface Yes
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 We engage with respective 3rd party suppliers for assistive support for customers
API Yes
What users can and can't do using the API Connection to third parties via a SaaS component
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Depends on customer requirements.

Scaling

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

Analytics

Analytics
Service usage metrics Yes
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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

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 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 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 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

Data-in-transit protection

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

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

Identity and authentication
User authentication needed Yes
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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 06/04/2006
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification NTT Security Ltd
PCI DSS accreditation date 12/09/16
What the PCI DSS doesn’t cover Corporate Sales, Professional Consulting Services
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Steve Wright, our Business Change Director is the appointed Chief Information Security Officer. Neil Cordell is the appointed Information Security Officer. We maintain a policy and process suite to comply with the requirements of ISO 27001; 2003.

Operational security

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

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

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

Pricing

Pricing
Price £700 to £1200 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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