Capita Business Services Limited

Capita ePayment Touch Tone

ePayment Touch Tone (DTMF automated telephone payments) supports self-service payments by debit or credit card using the telephone keypad.


  • Supports payment by debit/ credit card over telephone.
  • Recording of the Organisation’s own initial welcome message.
  • Guidance is provided using pre-recorded prompts.
  • Up to five standard funds/ services can be paid for.
  • Capture of customer payment reference.
  • Card validation using Card Security Code.
  • Refunds and reporting available for the Organisation’s authorised employees.


  • Automated self-service option available 24/7 by phone.
  • Hosted in a PCI DSS data centre, removing PCI implications.


£0.10 per transaction

Service documents

G-Cloud 11


Capita Business Services Limited

Capita Business Services Ltd


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Scheduled maintenance is carried out in the early morning of the third Sunday in every month. Reminders are communicated to key customer contacts in advance – this allows us to apply key routine security patch updates to our managed infrastructure. We also apply software upgrades from time to time – again these are communicated well in advance and carried out at times when there is little demand on the service.
System requirements A mobile phone or landline.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Capita has a dedicated help desk which is able to answer many queries immediately over the telephone and is available Mon-Fri from 08:00 to 18:00, excluding English public holidays. Issues are prioritised and target times for resolution take into account the severity. We do not provide a manned help desk at weekends.
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 Yes, at extra cost
Support levels Priorities have target times for response – High 4 Hours, Medium 24 Hours, Low 4 working days. There is no variation in support levels – all customers get the same. The help desk has access to personnel with the requisite technical and cloud expertise.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started For all those services that are used by customer employees we provide on-site training – this is typically delivered on a train-the-trainer basis where we train selected personnel who then cascade the information on to appropriate colleagues. This can be delivered either on-site or via a webinar. We also provide User Guides. For services accessed directly by members of the public, formal training would be impractical, although the user interface is very straightforward and easily understood.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Depending on the data required, authorised users would be able to export in file format, we can assist with this if required. Details such as credit/ debit card details cannot be made available.
End-of-contract process Access to existing services would be blocked for applicable organisations on termination of contract. No specific charge is applied for such offboarding.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is no difference in the service between mobile and desktop.
Accessibility standards None or don’t know
Description of accessibility Accessible by users for self-service payments through automated telephone – landline or mobile.
Accessibility testing None to date- although we are happy to consider for any appropriate technology on request.
Customisation available Yes
Description of customisation Customers can define a variety of features – such as, funds/ services that can be paid for/ methods of payment and account validation rules. Buyers can also record their own voice prompts. These changes need to be configured by Capita.


Independence of resources The way we present our service is multi-tenanted; as such other customers and users are using the same infrastructure. We constantly monitor usage levels and predict trends, and are well-placed to identify and react to any unexpected peak in service.


Service usage metrics Yes
Metrics types A Monthly Availability Report is provided on request to customers reporting on the availability % of the services they use. Availability is calculated based upon the number of minutes available in a month minus any downtime experienced and converted into a %.
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 No
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
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach Physical access control complies with PCI standards. We do not encrypt all data, only specific data (largely for PCI) such as the PAN, also for some emails and names.
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 Application can be customised to export data to feed external systems and these can be run as a scheduled process.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks All connections into our service are by public internet using TLS1.2 in line with PCI guidelines.
Data protection within supplier network Other
Other protection within supplier network Applications in the DMZ pass data over SQL direct connections and HTTPS to the authorisation service and the SQL server. We protect the data by ensuring that this traffic is only internal to the network and not externally accessible or transmitted; our internal PCI network is ‘ring fenced’ from all other users’ network traffic.

Availability and resilience

Availability and resilience
Guaranteed availability Our availability target is 99.5% as a 3-month rolling target, excluding planned maintenance windows, as are communicated in advance. We do not offer service credits or subscribe to any penalties as part of our standard service offering.
Approach to resilience Service is resilient within our twin data centres, using an Active / Passive approach. Failure of a data centre would result in invocation of a formalised Disaster Recovery Plan.
Outage reporting Emails are the primary form of communication, a dashboard is also available.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels The management interface is not that extensive, as it consists purely of routines to upload balance files and download end-of-day payment files for reconciliation purposes.
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 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 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 Yes
Who accredited the ISO/IEC 27001 BSI.
ISO/IEC 27001 accreditation date 23/08/2018
What the ISO/IEC 27001 doesn’t cover We are confident that in order to have achieved certification we have had to clearly demonstrate that all applicable areas are suitably addressed.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Nettitude.
PCI DSS accreditation date 05/12/2018.
What the PCI DSS doesn’t cover The rigorous demands of a PCI DSS certification demonstrate that all aspects around card handling and security are seen to be compliant.
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards PCI DSS.
Information security policies and processes Capita conforms to group information security policies at high level and divisional information security managers cascade group changes down to sites. There are also local site information security policies and the security officer on-site ensures policies are followed.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes and additions to infrastructure or any release component are captured down to component/ version level via a mature change management process within which changes are recorded via electronic request for change submissions. This process incorporates full business stakeholder sign-off via a CAB (Change Advisory Board) which includes full impact and risk assessment with emphasis on security.
Vulnerability management type Undisclosed
Vulnerability management approach We consistently meet the stringent demands that are dictated by the PCI DSS annual assessment and in doing so must be able to demonstrate our position as to how we ensure that we have the rigid policies in place to manage assessment of threats, deployment of patches and obtaining information about potential threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Potential compromises are identified from a layered approach of Intrusion Prevention Systems (IPS), firewall alerting, centralised logging and system performance monitoring. A security incident response plan is in place to respond to a potential compromise. Any incident, whether it be security or impact of service related, is acted upon as soon as it is discovered. There is a 24/7 employee alerting process.
Incident management type Undisclosed
Incident management approach We have an internal process that is designed to cover common events, including escalation, communication and resolution management.

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 £0.10 per transaction
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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