Cashless Parking Service
Digital Marketplace
Service Definition Document
G-Cloud 13
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
2
Contact details
If you have any queries in relation to this document then please contact:
Mat Birch
Head of Business Development
mbirch@paybyphone.com
+44 (0) 7812 057 911
Bishops Court, 17A The
Broadway, Old Hatfield, AL9 5HZ
Adam Dolphin
Sales Director
adolphin@paybyphone.com
+44 (0) 7900 323 675
Bishops Court, 17A The
Broadway, Old Hatfield, AL9
5HZ
Confidentiality statement
The information contained in this document is confidential, privileged, and
only for the information of the intended recipient and may not be used,
published, or redistributed without the prior written consent of
PayByPhone.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
3
About PayByPhone
PayByPhone’ s aim is simple: simplify your journey so you can focus on
what matters most.
As a wholly owned subsidiary of Volkswagen Financial Services AG, we
are one of the fastest growing mobile payments companies in the world,
processing more than the equivalent of £520 million in payments and
more than 5 million downloads per year.
PayByPhone has circa 44 million registered users globally and processes
more than 200 million transactions per year.
Available in more than 1,200 cities across the globe, PayByPhone helps
millions of consumers easily and safely pay for parking without the
hassles of coins, queuing, or fines. For the end user each individual
PayByPhone account is a global account – they can use PayByPhone
wherever the service is available without having to re-register.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
4
PayByPhone’s growth has been strong, despite the global pandemic.
Client growth was up 20% in 2021 alone and global parking transactions
grew by 60%.
Our smart, intuitive technology is at the centre of a user-first approach,
delivered to make everything as simple as possible.
PayByPhone has plans to branch into other mobility technology spaces,
like car sharing or ride hailing applications for this service. Our plans are
focused on making the parking payment experience as seamless and
easy as possible for users.
PayByPhone UK
Available in more than 300 towns and cities across the UK and widely
available across the Capital, our clients have been growing significantly
since 2019 with over 100 new clients choosing to switch to PayByPhone.
With more than 14 million UK registered users, motorists chose to pay
and park with PayByPhone on more than 50 million occasions in 2021. A
huge increase compared to 2019 & 2020.
Every new client (without exception) has benefitted from an increase in
customers using the service, testament to the ease of use of the service.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
5
With a strong focus on B2C marketing we are ensuring more motorists are
aware of the service than ever before, benefitting our clients by securely
and safely collecting their revenues in the most efficient manner possible.
UK Coverage
As detailed above we are live across the UK, England, Wales, Scotland
and Northern Ireland.
Major UK cities, Local Authorities (>100), Rail Operators, Private
Operators and Nationwide organisations such as the National Trust.
FIGURE: EXAMPLE PAYBYPHONE CLIENTS
In 2021 every single PayByPhone client saw their customers increasingly
choose to pay with their mobile phone – decreasing their operational costs
whilst improving the parking experience for residents and visitors alike.
Across London our service is available via 17 clients including Transport
for London.
Several ‘PayByPhone Boroughs’ have transitioned to being 100%
cashless, making significant savings by removing the operational costs of
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
6
machine maintenance, cash collection (and their associated vehicle
journeys), theft, and vandalism all whilst still offering a cash option via the
PayPoint network of retail shops.
FIGURE: PAYBYPHONE ACROSS LONDON
PayByPhone Partners
Working successfully with our clients’ partners helps deliver a seamless
service to them and their customers.
PayByPhone has established relationships with the vast majority of the
UK’s biggest parking operators including: NSL, APCOA Parking, NCP &
SERCO.
Back-office system suppliers we are live and integrated with include
Imperial – Conduent – Taranto – Chipside – ZatPark and FarthestGate.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
7
The Service in a Nutshell
FIGURE: PAYBYPHONE IN A NUTSHELL
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
8
Features – Products – Services
Registration and payment – Motorists can pay for their parking using our
smartphone applications (iOS, Android, Huawei and Windows Mobile), our
mobile and desktop websites, our interactive voice response service, our
SMS service, and/or our 24x7x365 live agents.
Notably, motorists don’t have to register to pay for their parking – via our
Guest Account service.
We accept a variety of payment methods including Visa (debit/credit),
Mastercard (debit/credit), Apple Pay, Google Pay, and cash.
Platform
Average
Registration Time
(Seconds)
Average Paying
Time (Seconds)
Combined Time
(Seconds)
iOS App.
30
10
40
Android App.
30
10
40
Huawei App
30
10
40
Windows App.
30
10
40
Mobile Web.
40
10
50
Desktop Web.
60
20
80
IVR Service.
60
60
120
24x7x365 Service
60
25
85
Text (SMS) Service
20
2
22
SMS Notifications
End users can OPT IN to receive SMS messages for reminders (session
due to expire) and payment confirmations.
Emissions Based Parking
Emitless is our product used for differential charging, enabling surcharges
for high polluting vehicles and discounts for e.g., electric vehicles.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
9
The service delivered to the end-user is automatic and seamless as we
calculate the applied tariff using an Experian look-up to the DVLA
database.
Virtual Visitor Vouchers
Another product that provides cost savings to clients and convenience to
the end user. We provide the ability to book parking for residents at pre-
authorised addresses.
The system cleverly harnesses the power of Big Data. An applicant for
visitor permits enters their details, which are then checked against a multi
layered, highly secure and confidential verification system run by
Experian. This process allows residency to be ascertained in a just few
seconds – post confirmation, the resident can book parking for their
visitors in a few clicks.
Replacing physical scratch cards provides cost savings for print, post,
delivery and reduces fraud.
PayPoint Cash Payments
A cash payment service via the 29,000 PayPoint retailers across the UK.
Quick, simple and easy to use. The motorist simply provides the shop with
their vehicle registration number, the location code and how they want to
park for. Once payment is taken the session is immediately live and there
is no need to display a physical ticket in the vehicle.
This service can enable clients to reduce infrastructure and cash
collection costs. For example, we helped a London Borough remove over
400 of its pay-and-display terminals which delivered cost savings of over
£250,000 per annum.
PayByPhone Business
Businesses can manage all their vehicles from one account! Expense
forms and prepayments by employees are no longer needed.
By setting up an account a company saves time and effort to administer
all their employee parking costs.
Clear monthly reports make your financial administration a lot easier, and
they can assign each parking session to a specific cost center.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
10
Enforcement – Our enforcement solution works on any internet-enabled
device. Alternatively, we can integrate our solution with your existing
enforcement solution using our application program interface (API).
We offer out-of-the-box integrations with Imperial Civil Enforcement
Solutions (ICES), Conduent, Chipside, Civica and Taranto to name a few.
We can also use our API to put in place more advanced integrations
(including with your existing wireless bay sensor and/or automatic number
plate recognition solutions).
FIGURE: ENFORCEMENT PLATFORM
Motorist support – Motorists can contact our 24x7x365 live agents
(provided free of charge on a local rate number) if they need our help.
Our 24x7x365 live agents can register new users, set up new parking
sessions, add or remove vehicles, add or remove payment methods,
resolve technical queries, and handle complaints.
Our UK-based support team will also offer on-the-spot support where
motorists refer to “PayByPhone_UK” in their tweets or posts. Please refer
to ‘Appendix A: SLAs’ for our standard service level agreement.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
11
Client account management – You’ll get full access to our UK-based
client account management team. Your designated client account
manager will act as your internal sponsor here at PayByPhone.
On a day-to-day basis, he or she will be responsible for updating your
rates and investigating/resolving any disputes that arise. Your designated
client account manager will also meet with you (at least quarterly) to
discuss your parking revenues and adoption levels. Please refer to
‘Appendix B: Response Times’ for our standard response times.
Dynamic labelling service – We’ll replace our standard background
image with an image of your choice. This feature is called “dynamic
labelling” and it’s totally unique to PayByPhone. You could also use this
feature to generate additional income, promote local businesses and
events and even run competitions to encourage end users to create an
account and use the service.
FIGURE: EXAMPLE DYNAMIC LABELS
Management information reporting – You’ll get full access to our secure
Back-Office system and Power BI Reporting tool.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
12
We can either schedule reports (on a daily, weekly, monthly, quarterly,
and/or annual basis) or run ad-hoc reports covering specific locations or
zones on your behalf.
Example reports include; total income received (by location/overall); total
transactions processed (by location/overall); average parking durations
(by location/overall), and; motorist registration statistics. You’ll also get
access – through our Back-Office System – to our real-time dashboard.
FIGURE: REAL-TIME DASHBOARD
£
£
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
13
Rights & Rates – We can use our “Rights & Rates” feature to set up
permits for your employees and e.g., Key Workers.
This functionality is embedded into all our platforms and is easy to set up
and integrate with third-party systems (for enforcement purposes).
We can also use this feature to set up other types of permits for you
including special rate permits for motorists who quality for Blue Badge
discounts.
FIGURE: PARKER PROFILES
Rate setting – You’ll be able to amend your rates directly using our Back-
Office System. You can either calendarise your rates in advance (taking
into account any seasonal differences and/or promotional periods) or you
can adjust them on an ad-hoc basis.
Alternatively, your designated client account manager can set up and
amend the rates on your behalf. Our rates engine can accommodate a
variety of rate formats (including “calendar” and “linear”) and can also
incorporate “free parking periods” and “no return periods”.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
14
Environmental Initiatives
PayByPhone is a Carbon PLUS certified supplier – meaning we offset
more emissions than we produce.
Meters for Trees - This is an award-winning initiative that helps forward-
thinking councils combat air pollution and the UK climate emergency by
reducing the number of parking machines in favour of cashless parking.
Meters for Trees is free to join and instantly delivers environmental
benefits for clients.
Local authorities who take part in the Meters for Trees programme agree
to reduce the number of parking machines over a set period of time. In
return, PayByPhone will donate one tree to the participating borough for
every 10 machines – whether or not they are still in operation – and offset
one tonne of carbon through the Portel-Pará REDD project, a Verified
Carbon Standard (VCS) audited project in the Amazon rainforest that
combats deforestation – this occurs annually for the duration of the
contract.
Green Christmas - Since 2019 we have teamed up with Eden
Reforestation Projects to help preserve the world’s rapidly disappearing
forests.
The Eden Reforestation Projects is a non-profit organisation that works to
rebuild natural landscapes that have been destroyed by deforestation.
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
15
During December we promoted the initiative using our mobile app
dynamic label.
We commit to plant 1 tree for every 100 parking transactions we process
in the UK during each December.
In 2019 our original target was to plant 30,000 trees; we’re pleased to say
we donated 51,770 trees in 2021 and have planted 128,923 since 2019
through this campaign – all at no cost to our clients.
Accessibility
PayByPhone offers motorists more ways to manage their accounts and
pay for their parking than any other cashless parking provider in the UK.
Platform:
Registration
Payment
Account
Management
Receipts
iOS App
■
■
■
■
Android App
■
■
■
■
Windows App
■
■
■
■
Mobile Web
■
■
■
■
Huawei App
■
■
■
■
Desktop Web
■
■
■
■
IVR Service
■
■
■
■
24x7x365 Live
Agents
■
■
■
■
Text (SMS) Service
■
■
■
■
Cash Service
■
■
■
■
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
16
Implementation
PayByPhone’s implementation process takes between two and six weeks
depending on the complexity of the integrations. We’ll put together a
bespoke implementation plan for you after the kick off meeting. This plan
will cover – among other areas – signage, training, marketing, and pre-
launch activities.
Information security and network architecture
PayByPhone is PCI-DSS certified (level one). Motorists’ card data,
whether in transmission or storage, is encrypted using industrial grade
encryption technology.
PayByPhone is committed to complying with all applicable privacy laws
(“Data Protection Laws”), including without limitation the European
General Data Protection Regulation (“GDPR”) and the UK General Data
Protection Regulation (“UK GDPR”), the Data Protection Act 2018 and the
Canadian Personal Information Protection and Electronic Documents Act
(“PIPEDA”).
We are ISO 27001 & QMS 9001 certified and is fully compliant with all the
Government’s Cloud Security Principles (where applicable):
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
17
FIGURE: NETWORK ARCHITECTURE
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
18
Appendix A: SLA
Service SLA
Area
SLA
SLA Details
Measurement
Period
Smartphone
Applications
99.9%
Contractor’s mobile
applications shall be
available and fully
functional for end
users 99.9% of the
time during paid
parking hours.
30 Days
Mobile Website
99.9%
Contractor’s mobile
website shall be
available and fully
functional for end
users 99.9% of the
time during paid
parking hours.
30 Days
Desktop Website
99.9%
Contractor’s
consumer web site
shall be available for
use by the public
99.9% of the time.
30 Days
IVR Service
99.9%
Contractor’s IVR
service shall be
available and fully
functional for end
users 99.9% of the
time during paid
parking hours.
30 Days
Back-Office System
99.9%
Contractor’s Back-
Office System site
shall be available for
use by Client staff
99.9% of the time.
30 Days
Parking
Enforcement API
99.9%
Contractor’s parking
enforcement API
shall respond within
1 second of request
99.9% of the time.
30 Days
Payment Processing
99.9%
Payment Processing
99.9% Payments
30 Days
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
19
Area
SLA
SLA Details
Measurement
Period
shall process within
4 seconds 99.9% of
the time.
Reminder Message
Delivery
99.9%
Reminder messages
shall be sent 5
minutes before
parking expiration
99.9% of the time.
30 Days
Time
Synchronisation
99.9%
Server time shall
deviate by no more
than two seconds
from the NTP
source 99.9% of the
time.
30 Days
Parking Policies
99.9%
The service shall
accurately enforce
all parking policies
including time limits,
no stopping and
rates for 99.9% of all
transactions.
30 Days
Security
99.9%
The service shall
deliver real time
notification of
parking session to
integrated systems
within 4 seconds
99.9% of the time.
30 Days
Data Privacy
100%
Contractor shall
maintain PCI-DSS
Level 1 compliance
and shall implement
highly secure
systems to manage
the Service.
Contractor’s security
for the Service and
all connections
thereto shall
conform to the most
current National
Institute of
Standards and
Technology’s (NIST)
Security Content
Annual
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
20
Area
SLA
SLA Details
Measurement
Period
Automation Protocol
(SCAP).
Data Protection
100%
Service is fully
compliant with the
Data Protection Act
& GDPR
Annual
Client Account Management SLA
Area
Definition
Target
Call Answering
For ‘urgent’ calls where a
customer is trying to park,
PayByPhone will answer
90% of calls within 20
seconds as measured
across a calendar month.
For all calls (both ‘urgent’
and ‘non urgent’)
PayByPhone will answer
80% of calls within 20
seconds as measured
across a calendar month.
90%
Calls Abandoned
For ‘urgent’ calls where a
User is trying to park the
abandoned call rate will be
no more than 4% as
measured across a calendar
month. For all calls (both
‘urgent’ and ‘non urgent’)
the abandoned call rate will
be no more than 6% as
measured across a calendar
month.
4%
Call Centre Stats
PayByPhone will provide
monthly reports outlining
key call centre performance
stats including: The average
number of calls per hour
taken by each agent (split
by call type), the average
calls handling time per call
(split by call type), the
percentage of one call
Pass
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
21
Area
Definition
Target
resolutions/call completion
rates.
Correspondence
Customer correspondence
received by post will be sent
a response by the
PayByPhone customer
service team within two
working days.
Pass
Complaint Handling
The PayByPhone customer
support team aims to
resolve customer
complaints within two
working days. Any
complaints not resolved
within two working days will
be escalated to the
Customer Service Manager
who will personally
telephone the customer
within two working days.
Pass
PayByPhone – Cashless Parking Service
Digital Marketplace – Service Definition Document
Commercial in Confidence
www.paybyphone.co.uk
22
Appendix B: Response Times
Priority
Definition
Response
Time
Update
Frequency
Max
Restoration
Time
Urgent
System/Service
outage or
critical
component not
functioning
causing severe
business
impact
< 30 minutes
30 minutes
2 hours
Medium
Component not
functioning but
not critical.
Critical service
used by a
limited number
of users is not
available or
operation is
slow
< 60 minutes
1 hour
1 business day
Low
Non-critical
problem. The
service affected
is used by a
small number of
users. The
service is still
running but
suffering minor
degradation
< 1 business
day
On completion
2 business
days
General
Support
Non-service
impacting
technical
queries.
< 1 business
day
On completion
1 business day
