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RBS Transport & Local Authorities
The RBS HOPS Service
Frequently asked questions
- What is the RBS HOPS Service?
- How do I connect to the RBS HOPS Service
- What level of certification is in place for the RBS HOPS Service
- What IPEs are supported by the RBS HOPS Service?
- Who do I contact for HOPS Support
- RBS also provide the ITSO Security Management System. Who do we call with queries on that?
- How much does the RBS Service cost?
- What support is available for the RBS HOPS Service?
- What additional, non-ITSO Services are included in the RBS HOPS Service
- Is the RBS HOPS Service available outside the UK?
- When is the RBS HOPS Service available
- Will RBS provide ISAMs and HSAMs for the HOPS Service
- How secure is the RBS Service
- Can we install the RBS HOPS Service on our own site?
- Who decides what IPEs can be accepted on ISAMs
- Will RBS commission ISAMs?
- Are RBS supporters of ITSO?
- My ISAMs don't seem to work - who do I call?
- I've lost my concessionary card - do I call RBS?
What is the RBS HOPS Service?
The RBS HOPS Service is a service provided by RBS to transport & ticketing scheme providers, either directly or via Systems Integrators and other intermediaries. RBS provide all of the facilities required to operate ITSO-certified HOPS services. These are provided as a managed service, hosted in a central hosting site in the UK, with appropriate Business Continuity and Disaster Recovery facilities elsewhere.
How do I connect to the RBS HOPS Service
The RBS central service connects to several interfaces in ITSO schemes, such as depot computers and POSTS, back-office databases and the ITSO Security Management System. The RBS Relationship Manager for customers will provide detailed interface specifications under contractual terms and commercially sensitive non-disclosure agreements. All interfaces comply with the relevant part of the ITSO specification.
What level of certification is in place for the RBS HOPS Service
The RBS HOPS is fully certified by ITSO. The RBS HOPS service was the first ITSO HOPS module to obtain full certification for Core and Collection & Forwarding facilities in early 2005. AMS Facilities were accredited later in the same year. The Accounts service was fully certified in 2006.
What IPEs are supported by the RBS HOPS Service?
In short, all of them. The RBS HOPS supports all IPEs, customer media types and message classes specified by ITSO.
Who do I contact for HOPS Support
Existing customers should contact the HOPS Customer Service Desk for day-to-day support during normal business hours by email (hops.support@rbs.co.uk) or telephone (0845 603 2421). Calls to the Help Desk are charged at National Rates.
Any other problems should be raised with their RBS Relationship Manager.
Other organisations wishing to discuss future use of the RBS HOPS Services should contact Randle Cowcher, Senior Business Development Manager (randle.cowcher@rbs.co.uk) on 0131 626 1973
Problems with connections from Depots or similar operations should be reported in the first instance to their terminal provider (e.g. Wayfarer, ERG, Almex)
Passenger issues are reported via the card issuing authority, then to the Scheme Operator and thence to the RBS Help Desk.
RBS also provide the ITSO Security Management System. Who do we call with queries on that?
Although RBS and partners designed, built and now operate the ISMS for ITSO, the service is owned by ITSO. All queries should be directed to the ITSO Registrar in the first instance (telephone 0121 233 2598).
How much does the RBS Service cost?
The main driver of the price for RBS HOPS Services is the number of ISAMs expected to be in any customer scheme. A pricing tariff can be obtained on application from Randle Cowcher. (See contacts for new customers).
What support is available for the RBS HOPS Service?
During initial service implementation, RBS provide a Relationship Manager to help the customer team understand and participate fully in the implementation process.
RBS also provide telephone and email support for customers in addition to that implementation support. The HOPS Web Site contains a list of Frequently Asked Questions and answers
Is the RBS HOPS Service available outside the UK?
Because the RBS HOPS service is hosted centrally and connections take place across the internet, there is no reason why the services cannot involve non-UK operations, so long as the operator is a member of ITSO. Other options for overseas operation and support can also be discussed - contact Randle Cowcher for more information.
When is the RBS HOPS Service available
The live, operational RBS HOPS service runs for 24 hours every day. A manned Help Desk is available during London business hours (Monday - Friday between 0900 and 1700 except Bank Holidays).
Will RBS provide ISAMs and HSAMs for the HOPS Service
While RBS have agreements in place to provide small number of ISAMs for customers, customers should contact ITSO in the first instance.
How secure is the RBS Service
The RBS Service is designed and independently accredited to very high standards, as customers would expect from one of the largest Banks in the world. Everyone connecting to the RBS Service has to use a digital certificate to identify themselves. This technology is the most advanced commercial business-to-business method of remote identification available and certificates are provided by the RBS TrustAssured team. The RBS procedures ensure that certificates are delivered to organisations whose identity has been properly identified to Banking Standards.
Can we install the RBS HOPS Service on our own site?
RBS have built a centrally managed service for use by multiple customers because this minimises overhead costs - the infrastructure costs and support service costs are shared across all customers avoiding the need for them to invest in IT equipment or staff to run the service. Where necessary, the software can be provided on a licensed basis for customer hosting -please contact Randle Cowcher for more information.
Who decides what IPEs can be accepted on ISAMs
Customers decide what they want on their ISAM population. RBS can provide data collection and entry forms and procedures to help this exercise, and can share experience gained from previous implementations, although customers and their advisers will retain responsibility and ownership of the data creation decisions. Advice should also be obtained from ITSO.
Currently RBS staff enter the data received from customers but the standard service will see customers being provided with all the facilities they need to enter and manage the required data themselves.
Will RBS commission ISAMs?
RBS have facilities for commissioning ISAMs on customers' behalf but this is not part of the Core Service. Process and details of this service can be obtained during initial discussions with the RBS Business Development Manager (Randle Cowcher).
Are RBS supporters of ITSO?
RBS are full members of ITSO and have been involved with ITSO since 2003 in various capacities. RBS provide the core ITSO Security Management System, which went live in 2004, so RBS are supportive and have a history of providing services to ITSO and their members for some time.
My ISAMs don't seem to work - who do I call?
It depends on the reason why they don't work. Different customers will have agreed different support channels with their service providers. The RBS Support desk will be part of that channel.
I've lost my concessionary card - do I call RBS?
We recommend that in the first instance, all passenger queries should be directed, to the organisation who provided them with their passenger card. These organisations can then contact RBS or the relevant organisation if this is required.
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