ITAL is an established UK technology company that specialises in revenue protection and in developing tools and systems that improve workflows and customer experience for organisations that rely on mobile workers, whether they are revenue protection officers, paramedics, district nurses, environmental protection officers, traffic wardens, police officers, train drivers or bus operatives.
We always start with the problem, rather than the technology. By working with a carefully selected number of UK technology partners, we create systems with the best technologies for your situation, rather than only using our in-house technology strengths. It also means we can be competitive in our pricing without ever compromising on quality or service.
We also believe that it’s highly unlikely that what worked for one company will work for another in exactly the same way. We always approach a problem with fresh eyes, knowing that small differences in operations and environments can make big differences to how well a solution works for you.
Our history and experience
ITAL was formed in 2003 by a small group of people with wide experience in transport and IT. We believed that the railway industry at the time could really benefit from a more innovative approach to its administrative processes, particularly around revenue protection.
We started by developing a system that streamlined the processing of penalty fares. For the first time passengers could pay their penalty fares online or via a 24-hour payment line. We continue to provide and operate this service through our IRCAS division today, and currently support over a dozen train and bus operating companies.
We work closely with these companies, as well as passenger groups and government policy makers to continually improve our systems so that they work better for everyone. This involves developing and integrating new telephone, mobile and cloud-based technologies to help companies meet customer expectations while keeping operating costs down.
ITAL is the trading name for Independent Transport Associates Limited. We also trades as IRCAS (Independent Revenue Collection & Support).
Derrick Bilsby, Chief Executive Officer
Derrick has over 40 years’ experience in the rail and transport industry, specialising in both strategic and operational management systems.
He has an in-depth understanding of the complexity of rail operations gained initially through working as a control manager for British Rail. He then went on to manage IT projects that updated and reimagined systems and software to improve train operations, ticketing, fleet engineering and finance, first for British Rail and then for Connex.
Since founding ITAL in 2003, he has led the company in developing services and systems that innovate and contribute to raising service standards while at the same time reducing costs.
Paul Noble, Business Development Manager
Paul joined ITAL in 2010 and has worked in the transport sector for over 25 years, having initially joined British Rail as a guard for Great Eastern Railway.
In his role as Business Development Manager, Paul is responsible for broadening ITAL’s market base both within and outside the transport and rail sector. He is responsible for introducing products and systems that make revenue protection as efficient as possible.
Paul’s previous experience in prosecution management and revenue protection has enabled him to oversee the development and implementation of technical innovations that streamline workflows for these two important aspects of public transport.
Ryan Leather, Managing Director IRCAS
Ryan ensures that our IRCAS division provides the highest quality service to passengers and to our transport clients, and that we continue to develop and implement smarter ways of working. He joined ITAL in 2004 where he was initially involved in refining and further developing the original IRCAS systems.
Prior to that Ryan spent a number of years at IBM, where he gained experience first in the finance department, then within IT roles, and finally as a corporate account manager dealing with Blue Chip clients.
Ryan is motivated by the savings and improvements we can make for our clients by developing tailored systems that enable them to solve operational problems and work smarter themselves.
Gordon Hay, Commercial Director
Gordon has over 30 years’ technical and commercial experience in the IT industry, of which over 20 years is transport-related. He joined ITAL in 2004, and is responsible for our customer relationships and our market directions.
Anne Murphy, Director of Human Resources
Anne joined ITAL in 2010 as a human resources consultant and became our Director of Human Resources in 2012. Recognising that exemplary HR strategy, HR processes and effective leadership are key to maintaining business quality and success, Anne ensures they are very much established on our agenda.
Anne is a member of the Chartered Institute of Personnel and Development, an adult teacher, and a qualified leadership coach. She has over 30 years’ experience working in local government, further education and the private sector.
James Mullane, Chief Finance Officer
Since taking responsibility for the finance team at ITAL in 2014, James has focused on strengthening our internal systems and controls. He has led significant changes to our procedures that have streamlined the accounting function, reduced the risk of human error, and increased the relevance of our management accounts to business decision-making.
James qualified as an accountant in 2005. Before joining ITAL he gained experience across a range of industries, focusing mainly on audit and assurance services.
David Chew, Chief Technical Officer
David manages the IT infrastructure of ITAL and the technologies involved in its service
offerings. He joined the company in 2007, bringing with him experience from previous backgrounds in IT and accountancy.
Before joining ITAL David worked as an IT director and a senior IT consultant, which has fuelled his passion for the constantly evolving IT landscape, and in particular the challenges provided by cloud and mobile computing.
Nicola Welling, Corporate Affairs Director
As the Corporate Affairs Director, Nicola manages the Independent Appeals Service and the Customer Services Department. She is responsible for establishing and monitoring processes to oversee and coordinate the assessment of appeals and handling of enquiries and complaints.
Prior to joining ITAL in 2012, Nicola worked in the government sector for 28 years. In her previous role she liaised with external customers, identifying and implementing best practice and was additionally part of the National Independent Complaints Reviewer Evaluation and Study Team ensuring Government practices, processes and service delivery were reviewed in the light of feedback received from the Independent Complaints Reviewer Office.
ITAL continuously strives to improve its customer interactions and Nicola’s experience and insight have undoubtedly strengthened the company’s customer management strategy.
Nicola enjoys working closely with the watchdog organisations, discussing ways to ensure that the passenger, and the transport provider, gets the best possible resolutions to issues.
To make our systems more cost-effective for our clients, we offer all our systems as a service, so no capital expenditure is required. We can also develop bespoke systems.
One of our specialties is using customised Interactive Voice Response (IVR) technology to build bespoke integrated systems. Besides providing standard call centre functionality (menus, routing options, queues, etc), using this technology enables you to collect and process data using callers’ responses, or the numbers that they enter using their keypad. It can automate anything from securely processing payments (e.g. VirtualCredit) to sending location data and triggering a sequence of emergency response actions (VirtualMinder).
In respect of software development, our team have expertise in:
- .NET, ASP.NET, C#, MVC
- Webforms and MVC
- Databases: SQL Server, MySQL, PostgreSQL and Oracle
- XML, SOAP and JSON
- Web Services and APIs
- User Interface design
- Task-orientated design
- HTML5 and CSS
Responsive support desk infrastructure
We employ just over 100 people in the UK, and our support desk operators all work from home, using a bespoke call management system. Besides keeping our overheads down, this means that we can respond to surges in calls within a couple of minutes.
High-quality UK data centres
All our cloud systems are hosted in UK in Custodian Data Centres which are ISO 27001 accredited. Besides offering the highest quality service in connectivity, security and resilience, they have also been recognised for their environmental commitment: per kW of IT load, they use five times less energy than the average data centre. We also contract Trustwave to conduct regular penetration testing on our behalf.
All our services are PCI DSS compliant.
We believe that as a company, we should donate a proportion of our profits to support charitable organisations that provide valuable services to local communities in areas that are served by our clients.
Regional Air Ambulance Services
The Air Ambulance receive no funding from central government and provide a service that saves lives every day. To date we have donated £18,000 to the regional Air Ambulance services, including:
- Hampshire and Isle of Wight Air Ambulance
- Essex Air Ambulance
- Herts Air Ambulance
- Midlands Air Ambulance
- Great North Air Ambulance
We are proud to support Railway Children and have so far donated more than £8000 to this worthwhile cause. Railway Children is an international children’s charity that fights for vulnerable children who live alone at risk on the streets, where they suffer abuse and exploitation.
Railway Children works with over 26 partner organisations with 117 projects worldwide across Africa, Asia, and the UK.
We are committed to being environmentally responsible and to using technology to support our staff and our clients to work more efficiently, and reduce energy use, carbon emissions and paper waste in the process. We are continually working to improve our performance, and currently adopt the following practices:
- Occupy modern offices with adjustable heating, air conditioning and lighting, and restrict the opening of our head office to normal staff working hours to minimise the energy we use.
- Enable the majority of our employees to regularly work from home and reduce the carbon emissions from travelling to and from work.
- Use environmentally responsible data centres.
- Frequently use electronic communications, such as video conferencing, to reduce the need to travel to attend meetings.
- Use electronic filing systems and encourage staff to only print essential documents to reduce printing and paper.
- Recycle all confidential paper waste.
- Provide our clients with bespoke online services that minimise the need to transport or print documents.
Our Environmental Policy Statement
We believe that we have a responsibility to care for and protect the environment in which we operate. We are fully committed to improving environmental performance across all of our business activities and will encourage our business partners and members of the wider community to join us in this effort.
ITAL recognises our key impacts to be in the areas of:
- energy use
- raw material use
- waste generation
- emissions to air/water
We will strive to:
- Adopt the highest environmental standards in all areas of operation, meeting all relevant legislative requirements
- Assess our organisational activities and identify areas where we can minimise impacts
- Minimise waste through careful and efficient use of all materials and energy
- Publicise our environmental position
- Train employees in good environmental practice
- Reduce risks from environmental, health or safety hazards for employees and others in the vicinity of our operations
- Adopt environmentally sound practices in relation to transportation of products and services
- Regularly assess the environmental impact of all our operations
ITAL is currently developing a series of action plans to supplement each of our environmental policy objectives. Many of these have already been achieved.