Mobile 360 provides mobile officers with on and offline capability of processing a variety of proactive and reactive service requests and activities using any mobile device. Mobile 360 enables the management and completion of customer requests, increases job tracking and improves community engagement by delivering real time end-to-end services.
- Use across multiple devices (smartphones, tablets, laptops, PC’s)
- Supports all mobile platforms (iOS, Android and Windows)
- Industry standard security and encryption ensures compliance is adhered to
- Stringent security and audit facility
- Manage all service requests through a mobile interface
- Online and real-time working for field based staff
- Powerful workflow streamlines business processes
- Captures documents, photographs and e-signatures
- Offline working when no network signal is available and
- Visibility of service request status
- Delivery of improved, high quality customer service
- All service requests managed through a mobile interface
- Advanced automation and real time processing Increasing productivity
- Reduced cost of service delivery
- Fully automated end-to-end processing
- Reduced cost of specialist devices
- Aid with green policy targets
- Offline working when no network signal is available
- Greater visibility of service request status
- Ability to sync when internet connection becomes available
£59.00 per user per month
Civica UK Limited
Civica UK Limited
020 7760 2800
|Software add-on or extension||Yes|
|What software services is the service an extension to||Workflow360|
|Cloud deployment model||Private cloud|
|Service constraints||Access to Mobile 360 is available on a 24x7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer, with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks. .|
|System requirements||This will be scoped as part of the contract mobilisation.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Each call is allocated a priority as follows:
1. Business Critical impact
2. Major Operational impact
3. Minor Operational impact
4. Minor Operational inconvenience
5. System Operation not impeded
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||Civica will respond to application related incidents as below and will take all reasonable steps to achieve a resolution within target timescales. Civica will respond to incidents relating to availability of cloud services in an accelerated timeframe: Level 1 - 2 working hours - 1 working day. Level 2 - 2 working hours - 5 working days. Level 3 - 2 working hours - 30 working days. Level 4 - 2 working hours - 60 working days. Level 5 - TBA|
|Support available to third parties||No|
Onboarding and offboarding
Civica offers a complete range of training services for Mobile 360 and will conduct a Training Needs Analysis with new customers prior to commencing the training programme. Training is provided on-site at the customer premises with the equipment agreed in advance. All training documentation is provided by Civica. Staff are trained to enable them to update, change and build upon the solution implemented using the tool sets provided.
Civica’s standard training schedule is 12 days but has the flexibility to be tailored to add additional services. It will be structured to provide practice time during the training, with sessions held at a suitable time apart to allow for information gathering and set-up. Each module includes practice time and each course will run from 09:30 to 16:30.
The specific methods to be used are agreed at the outset of the project including:
● Classroom training held at the customer’s premises or other venue of choice.
● Use of customised training environment, configuration and data set to allow the training to be based on the customer’s specific implementation of the solution.
● eLearning materials distributed using external media or the internet.
● Shorter training courses can be delivered via Skype or WebEx.
|End-of-contract data extraction||
All service customer data and citizen user accounts are stored in an industry standard proprietary relational database on a storage platform appropriate to the Impact Level of the solution.
All customer generated data is returned to the customer. This is held in three possible places on the:
• live database and active directory
• backup on the primary site
• secondary disaster recovery database and active directory.
All service customer data and user accounts shall be supplied to the customer using the export format of the industry standard proprietary relational database.
Where data is held within the Active Directory of the solution this shall be exported as a CSV file.
These files of data are compressed and transferred via a secure courier using either removable disk or optical media (encrypted as appropriate) to the customer's Primary admin contact address which must be within the UK. The costs for this are determined on a case by case basis and shall be dependent upon the amount of data, media extracted to and security level required.
Civica shall destroy all live and backup copies of the data within our control and provide written confirmation to the customer that this has been performed.
In order to ensure that a smooth and effective handover is possible at the end of the contract or on early termination, a framework needs to be agreed prior to the contract commencement that provides both parties with a clear indication of the areas for which they will be responsible when the contract ceases.
To provide both parties with the necessary assurance that a successful handover can be achieved within the provisions of the contract, this framework should identify all of the main areas in which detailed arrangements need to be made in advance of the contract commencement. Should there be any areas where it is not possible to agree in advance, as some issues will be dependent on the circumstances at the time, these will need to be agreed following notification of termination.
Civica’s price contains provision for discharging these responsibilities comprehensively in the event of the termination/expiry of the contract, which is based on our experience as a long-standing service provider to the public sector in the area of revenues and benefits administration.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||All the functionality that is provided on desktop service is available on mobile devices.|
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||Our application currently meets WCAG 2.0 AA accessibility standards and uses NVDA which is a screen reader (open source) for testing our web software applications. In addition we use Google Chrome extension tools “SiteImprove Accessibility Checker” and “Axe” when testing our pages to ensure they meet WCAG 2.0 AA (and where possible AAA) standards.|
|What users can and can't do using the API||Dependant on application/module|
|API documentation formats||
|API sandbox or test environment||No|
|Description of customisation||
Yes buyers can customise the service.
At an account/case level, the service has ample configuration to allow buyers to customise the solution to meet specific requirements and extra fields for example.
As well as this, the incumbent process map editor ensures users are using and taking the right steps and procedures of any process by building the process map within our own internal editor allowing all buyers (where they are a system administrator) to customise and define their own processes to meet any level of business requirements.
In addition to this, user level configuration is also available in order for standard users to customise the service should that person have accessibility issues such as colour blindness for example. User level configuration is available to all users to enhance their experience of using the service and also can be used to bring forward prevalent areas of the system dependant on the users role.
|Independence of resources||
Underlying hardware is dynamically allocated and balanced using VMware Dynamic Resource Scheduler (DRS). DRS ensures virtual servers are allocated the appropriate physical hardware resources at all times. DRS also enables virtual servers to be migrated to different physical hardware so system availability is maintained during planned or unplanned maintenance.
Storage is allocated via a flash storage array capable of maintaining high IOPS throughput.
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Supplier-defined controls|
|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|
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||As part of this framework, users can export their data using Civica's Document & Data Extraction tool. This module can be used when the user wants to extract documents and data out of the Civica system.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||Civica’s standard core hours are 7am-7pm, Monday to Friday (excluding UK Bank holidays). Access to the service (remote access to data centre, domain names, network connections, IP addresses, hosted software and equipment) during core hours will have an uptime availability of 99.99%|
|Approach to resilience||Available on request.|
Infrastructure related scheduled maintenance will not occur between 07:00 and 19:00 Monday to Friday excluding English Bank Holidays. Maintenance will be arranged with a minimum of 3 working days’ notice, and will include a detailed description of the planned works, planned outcomes, and a detailed back-out plan, unless otherwise stated.
Unplanned outages will be notified via the Civica Service Desk.
Identity and authentication
|User authentication needed||Yes|
|User authentication||Public key authentication (including by TLS client certificate)|
|Access restrictions in management interfaces and support channels||Two factor authentication.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users contact the support team to get 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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||ISOQAR|
|ISO/IEC 27001 accreditation date||06/12/2017|
|What the ISO/IEC 27001 doesn’t cover||NA|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Cyber Essentials Plus
|Information security policies and processes||In order to provide a wide range of services to public and private sector organisations, Civica maintains an active information security programme. This programme requires regular internal and external audit inspection of both physical and logical data protection structures. The policies and procedures are aligned to ISO 27001 and Cyber Essentials Plus certifications.|
|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 hosted assets metadata is stored in a Configuration Management Data Base. This data base is access controlled to authorised staff only. The CMDB provides information essential to the secure hosting of client critical services.
Civica's Change Management process ensures that all changes are considered and planned, and appropriate, and that there is a clear audit trail of all changes.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Civica has vulnerability management processes in place for ISO27001 and PCI-DSS. These processes are externally audited on an annual basis to ensure continued compliance.
For external vulnerability scanning, Civica employs the services of an external ‘CHECK’ approved provider to perform an annual penetration test against the external management IP interface. Supporting this, Civica is also certified to the CESG approved Cyber Essentials scheme. For high value financial hosted system, Civica also maintains a PCI-DSS v3.1 certification. In scope systems are subject to month internal and external vulnerability scans as well as a full penetration test twice a year.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Civica take a proactive approach to information security through a process of continual monitoring and review. As part of a documented risk assessment methodology to identify and manage information security risks a dedicated security team update the risk register monthly.
Civica has a network monitoring solution in place ‘OpsView’ as well as a full antivirus and anti-malware solution. These technologies check the hosted services for errors, infections and unexpected network traffic and are support by Cisco IPS/IDS at the perimeter layer. This monitoring service provides defence in depth, against compromise, by detecting infections and suspicious networking activity within the environment.
|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||
Civica have developed an Incident Management process (PRM07) under ISO 20000 standards which details both the Incident and Service Request Management processes.
The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by e-mail, telephone and web portal.
Monthly customer reports will detail incident information.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£59.00 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|