CIVIC

GoPro Integrated Compliance Case Management for GDPR

Advanced CotS GDPR compliance case management. Provides out-of-the-box functionality for self-service individual rights management of personal data. Includes in-house capabilities to validate and manage applications, monitor structured/unstructured data source requests for pattern matching and collate results, manages (actual/attempted) breach notifications within the required 72 hour guidelines, with full PIA compliance.

Features

  • New CotS solution, with configurable, defensible GDPR functionality
  • Secure, interactive Self-Service individual Rights Management of personal data
  • Mandatory, integrated workflow to ensure GDPR process compliance
  • Comprehensive eDiscovery and structured application management
  • 'Pragmatic' approach to low volumes of personal data request hand-offs
  • Ensures Privacy Impact Assessment compliance
  • Compliant supervision of personal data searches and processing
  • Flexible, real-time Reporting offloads production database. Export to data-marts
  • Full breach notification management, ensuring SLA adherence
  • '5th Generation' active case management with focus on usability

Benefits

  • Mitigate and minimise the impact of GDPR non-compliance
  • Typically, 80%+ fit to business requirements, out-of-the-box
  • Uncluttered, dynamic UI reduces training and improves GDPR caseworker productivity
  • Configuration speeds time to value, reducing cost and risk
  • Extends case collaboration securely to ALL involved stakeholders
  • Context-driven guidance supports compliance and reduces errors
  • Integrated modules accelerate project delivery with reduced cost and risk
  • In-house Administrators configure functionality to quickly react to business change
  • Email and office integration improves productivity and consolidates case documents
  • Granular audit functionality supports non-repudiation and improves case outcomes

Pricing

£26.85 to £350 per unit per month

Service documents

G-Cloud 11

231283695973995

CIVIC

Greg Rouchotas

0131 624 9830

gcloud@civicuk.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to GoPro ICCMG has its own configurable BPM, rules, CRM, document management and reporting functionality, and functions as an integrated standalone service. ICCMG also integrates with customers' existing ECM tools e.g. IBM FileNet, OpenText, Documentum, and Finance & Costing systems e.g. SAP, Agresso.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints GoPro's preferred Lot 1 Hosting partner for the purpose of this Service; UKCloud Ltd, offers support for specific hardware configurations, but these are industry standard, constantly expanding, and suitable for all GoPro ICCMG implementation requirements. Planned maintenance pertaining to the Hosting platform, and upgrades and patches to the GoPro ICCMG software, will be carried out with sufficient customer notice to ensure service availability is not compromised. Suppliers must be named agents for all support and maintenance contracts. Support SLA, but no performance-specific SLA or warranty. GoPro would expect alternative Lot 1 suppliers to have the same constraints.
System requirements
  • All users of the ICCMG software must licensed by GoPro
  • Customer responsible for defining user requirements for GoPro ACM-based solution
  • Customer responsible for providing suitably configured user access device(s)
  • Customers will require appropriate network connectivity
  • Customer responsible for data security over their connectivity method

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 2 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing We have done some testing to assistive technologies.
Onsite support Yes, at extra cost
Support levels We provide a technical account manager and a cloud support engineer.
Our costs are outlined in the pricing document
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Civic creates customer-specific onsite training for GoPro ACM SaaS solutions. Training is split between 'Super-User', 'Administrator', and 'User'. Training of large user populations is typically delivered by 'Super Users' using a 'train the trainer' model. Training materials include user documentation, and videos and e-guides which are displayed in the UI in use context.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The customer has complete autonomy of how data is stored and managed within their virtual environment. Data can be extracted either from within the VM (for example, copying data over virtual networks), or the entire VM (for example, exporting as a VMDK or OVF).

Civic will support its customer to offload when the contract ends.
End-of-contract process A typical GoPro ACM SaaS contract price will include the GoPro SaaS license fees, Hosting and Service Management charges, Implementation charges, Training, and Data Migration. The Call-Off Contract may also include a number of days for ad-hoc system changes and/or offloading, to be consumed on a call-off basis.

At the end of the contract, customer provides Civic with 3 months notice of termination. During that time, Civic will work with its customer, its existing Hosting provider, and customer's new supplier if appropriate, to plan and deliver the extraction of the customer's data. Data can be extracted from within the VM e.g. copying data over virtual networks, or the entire VM e.g. exporting as a VMDK or OVF. This work is chargeable, based on the GoPro SFIA Rate Card, and existing Hosting provider's rate card. .

Where a customer moves the GoPro ACM SaaS service to a different Hosting provider, Civic will work with its customer, its existing Hosting provider, and customer's new Hosting supplier, to plan and deliver the extraction of the customer's data as above. This work is chargeable, based on the Civic SFIA Rate Card and existing Hosting provider's rate card.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Tablet and Smart Phone
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing We have done some testing to assistive technologies.
API Yes
What users can and can't do using the API Users can not setup the service through an API
The system supports a REST API allowing users to use the service as they need.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Authenticated users have the ability to fully customise the service

Scaling

Scaling
Independence of resources We operate multiple clusters of servers to deliver the service and monitor the load and capacity to ensure optimal performance at all times.

Analytics

Analytics
Service usage metrics Yes
Metrics types We can provide details of the service usage as required by the client.
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold GoPro

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

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 Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach Data export in GoPro ACM is to Excel as standard e.g. for reporting and viewing purposes. Data can also be exported to a customer's BI tool of choice for e.g. cross-domain reporting.

Data extraction is handled by a separate system that searches for cases that are ready for extraction, retrieves the metadata, and the read only version of the documents, and stores them in the file system. The handover module can be extended to use any criteria for selecting cases to extract and for updating the case status. The delivery table structure is configured by defining a mapping xml.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • PDF/A
  • TIFF
  • HTML
  • XML
  • JSON
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XML
  • PDF/A
  • TIFF
  • MPEG
  • EMF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network The network is the responsibility of UKCloud, which also uses dedicated CAS-T circuits between each of its sites to ensure the protection of customer data in-flight. Hosting Provider may provide extra layers of security.

Availability and resilience

Availability and resilience
Guaranteed availability We provide a tailored SLA for availability based on the licence type and customer defined Time To Recovery Objectives (TTRO).
Approach to resilience We operate multiple clusters of servers to deliver performance and resilience. DDOS protection systems are in place.
Outage reporting Email Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces is controlled via private or VPN links.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS
ISO/IEC 27001 accreditation date 13/05/2018
What the ISO/IEC 27001 doesn’t cover NA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • DoD 5015.2-STD
  • ISO15489-1: 2001 - UK The National Archives (TNA)
  • MoReq2 - Model for Management of Records, Update and Extensio
  • NOARK 5 - Norwegian Archive Standard
  • DOMEA - Document Management and Electronic Archiving

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We have a number of information security policies as dictated by ISO 27001. These include:
-Information Security Policy
-Access Control Policy
-Anti-Piracy Policy
-Backup Policy
-Bring your own device (BYOD) Policy
-Cloud Computing Policy
-Email & Internet Acceptable Usage Policy
-Leaving Policy
-Network Systems Monitoring Policy
-Password Policy
-Remote Access and Mobile Computing Policy
-Social Media Policy
-Virus Protection Policy

Our information security manual is reviewed and tested annually. The testers and external auditors report their findings to the board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We control our configuration and change management processes through our ISO27001 policies
Vulnerability management type Supplier-defined controls
Vulnerability management approach We use external third parties to perform penetration testing on a regular basis. We also use internal industry standard scanners to perform bi-weekly penetration tests. We monitor all major security lists to ensure we are notified of any threats in a timely manner.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use internal and external monitoring and Intrusion detection systems to identify potential problems or compromises.
In the event of a potential compromise our board level security officer is notified as well as the potentially affected clients.
We respond to potential incidents immediately
Incident management type Supplier-defined controls
Incident management approach We have a number of processes to deal with common events.
Users can report incidents via email, telephone or online through our issue tracking system.
We provide reports and root cause analysis reports via email

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £26.85 to £350 per unit per month
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: Service definition document pdf document: Terms and conditions
Service documents
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