Civica UK Limited

Civica Pay Direct Debits

Enterprise online self-service paperless and staff supported direct debits. Supporting the digital transformation agenda for public sector organisations from a small District to a large Unitary or Borough, Housing Associations, Schools, Universities, NHS or any public, private organisation. Compatible with Capita, Northgate, Adalante, Cashless Catering and parent portal solutions.

Features

  • Fully Managed BACS Submission service
  • Paperless
  • Online Self Service DD mandates
  • Staff generated DD mandates
  • Automatic creation and transmission of AUDDIS files
  • Automatic triggering from schedule of DD Payment file
  • Automatic import of ARUDD file, creates account correcting adjustment
  • Automatic import of ADDACS, updates mandates with amendments
  • Email notifications as default
  • Staff Browser Management function and reporting module

Benefits

  • Automates prime actions of a DD service, reduced staff costs
  • The DD notifications default to email, reduced costs
  • Can print letters for those without email, reduced costs
  • Direct debits can be set up online, by telephone/person
  • Online, self-service, DD mandates, reduces staff costs
  • Browser DD module staff can set up DD's phone/person
  • DD module for staff to manage existing DD mandates/schedules
  • Browser reporting module, Information covering the whole DD process
  • Paperless DD's reduces DD notification time to BACS/5 days
  • Browser reporting module available for Bureau service

Pricing

£0.09 to £0.35 per transaction

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

2 8 7 7 9 3 3 8 4 6 4 3 7 6 3

Contact

Civica UK Limited

Civica UK Limited

01132441404

g-cloud@civica.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
CIVICA operates a 24 x 7 x 365 service unless the Service needs to be taken down for emergency or urgent maintenance. Civica will give the customer at least 5 Working Days’ notice of changes to maintenance hours. In the case of emergency or urgent maintenance, Civica will give the Customer as much notification as reasonably possible and endeavour to restrict the period to hours that are outside normal working hours. There are no periods of depreciation to the service.
System requirements
  • Access to Internet required.
  • Minimum of 2mb recommended, 4mb bandwidth to access the service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Each request 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

The support desk will provide an initial response to all support calls within 4 hours of receiving a request, during the working day.

The support desk is open between the hours of 9.00am to 5.00pm Monday to Friday.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
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

Civica provide experienced front line support analysts that are dedicated to the Civica Payments support desk. The Civica system is a hosted system so the hosted support is provided from within the overall system costs.

If onsite support is required than a cost at a daily rate will charged.
Support available to third parties
No

Onboarding and offboarding

Getting started
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2.

• Customer signs order for payment channels required
• Contract is signed between CIVICA and customer
• Project meeting agrees responsibilities and project plan
• Client and CIVICA consultant draw up and agree specification
• Civica consultant builds and delivers test system
• Training given to Customer staff with full user documentation
• End to end testing is carried out
• Test system is signed off and a date set for live operation
• Go live
• Post live project meeting
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.

Direct Debit mandate details file can be supplied to the BACS format.

After contract termination all live client data will be deleted. All customer specific backups will be destroyed.

There is an additional charge for providing individual backup services.
End-of-contract process
At the end of the fixed term period, Civica will provide 3 months’ notice of termination offering the option to renew for a further fixed term or, following completion of a service termination form, an exit plan will be agreed including data extract arrangements.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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. The mobile solution is self-rendering and will display correctly on any sized device screen. The system is tested to operate with all the main Apple, Android and Mobile windows browser applications. The mobile pages will, as closely as possible, replicate the styles and colours of the organisations web site.
Service interface
Yes
Description of service interface
Civica provides a staff interface for setting up, managing and amending direct debits, reporting, Income management and administration functions. These web applications are accessed by a browser interface specifically designed for each module.

Civica provide public access to online self-service direct debits via a browser application for both Desktop and mobile access, that is tailored to match the colours and styles of the organisations own web site. The mobile solution is self-rendering and will display correctly on any sized device screen.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Civica is currently in the process of ongoing development and testing to ensure that we meet the government guidelines for accessibility standards for existing and new sites as per the dates set out in the government guidance “Make your public sector website or app accessible” issued 5th February 2019.
API
Yes
What users can and can't do using the API
Dependant on application/module
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The Civica ePayments solution is designed to be user-definable. Full business and user maintenance functionality will be provided to the Council via the System Maintenance module ensuring the Council is self-sufficient in the day to day operations of its payments software and configuration.

Council staff can:

1. Add and maintain user roles and associated permissions for the Council’s users
2. Add and maintain Validation Routines
3. Manage VAT codes and processing
4. Add and maintain Funds
5. Add, maintain and map Methods of Payment
6. In conjunction with the Hosted Civica System Administrator add, maintain and map Merchant Numbers
7. Add and maintain the Card Schemes allowed to be used by the system
8. Add and maintain Card Charges
9. Add and maintain the Funds that can be used by the ATP and on-line card payment platforms
10. In conjunction with the Hosted Civica System Administrator maintain the ATP menu structure and scripts
11. Create and maintain Import and Export formats for integration with other Council systems

In addition, all eCommerce webpages can be styled to the look and feel of the existing web site.

Scaling

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.

Analytics

Service usage metrics
Yes
Metrics types
Civica Payments support desk can supply user metrics on request
Civica Payments is currently developing an online dashboard to enable users to access, amongst other functions, there usage metrics. Release of this function is set for 2020.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
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 another standard
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The Civica Hosted income management function provide a Browser module to staff to enable them construct and write export files that will export payment data to account systems such as rents, council tax and an export to the organisations financial system.

Once written, exports can be scheduled, by staff, to run at set times and days automatically. The module also provides the ability to authorised staff to manually run an export. Export files are created by the hosted system and then automatically transferred to a set directory within the organisations network by SFTP.
Data export formats
  • CSV
  • Other
Other data export formats
Fixed Width text format
Data import formats
  • CSV
  • Other
Other data import formats
  • Fixed width text format
  • HTML

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
In addition to all access being TLS V1.2 as a minimum. An organisations Outfacing IP address is required to be white listed by the Hosted network to allow the Staff browser access through to the sign on and validation process. Staff access to the browser administration module also requires a multi factor authentication as required by the Payment Card Industry Data Security Standard (PCI DSS)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Civica 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.
Outage reporting
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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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
PCI certification
Yes
Who accredited the PCI DSS certification
EMEA Global Compliance and Risk Services
PCI DSS accreditation date
06/12/2017
What the PCI DSS doesn’t cover
Civica UK's certificate is Level 1 - Service Provider.
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Plus
ISO22301
The Civica Payment Data centre is externally audited to ensure it complies with the rigorous standards as set out in the Payment Card Industry Data Security Standard (PCI DSS)
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.

Operational security

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 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 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.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.09 to £0.35 per transaction
Discount for educational organisations
Yes
Free trial available
No

Service documents

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