Civica UK Limited

Civica Regulatory Services Consultancy

Civica Regulatory Services consultancy supports organisations in the implementation of the solution to maximise the benefit received. Civica can provide expertise and guidance to successfully implement the solution. We focus on attitudes, processes, practices and resolving problems that undermine productivity, to deliver capabilities and support that improves efficiencies.

Features

  • Requirements gathering and analysis
  • Implementation and integration consultancy services
  • Regulatory Services content strategy and development
  • Regulatory Services application review and implementation advice
  • Business analysis and recommendations to improve efficiency
  • Technical audits and digital transformation
  • Benefits analysis on how improvements will impact costs and stakeholders
  • Recommendations to remove barriers and drive flexible working
  • Data migration and testing consultancy
  • Implementation services and rollout support

Benefits

  • Improved service delivery
  • Improved collaboration possibilities
  • Develop efficiencies within the workforce and processes
  • Cross-cutting dependencies identified to better support business objectives
  • Help determine opportunities and risk
  • Reduced business travel through flexible working
  • Minimised implementation risks and measurable results
  • Maximise business value from your platform investment
  • Manage short-term and long-term digital growth
  • Drive adoption and increase user satisfaction

Pricing

£815 to £1,885 a person a day

Service documents

Framework

G-Cloud 12

Service ID

3 0 9 0 1 3 4 5 7 4 3 9 7 2 0

Contact

Civica UK Limited Civica UK Limited
Telephone: 01132441404
Email: g-cloud@civica.co.uk

Planning

Planning service
Yes
How the planning service works
Civica Regulatory Services have significant knowledge and experience of planning the implementation of cloud hosting or software services. This ensures that Civica’s planning service takes into consideration all factors of the project and they are assessed, planned for and recorded. Civica uses PRINCE2 methodologies when following the principles of running a project. We support clients analysing the business case of organisations to make sure we achieve the vision and outcomes, whilst making recommendations and identifying / mitigating risk.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Civica Anti Social Behaviour
  • Civica Licensing
  • Civica Trading Standards
  • Civica Regulatory Services
  • Civica Environmental Health

Training

Training service provided
Yes
How the training service works
Civica Regulatory Services can provide a complete Training Service for its cloud software solution.

Training on the solution can be priced from the SFIA rate card and can include: 1. Induction Training for system administrators. Provides the skills to administer the solution and security. 2. Workflow & Communication Training in the solution for system champions and/or end users. 3. Civica Regulatory Services specific training in the solution for system champions and/or end users. Covers specifics required to run the Regulatory Services departments. 4. Training Packages, tailored packages of training system administrators, business managers, and end users.
Training is tied to specific services
Yes
Services the training service works with
  • Civica Anti Social Behaviour
  • Civica Licensing
  • Civica Trading Standards
  • Civica Regulatory Services
  • Civica Environmental Health

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Civica can include planning for migration and a trial migration when prototyping. Civica Regulatory Services has a proven process to support organisations migrating data and workload to the cloud or transitioning from one cloud hosting service to another. Discovery – confirmation of scope, roles and responsibilities, terms of reference, business drivers, timescales, analysis of existing ICT environment, identification of components or applications to be migrated, confirmation of boundaries and interfaces, assessment of any constraints. Calibration – assessment of current environment to provide the baseline against which improvements can be measured. Assessment may include performance, costs, resources, outcomes and is recorded in a baseline set. Optimisation/Migration – planning and implementation of the changes including data conversion and migration to the new cloud platform. Progress managed against plan with timescales, milestone and checkpoints. Validation – testing against the baseline to ensure functional equivalency and to assess productivity improvements. Deployment – Switchover to include training, data migration, service and system integration and testing. This step is focussed on ensuring the successful adoption of the service and realisation of the benefits.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Civica Anti Social Behaviour
  • Civica Licensing
  • Civica Trading Standards
  • Civica Regulatory Services
  • Civica Environmental Health

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Civica will undertake a process of quality assurance and performance testing to ensure the quality of the solution. Testing protocols form part of Civica’s standard development and are carried out automatically.
Civica employs the following performance tests:
- Acceptance and Unit Testing
- Accessibility Testing
- Load and performance testing
- Vulnerability and Penetration testing
- Regression Testing
- Integration Testing

QA analysts are assigned to ensure that the product meets the acceptance criteria and behaves how was expected.
Quality assurance testing forms part of every project we undertake. We perform internal QA testing and as well as external User Acceptance Testing (UAT). Civica will work with the organisations internal or third-party resources, where appropriate to work collaboratively to support testing.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Civica Regulatory Services supports the Civica's range of software solutions. (Civica Anti Social Behaviour, Civica Trading Standards, Civica Licensing, Civica Regulatory Services, Civica Environmental Health).

The Civica Service Desk follows the ITIL v3 principles of Incident, Request for Service and Problem Management. Incidents and Requests for Service can be reported by telephone during business hours or logged via the Civica Self-Service Support Portal 24x7x365. If an Incident is logged outside of business hours on the Civica Self-Service Support Portal, then this will be triaged by a Service Desk analyst the next working day.

Incidents and Requests for Service are logged onto a Service Management tool which creates a unique reference. Based on its impact and urgency each Incident will be assigned a level of priority. As a result, each prioritised incident will have a set target first response time and a target resolution time according to the customer’s SLA.

Customers can check progress, add updates or ask for the status of open Incidents and Requests for Service by logging onto the Civica Self-Service Support Portal, or via the telephone during business hours.

Service scope

Service constraints
Some downtime may be required for scheduled maintenance and upgrades.

User support

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
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
This is currently in progress.
Support levels
Civica provides variable offerings for SLAs dependant on requirements, the default being standard support and maintenance with SLA’s below.

Standard SLA
Severity Target Response (working hours) Target Fix
1 2 1 working day
2 2 5 working days
3 2 30 working days
4 2 60 working hours
5 TBA Case-by-case basis

Civica's enhanced SLA’s is available at an additional cost.
Enhanced SLA

Severity Target Response (minutes) Target Fix

1 30 2 working hours

2 30 4 working hours

3 30 2 working days

4 30 7 working days

5 30 Case-by-case basis

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£815 to £1,885 a person a day
Discount for educational organisations
No

Service documents