CIVIC

Advanced Workflow & Case Management (GoPro ACM)

ACM is a Case, Workflow and Document Management system providing comprehensive capabilities to deliver efficiency improvements while ensuring compliance with policies, procedures and legislation. It's proven "in service" scalability and security with Central and Local Government and Financial enterprises combines rich usability with functionality on Open, Microsoft and IBM infrastructures.

Features

  • For Agile teams to develop open source innovative business solutions
  • Case Management with integrated workflow for structured and ad-hoc processes
  • Comprehensive document and records management. Support for 3rd party ECM
  • Secure, interactive customer Self-Service module to invoke case management
  • Mobile Case Management for remote caseworkers using smartphones and tablets
  • "Click2Cloud" module securely extends case collaboration to authorised external parties
  • E-mail and Office integration modules
  • Integrated, flexible, optimised reporting engine. Export to 3rd party tools
  • • Service Oriented Architecture scales from 5 to 50,000+ users
  • "4th Generation" active Case Management with GDS-conformant UI

Benefits

  • Typically, 80%+ fit to business requirements, out-of-the-box
  • Configuration speeds time to value, and reduces cost and risk
  • Uncluttered, dynamic UI reduces training and improves caseworker productivity
  • Context-driven guidance supports compliance and reduces errors
  • Extends case collaboration securely to ALL involved parties
  • Integrated modules accelerate project delivery with reduced cost and risk
  • Mobile case management facilitates full case interaction for remote caseworkers
  • 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 user per month

  • Education pricing available

Service documents

G-Cloud 11

331516664700480

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 The Advanced Fraud Investigation & Prevention (AFIP) solution runs in both Open Source or Microsoft system environments and can be extended or integrated to most services using it's pre-existing set of API's
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints The service does not have any limitations
System requirements
  • Apache or Microsoft ISS
  • Jboss
  • MySql, Oracle or MS SQL Server

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 three support levels. Baseline, Standard and Premium
The support options rage from £85 to £270 per month
We provide a technical account manager and cloud support engineer
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Users can sign up on our website, by email or phone. Full deployment and user documentation is provided
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users can extract the data through the API of the system
End-of-contract process There are no additional costs at the end of the contract. Data extraction is included in the costs.

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 Mobile interface provided
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 Ltd

Staff security

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

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 another standard
  • 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
  • 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 importing and exporting
Data export approach Users can export their data through the service's API's
Data export formats CSV
Data import formats CSV

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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International
ISO/IEC 27001 accreditation date 13/05/2008
What the ISO/IEC 27001 doesn’t cover Nothing
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 Extension
  • 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 user per month
Discount for educational organisations Yes
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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