Civica UK Limited

Civica Collect

Built on over 35 years of sector knowledge and experience, Civica Collect provides a robust cloud-based collections solution, delivering in-depth insight to improve services and optimise collection rates.

Features

  • Cloud - based solution
  • Web - based interface to manage all outstanding debts
  • Enable single view of debt over multiple clients/workschemes
  • Tailored, customisable, workflow. Automatically apply correct fees across multiple legislations
  • Automated document and communications production
  • Separate web - based Admin module
  • Integration with Civica Collect and other third party systems
  • Field agent remote access via CollectVisit tool
  • Stakeholder view of case work via CollectWeb

Benefits

  • Automatically upload cases to work types/progress through customised workflows
  • Updates cases from stakeholders/enforcement team in real-time
  • Empowers organisations-single view of debt to improve collection rates/safeguard citizens
  • Automate communications to debtors via SMS and letter
  • Analyse workscheme, campaign/officer performance with comprehensive reporting capabilities
  • Integrate with 3rd party systems-import/return of casework,financial/cash receipting systems
  • Maximise collection rates by appropriate case management
  • Responsibly handle citizens through recognition of circumstances/appropriate recovery path

Pricing

£19475 per unit

Service documents

Framework

G-Cloud 11

Service ID

3 5 1 2 6 2 7 6 2 9 5 0 8 1 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
Private cloud
Service constraints
CollectVisit module requires iPad running iOS10 or higher
System requirements
  • CollectVisit module requires iPad running iOS10 or higher
  • Web-based modules require a modern web browser eg IE10, Chrome

User support

Email or online ticketing support
Email or online ticketing
Support response times
Emergency and High level incident - response within 1 normal business hour
Minor disruption - within 2 business hours
Moderate software functionality impairment - within 4 business hours
Minor software issues - within 10 business hours
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
No
Support levels
Support tokens are available for purchase in quantities of 1 day (14 tokens) at a price of £1025.
Support available to third parties
No

Onboarding and offboarding

Getting started
On site "Discovery session" to commence on-boarding includes training and access to environment for familiarisation. Collaborative onboarding process with access to project manager for guidance. 2 day training session provided prior to go-live. Access to online help pages throughout.
Service documentation
Yes
Documentation formats
Other
Other documentation formats
Online help pages provided through single sign-on within web modules
End-of-contract data extraction
By arrangement. As requested, mySQL or other format to specified or intermediary format.
End-of-contract process
By consultancy, dependent on customer requirements for format and content

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Chrome
Application to install
Yes
Compatible operating systems
IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The CollectVisit is intended for use by field agents, with access to a limited selection of the database as allocated to the user. This allows review of the case record, and a limited update capability based on field agent actions. Customisable question set available for specific requirements.
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
Our cloud is continually monitored and we maintain headroom against this from happening. We also set maximum resource consumption limits per instance (customer), automatic monitoring reports when those limits are being approached and load can be rebalanced automatically or manually as appropriate, e.g. if a customer unexpectedly requires more resource.

Analytics

Service usage metrics
Yes
Metrics types
Case usage
SMS token usage
Licence usage

Further available on request
Reporting types
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
United Kingdom
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 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
By consultancy, dependent on customer requirements for format and content.
Data export formats
Other
Data import formats
  • CSV
  • Other
Other data import formats
  • TXT
  • XML

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
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.
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
Username or password
Access restrictions in management interfaces and support channels
Username and password in place for Admin module
Granular permissions applied to each user for administrative functions
Approved support users lists maintained, any requests made by users outside of this list escalated to an approved user.
Access restriction testing frequency
Never
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
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
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO22301

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
Cyber Essentials Plus
ISO22301

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'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.

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

Connection to public sector networks
No

Pricing

Price
£19475 per unit
Discount for educational organisations
No
Free trial available
No

Service documents

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