Civica UK Limited

Civica’s Abritas Housing Needs Solution

The Civica’s Abritas Housing Needs Solution is a Cloud hosted integrated suite of modules comprising of a public website and back-office system.

The modules:

Housing Register
Choice Based Lettings & Nomination Based Lettings
Homelessness & Temporary Accommodation
Rents (Specialist TA, Mobile, G&T Sites)
Enhanced Housing Options
Support Gateway

Features

  • Efficiencies - Greater efficiencies through online self-service
  • Automation - Maximum automation frees up staff time
  • Bespoke - Tailored to individual policies
  • Market Leader - More LAs using CBL solution than alternatives
  • Latest Technology - Completely web-based enables straightforward implementation
  • Compliant - Commitment to adapting to sector changes
  • Live reporting - Creates statutory reports for UK
  • User-friendly - Training new staff is easier
  • Visibility - Complete picture of referrals/placements

Benefits

  • Creates efficiencies through online customer self-service
  • Can be used by LA's/Registered Landlords in the UK
  • Maximum automation frees up staff time
  • Bespoke tailoring to your lettings policy
  • Fully web based hosted service with straight forward implementation
  • Highly active user base drives innovation
  • Web based for easy partner access
  • Provide your tenants with a national home swap service
  • Automated Bidding for CBL properties through various media channels
  • Full Homeless reporting which is government compliant

Pricing

£18900 per licence per year

Service documents

Framework

G-Cloud 11

Service ID

3 5 6 9 8 1 0 8 6 3 1 1 1 8 1

Contact

Civica UK Limited

Civica UK Limited

01132441404

g-cloud@civica.co.uk

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
Can also be used as a standalone service
Cloud deployment model
Public cloud
Service constraints
No constraints – All licence to use the software are based on an unlimited user basis for either a geographical area or property count depending on the type of organisation buys the licence.
System requirements
  • Our technology is completely cloud based.
  • All aspects of your system's functionality accessed using a browser.
  • No requirement to install any software on individual PCs.
  • Our applications are designed to use minimal bandwidth.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support cover - between the hours of 9:00 AM and 5:30 PM on working days.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
This support service covers software (where you are party to a Supply Agreement with us) or hosting faults (where you are party to a Service Agreement with us) hence providing you with a single number to call if you require support.

Support cover - between the hours of 9:00 AM and 5:30 PM on working days.

Priority 1 - Client facing functionality not available - 4 working hours response, 4 working hours fix.
Priority 2 - Other functional of a critical nature not available - 4 working hours response, 8 working hours fix.
Priority 3 - Functionality of a non-critical nature is not available - 2 working days response, 5 working days fix.
Priority 4 - Minor errors - Next release by negotiation.
Priority 5 - Enhancement Requests - Agreed by negotiation.

All systems are automatically monitored using specialist monitoring software, PRTG. This monitoring is performed from a location separate from our dual data centres. The average availability over the period was 99.98% which underlines the excellent reliability of the solution.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Implementing a new ICT system can be a large undertaking we believe that there are two key factors in delivering your project successfully; having the right people to manage the project, and having a proven methodology to drive the implementation.

As part of our onboarding service Abritas will undertake a scoping exercise prior to contract signing in order to define the requirements and deliverables of your project. This will include modules and options required any interfacing and data load requirements.

The key stages:

• Scoping
• Configuration definition including any interfaces.
• Configuration of system to meet your needs.
• Testing and acceptance
• Training and go live

Our highly experienced project managers are dedicated to implementing systems for clients. All project managers are permanent employees and are thoroughly familiar with our software modules.

Training is delivered by our TAP accredited (www.tap-training.com) trainer who has over 8 years IT delivery experience, and is intimately familiar with the system.

The provision of a high quality support function is a key area for us. We believe that by delivering a top quality support service through a knowledgeable and professional team we are able to clearly differentiate ourselves from other software suppliers.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Offboarding – We will facilitate the offboarding process at the end of the contract. This will ensure that your data can seamlessly be transferred back to you or to another system. We can provide the data either in a standard format or in the format required by you. Please note that consultancy time spent undertaking the offboarding process will be charged on a time and materials basis at the G-Cloud daily rate.
End-of-contract process
At the end of the contract the client will either have the choice of extending the contract to the next G-Cloud framework version or converting to our standard rolling contract. Alternatively clients could do out to market and retender for the software. If we were not selected as the preferred supplier then any un paid hosting and service charges for the remaining term would be payable.

We can provide the data either in a standard format or in the format required by you. Please note that consultancy time spent undertaking the off-boarding process will be charged on a time and materials basis at the G-Cloud daily rate.

With regards to extending the contracts for a short term period basis post end of contract this can be facilitated in quarterly periods, note however that hosting and service charges may be higher for short term contracts.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We have a mobile optimised site for CBL bidding.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
The back office is customised to meet the client requirements, so that it meets the housing policy and lettings plans. The front facing customer housing portal is fully content managed by the client.

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
Available on request.
Reporting types
  • Regular reports
  • 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
Supplier-defined controls
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
User can control the display order of fields in the report drilldown and export to make it easier to see and set the fields included in these areas.

Screens have been added to the report builder allowing the drilldown and export fields to be maintained en masse. This page has the option to display fields by export or drilldown order and gives the user a clearer idea of the end result before exporting.

Report data can be easily exported to Excel for further analysis if required.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Web Services
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • , Web Services

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

Availability and resilience

Guaranteed availability
Civica's standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieved then a service credit regime will come into force.
Approach to resilience
Available on request.
Outage reporting
Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate.

Scheduled maintenance will occur outside the hours of 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.

Both planned and unplanned outages will be included in standard service reports.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
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 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

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
Trustwave
PCI DSS accreditation date
01/08/2018
What the PCI DSS doesn’t cover
Our certification covers Civica Payments software only.
Other security certifications
Yes
Any other security certifications
  • ISO 22301
  • Cyber Essentials Plus
  • PCI - DSS
  • DSTP (NHS Service Provider)

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
PCI-DSS
DSTP (NHS Service Provider)
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'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 v3.2 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 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
£18900 per licence per year
Discount for educational organisations
No
Free trial available
No

Service documents

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