Civica Digital360 Portal
Digital360 Portal is a responsive portal designed specifically for local authorities to empower their customers to interact online 24/7. A cost effective self-service provision shifts enquiries and transactions online, streamlines activities and facilitates true end-to-end digital service delivery going beyond channel shift; driving efficiency savings fully supporting your digital strategy.
- Fully responsive portal design across all devices and browsers
- Intuitive navigation and user experience customised to your brand
- Portal registration and My Account facility
- Secure self-service account for each customer
- Single sign-on for access to all permitted council services
- Delivers real time updates and transaction status tracking
- Configurable components such as dynamic forms and workflows
- Integrated GIS reducing avoidable contact
- Automation and real time integration to back-office systems
- Comprehensive management reporting
- Scalable and flexible corporate portal solution
- Tangible savings and reduction in costs
- Increased operational efficiencies
- Improved customer satisfaction by delivering consistent service
- Supports your digital strategy and channel shift strategies
- Drives take up of online services providing 24/7 access
- Improved customer engagement, experience and satisfaction
- Personalised customer centric self-service provision
- Efficient and effective end-to-end service fulfilment
- Drives down avoidable contact and helps manage demand on services
£35000 to £55000 per unit
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Civica UK Limited
Civica UK Limited
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Service constraints||Access to Digital360 EDM is available on a 24x7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer, with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks.|
|System requirements||This will be scoped as part of the contract mobilisation.|
|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 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|
|Support available to third parties||No|
Onboarding and offboarding
Civica offers a complete range of training services for Digital360 Portal and will conduct a Training Needs Analysis with new customers prior to commencement. Training is provided on-site at the customer premises with the equipment agreed in advance. All training documentation is provided by Civica. Staff are trained to enable them to update, change and build upon the solution implemented using the tool sets provided.
Civica’s standard training schedule is 12 days but has the flexibility to be tailored for additional services. It will be structured to provide practice time during the training, with sessions held at a suitable time apart to allow for information gathering and set-up. Each module includes practice time and each course will run from 09:30 to 16:30.
The specific methods to be used are agreed at the outset of the project including:
● Classroom training held at the customer’s premises or in one of Civica’s dedicated training facilities.
● Use of customised training environment, configuration and data set to allow the training to be based on the customer’s specific implementation of the solution.
● Some eLearning materials distributed using external media or the internet.
● Shorter training courses can be delivered via Skype or WebEx.
|End-of-contract data extraction||
All service customer data and citizen user accounts are stored in an industry standard proprietary relational database on a storage platform appropriate to the Impact Level of the solution.
All customer generated data is returned to the customer. This is held in three possible places on the system:
• live database and active directory
• backup on the primary site
• secondary disaster recovery database and active directory.
All service customer data and user accounts shall be supplied to the customer using the export format of the industry standard proprietary relational database.
Where data is held within the Active Directory of the solution this shall be exported as a CSV file.
These files of data are compressed and transferred via a secure courier using either removable disk or optical media (encrypted as appropriate) to the customer's Primary admin contact address which must be within the UK. The costs for this are determined on a case by case basis and shall be dependent upon the amount of data, media extracted to and security level required.
Civica shall destroy all live and backup copies of the data within our control and provide written confirmation to the customer that this has been performed.
In order to ensure that a smooth and effective handover is possible at the end of the contract or on early termination, a framework needs to be agreed prior to the contract commencement that provides both parties with a clear indication of the areas for which they will be responsible when the contract ceases.
To provide both parties with the necessary assurance that a successful handover can be achieved within the provisions of the contract, this framework should identify all of the main areas in which detailed arrangements need to be made in advance of the contract commencement. Should there be any areas where it is not possible to agree in advance, as some issues will be dependent on the circumstances at the time, these will need to be agreed following notification of termination.
Civica’s price contains provision for discharging these responsibilities comprehensively in the event of the termination/expiry of the contract, which is based on our experience as a long-standing service provider to the public sector in the area of revenues and benefits administration.
Using the service
|Web browser interface||Yes|
|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.|
|What users can and can't do using the API||Dependant on application/module|
|API documentation formats||
|API sandbox or test environment||No|
|Description of customisation||
Yes buyers can customise the service.
At an account/case level, the service has ample configuration to allow buyers to customise the solution to meet specific requirements and extra fields for example.
As well as this, the incumbent process map editor ensures users are using and taking the right steps and procedures of any process by building the process map within our own internal editor allowing all buyers (where they are a system administrator) to customise and define their own processes to meet any level of business requirements.
In addition to this, user level configuration is also available in order for standard users to customise the service should that person have accessibility issues such as colour blindness for example. User level configuration is available to all users to enhance their experience of using the service and also can be used to bring forward prevalent areas of the system dependant on the users role.
|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.
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||As part of this framework, users can export their data using Civica's Document & Data Extraction tool. This module can be used when the user wants to extract documents and data out of the Civica system.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
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 achieve then a service credit regime will come into force.|
|Approach to resilience||Available on request.|
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|
|Access restrictions in management interfaces and support channels||Two factor authentication.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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|
|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||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Cyber Essentials Plus
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.|
|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.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Connected networks||Public Services Network (PSN)|
|Price||£35000 to £55000 per unit|
|Discount for educational organisations||No|
|Free trial available||No|