Civica UK Limited

Civica SLAM

The provision of our cloud hosted, Fully Managed Civica SLAM System. The system includes our inherent automation functionality and powerful Microsoft Power BI reporting and analytics capability.

Features

  • Contract Management
  • Income Planning
  • Automated Invoicing
  • NHS National Tariff Payment System (NTPS) Applicaton
  • Activity against plan analysis
  • Flexible and secure cloud deployment
  • Managed Platform

Benefits

  • Fully managed platform, no additional overhead costs
  • Flexible processing resource supplying high performance at a lower cost
  • Fully automated processing
  • Reliable tariff application, validated by 120+ other acute organisations
  • Powerful reporting tools for dashboarding, comparison and scenario modelling
  • Pre-defined national rules, yet highly configurable for local policies
  • Highly efficient automated invoicing system

Pricing

£3500 per unit

Service documents

Framework

G-Cloud 11

Service ID

4 2 0 1 7 9 6 5 7 7 3 4 5 2 7

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
Civica SLAM can be combined with Civica CostMaster (our patient level costing solution) to produce Service Line Reporting (SLR)
Cloud deployment model
Private cloud
Service constraints
The number of concurrent users of the application will be limited to your agreed amount. Planned maintenance will be agreed in advance, and preferred to be completed out of business hours with minimal disruption to service.
System requirements
  • An SFTP Client
  • An Internet Browser
  • An Internet connection

User support

Email or online ticketing support
Email or online ticketing
Support response times
Weekend support is only available on request and would be subject to an additional charge.
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
Yes, at extra cost
Support levels
Our standard support levels are as follow:

Severity level 1 - Software failure - user unable to work - 1 working hour to initiate diagnosis & 4 working hours (from Response Time) to resolve or provide a workaround solution

Severity level 2 - Software failure – user unable to perform some key tasks - 4 working hour to initiate diagnosis & 8 working hours (from Response Time) to resolve or provide a workaround solution.

Severity level 3 - Intermittent software problem – user still able to perform key tasks - 8 working hours to initiate diagnosis and 3 working days (from Response Time) to resolve or provide a workaround solution.

Severity level 4 - Information request – no impact on the user - 1-2 working days to provide initial update and up to 1 working week to provide information/advice

The cost is included in the monthly fee.

Technical support is provided via a team on the Civica Service Desk and an Account Manager is allocated to every customer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Training is provided on-site as part of the standard implementation process. Full User documentation is available for all customers to download from the Civica UserBase
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Chargeable data extraction service can be provisioned at the end of a contract. Data can be provided as .csv, database backups or model extracts, service would be dependant on format, required destination and data volume.
End-of-contract process
Prior to the end of contract, it will be the customers responsibility to extract any data in the system, utilising the standard export tools provided with the application. It is the customers responsibility to ensure any data required is extracted prior to the date of contract termination. Should the customer require any assistance with data extraction, then assistance can be provided at the then standard daily consultancy rate. Within 24 hours following contract termination, all data held on the systems and any backup data held will be deleted in its entirety, in line with Civica’s data security policies, agree in contract with the customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Number of users, scale of reporting licenses

Both can be increased for wider implementation if required

Scaling

Independence of resources
Limited multi-tenancy of resources. Public cloud utilised to provision additional resource for critical processes when required.

Analytics

Service usage metrics
No

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
For data extracts users can produce a flat file that can be sent to local servers or data warehouses via FTPS. Bulk reporting tools also included - Power BI and internal query reporting (PvA browser).
Data export formats
CSV
Data import formats
CSV

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 achieve 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
  • 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 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
PCI certification
Yes
Who accredited the PCI DSS certification
EMEA Global Compliance and Risk Services
PCI DSS accreditation date
11/08/2016
What the PCI DSS doesn’t cover
Civica UK's certificate is Level 1 - Service Provider.
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO22301
  • 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
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
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
NHS Network (N3)

Pricing

Price
£3500 per unit
Discount for educational organisations
No
Free trial available
No

Service documents

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