Civica UK Limited

Civica Housing Cx - Housing Management System

Civica Housing Cx is a completely Web Based Housing Management System. It is inherently mobile working on any device, anywhere. With full CRM and Communications Engine the system effectively manages residents, tenancies, rents, service charges, repairs, voids and allocations. The system supports channel shift with standard Contractor and Tenant Portals.

Features

  • Supports channel-shift agenda
  • Web-based solution for straightforward implementation
  • Modern housing management system providing an enhanced user experience
  • Easy to use with an intuitive interface
  • Device agnostic, supporting mobile & flexible working
  • Reduce administration through automation & channel shift
  • Single view of business critical data to make informed decisions
  • Supports customer consent, communication is by preferred method
  • An enhanced customer experience using multi-channel communications

Benefits

  • Modern Housing Management system increasing productivity
  • Easy to use with modern intuitive interface
  • Increasing service through mobile working face to face
  • Cutting costs through resident and tenant self-serve
  • Improving communications though automation and channel shift
  • Increasing business intelligence to inform effective decisions
  • Communicate with service users more effectively

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Some down time is required for scheduled maintenance and upgrades.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support issues can be submitted 24 hours by email and portal. Telephone support is 8am to 6pm Monday to Fridays except for public Bank Holidays.
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 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 Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On-Boarding
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2.
• Customer completes standard registration/order
• Customer provides file containing user profiles for loading
• Customer provides data files for loading
• User interface configuration requirements agreed
• System installation time is based on number of users, data ingestion and connectivity. Specific configuration and integration requirements to be agreed with the customer following installation
• Implementation costs and timescales finalised based on configuration requirements
• Specification for any dedicated communication links agreed and plan provided
• Training given to customer staff
• Service commencement
• Post-commencement project meeting(s)

Off-Boarding
Customers must provide 3 months’ notice of termination. Following completion of a service termination form an exit plan will be agreed including data extract arrangements.
Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.
After contract termination all live client data will be deleted. All customer specific backups will be destroyed. There is an additional charge for providing individual backup services.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Documentation is in electonic format held as HTML5 documentation in the application. Once access is given to the application all documentation is availble to assist in the onboarding and offboarding of the system.

The help is contextual and will automatically present the relevant topics based on what a user is currently doing within the system.
End-of-contract process Customers must provide 3 months’ notice of termination. Following completion of a service termination form an exit plan will be agreed including data extract arrangements.

After data is extracted and contract termination all live client data will be deleted. All customer specific backups will be destroyed. There is an additional charge for providing individual backup services.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 All the functionality that is provided on desktop service is available on mobile devices.
API Yes
What users can and can't do using the API Each module within the system is accompanied by a comprehensive web service API. The API provides the ability to both retrieve data and to update/create entities within the system.

Users are required to loginto the API and restrictions are based on the role assignment a given user has been granted through the application.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customers have a range of modules that they can select to meet their individual business requirements. Each module is parameterised and can be configured to meet customers needs. Consultancy services are avilable from the vendor to configure the system and users can configure and reconfigure the system to meet their changing business requirements.

Scaling

Scaling
Independence of resources Cx is hosted in one of 2-ways on the Microsoft Azure cloud:

IaaS infrastructure based on Virtual machines dedicated to a specific user. We can dynamically scale the infrastructure on Virtual machine resource sizing/number of application nodes beyond an Azure load balancer.

Service Fabric in a multi-node cluster. Resource utilisation is monitored automatically using Microsoft Service fabric framework allowing applications/resources to be seamlessly moved to the nodes/servers under the least amount of load, ensuring the most efficient use of resources. Additional nodes are automatically spun up during peak-times to ensure increased load on the system doesn't affect the customer experience.

Analytics

Analytics
Service usage metrics Yes
Metrics types The customer facing elements of the solution can use Google Analytics to measure and report on service metrics. The headers and footers are customisable allowing customers to embed customer specific Google Analytics tags within these components during the configuration stage which will therefore provide full Google Analytics capabilities.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 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 importing and exporting
Data export approach Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks For mobile users data is protected at rest with AES 256 bit encryption
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

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

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)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access is restricted through needing a valid user name and password to access support channels and where possible this is accompanied by an RSA token (or equivalent).

All users have named accounts and a dedciated RSA access fob (or equivalent) which by default are disabled. User must request access from super users who have the access to enable individual accounts for a specific period of time.
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)
  • 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 User-defined
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 Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISO QAR
ISO/IEC 27001 accreditation date 06/12/2017
What the ISO/IEC 27001 doesn’t cover We meet the full requirement of the ISO/27001 accreditation.
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 N/A - Level 1 service provider
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 22301

Security governance

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

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. Any changes are assessed through ISO27001 to ensure that they dont have a potential security impact.
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

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £282023 per instance
Discount for educational organisations No
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 pdf document: Modern Slavery statement
Service documents
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