Civica UK Limited

Civica Payroll

Civica Payroll is cloud-enabled. It provides software, streamlines managing and processing commercial, education, local government and CIS payrolls, pensions and benefits. Its flexibility and multi-company structure make it equally well suited to both in-house and shared or client-service processing.


  • Multi pay group dashboard
  • Government Gateway integration
  • Multi-company and post-driven
  • Payroll scheduler
  • Detailed pay group settings
  • Payslip and cheque designer
  • Intuitive and detailed reporting
  • Quick view calculations
  • Occupational and statutory absence management and Pensions and auto-enrolment
  • Highly flexible input options


  • Reduce risk with HMRC compliance
  • Increase efficiency with automation and connected data.
  • Ensure accurate statutory payments
  • Automate workplace pensions eligibility and enrolment
  • Easily manage the Apprenticeship levy
  • Drastically reduce payroll administration time through process automation
  • Reduce environmental impact with the use of e-payslips, P60s/P11ds
  • Improve insight with detailed reporting
  • Accurate data including Gender Pay Gap metrics and charting
  • Engage employees-optional self-service pay documents/mileage/expenses claims


£2,383.93 to £7,649.10 an instance a month

Service documents

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G-Cloud 12

Service ID

4 2 6 9 4 1 3 1 2 7 5 0 8 9 5


Civica UK Limited Civica UK Limited
Telephone: +44 (0) 3333 214 914

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 Payroll is part of our HR & Payroll suite which features fully integrated human resources and time management modules, which can be used in combination or standalone and includes the latest digital employee engagement technologies and managed payroll services.
Cloud deployment model
Private cloud
Service constraints
Our third party cloud provider is responsible only for the hardware and OS. Responsibility for access (firewall config) and Civica HRP support will be discussed at point of sale discussion.
System requirements
  • MS SQL Licences (can support SQL Express)
  • Macafee Antivirus (optional – AV of choice for UK Fast)
  • MS Office (optional – mailmerge etc)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Civica provides a telephone support service for the investigation of Customer queries, incidents and change requests.
Support Hours are 9.00 am to 5.00 pm Monday to Friday.
Target response and resolution times will be applied to all support calls and requests, based on a priority basis:
1. Business Critical Impact
2. Major Operational Impact
3. Minor Operational Impact
4. Minor Operational Inconvenience
5. System Operation is not impeded
Details of these will be agreed within the contract.
An online userbase with support documents, how to videos and user guides is also available 24hours a day.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Modern technology and dial in facilities are utilised by the support team to ensure a rapid response to client queries. Our support team is available to assist between the hours of 09:00 and 17:00 Monday to Friday, excluding statutory holidays in England and Wales. Out of hours support contracts are available upon request. Support is provided via the following mechanisms:

Remote dial-in
Regular e-newsletters

Eighty-eight per cent of all support calls are cleared with 1 hour and our clearly defined escalation procedures ensure that we have never had a non-processed payroll.

Each Civica HR & Payroll client benefits from the services of a dedicated Account Manager. While our helpdesk team are on hand to deal with day-to-day enquiries, your Account Manager is your central point of contact here at Civica. Their role is to keep the lines of communication open and to work with you to ensure that you are getting the most out of your Civica HR & Payroll software.
Support available to third parties

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
- System installation
- Specific configuration and integration requirements to be agreed with the customer following installation and in line with contract
- Specification for any dedicated communication links agreed and plan provided
- Training given to customer project team
- Scoping and configuration workshops planned with Civica consultant.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
Online Userbase videos
End-of-contract data extraction
Data can be extracted in agreed formats. 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.
End-of-contract process
Following completion of a service termination form an exit plan will be agreed including data extract arrangements. After data is extracted and the contract has been terminated, all live customer data will be deleted. All customer specific backups will be destroyed. There is an additional charge for providing individual backup services.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Compatible operating systems
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
What users can and can't do using the API
The Civica HR & Payroll Web API allows developers to communicate with Civica HR & Payroll software products quickly and efficiently and manipulate the data help, regardless of platform. It provides an easy way to implement RESTful web services using the .NET framework. It is especially helpful in web application development, enabling HTTP services to reach out to a broad range of clients including browsers, devices and tablets.

The API has over 200 methods that can be invoked to hook into the database. Comprehensive details are provided in the developer guide provided at point of sale.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
The software is fully configurable to enable users to customise this to their needs, with user defined fields available for those data captures which are not already included within the product. Our implementation will train your users how to customise the software, so that customers can update their own configuration once live, without the need for Civica's involvement where this is standard functionality.
Any bespoke development work is not included, and would be an additional charge.


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
Metrics types
Service metrics can be customised in a number of ways including reporting and dashboards in a number of areas of the system. There is also an additional API that users can purchase to provide another way to provide this data in alternative solutions and integrations.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
  • Encryption of all physical media
Data sanitisation process
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
Data can be extracted in agreed formats via the inbuilt reporting capabilities in the software. A number of standard reports are available, and users can also customise their reports to include calculations to export.
Data export formats
Data import formats

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
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
• Communication with the database is using standard Microsoft ADO over TCP/IP, for Windows.
• For Self Service, this can be installed as a secure website (HTTPS) which automatically encrypts the data.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Cyber Essentials
  • ISO22301

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Cyber Essentials

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
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
Connected networks
Other public sector networks
  • SIMS


£2,383.93 to £7,649.10 an instance a month
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.