Civica UK Limited

Civica Experience

Experience is the leading real-time platform for capturing, analysing and reporting on patient and staff experiences including the NHS Friends and Family Test. It provides multi-channel data collection, bespoke reporting, a unique solution for automated free-text analysis of patient comments, and is built in partnership with our NHS clients.


  • Secure cloud-based hosting of system and data
  • Bespoke configuration including organisation hierarchy, surveys, reports, and dashboards
  • Multi-channel: Online/Offline, Email, SMS, IVR, Tablet, Kiosk, Paper, QR, NFC
  • Unlimited surveys with survey library and survey creation tools
  • Captures patient and staff feedback including Friends and Family Test
  • Real-time quantitative and qualitative analysis and reporting including UNIFY2
  • Automated free-text analysis of patient comments
  • Unlimited user accounts with roles-based access
  • Action manager and automated data-driven alerts
  • Unlimited customer support and continuous system evolution


  • Provides meaningful real-time analysis and reports tailored to individual users
  • Provides unrivalled free-text analytics of patient comments
  • Delivers actionable insights that matter
  • Helps prioritise risk areas and drives service improvement
  • Leverages feedback to improve quality, safety and experience of care
  • Reduces time, reduces costs, and drives efficiencies through automation
  • Modular solution and competitively priced
  • Future proofed: continuous development and informed by sector
  • Fully managed end-to-end service, customer support and training
  • From an ISO27001, ISO9001, DSPT, MRS certified supplier


£9995 per unit

  • Free trial available

Service documents


G-Cloud 11

Service ID

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


Civica UK Limited

Civica UK Limited


Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
Internet Access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within an hour during normal business hours. If at weekend, within an hour of the next business hour commencing.
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
Telephone, screen sharing or onsite if needed (rare). If a callout is required for e.g. additional training then the charge is £695 per day plus travel/disbursements. Technical callouts are not needed.
Support available to third parties

Onboarding and offboarding

Getting started
Telephone and Helpdesk continual support, onsite initial training session, user guides, annual user groups.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Word
  • Videos
  • FAQ's/Dropdown boxes
End-of-contract data extraction
MES will undertake a full extract of the data and securely provide to the client in the desired flat file format. Once received and confirmed, we will then securely delete all data held on MES servers and shut the system down, providing written confirmation that such action has been taken.
End-of-contract process
If a client chooses not to renew, then once written confirmation is received, we will agree a date on which we are to carry out the data extract. Once carried out it is then securely provided to the client. Upon confirmation that all is in order, we then clear the system and shut it down, providing written confirmation to the client that this has taken place and that we are no longer in possession of any of their data that we once held. There is no additional fee for this.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Service interface
Description of service interface
Secure accessed internet supported by email and telephone.
Accessibility standards
None or don’t know
Description of accessibility
Via Internet
Accessibility testing
Customisation available
Description of customisation
Pages, surveys and reports are highly configurable. A project setup document and appointment discussions will define the scope of the build and any necessary configuration.


Independence of resources
Regular testing and enhancement of service and hardware. Uptime and performance assurances are provided in SLAs.


Service usage metrics
Metrics types
Upon request we can report on usage of the system with various variables.
Reporting types
Reports on request


Supplier type
Reseller (no extras)
Organisation whose services are being resold

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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
MES Experience uses a filtering system for users to define very accurately the data they want. They can then extract either in .xsl, .csv, PDF and other formats.
Data export formats
  • CSV
  • Other
Other data export formats
  • Xsl
  • PDF
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
IPsec or TLS VPN gateway
Data protection within supplier network
IPsec or TLS VPN gateway

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
Email alerts.

Identity and authentication

User authentication needed
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Username and password plus internal processes, audited in accordance with ISO 9001 and ISO 27001 protocols.
Access restriction testing frequency
At least every 6 months
Management access authentication
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 Plus
  • ISO 22301
  • ISO 9001 - this includes elements in and around security

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Plus
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
MES Experience has 1-2 version releases per year. Each release is documented and all MES Experience clients are provided with the latest version of the platform.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Available on request
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Available on request
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
Incidents are captured and reported on as per our ISO 27001 and ISO 9001 procedures. Incidents will be reported through the Engage system or by telephone or email reports. Once a case is investigated a report will be produced and considered at the next available executive management meeting.

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


£9995 per unit
Discount for educational organisations
Free trial available
Description of free trial
Lite version of the solution in demo mode.

Service documents

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