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

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements Internet Access

User support

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 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 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 No

Onboarding and offboarding

Onboarding and offboarding
Getting started Telephone and Helpdesk continual support, onsite initial training session, user guides, annual user groups.
Service documentation Yes
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Service interface Yes
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 None
Customisation available Yes
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 Yes
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 MES

Staff security

Staff security
Staff security clearance Other security clearance
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 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 No
Equipment disposal approach In-house destruction process

Data importing and exporting

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 CSV

Data-in-transit protection

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

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

Identity and authentication
User authentication needed Yes
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

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

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 N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 22301
  • ISO 9001 - this includes elements in and around security

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
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 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

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


Price £9995 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial Lite version of the solution in demo mode.

Service documents

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