Civica UK Limited

Civica Xpress Electoral Software

Xpress Software provides local authorities throughout the UK with a diverse range of electoral management software and services, including apps, web services and modules that can be installed locally or deployed via virtual environments alongside true cloud components.

Features

  • Register, Election Management
  • Web based Register access and remote system access
  • Mobile Canvassing app
  • Integrated API services
  • Mobile Election application for electronic staffing and PSI/PO applications
  • Automated data matching solutions
  • Full auditing facilities
  • Mapping tool
  • Legislatively compliant throughout the UK
  • Supports Welsh / dual language

Benefits

  • Fully integrated across all products
  • Site licence (allowing for unlimited users across the Council)
  • Sync data dynamically via web services for real-time access
  • AES 256 encryption of sensitive data
  • Integrated report builder with drill down capabilities
  • ISO27001 accredited
  • Cyber Essentials certified
  • CRM integration capabilities
  • Web service model for Register and Election services
  • Integration with print and managed document services within Civica Group

Service scope

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 Other Services extension.
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Xpress Software Licence
  • Signature and Character Recognition software

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times vary depending on the urgency of the request and are prioritised accordingly (see SLA document for further details). Weekend support is only provided during nationwide election periods and are in line with the statutory election timetable.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Via internet
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels We make best endeavours to answer and close all calls at the initial point of contact. We provide the same level of service to all customers with all calls routed through our product support specialists with technical support queries transferred to our dedicated technical team.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Following installation overseen by a dedicated business manager; We offer onsite training, user documentation, a fully comprehensive online help guide and have an initial six day initial user course which has been designed in a train the trainer type style, to enable new users to start using our software and services.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Word
End-of-contract data extraction The users own the data and we will provide guidance and assistance in how to extract the data at the expiration of the contract.
End-of-contract process Included : Information on how data is stored and guidance on how to extract Additional Cost - Any formatting or restructuring of the data that requires bespoke work from our development team.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • Windows
Designed for use on mobile devices No
Service interface Yes
Description of service interface Our application is accessed through the client terminal with login access credentials automatically determined through referencing the active directory.
Accessibility standards None or don’t know
Description of accessibility None
Accessibility testing None
API Yes
What users can and can't do using the API Users can use the API to enable a self service feature through the local authority website to enable electors to answer various queries about their own electoral status as well as make change requests.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation We have a number of add on features that buyers can select in order to customise the core application to meet their requirements.

Scaling

Scaling
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 throughout. Furthermore, hosted web elements of the system are configured in a load balanced environment to ensure distribution of web traffic to manage server load.

Analytics

Analytics
Service usage metrics Yes
Metrics types Real time statistics to enable the buyer to view the latest statistics to support the canvasser process and election staffing process. The MEA module allows the buyer to monitor real-time incident Polling Station reporting and hourly return statistics.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

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 Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Xpress encrypts customer data at rest where appropriate without any action required by the customer. Data is encrypted using AES256 encryption methods. Furthermore, government grade physical access controls are in place at the Tier III aligned data centre complying with relevant security standards and disk level encryption is also implemented.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Initially data is exported to us through a secure FTP. Existing customers either use our internal and secure export service to export data to our parent print company, ERS or they export encrypted data through their own preferred method.
Data export formats
  • CSV
  • Other
Other data export formats
  • TSV
  • MDB
Data import formats
  • CSV
  • Other
Other data import formats
  • DTF
  • TSV

Data-in-transit protection

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

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access is restricted through applying security settings based on the login credentials identified through referencing the Active Directory.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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 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 Between 6 months and 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
  • ISO22301

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Cyber Essentials
ISO22301

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.
Vulnerability management type Supplier-defined controls
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 Supplier-defined controls
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 Supplier-defined controls
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 Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)

Pricing

Pricing
Price £15000 per unit
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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