Civica UK Limited

Civica HR and Payroll Self-Service

Civica HR Payroll Self-Service module is an intuitive web-based portal where employees can securely access tailored HR and Payroll information and make updates, bookings and requests 24/7. The system is designed for use with Civica HR with additional features being available where Civica Payroll/Time & Attendance are also used.


  • Web-based dashboard interface
  • Company messages and policy documents and process management and reminders
  • Pay and benefit details with total reward statement
  • Digital authorisation and sign-off
  • Surveys and questionnaires
  • Personal data review and update
  • Holiday and absence management/performance reviews inc starter/leavers
  • Risk assessments
  • Training and CPD
  • Recruitment requisition and shortlisting, vacancy publishing and applications


  • Reduce administration by delegating tasks and automating processes
  • Improve employee engagement by enabling ownership of activities and data
  • Improve data accuracy and policy adherence
  • Access real-time insight into absence and other KPIs


£1720 to £6541.25 per instance per month

Service documents


G-Cloud 11

Service ID

5 1 7 5 1 0 2 6 6 8 7 0 2 1 0


Civica UK Limited

Civica UK Limited


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 Civica Self-Service is part of our HR & Payroll suite which also 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

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 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 HR & Payroll’s customer support is based in Milton Keynes. 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 No

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
- 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 Yes
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Our mobile app has been designed to work on mobile, though currently the core product does not.
Service interface No
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 Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
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 Yes
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
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 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 CSV
Data import formats
  • CSV
  • Other
Other data import formats Civica Payroll Portal

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)
  • 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

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
  • 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 Plus

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 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 Yes
Connected networks Other
Other public sector networks
  • SIMS


Price £1720 to £6541.25 per instance per month
Discount for educational organisations No
Free trial available No

Service documents

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