Civica UK Limited

Civica OpenRevenues

Civica OPENRevenues is Revenues and Benefits IT solution rivalling Capita and Northgate. The administration of council tax, business rates, housing benefit, council tax reduction, sundry debts and local welfare assistance. Supporting digital transformation for citizen self-service with automated end to end processing.

Features

  • Comprehensive revenues and benefits administration features
  • Integrated document management and workflow
  • Citizen portal access to claim and account information
  • Integrated welfare assistance/fund administration
  • Free school meals assessment
  • End-to-end process automation
  • Legislatively compliant solution
  • Two way integration with all linked services
  • Government returns generated in required format
  • Remote worker access

Benefits

  • Reduce back office resource through update automation
  • Improved service through comprehensive channel shift options
  • Realise cashable savings through e-billing
  • Process efficiencies through integrated EDM
  • Easy system reconfiguration to meet ever changing service demands
  • Reduced cost shared services configuration
  • Real time performance management information
  • Promotes digital transformation
  • Legislatively compliant solution

Pricing

£139 a unit a month

Service documents

Framework

G-Cloud 12

Service ID

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

Contact

Civica UK Limited Civica UK Limited
Telephone: 01132441404
Email: g-cloud@civica.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
A whole range of Civica software please ask for further information.
Cloud deployment model
Private cloud
Service constraints
Deployment of the service to the users’ desktops is via Citrix, which is also used for remote working access to the service.
System requirements
  • Progress OpenEdge Enterprise RDBMS databases licenses
  • Progress OpenEdge AppServer Enterprise licenses
  • GhostScript
  • Kofax VRS
  • Microsoft Office

User support

Email or online ticketing support
Email or online ticketing
Support response times
The severity of the call will determine the maximum response time; The severity is set by the criteria below:

1. Business Critical
2. Major Operational
3. Minor Operational
4. Inconvenience
5. System not impeded

The support desk will provide an initial response to all support calls as follows –

Severity 1 - Within 60 minutes of logging the call with Civica.
Severity 2 - Within 3 hours.
Severity 3 - Within 9 hours.
Severity 4 - Within 18 hours.
Severity 5 - Within 18 hours.

The support desk is open between the hours of 9.00am to 5.00pm Monday to Friday.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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 will respond to application related incidents as below and will take all reasonable steps to achieve a resolution within target timescales. Civica will respond to incidents relating to availability of cloud services in an accelerated timeframe: Level 1 - 2 working hours - 1 working day. Level 2 - 2 working hours - 5 working days. Level 3 - 2 working hours - 30 working days. Level 4 - 2 working hours - 60 working days. Level 5 - TBA

Support Hours
Civica proactively monitors the infrastructure during the service hours, with our monitoring teams being automatically alerted to significant events. If a severity 1 Incident is observed by the team, i.e. a service-down failure, on-call engineers proactively work to resolve the problem promptly.

Reactive support is available from the Civica Service Desk via:
- Email – Support Requests/Incidents are logged 24x7x365 and actioned during support hours;
- Web portal – available 24x7x365 for logging and reviewing progress of Service Requests /Incidents. New requests are actioned during support hours;
- Telephone – the Desk can be contacted directly during Support Hours.

Support Hours are 09:00 to 17:00, Monday to Friday, excluding English public holidays
Support available to third parties
No

Onboarding and offboarding

Getting started
For users to start using Civica OPENRevenues there will be a system migration from the current service supplier which will be user acceptance tested and signed off. The system migration will be run over a number of iterations to refine the quality of the converted data. During the implementation period training will be provided onsite on a train the trainer basis. Civica can provide training for all staff at additional cost. Interface requirements will also be covered off during the implementation period. Civica will provide project management, based on Prince 2 principles, and module consultants for this period with floor walkers being on site at go-live.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
ODBC database connections enable the data to be dumped out for onward use by the user. Alternatively they can engage with Civica for professional services to extract the data.
End-of-contract process
The data is the customer's property but no services or data extract programmes are provided to the customer as the end of contract as part of the contract price. These items will be provided at extra cost if required. The customer can continue to use the system as a display only system subject to a new display only contract being granted.

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
  • Linux or Unix
  • Windows
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Civica provides a browser based interfaces for performing all tasks within the system. Access is controlled by User Permissions, which define the modules that users can access and the tasks they can perform.

Civica provide public access to the system via web portals for enquiries regarding invoicing and payments; this is controlled by specific user names and passwords and is a read only function.
Accessibility standards
None or don’t know
Description of accessibility
The service is accessible through a browser and all system functionality is available from account and transaction creation to payments. There are a number of administration functions that are performed through an secure FTP service, these included data load and export from and to alien system (Cash Receipting, Financials, HR etc.)
Accessibility testing
Civica is currently in the process of ongoing development and testing to ensure that we meet the government guidelines for accessibility standards for existing and new sites as per the dates set out in the government guidance “Make your public sector website or app accessible” issued 5th February 2019.
API
Yes
What users can and can't do using the API
Dependant on application/module
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The citizen self-service and associated forms can be customised. Customisation is controlled through parameter tables in the main system. The product supports customisation of key html attributes, text, creation and deployment of messages, creation and deployment of links to forms and other internal and external web pages, and layout of messages and links on individual web pages. Customisation is limited to those users granted the appropriate security access as defined through the standard product security controls.

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 throughput.

Analytics

Service usage metrics
No

Resellers

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
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
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
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 export approach
OPENRevenues provides a number of standard data extracts in pre-set formats run through system jobs. This covers all interface extracts and government returns. Ad-hoc extracts can be generated through the OPENQuery report writing tool. Data transport uses nationally defined protocols and formats.
Data export formats
  • CSV
  • Other
Other data export formats
.txt, .xml, .rtf, .jpeg, and html5
Data import formats
  • CSV
  • Other
Other data import formats
.txt, .xml, .rtf, .jpeg, and html5

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
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
Yes
User authentication
Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels
Two factor authentication.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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
Yes
Who accredited the ISO/IEC 27001
ISOQAR
ISO/IEC 27001 accreditation date
06/12/2017
What the ISO/IEC 27001 doesn’t cover
NA
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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

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
No

Pricing

Price
£139 a unit a month
Discount for educational organisations
No
Free trial available
No

Service documents