Civica UK Limited

Civica Cx Trading Standards

Cx Trading Standards delivers local authorities an intelligent regulatory services solution, enabling management of inspections, complaints, samples, notices and other investigations. Designed with local authorities, Cx enables intelligent case association ensuring awareness of related incidents. It offers efficiencies via workflow and document automation e.g. communication - and decision making.

Features

  • Intelligent case linking to increase awareness and reduce duplication
  • Workflows for consistency of outcomes and automation of processes
  • Enables shared service, joint or partnership working
  • Communications engine supporting letter, email, SMS and Twitter
  • Browser based design enabling agile and remote working
  • Comprehensive management reporting
  • Pre-packaged components such as forms and workflows
  • SLA driven approach ensures prioritisation of workload
  • Automated receipt of complaints from SCAMS, CitA and CACS
  • Customisable officer and management dashboards

Benefits

  • Increases intelligence through awareness of associated cases
  • Automate administrative tasks and decisions lowering service costs
  • Ready to use out of the box
  • Improved customer satisfaction by modern communication methods
  • Supports your digital strategy and channel shift strategies
  • Supports cost modelling and recharging of services
  • Consolidated view of all activity relating to any contact/case
  • Rapid deployment time and fast initial user adoption
  • Cloud-based solution supports field based officers
  • Control of data access through role based security

Pricing

£4331 to £7301 per instance per month

Service documents

Framework

G-Cloud 11

Service ID

5 3 9 1 3 8 0 5 1 4 3 5 3 2 1

Contact

Civica UK Limited

Civica UK Limited

01132441404

g-cloud@civica.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Some down time is required for scheduled maintenance and upgrades
System requirements
  • SMS and Twitter integration require relevant licensed services
  • Browser enabled devices
  • Addressing web service integration requires licences
  • Local gazetteer integration requires local service installation
  • EDM integration requires local service installation

User support

Email or online ticketing support
Email or online ticketing
Support response times
Each call is allocated a priority as follows: 1. Business Critical impact 2. Major Operational impact 3. Minor Operational impact 4. Minor Operational inconvenience 5. System Operation not impeded
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
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
This is currently in progress.
Onsite support
Yes, at extra cost
Support levels
Severity Target Response (working hours) Target Fix
1 2 1 working day
2 2 5 working days
3 2 30 working days
4 2 60 working hours
5 TBA Case-by-case basis

We offer an enhanced SLA, details available on request.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Civica offers a complete range of training services for Civica Cx and will conduct a Training Needs Analysis with new customers prior to commencing the training programme. Training is provided on-site at the customer premises with the equipment agreed in advance. All training documentation is provided by Civica. Staff are trained to enable them to update, change and build upon the solution implemented using the tool sets provided.
The specific methods to be used are agreed at the outset of the project including:
● Classroom training held at the customer’s premises or in one of Civica’s dedicated training facilities.
● Use of customised training environment, configuration and data set to allow the training to be based on the customer’s specific implementation of the solution.
● Some eLearning materials distributed using external media or the internet.
● Shorter training courses can be delivered via Skype or WebEx.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All service customer data and citizen user accounts are stored in an industry standard proprietary relational database on a storage platform appropriate to the Impact Level of the solution.

All service customer generated data is returned to the customer. This is held in three possible places of the system within the:
• live database and active directory
• backup on the primary site
• secondary disaster recovery database and active directory.

All service customer data and user accounts shall be supplied to the customer using the export format of the industry standard proprietary relational database.

Where data is held within the Active Directory of the solution this is exported as a CSV file.

These files of data are compressed and transferred via a secure courier using either removable disk or optical media (encrypted as appropriate) to the customer's Primary admin contact address which must be within the UK. The costs for this are determined on a case-by-case basis and shall be dependent upon the amount of data, media extracted to and security level required.

Civica shall destroy all live and backup copies of the data within our control and provide written confirmation to the customer that this has been performed.
End-of-contract process
In order to ensure that a smooth and effective handover is possible at the end of the contract or on early termination, a framework needs to be agreed prior to the contract commencement that provides both parties with a clear indication of the areas for which they will be responsible when the contract ceases.

To provide both parties with the necessary assurance that a successful handover can be achieved within the provisions of the contract, this framework should identify all of the main areas in which detailed arrangements need to be made in advance of the contract commencement. Should there be any areas where it is not possible to agree in advance, as some issues will be dependent on the circumstances at the time, these will need to be agreed following notification of termination.

Civica’s price contains provision for discharging these responsibilities comprehensively in the event of the termination/expiry of the contract, which is based on our experience as a long-standing service provider to the public sector.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Cx is inherently mobile through responsive design, meaning that full system access is achievable on tablet devices. The user interface can be customised via role permissions, to give mobile workers a more appropriate view of the system (i.e. access only to the parts pertinent to their role).
Service interface
No
API
Yes
What users can and can't do using the API
The API can be used to create and populate data records within Cx, for example create / update licence cases. It can be used to query the system for information related to specified entities.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Administrators can define user defined fields on most entities within the system, can control levels of access including customisation on tab presentation.
Users can customise dashboards, views of tabular data, the colour theme of Cx and the intial presentation of core entities.

Scaling

Independence of resources
Currently, each customer has their own environment.

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
European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
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 export approach
Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.
Data can be exported into CSV files from grids managed within the system.
Data export formats
CSV
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
Other
Other protection within supplier network
Private software defined networking.

Availability and resilience

Guaranteed availability
Cx is built on the Microsoft Azure cloud platform that is backed by guaranteed availability levels of 99.99%. This provides geo-redundant data centres to ensure a high level of resilience.
Approach to resilience
The Azure datacentres are built to industry leading standards and provide built in resilience within their design.
Outage reporting
Cx is built on the Microsoft Azure platform which has a public dashboard for outages of their systems. Civica will manage any software outages where appropriate. Any scheduled maintenance will be performed outside of the normal contracted hours.

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
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)
  • Username or password
  • Other
Description of management access authentication
As per above.

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
ISO QAR
ISO/IEC 27001 accreditation date
06/12/2017
What the ISO/IEC 27001 doesn’t cover
We meet the full requirement of the ISO/27001 accreditation.
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

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
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 Database. This database 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 implement and review against best practices to secure against known threats and vulnerabilities, focussing on the OWASP top 10 vulnerabilities. We perform static code based analysis of potential threats, using Veracode, as well as dynamic analysis using tools such as OWASP Zap.

Civica performs 3rd party PEN testing on all major releases of Cx.
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. Cx is built on top of the Microsoft Azure platform which leads the world in cyber security and allows granularly monitoring of all the solutions from machine access. Civica uses MS Azure WAF to protect and monitor against know vulnerability exploits.
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
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)

Pricing

Price
£4331 to £7301 per instance per month
Discount for educational organisations
No
Free trial available
No

Service documents

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