Civica UK Limited

Civica Cx Citizen Portal

Civica Citizen Portal is a public facing website that links directly with modules in Civica Regulatory Services. Citizens can apply online for licences and log service requests. It supports the upload of attachments links with your payment engine. Forms submitted via the portal auto-populate the back-office of Civica Regulatory Services.

Features

  • Available for licence applications and service requests
  • Workflows for consistency of outcomes and automation of processes
  • Supports the upload of attachments including: mp4/pdf/ jpeg
  • Communications engine supporting letter, email, SMS and Social Media
  • 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
  • Intelligent case linking to increase awareness and reduce duplication
  • Supports digital signatures

Benefits

  • Create your own webforms and publish them instantly
  • 24/7 access for citizens
  • Links directly with your payment engine
  • Mandatory fields ensure only valid applications are accepted
  • No more re-keying as directly populates the Cx back office
  • Tangible savings through digital automation
  • Rapid deployment time and fast initial user adoption
  • Supports your digital strategy and channel shift strategies
  • Citizens can save partially completed forms
  • Add company branding with colour schemes and logos

Pricing

£2,402 to £4,631 an instance a month

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

5 4 2 2 4 8 2 9 6 3 5 3 8 8 3

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
The Citizen Portal is an extension of Regulatory Services. The portal can be used in conjunction with modules in Regulatory Services to apply for licences and to log service demands.
Cloud deployment model
Public cloud
Service constraints
Some down time is required for scheduled maintenance and upgrades.
System requirements
  • CACs requires the Data Motion Adapter
  • Print service needs local service installation

User support

Email or online ticketing support
Email or online ticketing
Support response times
Telephone and Civica Customer Support Portal
Priority 1: within 4 working hours Priority 2: within 5 working days Priority 3: within 10 working days Priority 4: within 20 working days Request for Service: case by case basis An enhanced SLA is available on request.
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
The Civica Support Desk follows ITIL v3 principles of Incident, Problem and Request for Service and is available for both technical and/or application support assistance. Standard business hours are 8.30am – 5.30pm Monday to Friday excluding English Bank Holidays. Each reported Incident upon logging is allocated a level of priority depending upon its Business Impact and Urgency and is investigated in line with the agreed SLA by a team of highly knowledgeable analysts. The telephone service is available during standard business hours and the Civica Customer Support Portal is available 24/7/365. If an Incident is logged outside standard business hours on the Civica Customer Support Portal, then this will be triaged by a Support Analyst the next working day and investigated in line with the agreed Service Level Agreement (SLA). The customer will have a nominated Account Manager, all reports of incidents and Requests for Service are to be rooted through the support desk. Standard SLA target resolution time restore or workaround implemented.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Civica offers a complete range of training services Civica 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 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 customers 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 e-learning materials distributed using external media or the internet. Further training courses can be delivered via online webinars.
Service documentation
Yes
Documentation formats
  • HTML
  • 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 databases and active directory, back up 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 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 customers primary admin contact address which must be in 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 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 the main areas in which detailed arrangements need to be made 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
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Cx is inherently mobile through 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 areas pertinent to their role
Service interface
Yes
Description of service interface
Regulatory Services exposed a fully featured API in the form of a WCF web service. The API is intended to be used for integration to other Civica systems and third parties.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We have performed accessibility testing and we are continually updating our software to address accessibility issues.
API
Yes
What users can and can't do using the API
The API can be used to create and populate data records within Regulatory Services, for example creating and updating licence cases. It can also 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 Regulatory Services and the initial presentation of core entities.

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
Yes
Metrics types
As part of the management of the system, extensive metrics are collected around system performance, availability, network traffic, security and system usage. These are collected through a combination of platform monitoring tools as well as an in built audit capability within the system itself.

These metrics are then available for production of bespoke reporting either on request to the Civica Technical Team, or in the case of data reports about the usage of the system such as case information and data interrogation, has data warehousing capabilities that can integrate with reporting tools such as PowerBI or SAP BusinessObjects.
Reporting types
Reports on request

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 exported 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 with the system.
Data export formats
CSV
Data import formats
Other
Other data import formats
  • XML
  • PDF

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

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 99.5%.
Approach to resilience
Available on request via the helpdesk - Tel 0117 9242800 (Monday - Friday - 08:30 - 17:30) Alternatively, customers can log a request for service via the Customer support portal which is available 24/7/365.
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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
The role based security model allows administrators to restrict permission levels which determine what areas are visible or available to that specific role type. The Functional units capability allows only certain units to view certain data within the system. User can be assigned multiple roles e.g. Super user, System administrator or Housing Officer. Multiple Functional units can also be applied to users to allow viewing of different teams data if necessary.
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

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
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
  • Vericode

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 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 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, externally audited annually.
For external vulnerability scanning, Civica uses an external ‘CHECK’ approved provider performing an annual penetration test against the external management IP interface. Civica is certified to the CESG approved Cyber Essentials scheme. For high value financial hosted systems, Civica maintains a PCI-DSS v3.1 certification. In scope systems are subject to monthly internal and external vulnerability scans and full penetration tests twice a year. Civica also perform static code based analysis of potential threats, using Veracode, and dynamic analysis using tools such as OWASP Zap.
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
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£2,402 to £4,631 an instance a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Civica can provide access to a Regulatory Services familiarisation environment that is a demo version of the software. What is included is bespoke to the request as is the time period agreed upon.

Service documents