Civica UK Limited

Mobile Search and Assist Portal for Policing

Provides federated search from PC or smart mobile device for people, vehicles and locations across national systems including PNC, Midas and HOLMES2, and local systems such as Niche and gazetteer, outputting a de-duplicated, navigable web of results. Also allows for in-field capture of data for automated upload to backend systems

Features

  • Real-time mobile search of local and national policing data
  • Federated and advanced search to support officer-centric approach
  • Results display is a de-duplicated navigable web
  • Integration with Niche, PNC, MIDAS, HOLMES and other systems
  • Supported on Windows, Windows Mobile, iOS and Android

Benefits

  • Forms and synchronisation to support in-field information capture
  • Full access control and audit trail support
  • Data validation into Niche
  • Competes with O2 Airpoint, HCL iGovern, Capita Smartworks

Pricing

£120000 per instance per year

Service documents

G-Cloud 9

567692343403080

Civica UK Limited

Civica UK Limited

020 7760 2800

g-Cloud@civica.co.uk

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 As above
Cloud deployment model Private cloud
Service constraints The Civica Search and Assist Portal for Policing is supported on Web, iOS, Android, and Windows Mobile
System requirements Deployed on Windows Server

User support

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), 7 days a week
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 available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Civica provide a standard onboarding process for SaAP:
Once a customer signs a specific licence agreement, a costed, planned work package is put together to cover integration or customisation as a agreed. A training needs analysis is carried out, and then provided in the form of “Train the trainer”. As part of this process documentation and training material will be provided. The training material may be available in a variety of formats including paper documents, electronic manuals, powerpoint presentations and video.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction The only user specific data held in the system is the audit and tracking information which at end of contract can be extracted as a SQL Server dump
End-of-contract process At end of contract the buyer can access their own audit and tracking information at no additional cost via the end-of-contract data extraction process. On completion of the data extract the license will cease to have any validity for use by the buyer. All copies of licensed software will be removed..

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All the functionality that is provided on desktop service is available on mobile devices.
Accessibility standards WCAG 2.0 AAA
Accessibility testing He application has been reviewed against all the requirements of WCAG 2.0 AAA to confirm compliance
API Yes
What users can and can't do using the API Dependant on application/module
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The solution is developed as a set of software accelerators and by requesting Civica, significant levels of customisation are available. In addition buyers can customise the systems searched by using system provided toggle switches. Representatives of the buyer can also customise reports by accessing the audit database.

Users can deploy any suitable 3rd party reporting tool to interface with the audit database.

Trained database users can generate customised audit reports.

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 throughput.

Analytics

Analytics
Service usage metrics No

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 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 importing and exporting
Data export approach The only user specific data held in the system is the audit and tracking information which can be extracted as a SQL Server query
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

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 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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 ISOQAR
ISO/IEC 27001 accreditation date 07/07/2015
What the ISO/IEC 27001 doesn’t cover NA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation 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

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 No

Pricing

Pricing
Price £120000 per instance per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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