Civica UK Limited

Civica Financials LIVE for Local Government

Modernise financial software & business processes; Multi company enterprise solution Local Authority specifically designed. Reduce costs, improve efficiencies with configurable work flow: Digital by design, AI through intelligent scanning automation, remote access via mobile devices; full real time Ledger integration self-service. Integrated ledgers with Budgeting, Forecasting, Asset Management, & Purchase2Pay.

Features

  • Templated Local Authority Solution
  • Integrated Cashbook management & reconciliation with any UK bank
  • e-Budgeting & Forecasting: Payroll budgeting: Income budgeting
  • Business Intelligence Tool and Dashboards with full drilldown
  • Integrated Financial Asset Management
  • Automated integrated HMRC Making Tax Digital VAT and CIS returns
  • Automated invoice receipt: Image management, e-invoicing
  • e-Purchasing with online purchasing integration with Supplier
  • Multiple Mobile devices

Benefits

  • Single version of the Authorities “Financial Truth”
  • Digital Debtors for automated debt recovery/reminder services
  • HMRC accredited VAT & CIS returns
  • Templated LG solution minimises onboarding costs
  • Image access available throughout all of Finance system
  • Integrated Business Intelligence improves self-service
  • Inter-company efficiency through automated cross-company charges
  • Designed for the mobile workforce
  • Access Anywhere. Work Anywhere. Fully ON Demand
  • Single supplier Solution, single support, single contact

Pricing

£34737.00 per user

  • Education pricing available

Service documents

G-Cloud 11

570683650475859

Civica UK Limited

Civica UK Limited

020 7760 2800

g-cloud@civica.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints As a fully hosted solution on our servers there are no hardware constraints and we specify our Service Hours
As the times during which the solution will be available for your use, subject to standard scheduled or emergency maintenance work. The target service hours for the solution are 24 hours per day, 7 days per week, 365 days per year. Civica proactively monitors the critical elements of your service during the service hours, i.e. 24 x 7 x 365, and any significant events will automatically alert our monitoring teams.
System requirements
  • Industry standard web browser
  • A device to access the web browser on
  • Printer for local printing

User support

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), 7 days a week
Web chat support Web chat
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 N/A
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 The product comes with online searchable help for each screen and can be added to and personalised by the user including links to web training guides and illustrations.

As part of the installation procedures for the service we provide on-site training for the senior users of the system who would usually provide end user training, However at additional cost we can also provide onsite end user training if required.

Full technical and software manuals are provided as are training manuals for each module / service. These may also be edited and recopied for internal use by the customer at no additional cost.

On-site visits by consultants will also take place to assist with individual configuration requirements and set up together with advice and guidance on importing historical data to any of the service modules and producing management / system reports.
Service documentation No
End-of-contract data extraction The data is all held within the united kingdom and can be exported in a variety of formats. The most usual method would be through the use of the embedded Crystal report writer that can export all data from any of the service modules in most industry standard formats and stored as required by the customer for uplift into a third party system as necessary. The customer would be responsible for extraction and file manipulation for uplift to a new supplier or subject to additional charge if done by Civica

As a SQL data base a number of tools can be applied to make the copying process uncomplicated – including direct access by excel and the database would be destroyed after all data has been removed / copied as necessary.
End-of-contract process Following completion of a service termination form an exit plan will be agreed including data extract arrangements.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
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, Revs & Bens, 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
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Tailored Dashboards.

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 data is all held within the UK and can be exported in a variety of formats. Usually this would be through the use of the embedded Crystal report writer that can export all data from any of the service modules in most industry standard formats. The user has direct access to the report writer and where the data extract is in the form of a file e.g., CSV, fixed length etc. then this would output to the export directory where it can delivered/copied to any location.
Data export formats CSV
Data import formats
  • CSV
  • ODF

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
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Civica standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieve then a service credit regime will come into force.
Approach to resilience Available on request.
Outage reporting Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate.

Scheduled maintenance will occur outside the hours of 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.

Both planned and unplanned outages will be included in standard service reports.

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 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
  • ISO 22301
  • PCI-DSS
  • DSTP (NHS service provider)

Security governance

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
ISO22301
PCI-DSS
DSTP (NHS service provider)
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 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 v3.2 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 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 £34737.00 per user
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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