Civica UK Limited

Civica Tranman - Asset, Fleet & Workshop Management Software

Civica delivers software and services that enable improved fleet management and operational efficiency; through whole life cost management, workshop/stores management and third party maintenance providers. We possess a highly experienced and capable team of solutions architects and implementation consultants that can undertake our projects and can deliver within tight timescales.

Features

  • Fleet and Asset Administration & Management
  • Driver, Accident & Risk Management
  • Short Term Hire & Leasing Management
  • Maintenance Work Authorisation, Workshop & Stores Management
  • Maintenance Scheduling
  • Fuel Management
  • Workshop Touchscreen & Parts Barcoding
  • Grey Fleet Management (optional)
  • Fleet Compliance
  • Extract data from legacy systems: JAAMA Key2, Chevin, CFC, Trace

Benefits

  • Fuel – Average 5% reduction in fuel costs
  • Accidents & Drivers Reduced insurance premiums, repair costs, downtime
  • Hire/Vehicle Availability
  • Maintenance Costs
  • Compliance

Service scope

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 Software specific

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Provides 24x7 monitoring/alerting of infrastructure and resources for cloud-based solutions. Civica responds to incidents relating to availability of any cloud service:
L1: response within 30 minutes; resolution within 1 working hour
L2: response within 30 minutes; resolution within 8 working hours
L3: response within 1 working hour; resolution within 2 working days
L4: response within 1 working hour; resolution within 5 working days
L5: response within 2 working hours; target resolution to be mutually agreed.
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 No

Onboarding and offboarding

Onboarding and offboarding
Getting started Civica operates a highly developed Project Management and Implementation methodology for every Tranman implementation. This methodology is based on industry standard methodologies and is specifically tailored for implementing package based solutions into organisations to tight timescales. The Civica Project Manager will draw on their experience to establish the most effective management and delivery methods for the project.

Civica apply a ‘Stage Gate’ process with sign-off, to govern the transition through the stages of the project. This may be refined to ensure it fits with the projects deliverables, your needs and the agreed stage gates will then be built into your specific project plan.

A variety of training courses are available to help project team members, managers, business users and system administrators become familiar with the solution. The types of training which can be provided, based on the training needs of the target audience, are typically as follows;

• Project Team training
• System Administration training
• User training
• Go Live ‘floor walking’
• Refresher
• Speciality Courses
• Train the Trainer

Training worksheets are provided with each session and user manuals are available for each module. Shorter training courses can be delivered by Skype Business or WebEx.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Civica will work with the Customer to transfer to a new supplier on a time and materials basis under an agreed plan. Should the Customer wish to continue operation of the Tranman solution then Civica will agree new contractual terms under a new agreement.
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 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing We regularly hold user groups and as part of this we test our interface with the members of the user group.
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 Further details upon application.

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 Tranman product runs on a standard MS SQL database. This in turn allows users to create exports using any 3rd party report writer or export tool. Within these tools the relational database tables can be connected to one another to extract the necessary data required from the selected tables.
Data export formats
  • CSV
  • ODF
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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Civica's 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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
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 Yes
Who accredited the PCI DSS certification Trustwave
PCI DSS accreditation date 01/08/2018
What the PCI DSS doesn’t cover Our certification covers Civica Payments software only.
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO22301
  • 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'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 v3.2 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 £299 per user per month
Discount for educational organisations No
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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