Civica UK Limited

Civica Xpress

Xpress software provides local authorities throughout the UK with a diverse range of electoral management software and services, including apps, web services and modules that can be installed locally or deployed via virtual environments alongside true cloud components.

Features

  • Register, Election Management
  • Web based Register access and remote system access
  • Mobile Canvassing app
  • Canvass Reform Compliant
  • E staffing solution
  • Automated data matching solutions
  • Full auditing facilities
  • Xpress Maps Boundary Mapping Tool
  • Legislatively compliant throughout the UK
  • Supports Welsh / dual language

Benefits

  • Fully integrated across all products
  • Site licence (allowing for unlimited users across the Council)
  • Sync data dynamically via web services for real-time access
  • AES 256 encryption of sensitive data
  • Integrated report builder with drill down capabilities
  • ISO27001 accredited
  • Cyber Essentials certified
  • CRM integration capabilities
  • Web service model for Register and Election services
  • Integration with print and managed document services within Civica Group

Pricing

£15,000 a unit a year

Service documents

Framework

G-Cloud 12

Service ID

6 2 9 3 9 2 6 4 9 3 4 9 5 6 1

Contact

Civica UK Limited Civica UK Limited
Telephone: 01132441404
Email: g-cloud@civica.co.uk

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
Other Services extension.
Cloud deployment model
Private cloud
Service constraints
None
System requirements
  • Xpress Software Licence
  • Signature and Character Recognition software

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times vary depending on the urgency of the request and are prioritised accordingly (see SLA document for further details). Weekend support is only provided during nationwide election periods and are in line with the statutory election timetable.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via internet
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
We make best endeavours to answer and close all calls at the initial point of contact. We provide the same level of service to all customers with all calls routed through our product support specialists with technical support queries transferred to our dedicated technical team.
Support available to third parties
No

Onboarding and offboarding

Getting started
Following installation overseen by a dedicated business manager; We offer onsite or remote training, user documentation, a fully comprehensive online help guide and have an initial six day initial user course which has been designed in a train the trainer type style, to enable new users to start using our software and services.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Word
End-of-contract data extraction
The users own the data and we will provide guidance and assistance in how to extract the data at the expiration of the contract.
End-of-contract process
Included : Information on how data is stored and guidance on how to extract Additional Cost - Any formatting or restructuring of the data that requires bespoke work from our development team.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • Windows
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Our application is accessed through the client terminal with login access credentials automatically determined through referencing the active directory.
Accessibility standards
None or don’t know
Description of accessibility
None
Accessibility testing
None
API
Yes
What users can and can't do using the API
Users can use the API to enable a self service feature through the local authority website to enable electors to answer various queries about their own electoral status as well as make change requests.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
We have a number of add on features that buyers can select in order to customise the core application to meet their requirements.

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 throughout. Furthermore, hosted web elements of the system are configured in a load balanced environment to ensure distribution of web traffic to manage server load.

Analytics

Service usage metrics
Yes
Metrics types
Real time statistics to enable the buyer to view the latest statistics to support the canvasser process and election staffing process. The MEA module allows the buyer to monitor real-time incident Polling Station reporting and hourly return statistics.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
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
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Initially data is exported to us through a secure FTP via encrypted database backup files. Existing customers either use our internal and secure export service to export data to our Division Group print company (CES) or they export encrypted data through their own preferred method.
Data export formats
  • CSV
  • Other
Other data export formats
  • TSV
  • MDB
Data import formats
  • CSV
  • Other
Other data import formats
  • DTF
  • TSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Data is only hosted within secure segregated areas of the network accessible only to authorised personnel. Data is encrypted at rest and only retained for as long as required to process the data conversion to Xpress.

Availability and resilience

Guaranteed availability
Civica Xpress's standard core hours are 9am - 5pm, 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 to customers via Xpress messaging app.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access is restricted through applying security settings based on the login credentials identified through referencing the Active Directory.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
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
ISOQAR
ISO/IEC 27001 accreditation date
18/09/2019
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

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
Cyber Essentials
ISO22301

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
Supplier-defined controls
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
Supplier-defined controls
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
Supplier-defined controls
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)

Pricing

Price
£15,000 a unit a year
Discount for educational organisations
No
Free trial available
No

Service documents