Civica UK Limited

Civica Complaints and Feedback (Case Management) (iCasework)

The configurable Complaints and Feedback SaaS solution is being used in the public and private sectors and is available on our Amazon Web Services platform. It allows for the recording and management of customer complaints and other feedback to deliver statutory and regulatory requirements across NHS, local and central government.


  • Simplified, zero training interface for front-line staff and responsible officials
  • Sophisticated, power interface for case workers
  • Pre-configured support for NHS, LA and Government complaints procedures
  • Office integration, email integration, single sign-on, comprehensive integration API
  • Available on the Amazon Web Services platform (London Region)
  • Can be run alongside other iCasework case types
  • Sits on top of the iCasework case management platform
  • Specifically designed to capture feedback across entire business network
  • Configured to ensure adherence to statutory requirements
  • Will improve service levels and enhance the customer experience


  • Proven system used across NHS, central and local government
  • Easy to use interface guides users through the process
  • Comprehensive out of the box functionality through pre-configured templates
  • Configurable solution through inbuilt form, workflow and correspondence template designers
  • Range of collaboration features to speed up communications
  • Many time saving features
  • Sophisticated access control model with complete audit trail
  • Sophisticated SLA monitoring tools
  • Sophisticated reporting including dashboards, automated email delivery and report designer
  • Extensive administration features allow for local management of system


£1 per unit per year

Service documents


G-Cloud 11

Service ID

7 0 7 1 5 2 6 3 6 5 5 8 1 2 8


Civica UK Limited

Civica UK Limited


Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
The system is guaranteed to be available more than 99.5% of 24/7; any planned downtime will be scheduled to be out of hours when possible, and customers will be alerted in advance. There are no other constraints.
System requirements
  • Any device that supports modern browsers
  • Access to the internet

User support

Email or online ticketing support
Email or online ticketing
Support response times
For loss of service we will respond within 30 minutes 24/7. For "local" issues we will respond within 30 minutes on working days on issues raised between 9:00 and 17:30. Normally we do not provide support for non-critical issues outside 9:00 to 17:30 on week days.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
We allocate a severity status to all technical failures and aim to resolve the problem within the timescales given below. The actual response time will depend on the complexity of the issue and support request volumes at that time.

• Critical issues: When there is complete loss of service or total system failure, our aim is to address and whenever possible, resolve the problem within two working hours.

• Impaired Service: Our aim is to address and where possible resolve the problem within six to eight working hours.

• Minimal Impact: Our aim is to address and where possible resolve the problem within 24 working hours.

The above support is provided as standard within the service fee. If customers require other arrangements these can be facilitated, but there may be extra costs involved.

We will provide whatever support is required depending on the circumstances - and if this requires technical support we will seek to deliver that.
Support available to third parties

Onboarding and offboarding

Getting started
We have an implementation service available on G Cloud and it provides a range of services that help customers to use the system. All implementations start with a project kick off event to formally start the implementation; the scope of the project will be reviewed and a project plan devised. If the customer requires it we can deliver onsite workshops to review customer requirements and explain how the requirements can be delivered. We offer support for testing, and we train customer staff. We have provision for service management discussions so that the solution moves from implementation project to "business as usual". After implementation we can assist in any project reviews if required.
Service documentation
Documentation formats
Other documentation formats
An online wiki that holds the documentation
End-of-contract data extraction
At all times the customer can export its data from the system using the in-built Report Writer. If required, the customer can have extracts scheduled to run on a regular basis. If required we can also provide the customer with a copy of the database.
If customers have adopted our replication to AWS Redshift feature, then the data will be available there for future use.
End-of-contract process
We do provide for contract termination. Besides making available a copy of the database, we also provide the customer with facilities - using the Report Writer - to extract data from the system. The costs for that data extraction (DB and data) is subsumed within the service fees. We may agree to provide any further assistance reasonably requested by the Customer in connection with the hand-over to a third party of any services provided by us, and the Customer will pay the Provider in accordance with its then current standard rates for any such assistance. Such assistance will not be unreasonably withheld. Once the service is stopped we will delete all customer data.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The service is fully responsive and adapts to the device used.
Service interface
What users can and can't do using the API
The iCasework product provides a range of powerful and extensible REST style web-services that allow both update and query operations such as case creation, case updates, adding case notes or retrieving case details to be invoked remotely. The APIs make integrating the iCasework solution with other business critical systems simple and straightforward.
The REST services are provided as HTTPS end-points that can be invoked with one or more parameters. Each service returns an XML or JSON document whose contents vary depending on the operation performed.
API documentation
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
The iCasework product is a highly configurable platform. Our powerful form and workflow design tools can be used to deliver sophisticated solutions in a matter of weeks. Solutions can be configured by Civica staff through our GCloud implementation service.


Independence of resources
We have many years experience of managing thousands of users concurrently using our service. We use Amazon Web Services resizable elastic compute capacity in the cloud to ensure that any increase in demand for capacity is provided for automatically. We typically achieve more than 99.9% service availability 24/7.


Service usage metrics
Metrics types
The iCasework product provides a range of inbuilt reports as well as a report designer that can detail a wide range of metrics in a variety of different outputs and chart formats. In addition we provide a replication to AWS Redshift feature which allows for further analytics.
Reporting types
Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Users with appropriate permissions can design extracts (using the Report Writer) and either run these in real time or according to a schedule. The user defines the fields to be extracted as well as the format of the extract. Formats include CSV, XML, Word, Text, HTML, JSON and PDF.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • MS EXcel
  • MS Word
  • HTML
  • PDF
  • XML
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We guarantee annual uptime of at least 99.5% over 24/7. If the Annual Uptime Percentage for a customer drops below 99.5% for the Service Year, that customer is eligible to receive a Service Credit equal to 10% of their bill (excluding one-time payments made for consultancy or additional services) for the Service Year. Full details of how this is worked out is provided in the Service Definition.
Approach to resilience
We are offering Amazon Web Services (AWS) as the host for the database and application. Civica has used AWS for 7 years and our customers on that platform enjoy the benefits of the resilience of that hosting environment. AWS has designed its systems to tolerate system or hardware failures with minimal customer impact. AWS data centres are built in clusters in various global regions. In case of failure, automated processes move customer data traffic away from the affected area. AWS provides the flexibility to place instances and store data within multiple geographic regions as well as across multiple availability zones within each region. Each availability zone is designed as an independent failure zone. This means that availability zones are physically separated within a typical metropolitan region. In addition to discrete uninterruptible power supply and onsite backup generation facilities, they are each fed via different grids from independent utilities to further reduce single points of failure.
Outage reporting
In the unlikely event of an outage our Business Continuity Plan (BCP) will come into effect. It prioritises business services as follows: (1) company website, (2) web based services, (3) internal network, and (4) development centre. The priority order of contacting relevant stakeholders is (1) all company staff, (2) all clients, (3) AWS, (4) update website. The company website will be updated with appropriate messages that inform customers of the current position and likely resolution time. This can be supplemented by emails and telephone calls as appropriate.

Identity and authentication

User authentication needed
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Only authorised support staff will have access to the database server and database. Civica support staff do not access customer data as a matter of course. Only in rare cases of support or maintenance, after explicit permission granted by the customer, will support staff log in to customers iCasework applications or look at customer data. All case access (even when read only) through the application is audited. All direct database access by support staff must be authorised by a support manager. Access privileges are revoked when such access is no longer relevant.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
The Audit People
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
The certification covers "provision of software and hosting services from offices in London".
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
We have a fully audited and tested Information Security Management System which underpins our ISO27001:2013 certificate. The policies and procedures have been independently audited and practices are audited by external auditors. New staff are inducted into the ISMS when they start; other staff are regularly reminded about their responsibilities and managers are required to ensure that their staff adhere to the policies. Staff are advised when policies are updated. The senior management of the company owns the ISMS and the IT Security Manager delivers day-to-day management of the system. All staff are reminded that they are individually responsible for security. The data security theme is delivered through staff / team meetings, training sessions, shared documents and via email. Continuous improvement in the delivery of security is encouraged. Risk assessments are regularly carried out and the competency of the delivery of the ISMS is measured though internal auditing and management review.

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 significant, non-routine changes to Organisational information processing facilities (hardware and software) are subject to change control. A procedure (from our ISMS) ensures that segregation of duties in in place for the requesting, authorizing and implementation of a change. All changes should be applied first to a test platform, and a "recover position" is defined for each change. Changes are tracked and documented within the company. At all times the security of our infrastructure and customer data are at the forefront of any consideration of a change request and our Information Security Manager is responsible for the process.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We have a qualitative approach to risk management. This covers (a) the categorisation of assets across six major headings including information assets (and these include client data), software assets (these include application software) and physical assets (these include networks); (b) the identification of assets within each category at a level appropriate to risk assessment; and (c) the assessment of possible threats to and vulnerabilities of each asset and its likelihood and impact on the business either directly or indirectly. The risk assessment is carried out at least annually and is reviewed when changes are processed through the Change Control process.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Daily checklists are in place to monitor malicious activities like failed login attempts, attempts to access the system from an unknown IP etc. We also have automatic monitoring tools in place to warn of issues.
The Information Security Manager gets advice from qualified technical staff and the Top Management, as necessary, to analyse and understand any incidents and to identify appropriate actions to contain it and to implement contingency plans. A request will then be made to take appropriate actions to recover from the incident, and to implement contingency plans.
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
There is a specific procedure for responding to security event in our ISMS. We are committed to sharing information about any such breaches; most of our customers specify their requirements for notification times to be detailed in contractual arrangements. Our starting point is to alert the customer as soon as is possible after such a breach has been confirmed.

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


£1 per unit per year
Discount for educational organisations
Free trial available

Service documents

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