Civica UK Limited

Civica Mobile Platform

The Civica Mobile Platform is an application development environment for the creation of multi-platform mobile app solutions. The platform includes common on-device functionality such as login, authorisation, screen routing and features such as mapping, GPS integration and biometric support. Full application lifecycle management is also supported.


  • Login/Authentication to different systems
  • Authorisation to access features via configuration
  • Menu system - routing between screens and mobile forms
  • Display of mapping/GPS/direction of travel
  • Photographs/gallery integration/GPS from photographs
  • Signature capture
  • Multi-lingual support
  • Theming of colours/icons/logos
  • Data capture and validation
  • Deployment to iOS, Android and Windows 10


  • Makes it easier to create mobile Apps using prebuilt components
  • Native app support for device features e.g. biometric login
  • Enables customers to choose options to suit their business needs
  • Capable of supporting multiple languages
  • Allows organisations to focus on the important features
  • Deploy to Android, Apple iOS, Windows 10
  • Multi-platform development from a single code base
  • Secure online and off-line capability
  • Can be deployed via public or private app stores
  • Event tracking i.e. app user analysis of navigation and usage


£72000 to £174000 per licence per year

Service documents


G-Cloud 11

Service ID

7 3 2 0 6 8 4 2 8 1 6 9 1 9 4


Civica UK Limited

Civica UK Limited


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 Civica Mobile Platform can be used to mobile enable or extend into ANY back-end software. This could be a workflow, CRM, document management or traditional line of business system. We could also replace any existing outdated mobile apps that are no longer fit for purpose.
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints The Civica Mobile Framework is supported on Windows 10, iOS and Android.
System requirements
  • Deployed on Mobile Devices, Android, iOS and Windows 10
  • Typically supporting current mobile platform OS version plus one previous

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Configurable depending on support requirements.
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 No
Onsite support Yes, at extra cost
Support levels Configurable based on customer requirements.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Civica provide the following standard onboarding process:
• A customer specific instance is created once the appropriate licence agreement is signed.
• A costed, planned work package covering the customer specific integrations or customisation is agreed and executed by Civica.
• User and administration documentation is provided in electronic format.
• A training needs analysis is carried out, and training then provided in the form of “Train the trainer”. As part of this training user documentation and training material will be provided. The purpose and scope of the training will be to train the trainers on how to onward train users on how to use and operate the product.
• The training material may be available in a variety of formats including paper documents, electronic manuals, power point presentations and video.
• Following completion of the work agreed, the corresponding training and service validation the service will be provided to the buyer on the agreed date.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction If Civica host the database or back end systems then any user specific data held in the systems can, at end of contract, be extracted as a SQL Server dump.
End-of-contract process At end of contract the buyer can, if Civica host the database or back end systems, have any relevant data extracted as a SQL Server dump. On completion of the data extract the licence 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 No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service This is a mobile-only application offering thought can run on a Windows 10 desktop. In this case the application is exactly the same.
Service interface Yes
Description of service interface The Civica Mobile Platform service interface allows developers to create skeleton app and store associated license keys on a department, user and client basis. Crash analytics provide OS information and developer stack traces to aid application debugging in the field. Application insights illustrates user-flow through an application including A/B testing and user funnels. In-life management provides the ability to push new versions and eventually retire apps.
Accessibility standards WCAG 2.1 AAA
Accessibility testing The application has been reviewed against all the requirements of WCAG 2.0 AAA to confirm compliance.
Customisation available Yes
Description of customisation The service provides the ability to create bespoke mobile applications where the client defines both and functional and non-functional requirements including the theming and branding of the app and how it appears it appears in the designated app stores. Civica currently undertake application development on behalf of the customer.


Independence of resources An app is deployed on individual devices and the service is deployed on dedicated resources using a Public or Private Cloud.


Service usage metrics Yes
Metrics types The following metrics are provided:
1. Request and response times.
2. External request and response times.
3. User and session counts.
4. Diagnostics plus full stack traces.
Reporting types
  • Real-time dashboards
  • Reports on request


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 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 another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach If Civica host the database or back end systems then any user specific data held in the systems can, at end of contract, be extracted as a SQL Server dump.
Data export formats
  • CSV
  • Other
Other data export formats SQL Dump
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)
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 Non-functional requirements will display appropriate messaging if a service is unavailable.

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 Username or password
Access restrictions in management interfaces and support channels Access is controlled through the user having an account on a primary data system.
Access restriction testing frequency At least once a year
Management access authentication Limited access network (for example PSN)

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users have access to real-time 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 N/A
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

Security governance

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 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 software assets are configuration managed through their lifetime. Changes are managed through ITIL based service transition processes.

All hosted assets metadata is stored in a Configuration Management Database. This database 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


Price £72000 to £174000 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

Return to top ↑