Civica UK Limited

Civica Lynx PNCAuditor

Civica Lynx PNCAuditor integrates with existing PNC systems for secure, real-time, procedural and automated auditing of all force PNC transactions. Developed by Civica in partnership with Dyfed Powys and West Midlands Police, Lynx PNCAuditor provides an efficient and effective system for conducting PNC audits to HMIC guidelines.

Features

  • Delivers up-to-date and accurate audits
  • Assist intelligence gathering
  • A workflow, including a follow-up and quality check stage
  • Automated audit, providing a detailed audit history
  • Tailored to meet your specific needs
  • Flexibility to develop alongside current and future requirements
  • Minimal end user training

Benefits

  • Automated auditing of a percentage of PNC transactions
  • Audit deferral mechanism for operational time critical situations
  • Role based web application
  • Automatic email notification alerts operator of audit completion
  • Searching and reporting of completed audits
  • Cross referencing between Lynx PNCAuditor and other force systems
  • Associate external references to an audit
  • Descriptive transaction reasons can be configured
  • Automated identification of performing and requesting operator
  • Follow-ups & quality checks can be rejected into dispute

Pricing

£2246 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Civica UK Limited

Civica UK Limited

01132441404

g-cloud@civica.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
There are no specific constraints, however there will always be a requirement for maintenance windows to allow upgrades and security patches to be applied, to either the product or the underlying platform. In certain circumstances this can be circumvented.

Hardware constraints will be discussed at the time of purchase if hardware is asked for by the customer.
System requirements
  • The solution requires an Oracle database
  • Solution requires the Lynx PNC Gateway to be in place

User support

Email or online ticketing support
Email or online ticketing
Support response times
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
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
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

Getting started
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

Civica training courses are designed to deliver a good understanding of the functionality or skillset required work effectively with the solution. The specific methods to be used will be agreed at the outset of the project, these may include:

- Classroom training
- Use of customised training environment, configuration and data set
- Some eLearning materials distributed using external media or via the internet
- Shorter, remote training courses

There are prerequisites to our training courses to be aware of and these will be discussed on the outset of a project. Also, note the following exclusions apply unless otherwise agree;

- Consultancy
- Fault resolution with existing Civica solutions
- Configuration or forms development activities
- Testing support
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
There is no specific data extraction process at the end of contract, however Civica would look to provide the data within a format that can be accessible to the data owner. If any further services are required e.g., data cleansing or data manipulation these would be chartable at the day rate of the sold contract.
End-of-contract process
Three months from the end date of the contract Civica will enter into discussions with the customer to determine whether the contract will be extended. If the custpmer decides to enter into a further contract term then a new contract will be issued.

If the customer decides not to extend beyond the contract end date then within seven days following the contract end date the Licensee shall (at the option of the Licensor) return or destroy all copies, forms and parts of the program and documentation which are covered by this License and shall certify to the Licensor in writing that this has been done.

Once notice has been received that the customer will not extend beyond the contract end date then, Civica will email the customer confirming the notice has been received and a member of our technical department will contact you to arrange removal of the system from your servers.

Any assistance the customer may require to migrate existing data off the system on termination of this contract will be chargeable.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Civica's solutions can be customised in a variety of ways (e.g. editing of the user interface) and the method of customisation can will be discussed with the customer at the time of purchase upon request. Customisation can either be achieved by Civica and/or by a super user. All services associated with customisation are chargeable.

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

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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 export approach
No explicit exporting currently supported.
Data export formats
Other
Other data export formats
None
Data import formats
CSV

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

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

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

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

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
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
  • PCI-DSS
  • ISO22301
  • Cyber Essentials Plus
  • DSTP (NHS Service Provider)

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
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

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

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2246 per licence per month
Discount for educational organisations
No
Free trial available
No

Service documents

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