Civica UK Limited
Civica Coldharbour
Established and robust platform for managing the delivery of homecare, extracare and specialist care at home services. Provides matching of services users and carers utilising skills, availability, qualifications, preferences, exclusions and more. The application aims to deliver continuity of care and maintain visit compliance but at optimal cost.
Features
- Rostering care staff matching key essential factors
- Compliance tracking of all care staff
- GPS & RFID Mobile monitoring
- GDPR Enterprise Manager
- Comprehensive operational reporting across single or multiple provisions
- Realtime dashboards across single or multiple provisions
- Integration with back office, care or other systems
- Robust operational platform developed especially for the healthcare sector
- Outcome monitoring & tracking
- Comprehensive charge & pay rules
Benefits
- Provides optimal coverage at minimum cost
- 100% carer compliance by constant validation
- Lone worker protection and real time carer location via GPS
- Achieve GDPR compliance for data destruction, retention and SAR
- Reporting for operational purposes across single or multiple provisions
- Active, real time graphical KPI presentation to managers and users
- No double entry, increased accuracy and reduced latency
- Reduction in processing time across all areas
- See trends in service user outcomes allowing better planning
- Reduction of errors because of sophisticated processing rules
Pricing
£1300 per unit per year
- Education pricing available
Service documents
- Pricing document (pdf)
- Skills Framework for the Information Age rate card (pdf)
- Service definition document (pdf)
- Terms and conditions (pdf)
- Modern Slavery statement (pdf)
Framework
G-Cloud 11
Service ID
7 5 6 2 0 3 3 0 7 5 0 7 7 8 4
Contact
Service scope
| Software add-on or extension | No |
| Cloud deployment model | Private cloud |
| Service constraints |
The system supports current client Windows Operating system supported versions and will need to be accessed via thin client technology. The buyers' clients will either require Windows RDS Client or Citrix Receiver client installed to access the service Any planned maintenance will occur outside of core support hours. |
| System requirements |
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User support
| Email or online ticketing support | Email or online ticketing |
| Support response times |
P1 calls are for critical systems that are unusable. Response time 2 hours. Progress updates to be supplied every hour. P2 Major system failure, or partial failure of critical system. Response time 2 hours. Progress updates supplied every hour. P3 Problem affecting multiple users or completely preventing a single user from working, minor system failures, loss of some functionality of major system. Response time 1 day. Progress updates supplied daily. Priority 4 Problem affecting a single user but user not completely prevented from working. Response time within 48 hours. |
| 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 |
All faults will be reported by Customer staff to Customer's service desk and will be allocated a priority by Customer appropriate to the problem. Faults will then be reported by the Customer service desk to the Civica service desk. Priority 1 calls are for critical systems that are unusable. Response time 2 hours. Progress updates to be supplied at least every hour. Priority 2 Major system failure, or partial failure of critical system. Response time 2 hours. Progress updates to be supplied at least every hour. Priority 3 Problem affecting multiple users or completely preventing a single user from working, minor system failures, loss of some functionality of major system. Response time 1 day. Progress updates to be supplied at least daily Priority 4 Problem affecting a single user but user not completely prevented from working. Response time within 48 hours. Standard support as described above is charged at 20% of the list price of software. Out of hours support for P1 issues (24/7/365) is available at additional cost. |
| Support available to third parties | No |
Onboarding and offboarding
| Getting started |
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2. • Customer signs order for payment channels required • Contract is signed between Civica and customer • Project meeting agrees responsibilities and project plan • Client and Civica consultant draw up and agree specification • ICON consultant builds and delivers test system • Training given to Customer staff with full user documentation • End to end testing is carried out • Test system is signed off and a date set for live operation • Go live • Post live project meeting |
| Service documentation | Yes |
| Documentation formats | |
| End-of-contract data extraction |
At the end of the fixed term period, Civica will provide 3 months notice of termination offering the option to renew for a further fixed term or following completion of a service termination form, an exit plan will be agreed including data extract arrangements. Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media. After contract termination all live client data will be deleted. All customer specific backups will be destroyed. There is an additional charge for providing individual backup services. |
| End-of-contract process | At the end of the fixed term period, Civica will provide 3 months notice of termination offering the option to renew for a further fixed term or, following completion of a service termination form, an exit plan will be agreed including data extract arrangements. |
Using the service
| Web browser interface | Yes |
| Supported browsers | Internet Explorer 11 |
| Application to install | No |
| Designed for use on mobile devices | No |
| Service interface | No |
| API | Yes |
| What users can and can't do using the API | CHIL - Coldharbour Integration layer - an in-house written web application for to enable Coldharbour applications to integrate with other Civica/Coldharbour applications, or 3rd party applications, both in front and behind the corporate firewall. The service is mostly configured through the service desk. Users may have some limited options to make minor changes. |
| API documentation | Yes |
| API documentation formats |
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| API sandbox or test environment | No |
| Customisation available | Yes |
| Description of customisation |
The Coldharbour application has a wealth of system parameters that can be switched to alter system behaviour in many areas. In addition there are over 30 user definable fields that are typically configured at the point of initial system modelling, along with items such as drop down lists etc. All the above are typically configured by the client, possibly in conjunction with our implementation staff. It is not uncommon for our clients to commission bespoke development work to allow the system to reflect their own operational or organisational work practices. This development is carried out on a time & materials basis following the agreement of scope of the work. |
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 |
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2. • Customer signs order for payment channels required • Contract is signed between Civica and customer • Project meeting agrees responsibilities and project plan • Client and Civica consultant draw up and agree specification • Civica consultant builds and delivers test system • Training given to Customer staff with full user documentation • End to end testing is carried out • Test system is signed off and date set for live operation • Go live • Post live project meeting |
| Data export formats | CSV |
| Data import formats | CSV |
Data-in-transit protection
| Data protection between buyer and supplier networks |
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| Data protection within supplier network |
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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 |
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| Access restrictions in management interfaces and support channels | Two factor authentication. |
| Access restriction testing frequency | At least once a year |
| Management access authentication |
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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 | EMEA Global Compliance and Risk Services |
| PCI DSS accreditation date | 11/08/2016 |
| What the PCI DSS doesn’t cover | Civica UK's certificate is Level 1 - Service Provider. |
| Other security certifications | Yes |
| Any other security certifications |
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Security governance
| Named board-level person responsible for service security | Yes |
| Security governance certified | Yes |
| Security governance standards |
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| 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
| 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 | Yes |
| Connected networks | NHS Network (N3) |
Pricing
| Price | £1300 per unit per year |
| Discount for educational organisations | Yes |
| Free trial available | No |
Service documents
- Pricing document (pdf)
- Skills Framework for the Information Age rate card (pdf)
- Service definition document (pdf)
- Terms and conditions (pdf)
- Modern Slavery statement (pdf)