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

Framework

G-Cloud 11

Service ID

7 5 6 2 0 3 3 0 7 5 0 7 7 8 4

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
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
  • A supported Windows based PC/Device meets minimum hardware specification
  • Sufficient Internet based bandwidth from Buyers' sites to cloud hosted
  • Appropriate Windows licensing to support the devices/users accessing cloud

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
PDF
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
  • PDF
  • Other
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
  • 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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
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
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
  • Cyber Essentials Plus
  • ISO22301
  • PCI-DSS
  • 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
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

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