Civica UK Limited

Civica Enforcement (CE)

CE is a software solution that has been developed in partnership with local authorities to enable the end to end management of PCN Notice processing and aid the delivery of parking services. CE offers efficiencies via self serve, task management and automation.

Features

  • End to end management of PCN lifecycle
  • End to end management of parking permit lifecycle
  • End to end management of suspension and dispensation lifecycle
  • Online self serve public web portal
  • Management of large volumes of automated data
  • Integration with leading 3rd party solutions
  • Fully audited events
  • Management reporting
  • Task management
  • User customisable configuration

Benefits

  • Fully integrated parking, traffic and evironmental solution
  • Legislative compliance through parameter configuration allows management of varied legislation
  • Real-time data sharing for informed decision making
  • Integration to key 3rd parties
  • Scalability through user definable parameters. Enabling fast, low cost change
  • Task management enables audit, action. Response to customer contact efficiently
  • Home working enabled
  • Online self serve improves public satisfaction and reduces backoffice workload
  • Ability to handle volumes

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 The CE system offers other modules to support traffic management and parking services such as Concessionary travel and blue badge management, Highways licencing, Fixed penalty notice processing, Dispatch and control management of removed vehicles
Cloud deployment model Hybrid cloud
Service constraints Dependant on contract terms. Some down time may be required for scheduled maintenance and upgrades. Integrated hardware would require Civica approval. For example: Printers, scanners, smartphones.
System requirements
  • Integration with 3rd parties requires appropriate licence. i.e. Crystal reports
  • Integrated hardware requires appropriate licences. i.e. Scanner drivers.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Civica’s standard support hours are 08:30–17:30, Monday-Friday (excluding UK bank holidays). The online portal is available to log calls 24x7x365. The Support Desk can be contacted via the customer portal/telephone. Portal/phone calls are logged onto a Service Management tool which creates an individual record and unique reference. Incidents reported are assessed and a severity allocated based on information provided. Customers can check progress, add updates or ask for the status by telephone/through the online portal by providing their unique reference number.
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 Standard SLA
Severity Target Response (working hours) Target Fix
1 2 1 working day
2 2 5 working days
3 2 30 working days
4 2 60 working hours
5 TBA Case-by-case basis
Support available to third parties No

Onboarding and offboarding

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 client to determine whether the contract will be extended. If the client decides to enter into a further contract term then a new contract will be issued.

If the client 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 client may require to migrate existing data off the system on termination of this contract will be chargeable.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Further details upon request.
Service interface No
API Yes
What users can and can't do using the API Dependant on application/module
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment 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

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

Analytics
Service usage metrics No

Resellers

Resellers
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 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 importing and exporting
Data export approach Most data import/export items are bespoke interfaces that are achieved via web services or available API’s.
Some examples of this are:
1. The CE back office system sends/receives data to the smartphones carried by CEO’s on street
2. Data is exported from the system to MS word for letter writing or MS excel for reports
3. Data is imported/exported is automatically updated and managed. Where relevant, tasks are automatically created for distribution of work to the relevant users.
4. Import/export interfaces exist for key bodies such as the DVLA for identification of vehicle owner, and Enforcement Agents for debt recovery
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

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 achieved 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

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

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

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
  • Cyber Essentials Plus
  • ISO22301
  • PCI-DSS
  • DSTP (NHS service provider)

Security governance

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

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

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

Pricing

Pricing
Price £6700 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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