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.
- 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
- 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
£6700 per licence per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Civica UK Limited
Civica UK Limited
|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.|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
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’
- 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;
- Fault resolution with existing Civica solutions
- Configuration or forms development activities
- Testing support
|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.|
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
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Further details upon request.|
|What users can and can't do using the API||Dependant on application/module|
|API documentation formats||
|API sandbox or test environment||No|
|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.|
|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.
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||
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||
|Data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
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.|
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|
|Access restrictions in management interfaces and support channels||Two factor authentication.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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|
|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||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Cyber Essentials Plus
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.|
|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.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£6700 per licence per month|
|Discount for educational organisations||No|
|Free trial available||No|