Civica UK Limited

Civica Cito

An electronic document management suite, enabling organisations to capture, store, retrieve and share electronic documentation held in different formats (scanned paper, emails, images, electronic documents etc.) with a high level of security and access control, restricted by user, role profile or by document content or category.

Features

  • Configurable widgets
  • Attachment preview reel
  • Device and browser agnostic
  • Indexation and Content Search
  • Bespoke Workflow and E-Forms
  • System Administration
  • Clinicically developed Interfaces
  • Flexible HL7 Integration

Benefits

  • Improved governance consistency and speed of access to information
  • Productivity and efficiency improvements through automated streamlined patient care pathways
  • Complements and underpins the implementation of the electronic patient record
  • Reduces the cost of capturing storing and sharing patient information
  • Reduces turnaround time from file request to accessing patient notes
  • Holistic view of the patient across different formats
  • Access to information offline at patient bedside or in community
  • Intuitive environment for ease of use
  • Streamlines clinical administation processes

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Access to the Civica Cito service is available on a 24 x 7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer; with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks.
System requirements
  • Supported Windows based PC/Device, meets the minimum hardware specification
  • Internet based bandwidth from Buyers' sites to cloud hosted location
  • Licenses for use of scanning devices of inhouse/on-premise scanners
  • Windows licensing to support the devices/users accessing the cloud

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target response times:

Priority 1 issues - 2 hours
Priority 2 issues - 2 hours
Priority 3 issues - 1 day
Priority 4 issues - 2 days

This is based on 9-5, Mon - Fri. Priority 1 support is available 24/7 at additional charge.

Weekend support is only available on request and would be subject to an additional charge.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels The Customer is provided with full support and maintenance for the overall solution which may include software and database updates, fixes and support for any new functionality that has been developed specifically for the customer.

Standard support services are 9am to 5pm for functional issues, with the exception of public holidays. Optional extended support on the cloud platform (no application feature support) are available. System tools allow the performance and availability of individual components of the system to be monitored. Civica provides 24 x 7 monitoring and alerting of infrastructure resources for its cloud-based solutions, enabling proactive management of all network devices, physical and virtual servers, connectivity, applications and system services. Any alerts requiring escalation are passed to technical experts in the appropriate areas.

The Service Desk provides access to first, second and third line support engineers. The Service Desk is available to all trained users. Incidents can be logged by:

• Contacting the Service Desk telephone number
• Submitting a request via the web-based Customer Support System
• Submitting a request via email.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A ‘Train the Trainer’ approach is usually adopted for the implementation of the Cito suite, though direct end user training can be provided if required. A typical installation will require 3-5 days training, covering system setup, configuration and administration, capture and retrieval as standard elements, with more specialised modules for eForms and Workflow. Training is provided on-site as part of the standard implementation process.

Full User documentation is available for all customers to download from the Civica UserBase.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Civica will agree an exit strategy to be invoked on the termination or expiry of the contract which will support a controlled transition of the Cito service to another party as nominated by the customer. The exit strategy sets out the steps to be taken to ensure a smooth transition to an alternative systems supplier and/or retrieve their data. Civica will complete a secure transfer of data to the customer or incoming provider including:
·       Agreeing a strategy for transferring data
·       Removing/transferring data from redundant systems as necessary.
End-of-contract process Prior to the end of contract, it will be the customers responsibility to extract any data in the system, utilising the standard export tools provided with the application. It is the customers responsibility to ensure any data required is extracted prior to the date of contract termination. Should the customer require any assistance with data extraction, then assistance can be provided at the then standard daily consultancy rate. Within 24 hours following contract termination, all data held on the systems and any backup data held will be deleted in its entirety, in line with Civica’s data security policies, agree in contract with the customer.

Upon contract expiry we would typically work with a client to manage the transition to other systems. This includes data extraction and the general management of the exit process. General “within product” extractions are included. Any additional data extract work or management would be chargeable.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service This does not include offline capabilities but can be supplied at an additional cost.
API No
Customisation available Yes
Description of customisation Number of users, Reporting, Widgets, Forms, Data Fields, Roles and Responsibilities, workflow, parts of the user interface.

The system has been designed to be configurable and allow users to customise functionality to their particular requirements. The system includes design tools for eforms and workflow specifically to enable customisation.

System Administrators and IT Managers

Scaling

Scaling
Independence of resources Limited multi-tenancy of resources. Public cloud utilised to provision additional resource for critical processes when required.

Analytics

Analytics
Service usage metrics Yes
Metrics types Retrieval and Access volumes, statistics, concurrent system usage, system availability
Reporting types Reports on request

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 Civica will complete a secure transfer of data to the customer or incoming provider including:

·       Agreeing a strategy for transferring data
·       Removing/transferring data from redundant systems as necessary

In most circumstances, it is envisaged that another third party provider will be involved in the creation and execution of the data extraction strategy, prior to import in to the replacement solution.
Data export formats CSV
Data import formats CSV

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 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

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 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
  • DSTP (NHS Service Provider
  • PCI-DSS

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
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 Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)

Pricing

Pricing
Price £14.96 per user 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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