Civica Coroners automates and streamlines processes to support more productive case management for Coronial processes. Civica Coroners is designed to reduce the administration workload, delivering time saving benefits to the coroner’s team.
- Manages the end to end coroners process
- Contains template forms and letters ready to go
- Coroners Portal allowing all referrals to be made online
- Statistical Dashboard reporting, including annual MOJ return saving significant time
- Coroner's Inquest Data Upload & Court Recording Integration
- Close integration with email for secure production/filing diary/task management
- Responsive access anywhere design
- Data and Task Validation for Coroners processes
- Integared Finance module for recording of all expenses and fees
- Integration to SMS (text messaging)/open application programming interfaces (API’s)
- User friendly workflows that manages the end-to-end coronial process
- Significantly reduces the reporting workload and production effort
- Contains all the required data fields for handling coroner information
- Contains template forms/letters ready to use to improve accuracy
- Bundling for inquest or any cases significantly reducing staff workload
- Integration into 3rd party providers to integrate Audio recordings directly
- Provides document bundling for inquests or any cases, reducing workload
- Auto upload of inquest and hearing details to any website
- Standard library of reports, user defined reports, MOJ annual return
- Full Case History allowing agile working
£15000 per unit
7 9 6 3 7 5 4 5 8 7 0 8 4 8 6
Civica UK Limited
Civica UK Limited
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||In a Civica hosted implementation Civica will agree with you any planned maintenance in advance, which will be carried out side normal business hours. Civica will be responsible for the provision, configuration and maintenance of the hosting hardware. The network provision and responsibility will be agreed during the initial engagement process.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
The severity of the call will determine the maximum response time; The severity is set by the criteria below:
1. Business Critical
2. Major Operational
3. Minor Operational
5. System not impeded
The support desk will provide an initial response to all support calls as follows –
Severity 1 - Within 60 minutes of logging the call with Civica.
Severity 2 - Within 3 hours.
Severity 3 - Within 9 hours.
Severity 4 - Within 18 hours.
Severity 5 - Within 18 hours.
The support desk is open between the hours of 9.00am to 5.00pm Monday to Friday.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||None|
|Onsite support||Yes, at extra cost|
|Support levels||Civica will respond to application related incidents as below and will take all reasonable steps to achieve a resolution within target timescales. Civica will respond to incidents relating to availability of cloud services in an accelerated timeframe: Level 1 - 2 working hours - 1 working day. Level 2 - 2 working hours - 5 working days. Level 3 - 2 working hours - 30 working days. Level 4 - 2 working hours - 60 working days. Level 5 - TBA|
|Support available to third parties||No|
Onboarding and offboarding
Civica provide a full training service as part of implementation process. During the project planning we will agree with you the training to be delivered, the method (direct end user or ‘train the trainer’), timing and resources. Civica will deliver training on site to reduce the impact on your operation during the critical system transfer period. Training is delivered by dedicated Civica staff highly experienced in helping users understand the operation of the solution and how to make best use and deliver most efficiency for your organisation. All documentation is provided as part of the training.
Additionally Civica offer on-going training courses and consultancy to ensure you continue to receive the full benefit of using the solution including upgrade training when moving the solution forward to the latest release.
|End-of-contract data extraction||Civica can made the data available to the customer in a number of formats depending upon the destination for the data. As appropriate this can include reports, CSV files or transition databases. Towards the end of contract Civica will engage with the customer on the data transition requirements and provide timescales and costs depending upon the requirements of the data destination.|
|End-of-contract process||Following completion of a service termination form an exit plan will be agreed including data extract arrangements.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||Windows|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||All the functionality that is provided on desktop service is available on mobile devices.|
|Description of service interface||
Civica provides a browser based interfaces for performing all tasks within the system. Access is controlled by User Permissions, which define the modules that users can access and the tasks they can perform.
Civica provide public access to the system via web portals for enquiries regarding invoicing and payments; this is controlled by specific user names and passwords and is a read only function.
|Accessibility standards||None or don’t know|
|Description of accessibility||The service is accessible through a browser and all system functionality is available from account and transaction creation to payments. There are a number of administration functions that are performed through an secure FTP service, these included data load and export from and to alien system (Cash Receipting, Revs & Bens, HR etc.)|
|Accessibility testing||Civica is currently in the process of ongoing development and testing to ensure that we meet the government guidelines for accessibility standards for existing and new sites as per the dates set out in the government guidance “Make your public sector website or app accessible” issued 5th February 2019.|
|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||Not available|
|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||Reports, CSV files or transition databases|
|Data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||Civica’s standard core hours are 7am-7pm, Monday to Friday (excluding UK Bank holidays). Access to the service (remote access to data centre, domain names, network connections, IP addresses, hosted software and equipment) during core hours will have an uptime availability of 99.99%|
|Approach to resilience||Available on request.|
Infrastructure related scheduled maintenance will not occur between 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.
Unplanned outages will be notified via the Civica Service Desk.
Identity and authentication
|User authentication needed||Yes|
|User authentication||Public key authentication (including by TLS client certificate)|
|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|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials Plus|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|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.|
|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 v3.1 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 e-mail, 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||£15000 per unit|
|Discount for educational organisations||No|
|Free trial available||No|