Civica UK Limited

Agylia Care

Agylia Care includes a range of over 750 clinically assured health and social care guides, on topics such as Children’s Care, Dementia, Learning Disabilities, Mental Health, Support for Carers and many others. All accessible on mobiles, tablets, laptops and PCs.


  • iOS App: for mobiles and tablets
  • Android App: for mobiles and tablets
  • Online Web Portal: for laptops and PCs
  • Microlearning Training Courses: clinically assured on healthcare topics
  • Videos: clinically assured on healthcare topics
  • Artificial Intelligence: Personalised selection of guides
  • Chat room: a discussion forum for carers


  • Increase Carer skills and knowledge
  • Improve Carer wellbeing
  • Improve quality of care provided
  • Improve carer knowledge on health and care topics
  • Easy access to healthcare microlearning Training Courses and videos
  • Online and offline access via Apps
  • Reduce current and future demand for social care


£0.06 a person a year

  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 12

Service ID

8 0 4 7 7 3 5 9 7 5 0 4 5 6 1


Civica UK Limited Tim Buff
Telephone: 01454 269222

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
No. Agylia will use commercially reasonable endeavours to ensure that the service is available 24 hours per day, 7 days per week, except during periods of downtime due to circumstances beyond Agylia’s control.
System requirements
  • IOS App
  • Android App
  • Internet Explorer
  • Edge
  • Chrome
  • Firefox
  • Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
Agylia will acknowledge issues reported to the Help Desk within 2 hours during standard United Kingdom business working hours (9:00am to 5:00pm). Weekends and United Kingdom bank holidays can take longer.
User can manage status and priority of support tickets
Phone support
Web chat support
Onsite support
Support levels
Whilst subscribed to the service, customers will have access to standard support.

Agylia support services are available during standard United Kingdom business working hours (9:00am to 5:00pm), excluding weekends and United Kingdom bank holidays.
Support available to third parties

Onboarding and offboarding

Getting started
Agylia provides full individual support to new customers and will work with customer’s own staff to arrange a swift and trouble free implementation. In its standard form it can typically be live within 1 day of contracting, once requirements are confirmed.
Service documentation
Documentation formats
End-of-contract data extraction
A request at end of contract can be made to Agylia for the return and erasing of customer data.
End-of-contract process
At end of contract, users (carers) within the sponsored area will be updated to the 'free' version of the Agylia Care Service (access to 80 guides and videos).

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Differences between the mobile and desktop service
The Agylia Care App is available as native Apps for iOS and Android platforms. The Agylia Care online portal is fully responsive, enabling users to access the service online on laptops, PCs, tablets and mobiles.
Service interface
Description of service interface
The Agylia Care interface (Apps and online portal) provides users with the ability to browse, search and access a wide range of training content, including microlearning courses, videos, podcasts and weblinks.
Accessibility standards
WCAG 2.1 A
Accessibility testing
Testing in compliance with WCAG 2.1 standards. Periodic manual testing of code and testing with assistive technologies.
Customisation available


Independence of resources
Agylia's content delivery network ensures that users have the best possible content access experience. Agylia can minimise network latency and maximise content response times for users by delivering content from servers that are closest to their geographic location.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Other data at rest protection approach
Employee laptops are encrypted.
Data sanitisation process
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
The user database (or subsets based on applied filters) can be exported to CSV.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Agylia will use commercially reasonable endeavours to ensure that the service is available 24 hours per day, 7 days per week, except during periods of planned maintenance, or downtime due to circumstances beyond Agylia’s control.
Approach to resilience
Available on request.
Outage reporting
Any downtime due to circumstances beyond Agylia’s control, Agylia will distribute a notification via email.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Agylia have a restricted number of administration accounts providing access to management interfaces and support channels. Agylia adopt the principle of least privilege when assigning account permissions and ensure that individual admin accounts are used for accountability i.e. no shared admin accounts.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
Who accredited the ISO/IEC 27001
ACS Registrars
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Agylia's ISO 27001:213 certification is limited to its operation within the United Kingdom, it excludes its operations within other geographic locations (United States).
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Cyber Essentials Certified

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Agylia operate a comprehensive ISO 27001 compliant Information Security Management System (ISMS) that ensures policies are maintained, followed and regularly reviewed. Within our ISMS policies are divided into the following sections: Risk Assessment, Organisation of information security, Human resources management, Asset management, Access control, Cryptography, Physical and environmental security, Operations security, Communications security, System acquisition, development and maintenance, Supplier relationships, Information security incident management, Information security aspects of business continuity management and Compliance.

Security committee meetings occur monthly with two members of the security committee also sitting on the Agylia Group Board ensuring a top down application of processes and procedures.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All significant, non-routine changes to organisational information processing facilities (hardware or software) are subject to change control. IS Managers are responsible for carrying out a risk assessment to identify potential risks. Change Managers are responsible for authorising the change to proceed. Where required by a risk assessment, fall-back procedures or a roll-back strategy must be prepared. A testing plan, with clear acceptance criteria is documented prior to the change testing. Business unit representatives must accept changes prior to completion of testing. Change Managers authorise transfer to the operational environment, ensuring business processes aren't disturbed and business continuity plans are updated.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Identified vulnerabilities for organisational assets are prioritised as:

• Critical (immediate threat of data loss, corruption or unauthorised access)
• Urgent (non-immediate threat of data loss, corruption, or unauthorised access)
• Non-Critical (no current threat)

Agylia has the following timeline requirements for reacting to notifications of relevant vulnerabilities:

• Critical – 1 business day
• Urgent – 3 business days
• Non-critical – 5 business days

The Risk Committee receives monthly reports on vulnerability management, including information about the number of vulnerabilities in each organisational asset, what controls are in place, outstanding issues, and what's changed since the previous meeting.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The Risk Committee performs the risk assessment to identify the type and level of audit logging and monitoring that might be required for each individual information asset. The Network Manager is responsible for configuring the information systems to meet the requirements of this procedure.

System administrators are prohibited from erasing or de-activating logs. If investigating a fault, members of the IT Department are permitted to turn on additional audit logging. After investigation of a fault, they may return to the original configuration or leave the new logging in place, but may not reduce below the default configuration.
Incident management type
Supplier-defined controls
Incident management approach
Agylia operate an incident management procedure. Responsibilities are as follows:

• Agylia employees follow a standard procedure for reporting information security weaknesses or events.
• Information security events and weaknesses are reported to the IS Manager.
• Head of HR is responsible user training and events that can be used to support training activities.

IS weaknesses and events are reported using a Security Incident Log on Agylia’s internal SharePoint site. The IS Manager reports on how the event was dealt with and closed. Resolution notes are added to Security Incident Logs and security incidents are reviewed during risk committee meetings.

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


£0.06 a person a year
Discount for educational organisations
Free trial available
Description of free trial
The free Agylia Care service provides users with access to over 80 clinically assured guides and videos via the Agylia Care App and online portal.
Link to free trial

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.