Civica Contractor Workforce
Civica Contractor Workforce is a completely web-based Housing Management System. It is inherently mobile working on any device, anywhere. With full CRM and Communications Engine the system effectively manages Contractor Workforce operations including repair logging, Job Progression, Job Costing, Materials Management, Subcontractor Work Management, Diary Appointments, Scheduling and Mobile Working.
Features
- Supports channel-shift agenda
- Web-based solution for straightforward implementation
- Modern system providing an enhanced user experience
- Efficient repair management from order to completion
- Workforce scheduling
- E-procurement and materials management
- Budget control, Invoicing and Debtor Management
- Device agnostic, supporting mobile & flexible working
Benefits
- Modern Workforce Management system increasing productivity
- Easy to use with modern intuitive interface
- Inherently mobile
- Increased productivity through scheduling of resources
- Increased financial control
- Sophisticated Management Information to improve decision making
Pricing
£2,598 to £5,929 an instance a month
Service documents
Framework
G-Cloud 12
Service ID
8 2 2 8 2 7 8 6 3 3 9 0 7 7 7
Contact
Civica UK Limited
Civica UK Limited
Telephone: 01132441404
Email: g-cloud@civica.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Hybrid cloud
- Service constraints
- Some down time is required for scheduled maintenance and upgrades.
- System requirements
- None
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Support issues can be submitted 24 hours by email and portal. Telephone support is 8am to 6pm Monday to Fridays except for public Bank Holidays.
- 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
-
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
- Yes
Onboarding and offboarding
- Getting started
-
On-Boarding
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2.
• Customer completes standard registration/order
• Customer provides file containing user profiles for loading
• Customer provides data files for loading
• User interface configuration requirements agreed
• System installation time is based on number of users, data ingestion and connectivity. Specific configuration and integration requirements to be agreed with the customer following installation
• Implementation costs and timescales finalised based on configuration requirements
• Specification for any dedicated communication links agreed and plan provided
• Training given to customer staff
• Service commencement
• Post-commencement project meeting(s)
Off-Boarding
Customers must provide 3 months’ notice of termination. Following completion of a service termination form an exit plan will be agreed including data extract arrangements.
Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.
After contract termination all live client data will be deleted. All customer specific backups will be destroyed. There is an additional charge for providing individual backup services. - Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
-
Documentation is in electonic format held as HTML5 documentation in the application. Once access is given to the application all documentation is availble to assist in the onboarding and offboarding of the system.
The help is contextual and will automatically present the relevant topics based on what a user is currently doing within the system. - End-of-contract process
-
Customers must provide 3 months’ notice of termination. Following completion of a service termination form an exit plan will be agreed including data extract arrangements.
After data is extracted and contract termination all live client data will be deleted. All customer specific backups will be destroyed. There is an additional charge for providing individual backup services.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Application to install
- No
- 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.
- Service interface
- No
- API
- Yes
- What users can and can't do using the API
-
Each module within the system is accompanied by a comprehensive web service API. The API provides the ability to both retrieve data and to update/create entities within the system.
Users are required to loginto the API and restrictions are based on the role assignment a given user has been granted through the application. - API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Customers have a range of modules that they can select to meet their individual business requirements. Each module is parameterised and can be configured to meet customers needs. Consultancy services are avilable from the vendor to configure the system and users can configure and reconfigure the system to meet their changing business requirements.
Scaling
- Independence of resources
-
Civica Contractor Workforce is hosted in one of 2-ways on the Microsoft Azure cloud:
IaaS infrastructure based on Virtual machines dedicated to a specific user. We can dynamically scale the infrastructure on Virtual machine resource sizing/number of application nodes beyond an Azure load-balancer.
Service Fabric in a multi-node cluster. Resource utilisation is monitored automatically using Microsoft Service fabric framework allowing applications/resources to be seamlessly moved to the nodes/servers under the least amount of load, ensuring the most efficient use of resources. Additional nodes are automatically spun-up during peak-times to ensure increased load on the system doesn't affect the customer experience.
Analytics
- Service usage metrics
- Yes
- Metrics types
- The customer facing elements of the solution can use Google Analytics to measure and report on service metrics. The headers and footers are customisable allowing customers to embed customer specific Google Analytics tags within these components during the configuration stage which will therefore provide full Google Analytics capabilities.
- Reporting types
- Real-time dashboards
Resellers
- 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
- 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
- Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.
- Data export formats
-
- CSV
- Other
- Data import formats
-
- CSV
- Other
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- Other
- Other protection between networks
- For mobile users data is protected at rest with AES 256 bit encryption
- 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.
- Outage reporting
- 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
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
-
Access is restricted through needing a valid user name and password to access support channels and where possible this is accompanied by an RSA token (or equivalent).
All users have named accounts and a dedciated RSA access fob (or equivalent) which by default are disabled. User must request access from super users who have the access to enable individual accounts for a specific period of time. - 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)
- Username or password
Audit information for users
- Access to user activity audit information
- Users have access to real-time audit information
- How long user audit data is stored for
- User-defined
- 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
- Between 6 months and 12 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Alcumus ISO QAR
- ISO/IEC 27001 accreditation date
- 06/12/2017
- What the ISO/IEC 27001 doesn’t cover
- We meet the full requirement of the ISO/27001 accreditation.
- 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
- N/A - Level 1 service provider
- Other security certifications
- Yes
- Any other security certifications
-
- Cyber Essentials
- ISO 22301
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
ISO22301 - 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 certifications.
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. Any changes are assessed through ISO27001 to ensure that they dont have a potential security impact. - 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.
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
- No
Pricing
- Price
- £2,598 to £5,929 an instance a month
- Discount for educational organisations
- No
- Free trial available
- No