Civica UK Limited


TranSend electronic proof of delivery (ePOD) and integrated route planning applications help to reduce the cost, time and paper involved in managing deliveries and collections, provide accurate and timely delivery information, create visibility and operational efficiency for transport & logistics operators, or organisations with their own delivery fleet, including subcontractors.


  • Electronic proof of delivery mobile app and back office system
  • Route planning, building and job management
  • Real-time job and vehicle tracking using device data
  • Real-time customer service information
  • Customer service analysis and reporting
  • Operational dashboards by department
  • Route Board with live job status summary
  • Predictive ETAs using live traffic information
  • Alerts, notifications and exception management
  • Incident & Accident reporting


  • Make the most efficient use of vehicles and drivers
  • Remove paper processes & reduce admin overhead
  • Guarantee customer-specific job workflow
  • Update customers on real-time job status
  • Reduce driving time and failed deliveries
  • Improve invoice accuracy & cash flow
  • Reduce customer claims & disputes
  • Provide self-service access via a customer portal
  • Make changes dynamically to live routes


£52.00 per device per month

Service documents


G-Cloud 11

Service ID

8 2 4 1 4 0 1 1 8 0 6 4 1 1 0


Civica UK Limited

Civica UK Limited


Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
  • No specific software requirements, see browser list below.
  • Web Interface for Management
  • PDA/Phone application for execution

User support

Email or online ticketing support
Email or online ticketing
Support response times
Typically 30 minutes and we do not currently provide weekend cover.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
The entire Transend support process and levels is fully defined in the TranSend document Service Level Agreement - Software and Hosting. This defines:
-TranSend Support Services (Level 1-3)
-Customer Obligations
-Call Centre & Help Desk (Level 1 Support)
-Technical Support (Level 2 Support)
-Programming Support (Level 3 Support)
-Priority levels and Resolution Targets
-System Availability
-Hosting Centre
-Major Incident and Disaster Recovery
-Escalation Procedure
Support available to third parties

Onboarding and offboarding

Getting started
Each TranSend customer is provided with a hosted instance of the TranSend. This is setup by The T/S operations team. Based on the client's specific requirements the T/S Project Manager will work with the users to configure the T/S system and load/setup all required static data, in addition consultancy will be provided to enable the user to interface live operational data into and from T/S. As part of the implementation client-specific documentation will be generated by the PM for the customer. The specific documentation for each project will vary based on client requirements, key documents normally include Solution Design, PDA user guide, Integration documentation.
Service documentation
Documentation formats
End-of-contract data extraction
As all operational data is exported back to the client's own system in near real-time, there is generally no requirement for data to be extracted at the point of contract end. However in very rare circumstances if there is a requirement for certain data to be extracted this can be defined by the user and as a discreet project TranSend services and operations team can extract and copy the required to a portable drive.
End-of-contract process
At contract end the client's TranSend instance and all data is deleted within the TranSend hosting environment.

As described above all operational data is exported back to the client's own system in near real-time there is generally no requirement for data to be extracted at the point of contract end. However in very rare circumstances if there is a requirement for certain data to be extracted this can be defined by the user and as a discreet project TranSend services and operations team can extract and copy the required to a portable drive. This would incur an additional project charge.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
The application uses html5 and is built to scale to the screen size in use. Obviously the smaller the device, the more restrictive the working area is but this is not a feature of the application but the device itself.
Service interface
Description of service interface
Web browser
Accessibility standards
None or don’t know
Description of accessibility
Through a web browser.
Accessibility testing
What users can and can't do using the API
Load Routes/Orders/Accounts/Vehicle/Drivers
API documentation
API documentation formats
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
The module and function access are limited to those a user requires to fulfil their role and that are configured in the system. The appearance can be customised with your own logos and colour schemes plus all text can be translated to either an alternative language or simply for terminology.

This configuration is controlled with a mix of both central and individual user.


Independence of resources
Management software is used to monitor Underlying Hardware to ensure additional resources are allocated as required. Microsoft Hyper-V 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
Metrics types
TranSend does not provide service usage metrics, it does however enable the user to define and measure service performance metrics for the drivers, vehicles, routes and stops that TranSend is recording. These can be configured by the TranSend user and based on the nature of the metric can be provided in TranSend through an API, dashboard, report or enquiry.
Reporting types
Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
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
Physical access control, complying with another standard
Data sanitisation process
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
All enquiry screens can be exported to Excel and there are various export functions that can be setup to provide data in various formats.
Data export formats
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Webservice Call

Data-in-transit protection

Data protection between buyer and supplier networks
  • 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

Guaranteed availability
Outside of any scheduled downtime, the Performance Target is for the system to be available 99.8% of the time measured over a period of one month.
Approach to resilience
Available on request.
Outage reporting
Email alerts.
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.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access is controlled with Roles that are applied to users and these roles define the access they have. Support will only accept calls from nominated individuals.
Access restriction testing frequency
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Cyber Essentials Plus
  • ISO22301

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
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

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.

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


£52.00 per device per month
Discount for educational organisations
Free trial available

Service documents

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