Civica UK Limited

Civica Master Data Management Service

Civica’s Framework covers all aspects of MDM from readiness assessment, technology selection and implementation to establishing effective governance roles and processes to create Golden Records for a reliable Single View, including matching and survivorship rules plus workflow for data stewards. Single or multi-domain MDM for operational or analytical use cases.


  • MDM readiness assessment with practical roadmap for implementation
  • MDM implementation roadmap integrated with business, technology and data strategies
  • Best practice MDM governance covering principles, policies, processes and roles
  • MDM business case evaluation including ROI calculation
  • Implement match, merge and survivorship rules, plus data stewards’ workflows
  • Implement Single View, 360-degree view, and 720-degree view solutions
  • Data Protection Impact Assessment to ensure GDPR DPA18 compliance
  • Solutions supported: Civica Multivue, Informatica, SAS, Talend, Microsoft
  • Identify authoritative sources of master data (systems of record)


  • Creation of golden record/single view for core business entities
  • Operational MDM consistently shares and updates master data across systems
  • Ensures accurate data is leveraged in all business processes
  • Analytical MDM improves insight with complete picture and single view
  • Support for “tell us once” and “know your customer” processes
  • Data Protection by design and by default
  • Assured compliance with data quality standards
  • Aligned with DAMA DMBoK best practice
  • Realise benefits of multi-agency data sharing
  • Provides a common data backbone for digital transformation initiatives


£180 to £1,905 a person a day

Service documents


G-Cloud 12

Service ID

8 3 1 9 1 9 9 1 6 2 3 0 9 2 6


Civica UK Limited Civica UK Limited
Telephone: 01132441404


Planning service
How the planning service works
The Civica Delivery Manager (DM) utilises a proactive ‘Agile’ approach to planning the implementation of cloud hosting or software services. Civica’s approach to delivering the service is as follows: During initiation the DM will meet with the customer team and undertake desk study and research to: Identify - scope, terms of reference, roles and responsibilities, environment, outcomes, checkpoints, timescales, constraints, issues and risks. The outputs are combined with Civica’s knowledge and experience of planning the implementation of cloud hosting or software services across 2,000 major customers. This ensures that Civica’s planning service takes into consideration all factors and they are assessed, planned for and recorded. Manage - regular project reviews compare progress against the plan with any issues or risks identified and mitigating actions monitored. This iterative approach ensures emerging issues are incorporated into the plan and that progress is maintained across all elements of the plan. Realise - the plan is managed through to project completion to ensure the benefits of the cloud hosting or software services are realised. Lessons Learnt are fed back to the customer and future planning service projects.
Planning service works with specific services


Training service provided
How the training service works
We provide training in all aspects of data management, combining best practice as defined in the DAMA Data Management Body of Knowledge with the considerable practical experience of our consultants.
We have 4 prepared, instructor led training courses:
• Fundamentals of Information Management (3 days)
• Fundamentals of Data Modelling (2 days)
• Data Governance (1 day)
• Data Quality (1 day)
These courses are suitable for Data Managers, Data Architects, Data Quality Managers, Data Owners, Data Stewards and Data Custodians and are available with Civica’s Data Services or as standalone training modules. Our training supports attendees on their preparations for the Certified Data Management Professional (CDMP) qualification.
Next to these courses, our Data Services typically include identifying training needs and preparing the implementation specific training that is needed based on the services and solutions delivered. This training will be tailored to the specific requirements of the client’s business to ensure that the material is relevant to the attendees. Training can be delivered in a classroom, via the web or eLearning can be developed if preferred. We are also able to offer Train the Trainer services to enable clients to become self-supporting.
Training is tied to specific services
Services the training service works with
  • Master Data Management
  • Data Strategy and Roadmap
  • Data Governance
  • Data Quality Management

Setup and migration

Setup or migration service available
How the setup or migration service works
Civica’s proven five step process supports organisations migrating workload to the cloud or transitioning between cloud providers.

Cloud Strategy: understand your challenges and desired outcomes from moving to the cloud. We generate a cloud roadmap aligned to meeting your business, technology and operating model needs.

Discover and Assess: we engage with your stakeholders to determine the current application, organisation and service status; collating existing data on assets and services and combining tool-based and manual exploration to uncover dependencies, constraints and opportunities.

Analyse and Design: we collaboratively define a target cloud model incorporating governance, security, resilience and flexibility to meet your needs. Technology blueprint, and a prioritised and phased migration plan, produced to achieve the desired benefits ensuring that it fits with people, process, tooling and service needs.

Migrate and Transform: execute the plan, establishing governance and access controls, provisioning right-sized cloud instances and services and incremental delivery of migration of service, systems and data. Where appropriate we use repeatable, software and template driven provisioning and configuration to ensure consistency, efficiency and security.

Manage and Optimise: monitor and manage the transformed services to ensure planned benefits are delivered. Refine configuration and implementation based on experience to deliver a successful cloud migration.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
At Civica, the goal of quality assurance is not to give testing (including performance) its own phase but to embed quality across each of the phases for setup and migration. Discovery and Calibration – comprehension of requirements, data, environments and effort into test approaches and plans that underpin and steer the testing work. Collate current and desired performance, load and concurrency metrics including different use profiles (for example, for spike and soak testing). Identify tools appropriate to the project (such as JMeter) to aid testing Optimisation/Migration – working closely with the migration phases, verification points are identified (to isolate issues as soon as they arise), and test cases/charters are formed around these points. For performance testing, create automated scripts to simulate use of the system through realistic and edge case scenarios. Validation – execute the test cases and/or perform session based exploratory testing against the test charters. Run performance tests with different parameters to simulate varying loads and use profiles. Use visualisations to compare trends. Collaborate proactively on defects as they arise. Deployment – the testing balance shifts from defect identification to acceptance testing (user and operational OAT). Regression suites are created to support future changes.

Security testing

Security services
Security services type
  • Security strategy
  • Security design
  • Security testing
Certified security testers

Ongoing support

Ongoing support service
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Civica delivers an ITIL®-aligned Service underpinned by a guaranteed Service Level Agreement (SLA) covering the whole spectrum of cloud support service activities, all tailored to your own specific requirements.
The Service includes 2nd & 3rd Level Support, Incident and Problem management, operational management and maintenance through to ongoing development and improvement.
By delivering a Service with a focus on continuous improvement, Civica is able to ensure optimal levels of performance, availability and security.
We provide a Service Delivery Manager (SDM) who manages the delivery of your Service, is available to all key stakeholders and is your 1st point of escalation.
The SDM will work with you from the outset of the engagement to ensure the Service Transition is defined, planned and delivered seamlessly whilst also ensuring that the live Service continues to meet your needs and is appropriately documented.
The SDM will also provide monthly service reporting, attend quarterly Service Reviews and facilitate an annual customer satisfaction survey.
Responses to Change Requests and proposals for Service extensions are all included as part of the Service delivered.

Service scope

Service constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
Civica offers four levels of support ranging from core working hours (9am to 5pm Monday to Friday excluding English public holidays) to full 24x7 support. Our Silver service response times depend on the severity of the incident and are as follows:
a) Severity Level 1 (Critical) - 1 hour to respond, 1 day to resolve.
b) Severity Level 2 (Severe) - 1 hour to respond, 3 days to resolve.
c) Severity Level 3 (Disruptive) - 2 hours to respond, reasonable 5 days to resolve.
d) Severity Level 4 (Minor) - 2 hours to respond, reasonable efforts to resolve.
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
Support levels
Civica offers four levels of support with the following support hours:
1) Platinum: Full 24*7 support service suitable for the most business critical applications.
2) Gold: On-call 24*7 support service appropriate for public facing applications that are utilised 24*7.
3) Silver: 8am to 5:30pm Monday to Friday, excluding public holidays. This extended hours model is targeted at customers requiring cover for a flexible working day.
4) Bronze: 9am to 5pm Monday to Friday excluding public holidays.
The Civica Digital Service Desk is contactable from 8am to 6pm on UK working days.
The Service Desk responds to questions depending on the Severity Level of the call as follows:
a) Severity Level 1 (Critical) - the reported problem causes a halt to the client’s core business processes and no workaround is available.
b) Severity Level 2 (Major) - the reported problem causes degradation of the client’s core business processes and no reasonable work-around exists.
c) Severity Level 3 (Intermediate) - the reported problem impacts the client’s operational environment, but does not affect core business processes. A work-around is available.
d) Severity Level 4 (Minor) - a non-critical problem is causing some disruption, but with little or no impact on the client operation.


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Resell Azure, AWS, Google Cloud and UKCloud and support others

Staff security

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


£180 to £1,905 a person a day
Discount for educational organisations

Service documents