UPM is the leading multi-channel platform designed to meet both member and employer administration needs of public sector pension schemes (LGPS, Police, Firefighters). Powerful workflow transforms delivery of services by reducing administration, automating and streamlining business processes, providing integration capabilities whilst achieving agile ways of working, delivering savings and efficiencies.
- An efficient and flexible repository for all pensions data
- Intelligent processes that can be managed by trained pensions staff
- An enterprise workflow and integration platform
- Automated LGPS, Police and Fire calculations
- Full integration of payroll, web, workflow, calculations and documents
- Employer workflow and EDM capabilities
- Online retirement modellers for scheme members
- Case tracking and secure messaging for members online
- Portal enables members to transact via any device
- Extensive data validation tools
- Deliver true channel-shift through member and employer self-service
- Scalable and flexible solution for single/multiple scheme administration
- Enforces, guides, automates and audits workflow & process
- Easy regression testing of full calculation suite against own data
- Reduce admin overhead by pushing admin tasks online
- Stringent security and audit facility
- Intuitive user experience
- Track processing trends and volumes to review service delivery
- Easy to access MI via dashboards e.g. performance, throughput
- Integration framework enables flexible third party integration options
£152 per user
Civica UK Limited
Civica UK Limited
020 7760 2800
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Access to UPM is available on a 24 x 7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer, with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks.|
|System requirements||This will be scoped as part of the contract mobilisation|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Each call is allocated a priority as follows:
1. Business Critical impact
2. Major Operational impact
3. Minor Operational impact
4. Minor Operational inconvenience
5. System Operation not impeded
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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. The Support Desk can be contacted via the email, online or telephone. Tickets are logged in a Service Management tool which creates an individual record and unique reference. Incidents are allocated a Severity based on information provided.
Severity Target Response Target Fix
1 1 working hour 4 working hours
2 2 working hours 1 working hour
3 2 working hours 5 working days
4 7 working hours Case-by-case basis
5 7 working hours Case-by-case basis
For Payroll Tickets
Severity Target Response Target Fix
1 1 Working Hour 4 Working Hours
2 1 Working Hour 1 Working Day
3 2 Working Hours 5 Working Days
4 2 Working Hours 30 Working Days
5 N/A Case-by-case basis
|Support available to third parties||Yes|
Onboarding and offboarding
Civica offers a complete range of training services for UPM and will conduct a Training Needs Analysis with new customers prior to commencing the training programme. Training is provided on-site at the customer premises with the equipment agreed in advance. All training documentation is provided by Civica. Staff are trained to enable them to update, change and build upon the solution implemented using the tool sets provided.
Civica’s standard training schedule has the flexibility to be tailored to add additional services if required. It is structured to provide practise time during the training, with sessions held at a suitable time apart to allow for information gathering and set-up. Each course includes practise time and runs from 09:30 to 16:30.
The specific methods used are agreed at the outset of the project including:
● Classroom training held at the customer’s premises or in one of Civica’s dedicated training facilities.
● Use of customised training environment, configuration and data set to allow the training to be based on the customer’s specific implementation of the solution.
● Some eLearning materials distributed using external media or the internet.
● Shorter training courses can be delivered via Skype or WebEx.
|End-of-contract data extraction||
All service customer data and member/employer user accounts are stored in an industry standard proprietary relational database on a storage platform appropriate to the solution.
All service customer generated data is returned to the customer. This is held in three possible places of the system within the:
• Live database and active directory
• Backup on the primary site
• Secondary disaster recovery database and active directory.
All service customer data and user accounts shall be supplied to the customer using the export format of the industry standard proprietary relational database.
Where data is held within the Active Directory of the solution this shall be exported in a pre-defined format.
These files of data are compressed and transferred via a secure courier using either removable disk or optical media (encrypted as appropriate) to the customer's Primary admin contact address which must be within the UK. The costs for this are determined on a case by case basis and shall be dependent upon the amount of data, media extracted to and security level required.
Civica shall destroy all live and backup copies of the data within our control and provide written confirmation to the customer that this has been performed.
|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||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|
|Accessibility standards||None or don’t know|
|Description of accessibility||As above - None|
|Accessibility testing||As above - None|
|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||UPM is a highly configurable software product to meet the complex administration needs of public sector schemes and a diverse range of business processes. The security and access rights are entirely customisable, ensuring only the right people can access the right data. At a scheme/member level, the service has ample configuration to allow buyers to customise the solution to meet specific requirements and extra fields for example. As well as this, the incumbent process map editor ensures users are using and taking the right steps and procedures of any process by building the process map within our own internal editor allowing all buyers (where they are a system administrator) to customise and define their own processes to meet any level of business requirements. In addition to this, user level configuration is also available in order for standard users to customise the service should that person have accessibility issues such as colour blindness for example. User level configuration is available to all users to enhance their experience of using the service and also can be used to bring forward prevalent areas of the system dependent on the user's role.|
|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||As part of this framework, Civica have a number of utilities where in the case that the user wants to extract documents and data out of UPM, then these utilities will achieve this. The utility to be used will be dependent upon whether the user is wanting to export data for a low number of members, or an entire scheme. There are utilities that will encrypt the data upon extraction if this is required (such as when sending to our helpdesk to replicate issues), and there are utilities that allow the user to configure the format of the output.|
|Data export formats||
|Other 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||07/07/2015|
|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||£152 per user|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Terms and conditions document||View uploaded document|