Civica UK Limited

Civica Single Person Discount (SPD) Monitoring Service

Single Person Discount (SPD) Monitoring Service allows users to remove the resource intensive nature of the traditional batch annual review. Our service prevents fraud by identifying wrongful SPD awards within 8 weeks of their award date. This will ensure that fraudulent claims are minimised.

Features

  • SPD fraud and error removal
  • There is monthly validation to external datasets
  • New SPD awards are validated at the application gateway
  • Other relevant changes affecting SPD awards are identified
  • It prevents SPD award slipping back on to accounts
  • Customers are educated that there is a continual monitoring process

Benefits

  • It completely removes SPD fraud and error
  • There is monthly validation to external datasets
  • New SPD awards are validated at the application gateway
  • Other relevant changes affecting SPD awards are identified
  • It prevents SPD award slipping back on to accounts
  • Customers are educated that there is a continual monitoring process

Pricing

£9817 per instance per year

Service documents

Framework

G-Cloud 11

Service ID

8 6 4 2 1 5 9 9 6 4 0 9 7 1 1

Contact

Civica UK Limited

Civica UK Limited

01132441404

g-cloud@civica.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
But it can also be used as a standalone service
Cloud deployment model
Hybrid cloud
Service constraints
No constraints.
System requirements
N/A

User support

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
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 Hours
Civica proactively monitors the infrastructure during the service hours, with our monitoring teams being automatically alerted to significant events. If a severity 1 Incident is observed by the team, i.e. a service-down failure, on-call engineers proactively work to resolve the problem promptly.

Reactive support is available from the Civica Service Desk via:
- Email – Support Requests/Incidents are logged 24x7x365 and actioned during support hours;
- Web portal – available 24x7x365 for logging and reviewing progress of Service Requests /Incidents. New requests are actioned during support hours;
- Telephone – the Desk can be contacted directly during Support Hours.

Support Hours are 09:00 to 17:00, Monday to Friday, excluding English public holidays
Support available to third parties
No

Onboarding and offboarding

Getting started
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2.
• Customer completes scoping document detailing their requirements for the review
• Customer provides details of their Revs & Bens software
• Customer arranges access to their Revs & Bens system for the SPD Review Team
• Customer provides data files for loading
• Customer provided with signposting information for their staff regarding SPD Reviews
• Purchase Order raised based on estimated caseload and timescales finalised based on customer requirements
• Specification for any dedicated communication links agreed and plan provided
• Service commencement
• Regular monthly updates

Customers must provide 30 days’ written notice of termination, or otherwise in accordance with the Contract.

All data is held on and dealt with on the client system. Some anonymized data may be held by Civica and will be deleted at the end of the contract period.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
We will facilitate the off-boarding process at the end of the contract. Data resides on customer systems for this service
End-of-contract process
At the end of the contract the client will either have the choice of extending the contract to the next G-Cloud framework version or converting to our standard rolling contract. Alternatively clients could do out to market and retender for the service.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • Windows
  • Windows Phone
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
Yes
Description of customisation
The service can be customised to meet individual client requirements .

Scaling

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.

Analytics

Service usage metrics
No

Resellers

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
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
N/A
Data export formats
Other
Other data export formats
N/A
Data import formats
Other
Other data import formats
N/A

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
N/A
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Civica standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieve then a service credit regime will come into force.
Approach to resilience
Available on request.
Outage reporting
Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate.

Scheduled maintenance will occur outside the hours of 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.

Both planned and unplanned outages will be included in standard service reports.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Two factor authentication.
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)

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 have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
ISOQAR
ISO/IEC 27001 accreditation date
06/12/2017
What the ISO/IEC 27001 doesn’t cover
NA
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 22301
  • 3 PCI-DSS
  • DSTP (NHS service provider)

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 Plus
ISO22301
PCI-DSS
DSTP (NHS service provider)
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 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 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
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)

Pricing

Price
£9817 per instance per year
Discount for educational organisations
No
Free trial available
No

Service documents

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