Civica Digital Mail Service
Civica’s Digital Mail Service processes physical inbound and outbound mail, helping to increase efficiency, reduces costs and workload for your staff.
Using a digital mail service supports your digital transformation agenda and transition to paperless working; making your organisation greener, saving money and improving process efficiencies.
- Receiving and processing your mail in various formats
- Importing emails, document-type recognition, secure tracking
- Delivery to the desktop
- Store or destroy - securely
- Save up to 50% on outbound mail costs
- Focus on key business objectives as staff resource is freed-up
- Increase productivity with simple and easy to use software
- Custom develop the software using the latest technology
- Quarterly reviews deliver continuous improvement as well as ongoing transparency
- Be more environmentally friendly as 100% of documents recycled
£0.43 per unit per year
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Civica UK Limited
Civica UK Limited
020 7760 2800
|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.|
|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
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
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.
|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||
|Designed for use on mobile devices||No|
|Description of customisation||The service can be customised to meet individual client requirements .|
|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||N/A|
|Data export formats||Other|
|Other data export formats||N/A|
|Data import formats||Other|
|Other data import formats||N/A|
|Data protection between buyer and supplier networks||Other|
|Other protection between networks||N/A|
|Data protection within supplier network||
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.|
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|
|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 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|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Cyber Essentials Plus
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.|
|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.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£0.43 per unit per year|
|Discount for educational organisations||No|
|Free trial available||No|