Civica UK Limited

Civica Registrations

Civica Registrations is a flexible solution for registrars that integrates self-service appointment bookings and online payments with efficient rostering and full case management capabilities. The flexible solution allows slot details to be configured on an individual basis.

Features

  • Single integrated system to manage the end-to-end registration process
  • Intuitive navigation and user-experience designed in-line with your brand
  • Secure self-service customer account
  • Book, view, cancel available bookable service, facility or object
  • Scalable and flexible corporate solution
  • Configuration of multiple diaries for appointment bookings
  • Intuitive & configurable booking forms, slots, payments & cancellations
  • Configure service availability for defined periods of time
  • Automated booking confirmation
  • Integrates with payment providers

Benefits

  • Streamlines registration functions and increases efficiency
  • Efficient and effective end-to-end processing
  • Improved customer experience, satisfaction and engagement
  • Online calendar allows staff to share immediate up-to-date information
  • Streamlines & automates process reducing administration & manual processing
  • Reduction in errors and overbooking

Pricing

£600 to £1,000 a person a year

Service documents

Framework

G-Cloud 12

Service ID

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

Contact

Civica UK Limited Civica UK Limited
Telephone: 01132441404
Email: g-cloud@civica.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Configuration specific to given client's specific requirements.
System requirements
  • Microsoft Office
  • Microsoft Windows with approved Browser

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Typically within 4 hours on working days (09:00-17:00 Monday-Friday, excluding Bank and Public holidays).
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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
Please refer to contractual documentation for detailed service level agreements.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A client-specific implementation service is required. This may involve data migration if required and always involves user training.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
A bespoke service, tailored to the precise needs of the client (at extra cost).
End-of-contract process
The ownership of the client's data is fully acknowledged. Data will be extracted in a format agreed with the client for a fixed cost, prior to removal of that data from the provider's systems.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Certain end-user functions are web accessible.
Service interface
Yes
Description of service interface
Clients may elect to configure workflows or to procure Civica's services to do so.
Accessibility standards
None or don’t know
Description of accessibility
N/A
Accessibility testing
Civica is currently in the process of ongoing development and testing to ensure that we meet the government guidelines for accessibility standards for existing and new sites as per the dates set out in the government guidance “Make your public sector website or app accessible” issued 5th February 2019.
API
Yes
What users can and can't do using the API
Provider-configured web services for system to system data exchange.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Customisation can be undertaken by the provider as a service at additional cost. Some customisation is configuration-dependent and other customisation may require bespoke amendment.

Scaling

Independence of resources
Private Cloud with resources allocated to client, in response to the client's specification. Resources are not allocated dynamically to respond to peaks/troughs.

Analytics

Service usage metrics
Yes
Metrics types
Number of named users; resource consumption.
Reporting types
Reports on request

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
Yes
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 CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Data may be extracted by reporting. Alternatively, full data extracts/database copies can be provided at extra cost.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Civica 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.
Outage reporting
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
  • Dedicated link (for example VPN)
  • Username or password
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

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
Between 1 month and 6 months

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
  • ISO 22301

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
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
Yes
Connected networks
Other
Other public sector networks
Civica will consider feasibility of achieving accredited connectivity upon request

Pricing

Price
£600 to £1,000 a person a year
Discount for educational organisations
No
Free trial available
No

Service documents