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
- 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
- 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