Civica UK Limited

Civica Cashless Solutions - Central Database

Civica Cashless Central Solution enables councils to manage catering operations in their Authority, without the need to manually collate data from individual sites, providing the tools needed in order to manage and report on cashless catering in the Authority. With centralised oversight of prices, products, comprehensive reporting and effective communications.

Features

  • User-configurable security with multiple levels of access
  • Single SQL database to manage data from all schools
  • Flexible communications functionality, including scheduling
  • Comprehensive reporting tools and exporting

Benefits

  • Increase throughput and improve mealtime efficiency across the Council
  • Reduce the amount of cash being taken to schools
  • Minimising the risk of spending on unhealthy foods offsite
  • Helping your council meet health and wellbeing objectives
  • Create reports of transactions across all schools in your Authority
  • Ensure the right people have correct access to data
  • Make better decisions based on insight gathered from your Authority.

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Civica Cashless Solutions - Cashless catering software for individual schools, including tills, biometric readers and kiosks as per the schools requirements.
Cloud deployment model Private cloud
Service constraints Use of the central server only supported for Civica Cashless Solutions V7 and above.
System requirements
  • Civica Cashless Solutions V7+
  • SP820 Tills+
  • Civica Sync 2 at individual schools
  • Remote access to school sites
  • 24/7 internet access at school sites

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All emails and tickets are responded to with initial finding within 24 hours of receipt, we aim to fully resolve enquiries as quickly as possible within our priority based SLA's.
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 No
Support levels We provide full support via phone and email routes, this service is included in the prices quoted.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Full onsite training will be provided after the installation and configuration of the first school, this will include system maintenance and reporting training and how to gain support when required. All configuration of the system is completed remotely with only access to a technical IT contact at the authority being required.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be provided in a excel/CSV format.
End-of-contract process End of contract is quoted on a case by case basis on a time and material basis dependant on the exact requirements of the client, generally this would just be an extraction of data in the region of £1,000 - £3,000.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices No
API No
Customisation available Yes
Description of customisation Display detail, frequently used widgets.

Scaling

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

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations No
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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
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 importing and exporting
Data export approach Standard report format or CSV.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Civica’s standard core hours are 9am-5pm, 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 99.92%.
Approach to resilience Available on request.
Outage reporting Infrastructure related scheduled maintenance will not occur between 07:00 and 17:00 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

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels None
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information No audit information available
Access to supplier activity audit information No audit information available
How long system logs are stored for User-defined

Standards and certifications

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 N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO22301

Security governance

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 Cyber Essentials Plus
ISO22301

Operational security

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. 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

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Other
Other public sector networks London Grid for Learning (LGfL)

Pricing

Pricing
Price £4405 per unit
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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