Civica UK Limited

Civica Empower

Civica Empower gives your people a voice. We help you develop local leadership on the front line, and support organisational development by harnessing real-time employee feedback to provide meaningful, actionable insights.


  • Scalable real-time staff experience solution
  • Tailored to organisational structure with one site for each team
  • Collect staff feedback via desktop or mobile app (iOS/Android)
  • Moderate, share and respond to staff feedback
  • Real-time reporting of work-related mood and comments
  • Mobile app with push notifications and geo-fencing ability
  • Smart text analytics of staff comments: themes/sentiments/emotions/trends/wordclouds/insights
  • Organisation development and quality improvement tools
  • Rapid implementation and on-boarding
  • Knowledgeable customer support & training. User-driven product development


  • Creates and empowers local leaders
  • Achieves local improvement
  • Reduces staff turnover and sickness absenteeism
  • Improves staff retention
  • Engages the entire workforce and increases productivity
  • Delivers real-time intelligence and drives quality improvement
  • Supports evidence-based decision making
  • Generates more effective systems and processes
  • Improves organisation culture and staff wellbeing
  • Delivers actionable insights and improves finances


£200 a unit a month

  • Free trial available

Service documents


G-Cloud 12

Service ID

9 5 8 0 4 5 2 4 7 7 0 1 4 3 5


Civica UK Limited Civica UK Limited
Telephone: 01132441404

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
Internet Access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within an hour during normal business hours. If at weekend, within an hour of the next business hour commencing.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Telephone, screen sharing or onsite if needed (rare). If a callout is required for e.g. additional training then the charge is £695 per day plus travel/disbursements. Technical callouts are not needed.
Support available to third parties

Onboarding and offboarding

Getting started
Telephone and Helpdesk continual support, onsite initial training session, user guides, annual user groups.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Word
  • Videos
  • FAQ's/Dropdown boxes
End-of-contract data extraction
Civica will undertake a full extract of the data and securely provide to the client in the desired flat file format. Once received and confirmed, we will then securely delete all data held on Civica servers and shut the system down, providing written confirmation that such action has been taken.
End-of-contract process
If a client chooses not to renew, then once written confirmation is received, we will agree a date on which we are to carry out the data extract. Once carried out it is then securely provided to the client. Upon confirmation that all is in order, we then clear the system and shut it down, providing written confirmation to the client that this has taken place and that we are no longer in possession of any of their data that we once held. There is no additional fee for this.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Service interface
Description of service interface
Online, app
Accessibility standards
None or don’t know
Description of accessibility
Via Internet
Accessibility testing
Customisation available
Description of customisation
A project setup document and appointment discussions will define the scope of the build and any necessary configuration.

A project setup document and appointment discussions will define the scope of the build and any necessary configuration.


Independence of resources
Regular testing and enhancement of service and hardware. Uptime and performance assurances are provided in SLAs.


Service usage metrics
Metrics types
Upon request we can report on usage of the system with various variables.
Reporting types
Reports on request


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Civica Empower uses a filtering system for users to define very accurately the data they want. They can then extract either in .xsl or .csv format.
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
IPsec or TLS VPN gateway
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Civica’s 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
Email alerts.

Identity and authentication

User authentication needed
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Username and password plus internal processes, audited in accordance with ISO 9001 and ISO 27001 protocols.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Cyber Essentials
  • ISO 22301
  • ISO 9001 - this includes elements in and around security

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
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 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
MES Empower has multiple version releases per year. Each release is documented and all MES Empower clients are provided with the latest version of the platform.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Available on request
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Available on request
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
Incidents are captured and reported on as per our ISO 27001 and ISO 9001 procedures. Incidents will be reported through the Engage system or by telephone or email reports. Once a case is investigated a report will be produced and considered at the next available executive management meeting.

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


£200 a unit a month
Discount for educational organisations
Free trial available
Description of free trial
Lite version of the solution in demo mode.

Service documents