CIVICA NI LIMITED

Civica Mobile Platform

The Civica Mobile Platform is an application development environment for the creation of multi-platform mobile app solutions. The platform includes common on-device functionality such as login, authentication, screen routing and features such as mapping, workflow, e-Forms, GPS integration and biometric support. Full application lifecycle management is also supported.

Features

• Login/Authentication to different systems
• Authorisation to access features via configuration
• Menu system - routing between screens and mobile forms
• Display of mapping, GPS, direction of travel
• Photographs/gallery integration/GPS from photographs
• Signature capture
• Multi-lingual support
• Theming of colours/icons/logos
• Data capture and validation
• Deployment to iOS, Android and Windows 10/11

Benefits

• Makes it easier to create mobile Apps using prebuilt components
• Native app support for device features e.g. biometric login
• Enables Buyers to choose options to suit their business needs
• Capable of supporting multiple languages
• Allows organisations to focus on the important features
• Deploy to Android, Apple iOS, Windows 10/11
• Multi-platform development from a single code base
• Secure online and off-line capability
• Can be deployed via public or private app stores
• Event tracking i.e. app user analysis of navigation and usage

£11,000 a licence a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at BidsCivicaDigital@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

145843390219085

Contact

Bids Civica
0333 321 4914
BidsCivicaDigital@civica.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Civica Mobile Platform can be used to mobile enable or extend into ANY back-end software. This could be a workflow, CRM, document management or traditional line of business system. We could also replace any existing outdated mobile apps that are no longer fit for purpose.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The Civica Mobile Framework is supported on Windows 10, iOS and Android.
• System requirements:
  • Deployed on Mobile Devices, Android, iOS and Windows 10
  • Typically supporting current mobile platform OS version plus one previous

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Civica offers three service levels: Core, Extended and Bespoke each with variable service hours ranging from 09:00 to 17:00 Monday to Friday excluding English public holidays to full 24x7x365. Our Core service response and resolution times depend on the severity of the incident and are as follows:; a) Priority Level 1 (Critical): 1-hour to respond, 1 day to resolve; b) Priority Level 2 (Major): 2-hours to respond, 2 days to resolve ; c) Priority Level 3 (Intermediate): 2-hours to respond, 8 days to resolve ; d) Priority Level 4 (Minor): 2-hours to respond, 20 days to resolve
• 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: Yes, at extra cost
• Support levels: 1) Core: 09:00 to 17:00 Mon-Fri excluding English Public holidays; suitable for most business-critical applications.; 2) Extended: 08:00 to 18:00 Mon-Fri excluding English Public holidays. ; 3) 24x7: full 24x7x365 support.; 4) Bespoke: customised set of service hours that meets unique business requirements.; ; Different business needs require flexibility in response and resolution times:; 1) Core: resolution times are P1: 1 day, P2: 2 days, P3: 8 days and P4: 20 days.; 2) Enhanced: resolution times are P1: 4 hours, P2: 8 hours, P3: 4 days and P4: 10 days.; 3) Bespoke: a customised set of response and resolution times that meets your unique business requirements.; ; Severity Levels for Incidents are defined as follows:; a) Priority Level 1 (Critical) - reported problem causes a halt to the client’s core business processes and no work-around is available.; b) Priority Level 2 (Major) - reported problem causes degradation of the client’s core business processes and no reasonable work-around exists.; c) Priority Level 3 (Intermediate) - reported problem impacts the client’s operational environment; it does not affect core business processes; a work-around is available.; d) Priority Level 4 (Minor) - a non-critical problem causing some disruption with little or no impact on client operation.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Civica provide the following standard onboarding process:; • A customer specific instance is created once the appropriate licence agreement is signed.; • A costed, planned work package covering the customer specific integrations or customisation is agreed and executed by Civica.; • User and administration documentation is provided in electronic format.; • A training needs analysis is carried out, and training then provided in the form of “Train the trainer”. As part of this training user documentation and training material will be provided. The purpose and scope of the training will be to train the trainers on how to onward train users on how to use and operate the product.; • The training material may be available in a variety of formats including paper documents, electronic manuals, power point presentations and video.; • Following completion of the work agreed, the corresponding training and service validation the service will be provided to the buyer on the agreed date.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If Civica host the database or back end systems then any user specific data held in the systems can, at end of contract, be extracted as a SQL Server dump.
• End-of-contract process: At end of contract the buyer can, if Civica host the database or back end systems, have any relevant data extracted as a SQL Server dump. On completion of the data extract the licence will cease to have any validity for use by the buyer. All copies of licensed software will be removed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: It is exactly the same application offering the same functionality.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: An app is deployed on individual devices and the service is deployed on dedicated resources using a Public or Private Cloud.

Analytics

• Service usage metrics: Yes
• Metrics types: The following metrics are provided:; ; 1. Request and response times.; 2. External request and response times.; 3. User and session counts.; 4. Diagnostics plus full stack traces.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: No
• Datacentre security standards: Managed by a third party
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: If Civica host the database or back end systems then any user specific data held in the systems can, at end of contract, be extracted as a SQL Server dump.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL Dump
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

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: Non-functional requirements will display appropriate messaging if a service is unavailable.; ; 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: Username or password
• Access restrictions in management interfaces and support channels: Access is controlled through the user having an account on a primary data system.
• Access restriction testing frequency: At least once a year
• Management access authentication: Limited access network (for example PSN)

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: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 09/11/2020
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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 software assets are configuration managed through their lifetime. Changes are managed through ITIL based service transition processes.; ; All hosted assets metadata is stored in a Configuration Management Database. This database 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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a company, we’ve made an ambitious commitment to achieve Net Zero Carbon emissions by 2040 (or sooner) by supporting our customers net zero ambitions, creating software with inbuilt sustainability and reducing our own impact.; ; Our Carbon Reduction Plan demonstrates our ambition to become industry leaders in reducing our environmental impact in support of the UK’s Net Zero Target. Underlining this ambition, we are focusing not only on our direct emissions sources, but actively engaging with our supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.; ; We are accredited to ISO14001 Standard and to support delivery of our commitment our Environment, Social Value and Governance provides clear focus for the ongoing development of our environmental policy.; ; • We develop innovative software-based services that reduce power requirements.; • We help customers opt for more sustainable choices, through digital platforms/apps which remove paper, support flexible/agile working, all underpinned by cloud-based services employing energy efficient technology.; • We support carbon neutrality with workforces/facilities to reduce carbon consumption over the next 10-years.; • We prioritise the use of green energy in Civica owned facilities within the next 10 years.; • We promote recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes.; ; Our commitment to continue to promote with employees and customers a much greater responsibility and leadership in eliminating unnecessary single-use plastics; we will continue to look to make more innovative and systematic changes to further reduce our use of single-use plastics across the organisation and to openly share our outcomes and learnings.; ; We undertake SECR Streamlined Energy and Carbon Reporting on our environmental footprint and the progress we are making to becoming Net Zero. ; ; Our commitment to fighting climate change will help deliver the policy outcomes for fighting climate change under PPN 06/20.

  Tackling economic inequality

  Civica is committed to building an inclusive and diverse culture that tackles inequality in employment, skills and pay. We promote equal opportunity through all our activities and ensure rights for all employees are always protected. We are listed as a 2020 Financial Times Diversity Leader and we are a ‘Gold’ Investors in People company. ; ; We have increased our focus and commitment to ensure we proactively implement equal and non-discriminatory treatment to all our workers. We have implemented a Diversity & Inclusion Strategy and have a Diversity and Inclusion Lead to drive the implementation of this strategy. This aims to tackle inequality in recruitment practices, team development, skills and pay through the following actions:; ; • We are a Living Wage accredited employer.; • We recruit locally to where services are delivered.; • We are committed to developing the skills of young people near our client’s businesses e.g., for a local authority, we have developed a programme of engagement workshops for young people with the potential for digital work experience. ; • Our staff act as mentors for Youth Enterprise schemes in schools/universities.; • We are a member of the 5% club, an industry-led initiative focused on creating momentum behind the recruitment of apprentices into the UK workplace. ; • Over 2.5% of our workplace is made up of apprentices or graduates and we intend to increase this to 5% by the end of 2025.; • We provide our own apprenticeship programme for managers, giving them access to training and development that may not be accessible outside the workplace.; ; Our commitment to building an inclusive and diverse culture will help deliver the policy outcomes for tackling economic inequality under PPN 06/20 and will dramatically improve job prospects and increase earning potential for the young and job seeking communities.

  Equal opportunity

  Civica is committed to providing equal opportunities and building an inclusive and diverse culture. The more diverse our workforce, the more informed the decisions we can make for our customers, supporting the communities in which we work. ; ; We are proud to have been ranked as one of the top European companies for workforce diversity and equality, as chosen by in the Financial Times in 2020.; ; We are committed to building and maintaining an inclusive and supportive culture where diversity thrives:; ; • To ensure our recruitment practices support the attraction and hiring of diverse candidates, all vacancies are advertised on multiple Diversity & Inclusion platforms. ; • We run attraction campaigns targeting females and BAME applicants. We use a process of anonymised applications, competency-based questions and scoring to remove bias. We also use decoders to ensure job advertisements use gender and culturally neutral language. We also ensure mixed panel interviewing.; • We advertise vacancies on https://disabilityjob.co.uk/ and share diversity statements on all job adverts.; • We have made training on diversity and inclusion mandatory.; • We aim to ensure increased diversity of new starters in technology/sales/leadership roles by 10% per annum over the next 3 years.; • We aim to ensure that at least 50% of shortlisted people are being considered from a diverse background for roles above £35k.; • We promote affinity groups within the company who represent a group of people linked by a common characteristic, often underrepresented, or historically excluded, which acts as a ‘safe space’ for such individuals. This identity could be related to race, gender, sexual orientation, language, nationality, physical or mental ability, socioeconomic class, family structure, religion, amongst others.; ; Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for equal opportunity under PPN 06/20.

  Wellbeing

  Civica actively promote a mentally healthy workplace and workforce integrating mental health and general wellbeing in all that we do from recruitment, appraisals to strategic management.; ; Through our Health and Wellbeing Policy (HWP) and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. These provide a foundation to support the mental and physical health of our staff through:; ; • Employee Assistance Programme and online Wellbeing Hub, which provides 24/7 access to websites, e-mail, phone, face-to-face counselling on all personal issues.; • Aviva DigiCare+ Workplace App providing external mental health consultancy.; • Mental Health Champions who support colleagues’ wellbeing in the workplace.; • RedArc Personal nurse service.; • Management Coaching - managers are trained in GROW (Goals, Reality, Options and Will) and in being Health and Wellbeing Advisors, supporting employees with mental/physical health needs.; • Health assessments/advice aimed at improving physical health.; • Cycle to Work scheme to aid physical and mental health.; • Weekly fruit drop for offices, encouraging a healthier diet.; • Free eye tests for all VDU users, encourage staff to take advantage of NHS flu vaccinations services, and support people wishing to use the NHS Stop Smoking Service.; ; We also support our customers’ and communities’ through The Civica Foundation, our home for all charity, community, volunteering and social value. Our Days of Difference initiative gives every Civica employee 3 days a year to make a difference to charitable or community causes. Our employee’s can use this individually, join up as a team or take part in Civica coordinated events.; ; Suppliers/subcontractors are subject to Civica’s Sub-contractor Selection Process as defined in our ISO9001 Quality Management System, which includes criteria for assessing health and wellbeing policies.; ; Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

• Price: £11,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at BidsCivicaDigital@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.