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Civica UK Limited

Civica Community Fire Risk Management Information System (CFRMIS)

CFRMIS, our strategic fire risk management system provides comprehensive auditing and operational intelligence to help fire and rescue services minimise risk to the public and fire crews

Key capabilities include: Technical and Community Fire Safety, Operational Intelligence, Vulnerable Persons, Online Services, Safelincs integration.

60% UK Fire/Rescue services use CFRMIS.

Features

  • User definable interface
  • Categorise jobs for quick access
  • Generate reports, including Home Office Reports, performance indicators
  • Compatible with MS SQL reporting services and Power BI
  • GIS solution to display CFRMIS and customer data
  • Manage documents securely, with 256 bit encryption
  • Secure group policy restrictions

Benefits

  • Improve risk identification & lower the risk of incidents
  • Reduce the likelihood of failed prosecution attempts
  • Gain faster access to vital data by creating corporate dashboards
  • Automate enforcement management in a single solution
  • Remove paper processes and increase productivity
  • Improve resource efficiency with a clear display of current workloads

Pricing

£77 a user a month

  • Free trial available

Service documents

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 g-cloud@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

1 1 4 8 1 6 6 0 0 8 5 5 3 6 0

Contact

Civica UK Limited Civica UK Limited
Telephone: +44 (0) 3333 214 914
Email: g-cloud@civica.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • The solution is browser-based so doesn't require any additional licences
  • Does not require any third party licences

User support

Email or online ticketing support
Email or online ticketing
Support response times
Provides 24x7 monitoring/alerting of infrastructure and resources for cloud-based solutions.
P1: 8 working hours
P2: High - 5 working days
P3: Normal - 20 working days
P4: Low - No commitment but may be considered for a future release
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
Level 1 Support - Call Centre and Help Desk Support
Level 2 Support - Technical Help and Support
Level 3 Support - Bug fixing and software development
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Civica operates a highly developed Project Management and Implementation methodology for every Civica Community Fire Risk Management Information System (CFRMIS) implementation. This methodology is based on industry standard methodologies, and is specifically tailored for implementing package based solutions into organisations to tight timescales. The Civica Project Manager will draw on their experience to establish the most effective management and delivery methods for the project.

A variety of training courses are available to help project team members, managers, business users and system administrators become familiar with the solution.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
There is no specific data extraction process at the end of contract. However, Civica would look to provide the data within a format that can be accessible to the data owner. If any further services are required, e.g., data cleansing or data manipulation, these would be chargeable at the day rate of the sold contract.
End-of-contract process
Three months from the end date of the contract, Civica will enter into discussions with the client to determine whether the contract will be extended. If the client decides to enter into a further contract term, then a new contract will be issued.

If the client decides not to extend beyond the contract end date, within seven days following the contract end date the Licensee shall (at the option of the Licensor) return or destroy all copies, forms and parts of the program and documentation which are covered by this Licence, and shall certify to the Licensor in writing that this has been done.

Once notice has been received that the customer will not extend beyond the contract end date, then Civica will email the customer confirming the notice has been received, and a member of our technical department will contact you to arrange removal of the system from your servers.

Any assistance the client may require to migrate existing data ff the system on termination of this contract will be chargeable.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Through the use of CFRMIS Quick Screens or Referral forms, CFRMIS can be accessed via mobile device with an internet connection.

Where disconnected architecture is required, then customers can use CFRMIS Tablet but are restricted to a Windows only device
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
Yes
What users can and can't do using the API
The Civica Technical Fire Safety & Community Fire Safety External Integration is similar to an API, allowing a fire service to create their own web-pages in their corporate intranet/extranet/standalone web-browser to interact with the solution to create new jobs/edit existing records.

Providing two fundamental aspects:

1. The ability to query data in the solution and return the results in a generic manner.
2. The ability to save data to the solution database which may/may not include the sending of emails/other notifications.

Civica provides a method to the solution database allowing a query to be enacted against it. The results are returned in XML format for interpretation by the calling application.

Civica provides a universal and generic way of sending data to our website. The solution website processes the data sent according to a very specific set of business rules in conjunction with any specific customer requirements, i.e. sending of emails/notifications.

Civica expects its customers to create their own web-based or other user-interface. This user-interface can consume the API to enact requests to the solutions website, in exactly the same manner as the solution web application.

The API receives HTTP post requests which accept a URL and an accompanying JSON object.
API documentation
Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Customers can customise the user interface by hiding fields or re-labelling fields, but cannot make any changes to the solutions SQL database.
Customisation can be carried out by competent users either via editing the XML files or using the Graphical User Interface Editor.
Additional customisation can be added via the use of CFRMIS Quick Screens allowing customers to create process driven Dashboards tailored to different departments or disciplines. The use of CFRMIS Quick Screens allows access to CFRMIS without using the off the shelf interface and allow for customers to add their own corporate identity to their Dashboards.
Where a customer would prefer, any customisation work can be carried out by Civica. Customisation by Civica will incur additional costs.

Scaling

Independence of resources
The Civica Community Fire Risk Management Information System (CFRMIS) Hosted Solution is configured based on the concurrent usage information supplied by the customer. This data is then used to size the server requirements.

Analytics

Service usage metrics
Yes
Metrics types
Where Civica Community Fire Risk Management Information System (CFRMIS) is hosted, Civica can provide usage metrics at an additional cost.

Service metrics can be configured based on the customers requirements at an additional cost.
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
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
In-house
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
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
Civica Community Fire Risk Management Information System (CFRMIS) allows the exporting of data via CSV, XLS and XML, and can be exported from any query screen or Code Table. Civica Community Fire Risk Management Information System (CFRMIS) can import data either through spreadsheet based on code tables, via Bulk Data Import screen where data has been consumed from a Third Party agency, or via the Data Import Screen.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
Bulk Data Import allows users to import from Excel/CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
The Civica Community Fire Risk Management Information System (CFRMIS) will be configured to meet the customers Code of Connection
Data protection within supplier network
Other
Other protection within supplier network
The Civica Community Fire Risk Management Information System (CFRMIS) will be configures to meet the customers Code of Connection.

Availability and resilience

Guaranteed availability
The Civica Community Fire Risk Management Information System (CFRMIS) is built on the Microsoft Azure cloud platform that is backed by guaranteed availability levels of 99.5%. This provides geo-redundant data centres to ensure a high level of resilience.
Approach to resilience
Available on request
Outage reporting
The Civica Community Fire Risk Management Information System (CFRMIS) is built on the Microsoft Azure platform which has a public dashboard for outages of their systems. Civica will manage any software outages where appropriate.

Identity and authentication

User authentication needed
Yes
User authentication
Other
Other user authentication
By default the solution uses SQL Authentication, but this can be expanded to meet the customer's requirements.
Access restrictions in management interfaces and support channels
The solution uses User Groups to restrict access to data once a user has logged into the system. Additional restrictions can be placed on the system to restrict access to individual IP Address or an IP range.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
ISOQAR
ISO/IEC 27001 accreditation date
06/10/2022
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Viking Cloud
PCI DSS accreditation date
11/08/2023
What the PCI DSS doesn’t cover
Our certification covers Civica Payments software only (CivicaPay)
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • ISO22301
  • DSTP (NHS Service Provider)
  • ISO27701

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
ISO22301
PCI-DSS
DSTP (NHS Service Provider)
ISO27701
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 ad logical data protections 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
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 systems, Civica maintains a PCI-DSS v3.2 certification. In scope systems are subject to monthly 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. The solution is built on top of the Microsoft Azure platform, which leads the world in cyber security and allows granular monitoring of all the solutions from machine access. Civica uses MS Azure WAF to protect and monitor against known vulnerability exploits.
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 ISO20000 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-,ail, 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 also actively engaging with our wider supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.

We are accredited to the 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, underpinned by cloud-based services employing energy efficient technology.
• We support carbon neutrality with workforces/facilities to reduce carbon consumption over 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 promotes 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 and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. Our HWP provides a foundation to support both 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 and 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.
• We provide 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 employees 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 QMS, which includes criteria for assessing health and wellbeing policies.

Our commitment to providing equality of opportunity supports the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

Price
£77 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Civica can arrange access to their Civica Community Fire Risk Management Information System (CFRMIS) Beta site.

Service documents

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 g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.