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Civica UK Limited

Civica College Management

Civica College Management delivers comprehensive student Management Information capabilities to the hands of Colleges, via the Cloud. Designed to manage, support and enhance learners and their experiences in further education.

Features

  • Comprehensive solution, eliminating the need for costly disparate systems
  • Single point of access for staff and learners
  • Consolidated Learner view, enabling improved College decision making
  • Manage the Learner journey from enquiry, enrolment through to leaving
  • Access course/programme planning and examination management tools
  • Manage submission of the individualised learner record (ILR)
  • Manage submission of Scotland’s Further Education statistics (FES)
  • Manage timetabling and registers
  • Use sophisticated exam submission and results processing tools

Benefits

  • Reduces administration/streamlines processes with Apply/Enrol/Pay online
  • Empowers GDPR compliance with a secure, single source of truth
  • Ensures accurate data and reporting with intuitive interfaces
  • Early intervention through greater insight - improving retention and outcomes
  • Enables statutory compliance with real time access to validated data

Pricing

£17,600.00 a unit

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 5 2 3 0 5 4 1 1 4 5 1 4 9 3

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
Civica College Management is available 24x7x365, with a minimum availability of 99%, over an annual period, excluding planned maintenance windows.
Planned maintenance windows will be communicated in advance.
System requirements
Available on Request

User support

Email or online ticketing support
Email or online ticketing
Support response times
The severity of the Support ticket determines the maximum response time; The severity is set by the criteria below:

1. Business Critical
2. Major Operational
3. Minor Operational
4. Inconvenience
5. System not impeded

An initial response SLA all support ticket is as follows –

Severity 1 - Within 60 minutes of logging the call with Civica.
Severity 2 - Within 3 hours.
Severity 3 - Within 9 hours.
Severity 4 - Within 18 hours.
Severity 5 - Within 18 hours.

The Support team are available between the hours of 9.00am to 5.00pm Monday to Friday. Excluding UK bank holidays.
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
The severity of the Support ticket determines the maximum response time;

The severity is set by the criteria below:

1. Business Critical
2. Major Operational
3. Minor Operational
4. Inconvenience
5. System not impeded

An initial response SLA all support ticket is as follows –
Severity 1 - Within 60 minutes of logging the call with Civica.
Severity 2 - Within 3 hours.
Severity 3 - Within 9 hours.
Severity 4 - Within 18 hours.
Severity 5 - Within 18 hours.

The Support team are available between the hours of 9.00am to 5.00pm Monday to Friday. Excluding UK bank holidays.

An account manager would be allocated, they will meet with you on a regular basis (usually quarterly) to discuss with you any problems, plans or changes that you may wish to make. The support of our Help Desk is provided remotely.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Civica has a proven track record delivering successful implementation projects on time and budget.

Our experienced UK based project team work collaboratively through every phase of the project.
Full implementation services are delivered based upon Prince methodology and include the following:
• Project management
• Software installation and setup
• Data migration/conversion consultancy and services
• Training services (on-site and online)
• User Documentation
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Data is made available via Civica College Management product functionality. Ensuring that data can be readily extracted from the solution as required.
In the event of offboarding from the service, Civica will make available an electronic copy of the data in Civica's standard electronic format at an agreed cost.
More bespoke offboarding support can be provided, which may incur an additional cost.
End-of-contract process
At the end of the service and post offboarding, Civica will securely remove and delete Customer data.
Data can be made available during the offboarding process as per the 'End-of-contract data extraction', and as per contractual agreements with the Customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Civica College Management browser based interfaces are Mobile responsive for Learners and Staff.
Service interface
Yes
User support accessibility
WCAG 2.1 AAA
Description of service interface
Restful APIs across a number of features of the solution
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We have tested our interface to tools designed to test software against the needs of a wide variety of users requiring assistive technology
API
Yes
What users can and can't do using the API
The Civica College Management API layer provides the ability to Create, Read and Update selected data within the Civica College Management solution.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Civica College Management is a highly configurable solution, providing Colleges with the ability configure the solution to meet their specific needs. With common College specific configuration changes including the adding of custom fields and categories, tweaking of workflow rules, as well as reporting.

Custom development of the code of the solution is not supported.

Scaling

Independence of resources
Civica College Management is delivered via a multi resident approach to the Cloud. Enabling Colleges to benefit from the security, resiliency and availability of the Cloud, whilst maintaining independence and assurance that their Civica College Management solution will not be impacted by the demands of other Colleges utilising Civica College Management.
Each Customer has reserved resources dedicated specifically to their Civica College Management solution, meaning that you can be confident that your Civica College Management solution will be available and performant when you need it.

Analytics

Service usage metrics
Yes
Metrics types
Use of support services.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
  • 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
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 can be exported from the solution by leveraging inherent reporting capabilities within Civica College Management.
For more bespoke data export requests, such as in relation to exercising GDPR rights, the Civica College Management Support team or your Civica Account Manager should be contacted.
Data export formats
CSV
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 College Management is available 24x7x365, with a minimum availability of 99%, over an annual period, excluding planned maintenance windows. Planned maintenance windows will be communicated in advance.
Approach to resilience
Available on request.
Outage reporting
Civica College Management is available 24x7x365, with a minimum availability of 99%, over an annual period, excluding planned maintenance windows. Planned maintenance windows will be communicated in advance. Civica will use reasonable endeavours to ensure that system maintenance and upgrades are scheduled outside of the core working hours (08:00-20:00 Monday to Friday excluding UK bank holidays) and, as far as is reasonable, forty-eight hours notice via an email alert. In the case of an event outside of Civica’s control requiring immediate rectification, Customers will receive as much notification as reasonably possible.

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Restricted by pre-approved IP address.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 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
07/11/2023
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
N/A
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • ISO27701
  • ISO22301
  • PCI-DSS
  • Cyber Essentials

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
ISO27701 - Privacy Management
ISO22301 - Business Continuity
PCI-DSS
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 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 Plus scheme.
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.
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
£17,600.00 a unit
Discount for educational organisations
No
Free trial available
No

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.