Civica UK Limited

Civica MultiVue CRM Embed

MultiVue CRM Embed is a powerful master data management (MDM) solution that integrates directly into Microsoft Dynamics 365, providing staff with a complete view of the customer. MultiVue MDM ensures the best decisions are made and best advice provided at the point of client engagement.

Features

• Manage data through Dynamics 365 with seamless integration
• ‘Enterprise search’ across Dynamics 365 and other data sources
• Simplified registration based on data in other sources
• Enhanced fuzzy matching capability for Dynamics 365
• Bi-directional integration from/to other data sources
• The flexibility of cloud-enabled deployment

Benefits

• Create an enterprise-wide single customer view in Dynamics 365
• Empower staff at the point of customer contact
• Reduce the time spent troubleshooting issues around customer data
• Confidence in your data to deliver channel shift strategies
• Reduce call handling times and improve customer satisfaction
• Drive the adoption and success of customer portal initiatives
• Achieve operational efficiencies and cost savings
• Support regulatory compliance
• Enable 'tell us once' to be a reality

£2,849 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 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 13

Service ID

209948800215547

Contact

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

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: This is an add on to the MultiVue platform.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Requires a SQL Server or Oracle staging environment

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Civica undertakes to use all reasonable endeavors to respond in accordance with the following:-; ; • Priority 1 – Target response time one hour; • Priority 2 – Target response time four hours; • Priority 3 – Target response time four hours; • Priority 4 – Same day response
• 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: Support levels offered are as follows:; ; Standard - 9am to 5pm, Monday to Friday.; ; Bronze - Standard support plus 3 consulting days for annual health check (or other consulting services). Additional cost: on application; ; Silver - Standard support extended between 8.00am to 6.00pm, Monday to Friday. Cost on application.; ; Gold - 24 x 7 support, for Priority One incidents, with others handled under the terms of Standard support. Additional cost subject to further agreement.; ; Platinum - Full 24 x 7 support for all incidents. Additional cost subject to further agreement
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There are a number of stages involved in the implementation of MultiVue for Customer services, these are listed below:; ; [Bulk Loading] source system data, analysing & cleansing.; ; [Matching]. Identifies matches ranging from definite to probable to unlikely, with a score indicating the confidence of each match.; ; [Merging]. Creating a confidence level for matches. Matches scoring above a confidence score agreed with the customer are then merged to create a ‘golden record’.; ; [Keeping in-sync]. Create integrations to keep MultiVue synchronised with the source systems. This integration would handle instances where new customers are added to a system, or when existing customer details are amended.; ; [Testing & Go-live]. Civica would undertake a rigorous testing phase, prior to the system being made available for User Acceptance Testing. Our Consultants will then migrate the environment to Production.; ; [Business as usual]. Configuration of out of the box reports for Data Stewards.; ; [Training & documentation (on-site)]. Civica offer a comprehensive training program for Technical System Administrators and Data Stewards.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Civica would work with customers to determine the most appropriate means of exporting data, dependent on the capabilities and integration standards offered by source systems as well as the frequency with which data is updated. MultiVue is not prescriptive as to the format and minimum data set for any such external system data source load.
• End-of-contract process: In order to ensure that a smooth and effective handover is possible at the end of the contract or on early termination, a framework needs to be agreed prior to the contract commencement that provides both parties with a clear indication of the areas for which they will be responsible when the contract ceases.; To provide both parties with the necessary assurance that a successful handover can be achieved within the provisions of the contract, this framework should identify all of the main areas in which detailed arrangements need to be made in advance of the contract commencement. Should there be any areas where it is not possible to agree in advance, as some issues will be dependent on the circumstances at the time, these will need to be agreed following notification of termination.; Civica’s price contains provision for discharging these responsibilities comprehensively in the event of the termination/expiry of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• 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: MultiVue provides both synchronous and asynchronous methods for connecting to data sources or an Enterprise Service Bus (ESB). Typically, MultiVue is connected to an ESB through the Message Queuing technology that is intrinsic to the MultiVue platform. The message queue technology in MultiVue provides guaranteed message delivery and ensures data integrity throughout the life-cycle of any data. The data governance policies that have been identified and agreed by the key data stakeholders will be modelled and configured within MultiVue, allowing data to flow bi-directionally to and from source systems and/or an ESB. The validated data held within MultiVue will then be published as a set of services allowing both data sources and other connected applications to leverage the data held within the MultiVue to allow the organisational data held to truly be treated as an asset. The introduction of the MDM functionality as services, that are consumable from all aspects of the organisation, allow the implementation of MultiVue to support a prioritised list of source systems as well as integration with external partner agencies and their data sources in the future.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our implementation approach is highly collaborative and based on providing training and knowledge transfer during implementation to empower customers to fully support their own environment, including self-sufficiency to be able to carry out their own data integrations into the MultiVue technology in the future. This reduces total cost of ownership over time. MultiVue is a COTS application which can be implemented and integrated rapidly. It is a standards based, flexible technology, such that additional source systems and changes to data definitions can be accommodated with limited technical effort. Full training and knowledge transfer on these tasks would be delivered during an implementation project. MultiVue is designed to be configurable for a number of uses based on its flexible model and Civica’s approach to data integration. The product provides intuitive user-interface screens to configure the system and these are aimed at the relevant user-group for that particular feature. Administrators have full control over configuration of the following: • Security, access credentials, auditing controls etc. Information Workers / Data Stewards can configure: • Matching rules, merging thresholds, report distribution etc. Developers can configure: • MultiVue services, data adaptor, messaging infrastructure etc. All of these components can be reused.

Scaling

• Independence of resources: Each MultiVue customer would have their own instance installed on the Microsoft Azure cloud infrastructure so that there are no performance implications from additional customers subscribing to the service.

Analytics

• Service usage metrics: No

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:
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data can be encrypted at various levels using either our software or a 3rd party tool-set as dictated by customer requirements.
• 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 would work with customers to determine the most appropriate means of exporting data, dependent on the capabilities and integration standards offered by source systems as well as the frequency with which data is updated. MultiVue is not prescriptive as to the format and minimum data set for any such external system data source load.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • SQL Server
  • Oracle
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • SQL Server
  • Oracle

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: Data is hosted within a Microsoft Azure environment and data can be optionally be encrypted at rest.

Availability and resilience

• Guaranteed availability: Civica can support up to 99.99% availability depending on a customer's requirements. For continuous operation of MultiVue with high volume batch feeds or real-time trickle feeds there is a requirement for a high availability configuration. In these circumstances, multiple MultiVue instances can be installed and configured to provide fail-over and maintain workflow resilience. A single MultiVue instance is not a single process but a group of processes orchestrated to deliver the matching pipeline. This provides application level scalability where MultiVue services can be distributed across different servers in order to balance overall system load.
• Approach to resilience: Civica utilise the Microsoft Azure datacentre which provides high levels of availability and resilience.
• Outage reporting: MultiVue utilises a combination of tools within the Windows Framework to monitor performance. This includes the use of event logs and the use of performance monitor. MultiVue provides the capability to monitor and report on items such as batch load performance and completion, workflow execution statistics, data quality of master data and business process metrics via an HTML user interface.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Other
• Other user authentication: MultiVue utilises core Microsoft Windows Server and Microsoft Active Directory services in order to provide user and service authentication and authorisation. The configuration, management and revoking of user accounts is under the direct control of the IT administrators. All aspects of the solution honours strict role based access controls which can be used to restrict access to system features as well as data held within it. In addition, MultiVue uses Internet Information Server as the host for the user interface. This can be controlled with Microsoft configuration management tools to enforce IT policy and conform to any internal network restrictions.
• Access restrictions in management interfaces and support channels: MultiVue has a built in role based authentication capability which can be integrated with 3rd party authentication mechanisms.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Other
• Description of management access authentication: MultiVue utilises core Microsoft Windows Server and Microsoft Active Directory services in order to provide user and service authentication and authorisation. The configuration, management and revoking of user accounts is under the direct control of the IT administrators. All aspects of the solution honours strict role based access controls which can be used to restrict access to system features as well as data held within it. In addition, MultiVue uses Internet Information Server as the host for the user interface. This can be controlled with Microsoft configuration management tools to enforce IT policy and conform to any internal network restrictions.

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: 06/12/2017
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Trustwave
• PCI DSS accreditation date: 01/08/2018
• What the PCI DSS doesn’t cover: Our certification covers Civica Payments software only.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301
  • ISO 9001
  • ISO 27001

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; ISO9001; ISO27001
• 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: Supplier-defined controls
• Configuration and change management approach: Product enhancement requests are captured by the Product Management Team and then presented to our internal Product Review Board (PRB). Once the changes have been agreed and prioritised, they are passed to Product Development to add to a subsequent release. The customer will be notified at each stage of the process and provided a release schedule. Civica implement an Agile Development approach with tasks split into manageable iterations. Prior to the start of each iteration Civica determine what will be delivered within the development period and taken from the product roadmap.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: MultiVue logs key events to the Windows Event log which can be interrogated by IT monitoring tools to identify system warnings. MultiVue also retains an audit trail of key user events on interactions with the user interface. This includes logging in to the system, amendments to configuration and domain models as well as actions such as search, record manipulation and record viewing. Each event is timestamped using the Windows Server timestamp and meta data about the origin of the event, including the user, is retained.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: MultiVue logs key events to the Windows Event log which can be interrogated by IT monitoring tools to identify system warnings. MultiVue also retains an audit trail of key user events on interactions with the user interface. This includes logging in to the system, amendments to configuration and domain models as well as actions such as search, record manipulation and record viewing. Each event is timestamped using the Windows Server timestamp and meta data about the origin of the event, including the user, is retained.
• Incident management type: Supplier-defined controls
• Incident management approach: Any potential security incident will be logged and reported initially to a line manager. Depending upon the severity of the incident, it may be escalated to the Head of Technical Services and ultimately the Chief Executive Officer. Any direct impact on a customer or their data will be communicated immediately and an appropriate remedy agreed upon.; 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

• Fighting climate change:

  Fighting climate change

  Civica’s Environment and Social Governance (ESG) committee provides focus for ongoing development and implementation of our environmental policy, supported by our ISO 14001 standard. We commit to working with staff, customers, suppliers, contractors and partners to recognise and reduce our environmental impact. Simultaneously we’re optimising our services to support environmental and community initiatives.; ; We support fighting climate change by:; - Helping employees reduce their environmental footprint at work. Initiatives include: recycling facilities across our offices, single use plastic reduction, timer switches for office devices, cistern water saving devices, installing LED lighting when refreshing offices, WEEE recycling all hardware, print reduction, phone and printer cartridge recycling, FSC certified paper; weekly employee communications encouraging and advising employees on positive approaches to reduce carbon. Employees have carbon saving benefits such as cycle to work scheme.; - Socially responsible purchasing, sustainable procurement, reduced consumption.; - Selecting suppliers, goods and services that demonstrate sustainable, socially responsible, ethically sound standards.; - Leading by example via activities such as: reducing single use plastic consumption by 70% within the next 5 years; prioritising use of green energy; promoting recycling through ‘Zero to Landfill’ and ‘Zero Print’ schemes; working towards carbon neutrality with workforces and facilities over the next 10-years.; - Creating software with sustainability in built in; net-zero is a key theme in our product roadmaps.; - Partnering customers to co-create public services fit for the future. Civica's NorthStar innovation lab creates physical and virtual opportunities to jointly explore trends and technologies supporting customers Net Zero ambitions.; - Meeting/exceeding environmental legislation through ISO audits.; ; We have a Carbon Reduction Plan and commitment to achieve Net Zero by 2040 (latest). We are reviewing our energy mix, materials we use and working with partners to begin to plant a ‘Civica Forest’ whilst maintaining awareness of the Greenwashing issue.
• Covid-19 recovery:

  Covid-19 recovery

  In the spring of 2020, Civica were an early signatory to the C-19 Business Pledge. We focused on safeguarding our people and communities and ensuring the successful ongoing provision of our business-critical software and services.; ; Supporting customers: Alongside business as usual for our customers, we have worked hard to support the national and local level response through practical, innovative and updated software capability. We have delivered a range of new capabilities quickly, such as those listed below, and continue to provide system advice, configuration and data insights to ensure effective action. ; - COVID-19 App (the first of its kind in the UK and Ireland) was developed and launched with the Northern Ireland Department of Health, and helped reduce the pressure on the 111 helpline.; - Developed local track and trace solution for London Borough of Redbridge, enabling it to support localised contact tracing/escalations.; - Community Helper software - built on the iCasework platform to help local authorities co-ordinate rapid support for vulnerable people while minimising safeguarding risks.; - Our Trac e-recruitment software was used to help NHS recruiters get the right candidates into posts quickly and fast-track DBS checks.; - Supporting social housing tenants - assisted teams to re-focus resources and provide vital support to tenants.; - Supporting Revenues and Benefits teams - software solutions for the two largest UK government measures, Business Rates Grant fund and the Council Tax Hardship fund. ; ; Supporting employees: We proactively provide guidance and support for our people, from keeping remote workers engaged, to our mental health champions and free-to-access Employee Assistance programme. We have adopted a blended working model enabling colleagues to work safely and flexibly at various locations and hub offices, enhanced how we communicate, and continue to look for new ways to share ideas and inspiration.
• Tackling economic inequality:

  Tackling economic inequality

  Create opportunities for entrepreneurship and help organisations to grow. Civica is committed to working with its customers to deliver value into the community by supporting young people, developing skills and mentoring businesses to attract inward investment and growth that brings with it employment and skills.; ; We support innovation through our NorthStar innovation lab, a company-wide initiative focused on enhanced client outcomes by applying fresh ideas on data, automation and new technologies. We work with our customers to co-create public services that are fit for today and for the future. Our Civica NorthStar innovation lab creates physical and virtual opportunities for us to jointly explore trends and technologies.; ; Create employment and training opportunities; Civica is a member of the 5% Club, and aims to have 5% of its UK work force as either apprentices, graduates or work experience students by the end of 2025. We employ apprentices and graduates into a number of different disciplines and locations, with a focus on ensuring they are long term employees of Civica.; ; Support educational attainment; Learning and development is at the core of the Civica Quality Management Framework. We believe in investing in our people and are proud of our Investors in People Gold accreditation and in being a top rated Glassdoor Employer.; ; We run our own Civica Academy for employee development and skills enhancement, which delivered over 220,000 hours of training during 2021. We provide our own apprenticeship programme (team leader level 3) for our aspiring and current managers that are considered stars of the future.; ; We are working on building some new apprenticeship standards such as the UX degree apprenticeship. This will benefit not only Civica’s Digital Team but all companies and customers that need UX talent.
• Equal opportunity:

  Equal opportunity

  Civica is a 2022 Financial Times Diversity Leader and is ‘Gold’ Investors in People accredited, demonstrating our commitment to promoting equal opportunity by tackling inequality in employment, skills and pay in our workforce. We proactively implement equal opportunities for employment and personal development among diverse groups and local areas, and ensure rights for all staff are always protected. This is led by our Group Diversity and Inclusion (D&I) team, championed by our CEO who is also our Chief Diversity Sponsor. The strategy and policy manages:; - Interview training, focusing on unconscious bias/equal opportunity.; - Anonymising CVs and ensuring interview panels represent minority groups.; - Using a decoder to ensure job advertisements use gender and culturally neutral language.; - Attracting/recruiting from minority backgrounds/disadvantaged groups across the organisation, especially into under-represented areas.; - Advertising vacancies in a wide variety of places and diversity/disability portals (including; BME jobs, Disability jobs and LGBT job sites), to increase gender diversity and ethnicity.; - Company-wide Diversity & Inclusion network, including affinity groups relating to under-represented groups.; - Mandatory Diversity & Inclusion training for all staff. ; - Pay equity reviews addressing inequality and UK gender pay gap.; - Flexible Working to encourage higher uptake for women, working parents and disabled groups.; - Partner with a social innovator company to help recruit and support employees with Autism Spectrum Disorder.; ; We gather and analyse data on our performance from regular surveys such as ENPS, IIP, Pulse survey, employee engagement surveys.; ; Our D&I team monitor the take-up, use and effectiveness of our measures, such as the number of new recruits from minority backgrounds, women, parents and diverse groups, and provide statistics for our Annual Review on performance against targets. For example, we report on the number of people attending training sessions and the split of male to female attendees.
• Wellbeing:

  Wellbeing

  Civica actively promote a mentally healthy workplace and workforce through our 40+ Mental Health Champions (MHC) and our ‘Health and Wellbeing’ policy, encouraging a flexible and realistic work/life balance. We integrate mental health and general wellbeing in all that we do from recruitment and ‘First Impressions’ to appraisals and strategic management.; ; Our ‘Health and Wellbeing’ policy and programme for all employees provide a foundation to support both the mental and physical health of our staff. Examples include:; - 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’ physical and mental wellbeing through: Employee ‘Donate-a-Day’ to local charities; Local events organised through “Charity Champions”; Directors providing guidance to local community health and wellbeing projects; Supporting social housing tenants to re-focus resources and provide vital support to tenants.; ; 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 and their promotion.

Pricing

• Price: £2,849 a unit a month
• 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

• Modern Slavery statement

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