Civica UK Limited

Civica Cito

An electronic document management suite, enabling organisations to capture, store, retrieve and share electronic documentation held in different formats (scanned paper, emails, images, electronic documents etc.) with a high level of security and access control, restricted by user, role profile or by document content or category.

Features

• Configurable widgets
• Attachment preview reel
• Device and browser agnostic
• Indexation and Content Search
• Bespoke Workflow and E-Forms
• System Administration
• Clinicically developed Interfaces
• Flexible HL7 Integration

Benefits

• Improved governance consistency and speed of access to information
• Productivity and efficiency improvements through automated streamlined patient care pathways
• Complements and underpins the implementation of the electronic patient record
• Reduces the cost of capturing storing and sharing patient information
• Reduces turnaround time from file request to accessing patient notes
• Holistic view of the patient across different formats
• Access to information offline at patient bedside or in community
• Intuitive environment for ease of use
• Streamlines clinical administation processes

£15.00 a user 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

230938884260907

Contact

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

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Access to the Civica Cito service is available on a 24 x 7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer; with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks.
• System requirements:
  • Supported Windows based PC/Device, meets the minimum hardware specification
  • Internet based bandwidth from Buyers' sites to cloud hosted location
  • Licenses for use of scanning devices of inhouse/on-premise scanners
  • Windows licensing to support the devices/users accessing the cloud

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Target response times: ; ; Priority 1 issues - 2 hours ; Priority 2 issues - 2 hours; Priority 3 issues - 1 day; Priority 4 issues - 2 days; ; This is based on 9-5, Mon - Fri. Priority 1 support is available 24/7 at additional charge.; ; Weekend support is only available on request and would be subject to an additional charge.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Customer is provided with full support and maintenance for the overall solution which may include software and database updates, fixes and support for any new functionality that has been developed specifically for the customer. ; ; Standard support services are 9am to 5pm for functional issues, with the exception of public holidays. Optional extended support on the cloud platform (no application feature support) are available. System tools allow the performance and availability of individual components of the system to be monitored. Civica provides 24 x 7 monitoring and alerting of infrastructure resources for its cloud-based solutions, enabling proactive management of all network devices, physical and virtual servers, connectivity, applications and system services. Any alerts requiring escalation are passed to technical experts in the appropriate areas. ; ; The Service Desk provides access to first, second and third line support engineers. The Service Desk is available to all trained users. Incidents can be logged by: ; ; • Contacting the Service Desk telephone number ; • Submitting a request via the web-based Customer Support System ; • Submitting a request via email.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A ‘Train the Trainer’ approach is usually adopted for the implementation of the Cito suite, though direct end user training can be provided if required. A typical installation will require 3-5 days training, covering system setup, configuration and administration, capture and retrieval as standard elements, with more specialised modules for eForms and Workflow. Training is provided on-site as part of the standard implementation process. ; ; Full User documentation is available for all customers to download from the Civica UserBase.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Civica will agree an exit strategy to be invoked on the termination or expiry of the contract which will support a controlled transition of the Cito service to another party as nominated by the customer. The exit strategy sets out the steps to be taken to ensure a smooth transition to an alternative systems supplier and/or retrieve their data. Civica will complete a secure transfer of data to the customer or incoming provider including: ; · Agreeing a strategy for transferring data ; · Removing/transferring data from redundant systems as necessary.
• End-of-contract process: Prior to the end of contract, it will be the customers responsibility to extract any data in the system, utilising the standard export tools provided with the application. It is the customers responsibility to ensure any data required is extracted prior to the date of contract termination. Should the customer require any assistance with data extraction, then assistance can be provided at the then standard daily consultancy rate. Within 24 hours following contract termination, all data held on the systems and any backup data held will be deleted in its entirety, in line with Civica’s data security policies, agree in contract with the customer. ; ; Upon contract expiry we would typically work with a client to manage the transition to other systems. This includes data extraction and the general management of the exit process. General “within product” extractions are included. Any additional data extract work or management would be chargeable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: This does not include offline capabilities but can be supplied at an additional cost.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Number of users, Reporting, Widgets, Forms, Data Fields, Roles and Responsibilities, workflow, parts of the user interface. ; ; The system has been designed to be configurable and allow users to customise functionality to their particular requirements. The system includes design tools for eforms and workflow specifically to enable customisation.; ; System Administrators and IT Managers

Scaling

• Independence of resources: Limited multi-tenancy of resources. Public cloud utilised to provision additional resource for critical processes when required.

Analytics

• Service usage metrics: Yes
• Metrics types: Retrieval and Access volumes, statistics, concurrent system usage, system availability
• Reporting types: 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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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 will complete a secure transfer of data to the customer or incoming provider including: ; ; · Agreeing a strategy for transferring data ; · Removing/transferring data from redundant systems as necessary; ; In most circumstances, it is envisaged that another third party provider will be involved in the creation and execution of the data extraction strategy, prior to import in to the replacement solution.
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Civica's standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieve then a service credit regime will come into force.
• Approach to resilience: Available on request.
• Outage reporting: Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate. ; Scheduled maintenance will occur outside the hours of 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.; Both planned and unplanned outages will be included in standard service reports.

Identity and authentication

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

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: ISOQAR
• ISO/IEC 27001 accreditation date: 06/10/2020
• 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: EMEA Global Compliance and Risk Services
• PCI DSS accreditation date: 11/08/2016
• What the PCI DSS doesn’t cover: Civica UK's certificate is Level 1 - Service Provider.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • ISO22301
  • DSPT (NHS Service Provider)
  • PCI-DSS
  • DSPT (Data Security and Protection Toolkit)

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
• 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 scheme. For high value financial hosted system, Civica also maintains a PCI-DSS v3.2 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 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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)

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: £15.00 a user 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.