Civica UK Limited

Civica Engage

Civica Engage, our stakeholder engagement system, is used by hundreds of customers to manage and communicate with their members, local communities and other stakeholders.
The CRM Member/Stakeholder Engagement Platform is designed specifically for the health sector. Trusted by over 200 organisations as the communications hub for their engagement with staff/patients/public.

Features

• Secure cloud-based hosting of system and data
• Bespoke configuration
• Integrated communication & social media tools: ClickEmail, ClickPost, ClickText, ClickSurvey
• Governor and election management
• Reporting tools incl. Population Profiling, Lifestyle, Target, History & Statutory
• Event Management
• Integrated cloud-based document storage
• Email (ClickEmail) management & analytics
• Continual development & evolution through systematic version-release programme
• Integrated CACI socio demographic and health profiling, modelling analytical tools

Benefits

• A tailored, configurable platform built in partnership with the sector
• Enables precise engagement activity for Foundation Trusts, Trusts & CCGs
• Cheaper communication tools
• User-friendly interface enabling all users to work smarter, confidently
• Faster working with no duplication of tasks & simple workflow
• From an ISO27001, ISO9001 & NHS IG Toolkit accredited supplier
• Comprehensive security, back up and audit trailing
• Very low risk: market leading solution used extensively across sector
• 24/7/365 web-based access; no need to install any software
• Limitless users – pricing model is not user license based

£5,000 a unit a year

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

250456385534236

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: Public cloud
• Service constraints: None
• System requirements: Internet Access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within an hour during normal business hours. If at weekend, within an hour of the next business hour commencing.
• 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: Telephone, screen sharing or onsite if needed (rare). If a callout is required for e.g. additional training then the charge is £875 per day plus travel/disbursements. Technical callouts are not needed.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Telephone and Helpdesk continual support, onsite initial training session, user guides, annual user groups.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Videos
  • FAQ's/Dropdown boxes
• End-of-contract data extraction: Civica Engagement Solutions will undertake a full extract of the data and securely provide to the client in the desired flat file format. Once received and confirmed, we will then securely delete all data held on Civica Engagement Solutions servers and shut the system down, providing written confirmation that such action has been taken.
• End-of-contract process: If a client chooses not to renew, then once written confirmation is received, we will agree a date on which we are to carry out the data extract. Once carried out it is then securely provided to the client. Upon confirmation that all is in order, we then clear the system and shut it down, providing written confirmation to the client that this has taken place and that we are no longer in possession of any of their data that we once held. There is no additional fee for this.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Securely accessed internet with support via email, telephone and onsite when needed.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: None
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Pages, surveys and reports are highly configurable. A project setup document and appointment discussions will define the scope of the build and any necessary configuration.

Scaling

• Independence of resources: Regular testing and enhancement of service and hardware. Uptime and performance assurances are provided in SLAs.

Analytics

• Service usage metrics: Yes
• Metrics types: Upon request we can report on usage of the system with various variables.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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 CSA CCM v3.0
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Civica Engage uses a filtering system for users to define very accurately the data they want. They can then extract either in .xsl, .csv, PDF and other formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Xsl
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: 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: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Username and password plus internal processes, audited in accordance with ISO 9001 and ISO 27001 protocols.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: 06/10/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • ISO 22301
  • ISO 9001 - this includes elements in and around security

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); NHS Data Security & Protection Toolkit
• 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Civica Engage has 3 version releases per year. Each release is documented and all Civica Engage clients are provided with the latest version of the platform.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Available on request
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Available on request
• 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: Incidents are captured and reported on as per our ISO 27001 and ISO 9001 procedures. Incidents will be reported through the Engage system or by telephone or email reports. Once a case is investigated a report will be produced and considered at the next available executive management meeting.

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: £5,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• 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.