Civica UK Limited

Civica CostMaster

PLICS - Patient Level Information Costing System. Our fully CTP Compliant, PLICS and SLR System is offered on premise or on a fully managed Microsoft Azure cloud platform. The system benefits from ProAuto, our automation tool, as well as comprehensive Microsoft Power BI reporting and analytics capability.

Features

• Flexible and secure cloud deployment on a Managed Platform
• Fully compliant with national costing standards
• Transparent model set up and reconciliation, no SQL skills required
• Produce National Cost Collection (NCC) submissions from a single model
• Host multiple cost models within the cloud platform
• In-built SLAM income integration for SLR reporting
• In-built automation engine to group tasks and schedule processing
• Link directly to data sets and transform data on import
• BI Independent, produce costing reports in any reporting tool
• Reconfigured for optimisation in cloud environment

Benefits

• Improved decision making with accurate costing information
• Utilise costing data as a key management information resource
• Create dynamic and engaging visuals to unlock insights
• Improve management of resources with better intelligence and transparent data
• Simplify the process of submitting the national costing returns
• Access the latest technologies in processing and analytics
• Cloud optimised for accelerated deployment and automatic updates
• Ability to compare the cost of services with income received

£4,000 to £5,000 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

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

273545275883993

Contact

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

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Civica SLAM can be combined with Civica CostMaster (our patient level costing solution) to produce Service Line Reporting (SLR)
• Cloud deployment model: Public cloud
• Service constraints: The number of concurrent users of the application will be limited to your agreed amount. Planned maintenance will be agreed in advance, and preferred to be completed out of business hours with minimal disruption to service.
• System requirements:
  • An Internet Browser
  • An Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Target response times: ; ; Priority 1 issues - 1 hour ; Priority 2 issues - 4 hours; Priority 3 issues - 1 day; Priority 4 issues - 1 day; ; This is based on 9-5, Mon - Fri excluding Bank Holidays. 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), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our standard support levels are as follow: ; ; Maximum Response Time (All Calls) Target Resolution Time ; (Software); Priority 1 Response - 1 hour; Resolution - 8 hours; Priority 2 Response - 4 hours; Resolution - 32 hours (4 Working Days); Priority 3 Response - 8 hours; Resolution - 80 hours (10 Working Days); Priority 4 Response - 8 hours; Resolution - 120 hours (15 Working Days); ; Priority is based on a combination or urgency and impact.; ; Application is delivered as a Software as a Service which is fully managed by Civica.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is provided on-site or remotely as part of the standard implementation process. Full User documentation is available for all customers to download from the Civica User Hub.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Chargeable data extraction service can be provisioned at the end of a contract. Data can be provided as .csv, database backups or model extracts, service would be dependant on format, required destination and data volume.
• 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.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Number of users, scale of reporting licenses.

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: Service Incident and Request Metrics can be provided
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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: For data extracts users can produce a flat file that can be sent to local servers or data warehouses via Azure Storage Accounts. Bulk reporting tools also included - Power BI and internal query reporting.
• 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)
  • Username or password
• Access restrictions in management interfaces and support channels: Two factor authentication and conditional access policies for authentication. Azure endpoints are secured to customers network
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users 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: 07/11/2023
• What the ISO/IEC 27001 doesn’t cover: NA
• 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
  • ISO22301
  • DSPT (NHS Service Provider)

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 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. These processes are externally audited on an annual basis to ensure continued compliance.; ; Azure Defender is used to provide ongoing security recommendations, vulnerability assessments, and alerts to better apply security policies within the environment as part of the prevention capabilities. Platform as a Service are automatically kept up to date by Microsoft. Infrastructure as a Service patches are automatically applied monthly, within 24 hours after Microsoft’s patch release. Emergency patches are applied on an ad hoc basis.; ; In additional to the above, Civica’s Compliance team manage threats across the organisation.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Azure’s antivirus and anti-malware solutions provide real time alerts that identifying potential compromises.; ; Civica take a proactive approach to information security through continual monitoring and review. As part of our risk lifecycle toolsets, Civica identifies and manages information security risks, which are overseen by our Compliance team.; ; Civica provides Privacy and Compliance training to all staff on a yearly basis including General Data Protection Regulations (GDPR), ensuring incident response meets all GDPR and UK compliance regulations.; ; If a potential compromise is found, Civica invokes their incident response process, and the incident is managed by Civica’s Compliance team.
• 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: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)
  • Other
• Other public sector networks: NHS Secure Boundary Service

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 promote 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 employee’s 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: £4,000 to £5,000 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

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.