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Civica UK Limited

Civica Catering Management

Catering Management enables foodservice organisations to simplify the management of catering services across all public sectors covering recipe/menu engineering inc. nutrition, allergens and dietary preference, sustainability profiling, endurance and DMR, e-procurement management, stock control, central production kitchen management, bedside patient/resident feeding, operational trading analysis, analytical reporting and paperless kitchen management.

Features

  • Cloud Hosted – fully managed service
  • Benefit from the latest releases, upgrades, and enhancements
  • Central database – single point of truth across entire organisation
  • Configurable functionality – only invest in functionality required
  • Interoperability – extensive import/export interfaces enabled
  • Standard user interface – common working practices improves efficiency
  • Highly configurable user profiling – delivers functionality/permissions to relevant stakeholders
  • Supply chain integration supports EDI and non-EDI suppliers
  • Extensive reporting – multiformat financial, operational and sustainability reports

Benefits

  • Improve operational efficiency standardise and simplify operational processes
  • Authenticated data checks ensures accuracy without double entry of data
  • Increased cost management gain greater control of operating budgets
  • Nutritionally analyse/profile menus for allergens/dietary preferences
  • Manage carbon footprint identify CO2 values of services/waste reduction
  • Operations on the move online/offline Windows, iOS & Android
  • Simplify purchasing activity maximise purchasing compliance with approved purchasing lists
  • Ensure legal compliance monitor and report upon compliance
  • Improve decision making, access reports anytime, anywhere
  • Simplify business governance, quickly identify process variations

Pricing

£3,600.00 a unit

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 8 5 5 8 9 0 1 9 0 9 4 9 4 2

Contact

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

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Civica Catering Management has been designed to form part of an organisations wider MIS for example, integrating with supply chain ERP solutions, EPOS and other sales solutions, HR systems to capture labour costs, food labelling systems and the customers finance system.
Cloud deployment model
Public cloud
Service constraints
Civica Catering Management endeavours to ensure that Availability is at an average level of 99.5% of the Working Days during a period of 3 calendar months excluding any time incurred for a scheduled outage.
Civica uses reasonable endeavours to ensure that maintenance/upgrades are scheduled outside of the Working Day and provide 48 hours notice.
In case of an event outside of Civica’s control requiring immediate rectification, customers will receive as much notification as possible.
Enhanced managed services are available subject to scope and quotation.
Devices to enable the mobile platform can be provided directly by the customer or Civica.
System requirements
  • Access to Internet required.
  • Minimum of 2mb recommended, 4mb bandwidth to access the service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Civica shall endeavour to respond to and resolve Faults, during Working Days which differ dependant on the fault itself.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
N/A
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
The Civica support team can be contacted by:
• Telephone – 09:00-17:00 – UK Working Day
• Email – UK Working Days – response will be during UK working Day
Support Portal – 24/7 – response will be during UK Working Day; In order to contact the nominated Subscriber contact and log a support call the Subscriber must log the support call on the Civica Support Desk Portal using the Subscriber’s username and password.
For multi-site organisations, we train client personnel to handle first line support calls which are then referred through to the Civica Support team for 2nd and 3rd line support assistance.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Managed using Prince2 methodology, Saffron is implemented as follows:
• Phase One – Engagement & Design
o Customer signs DocuSign quotation confirming proposal meets operational requirements
o Initial project meeting establishes delivery criteria, timeline, milestones, responsibilities.
o Both parties identify scope of any interface requirements, create and sign-off interface specification
• Phase Two - Build
o Civica project team manage creation of customer instance in AWS
o Civica project team collate master data, configure client estate profile, initial data import
o Civica project team and Customer validate imported data
o Customer instance is built to operational specification and processes tested in tandem
• Phase Three – Training
o Civica project team deliver Administrator training and train the trainer program to designated customer personnel
o Training provided to initial/pilot sites
o Training provided to other sites
• Phase Four - Go Live
o Test system is signed off
o Go Live Date confirmed
o Initial/Pilot sites begin trading
o Hyper care support of initial site operations
o Sign off of initial trading period
• Phase Five – Project Sign Off
o Roll out to remaining sites confirmed, scheduled, delivered
o Project signed off as delivered, passed to support team
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Powerpoint
  • YouTube Video
End-of-contract data extraction
Where a Contract is terminated in its entirety, in respect of both the System and the Equipment, all rights granted to the Subscriber under the Contract shall cease and the Subscriber must cease all activities authorised by the Contract including (without limitation) ceasing to use the System and/or the Equipment; the Subscriber must immediately pay to Civica any sums due to Civica under the Contract. Civica shall delete all User’s Personal Data from its servers thirty (30) days after the termination date. If requested by the Subscriber prior to the date of termination, and at the Subscriber’s expense, Civica shall make available a SQL server backup copy of the Subscriber’s data and User’s Personal Data on a secure SFTP website. The Subscriber may also request read only access to the Subscriber’s data (excluding any User’s Personal Data which shall be deleted by Civica in accordance with this clause) subject to payment of an annual fee which is payable in advance. Details of such fees are available on request. Both parties shall return or destroy the other’s Confidential Information following termination of the Contract.
End-of-contract process
Either party shall give the other at least 180 days notice in writing prior to the end of the Initial System Term or, following renewal thereafter, 180 days prior to the relevant System Renewal Date.
Where a party wishes to terminate the Contract in respect of the subscription to use the Equipment, but wishes to continue the Contract in respect of the subscription to use the System, such party shall give the other at least three months’ notice in writing prior to the end of the Initial Equipment Term, or three months prior to the relevant Equipment Renewal Date.
Either party may terminate the Contract in respect of the Equipment only, and the Contract in respect of the subscription to use the System shall continue. If either party terminates the Contract in respect of the System, then the entire Contract shall terminate. It's not possible to continue a contract for use of the Equipment unless there is a Contract and subscription in place to use the System.
At the end of the contract all user access will be revoked and all Equipment should be returned to Civica.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Key user functionality, such as Beside Ordering, Messaging, Task, Forms, Documents, Stock Taking, Purchasing, Data Capture, Wastage recording and Attendance is enabled on iOS and Android device.

Whilst Check could be used on any applicable iOS/Android device the solution has been tested, optimised and support services enabled based upon the Samsung A10 tablet.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Civica Catering Management is accessed via any web browser (latest versions) and a 2 factor authentication log-in portal that presents the assigned functionality to the user via a web user interface.

Access to Check is pre-designated based upon the site where the user works and accessed via the iOS or android app.
Accessibility standards
None or don’t know
Description of accessibility
N/A
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
All API services are provided on a bespoke basis
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Civica Catering Management is an off the shelf catering management solution that is, within the framework of Catering Management’s functional scope, customised to meet the governance and compliance requirements of each customer.

1. Functionality Suite – deployment based upon contracted licence arrangements
2. User roles and associated permissions
3. User Interface
4. Business Process Routines e.g. end of week/period
5. Manage VAT codes and processing
6. URL – subject to specification and quotation
7. EPOS Interface
8. Finance System Interface
9. Supply Chain data interface
10. Financial Calendar i.e. Trading Periods
11. Reports Library
12. Analytic Dashboards
13. Ingredient Nutritional Datasets
14. Customer Estate – sites, users, data access

Scaling

Independence of resources
Civica Catering Management is hosted in AWS, the infrastructure of which is monitored by the Civica Tech Services Team and supporting tools that monitor usage and demand. This approach enables us to adjust the service provision in relation to demand which, within a catering environment, usually increases as week and period end routines are completed.

Customers also have the option, for additional fees, to implement Civica Catering Management within a dedicated hosting environment.

Analytics

Service usage metrics
Yes
Metrics types
User metrics are available as part of our enhanced managed service offer
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
• Data from a number of reports can be exported to Microsoft Excel
• Defined System Interface – data can be exported to third party systems using defined interface specification with data transferred either directly between systems or via an SFTP
• Analytical Data Extract – enables high level reporting through analytic tools
• Defined Data Extract – by bespoke arrangement, the Catering Management database can be exported to a designated location or secure access provided to the clients’ backup system
• EPOS Interface – a standard EPOS interface supports two-way data transfer via SFTP with point of sale systems
Data export formats
  • CSV
  • Other
Other data export formats
SQL
Data import formats
  • CSV
  • Other
Other data import formats
SQL

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Civica will use its reasonable endeavours to ensure that Availability is at an average level of 99.5% of the Working Days during a period of 3 calendar months excluding any time incurred for a scheduled outage.
Approach to resilience
Web servers distributed across three separate availability zones within the AWS London region to ensure availability.
Outage reporting
Should unplanned outages occur all clients will be informed of via the log-in portal and the Civica Support Team will email the designated customer contact via email. Resolution will also be communicated via email to the designated customer contact.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access to any Civica Catering Management interface and support channel is enabled through a pre-configured user profile (inc. user name and password) managed by the customer’s system administrator(s), with the option for 2-Factor authentication.
Password Profile – user defined complexity, number of tries and validity period
Profiles enable customer personnel to access functionality, via the Civica Catering Management Home Page, relevant to their individual or user group job menus where permissions set against a specific group and then specific users added to a group.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
You control when users can access 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
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Viking Cloud
PCI DSS accreditation date
11/08/2023
What the PCI DSS doesn’t cover
Scope is limited to CivicaPay service
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • ISO27701
  • ISO22301
  • PCI-DSS
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO27701 - Privacy Management
ISO22301 - Business Continuity
PCI-DSS
Cyber Essentials
Information security policies and processes
In order to provide a wide range of services to public and private sector organisations, Civica maintains an active information security programme.
This programme requires regular internal and external audit inspection of both physical and logical data protection structures.
The policies and procedures are aligned to ISO 27001 and Cyber Essentials certifications.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
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
Supplier-defined controls
Vulnerability management approach
Civica Catering Management has vulnerability management processes in place for ISO27001.
These processes are externally audited on a bi-annual basis to ensure continued compliance.
For external vulnerability scanning, Civica employs the services of an external ‘Intertek’ approved provider to perform a penetration test against the external management IP interface.
Protective monitoring type
Supplier-defined controls
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 as well as Symantec’s full antivirus and anti-malware solution.
These technologies check the hosted services for errors, infections and unexpected network traffic and are supported by AWS WAF 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
Supplier-defined controls
Incident management approach
Civica have developed an Incident Management process under ISO9001 standard which details both the Incident and Service Request Management processes.
The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change which can be logged by e-mail, telephone and web portal.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As a company, we’ve made an ambitious commitment to achieve Net Zero Carbon emissions by 2040 (or sooner) by supporting our customers net zero ambitions, creating software with inbuilt sustainability and reducing our own impact.

Our Carbon Reduction Plan demonstrates our ambition to become industry leaders in reducing our environmental impact in support of the UK’s Net Zero Target. Underlining this ambition, we are focusing not only on our direct emissions sources but also actively engaging with our wider supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.

We are accredited to the ISO14001 Standard and to support delivery of our commitment our Environment, Social Value and Governance provides clear focus for the ongoing development of our environmental policy.

• We develop innovative software-based services that reduce power requirements.
• We help customers opt for more sustainable choices, through digital platforms/apps which remove paper, support flexible/agile working, underpinned by cloud-based services employing energy efficient technology.
• We support carbon neutrality with workforces/facilities to reduce carbon consumption over 10-years.
• We prioritise the use of green energy in Civica owned facilities within the next 10 years.
• We promote recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes.

Our commitment to continue to promote with employees and customers a much greater responsibility and leadership in eliminating unnecessary single-use plastics; we will continue to look to make more innovative and systematic changes to further reduce our use of single-use plastics across the organisation and to openly share our outcomes and learnings.

We undertake SECR Streamlined Energy and Carbon Reporting on our environmental footprint and the progress we are making to becoming Net Zero.

Our commitment to fighting climate change will help deliver the policy outcomes for fighting climate change under PPN 06/20.

Tackling economic inequality

Civica is committed to building an inclusive and diverse culture that tackles inequality in employment, skills and pay. We promote equal opportunity through all our activities and ensure rights for all employees are always protected. We are listed as a 2020 Financial Times Diversity Leader and we are a ‘Gold’ Investors in People company.

We have increased our focus and commitment to ensure we proactively implement equal and non-discriminatory treatment to all our workers. We have implemented a Diversity & Inclusion Strategy and have a Diversity and Inclusion Lead to drive the implementation of this strategy. This aims to tackle inequality in recruitment practices, team development, skills and pay through the following actions:

• We are a Living Wage accredited employer.
• We recruit locally to where services are delivered.
• We are committed to developing the skills of young people near our client’s businesses e.g., for a local authority, we have developed a programme of engagement workshops for young people with the potential for digital work experience.
• Our staff act as mentors for Youth Enterprise schemes in schools/universities.
• We are a member of the 5% club, an industry-led initiative focused on creating momentum behind the recruitment of apprentices into the UK workplace.
• Over 2.5% of our workplace is made up of apprentices or graduates and we intend to increase this to 5% by the end of 2025.
• We provide our own apprenticeship programme for managers, giving them access to training and development that may not be accessible outside the workplace.

Our commitment to building an inclusive and diverse culture will help deliver the policy outcomes for tackling economic inequality under PPN 06/20 and will dramatically improve job prospects and increase earning potential for the young and job seeking communities.

Equal opportunity

Civica is committed to providing equal opportunities and building an inclusive and diverse culture. The more diverse our workforce, the more informed the decisions we can make for our customers, supporting the communities in which we work.

We are proud to have been ranked as one of the top European companies for workforce diversity and equality, as chosen by in the Financial Times in 2020.

We are committed to building and maintaining an inclusive and supportive culture where diversity thrives:

• To ensure our recruitment practices support the attraction and hiring of diverse candidates, all vacancies are advertised on multiple Diversity & Inclusion platforms.
• We run attraction campaigns targeting females and BAME applicants. We use a process of anonymised applications, competency-based questions and scoring to remove bias. We also use decoders to ensure job advertisements use gender and culturally neutral language. We also ensure mixed panel interviewing.
• We advertise vacancies on https://disabilityjob.co.uk/ and share diversity statements on all job adverts.
• We have made training on diversity and inclusion mandatory.
• We aim to ensure increased diversity of new starters in technology/sales/leadership roles by 10% per annum over the next 3 years.
• We aim to ensure that at least 50% of shortlisted people are being considered from a diverse background for roles above £35k.
• We promote affinity groups within the company who represent a group of people linked by a common characteristic, often underrepresented, or historically excluded, which acts as a ‘safe space’ for such individuals. This identity could be related to race, gender, sexual orientation, language, nationality, physical or mental ability, socioeconomic class, family structure, religion, amongst others.

Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for equal opportunity under PPN 06/20.

Wellbeing

Civica actively promotes a mentally healthy workplace and workforce integrating mental health and general wellbeing in all that we do from recruitment, appraisals to strategic management.

Through our Health and Wellbeing Policy and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. Our HWP provides a foundation to support both the mental and physical health of our staff through:

• Employee Assistance Programme and online Wellbeing Hub, which provides 24/7 access to websites, e-mail, phone and face-to-face counselling on all personal issues.
• Aviva DigiCare+ Workplace App providing external mental health consultancy.
• Mental Health Champions who support colleagues’ wellbeing in the workplace.
• RedArc Personal nurse service.
• Management Coaching - managers are trained in GROW (Goals, Reality, Options and Will) and in being Health and Wellbeing Advisors, supporting employees with mental/physical health needs.
• Health assessments/advice aimed at improving physical health.
• Cycle to Work scheme to aid physical and mental health.
• Weekly fruit drop for offices, encouraging a healthier diet.
• We provide free eye tests for all VDU users, encourage staff to take advantage of NHS flu vaccinations services, and support people wishing to use the NHS Stop Smoking Service.

We also support our customers’ and communities’ through The Civica Foundation, our home for all charity, community, volunteering and social value. Our Days of Difference initiative gives every Civica employee 3 days a year to make a difference to charitable or community causes. Our employees can use this individually, join-up as a team or take part in Civica coordinated events.

Suppliers/subcontractors are subject to Civica’s Sub-contractor Selection Process as defined in our ISO9001 QMS, which includes criteria for assessing health and wellbeing policies.

Our commitment to providing equality of opportunity supports the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

Price
£3,600.00 a unit
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.