Civica UK Limited

Civica Microsoft Dynamics 365 (Official Sensitive)

Provides out of the box Microsoft Dynamics 365, securely hosted and managed within a UK-based, IL3 (UKCloud) data centre. The SaaS offering has been accredited for Official Sensitive use by the Home Office, can process Official Sensitive data out-of-the-box and offers PSN-P connectivity.

Features

• Accessibility: users can access the secure service
• Flexibility: add users as requirements change and the organisation grows
• Low cost: no fixed overheads, consumption based pricing
• Security Compliant: meets Cloud Security Principles for Official/Official Sensitive
• Securely hosted (UKCloud); PSN connectivity
• Commonly used for secure Case Management
• Microsoft Dynamics 365 Service modules
• Microsoft Dynamics 365 Analytics and Reporting with key KPIs
• Integration with Outlook and the Microsoft Office Suite
• Provides full functionality of Dynamics 365 Customer Service

Benefits

• Out of the box Microsoft Dynamics 365 functionality
• License for Microsoft Dynamics 365 Service, SQL server and Windows
• Capability to customise solution to support requirements
• Securely hosted to IL3/Official Sensitive level if required
• Managed from UK by SC cleared staff
• Underpinned by ISO27001, ISO9001 and ISO14001 processes
• Priced on a per user per month basis
• Option for 28 day back-up
• 99.99% Availability, Test and Development (T&D) Environment available
• UK data sovereignty, Dynamics CRM 2016, 365

£66 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

289321870051551

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: Our services are built upon Microsoft's Dynamics 365 platform.
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • Processor - 1.9GHz x86- or x64-bit dual core processor
  • Memory - 2-GB RAM
  • Display - Super VGA with a resolution of 1024x768
  • Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
  • Latency under 150 ms
  • Windows 10 - Internet Explorer 11, Microsoft Edge
  • Windows 8.1 - Internet Explorer 11
  • Windows 8 - IE10, Windows7 -IE10, IE12
  • Support for Mozilla Firefox, Google Chrome and Apple Safari
  • Further information can be found here - https://technet.microsoft.com/en-us/library/hh699710.aspx

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Civica offers four levels of support ranging from core working hours (9am to 5pm Monday to Friday excluding English public holidays) to full 24x7 support. Our Silver service response times depend on the severity of the incident and are as follows: ; a) Severity Level 1 (Critical) - 1 hour to respond, 1 day to resolve.; b) Severity Level 2 (Severe) - 1 hour to respond, 3 days to resolve.; c) Severity Level 3 (Disruptive) - 2 hours to respond, reasonable 5 days to resolve.; d) Severity Level 4 (Minor) - 2 hours to respond, reasonable efforts to resolve.
• 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: Civica offers four levels of support with the following support hours: ; 1) Platinum: Full 24*7 support service suitable for the most business critical applications.; 2) Gold: On-call 24*7 support service appropriate for public facing applications that are utilised 24*7.; 3) Silver: 8am to 5:30pm Monday to Friday, excluding public holidays. This extended hours model is targeted at customers requiring cover for a flexible working day.; 4) Bronze: 9am to 5pm Monday to Friday excluding public holidays.; The Civica Digital Service Desk is contactable from 8am to 6pm on UK working days. ; The Service Desk responds to questions depending on the Severity Level of the call as follows:; a) Severity Level 1 (Critical) - the reported problem causes a halt to the client’s core business processes and no workaround is available. ; b) Severity Level 2 (Major) - the reported problem causes degradation of the client’s core business processes and no reasonable work-around exists. ; c) Severity Level 3 (Intermediate) - the reported problem impacts the client’s operational environment, but does not affect core business processes. A work-around is available. ; d) Severity Level 4 (Minor) - a non-critical problem is causing some disruption, but with little or no impact on the client operation.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: During initiation the Civica Delivery Manager (DM) assesses what help, support and training users require to start using the service. The DM works closely with the customer to agree an on-boarding plan that ensures users are ready to start using the service, typically priced from the SFIA rate card. The on-boarding plan may incorporate the following: ; Support Documentation – availability and access to online user support documentation and resources. ; Cloud Induction Training for system administrators and online product help. Provides the skills to run cloud services. ; Cloud Standard Training in the core system for system champions and end users. Covers system administration, security and cloud service monitoring/managing. ; Cloud Specialist Training – advanced training for system champions. This may involve Accredited Courses from Civica Cloud delivery partners including Google, Amazon Web Services and Microsoft. ; Cloud Training Packages, tailored package of training for specific business requirements for system administrators, business managers, and end users. ; The Delivery Manager also facilitates skills transfer throughout the project and provides access to Civica Knowledge Sharing activities including supplier briefings, Webinars.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Termination period depends on the payment model. When paying per user per month, customers may terminate their G-Cloud service with 30 days’ notice. When buying an enterprise licence, the minimum term is a year. Customers can terminate their service by contacting Civica in writing. ; Customers may request all associated data is extracted and provided securely to a destination of their choice (see pricing for charges associated with data extraction). If no data extraction is requested, then the associated data will be deleted within 5 working days of service termination. The three step off-boarding process is: 1. Termination Notification – one month termination notice sent; 2. Data Extraction – Optimal Data Extraction for Test Migration; 3. Service Termination – All Data Wiped.
• End-of-contract process: For monthly contracts, Civica require 60 days’ notice to terminate a G-Cloud service. When buying an enterprise annual licence, the minimum term is a year and 3 months’ written notice must be provided. At the end of the contract, the service will be turned off unless the customer decides to extract their data as per the extraction process detailed above. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated subject to minimum terms.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Civica Services recognise that digital services are accessed “anytime, anywhere, any device”. Therefore, Civica has utilised a responsive design approach to ensure a common user experience that is browser based and platform independent. The interface is optimised to run on either a mobile device or tablet depending on the size of the screen with certain elements, like menus, collapsing to take up minimal screen space as the available space reduces.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Full SDK is available from Microsoft.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Please contact Civica for details.
• API: Yes
• What users can and can't do using the API: The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here -https://msdn.microsoft.com/en-gb/library/mt593051.aspx). The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.; ; As a secure platform consideration will need to each and every integration with the system.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The services and solutions that we provide within Dynamics 365 provide our clients with significant flexibility for customisation and configuration. Dynamics 365 is one of the most extensible platforms available, enabling users with sufficient permissions the ability to have a bespoke customised experience across different sections of the tenancy. Configuration can easily be applied directly within Dynamics 365’s user interface. More involved customisation is typically undertaken via use of Dynamics 365’s APIs. This empowers users with the ability to introduce customisation that allow different types of content to be viewed, created, edited or even deleted. Permissions can be set to ensure that only required users have the ability to apply customisation.

Scaling

• Independence of resources: The solution is designed to operate and optimum level and system performance is reviewed to ensure the correct allocation of resources are applied.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are provided based on the active number of users, in addition auditing metrics are provided related to; last logon, account lockout, password resets.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

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: European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • 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: There are a large number of different export paths provided within Dynamics 365; these depend upon the nature of the data that users wish to export. There are also a large range of 3rd party tools which enable bulk import and export, which make the process of overseeing large-scale data export far simpler.
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: The Microsoft Dynamics CRM 365 IL3/Official Assured platform is delivered upon the UKCloud cloud platform. The guaranteed availability is 99.9% based on 24 x 7 availability. Civica’s service desk is available 09:00am – 5:30pm UK Working Days. If you would like service levels to apply outside of normal service hours, then please contact us with your requirements. Civica will act as the customer’s agent to liaise with UKCloud to resolve issues. UKCloud pay service credits directly if the cloud platform does not meet pre-defined service levels. Civica will pass onto the customer any service credits received from UKCloud.
• Approach to resilience: The service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). The platform has been configured to make use of the available resiliency within the cloud platform.
• Outage reporting: All outages will be reported via the Service Desk and e-mail alerts to designated technical contacts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Support is provided by bastion hosts. These are on dedicated VPNs connected to the environment at UKCloud. Certain individuals who have the appropriate security clearance have the physical access to the machines and are allocated a login to access the system. All support is performed from the UK.
• Access restriction testing frequency: At least once a year
• 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR Ltd
• ISO/IEC 27001 accreditation date: 4th May 2016
• What the ISO/IEC 27001 doesn’t cover: Civica's ISO27001 certificate covers the full breadth of services that we deliver. The certificate does not extend to the inner workings of the Microsoft Data Centres but these are covered by Microsoft's ISO27001 certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Civica is ISO27001 accredited. It has 15 years of experience in delivering highly-secure, business critical services for public sector clients, including the development and management of several national critical systems. All of Civica’s activities are carried out under its ISO27001-compliant Information Security Management System (ISMS) which defines the secure operating procedures for every single aspect of Civica’s operational processes, including its engagement with partners such as Microsoft. Microsoft are themselves ISO27001 accredited and Civica has worked to ensure this service offers seamless operational security coverage. Ultimate responsibility for Civica’s security policies rests at board level; day-to-day operational responsibility is held by Civica’s Head of Security who manages a team of Security Administrators involved in supporting operations and technical owners. Operational security for this service is assured by the internal service owner, with the support of the security team.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Civica use a documented configuration and change management policy which is part of our ISO9001 and ISO27001 management systems. This is underpinned by the UKCloud documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service is built upon UKCloud's platform, UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
• Incident management type: Supplier-defined controls
• Incident management approach: Civica will provide service desk support to a designated customer administrator or IT Help Desk. End users of the service experiencing service issues contact their designated administrator or help desk who will then raise an incident either by phone, e-mail or online ticket. The incident will be managed by the service desk team who will assign a priority depending on severity. The engineers will then work to resolve the incidents and any underlying problems if present. Work is overseen by the Service Delivery Manager who works with the customer and will produce monthly incident management reports.

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: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Fighting climate change:

  Fighting climate change

  Civica’s Environment and Social Governance team provides clear focus for the ongoing development and implementation of our environmental policy, which is supported by our ISO 14001 environmental standard. We are committed to working with our staff, customers, suppliers and partners to recognise and reduce the impact we all have on the environment. This goes hand-in-hand with optimising our services to support environmental and community initiatives.; ; Through the delivery our services, we support fighting climate change by:; - Helping employees improve their own environmental footprint at work. Initiatives include: environmental policy training; Single use plastic reduction; electric vehicle salary sacrifice; cycle to work scheme; solar panel and LED lighting installation; tree planting scheme, offsetting carbon emissions. We also encourage and advise employees on positive activity at home and in their personal lives.; - Working with suppliers to deliver environmentally sound processes and incorporate sustainable criteria into product/service specifications.; - Operating socially responsible purchasing, considering sustainable procurement, environmental and social effects and reduced consumption. ; - Selecting suppliers, goods and services that demonstrate environmentally sustainable, socially responsible and ethically sound standards.; - Leading by example/raising awareness with customers via activities such as: reducing our single use plastic consumption by 70% within the next 5 years; prioritising use of green energy in our facilities; promoting recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes; working towards carbon neutrality with workforces and facilities to reduce carbon consumption over the next 10-years.; - Working with customers to develop innovative software-based services that reduce property/power requirements.; - Meeting/exceeding environmental legislation through ISO audits.; ; We have a Carbon Reduction Plan in place and a commitment to achieve Net Zero by 2040 at the latest. We are reviewing our energy mix and the materials we use, and working with partners to plant a Civica Forest.
• 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: £66 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.