CIVICA UK LIMITED

Civica Correspondence and enquiry Management

A highly configurable and scalable SaaS solution deployed securely upon Amazon Web Services (AWS) which allows for the recording and management of correspondence received via multiple channels and for specific workflow to be actioned subject to correspondence type. It’s applicable to local government, central government, the NHS and private sectors.

Features

• Simplified, zero training interface for front-line staff and responsible officials
• Sophisticated, power interface for case workers
• Pre-configured support for Parliamentary Questions
• Pre-configured support for Ministerial, Treat Official and Inter-Departmental correspondence
• Fully configurable for any correspondence type
• Office integration, Email integration, single sign-on, comprehensive integration API
• Available on the Amazon Web Services platform
• Can be run alongside other iCasework case types
• Will allow any sized organisation to manage its correspondence
• Will manage correspondence from multiple channels

Benefits

• Proven system used across central and local government and NHS
• Easy to use interface and advanced customer portal
• Comprehensive out of the box functionality through pre-configured templates
• Configurable solution through inbuilt form, workflow and correspondence template designers
• Range of collaboration features to speed up communications
• Many time saving features
• Sophisticated access control model with complete audit trail
• Sophisticated SLA monitoring tools
• Sophisticated reporting including dashboards, automated email delivery and report designer
• Extensive administration features allow for local management of system

Service documents

• Pricing document

  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 BidSupport@civica.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

365433939789515

Contact

Civica UK Limited
+44 (0) 3333 214 914
BidSupport@civica.com

About your service

• Service categories:

  Application Development and Deployment

  Data management

  Database management systems

  • Relational Database Management Systems
  • Document-Oriented Database Systems

  Database administration and development

  • Database Administration
  • Data Modelling
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The system is guaranteed to be available more than 99.5% of 24/7; any planned downtime will be scheduled to be out of hours when possible, and customers will be alerted in advance. There are no other constraints.
• System requirements:
  • Any device that supports modern browsers
  • Access to the internet

User support

• Email or online ticketing support: Yes
• Support response times: We aim to resolve the problem within the timescales given below, depending on complexity of the issue and support volumes: 1) Critical issues - our aim is to address and whenever possible, resolve the problem within two business hours (24-hours a day, 7 days a week (24*7)). 2) Significant issues - our aim is to address and where possible resolve the problem within eight business hours (Mon to Fri 9am to 5pm GMT/BST). 3) Minimal issues - our aim is to address and where possible resolve the problem within 24 business hours (Mon to Fri 9am to 5pm GMT/BST).
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: As of 2026, Civica Support Cloud is designed to be accessible and is built on the Salesforce Service Cloud platform, which maintains high global accessibility standards. Civica generally aims for all its web-based services to adhere to the WCAG 2.2 Level AA standard.
• Onsite support: Yes, at extra cost
• Support levels: We operate three priority levels (although this may change in some cases, depending on each client specific Service Level Agreement) as follows: 1) Critical issue - an issue which may result in the complete loss of the iCasework system (system down). 2) Significant issue - an issue that affects many users and disrupts the normal running of the system. 3) Minimal issue - an issue that has minimal impact and does not affect the normal running of the system or for which a workaround is available. The above support is provided as standard within the service fee. If customers require other arrangements these can be facilitated, but there may be extra costs involved.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We have an implementation service available on G Cloud and it provides a range of services that help customers to use the system. All implementations start with a project kick off event to formally start the implementation; the scope of the project will be reviewed and a project plan devised. If the customer requires it we can deliver onsite workshops to review customer requirements and explain how the requirements can be delivered. We offer support for testing, and we train customer staff. We have provision for service management discussions so that the solution moves from implementation project to "business as usual". After implementation we can assist in any project reviews if required.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: An online wiki that holds the documentation
• End-of-contract data extraction: At all times the customer can export its data from the system using the in-built Report Writer. If required, the customer can have extracts scheduled to run on a regular basis. If required we can also provide the customer with a copy of the database.; If customers have adopted our replication to AWS Redshift feature, then the data will be available there for future use.
• End-of-contract process: We do provide for contract termination. Besides making available a copy of the database, we also provide the customer with facilities - using the Report Writer - to extract data from the system. The costs for that data extraction (DB and data) is subsumed within the service fees. We may agree to provide any further assistance reasonably requested by the Customer in connection with the hand-over to a third party of any services provided by us, and the Customer will pay the Provider in accordance with its then current standard rates for any such assistance. Such assistance will not be unreasonably withheld. Once the service is stopped we will delete all customer data.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is fully responsive and adapts to the device used.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The iCasework product provides a range of powerful and extensible REST style web-services that allow both update and query operations such as case creation, case updates, adding case notes or retrieving case details to be invoked remotely. The APIs make integrating the iCasework solution with other business critical systems simple and straightforward.; The REST services are provided as HTTPS end-points that can be invoked with one or more parameters. Each service returns an XML or JSON document whose contents vary depending on the operation performed.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The iCasework product is a highly configurable platform. Our powerful form and workflow design tools can be used to deliver sophisticated solutions in a matter of weeks. Solutions can be configured by Civica staff through our GCloud implementation service.

Scaling

• Independence of resources: We have many years experience of managing thousands of users concurrently using our service. We use Amazon Web Services resizable elastic compute capacity in the cloud to ensure that any increase in demand for capacity is provided for automatically. We typically achieve more than 99.5% service availability 24/7.

Analytics

• Service usage metrics: Yes
• Metrics types: The iCasework product provides a range of inbuilt reports as well as a report designer that can detail a wide range of metrics in a variety of different outputs and chart formats. In addition we provide a replication to AWS Redshift feature which allows for further analytics.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users with appropriate permissions can design extracts (using the Report Writer) and either run these in real time or according to a schedule. The user defines the fields to be extracted as well as the format of the extract. Formats include CSV, XML, Word, Text, HTML, JSON and PDF.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • MS Excel
  • MS Word
  • HTML
  • PDF
  • XML
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: Civica guarantees 99.5% availability.; To support the standard availability commitment, Civica provides structured service‑level agreements for incident response and resolution. These include:; ; Priority 1 (Critical): Response within 1 support hour, resolution within 4 support hours; Priority 2 (High): Response within 2 support hours, resolution within 24 support hours; Priority 3 (Medium): Response within 4 support hours, resolution within 5 working days; Priority 4 (Low): Response within 6 support hours; ; * Resolution action is defined as a fix, a workaround or an action plan.; ; Suppliers can procure higher service levels through our tiered support if needed.; ; Supplier is happy to agree to Service Credits in principle. However, this point requires further negotiation. The Service Credits should be capped and bear direct relevance to the monthly charge. The Supplier will not be liable for Service Credits where any issues in performance are outside of their control.
• Approach to resilience: We are offering Amazon Web Services (AWS) as the host for the database and application. Civica has used AWS for 7 years and our customers on that platform enjoy the benefits of the resilience of that hosting environment. AWS has designed its systems to tolerate system or hardware failures with minimal customer impact. AWS data centres are built in clusters in various global regions. In case of failure, automated processes move customer data traffic away from the affected area. AWS provides the flexibility to place instances and store data within multiple geographic regions as well as across multiple availability zones within each region. Each availability zone is designed as an independent failure zone. This means that availability zones are physically separated within a typical metropolitan region. In addition to discrete uninterruptible power supply and onsite backup generation facilities, they are each fed via different grids from independent utilities to further reduce single points of failure.
• Outage reporting: In the unlikely event of an outage our Business Continuity Plan (BCP) will come into effect. It prioritises business services as follows: (1) company website, (2) web based services, (3) internal network, and (4) development centre. The priority order of contacting relevant stakeholders is (1) all company staff, (2) all clients, (3) AWS, (4) update website. The company website will be updated with appropriate messages that inform customers of the current position and likely resolution time. This can be supplemented by emails and telephone calls as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Only authorised support staff will have access to the database server and database. Civica support staff do not access customer data as a matter of course. Only in rare cases of support or maintenance, after explicit permission granted by the customer, will support staff log in to customers iCasework applications or look at customer data. All case access (even when read only) through the application is audited. All direct database access by support staff must be authorised by a support manager. Access privileges are revoked when such access is no longer relevant.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

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: We have a fully audited and tested Information Security Management System which underpins our ISO27001:2013 certificate. The policies and procedures have been independently audited and practices are audited by external auditors. New staff are inducted into the ISMS when they start; other staff are regularly reminded about their responsibilities and managers are required to ensure that their staff adhere to the policies. Staff are advised when policies are updated. The senior management of the company owns the ISMS and the Information Security Management Representative delivers day-to-day management of the system. All staff are reminded that they are individually responsible for security. The data security theme is delivered through staff / team meetings, training sessions, shared documents and via email. Continuous improvement in the delivery of security is encouraged. Risk assessments are regularly carried out and the competency of the delivery of the ISMS is measured though internal auditing and management review.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All significant, non-routine changes to Organisational information processing facilities (hardware and software) are subject to change control. A procedure (from our ISMS) ensures that segregation of duties in in place for the requesting, authorizing and implementation of a change. All changes should be applied first to a test platform, and a "recover position" is defined for each change. Changes are tracked and documented within the company. At all times the security of our infrastructure and customer data are at the forefront of any consideration of a change request and our Compliance Manager manages this process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a qualitative approach to risk management. This covers (a) the categorisation of assets across six major headings including information assets (and these include client data), software assets (these include application software) and physical assets (these include networks); (b) the identification of assets within each category at a level appropriate to risk assessment; and (c) the assessment of possible threats to and vulnerabilities of each asset and its likelihood and impact on the business either directly or indirectly. The risk assessment is carried out at least annually and is reviewed when changes are processed through the Change Control process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Daily checklists are in place to monitor malicious activities like failed login attempts, attempts to access the system from an unknown IP etc. We also have automatic monitoring tools in place to warn of issues.; The Infrastructure Team analyses and understands any incidents and to identify appropriate actions to contain it and to implement contingency plans. A request will then be made to take appropriate actions to recover from the incident, and to implement contingency plans.
• Incident management type: Supplier-defined controls
• Incident management approach: There is a specific procedure for responding to security event in our ISMS. We are committed to sharing information about any such breaches; most of our customers specify their requirements for notification times to be detailed in contractual arrangements. Our starting point is to alert the customer as soon as is possible after such a breach has been confirmed.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Friday 15 August 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: ISOQAR
• ISO 9001 accreditation date: Friday 15 August 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 192154bb-d1b4-4c33-a961-8419a0f8e734
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  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 BidSupport@civica.com. Tell them what format you need. It will help if you say what assistive technology you use.