CIVICA UK LIMITED

Civica Trac Recruitment Management

The Trac recruitment management system is a comprehensive applicant tracking system. Trac has been designed to meet the recruitment needs of public sector organisations, including NHS and local government. The software is universal facilitating best fit and best practices across different sectors. The system integrates with ESR and eBulk (DBS).

Features

• Cloud based SaaS recruitment system, accessible from anywhere
• Trac offers a flexible, optional, vacancy authorisation module
• Vacancy advertising with links to social media and online job-boards
• Application filtering, longlisting and shortlisting tools provide automation
• Automated interview invite and booking system using email & texts
• Customisable offer letters and contracts with online acceptance and workflows
• Identity and induction booking and recording system
• Integrated eDBS system for basic, standard and enhanced security checks
• Sophisticated reporting tools that link with organisational structures
• Candidate pools to manage talent and redeployment

Benefits

• Speeds up end to end recruitment, reducing time to hire
• Makes all recruitment activity easier to track and report on
• Improved user experience for hiring managers, recruitment staff and applicants
• Significantly improves efficiency of recruitment staff
• Simple, improved communications with hiring managers and applicants
• Provides a modern efficient gateway for applicants and internal staff
• Integrates with ESR, eDBS (eBulk), jobs.nhs.uk, MSTeams, Indeed Apply, TrustID
• Suite of optional modules for even greater efficiency
• Faster, more effective recruitment and retention of staff
• Experienced UK based trainers and support staff ensuring smooth deployment

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

377156993307145

Contact

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

About your service

• Service categories:

  Applications

  Enterprise resource management

  Human capital management

  • Core Human Resources Applications
  • Talent Management Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Chrome, Firefox or Edge browser
  • PDF document viewer
  • Sufficient RAM for the browser and any concurrent software applications

User support

• Email or online ticketing support: Yes
• Support response times: 09.00 to 17.00 Monday to Friday (excluding English Public Holidays). We aim to respond within 1/2 a working day during these times.
• 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: No
• Support levels: Civica UK Ltd provides a support (telephone and email) service for buyer's Super Users. This is open weekdays 09:00 to 17:00 (excluding English public holidays). The Trac Recruitment System has been designed to provide a fully functioning system, with many built in options available, that can be operated by a buyer with little support from Civica UK Ltd staff. Details of additional levels of support are in the pricing document.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Civica UK Limited has extensive experience of getting buyers up and running with the Trac Recruitment System.; ; The start-up package includes:; ; *An initial one day stakeholder/start-up meeting; *Setting up the buyer as a user organisation within the Trac Recruitment System, this includes; - adding a set of standard template emails and letters; - adding up to eight buyer specific conditional or unconditional offer letters; - liaising with the buyer's comms team to support them adding an embedded jobs feed to the buyer's own website; *A two day system review, process analysis and feature selection workshop; *Two day go live training course for recruitment team staff; *Recruitment support service for four weeks; *Two day handback training for recruitment team staff; *Two hour follow-up meeting, 8-16 weeks after the handback training (review)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Video (tutorial)
  • Online training environment
• End-of-contract data extraction: CSV downloads for bulk extraction of data and PDF document packs for the records of individual applicants.
• End-of-contract process: Buyer's have full access to all their own application and vacancy data and this can be extracted in CSV files. If additional support or bespoke exports are required these can be provided at our normal Ad-hoc support rates. The easiest off-boarding path is to run both old and new systems for a period, managing the newly-added vacancies in the new system. This saves the effort and risk associated with attempting to migrate data from the Trac Recruitment System, into its replacement. For organisations selecting this option the Trac Recruitment System can be made available for a fixed period of time, for a "tail-off" period, at a gradually decreasing monthly fee that is based on the standard monthly fee payable. Note that during this "tail-off" period no new campaigns or applications can be added to the Trac Recruitment System but the buyer's staff will be able to continue accessing and working on those already in the System. Buyer's can give Civica a "hard" cut-off date at which point all data held will be deleted. Exit plans can be produced on request by Civica UK Ltd with time taken for this work being charged at our normal Ad-hoc support rates.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The interface used by candidates to make and manage job applications is designed to work with mobile devices.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Users can interface Trac into their HR system and their own jobs board.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Many options can be controlled by the client's Super Users and can be set-up so that different parts of the buyers organisation have their own customisations. Most settings are controlled from the buyer (employer) table, with other settings at the next level down for different parts of the organisation. Options include different application and reference forms, reporting targets, authorisation area settings, employment checks and many more.

Scaling

• Independence of resources: Computing load is monitored and resources scaled according to predicted demand.

Analytics

• Service usage metrics: Yes
• Metrics types: The Trac Recruitment Management System has a clear and easy to use dashboard screen and in addition provides a broad set of template reports.; Enhance your performance and service level reporting by using our pre-built reports for Time to hire, Equal Opportunities and Pipeline, create custom reports via the data download and save your reports for future use.
• Reporting types: Real-time dashboards
• 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: Baseline Personnel Security Standard (BPSS)

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: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• 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: Candidates can download their application forms in PDF documents.; Employers can export their data in CSV and PDF formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

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: Available on request.
• Outage reporting: Outages are reported to customers by email alert. Customers may also call the service helpdesk if they suspect there may be an outage and need assistance in diagnosing whether there is a problem within their own computer networks or elsewhere.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: By way of firewalling and access credentials.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 1 month and 6 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: Between 1 month and 6 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: 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.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Changes to existing - and commissioning of new - information processing facilities are managed by way of written procedure which includes assessment of data security and privacy impact. Platform management and software development functions are carried out in-house. Formal change control processes, including assessment of potential security impacts, are embodied into the workflow and tracked by project tracking software. Software revision control for the Trac application includes log of commits including descriptions and is tracked through project tracking software. DBS change control procedures are in place.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Civica subscribes to technical vulnerability alert services. Systems administrators monitor incoming notifications, assess their relevance and, once processed, mark them as such and if necessary a tracking ticket is opened to track the work and assigned the appropriate severity level and priority. Software configuration management and automated deployment software is used to manage the change. Vendor security releases are applied according to the nature of the patch, for example we have the capability to deploy a critical patch within hours of release.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Civica operates an automated suite of protective monitoring tools including intrusion detection systems, data sanity checking, configuration compliance and hundreds of automated checks that constantly check the systems. All assets are tuned to generate log events as appropriate and send these in real time to a central log storage system and management console for analysis. Our monitoring systems operate 24/7, checking availability and running of all assets and services. Alerts are handled by our systems administrators. We have an out of hours incident response for critical services, although the system architecture is designed to minimise single points of failure.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: All staff are trained and encouraged to report suspected or actual information security events or weaknesses by way of an Information Security Incident Reporting Policy . Customers can report via their usual support team contacts. Incidents are handled by senior staff in accordance with a process to ensure that relevant data is preserved, investigations carried out, reports made and follow-up actions taken. Trac does have many pre-defined processes for common events, but security incidents are not common events and each is handled carefully as appropriate. Reports are provided to data controllers by email.
• 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.