CIVICA UK LIMITED

Civica eLearning Content Creation

Bespoke eLearning, microlearning and digital learning content creation, covering a full range of subject areas. Individual courses or entire curricula designed and developed using responsive technologies for desktop, tablet and mobile delivery. Optional re-engineering of existing learning content.

Features

• Designed and developed using responsive technologies
• SCORM 1.2 and Experience API (Tin Can) compliant
• Content types: text, images, audio, animation, interactions and quizzes
• Incorporated assessments to validate learning
• Accessible on a variety of internet browsers
• Full localisation options available
• Fully disability enabled
• Augmented with optional multimedia documents and eBooks
• Review tools for effortless and tracked reviews
• Delivery via a Learning Management System

Benefits

• Bespoke eLearning to meet user’s needs
• Train staff / people in your community effectively
• Improve staff performance with relevant training
• Accurate training to assist staff and improve productivity
• Fully branded for familiar look and feel
• Encourage use of training resources with gamification options
• Reduced travel costs and time away from job for training
• Collaborative production for quick delivery
• eLearning accessible on PCs, laptops, tablets and smartphones
• Easy to update, future proofing training

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

411660021586349

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
• Multi cloud support: No

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: The eLearning content can be delivered via the Civica Learning Management System (LMS).
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Internet access

User support

• Email or online ticketing support: Yes
• Support response times: Civica will acknowledge issues reported to the Help Desk within 2 hours during standard United Kingdom business working hours (9:00am to 5:00pm). Weekends and United Kingdom bank holidays can take longer.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• 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
• Support levels: Whilst subscribed to the service, customers will have access to standard support, which includes access to the Help Desk, user forums, FAQs, online training content, plus email and telephone support.; ; Civica support services are available during standard United Kingdom business working hours (9:00am to 5:00pm), excluding weekends and United Kingdom bank holidays.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Civica Learning Services' eLearning content can typically be live within 8 - 10 weeks* of contracting, once requirements are confirmed. *Subject to the timely supply by the customer of items including; source materials (Word and PowerPoint documents) subject matter expertise / content, branding guidelines, media (imagery and videos) and personnel for project review and approval. Civica Learning Services will work with customers to agree a successful, fully project managed process.; In the event of a requirement to leave the service in the future, we will commit to a full off-boarding process.
• Service documentation: No
• End-of-contract data extraction: Should the eLearning content be hosted on the Civica Learning Management System: customer administrators can extract their company’s and employees’ data at the end of contract, by using the Civica administration portal. This includes user data, content, and user learning history. A request at end of contract can also be made to Civica for the return and erasing of customer data.
• End-of-contract process: Should the eLearning content be hosted on the Civica Learning Management System: at end of contract, the customer’s Civica LMS instance is de-provisioned and all data returned to the customer. The customer’s endpoint address is taken offline making it inaccessible. The customer instance and databases remain by default for a 12-month period after the contract ends, although data can be cleared earlier on request.

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: Depending on customer requirements, Civica can design and develop individual courses or entire curricula using HTML5 for desktop and tablet delivery. Civica can also design and develop individual courses, entire curricula or mobile learning content, which is optimised for tablet and mobile delivery.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: ELearning content is designed to meet customers’ specific needs, depending on the level of interaction and production values required. Civica Learning Services provides 3 levels of interactivity and content type. The 3 levels are; Engaging, Active and Immersive. Customisable content types include media such as video, audio and photography. Customisable interactivity types include animations, simulations and gamification.

Scaling

• Independence of resources: As a cloud solution, our services and databases are horizontally and vertically scaled based on the demands of our combined customer workloads.; Scaling is designed to ensure that we can accommodate peaks in demand. Our operations team use performance monitoring and alerting to ensure that sufficient headroom is maintained at all times.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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 CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: Customer data is encrypted at rest.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: The user database (or subsets based on applied filters) can be exported to CSV.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• 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: Any downtime due to circumstances beyond Civica’s control, Civica will distribute a notification via email to a nominated contact.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Civica have a restricted number of administration accounts providing access to management interfaces and support channels. Civica adopt the principle of least privilege when assigning account permissions and ensure that individual admin accounts are used for accountability i.e. no shared admin accounts.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Civica operate a comprehensive ISO 27001 compliant Information Security Management System (ISMS) that ensures policies are maintained, followed and regularly reviewed. Within our ISMS policies are divided into the following sections: Risk Assessment, Organisation of information security, Human resources management, Asset management, Access control, Cryptography, Physical and environmental security, Operations security, Communications security, System acquisition, development and maintenance, Supplier relationships, Information security incident management, Information security aspects of business continuity management and Compliance.; ; Security committee meetings occur monthly with two members of the security committee also sitting on the Civica Group Board ensuring a top down application of processes and procedures.
• 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 or software) are subject to change control. IS Managers are responsible for carrying out a risk assessment to identify potential risks. Change Managers are responsible for authorising the change to proceed. Where required by a risk assessment, fall-back procedures or a roll-back strategy must be prepared. A testing plan, with clear acceptance criteria is documented prior to the change testing. Business unit representatives must accept changes prior to completion of testing. Change Managers authorise transfer to the operational environment, ensuring business processes aren't disturbed and business continuity plans are updated.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Identified vulnerabilities for organisational assets are prioritised as:; ; • Critical (immediate threat of data loss, corruption or unauthorised access); • Urgent (non-immediate threat of data loss, corruption, or unauthorised access); • Non-Critical (no current threat); ; Civica has the following timeline requirements for reacting to notifications of relevant vulnerabilities:; ; • Critical – 1 business day; • Urgent – 3 business days; • Non-critical – 5 business days; ; The Risk Committee receives monthly reports on vulnerability management, including information about the number of vulnerabilities in each organisational asset, what controls are in place, outstanding issues, and what's changed since the previous meeting.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Risk Committee performs the risk assessment to identify the type and level of audit logging and monitoring that might be required for each individual information asset. The Network Manager is responsible for configuring the information systems to meet the requirements of this procedure.; ; System administrators are prohibited from erasing or de-activating logs. If investigating a fault, members of the IT Department are permitted to turn on additional audit logging. After investigation of a fault, they may return to the original configuration or leave the new logging in place, but may not reduce below the default configuration.
• Incident management type: Supplier-defined controls
• Incident management approach: Civica operate an incident management procedure. Responsibilities are as follows:; ; • Civica employees follow a standard procedure for reporting information security weaknesses or events.; • Information security events and weaknesses are reported to the IS Manager.; • Head of HR is responsible user training and events that can be used to support training activities.; ; IS weaknesses and events are reported using a Security Incident Log on Civica’s internal SharePoint site. The IS Manager reports on how the event was dealt with and closed. Resolution notes are added to Security Incident Logs and security incidents are reviewed during risk committee meetings.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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.