Civica Digital360 Citizen Portal
Digital360 Portal is a responsive citizen portal designed for local authorities to empower their customers to interact online 24/7. A cost effective self-service provision shifts enquiries and transactions online, streamlines activities and facilitates true end-to-end digital service delivery going beyond channel shift; driving efficiency savings fully supporting your digital strategy.
Features
- Fully responsive portal design across all devices and browsers
- Intuitive navigation and user experience customised to your brand
- Portal registration and authentication process
- Secure self-service customer account
- Single sign-on for access to all permitted council services
- Delivers real time updates and transaction status tracking
- Configurable low code forms and workflows
- Ability to upload documents, photographs and signatures
- Flexible integration to back-office, payments and GIS systems
- Stringent security, audit and reporting facilities.
Benefits
- Scalable and flexible corporate portal solution
- Provides tangible savings and reduction in costs
- Increased operational efficiencies
- Improved customer satisfaction by delivering consistent service
- Better customer engagement and experience
- Supports your digital and channel shift strategies
- Drives take up of online services providing 24/7 access
- Personalised customer centric self-service provision
- Automated efficient and effective end-to-end service fulfilment
- Drives down avoidable contact and helps manage demand on services
Pricing
£14,000 to £28,000 an instance a year
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
4 1 1 8 3 4 6 4 9 9 0 2 5 5 8
Contact
Civica UK Limited
Civica UK Limited
Telephone: +44 (0) 3333 214 914
Email: g-cloud@civica.co.uk
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
- This is an add on to the Digital360 EDM.
- Cloud deployment model
- Public cloud
- Service constraints
- Access to Digital360 is available on a 24x7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer, with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks.
- System requirements
- This will be scoped as part of the contract mobilisation.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Each call is allocated a priority as follows: 1. Business Critical impact 2. Major Operational impact 3. Minor Operational impact 4. Minor Operational inconvenience 5. System Operation not impeded
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- 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 will respond to application related incidents as below and will take all reasonable steps to achieve a resolution within target timescales. Civica will respond to incidents relating to availability of cloud services in an accelerated timeframe: Level 1 - 2 working hours - 1 working day. Level 2 - 2 working hours - 5 working days. Level 3 - 2 working hours - 30 working days. Level 4 - 2 working hours - 60 working days. Level 5 - TBA
- Support available to third parties
- No
Onboarding and offboarding
- Getting started
-
Civica offers a complete range of training services for Digital360 and will conduct a Training Needs Analysis with new customers prior to commencement. Training can be provided either on-site at the customer premises or remotely depending on your requirements. All training documentation is provided by Civica. Staff are trained to enable them to update, change and build upon the solution implemented using the toolsets provided.
Civica’s standard training schedule is flexible and can be tailored for additional services. It will be structured to provide practice time during the training, with sessions held at a suitable time apart to allow for information gathering and set-up. Each module includes practice time and each course will run from 09:30-16:30.
Civica will look at leading the customer through the implementation by the use of Discovery Workshops. These workshops will enable Civica to quickly identify how the core setup of the application can be completed and ensuring that the customer’s key drivers are met.
Specific methods used are agreed at the outset of the project include:
Classroom training at the customer’s premises.
eLearning materials distributed using external media/the internet.
Remote Training delivered via Microsoft Teams.
Online accessible help wiki provided with solution for all users - Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
-
All service customer data and citizen user accounts are stored in Azure SQL database and Azure Storage. All customer generated data is returned to the customer using Azure SQL export and downloaded from Azure Storage
The costs for this are determined on a case by case basis and shall be dependent upon the amount of data.
Civica shall destroy all live and backup copies of the data within our control and provide written confirmation to the customer that this has been performed. - End-of-contract process
-
In order to ensure that a smooth and effective handover is possible at the end of the contract or on early termination, a framework needs to be agreed prior to the contract commencement that provides both parties with a clear indication of the areas for which they will be responsible when the contract ceases.
To provide both parties with the necessary assurance that a successful handover can be achieved within the provisions of the contract, this framework should identify all of the main areas in which detailed arrangements need to be made in advance of the contract commencement. Should there be any areas where it is not possible to agree in advance, as some issues will be dependent on the circumstances at the time, these will need to be agreed following notification of termination.
Please note that consultancy time spent, and any additional expenditure incurred by Civica whilst undertaking the off-boarding process, will be charged on a time and materials basis.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- None. The browser application uses responsive design to re-size according to screen size.
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- Yes
- What users can and can't do using the API
- Dependant on application/module
- API documentation
- Yes
- API documentation formats
-
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- The Digital360 portal is designed using the standard Government Digital Service (GDS) design system and patterns. This is the recommended layout/design for portals and ensures compliance with relevant accessibility standards. Customisation can be via access to applications/modules together with a selection of authentication providers for logging in.
Scaling
- Independence of resources
- The service is hosted in Azure Public Cloud thus allowing the resources to be scaled both up or out as appropriate to meet customer requirements.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Yes, the solution may be integrated with standard analytics packages such as SQL Reporting Services, PowerBI, etc to report on service metrics. A sample set of reports is provided for SQL Reporting Services.
- Reporting types
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to 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
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- In-house
- Protecting data at rest
- Other
- Other data at rest protection approach
- Encrypted by Microsoft Azure.
- 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
-
All information captured within the Digital360 Portal, is displayed within the main user/staff interface. This allows the export of specific data that might be required. (Civica can provide services for bulk extract)
Limited access to export data is available from within the portal, although this does include downloading forms/documents/images as pdf. - Data export formats
- Other
- Other data export formats
-
- On Portal
- Data import formats
- Other
- Other data import formats
-
- Within Digital360 Portal
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- 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's standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieve then a service credit regime will come into force.
- Approach to resilience
- The service is built on Azure resources with a minimum of 99.5% uptime SLA. Further details are available on request.
- Outage reporting
-
Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate.
Scheduled maintenance will occur outside the hours of 07:00 and 19:00 Monday to Friday excluding English Bank Holidays. Maintenance will be arranged with a minimum of 3 working days’ notice, and will include a detailed description of the planned works, planned outcomes, and a detailed back-out plan, unless otherwise stated.
Both planned and unplanned outages will be included in standard service reports.
Identity and authentication
- User authentication needed
- Yes
- User authentication
- 2-factor authentication
- Access restrictions in management interfaces and support channels
- Two factor authentication.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Other
- Description of management access authentication
- Source IP address restriction
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
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- ISOQAR
- ISO/IEC 27001 accreditation date
- 06/12/2017
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
-
- ISO22301
- PCI-DSS
- ISO 27001
- ISO 9001
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
- ISO22301
- Information security policies and processes
- In order to provide a wide range of services to public and private sector organisations, Civica maintains an active information security programme. This programme requires regular internal and external audit inspection of both physical and logical data protection structures. The policies and procedures are aligned to ISO 27001 and Cyber Essentials certifications.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- The change management approach applies to changes within the Azure environment and components thereof, solution configuration, software versions, and security configuration. Application configuration within customer control is not included. Changes are documented as a Request for Change (RFC) detailing the description, reason, impact, risk and timescales. The RFC will be reviewed by the internal Change Board which may approve or reject the change, or request further information. On approval, the change will be carried out within specified timescales & documentation updated accordingly.
- Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
-
Civica has vulnerability management processes in place for ISO27001. These processes are externally audited on an annual basis to ensure continued compliance.
For external vulnerability scanning, Civica has an in-house penetration testing team who will carry out regular testing against the external solution interface.
Civica uses Veracode to drive a secure development methodology, identifying risks at a code level prior to deployment. - Protective monitoring type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Protective monitoring approach
- The solution makes use of Azure and other monitoring tools to actively monitor resource configuration, including patching and anti-malware. Inbound traffic to the solution is analysed by Azure Web Application Firewall which actively enforces OWASP rules and DDOS protection.
- Incident management type
- Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
- Incident management approach
-
The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by our self-service portal.
Monthly customer reports will detail incident information.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Fighting climate change
-
Fighting climate change
Civica’s Environment and Social Governance (ESG) committee provides focus for ongoing development and implementation of our environmental policy, supported by our ISO 14001 standard. We commit to working with staff, customers, suppliers, contractors and partners to recognise and reduce our environmental impact. Simultaneously we’re optimising our services to support environmental and community initiatives.
We support fighting climate change by:
- Helping employees reduce their environmental footprint at work. Initiatives include: recycling facilities across our offices, single use plastic reduction, timer switches for office devices, cistern water saving devices, installing LED lighting when refreshing offices, WEEE recycling all hardware, print reduction, phone and printer cartridge recycling, FSC certified paper; weekly employee communications encouraging and advising employees on positive approaches to reduce carbon. Employees have carbon saving benefits such as cycle to work scheme.
- Socially responsible purchasing, sustainable procurement, reduced consumption.
- Selecting suppliers, goods and services that demonstrate sustainable, socially responsible, ethically sound standards.
- Leading by example via activities such as: reducing single use plastic consumption by 70% within the next 5 years; prioritising use of green energy; promoting recycling through ‘Zero to Landfill’ and ‘Zero Print’ schemes; working towards carbon neutrality with workforces and facilities over the next 10-years.
- Creating software with sustainability in built in; net-zero is a key theme in our product roadmaps.
- Partnering customers to co-create public services fit for the future. Civica's NorthStar innovation lab creates physical and virtual opportunities to jointly explore trends and technologies supporting customers Net Zero ambitions.
- Meeting/exceeding environmental legislation through ISO audits.
We have a Carbon Reduction Plan and commitment to achieve Net Zero by 2040 (latest). We are reviewing our energy mix, materials we use and working with partners to begin to plant a ‘Civica Forest’ whilst maintaining awareness of the Greenwashing issue. - 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
- £14,000 to £28,000 an instance a year
- Discount for educational organisations
- No
- Free trial available
- No