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Civica UK Limited

Civica Income Management

Enterprise Cash Receipting, ePayments, Income Management, Acquiring and Processing services, supporting the digital transformation agenda for public sector organisations from a small District to a large Unitary or Borough, Housing Associations, Schools, Universities, NHS or any public, private organisation. Compatible with Capita, Northgate, Adelante, Cashless Catering and parent portal solutions.

Features

  • POS, Customer Present, Chip&PIN, P2Pe, Cash/Cheque
  • Internet – eCommerce, Credit / Debit Cards, 3D Secure2, PayPal
  • Mobile payments – Laptops, smartphones, tablets, AndroidPay, ApplePay
  • Telephone - Automated Telephone Payments, Secure Payments
  • Bill Payments – Chip and PIN
  • Regular Payments - Recurring Card Payments, Direct Debit, Payment Imports
  • Management Information - Operational and User-definable. Flexible exports
  • User-definable Interfaces - Payment Imports. Integrated to office systems
  • Acquiring – Banking and Settlement services
  • Secure Platform - Fully hosted, PCI DSS compliant

Benefits

  • Standard API allows third party to use secure payment facility
  • Hosted Web based WCAG 2.1 compliant
  • Secure payments; Level 1 PCI DSS compliance of card payments
  • User-defined import and export formats give supplier independence
  • Simple customer registration, login and secure card storage.
  • Existing portal integration with single sign-on and shopping basket
  • Online catalogue of standard and miscellaneous services including eForms
  • Self-service facilities support increased collection rates
  • Multi-channel payments streams support flexible payment options
  • Multiple language support enables a single eCommerce platform

Pricing

£0.60 a transaction

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

5 2 2 5 8 6 8 9 0 8 5 8 0 3 4

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
No
Cloud deployment model
Hybrid cloud
Service constraints
CIVICA operates a 24 x 7 x 365 service unless the Service needs to be taken down for emergency or urgent maintenance. Civica will give the customer at least 5 Working Days’ notice of changes to maintenance hours. In the case of emergency or urgent maintenance, Civica will give the Customer as much notification as reasonably possible and endeavour to restrict the period to hours that are outside normal working hours.

There are no periods of depreciation to the service.
System requirements
  • Access to Internet required.
  • Minimum of 2mb recommended, 4mb bandwidth to access the service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Each request 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

The support desk will provide an initial response to all support calls within 4 hours of receiving a request, during the working day.

The support desk is open between the hours of 9.00am to 5.00pm Monday to Friday.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Onsite support
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

Civica provide experienced front line support analysts that are dedicated to the Civica Payments support desk. The Civica system is a hosted system so the hosted support is provided from within the overall system costs.

If onsite support is required than a cost at a daily rate will charged.
Support available to third parties
No

Onboarding and offboarding

Getting started
Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2.

• Customer signs order for payment channels required
• Contract is signed between CIVICA and customer
• Project meeting agrees responsibilities and project plan
• Client and CIVICA consultant draw up and agree specification
• ICON consultant builds and delivers test system
• Training given to Customer staff with full user documentation
• End to end testing is carried out
• Test system is signed off and a date set for live operation
• Go live
• Post live project meeting
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data can be extracted in agreed formats. Data volumes over 50GB will require an individual extraction plan including agreement on extract media.

After contract termination all live client data will be deleted. All customer specific backups will be destroyed.

There is an additional charge for providing individual backup services.
media.

After contract termination all live client data will be deleted. All customer specific backups will be destroyed.

There is an additional charge for providing individual backup services.
End-of-contract process
At the end of the fixed term period, Civica will provide 3 months’ notice of termination offering the option to renew for a further fixed term or, following completion of a service termination form, an exit plan will be agreed including data extract arrangements.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
All the functionality that is provided on desktop service is available on mobile devices. The mobile solution is self-rendering and will display correctly on any sized device screen. The system is tested to operate with all the main Apple, Android and Mobile windows browser applications. The mobile pages will, as closely as possible, replicate the styles and colours of the organisations web site.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Civica provides a staff interface for using taking payments, reporting, Income management and administration functions. These web applications are accessed by a browser interface specifically designed for each module.

Civica provide public access to Payments via a browser application for both Desktop and mobile access that is tailored to match the colours and styles of the organisations own web site. The mobile solution is self-rendering and will display correctly on any sized device screen
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Civica is currently in the process of ongoing development and testing to ensure that we meet the government guidelines for accessibility standards for existing and new sites as per dates set out in the government guidance "Make your Public Sector Website or App Accessible" issued February 2019
API
Yes
What users can and can't do using the API
Dependant on application/module
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The Civica ePayments solution is designed to be user-definable. Full business and user maintenance functionality will be provided to the organisation via the System Maintenance module ensuring the Council is self-sufficient in the day to day operations of its payments software and configuration.

Council staff can:

1. Add and maintain user roles and associated permissions for the organisation’s users
2. Add and maintain Validation Routines
3. Manage VAT codes and processing
4. Add and maintain Funds
5. Add, maintain and map Methods of Payment
6. In conjunction with the Hosted Civica System Administrator add, maintain and map Merchant Numbers
7. Add and maintain the Card Schemes allowed to be used by the system
8. Add and maintain Card Charges
9. Add and maintain the Funds that can be used by the ATP and on-line card payment platforms
10. In conjunction with the Hosted Civica System Administrator maintain the ATP menu structure and scripts
11. Create and maintain Import and Export formats for integration with other Council systems12
12. Add and delete items to the online eStore catalogue

In addition, all eCommerce webpages can be styled to the look and feel of the existing web site.

Scaling

Independence of resources
Underlying hardware is dynamically allocated and balanced using VMware Dynamic Resource Scheduler (DRS). DRS ensures virtual servers are allocated the appropriate physical hardware resources at all times. DRS also enables virtual servers to be migrated to different physical hardware so system availability is maintained during planned or unplanned maintenance.
Storage is allocated via a flash storage array capable of maintaining high IOPS throughput.

For parts of the product on Azure, native scaling is used.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The Civica Hosted income management function provides a browser module to staff to enable them to construct and write export files that will export payment data to account systems such as rents, council tax and an export to the organisations financial system.

Once written, exports can be scheduled, by staff, to run at set times and days automatically. The module also provides the ability to authorise staff to manually run an export. Export files are created by the hosted system and then automatically transferred to a set directory within the organisation's network by SFTP.
Data export formats
  • CSV
  • Other
Other data export formats
Fixed Width text format
Data import formats
  • CSV
  • Other
Other data import formats
  • Fixed width text format
  • XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
In addition to all access being TLS V1.2 as a minimum, an organisation's Outfacing IP address is required to be white listed by the Hosted network to allow the Staff browser access through to the sign on and validation process.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Civica’s standard core hours are 7am-7pm, Monday to Friday (excluding UK Bank holidays). Access to the service (remote access to data centre, domain names, network connections, IP addresses, hosted software and equipment) during core hours will have an uptime availability of 99.99%
Approach to resilience
Available on request.
Outage reporting
Infrastructure related scheduled maintenance will not occur between 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.
Unplanned outages will be notified via the Civica Service Desk.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Two factor authentication. -- RSA MFA
IP address whitelisting
TLS 1.2 connectivity
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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
06/12/2022
What the ISO/IEC 27001 doesn’t cover
NA
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Viking Cloud
PCI DSS accreditation date
11/08/2023
What the PCI DSS doesn’t cover
Civica UK's certificate is Level 1 - Service Provider. All Payment services are inscope
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • ISO27701 (Privacy Management)
  • PCI-DSS
  • ISO22301
  • ISO27001
  • Cyber Essentials

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
PCI-DSS
Cyber Essentials
IS27701
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 Plus certifications.

Where relevant PCI-DSS also applies to ensure secure processing of Payment Card Data

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All hosted assets metadata is stored in a Configuration Management Data Base. This data base is access controlled to authorised staff only. The CMDB provides information essential to the secure hosting of client critical services.
Civica's Change Management process ensures that all changes are considered and planned, and appropriate, and that there is a clear audit trail of all changes.
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 and PCI-DSS. These processes are externally audited on an annual basis to ensure continued compliance.
For external vulnerability scanning, Civica employs the services of an external ‘CHECK’ approved provider to perform an annual penetration test against the external management IP interface. Supporting this, Civica is also certified to the CESG approved Cyber Essentials scheme. For high value financial hosted system, Civica also maintains a PCI-DSS certification. In scope systems are subject to month internal and external vulnerability scans as well as a full penetration test twice a year.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Civica take a proactive approach to information security through a process of continual monitoring and review. As part of a documented risk assessment methodology to identify and manage information security risks a dedicated security team update the risk register monthly.
Civica has a network monitoring solution in place ‘OpsView’ as well as a full antivirus and anti-malware solution. These technologies check the hosted services for errors, infections and unexpected network traffic and are support by Cisco IPS/IDS at the perimeter layer. This monitoring service provides defence in depth, against compromise, by detecting infections and suspicious networking activity within the environment.
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
Civica have developed an Incident Management process (PRM07) under ISO 20000 standards which details both the Incident and Service Request Management processes.
The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by e-mail, telephone and web portal.
Monthly customer reports will detail incident information.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As a company, we’ve made an ambitious commitment to achieve Net Zero Carbon emissions by 2040 (or sooner) by supporting our customers net zero ambitions, creating software with inbuilt sustainability and reducing our own impact.

Our Carbon Reduction Plan demonstrates our ambition to become industry leaders in reducing our environmental impact in support of the UK’s Net Zero Target. Underlining this ambition, we are focusing not only on our direct emissions sources but also actively engaging with our wider supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.

We are accredited to the ISO14001 Standard and to support delivery of our commitment our Environment, Social Value and Governance provides clear focus for the ongoing development of our environmental policy.

• We develop innovative software-based services that reduce power requirements.
• We help customers opt for more sustainable choices, through digital platforms/apps which remove paper, support flexible/agile working, underpinned by cloud-based services employing energy efficient technology.
• We support carbon neutrality with workforces/facilities to reduce carbon consumption over 10-years.
• We prioritise the use of green energy in Civica owned facilities within the next 10 years.
• We promote recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes.

Our commitment to continue to promote with employees and customers a much greater responsibility and leadership in eliminating unnecessary single-use plastics; we will continue to look to make more innovative and systematic changes to further reduce our use of single-use plastics across the organisation and to openly share our outcomes and learnings.

We undertake SECR Streamlined Energy and Carbon Reporting on our environmental footprint and the progress we are making to becoming Net Zero.

Our commitment to fighting climate change will help deliver the policy outcomes for fighting climate change under PPN 06/20.

Tackling economic inequality

Civica is committed to building an inclusive and diverse culture that tackles inequality in employment, skills and pay. We promote equal opportunity through all our activities and ensure rights for all employees are always protected. We are listed as a 2020 Financial Times Diversity Leader and we are a ‘Gold’ Investors in People company.

We have increased our focus and commitment to ensure we proactively implement equal and non-discriminatory treatment to all our workers. We have implemented a Diversity & Inclusion Strategy and have a Diversity and Inclusion Lead to drive the implementation of this strategy. This aims to tackle inequality in recruitment practices, team development, skills and pay through the following actions:

• We are a Living Wage accredited employer.
• We recruit locally to where services are delivered.
• We are committed to developing the skills of young people near our client’s businesses e.g., for a local authority, we have developed a programme of engagement workshops for young people with the potential for digital work experience.
• Our staff act as mentors for Youth Enterprise schemes in schools/universities.
• We are a member of the 5% club, an industry-led initiative focused on creating momentum behind the recruitment of apprentices into the UK workplace.
• Over 2.5% of our workplace is made up of apprentices or graduates and we intend to increase this to 5% by the end of 2025.
• We provide our own apprenticeship programme for managers, giving them access to training and development that may not be accessible outside the workplace.

Our commitment to building an inclusive and diverse culture will help deliver the policy outcomes for tackling economic inequality under PPN 06/20 and will dramatically improve job prospects and increase earning potential for the young and job seeking communities.

Equal opportunity

Civica is committed to providing equal opportunities and building an inclusive and diverse culture. The more diverse our workforce, the more informed the decisions we can make for our customers, supporting the communities in which we work.

We are proud to have been ranked as one of the top European companies for workforce diversity and equality, as chosen by in the Financial Times in 2020.

We are committed to building and maintaining an inclusive and supportive culture where diversity thrives:

• To ensure our recruitment practices support the attraction and hiring of diverse candidates, all vacancies are advertised on multiple Diversity & Inclusion platforms.
• We run attraction campaigns targeting females and BAME applicants. We use a process of anonymised applications, competency-based questions and scoring to remove bias. We also use decoders to ensure job advertisements use gender and culturally neutral language. We also ensure mixed panel interviewing.
• We advertise vacancies on https://disabilityjob.co.uk/ and share diversity statements on all job adverts.
• We have made training on diversity and inclusion mandatory.
• We aim to ensure increased diversity of new starters in technology/sales/leadership roles by 10% per annum over the next 3 years.
• We aim to ensure that at least 50% of shortlisted people are being considered from a diverse background for roles above £35k.
• We promote affinity groups within the company who represent a group of people linked by a common characteristic, often underrepresented, or historically excluded, which acts as a ‘safe space’ for such individuals. This identity could be related to race, gender, sexual orientation, language, nationality, physical or mental ability, socioeconomic class, family structure, religion, amongst others.

Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for equal opportunity under PPN 06/20.

Wellbeing

Civica actively promotes a mentally healthy workplace and workforce integrating mental health and general wellbeing in all that we do from recruitment, appraisals to strategic management.

Through our Health and Wellbeing Policy and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. Our HWP provides a foundation to support both the mental and physical health of our staff through:

• 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’ through The Civica Foundation, our home for all charity, community, volunteering and social value. Our Days of Difference initiative gives every Civica employee 3 days a year to make a difference to charitable or community causes. Our employees can use this individually, join-up as a team or take part in Civica coordinated events.

Suppliers/subcontractors are subject to Civica’s Sub-contractor Selection Process as defined in our ISO9001 QMS, which includes criteria for assessing health and wellbeing policies.

Our commitment to providing equality of opportunity supports the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

Price
£0.60 a transaction
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.