Civica UK Limited

Civica Rapid Prototyping Service

Brings initial ideas to life by visualising concepts and interactions. UX designers collaborate with Buyer stakeholders to design a proof of concept, showcasing what your service could look like using wireframes/prototypes. Designers and developers gain a user-validated direction to work on, ensuring final product meets user expectations and stakeholder objectives.

Features

• Use existing data/service knowledge to identify target areas to prototype
• Establishing the key user journey to be prototyped with stakeholders
• UX Designers produce lo-fi to hi-fi prototypes, depending on need
• High-fidelity prototypes will include interactions where applicable
• UX Designers follow best industry practices when designing
• UX Designers follow best practice accessibility standards when designing
• Prototype provided to showcase ‘look and feel’ and gain buy-in.

Benefits

• Focus brought to key areas to improve for maximum impact
• Quickly visualise what your new service/product could look like
• Brings initial design ideas and digital products to life
• No need to spend time and money on development costs
• Cost-effective way to quickly test feasibility of designs with users
• Intuitive user interface
• Demonstrate simple interactions
• Gain a new service/product perspective
• Increase buy-in from other stakeholders including sales and bids team
• Identify design or user journey issues at an early stage

£138 to £2,290 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 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

575366872295958

Contact

Civica UK Limited
+44 (0) 3333 214 914
g-cloud@civica.co.uk

Planning

• Planning service: Yes
• How the planning service works: The Civica Delivery Manager (DM) utilises a proactive ‘Agile’ approach to planning the implementation of cloud hosting or software services. Civica’s approach to delivering the service is as follows: During initiation the DM will meet with the customer team and undertake desk study and research to: Identify - scope, terms of reference, roles and responsibilities, environment, outcomes, checkpoints, timescales, constraints, issues and risks. The outputs are combined with Civica’s knowledge and experience of planning the implementation of cloud hosting or software services across 2,000 major customers. This ensures that Civica’s planning service takes into consideration all factors and they are assessed, planned for and recorded. Manage - regular project reviews compare progress against the plan with any issues or risks identified and mitigating actions monitored. This iterative approach ensures emerging issues are incorporated into the plan and that progress is maintained across all elements of the plan. Realise - the plan is managed through to project completion to ensure the benefits of the cloud hosting or software services are realised. Lessons Learnt are fed back to the customer and future planning service projects.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Civica provides a complete Training Service for its cloud software and support services. The training services available include formal training, collaborative knowledge sharing and in-project skills transfer. Training approach and services are based on customer needs and delivered to an agreed budget and timescale. Training Services are priced from the SFIA rate card. Training can be structured to address different levels of need including, for example: 1) Cloud Awareness for Executives, Managers and Business Managers. Provides an overview of features, benefits, risks and implications of a Cloud based strategy; 2) Cloud Induction Training for system administrators. Provides essential skills to run cloud services and orientation to support materials; 3) Cloud Standard Training in the core services for system champions and end users. Covers system administration, security and cloud service monitoring/managing; 4) Cloud Specialist Training – advanced training for system champions. This may involve Accredited Courses from Civica Cloud delivery partners; 5) Cloud Training Packages, tailored package of training system administrators, business managers, and end users. We promote and facilitate skills transfer throughout engagement, including access to Civica Knowledge Sharing events and activities including supplier briefings and Webinars.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Civica has over 30 years’ experience providing comprehensive managed services for clients in both public and private sectors. Civica delivers an ITIL®-aligned Service including Continual Service Improvement (CSI) underpinned by a guaranteed Service Level Agreement (SLA) covering the whole spectrum of cloud support service activities, tailored to your specific requirements.; ; The Service includes from 1st to 3rd Level Support, Incident and Problem management, operational management and maintenance through to ongoing development and improvement.; ; By delivering a Service with a focus on continual improvement, Civica is able to ensure optimal levels of performance, availability and security.; ; We provide a Service Delivery Manager (SDM) who manages the delivery of your Service, is available to all key stakeholders and is your 1st point of escalation.; ; The SDM will work with you from the outset of the engagement to ensure the Service Transition is defined, planned and delivered seamlessly whilst also ensuring that the live Service continues to meet your needs and is appropriately documented.; ; The SDM will also provide monthly service reporting, attend quarterly Service Reviews and facilitate an annual customer satisfaction survey. Responses to Change Requests and proposals for Service extensions are all included as part of the Service delivered.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Civica offers three service levels: Core, Extended and Bespoke each with variable service hours ranging from 09:00 to 17:00 Monday to Friday excluding English public holidays to full 24x7x365. Our Core service response and resolution times depend on the severity of the incident and are as follows:; a) Priority Level 1 (Critical): 1-hour to respond, 1 day to resolve; b) Priority Level 2 (Major): 2-hours to respond, 2 days to resolve ; c) Priority Level 3 (Intermediate): 2-hours to respond, 8 days to resolve ; d) Priority Level 4 (Minor): 2-hours to respond, 20 days to resolve
• 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
• Support levels: 1) Core: 09:00 to 17:00 Mon-Fri excluding English Public holidays; suitable for most business-critical applications.; 2) Extended: 08:00 to 18:00 Mon-Fri excluding English Public holidays. ; 3) 24x7: full 24x7x365 support.; 4) Bespoke: customised set of service hours that meets unique business requirements.; ; Different business needs require flexibility in response and resolution times:; 1) Core: resolution times are P1: 1 day, P2: 2 days, P3: 8 days and P4: 20 days.; 2) Enhanced: resolution times are P1: 4 hours, P2: 8 hours, P3: 4 days and P4: 10 days.; 3) Bespoke: a customised set of response and resolution times that meets your unique business requirements.; ; Severity Levels for Incidents are defined as follows:; a) Priority Level 1 (Critical) - reported problem causes a halt to the client’s core business processes and no work-around is available.; b) Priority Level 2 (Major) - reported problem causes degradation of the client’s core business processes and no reasonable work-around exists.; c) Priority Level 3 (Intermediate) - reported problem impacts the client’s operational environment; it does not affect core business processes; a work-around is available.; d) Priority Level 4 (Minor) - a non-critical problem causing some disruption with little or no impact on client operation.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Resell Azure, AWS, Google Cloud and UKCloud and support others

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 09/11/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: 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 actively engaging with our supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.; ; We are accredited to 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, all underpinned by cloud-based services employing energy efficient technology.; • We support carbon neutrality with workforces/facilities to reduce carbon consumption over the next 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 promote 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 (HWP) and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. These provide a foundation to support 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, 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.; • 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 employee’s 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 Quality Management System, which includes criteria for assessing health and wellbeing policies.; ; Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

• Price: £138 to £2,290 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.