Civica UK Limited

Civica Data Architecture and Modelling Service

Civica’s proven framework includes rich set of reference models to accelerate production of data models (conceptual, logical, physical), relationship matrices, business glossaries plus data integration architectures for operational and analytical use cases. Civica Data Architects hold TOGAF and DAMA CDMP certifications and use Visio, ER-Studio, Sparx EA, ArchiMate modelling tools.


  • Enterprise Data Model defines data required to support the business
  • Define business rules to support development of data quality rules
  • Define data entities (Business Glossary) to support consistent business terminology
  • Identify personal data for GDPR and business-critical master data
  • Creation of consistent conceptual, logical, and physical data models
  • Visualise data flows between core systems to identify data lineage
  • Define Data Architecture Principles to support the governance of change
  • Artificial Intelligence (AI) governance, establishment of AI Centre of Excellence
  • Creation of canonical data models to support data integration
  • Develop a Target Data Architecture and Roadmap


  • Common definitions ensure decisions are made on unambiguous data
  • Data is consistently sourced from the correct, authoritative systems
  • Understand data lineage and establish user data ownership
  • Identify all PII processed for GDPR compliance
  • Common data references enable consistent data quality measurement and tracking
  • Shared data taxonomy promoting understanding across all stakeholders
  • Support application rationalisation through identifying applications processing the same data
  • Consistent modelling standards and access to re-usable data architecture artefacts
  • Identify where improved data integration would bring benefits
  • Support and align to any existing Enterprise Architecture activity


£135 to £1,905 a unit a day

Service documents

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G-Cloud 13

Service ID

6 2 1 9 9 1 1 9 8 3 1 5 5 0 6


Civica UK Limited Civica UK Limited
Telephone: +44 (0) 3333 214 914


Planning service
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


Training service provided
How the training service works
We provide training in all aspects of data management, combining best practice as defined in the DAMA Data Management Body of Knowledge with the considerable practical experience of our consultants.
We have 4 prepared, instructor led training courses:
• Fundamentals of Information Management (3 days)
• Fundamentals of Data Modelling (2 days)
• Data Governance (1 day)
• Data Quality (1 day)
These courses are suitable for Data Managers, Data Architects, Data Quality Managers, Data Owners, Data Stewards and Data Custodians and are available with Civica’s Data Services or as standalone training modules. Our training supports attendees on their preparations for the Certified Data Management Professional (CDMP) qualification.
Next to these courses, our Data Services typically include identifying training needs and preparing the implementation specific training that is needed based on the services and solutions delivered. This training will be tailored to the specific requirements of the client’s business to ensure that the material is relevant to the attendees. Training can be delivered in a classroom, via the web or eLearning can be developed if preferred. We are also able to offer Train the Trainer services to enable clients to become self-supporting.
Training is tied to specific services
Services the training service works with
  • Data Strategy and Roadmap
  • Data Governance
  • Data Quality Management
  • Master Data Management

Setup and migration

Setup or migration service available
How the setup or migration service works
Civica’s proven five step process supports organisations migrating workload to the cloud or transitioning between cloud providers.

Cloud Strategy: understand your challenges and desired outcomes from moving to the cloud. We generate a cloud roadmap aligned to meeting your business, technology and operating model needs.

Discover and Assess: we engage with your stakeholders to determine the current application, organisation and service status; collating existing data on assets and services and combining tool-based and manual exploration to uncover dependencies, constraints and opportunities.

Analyse and Design: we collaboratively define a target cloud model incorporating governance, security, resilience and flexibility to meet your needs. Technology blueprint, and a prioritised and phased migration plan, produced to achieve the desired benefits ensuring that it fits with people, process, tooling and service needs.

Migrate and Transform: execute the plan, establishing governance and access controls, provisioning right-sized cloud instances and services and incremental delivery of migration of service, systems and data. Where appropriate we use repeatable, software and template driven provisioning and configuration to ensure consistency, efficiency and security.

Manage and Optimise: monitor and manage the transformed services to ensure planned benefits are delivered. Refine configuration and implementation based on experience to deliver a successful cloud migration.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
At Civica, the goal of quality assurance is not to give testing (including performance) its own phase, but to embed quality across each of the project/delivery phases.

a) Discovery and Calibration - determine requirements, data, environments, timescales to feed into test approaches and plans that underpin and steer the testing work. Collate current and desired performance, load and concurrency metrics including different use profiles (for example, for spike and soak testing). Identify tools appropriate to the project (such as JMeter) to aid testing.

b) Optimisation - identify verification points to isolate issues as soon as they arise, and form test cases/charters around them. For performance testing, create automated scripts to simulate use of the system through realistic and edge case scenarios.

c) Validation - execute the test cases and/or perform session based exploratory testing against the test charters. Run performance tests with different parameters to simulate varying loads and use profiles. Use visualisations to compare trends. Collaborate proactively on defects as they arise.

d) Deployment - shift testing balance from defect identification to acceptance testing (user and operational testing). Create Regression suites to support future changes.

Security testing

Security services
Security services type
  • Security strategy
  • Security design
  • Security testing
Certified security testers

Ongoing support

Ongoing support service
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

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
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
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.


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
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Social Value

Fighting climate change

Fighting climate change

Civica’s Environment and Social Governance team provides clear focus for the ongoing development and implementation of our environmental policy, which is supported by our ISO 14001 environmental standard. We are committed to working with our staff, customers, suppliers and partners to recognise and reduce the impact we all have on the environment. This goes hand-in-hand with optimising our services to support environmental and community initiatives.

Through the delivery our services, we support fighting climate change by:
- Helping employees improve their own environmental footprint at work. Initiatives include: environmental policy training; Single use plastic reduction; electric vehicle salary sacrifice; cycle to work scheme; solar panel and LED lighting installation; tree planting scheme, offsetting carbon emissions. We also encourage and advise employees on positive activity at home and in their personal lives.
- Working with suppliers to deliver environmentally sound processes and incorporate sustainable criteria into product/service specifications.
- Operating socially responsible purchasing, considering sustainable procurement, environmental and social effects and reduced consumption.
- Selecting suppliers, goods and services that demonstrate environmentally sustainable, socially responsible and ethically sound standards.
- Leading by example/raising awareness with customers via activities such as: reducing our single use plastic consumption by 70% within the next 5 years; prioritising use of green energy in our facilities; promoting recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes; working towards carbon neutrality with workforces and facilities to reduce carbon consumption over the next 10-years.
- Working with customers to develop innovative software-based services that reduce property/power requirements.
- Meeting/exceeding environmental legislation through ISO audits.

We have a Carbon Reduction Plan in place and a commitment to achieve Net Zero by 2040 at the latest. We are reviewing our energy mix and the materials we use, and working with partners to plant a Civica Forest.
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.


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.


£135 to £1,905 a unit a day
Discount for educational organisations

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 Tell them what format you need. It will help if you say what assistive technology you use.