Civica UK Limited

Civica Scheduling

Intelligent e-scheduling system: Enables the NHS to ‘free up time to care’ and improves how they manage capacity (clinical staff) and demand (patient needs) in a community setting. Improves safety, productivity, service quality, patient care and staff satisfaction whilst reducing clinical risk and care delivery costs in a community setting.

Features

• Clinically safe intelligent scheduling and service management system
• Unique clinical scheduling algorithm to optimally schedule patient appointments
• Automated caseload scheduling and visit booking and mileage reclaim
• Open and published APIs: Enables interoperability between organisations IT systems
• Intuitive design with real-time service capacity and demand view
• Service management analytics and reports including ‘Sit Rep’ reports
• Realtime staff location view and lone worker delayed visit alerts
• Android, iPhone and Windows apps with Mobile Device Management (MDM)
• SMS and voice text patient visit reminder service
• Class-1 Medical Device, DCB-0129, GDPR compliant, DSP Toolkit and ISO27001

Benefits

• Improve the quality and safety of the community nursing service
• Reducing daily planning/travel time releases clinical ‘time to care’
• Prevent unwarranted variation by standardising service delivery
• Reduce clinical risk, improve productivity, service delivery and patient care
• Reduce staffing costs (such as overtime, bank or agency staff)
• Safer and more equitable caseload management and workforce management
• Eliminate clinical incidents such as missed visits and scheduling errors
• Reduce travel costs, patient complaints and enquiries
• Staff feel safer through enhanced lone worker safeguarding arrangements
• Improved staff satisfaction and improved recruitment and retention of staff

£14.00 a user a month

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

730799508419273

Contact

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

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Web application:; Microsoft Edge (most up to date version); Chrome (most up to date version); Firefox (most up to date version); Safari (most up to date version); No additional plug ins are required; ; Mobile application:; Android 10 +; iOS 10.0 +; NB. There may be some firewall configuration needed for full application functionality
• System requirements:
  • Internet connection
  • Chrome, Firefox, Safari or Edge
  • Separate licence per user
  • Suitable hardware if mobile app required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Immediate (Severity 1): Response within 1 hour during Service Hours. e.g. Service Failure / Unavailability affecting many users across 1 or multiple sites.; ; Urgent (Severity 2): Response within 4 hours during Service Hours. e.g. Service Failure / Unavailability affecting few users at 1 or more sites.; ; Normal (Severity 3): Response within 1 Working Day. e.g. Non-urgent Service defect with workaround affecting 1 or more users. These defects will be logged and be deployed in a future software release subject to the terms.; ; Educational Support: Response within 1 hour during Service Hours with a target fix time of 4 hours.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use Zendesk - the market leader for support helpdesk software. Here is their assistive technology report: https://www.zendesk.co.uk/company/policies-procedures/accessibility/
• Onsite support: Yes, at extra cost
• Support levels: Immediate (Severity 1): Where a call priority is Immediate, Civica will respond to the call within 1 hour during Service Hours. e.g. Service Failure / Unavailability of the Service affecting many users across 1 or multiple sites.; ; Urgent (Severity 2): Where a call priority is Urgent, Civica will respond to the call within 4 hours during Service Hours. e.g. Service Failure / Unavailability of the Service affecting few users at 1 or more sites.; ; Normal (Severity 3): Where a call priority is Normal, Civica will respond to the call within 1 Working Day. e.g. Non-urgent Service defect for which a workaround can be provided affecting 1 or more users.; ; Non-urgent software issue: Non-urgent Service defects (those defects inherent within the Service but for which a workaround is available) that are affecting 1 or more users will be logged and be deployed in a future software release subject to the terms.; ; Educational Support: Where a call is purely an educational request, Civica will respond to the call within 1 hour during Service Hours with a target fix time of 4 hours.; ; All response times are within the Service Hours and Working Days of Civica Helpdesk.; ; Additional support levels available upon request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There is a full project managed configuration, implementation and training plan. We provide on-site training with a train the trainer approach.; ; We provide full user documentation and assist with creating your Standard Operating Procedure.; ; Post implementation we have an online support ticketing system with associated online training support system and support articles.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • DOC
  • DOCX
• End-of-contract data extraction: Reports can be set up on the system for self service data export. Data is provided in csv format. For more specialised reports, the client can contact support.; ; Additionally, within thirty (30) days of termination, the Customer may request that Civica shall provide an extract of the Customer Data to the Customer.
• End-of-contract process: Within thirty (30) days of termination, the Customer may request that Civica shall provide an extract of the Customer Data to the Customer (in such file format as Civica shall determine). Civica hereby reserves the right to charge a fee to the Customer for providing the said extract in accordance with its then current applicable charges for such service. If the Customer fails to request the return of Customer Data within the thirty (30) day timeframe, then, to the extent permitted by Applicable Law, Civica reserves the right to delete all Customer Data in its possession.; ; In the event of termination (for whatever reason), Civica shall (for a period not exceeding 60 (sixty) Working Days after the date of termination or expiry) provide the Customer with reasonable co-operation to enable the Customer to make arrangements for the transition of the supply of the Service to an alternative provider. Civica shall be entitled to charge the Customer at its prevailing day rate (as notified to the Customer from time to time) in respect of such assistance and co-operation.

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: There is an optional mobile phone app, which is used for checking in/out of jobs and collecting information when out in the field - this does not have the full functionality of the main scheduling system and only allows collection of information on visits that have been allocated. This can be installed on iPhones, iPads, Android phones and tablets and Windows phones, tablets and desktops/laptops
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Civica Scheduling uses REST API and HL7.; ; The REST API is read only. Through the REST API, user can: Access to client information; Access to visit information (including services, notes); Access to questions for a visit; Access visit check in and out information; Check status of a visit.; HL7 API:; Create/Update/Archive Patients; Create new users; Create/Reschedule/Cancel Appointments; Create/Update/Archive Staff
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Full configuration support including account configuration, rules configuration, services configuration, custom fields for clients and users.; ; There are two levels of configuration: Account level - configured by Civica internal staff.; Account manager level - client side staff with appropriate permissions can set up elements such as new service types.

Scaling

• Independence of resources: We use an on-demand cloud computing infrastructure to provide additional capacity, both planned (i.e. during working hours vs out of hours), as well as automatically provisioning new servers based on load.

Analytics

• Service usage metrics: Yes
• Metrics types: Civica Scheduling maintain audit trails of created, destroyed, edited or viewed records with time, date and IP address (for web app) or mobile device location (for mobile app).
• Reporting types:
  • API access
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• 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: Reports can be set up on the system for self service data export. For more specialised reports, the client can contact support.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: XLSX
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Uptime/availability for services is 99.9% during Service Hours.; ; Systems are subject to a planned maintenance strategy. Planned maintenance where possible will be accommodated outside of Service Hours without impacting the availability to Users to the System.; All planned maintenance will be subject to change control procedures and will be communicated to the Purchaser within a reasonable notice period.; ; Upon request we are able to refund on a prorata basis for any unplanned downtime which falls outside the 99.9% uptime availability.
• Approach to resilience: The application is split over physically separate availability zones, as well as a clustered database running over multiple physically separate availability zones.
• Outage reporting: Planned maintenance is communicated via in-app notifications and email communications to nominated contact within client. Support desk can give status updates. Customers can subscribe to our Status Page - this will give information about planned maintenance and unplanned outages and regular progress updates relating to this.; ; For unplanned outages, we can also communicate this with nominated contacts within client if required (whether in office hours or outside hours).

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: We have Access Control Specifications, with the principle that only those who are required have a particular level of access actually do so. Dependent upon the system and action taken, sometimes it will require authorisation from two staff. Access to some information is only allowed via super admin log on. All staff are required to have a DBS check and require BS7858 vetting.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: 07/11/2023
• 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: No
• Other security certifications: Yes
• Any other security certifications:
  • • NHS DSP Toolkit
  • • DCB 0129 Clinical Risk Management

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: NHS DSP Toolkit; Cyber Essentials
• Information security policies and processes: We have DCB 0129 Clinical Risk Management and DSP Toolkit compliance. We have the following policies in place which have a direct bearing on information security:; Acceptable use of internet and email policy, Access Control Policy, Anti-piracy Policy, Clear Desk and Clear Screen Policy, Cryptographic Controls Policy, Data Protection Policy, Data Retention Policy, Equipment disposal policy, Information Exchange Policy, Information Governance Policy, Information Sensitivity Policy, IT Policy, Laptop Policy, Leaving Policy, Media Destruction Policy, Network Security Policy, Network Systems Monitoring Policy, Remote Working Policy, Secure Development Policy, Security Policy, Security Incident Reporting Policy, Social Media Policy, USB memory sticks Policy, Virus Protection Policy, Whistleblowing Policy.; ; We have a number of associated processes and procedures designed to adhere to these policies. We have an ongoing process of internal auditing to ensure adherence to these policies and monthly ISMS management meetings.; ; There is a dedicated software system with recorded process for handling: Security incident, Non-conformity, Change Request.; ; Staff security awareness training takes place throughout the year with briefing sessions for any substantive policy changes.

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: We have a change management process as part of ISO27001 and Class 1 Medical Device compliance. All tickets are logged and tracked via our issue and project tracking software (JIRA) and the potential security impact and clinical risk is assessed as part of the process of signing off a ticket. All changes to the software are tracked in our version control system (Git).
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Server operating systems run Long Term Support versions which are regularly patched.; ; All application software changes resulting in failed tests or security vulnerabilities are blocked by continuous integration servers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Role based access control, with audit trail of staff changes to records.; ; As part of the Information Security Management System we screen staff and we have ongoing training including security awareness. In the case of an incident or near miss we have an incident management procedure and recording process and the Information Security Management System Manager would always been informed.; ; Dependent upon the nature of the incident we may also inform the ICO and we may report it via the DSP Toolkit reporting tool.
• 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: For incidents requiring business continuity actions, these are defined within the Business Continuity (Disaster Recovery) Plan.; IS events identified are recorded following the procedures relating to the identification, control and recording of incidents handled using existing escalation procedures when required. These events are assessed by the ISMS Committee ISMS Manager to determine if they are to be defined as information security incidents and when relevant, details are referred to Senior Management.; All comments and actions arising from any incident are recorded within the; recorded incident form and appropriate action is instigated - these can be provided upon request.

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

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: £14.00 a user a month
• Discount for educational organisations: No
• Free trial available: 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.