Civica Registrations
Civica Registrations is a flexible solution for registrars that integrates self-service appointment bookings and online payments with efficient rostering and full case management capabilities. The flexible solution allows slot details to be configured on an individual basis.
Features
- Single integrated system to manage the end-to-end registration process
- Intuitive navigation and user-experience designed in-line with your brand
- Secure self-service customer account
- Book, view, cancel available bookable service, facility or object
- Scalable and flexible corporate solution
- Configuration of multiple diaries for appointment bookings
- Intuitive & configurable booking forms, slots, payments & cancellations
- Configure service availability for defined periods of time
- Automated booking confirmation
- Integrates with payment providers
Benefits
- Streamlines registration functions and increases efficiency
- Efficient and effective end-to-end processing
- Improved customer experience, satisfaction and engagement
- Online calendar allows staff to share immediate up-to-date information
- Streamlines & automates process reducing administration & manual processing
- Reduction in errors and overbooking
Pricing
£660 to £1,100 a user a year
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
7 8 5 2 6 4 2 1 8 4 5 1 0 4 9
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
- Private cloud
- Service constraints
- Configuration specific to given client's specific requirements.
- System requirements
-
- Microsoft Office
- Microsoft Windows with approved Browser
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
- Typically within 4 hours on working days (09:00-17:00 Monday-Friday, excluding Bank and Public holidays).
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
- Please refer to contractual documentation for detailed service level agreements.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- A client-specific implementation service is required. This may involve data migration if required and always involves user training.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- A bespoke service, tailored to the precise needs of the client (at extra cost).
- End-of-contract process
- The ownership of the client's data is fully acknowledged. Data will be extracted in a format agreed with the client for a fixed cost, prior to removal of that data from the provider's systems.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- 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
- Certain end-user functions are web accessible.
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- Description of service interface
- Clients may elect to configure workflows or to procure Civica's services to do so.
- Accessibility standards
- None or don’t know
- Description of accessibility
- There is no universal accreditation programme for WCAG compliance and suppliers are responsible for the self-assessment of their solutions. Due to the scale of its software portfolio, Civica has its own WCAG testing team, independent of the teams who develop our software. iCasework platform has undergone accessibility testing against the WCAG 2.1 at the AA level and we warrant the iCasework platform’s compliance with that standard. Any non-compliance with that standard identified by a customer will be treated as a software bug, such bugs will be fixed accordingly. WCAG 2.2 compliance is required of public sector solutions by October 2024.
- 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 the dates set out in the government guidance.
- API
- Yes
- What users can and can't do using the API
- Provider-configured web services for system to system data exchange.
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Customisation can be undertaken by the provider as a service at additional cost. Some customisation is configuration-dependent and other customisation may require bespoke amendment.
Scaling
- Independence of resources
- Private Cloud with resources allocated to client, in response to the client's specification. Resources are not allocated dynamically to respond to peaks/troughs.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Number of named users; resource consumption.
- Reporting types
- 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 CHECK service provider
- Protecting data at rest
- Physical access control, complying with another standard
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- 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
- Data may be extracted by reporting. Alternatively, full data extracts/database copies can be provided at extra cost.
- Data export formats
- CSV
- 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
- Civica standard core hours are 9am-5pm, 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 99.9%
- 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
-
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- Two factor authentication.
- Access restriction testing frequency
- At least once a year
- Management access authentication
- 2-factor authentication
Audit information for users
- Access to user activity audit information
- Users contact the support team to get audit information
- How long user audit data is stored for
- At least 12 months
- Access to supplier activity audit information
- Users contact the support team to get audit information
- How long supplier audit data is stored for
- At least 12 months
- How long system logs are stored for
- Between 1 month and 6 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
- NA
- 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
- ISO 22301
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- ISO/IEC 27001
- Information security policies and processes
- In order to provide a wide range of services to public and private sector organisations, Civica maintains an active information security programme. This programme requires regular internal and external audit inspection of both physical and logical data protection structures. The policies and procedures are aligned to ISO 27001 and Cyber Essentials certifications.
Operational security
- Configuration and change management standard
- 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 v3.1 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
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
- Other
- Other public sector networks
- Civica will consider feasibility of achieving accredited connectivity upon request
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, 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 greater responsibility and leadership in eliminating unnecessary single-use plastics; we 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/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 (MHC) 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, providing 24/7 access to websites, e-mail, phone and face-to-face counselling
• 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 aiding physical and mental health.
• Weekly fruit for offices, encouraging a healthier diet.
• 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 employee’s can use this individually, join up as a team or take part in 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 opportunity under PPN 06/20.
Pricing
- Price
- £660 to £1,100 a user a year
- Discount for educational organisations
- No
- Free trial available
- No