CIVIC

Regulatory Case Management (Canalix RCM)

RCM supports entire R-I-C-E processing. This means the end-to-end process from the registration of a service, product, provider, or an entity, the planning, scheduling and performing of inspections of such, through to the ongoing enforcement and management of complaints. The system is intuitive and accessible.

Features

• Case Management with integrated workflow for structured and ad-hoc processes
• Enterprise class case and document management
• Responsive and intuitive context aware UX
• BPMN 2.0 compliant process modelling and process automation
• Seamless office and email integration 100% Rest API enabled
• Comprehensive document and records management.
• Secure citizen self service and stakeholder collaboration portal
• Integrated, flexible, optimised reporting engine. Export to 3rd party tools
• AI work scheduling and optimisation
• E-mail and Office integration modules

Benefits

• Typically, 80%+ fit to business requirements, out-of-the-box
• Low risk on-boarding through highly configurable low code platform
• Improved efficiency through rules and data driven automation
• Context-driven guidance supports compliance and reduces errors
• In-house Administrators configure functionality to quickly react to business change
• Minimal user training required due to context aware UX
• Granular audit functionality supports non-repudiation and improves case outcomes
• Out of the box end-to-end digital transformation of service delivery
• Integrated modules accelerate project delivery with reduced cost and risk
• Improved efficiency through AI resource scheduling and optimisation

£26.85 to £350 a user a month

• Education pricing available

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 gcloud@civicuk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

813397609757097

Contact

Greg Rouchotas
0131 624 9830
gcloud@civicuk.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Advanced Fraud Investigation & Prevention (AFIP) solution runs in both Open Source or Microsoft system environments and can be extended or integrated to most services using it's pre-existing set of API's
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: The service does not have any limitations
• System requirements:
  • Apache or Microsoft ISS
  • Jboss
  • MySql, Oracle or MS SQL Server

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 2 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: No
• Onsite support: Yes, at extra cost
• Support levels: We provide three support levels. Baseline, Standard and Premium; We provide a technical account manager and cloud support engineer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We will work with you and help identify the on-boarding services that align with your Edit digital transformation strategy and objectives. On-boarding services often include; assistance in user story refinement, configuration support, data migration assistance,; super user and end user training. Further documentation such as the online WIKI and in- system-guidance helps ensuring that the desired business outcomes are realised; quickly.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: We will work with you and help identify the on-boarding services that align with your digital transformation strategy and objectives. On-boarding services often include; assistance in user story refinement, configuration support, data migration assistance, super user and end user training. Further documentation such as the online WIKI and in- system-guidance helps ensuring that the desired business outcomes are realised; quickly.
• End-of-contract process: The data extraction and delivery is a standard service, where we will work with you to determine which method is most appropriate. This service is provided on a time and; material basis unless otherwise agreed at the time of contracting.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The user interface is responsive and supports use on tablet devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The interface allows the client to manage the product.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have done some testing to assistive technologies.
• API: Yes
• What users can and can't do using the API: The user interface is responsive and supports use on tablet devices.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution is highly configurable and provides the customer flexibility to adapt the solution without coding. This means that the customer can configure a very wide range of solution elements. This includes forms and document templates, additional meta data, drop down lists, system views, processes (via graphical BPMN designer), rules and decision tables, AI optimisation constraints, etc.

Scaling

• Independence of resources: We operate multiple clusters of servers to deliver the service and monitor the load and capacity to ensure optimal performance at all times.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide details of the service usage as required by the client.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: GoPro Ltd

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• 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:
  • 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: The user can search and filter on the data in the system to define the desired data set, which then can be extracted by the user via spreadsheets. Data can also be extracted; as XML.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We provide a tailored SLA for availability based on the licence type and customer defined Time To Recovery Objectives (TTRO).
• Approach to resilience: We operate multiple clusters of servers to deliver performance and resilience. DDOS protection systems are in place.
• Outage reporting: Outage reporting is provided by means of email alerts, public dashboards, and API. The Edit selected approach will depend on customer's preferences.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is controlled via private or VPN connections and/or SSH connections and restricted by 'least privilege access' with strong username and password combinations. Administration access and customer data access is; segregated.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 13/05/2008
• What the ISO/IEC 27001 doesn’t cover: Nothing
• 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:
  • Cyber Essentials
  • DoD 5015.2-STD

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: We have a number of information security policies as dictated by ISO 27001. These include:; -Information Security Policy; -Access Control Policy; -Anti-Piracy Policy; -Backup Policy; -Bring your own device (BYOD) Policy; -Cloud Computing Policy; -Email & Internet Acceptable Usage Policy; -Leaving Policy ; -Network Systems Monitoring Policy; -Password Policy; -Remote Access and Mobile Computing Policy; -Social Media Policy; -Virus Protection Policy; ; Our information security manual is reviewed and tested annually. The testers and external auditors report their findings to the board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We control our configuration and change management processes through our ISO27001 policies
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use external third parties to perform penetration testing on a regular basis. We also use internal industry standard scanners to perform bi-weekly penetration tests. We monitor all major security lists to ensure we are notified of any threats in a timely manner.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use internal and external monitoring and Intrusion detection systems to identify potential problems or compromises.; In the event of a potential compromise our board level security officer is notified as well as the potentially affected clients.; We respond to potential incidents immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a number of processes to deal with common events.; Users can report incidents via email, telephone or online through our issue tracking system.; We provide reports and root cause analysis reports via email

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:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At CIVIC, our commitment to environmental stewardship is integral to our operations, and is aligned with the Good Business Charter’s focus on environmental responsibility. We manage our environmental impact through an Environmental Management System compliant with ISO 14001 standards, concentrating on waste reduction, resource efficiency, and overall environmental enhancement.; We proactively minimise our energy use across all business aspects, from daily operations to deployed technologies, incorporating regular energy audits and investing in energy-efficient technologies. Additionally, we prioritise partnerships with suppliers who share our commitment to sustainability, ensuring that our supply chain upholds green practices.; Our climate action initiatives are driven by innovation. We are dedicated to adopting innovative solutions that reduce our environmental footprint, with a key goal of transitioning to 100% renewable energy. We also promote remote working and virtual meetings to decrease travel emissions, contributing to both environmental sustainability and workplace flexibility.; Transparency is crucial in our environmental strategy. We commit to openly sharing our successes and challenges, providing annual reports on our progress in emission reduction and energy efficiency.; Our ambition is to influence the broader business community through demonstrable effective practices, encouraging other organisations to adopt sustainable methods. We believe that collective action can lead to substantial environmental change.

  Covid-19 recovery

  At CIVIC, we’re steadfast in our commitment to aiding the recovery from the Covid-19 pandemic. Understanding the profound impacts on our community and economy, we’re actively engaged in rejuvenation efforts, aligning with the Good Business Charter's emphasis on responsible business practices.; To nurture a culture of innovation and resilience, we invest in training programmes and partnerships that bolster digital literacy and employability. This initiative focuses especially on those hardest hit by the economic effects of the pandemic, demonstrating our commitment to social sustainability, as endorsed by the Good Business Charter.; Moreover, we’re enhancing our operational resilience by expanding our capabilities in remote working and video conferencing. This adjustment, not only ensures continuity and flexibility in our operations, but also diminishes our carbon footprint, contributing to environmental sustainability in alignment with our recovery strategies.; Guided by the Good Business Charter's principles of transparency and accountability, we commit to monitoring and publicly reporting the impact of our initiatives. This approach guarantees that our efforts deliver tangible benefits to our community and support a robust, sustainable recovery.; By integrating these principles into our business strategy, CIVIC aims to not merely endure, but to flourish in the post-COVID-19 landscape, setting an example and motivating other businesses to participate in driving significant community recovery.

  Tackling economic inequality

  At CIVIC, our dedication to addressing economic inequality stems from its significant impact on community health and prosperity, in line with the Good Business Charter. We aim to create opportunities that enhance societal equity.; We have initiated various programmes designed to assist community members most impacted by economic disparities. These initiatives focus on delivering targeted training to improve digital literacy and employability, particularly for underrepresented and economically disadvantaged groups. By equipping individuals with critical tech skills, we facilitate broader access to employment opportunities and contribute to a more inclusive workforce.; We also actively collaborate with local suppliers and small businesses, offering equitable partnership opportunities. This approach boosts the local economy and supports the growth of diverse enterprises, reflecting our commitment to economic inclusiveness as a key component of the Good Business Charter.; We are steadfast in our internal employment practices, ensuring fair pay and equal treatment for all employees. Our internships and apprenticeships cater to individuals from diverse socioeconomic backgrounds, helping to cultivate a diverse talent pipeline within our company and setting a benchmark for the industry.; We commit to transparency by regularly reviewing and reporting on our efforts to tackle economic inequality. By embedding these commitments into our company culture, CIVIC not only narrows the financial gap, but fosters an ecosystem of growth, opportunity, and equality for all.

  Equal opportunity

  At CIVIC, advancing equal opportunities within our organisation and the broader community is a critical commitment, consistent with the Good Business Charter's principles on fair employment and employee well-being. We endeavour to create an inclusive environment where all individuals, regardless of their background, can succeed.; We are dedicated to removing barriers to employment and advancement within our organisation through fair hiring practices, designed to eliminate bias and promote diversity. By recruiting from a diverse array of communities, we not only mirror societal diversity, but enhance our company culture and foster innovation—a central tenet of the Good Business Charter.; Our commitment to equal opportunity extends to all staff, offering comprehensive training and development to support personal and professional growth. With a focus on aiding underrepresented groups in the tech industry, we collaborate with entities like OpenUK to provide mentorship and leadership development, thereby narrowing opportunity gaps.; We also partner with local educational bodies and community organisations to enhance STEM education among youths from disadvantaged backgrounds. By developing and sharing resources that support entry into STEM careers, we inspire the next generation to embrace technology roles.; We maintain transparency in our journey towards greater equality, regularly reviewing and reporting our progress, as endorsed by the Good Business Charter. By weaving these practices into our corporate ethos, CIVIC actively contributes to a fairer society, encouraging industry peers to join us in this vital endeavour.

  Wellbeing

  At CIVIC, the wellbeing of our employees and the wider community is paramount, resonating with the Good Business Charter’s emphasis on employee well-being. Our comprehensive approach covers both physical and mental health, ensuring a supportive and healthy environment for everyone.; Acknowledging the complex nature of wellbeing, our initiatives are wide-ranging. We have implemented flexible working arrangements to support a better work-life balance. Recognising diverse personal needs and responsibilities, we offer options for remote work, part-time schedules, and adjustable working hours to suit various life circumstances. These measures reflect our commitment to the Good Business Charter's principle of fairer hours and contracts.; Mental health support is readily available to all employees through counselling services and resources. We are committed to fostering an open culture where discussing mental health is normalised, and seeking assistance is encouraged—key aspects of a supportive workplace.; Physical health is equally prioritised at CIVIC. We encourage active breaks and have introduced 'Walking Meetings' to promote a more active lifestyle among our staff.; We are dedicated to regularly evaluating and adapting our wellbeing initiatives, actively seeking employee feedback and staying abreast of the latest research in occupational health to ensure our programmes are practical and relevant.; Investing in the wellbeing of our employees not only enhances their quality of life, but also increases overall productivity and satisfaction within our workplace. By leading with these practices, CIVIC aims to set a positive example for the industry and foster a culture of health and wellness.

Pricing

• Price: £26.85 to £350 a user a month
• Discount for educational organisations: Yes
• 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 gcloud@civicuk.com. Tell them what format you need. It will help if you say what assistive technology you use.