Civica Case Management (iCasework)
A highly configurable and scalable SaaS solution deployed securely upon Amazon Web Services (AWS) which allows the recording and management of data for multiple purposes, especially for regulated and appeals processes. The system supports complex workflows and the production of branded documentation from templates, in both electronic and printed form
Features
- Simplified, zero training interface for front-line staff and responsible officials
- Sophisticated, power interface for case workers
- Pre-configured support for NHS, LA and Government complaints management procedures
- Office integration, email integration, single sign-on, comprehensive integration API
- Available on the Amazon Web Services platform
- Can be run alongside other iCasework case types
- Sits on top of the iCasework case management platform
- Specifically designed to capture feedback across entire business network
- Configured to ensure adherence to statutory requirements
- Will improve service levels and enhance the customer experience
Benefits
- Proven system used across central and local government and NHS
- Easy to use interface and advanced customer portal
- Comprehensive out of the box functionality through pre-configured templates
- Configurable solution through inbuilt form, workflow and correspondence template designers
- Contact Management with CRM capabilities delivering a comprehensive customer record
- Many time saving features
- Sophisticated access control model with complete audit trail
- Sophisticated SLA monitoring tools
- Sophisticated reporting including dashboards, automated email delivery and report designer
- Extensive administration features allow for local management of system
Pricing
£660 to £1,100 a user a year
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
8 4 8 8 0 9 4 8 7 9 5 6 6 4 0
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
- Public cloud
- Service constraints
- The system is guaranteed to be available more than 99.5% of 24/7; any planned downtime will be scheduled to be out of hours when possible, and customers will be alerted in advance. There are no other constraints.
- System requirements
-
- Any device that supports modern browsers
- Access to the internet
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- We aim to resolve the problem within the timescales given below, depending on complexity of the issue and support volumes: 1) Critical issues - our aim is to address and whenever possible, resolve the problem within two business hours (24-hours a day, 7 days a week (24*7)). 2) Significant issues - our aim is to address and where possible resolve the problem within eight business hours (Mon to Fri 9am to 5pm GMT/BST). 3) Minimal issues - our aim is to address and where possible resolve the problem within 24 business hours (Mon to Fri 9am to 5pm GMT/BST).
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- 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
- None or don’t know
- How the web chat support is accessible
- Please contact Civica for details.
- Web chat accessibility testing
- Please contact Civica for details.
- Onsite support
- Yes, at extra cost
- Support levels
- We operate three priority levels (although this may change in some cases, depending on each client specific Service Level Agreement) as follows: 1) Critical issue - an issue which may result in the complete loss of the iCasework system (system down). 2) Significant issue - an issue that affects many users and disrupts the normal running of the system. 3) Minimal issue - an issue that has minimal impact and does not affect the normal running of the system or for which a workaround is available. The above support is provided as standard within the service fee. If customers require other arrangements these can be facilitated, but there may be extra costs involved.
- Support available to third parties
- No
Onboarding and offboarding
- Getting started
- We have an implementation service available on G Cloud and it provides a range of services that help customers to use the system. All implementations start with a project kick off event to formally start the implementation; the scope of the project will be reviewed and a project plan devised. If the customer requires it we can deliver onsite workshops to review customer requirements and explain how the requirements can be delivered. We offer support for testing, and we train customer staff. We have provision for service management discussions so that the solution moves from implementation project to "business as usual". After implementation we can assist in any project reviews if required.
- Service documentation
- Yes
- Documentation formats
- Other
- Other documentation formats
- An online wiki that holds the documentation
- End-of-contract data extraction
-
At all times the customer can export its data from the system using the in-built Report Writer. If required, the customer can have extracts scheduled to run on a regular basis. If required we can also provide the customer with a copy of the database.
If customers have adopted our replication to AWS Redshift feature, then the data will be available there for future use. - End-of-contract process
- We do provide for contract termination. Besides making available a copy of the database, we also provide the customer with facilities - using the Report Writer - to extract data from the system. The costs for that data extraction (DB and data) is subsumed within the service fees. We may agree to provide any further assistance reasonably requested by the Customer in connection with the hand-over to a third party of any services provided by us, and the Customer will pay the Provider in accordance with its then current standard rates for any such assistance. Such assistance will not be unreasonably withheld. Once the service is stopped we will delete all customer data.
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 service is fully responsive and adapts to the device used.
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- Yes
- What users can and can't do using the API
-
The iCasework product provides a range of powerful and extensible REST style web-services that allow both update and query operations such as case creation, case updates, adding case notes or retrieving case details to be invoked remotely. The APIs make integrating the iCasework solution with other business critical systems simple and straightforward.
The REST services are provided as HTTPS end-points that can be invoked with one or more parameters. Each service returns an XML or JSON document whose contents vary depending on the operation performed. - API documentation
- Yes
- API documentation formats
-
- HTML
- Other
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- The iCasework product is a highly configurable platform. Our powerful form and workflow design tools can be used to deliver sophisticated solutions in a matter of weeks. Solutions can be configured by Civica staff through our GCloud implementation service.
Scaling
- Independence of resources
- We have many years experience of managing thousands of users concurrently using our service. We use Amazon Web Services resizable elastic compute capacity in the cloud to ensure that any increase in demand for capacity is provided for automatically. We typically achieve more than 99.9% service availability 24/7.
Analytics
- Service usage metrics
- Yes
- Metrics types
- The iCasework product provides a range of inbuilt reports as well as a report designer that can detail a wide range of metrics in a variety of different outputs and chart formats. In addition we provide a replication to AWS Redshift feature which allows for further analytics.
- Reporting types
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
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
- Managed by a third party
- 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 CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Encryption of all physical media
- Data sanitisation process
- Yes
- Data sanitisation type
- Explicit overwriting of storage before reallocation
- 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
- Users with appropriate permissions can design extracts (using the Report Writer) and either run these in real time or according to a schedule. The user defines the fields to be extracted as well as the format of the extract. Formats include CSV, XML, Word, Text, HTML, JSON and PDF.
- Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
-
- MS EXcel
- MS Word
- HTML
- XML
- JSON
- Data import formats
-
- CSV
- Other
- Other data import formats
- XML
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- We guarantee annual uptime of at least 99.5% over 24/7. If the Annual Uptime Percentage for a customer drops below 99.5% for the Service Year, that customer is eligible to receive a Service Credit equal to 10% of their bill (excluding one-time payments made for consultancy or additional services) for the Service Year. Full details of how this is worked out is provided in the Service Definition.
- Approach to resilience
- We are offering Amazon Web Services (AWS) as the host for the database and application. Civica has used AWS for 7 years and our customers on that platform enjoy the benefits of the resilience of that hosting environment. AWS has designed its systems to tolerate system or hardware failures with minimal customer impact. AWS data centres are built in clusters in various global regions. In case of failure, automated processes move customer data traffic away from the affected area. AWS provides the flexibility to place instances and store data within multiple geographic regions as well as across multiple availability zones within each region. Each availability zone is designed as an independent failure zone. This means that availability zones are physically separated within a typical metropolitan region. In addition to discrete uninterruptible power supply and onsite backup generation facilities, they are each fed via different grids from independent utilities to further reduce single points of failure.
- Outage reporting
- In the unlikely event of an outage our Business Continuity Plan (BCP) will come into effect. It prioritises business services as follows: (1) company website, (2) web based services, (3) internal network, and (4) development centre. The priority order of contacting relevant stakeholders is (1) all company staff, (2) all clients, (3) AWS, (4) update website. The company website will be updated with appropriate messages that inform customers of the current position and likely resolution time. This can be supplemented by emails and telephone calls as appropriate.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Identity federation with existing provider (for example Google Apps)
- Username or password
- Access restrictions in management interfaces and support channels
- Only authorised support staff will have access to the database server and database. Civica support staff do not access customer data as a matter of course. Only in rare cases of support or maintenance, after explicit permission granted by the customer, will support staff log in to customers iCasework applications or look at customer data. All case access (even when read only) through the application is audited. All direct database access by support staff must be authorised by a support manager. Access privileges are revoked when such access is no longer relevant.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- Identity federation with existing provider (for example Google Apps)
- 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
- 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
-
- ISO 23001
- Cyber Essentials
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 fully audited and tested Information Security Management System which underpins our ISO27001:2013 certificate. The policies and procedures have been independently audited and practices are audited by external auditors. New staff are inducted into the ISMS when they start; other staff are regularly reminded about their responsibilities and managers are required to ensure that their staff adhere to the policies. Staff are advised when policies are updated. The senior management of the company owns the ISMS and the Information Security Management Representative delivers day-to-day management of the system. All staff are reminded that they are individually responsible for security. The data security theme is delivered through staff / team meetings, training sessions, shared documents and via email. Continuous improvement in the delivery of security is encouraged. Risk assessments are regularly carried out and the competency of the delivery of the ISMS is measured though internal auditing and management review.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All significant, non-routine changes to Organisational information processing facilities (hardware and software) are subject to change control. A procedure (from our ISMS) ensures that segregation of duties in in place for the requesting, authorizing and implementation of a change. All changes should be applied first to a test platform, and a "recover position" is defined for each change. Changes are tracked and documented within the company. At all times the security of our infrastructure and customer data are at the forefront of any consideration of a change request and our Compliance Manager manages this process.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- We have a qualitative approach to risk management. This covers (a) the categorisation of assets across six major headings including information assets (and these include client data), software assets (these include application software) and physical assets (these include networks); (b) the identification of assets within each category at a level appropriate to risk assessment; and (c) the assessment of possible threats to and vulnerabilities of each asset and its likelihood and impact on the business either directly or indirectly. The risk assessment is carried out at least annually and is reviewed when changes are processed through the Change Control process.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
Daily checklists are in place to monitor malicious activities like failed login attempts, attempts to access the system from an unknown IP etc. We also have automatic monitoring tools in place to warn of issues.
The Infrastructure Team analyses and understands any incidents and to identify appropriate actions to contain it and to implement contingency plans. A request will then be made to take appropriate actions to recover from the incident, and to implement contingency plans. - Incident management type
- Supplier-defined controls
- Incident management approach
- There is a specific procedure for responding to security event in our ISMS. We are committed to sharing information about any such breaches; most of our customers specify their requirements for notification times to be detailed in contractual arrangements. Our starting point is to alert the customer as soon as is possible after such a breach has been confirmed.
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
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
As a company, we’ve made an ambitious commitment to achieve Net Zero Carbon emissions by 2040 (or sooner) by supporting our customers net zero ambitions, creating software with inbuilt sustainability and reducing our own impact.
Our Carbon Reduction Plan demonstrates our ambition to become industry leaders in reducing our environmental impact in support of the UK’s Net Zero Target. Underlining this ambition, we are focusing not only on our direct emissions sources but 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