Civica UK Limited

Civica Digital Mail Service

Civica’s Digital Mail Service processes physical inbound/outbound mail that comes in/out of your organisation, helping to increase efficiency/reduce costs. Our mailroom services save you money/reduce workload for your staff.

Using a digital mail service supports your digital transformation agenda and transition to paperless working;making your organisation greener/saving money/improving process efficiencies.

Features

• Receiving and processing your mail in various formats
• Importing emails, document-type recognition, secure tracking
• Scanning
• Indexing
• Delivery to the desktop
• Storing or destroying - all files can be stored/destroyed securely

Benefits

• Save up to 50% on outbound mail costs
• Focus on key business objectives as staff resource is freed-up
• Increase productivity with simple and easy to use software
• Custom develop the software using the latest technology
• Quarterly reviews deliver continuous improvement as well as ongoing transparency
• Be more environmentally friendly as 100% of documents recycled

£1.87 a transaction

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

854281396009462

Contact

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

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: But it can also be used as a standalone service
• Cloud deployment model: Hybrid cloud
• Service constraints: No constraints.
• System requirements: Scoped as part of the contract mobilisation.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Each call is allocated a priority as follows: ; ; 1. Business Critical impact ; 2. Major Operational impact ; 3. Minor Operational impact ; 4. Minor Operational inconvenience ; 5. System Operation not impeded
• User can manage status and priority of support tickets: No
• 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: Civica will allocate a dedicated Account Manager for each service user. The Account Manager is responsible for all user support including the provision of immediate assistance when required. The Account Manager will also have responsibility for on-boarding using our proven implementation plan and off-boarding assistance working with the service user as required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Key stages in the on-boarding process comprise the following, managed under Civica’s Project Management Methodology which is based on PRINCE2. ; • Customer completes scoping document detailing their requirements for the review ; • Customer provides details of their Revs & Bens software ; • Customer arranges access to their Revs & Bens system for the SPD Review Team ; • Customer provides data files for loading ; • Customer provided with signposting information for their staff regarding SPD Reviews; • Purchase Order raised based on estimated caseload and timescales finalised based on customer requirements ; • Specification for any dedicated communication links agreed and plan provided ; • Service commencement ; • Regular monthly updates ; ; Customers must provide 30 days’ written notice of termination, or otherwise in accordance with the Contract. ; ; All data is held on and dealt with on the client system. Some anonymized data may be held by Civica and will be deleted at the end of the contract period.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We will facilitate the off-boarding process at the end of the contract. Data resides on customer systems for this service
• End-of-contract process: At the end of the contract the client will either have the choice of extending the contract to the next G-Cloud framework version or converting to our standard rolling contract. Alternatively clients could do out to market and retender for the service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Windows
  • Windows Phone
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The service can be customised to meet individual client requirements .

Scaling

• Independence of resources: Underlying hardware is dynamically allocated and balanced using VMware Dynamic Resource Scheduler (DRS). DRS ensures virtual servers are allocated the appropriate physical hardware resources at all times. DRS also enables virtual servers to be migrated to different physical hardware so system availability is maintained during planned or unplanned maintenance.; ; Storage is allocated via a flash storage array capable of maintaining high IOPS throughput.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

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: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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: Civica access the service users systems and all work is completed directly on the Councils systems. As a result no data or information is held outside of the service user systems.
• Data export formats: Other
• Other data export formats: Not applicable, no data held outside of service user systems
• Data import formats: Other
• Other data import formats: Not applicable, no data held outside of service user systems

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: N/A
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The Civica solution is accessed 24/7 with 99% availability over the agreed service period.
• Approach to resilience: Available on request.
• Outage reporting: Telephone and Email notification

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
  • Public key authentication (including by TLS client certificate)
  • 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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 06/10/2022
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Viking Cloud
• PCI DSS accreditation date: 11/08/2023
• What the PCI DSS doesn’t cover: Scope limited to CivicaPay service
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO27701
  • ISO22301
  • PCI-DSS
  • Cyber Essentials

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: Cyber Essentials ; BS:10008 Evidential Weight and Legal Admissibility of Electronic Information; DSTP (NHS service provider); ISO27701 - Privacy Management; ISO22301 - Business Continuity; PCI-DSS
• 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 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 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:
  • Public Services Network (PSN)
  • NHS Network (N3)

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: £1.87 a transaction
• 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.