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Civica UK Limited

Civica Spydus Library Management Solution

Spydus Library Management Solution integrates library resources, digital assets, archives, events and cultural collections in one powerful, easy-to-use system and discovery platform. Spydus is scalable, easily configured and customisable for single libraries and consortia. Streamlines operations, provides workflow automation for staff and a mobile first interface for library users.

Features

  • 100% web based and mobile ready, fully integrated LMS
  • Responsive clients, full access to functionality from any device
  • SIP2/NCIP/RFID/LCF compliant
  • Mobile first; standards compliant customer centric discovery portal
  • API Suite for real-time integration
  • A single repository for digital assets including multimedia
  • Complete archive and heritage management integrated- ISAD (G)2
  • Real-time reporting and Business Intelligence Management Solution
  • Cataloguing module is MARC21, RDA, AACR2, FRBR and Unicode compliant
  • Customer and staff APP for IOS and Android

Benefits

  • Reduce risk and overheads with cloud deployment
  • Reduced systems costs, savings up to 50%
  • Self-service …. Channel shift ..... Events
  • Staff web application streamlines administration making tasks simpler to complete
  • Customer-centric features enabling delivery of better customer service _Choice
  • Make diverse collections accessible and searchable
  • Easy to use, consistent look and feel throughout all modules
  • Efficient consortium solution for up to 50% transportation cost reduction
  • Save up to 80% on inter-library loans with Consortium lending
  • UK Wide Support and Account Management Expertise

Pricing

£6,120.00 a unit

  • Education pricing available

Service documents

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 13

Service ID

8 6 4 3 1 8 6 6 0 6 9 4 1 4 6

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
The Spydus system will be available 24x365 to all users with a minimum 95% availability. The solution will be 99% available between 6am to 12am daily excluding pre-agreed maintenance windows
System requirements
  • Display-1024 X 768 or higher resolution
  • Windows 7, Windows 8, and Windows 10
  • MS Internet Explorer 11 (recommended), Edge ,Chrome and Firefox
  • Offline Circulation requires Processor Pentium IV PC 800 MHz+ Equivalents
  • Offline Circulation requires RAM Minimum 1GB of RAM
  • Offline Circulation requires Hard disk Minimum 1GB free space
  • Internet connection 10/100 Mb Ethernet card and TCP/IP network connection
  • Offline Circulation requires .NET runtime 4.5.2 or above

User support

Email or online ticketing support
Email or online ticketing
Support response times
All questions raised between 9 to 5 (UK time), Monday to Friday are responded to on the day the question was raised. All questions raised at the weekend are responded too on the following working day.
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
"Standard support
Civica provides a Central Service Desk which provides both telephone and portal support. The Service Desk is staffed 24/7 and are able to provide general support between the hours on 09:00-17:00 Monday to Friday. The Service Desk manages both incidents and requests.

Spydus standarad support includes the following:
• Software bug fixes, patches, service packs and associated services
• Management of all scheduled tasks
• Management and maintenance of the database

Critical support
24/7/365 critical cover is provided for all customers

An account manager would be allocated, they will meet with you on a regular basis (usually quarterly) to discuss with you any problems, plans or changes that you may wish to make. The support of our Help Desk is provided remotely."
Support available to third parties
Yes

Onboarding and offboarding

Getting started
"Civica has a proven track record delivering successful LMS projects on time and budget. Our UK project team work collaboratively through every phase of the project. Full implementation services based Prince methodology and include the following:
• Project management
• Software installation and setup
• Data conversion consultancy and services
• Training services (on-site and online)
• User Documentation"
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Onboarding documentation is supplied via an online portal that enables the customer to access and update their project documentation plus issue and data logs. Offboarding documentation is supplied via a helpdesk call.

As a SQL data base a number of tools can be applied to make the copying process uncomplicated – including direct access by excel and the database would be destroyed after all data has been removed / copied as necessary.
End-of-contract process
Data is provided in a comma delimited file at the end of the contract at no additional cost. Should different formats or requirements exist then meeting this requirements will require additional charges based on the SFIA rate card.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We currently support the use of the Spydus Web Apps (WBA) in landscape orientation for tablets. Printing is not supported on either Android, iOS or Windows RT.
Service interface
Yes
User support accessibility
WCAG 2.1 AAA
Description of service interface
Spydus OPAC is a flexible, easy to use, attractive resource discovery tool for library customers with a responsive, mobile-first design. Full searching options are provided, and resources can be retrieved and browsed with ease. Where appropriate, other titles by the same author; the same series; similar titles; and other titles borrowed by people who borrowed the title being viewed. Galleries of resources can be displayed based on elements in the records and such as new titles in a specific genre as well as fixed lists defined by staff users. Customisation of the interfaces is completed through the staff web app.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Spydus supports standard Assistive Technology available in Microsoft Windows systems. Spydus has been successfully tested with the JAWS screen reading software, with the Microsoft Windows Magnifier and with ZoomText.
API
Yes
What users can and can't do using the API
The Spydus solution includes the Library Communication Framework (LCF) API which is a UK Library Industry set of well-formed RESTful XML web services that allows for seamless integration with other systems. These web services allow for any data to be created/updated/deleted in the LMS solution. The customer is able to add authentication details for their 3rd party providers directly through Spydus Maintenance module without any need to involve Civica.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
"The following areas of the system can be customised by users via the maintenance menu in the staff web app, following training:
• Library system policies and parameters
• Messages including system messages, Notices and Email text
• Levels of access for groups of staff and individual staff
• Home screen for Staff can be customised based on user group. Out of the box, Spydus has 20 system widgets that bring daily tasks directly to the home screen. System managers can push announcements to all users, or to a subset based on location or user group.
• Public Catalogue including colour schemes, brandings, text, searches, display of resources

In addition reports can be customised via the reports module"

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
Yes
Metrics types
Spydus includes an Enquiry interface which can report on system metrics. Every field is indexed and the system will report on each record type added to the system, by user and date. Every Enquiry search will provide a count. Statistics can be provided for across the service on via user actioned reports or via the system dashboard.
Google analytics is integrated with the Public catalogue to provide usage metrics.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
Managed by a third party
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 CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Spydus supports the export of bibliographic, authority and holdings data in MARC and non-MARC formats, including, Dublin Core, CSV and XML via the Cataloguing module. Spydus Enquiry allows data to be exported CSV (for use in MS applications, XML and formatted data such MARC text or a file. Standard reports can be exported to PDF, HTML, CSV, TXT.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • MARC
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
https over TLS1.2 and we use IPSEC VPNs to secure insecure SIP2 traffic between our network and the buyers
Data protection within supplier network
Other
Other protection within supplier network
Backup is via site to site replication across an encrypted Civica dedicated MPLS link. Hosted data application services are provided over secure channels e.g. HTTPS, dedicated communication lines or VPN

Availability and resilience

Guaranteed availability
Civica’s standard core hours are 8am-8pm, 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 99.99%
Approach to resilience
Available on request.
Outage reporting
Infrastructure related scheduled maintenance will not occur between 8:00 and 20:00 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
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication
Restricted by pre-approved IP address
Access restrictions in management interfaces and support channels
Access is only available to authorised staff and via the internal network, 2 factor authentication and Username and password.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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
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
06/12/2017
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
Trustwave
PCI DSS accreditation date
23/07/2018
What the PCI DSS doesn’t cover
N/A
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 22301

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 Plus
ISO22301
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 Plus 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.
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
Joint Academic Network (JANET)

Social Value

Fighting climate change

Fighting climate change

Civica’s Environment and Social Governance (ESG) committee provides focus for ongoing development and implementation of our environmental policy, supported by our ISO 14001 standard. We commit to working with staff, customers, suppliers, contractors and partners to recognise and reduce our environmental impact. Simultaneously we’re optimising our services to support environmental and community initiatives.

We support fighting climate change by:
- Helping employees reduce their environmental footprint at work. Initiatives include: recycling facilities across our offices, single use plastic reduction, timer switches for office devices, cistern water saving devices, installing LED lighting when refreshing offices, WEEE recycling all hardware, print reduction, phone and printer cartridge recycling, FSC certified paper; weekly employee communications encouraging and advising employees on positive approaches to reduce carbon. Employees have carbon saving benefits such as cycle to work scheme.
- Socially responsible purchasing, sustainable procurement, reduced consumption.
- Selecting suppliers, goods and services that demonstrate sustainable, socially responsible, ethically sound standards.
- Leading by example via activities such as: reducing single use plastic consumption by 70% within the next 5 years; prioritising use of green energy; promoting recycling through ‘Zero to Landfill’ and ‘Zero Print’ schemes; working towards carbon neutrality with workforces and facilities over the next 10-years.
- Creating software with sustainability in built in; net-zero is a key theme in our product roadmaps.
- Partnering customers to co-create public services fit for the future. Civica's NorthStar innovation lab creates physical and virtual opportunities to jointly explore trends and technologies supporting customers Net Zero ambitions.
- Meeting/exceeding environmental legislation through ISO audits.

We have a Carbon Reduction Plan and commitment to achieve Net Zero by 2040 (latest). We are reviewing our energy mix, materials we use and working with partners to begin to plant a ‘Civica Forest’ whilst maintaining awareness of the Greenwashing issue.
Covid-19 recovery

Covid-19 recovery

In the spring of 2020, Civica were an early signatory to the C-19 Business Pledge. We focused on safeguarding our people and communities and ensuring the successful ongoing provision of our business-critical software and services.

Supporting customers: Alongside business as usual for our customers, we have worked hard to support the national and local level response through practical, innovative and updated software capability. We have delivered a range of new capabilities quickly, such as those listed below, and continue to provide system advice, configuration and data insights to ensure effective action.
- COVID-19 App (the first of its kind in the UK and Ireland) was developed and launched with the Northern Ireland Department of Health, and helped reduce the pressure on the 111 helpline.
- Developed local track and trace solution for London Borough of Redbridge, enabling it to support localised contact tracing/escalations.
- Community Helper software - built on the iCasework platform to help local authorities co-ordinate rapid support for vulnerable people while minimising safeguarding risks.
- Our Trac e-recruitment software was used to help NHS recruiters get the right candidates into posts quickly and fast-track DBS checks.
- Supporting social housing tenants - assisted teams to re-focus resources and provide vital support to tenants.
- Supporting Revenues and Benefits teams - software solutions for the two largest UK government measures, Business Rates Grant fund and the Council Tax Hardship fund.

Supporting employees: We proactively provide guidance and support for our people, from keeping remote workers engaged, to our mental health champions and free-to-access Employee Assistance programme. We have adopted a blended working model enabling colleagues to work safely and flexibly at various locations and hub offices, enhanced how we communicate, and continue to look for new ways to share ideas and inspiration.
Tackling economic inequality

Tackling economic inequality

Create opportunities for entrepreneurship and help organisations to grow. Civica is committed to working with its customers to deliver value into the community by supporting young people, developing skills and mentoring businesses to attract inward investment and growth that brings with it employment and skills.

We support innovation through our NorthStar innovation lab, a company-wide initiative focused on enhanced client outcomes by applying fresh ideas on data, automation and new technologies. We work with our customers to co-create public services that are fit for today and for the future. Our Civica NorthStar innovation lab creates physical and virtual opportunities for us to jointly explore trends and technologies.

Create employment and training opportunities
Civica is a member of the 5% Club, and aims to have 5% of its UK work force as either apprentices, graduates or work experience students by the end of 2025. We employ apprentices and graduates into a number of different disciplines and locations, with a focus on ensuring they are long term employees of Civica.

Support educational attainment
Learning and development is at the core of the Civica Quality Management Framework. We believe in investing in our people and are proud of our Investors in People Gold accreditation and in being a top rated Glassdoor Employer.

We run our own Civica Academy for employee development and skills enhancement, which delivered over 220,000 hours of training during 2021. We provide our own apprenticeship programme (team leader level 3) for our aspiring and current managers that are considered stars of the future.

We are working on building some new apprenticeship standards such as the UX degree apprenticeship. This will benefit not only Civica’s Digital Team but all companies and customers that need UX talent.
Equal opportunity

Equal opportunity

Civica is a 2022 Financial Times Diversity Leader and is ‘Gold’ Investors in People accredited, demonstrating our commitment to promoting equal opportunity by tackling inequality in employment, skills and pay in our workforce. We proactively implement equal opportunities for employment and personal development among diverse groups and local areas, and ensure rights for all staff are always protected. This is led by our Group Diversity and Inclusion (D&I) team, championed by our CEO who is also our Chief Diversity Sponsor. The strategy and policy manages:
- Interview training, focusing on unconscious bias/equal opportunity.
- Anonymising CVs and ensuring interview panels represent minority groups.
- Using a decoder to ensure job advertisements use gender and culturally neutral language.
- Attracting/recruiting from minority backgrounds/disadvantaged groups across the organisation, especially into under-represented areas.
- Advertising vacancies in a wide variety of places and diversity/disability portals (including; BME jobs, Disability jobs and LGBT job sites), to increase gender diversity and ethnicity.
- Company-wide Diversity & Inclusion network, including affinity groups relating to under-represented groups.
- Mandatory Diversity & Inclusion training for all staff.
- Pay equity reviews addressing inequality and UK gender pay gap.
- Flexible Working to encourage higher uptake for women, working parents and disabled groups.
- Partner with a social innovator company to help recruit and support employees with Autism Spectrum Disorder.

We gather and analyse data on our performance from regular surveys such as ENPS, IIP, Pulse survey, employee engagement surveys.

Our D&I team monitor the take-up, use and effectiveness of our measures, such as the number of new recruits from minority backgrounds, women, parents and diverse groups, and provide statistics for our Annual Review on performance against targets. For example, we report on the number of people attending training sessions and the split of male to female attendees.
Wellbeing

Wellbeing

Civica actively promote a mentally healthy workplace and workforce through our 40+ Mental Health Champions (MHC) and our ‘Health and Wellbeing’ policy, encouraging a flexible and realistic work/life balance. We integrate mental health and general wellbeing in all that we do from recruitment and ‘First Impressions’ to appraisals and strategic management.

Our ‘Health and Wellbeing’ policy and programme for all employees provide a foundation to support both the mental and physical health of our staff. Examples include:
- 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’ physical and mental wellbeing through: Employee ‘Donate-a-Day’ to local charities; Local events organised through “Charity Champions”; Directors providing guidance to local community health and wellbeing projects; Supporting social housing tenants to re-focus resources and provide vital support to tenants.

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 and their promotion.

Pricing

Price
£6,120.00 a unit
Discount for educational organisations
Yes
Free trial available
No

Service documents

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.