Civica UK Limited

Civica Lynx CSG

The Lynx CSG product set is Civica's accredited next generation of PNC gateway which builds on the functionality of earlier generations providing access to multiple services offered by PNC, deployable on desktops, laptops and in-vehicle solutions.

Quick set up and easy to use; saving installation costs and reducing training.

Features

• Emulation of main PNC screen in a browser
• Access to PNC XML services (add-on/extension)
• Access to Phoenix Force Interface (PFI) (add-on/extension)
• Access to CHS XML services (add-on/extension)
• Support multiple server load sharing (add-on/extension)
• Support multiple organisation hosting (add-on/extension)
• Management Console Features (add-on/extension)
• Lynx Transaction Interface (HTTP) (#transactions) (add-on/extension)
• Lynx Pass-through (@services) (add-on/extension)

Benefits

• Quick and easy access to the PNC using connected devices
• Instant access to data supports data operational responses
• Improve data accuracy and reduce delays
• Quick to set up and easy to use
• Saves costs on installation and training

£6,700 a licence a year

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

905827680789904

Contact

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

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: There are no specific constraints, however there will always be a requirement for maintenance windows to allow upgrades and security patches to be applied, to either the product or the underlying platform. In certain circumstances this can be circumvented.; ; Hardware constraints will be discussed at the time of purchase if hardware is asked for by the customer.
• System requirements:
  • The solution requires an Oracle database
  • Solution requires secure network access to PNC

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Provides 24x7 monitoring/alerting of infrastructure and resources for cloud-based solutions. ; P1: 8 working hours ; P2: High - 5 working days ; P3: Normal - 20 working days ; P4: Low - No commitment but may be considered for a future release
• 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: Level 1 Support - Call Centre and Help Desk Support; Level 2 Support - Technical Help and Support; Level 3 Support - Bug fixing and software development
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Civica operates a highly developed Project Management and Implementation methodology for every Civica Lynx CSG implementation. This methodology is based on industry standard methodologies, and is specifically tailored for implementing package based solutions into organisations to tight timescales. The Civica Project Manager will draw on their experience to establish the most effective management and delivery methods for the project.; ; A variety of training courses are available to help project team members, managers, business users and system administrators become familiar with the solution.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: There is no specific data extraction process at the end of contract. However, Civica would look to provide the data within a format that can be accessible to the data owner. If any further services are required e.g., data cleansing or data manipulation, these would be chargeable at the day rate of the sold contract.
• End-of-contract process: Three months from the end date of the contract, Civica will enter into discussions with the customer to determine whether the contract will be extended. If the customer decides to enter into a further contract term then a new contract will be issued.; ; If the customer decides not to extend beyond the contract end date, then within seven days following the contract end date the Licencee shall (at the option of the Licensor) return or destroy all copies, forms and parts of the program and documentation which are covered by this License, and shall certify to the Licensor in writing that this has been done.; ; Once notice has been received that the customer will not extend beyond the contract end date, then Civica will email the customer confirming the notice has been received and a member of our technical department will contact you to arrange removal of the system from your servers.; ; Any assistance the customer may require to migrate existing data off the system on termination of this contract will be chargeable.

Using the service

• Web browser interface: Yes
• Supported browsers: Internet Explorer 11
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Civica's solutions can be customised in a variety of ways (e.g. editing of the user interface) and the method of customisation will be discussed with the customer at the time of purchase upon request. Customisation can ether be achieved by Civica and/or by a super user. All services associated with customisation are chargeable.

Scaling

• Independence of resources: Resources are managed by the customer in their cloud environment. Lynx has been designed to work with load balancers to enable it to work with a single or multiple instances.

Analytics

• Service usage metrics: No

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: Adequate protection of data at rest should be applied by the customers cloud infrastructure.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: No explicit exporting currently supported
• Data export formats: Other
• Other data export formats: None
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: The connection between the Lynx software is protected by the underlying network infrastructure that is setup within the customer's cloud environment.; ; Data between the Lynx software and PNC is protected by TLS 1.2 and Client certificates to identify Lynx.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: SLA of availability should be managed by the customer's cloud provider.
• Approach to resilience: Available on request.
• Outage reporting: Outages are reported by the software but not to a Civica supplied helpdesk. It would be reported to the customers own helpdesk, and any maintenance is at their own discretion.

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: Not applicable
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: 06/10/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: Our certification covers Civica Payments software only (CivicaPay)
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • PCI-DSS
  • ISO22301
  • Cyber Essentials
  • DSTP (NHS Service Provider)
  • ISO27701

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: ISO27701 - Privacy Management; ISO22301 - Business Continuity; PCI-DSS; Cyber Essentials
• 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 Database. This database is access controlled to authorised staff only. The CMDB provides information essential to the secure hosting of client critical services.; Civica's Change Management process ensures that all changes are considered and planned, and appropriate, and that there is a clear audit trail of all changes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Civica has vulnerability management processes in place for ISO27001 and PCI-DSS. These processes are externally audited on an annual basis to ensure continued compliance.; ; For external vulnerability scanning, Civica employs the services of an external 'CHECK' approved provider to perform an annual penetration test against the external management IP interface. Supporting this, Civica is also certified to the CESG approved Cyber Essentials scheme. For high value financial hosted systems, Civica also maintains a PCI-DSS v3.2 certification. In scope systems are subject to monthly 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 anti-virus and anti-malware solution. These technologies check the hosted services for errors, infections and unexpected network traffic, and are supported 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: Other
• Other public sector networks:
  • LECN
  • PSNfP

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: £6,700 a licence a year
• 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.