CIVICA UK LIMITED

Civica Managed Service for Amazon Web Services (AWS)

Unlock full potential of AWS cloud platform with our comprehensive professional and managed services. Let us handle the complexities of AWS infrastructure, platform, software-as-a-service offerings so you can concentrate on services and users. Our customisable solutions cover AWS infrastructure-as-a-service, platform-as-a-service, and software-as-a-service, including microservices, databases, serverless computing, application transformation.

Features

Managed service underpinned by a Service Level Agreement (SLA)
Security cleared staff with SC, BPSS and NPPV3 Clearance
Monthly/quarterly reporting, service reviews, service adoption, transition, migration projects
Cloud service monitoring, patching, configuration, and FinOps
DevOps and service configuration using CloudFormation, Terraform, Ansible and Chef
Up to 24/7 service desk, on-call, and support engineering
Elastic Cloud Compute, Lambda (Serverless), VPC, CloudFront, Glacier, RDS, VMWare
EC2 Auto-Scaling, AWS Migration including SnowBall, PrivateLink and DirectAccess
Elastic Load Balancing (ELB), S3 Storage Service, Container Services, IAM
Redshift, RDS, AI, Machine Learning, Beanstalk, DBaaS

Benefits

Certified partner status: expert certified Cloud architects and engineers
15+ years of public sector experience
Flexibility, the service adapts as your organisation grows and matures
Expert advice on AWS, including design, migration, configuration
Security cleared staff maintain Information Security
AWS experts with Agile and ITIL experience
Cost benefits through flexible resourcing model
Delivers efficiencies by using tried and tested tools
ISO 27001, 27018, 20000, 9001, PASF, 14001 certified, Cyber Essentials+
Supports portals, web applications, legacy integration/modernisation, enterprise content management

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

Framework

G-Cloud 15

Service ID

Contact

CIVICA UK LIMITED Civica UK Limited
Telephone: +44 (0) 3333 214 914
Email: BidSupport@civica.com

About your service

Service categories

PaaS

Application Development

Development languages, environments, and tools

Service scope

Service constraints: None
System requirements: None
Cloud deployment model: Public cloud

User support

Email or online ticketing support: Yes
Support response times: A) Core: resolution times are P1: 1 day, P2: 2 days, P3: 8 days and P4: 20 days.
b) Enhanced: resolution times are P1: 4 hours, P2: 8 hours, P3: 4 days and P4: 10 days.
c) Bespoke: a customised set of response and resolution times that meets your unique business requirements.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: No
Support levels: Support levels: a) Core: 09:00 to 17:00 Mon-Fri excluding English Public holidays; suitable for most business-critical applications.
b) Extended: 08:00 to 18:00 Mon-Fri excluding English Public holidays. c) 24x7: full 24x7x365 support. d) Bespoke: customised set of service hours that meets unique business requirements.

Response Times: a) Core: resolution times are P1: 1 day, P2: 2 days, P3: 8 days and P4: 20 days. b) Enhanced: resolution times are P1: 4 hours, P2: 8 hours, P3: 4 days and P4: 10 days. c) Bespoke: a customised set of response and resolution times that meets your unique business requirements.

The above services are delivered by a Cloud Support Engineer.
Support available to third parties: No

Onboarding and offboarding

Getting started: During initiation the Civica Delivery Manager (DM) assesses what help, support and training users require to start using the service. The DM works closely with the customer to agree an on-boarding plan that ensures users are ready to start using the service, typically priced from the SFIA rate card. The on-boarding plan may incorporate the following: Support Documentation – availability and access to online user support documentation and resources. Cloud Induction Training for system administrators and online product help. Provides the skills to run cloud services. Cloud Standard Training in the core system for system champions and end users. Covers system administration, security and cloud service monitoring/managing. Cloud Specialist Training – advanced training for system champions. This may involve Accredited Courses from Amazon Web Services. Cloud Training Packages, tailored package of training for specific business requirements for system administrators, business managers, and end users. The Delivery Manager also facilitates skills transfer throughout the project and provides access to Civica Knowledge Sharing activities including supplier briefings, Webinars.
Service documentation: Yes
Documentation formats: HTML

Other
Other documentation formats: Videos & online training
End-of-contract data extraction: Termination period depends on the payment model. When paying per user per month, customers may terminate their G-Cloud service with 30 days’ notice. When buying an enterprise licence, the minimum term is a year. Customers can terminate their service by contacting Civica in writing. Customers may request all associated data is extracted and provided securely to a destination of their choice (see pricing for charges associated with data extraction). If no data extraction is requested, then the associated data will be deleted within 5 working days of service termination. The three step off-boarding process is: 1. Termination Notification – one month termination notice sent; 2. Data Extraction – Optimal Data Extraction for Test Migration; 3. Service Termination – All Data Wiped.
End-of-contract process: For monthly contracts, Civica require 30 days’ notice to terminate a G-Cloud service. When buying an enterprise annual licence, the minimum term is a year and 3 months’ written notice must be provided. At the end of the contract, the service will be turned off unless the customer decides to extract their data as per the extraction process detailed above. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated subject to minimum terms.
Documentation accessibility standard: WCAG 2.2 AA

Using the service

Web browser interface: Yes
Using the web interface: Users are able to commission and use the full spectrum of AWS services through the web interface. Full details of the services available can be found here: https://aws.amazon.com/
Web interface accessibility standard: WCAG 2.2 AA
Web interface accessibility testing: TBC
API: Yes
What users can and can't do using the API: The majority of operations which can be performed using the web interface can also be performed using the API.
API automation tools: Ansible

Chef

OpenStack

SaltStack

Terraform

Puppet
API documentation: Yes
API documentation formats: HTML

ODF

PDF

Other
Command line interface: Yes
Command line interface compatibility: Linux or Unix

Windows

MacOS

Other
Using the command line interface: The AWS Command Line Interface allows customers to control multiple services from a command line and enable simple scripting.

Scaling

Independence of resources: AWS is a hyper-scale public cloud with multiple worldwide data centres providing suitable scale and independence of resources to ensure there is no contention between customers.
Usage notifications: Yes
Usage reporting: Email
Optimising consumption: Yes
Automatic scaling: Yes

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Disk

HTTP request and response status

Memory

Network

Number of active instances
Reporting types: API access
Resource tagging: Yes
FOCUS resource tagging: Yes

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: AWS

Staff security

Staff security clearance: Other security clearance
Government security clearance: Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
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 SSAE-18 / ISAE 3402
Data sanitisation process: Yes
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Explicit overwriting of storage before reallocation / Secure Erase

Backup and recovery

What’s backed up: Most AWS services can be backed up
Backup controls: Backups are configured by the customer so full control can be retained over the type, schedule, location and retention of backups
Datacentre setup: Multiple datacentres with disaster recovery
Scheduling backups: Users schedule backups through a web interface
Backup recovery: Users can recover backups themselves, for example through a web interface
Backup and recovery: Yes
RPO/RTO: Yes

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: AWS has a contractually guaranteed availability of 99.9% based on 24 x 7 availability (higher availability is available depending on configuration). Civica’s service desk is available 09:00am – 5:30pm UK Working Days. If you would like service levels to apply outside of normal service hours, then please contact us with your requirements. Civica will act as the customer’s agent to liaise with AWS to resolve issues. AWS pay service credits directly if the platform does not meet pre-defined service levels. Civica will pass onto the customer any service credits received from AWS.
Approach to resilience: AWS has been designed to maximise reliability and minimise negative impact on their customers. The have built significant redundancy into their services, which allows them to deliver high availability to their customers. AWS have worked to ensure customer data is intact and unaffected by any form of resilience failure. AWS have engineered resilience from the infrastructure upwards, for example, they make use of peer replication between data centres to ensure that there are always multiple copies of all data.
Outage reporting: A public interface is available to see if there are any service outages. The AWS portal also provides more specific details of any outages which might impact the customer's services.

Identity and authentication

User authentication needed: Yes
User authentication: Multi-Factor Authentication (MFA)

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: AWS allows a number of different was of performing authentication and authorisation. Specific configuration is up to the customer.
Access restriction testing frequency: At least once a year
Management access authentication: Username or password
Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

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: Between 6 months and 12 months
Access to supplier activity audit information: Users receive audit information on a regular basis
How long supplier audit data is stored for: Between 6 months and 12 months
How long system logs are stored for: Between 6 months and 12 months

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: Civica is ISO27001 accredited. It has 15 years of experience in delivering highly-secure, business critical services for public sector clients, including the development and management of several national critical systems. All of Civica’s activities are carried out under its ISO27001-compliant Information Security Management System (ISMS) which defines the secure operating procedures for every single aspect of Civica’s operational processes, including its engagement with partners such as Microsoft. Microsoft are themselves ISO27001 accredited and Civica has worked to ensure this service offers seamless operational security coverage. Ultimate responsibility for Civica’s security policies rests at board level; day-to-day operational responsibility is held by Civica’s Head of Security who manages a team of Security Administrators involved in supporting operations and technical owners. Operational security for this service is assured by the internal service owner, with the support of the security team.

Operational security

Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
Configuration and change management approach: AWS performs configuration and change management according to recognised international standards. Further details can be found on the AWS website here: https://aws.amazon.com
Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
Vulnerability management approach: AWS performs detailed vulnerability management, more details of which can be found here: https://aws.amazon.com
Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
Protective monitoring approach: Details of the protective monitoring processes in place at AWS can be found here: https://aws.amazon.com
Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
Incident management approach: Details of the information management processes in place at AWS can be found here: https://aws.amazon.com
Post-quantum cryptography secure: No

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 v4.0)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
Who implements virtualisation: Supplier
Virtualisation technologies used: Other
Other virtualisation technology used: AWS specific
How shared infrastructure is kept separate: Users are separated using virtualisation technologies to ensure there are logical boundaries between each consumer.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Please contact Civica for details.

Pricing

Discount for educational organisations: No
Free trial available: No

Discount

Provide your minimum discount applicable to your baseline prices: 0%

Formula for calculating price of your services

Which of the core deployment models you intend to offer

Public Cloud
Private Cloud

Public Cloud - Formula for calculating price of your services

Total Cost: The Total Cost for a buyer's call off requirement in a Public Cloud Deployment
=
Baseline Pricing: The Azure baseline pricing can be found on the Microsoft website.
Baseline Pricing - Web link: https://azure.microsoft.com/en-us/pricing/calculator/?msockid=285ab4d63d326e231790a2a73c7d6fce
-
Minimum Discounting: 0%
+
Onboarding Activity: Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process
+
Additional sources of cost: This may include other third party license costs (that are publicly available) that the Buyer may require in order to build the overall solution.
-
Additional sources of cost reduction: NA

Private Cloud - Formula for calculating price of your services

Total Cost: The Total Cost for a buyer's call off requirement in a Private Cloud Deployment
=
Baseline Pricing: https://www.ans.co.uk/cloud-services/
-
Minimum Discounting: 0%
+
Onboarding Activity: Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process
+
Additional sources of cost: This may include other third party license costs (that are publicly available) that the Buyer may require in order to build the overall solution.
-
Additional sources of cost reduction: NA

Mandatory certifications

Are you are bidding to offer IaaS and/or PaaS as a reseller or are you in sole control of the infrastructure

Reseller

Cloud service suppliers you intend to resell with evidence

Organisation 1

Organisation name

Microsoft

Website address/upload for organisation

Website address

https://marketplace.microsoft.com/en-us/marketplace/partner-dir/477b21a6-727e-413f-b5b8-cd0f27c02b6b/overview

Organisation 2

Organisation name

Amazon Web Services

Website address/upload for organisation

Upload

Provided

Organisation 3

Organisation name

ANS Group Ltd

Website address/upload for organisation

Upload

Provided

ISO 9001 certification

Provided

ISO 27001 certification

Provided

ISO 20000-1 certification

Provided

Are you reliant on the Cloud Service Provider for some accreditations

Yes

Cyber Essentials

Do you have a Cyber Essentials Plus certificate?: Yes
Cyber Essentials Plus certificate Number: 5d77c361-dc5c-4307-b0e9-1528170a7ad5

Non-mandatory Standards and certifications

ISO 28000:2022 certification: No
Quality management systems (QMS): Yes
CSA STAR certification: No
PCI certification: No
Other security certifications: Yes
Any other security certifications: ISO27001

ISO14001

Section B - Commitment for Future: Delivery: Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d

Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified

Plans to engage the contract workforce in deciding the most important workplace issues to address

Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce

Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours

Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing

Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment

Activities to cascade good practice on fair working conditions throughout the supply chain

Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce

Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible

Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors

Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract

Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas

Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Volunteering opportunities for staff

Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals

Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain

Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

Policy Outcome 6: Employment and training: For those who face barriers to employment

Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract

Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)

Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors

Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants

Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition

Introducing transparency to pay and reward processes

Working conditions which promote an inclusive working environment and promote retention and progression

Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

Understanding of the issues affecting the development of new skills by target cohort

Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce

Understanding of issues relating to entering the contract workforce

Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

Request an accessible format

Cookies on Digital Marketplace

Civica Managed Service for Amazon Web Services (AWS)

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

About your service

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Discount

Formula for calculating price of your services

Mandatory certifications

Cyber Essentials

Non-mandatory Standards and certifications

Social value

Service documents