Civica UK Limited

Civica Document Management

An electronic document management suite, enabling organisations to capture, store, retrieve and share electronic documentation held in different formats (scanned paper, emails, images, electronic documents etc.) with a high level of security and access control, restricted by user, role profile or by document content or category.

Features

• Configurable widgets
• Attachment preview reel
• Device and browser agnostic
• Indexation and Content Search
• Bespoke Workflow and E-Forms
• System Administration
• Clinicically developed Interfaces
• Flexible HL7/FHIR Integration

Benefits

• Improved governance consistency and speed of access to information
• Productivity and efficiency improvements through automated streamlined patient care pathways
• Complements and underpins the implementation of the electronic patient record
• Reduces the cost of capturing storing and sharing patient information
• Reduces turnaround time from file request to accessing patient notes
• Holistic view of the patient across different formats
• Access to information offline at patient bedside or in community
• Intuitive environment for ease of use
• Streamlines clinical administation processes

£16.95 a user a month

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

933073661107103

Contact

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

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The software can be used as an extension to EPR systems
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Access to the Civica Document Management service is available on a 24 x 7 basis. Planned maintenance windows, when the service will be unavailable, will be agreed with the customer; with updates usually being within standard working hours. Customers can agree out of hours updates at an additional charge. Civica will agree with customers a notice period where possible of scheduled maintenance tasks.
• System requirements:
  • Supported Windows based PC/Device, meets the minimum hardware specification
  • Internet based bandwidth from Buyers' sites to cloud hosted location
  • Licenses for use of scanning devices of inhouse/on-premise scanners
  • Windows licensing to support the devices/users accessing the cloud

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Target response times: ; ; Priority 1 issues - 2 hours ; Priority 2 issues - 2 hours; Priority 3 issues - 1 day; Priority 4 issues - 2 days; ; This is based on 9-5, Mon - Fri. Priority 1 support is available 24/7 at additional charge.; ; Weekend support is only available on request and would be subject to an additional charge.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Customer is provided with full support and maintenance for the overall solution which may include software and database updates, fixes and support for any new functionality that has been developed specifically for the customer. ; ; Standard support services are 9am to 5pm for functional issues, with the exception of public holidays. Optional extended support on the cloud platform (no application feature support) are available. System tools allow the performance and availability of individual components of the system to be monitored. Civica provides 24 x 7 monitoring and alerting of infrastructure resources for its cloud-based solutions, enabling proactive management of all network devices, physical and virtual servers, connectivity, applications and system services. Any alerts requiring escalation are passed to technical experts in the appropriate areas. ; ; The Service Desk provides access to first, second and third line support engineers. The Service Desk is available to all trained users. Incidents can be logged by: ; ; • Contacting the Service Desk telephone number ; • Submitting a request via the web-based Customer Support System ; • Submitting a request via email.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A ‘Train the Trainer’ approach is usually adopted for the implementation of the Civica Document Management suite, though direct end user training can be provided if required. A typical installation will require 3-5 days training, covering system setup, configuration and administration, capture and retrieval as standard elements, with more specialised modules for eForms and Workflow. Training is provided on-site as part of the standard implementation process. ; ; Full User documentation is available for all customers to download from the Civica UserBase.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Civica will agree an exit strategy to be invoked on the termination or expiry of the contract which will support a controlled transition of the Civica Document Management service to another party as nominated by the customer. The exit strategy sets out the steps to be taken to ensure a smooth transition to an alternative systems supplier and/or retrieve their data. Civica will complete a secure transfer of data to the customer or incoming provider including: ; · Agreeing a strategy for transferring data ; · Removing/transferring data from redundant systems as necessary.
• End-of-contract process: Prior to the end of contract, it will be the customers responsibility to extract any data in the system, utilising the standard export tools provided with the application. It is the customers responsibility to ensure any data required is extracted prior to the date of contract termination. Should the customer require any assistance with data extraction, then assistance can be provided at the then standard daily consultancy rate. Within 24 hours following contract termination, all data held on the systems and any backup data held will be deleted in its entirety, in line with Civica’s data security policies, agree in contract with the customer. ; ; Upon contract expiry we would typically work with a client to manage the transition to other systems. This includes data extraction and the general management of the exit process. General “within product” extractions are included. Any additional data extract work or management would be chargeable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: This does not include offline capabilities but can be supplied at an additional cost.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The system has a number of REST based APIs to support integration with other systems
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Number of users, Reporting, Widgets, Forms, Data Fields, Roles and Responsibilities, workflow, parts of the user interface. ; ; The system has been designed to be configurable and allow users to customise functionality to their particular requirements. The system includes design tools for eforms and workflow specifically to enable customisation.; ; System Administrators and IT Managers

Scaling

• Independence of resources: Limited multi-tenancy of resources. Public cloud utilised to provision additional resource for critical processes when required.

Analytics

• Service usage metrics: Yes
• Metrics types: Retrieval and Access volumes, statistics, concurrent system usage, system availability
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• 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 will complete a secure transfer of data to the customer or incoming provider including: ; ; · Agreeing a strategy for transferring data ; · Removing/transferring data from redundant systems as necessary; ; In most circumstances, it is envisaged that another third party provider will be involved in the creation and execution of the data extraction strategy, prior to import in to the replacement solution.
• Data export formats: CSV
• Data import formats: CSV

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: Civica's standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieve then a service credit regime will come into force.
• Approach to resilience: Available on request.
• Outage reporting: Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate. ; Scheduled maintenance will occur outside the hours of 07:00 and 19:00 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.; Both planned and unplanned outages will be included in standard service reports.

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)
• 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)

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: 07/11/2023
• 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: EMEA Global Compliance and Risk Services
• PCI DSS accreditation date: 11/08/2016
• What the PCI DSS doesn’t cover: Civica UK's certificate is Level 1 - Service Provider.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • ISO22301
  • DSPT (NHS Service Provider)
  • PCI-DSS
  • DSPT (Data Security and Protection Toolkit)

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
• 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. For high value financial hosted system, Civica also maintains a PCI-DSS v3.2 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, all underpinned by cloud-based services employing energy efficient technology. ; ; We support carbon neutrality with workforces/facilities to reduce carbon consumption over the next 10-years. ; ; We prioritise the use of green energy in Civica owned facilities within the next 10 years. ; ; We promote recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes. ; ; Our commitment to continue to promote with employees and customers a 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 promote a mentally healthy workplace and workforce integrating mental health and general wellbeing in all that we do from recruitment, appraisals to strategic management. ; ; Through our Health and Wellbeing Policy (HWP) and 40+ Mental Health Champions (MHC) we encourage a flexible and realistic work/life balance. Our HWP provides a foundation to support both the mental and physical health of our staff through ; ; Employee Assistance Programme and online Wellbeing Hub, 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 employee’s 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 Quality Management System, which includes criteria for assessing health and wellbeing policies. ; ; Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

• Price: £16.95 a user a month
• 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.