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Civica Data Privacy is an on-demand Data Privacy case management solution powered by iCasework. It provides workflows to manage incidents, impact assessments and individual rights requests including:

  • The right of access
  • The right to rectification
  • The right to erasure
  • The right to restrict processing
  • The right to data portability
  • The right to object

By automating the process steps from capture through investigation to reporting, Civica Data Privacy will enable you to handle requests efficiently and effectively, comply with regulations, such as UK and EU GDPR and CCPA, and improve trust in your organisation.

Multi-channel case entry

Cases can be logged through any of the following:

  • Your website(s)
  • Contact centres
  • Staff portals
  • Email
  • Mobile devices
  • Our REST API

E-mail and SMS text message validations are performed as verification measures and support is also available to embed third-party ID&V products into workflows.

Intelligent allocation and collaboration

Cases can be easily allocated or re-allocated between departments and processes, with specific tasks or responses within a case further allocated to teams or individuals as appropriate.

Multiple departments can also be seamlessly prompted to give input on cases, with interaction automated through email, reducing the cost of handling cross-functional requests.

Complete case file

Accessing all information on a case is easy as everything is stored in one central location.

Everything from documents and spreadsheets to audio and video can be attached to cases to ensure caseworkers have all the information they need at their fingertips.

Embedded redaction functionality also provides caseworkers with the tools they need to redact documents with no need for additional software.

Complaints and appeals

If an applicant appeals against a decision or complains about the handling of their request, the case can be easily escalated and progressed with the system generating the relevant actions and correspondence required to deal with the concerns.

Complaints to an information commissioner can easily be handled and, where appropriate, progressed to specialist handlers – all activities will be stored in the same case file to maximise your efficiency in responding to events.

Full audit trail

Every single activity on a case is audited, providing a comprehensive record of each process step, with ‘actions’ and ‘events’ presented through a visual timeline of a case’s progression.

A system-wide audit trail allows authorized users to monitor activity across the entire system providing full oversight of activities such as case management, reporting, self-service, configuration, and even API activity.

Progress monitoring

Target timescales are pre-defined to meet regulatory requirements, with the system enabling progress to be monitored for teams or individuals using management reports and dashboards.

Receive alerts by email, SMS, calendar notifications, or reports when timescales are due or not met.

Automated correspondence

Acknowledgments, responses, and other correspondence are automatically generated at the appropriate step of each process.

All correspondence is generated from configurable templates, with letters and emails available to be edited, approved, and sent, either by secure email or hard copy print, with the contents stored securely in the database.

Measure performance & analyse

Automated management reporting can pinpoint issues, underperforming departments and exemptions applied. The extensive trends analysis and reporting facilities include:

  • An embedded reporting library with a range of standard reports
  • Ad-hoc reporting to allow non-technical users to generate charts, Excel outputs, or detailed list reports
  • Team and enterprise dashboards
  • Drill-down from reports into case files or Excel
  • User subscription to emailed reports, at defined intervals

Easy to configure

Easy to use, wizard-driven, administration screens enable you to configure many areas of the solution, including:

  • Request details captured
  • Correspondence templates
  • Case and task timescales
  • Process preferences
  • Information classes
  • Departmental service hierarchies and teams
  • Third parties and/or staff members involved

Take the first step to doing a better job of case management

Our software combines the knowledge and skills of experts in case management and software design

We consult with our clients to ensure we fully understand the issues our software needs to address

Get user friendly, secure and compliant case management software to meet today’s challenges

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