Coronavirus (COVID–19)

Coronavirus (COVID–19) Update

Public services and their partners continue to maintain a tremendous effort in difficult circumstances and we remain committed to doing all we can to assist this effort and support public health.

As an early signatory to the C-19 Business Pledge, we have focused throughout on safeguarding our people, ensuring ongoing provision of our business critical software and services while rapidly delivering new resources and innovations, and supporting communities.

We continue to review how we can best assist through the pandemic and as we emerge. Recognising that many of our customers are looking to build on the steps they have taken to embed new and stronger ways of working in the future, we are also focused on providing the solutions and support to accelerate the adoption of innovation and technology-based transformation.

Supporting our Employees

Our priority remains the wellbeing of all our colleagues around the globe and we continue to follow the official advice issued by the relevant Governments. Our people and values are of course at the heart of our approach to supporting customers and our teams have done an amazing job in responding to extraordinary change while sustaining our business activities.

From the outset we’ve worked hard to proactively support our people, from initiatives to keep remote workers engaged to our mental health champions and free-to-access Employee Assistance programme. We’ve enhanced the way we communicate and created new ways to share ideas and inspiration, and the feedback through our regular Pulse surveys has been extremely positive.

At this time there is no change to how we’re operating and our facilities remain closed until further notice except for those colleagues in key worker roles who have done an excellent job throughout. With our established working practices and strong infrastructure, we continue to work from home supported by additional self-learning and leadership resources via the Civica Academy.

We have implemented robust plans and processes including site impact assessment to support those colleagues whose roles involve visiting a customer site and similarly to ensure a safe return to Civica facilities when the time comes. We are continuously reviewing these processes and will be taking a prudent and phased approach to workplace re-openings dictated by varying circumstances across the globe and will continue to take all measures to protect the safety of colleagues and customers including restrictions on business travel.

Backing our Customers

We’re taking all necessary steps to maintain business continuity for our customers. At the same time, we’re working hard to support national and local level responses across Asia-Pacific through practical innovative and updated software capability. In addition to new capabilities listed below, we’ve provided detailed system advice, configuration and reports to support effective action. We continue to review how our technology and infrastructure can best assist through the pandemic.

Supporting customers and communities around the world

In response to the urgent global challenge we have diverted resources to make new solutions available. Among others these include a new COVID-19 app and chatbot launched by the Department of Health in Northern Ireland to provide immediate advice and links to trusted information, and Community Helper software for UK local government which allows councils to oversee support for vulnerable people and route requests rapidly to those best placed to deliver.

ANZ travel restrictions – how we’re helping

With travel restrictions across Australia, organisations are using our cloud-based Signum software to gain accurate detail on the placement of temporary COVID-19 road closed signage. Digital access to information for bodies such as state police and neighbouring shires, helps make enforcement easier, with accurate and up-to-date information about road signage.

Supporting our library communities

With physical library branches closed, we’re helping our Spydus library customers to continue providing educational, entertaining, free of charge, resources to their communities as they self-isolate. Users are able to login via the Spydus web interface, search for and borrow a wide range of electronic content including e-books, e-audiobooks and e-magazines. Our cloud software allows library customers to easily update content from wherever they are and to help users we’re providing free access to our online training platform for the duration of library closures.

Supporting our front line workers

Our Carelink customers provide front line care for the disabled and aged, those most vulnerable to sickness. To support community carers we've developed a Global Client Alert function in the CarelinkGo mobile app.  This function alerts carers in the field for important COVID-19 updates prior to their shifts. 

Adapting to the situation – Hamilton, NZ

We’re working hard to minimise current disruption and we continue to maintain business operations. With a scheduled go-live in the midst of New Zealand’s lockdown, we worked closely with the Hamilton City Council team to mitigate new risks and ensure a smooth go live with all council staff working from home. Adjusting the programme to reduce the impact on Hamilton staff, who were already under significant pressure kept project momentum going while affording time for the council to address priorities including infrastructure, network and staff familiarity with working from home

Local Government
  • Local Government
  • Health & Care
  • Libraries

Community Helper software

Built on the iCasework platform to help local authorities co-ordinate rapid support for vulnerable people while minimising safeguarding risks. Securely manages requests with smart routing to rapidly match and direct these to agencies and volunteers. Free to councils for 6 months. Initial partnership with Liverpool City Council, the digital platform is easy to use, quick to implement and highly secure.



Worked closely with Hamilton City Council to mitigate new risks and ensure a smooth system go live. Adjusting the programme to reduce the impact on Hamilton staff already under major pressure maintained project momentum while accommodating movement of all council staff to working from home.

Asset Edge

With travel restrictions in place, organisations are using cloud-based Signum software to record and obtain detail on placement of temporary road closure signage. Digital access to information for entities such as state police and neighbouring shires is assisting enforcement with accurate information on signage.


To support community carers providing front line care for the disabled and aged, new Global Client Alert function developed for the CarelinkGo mobile app. This alerts carers in the field for important COVID-19 updates prior to their shifts.

Civica Experience

Working with Western Sydney Local Health District, the Civica Experience platform is being used to gain patient feedback from every COVID-19 telehealth appointment. Feedback is obtained in real time for priority patients who need to come into hospital, can be managed at home or need community support.


With branches closed, Spydus software is helping libraries to continue providing educational, entertaining resources to their communities. Users are able to borrow online a wide range of electronic content, which can be easily managed remotely and securely including 2 factor authentication. Free staff access to Spydus online training platform for the duration of closures.


Helping our Communities

In challenging times, people take great comfort from supporting and helping their colleagues and their wider community. We actively encourage our colleagues to support their local communities including through our Donate-a-Day scheme and our people continue to help with causes close to their hearts.