Civica Data Privacy

An on-demand data privacy case management solution powered by iCasework

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Managing cases for data privacy responses

Civica Data Privacy captures, manages and reports on cases where consumers exercise any right under data privacy legislation.

To reflect the implementation of the GDPR for all organisations processing data on EU residents, a number of closely related data privacy bills - including the UK Data Protection Act, California CPA / CPR, Australia CDR etc. - have emerged requiring organisations across the world to handle personal data requests and data incidents in a compliant manner.

Built on the Civica Case Management platform the solution helps organisations providing automation and workflows to manage and analyse security breaches and personal data rights including:

  • The right of access - Make a Subject Access Request (SAR) to get a copy of personal data held by an organisation.
  • The right to rectification – Question the accuracy of personal data, and have it corrected.
  • The right to erasure – Ask an organisation to delete held personal data, unless retained under other circumstances.
  • The right to object - You have the right to object to the processing or use of your personal data, in some circumstances.
  • The right to restrict processing - You can limit the way an organisation uses your personal data.
  • The right to data portability - Obtain your personal data from an organisation in a way that is accessible.
  • The right not to be subject to automated decision-making – Where decisions are based on your personal data being processed without human involvement, you can challenge this.


We can help organisations effectively manage all these data privacy requests, data protection complaints and other information requests (FoI, EiR, INSPIRE etc.), ask us.

Why choose Civica Data Privacy?

Responsive - All data requests are tracked with deadline reminders, automated responses and reporting.

Multi-channel - Can log cases through - your website, social media, email, contact centres, mobile devices, our REST API and more.

Secure - Supports data requester verification and secure delivery of responses, ensuring no data is improperly shared

Compliant - Enables case handlers to work collaboratively, efficiently, and effectively with a full audit trail

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Discover how Civica Case Management can help you improve how to manage complaints and feedback.

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Mechanic tool set

cases management per year

customers worldwide

of case management experience

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Discover how Civica Case Management can improve how you manage cases, feedback and complaints

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Key Features

Case Management Capabilities

Everything you need to take control and stay on top of your organisation's data protection management, by helping teams to manage, and automate the timeline for managing responses.

Our platform will enable case handlers to work collaboratively, efficiently, and effectively with clear and easy to use workflows. Give extra confidence and accountability by adding approvers before sending responses.

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Identity Verification

Seamless integration of customer identity processes into case management workflows. Support multiple means of customer identity verification, such as phone, e-mail, document attachment, SMS and post.

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Secure Data Delivery

Remain compliant by controlling access to sensitive data. Built-in data delivery processes allow customers to securely access password-protected content while avoiding the risk of data transfer outside the system.

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Analysis and reporting

Identify areas most likely to cause dissatisfaction with automated delivery of library and custom reports and real-time keyword alerts that put the information you need at your fingertips.

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Civica Data Privacy can be integrated with client & back-office systems, social media, email & telephony systems, mobile apps, content management systems, postal delivery systems, staff directories & single sign-on, document management systems and calendaring & office tools. It also provides:

  • REST API style web-services that allow both update and query operations such as case creation or adding case notes. 
  • Email API that allows you to configure your account to scan incoming emails to a mailbox of your choice. 
  • Single Sign-on for caseworkers and customers over either SAML v2.0 or an OpenId Connect compatible identity providers.

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