Capture
Multi-channel case entry
Requests for information are captured across all channels, with forms
designed to log requests across:
Demos Supporting documentation and images, often vital to the case, can be uploaded or scanned in from any TWAIN compatible scanner.
- Web sites
- Contact centres
- Staff portals
- Mobile devices
Demos Supporting documentation and images, often vital to the case, can be uploaded or scanned in from any TWAIN compatible scanner.
Disclosure log
Reduce the volume of duplicate requests by allowing your website visitors to research previous requests for public records.
Deploy our disclosure log on your website so that information requests responded to using ManageMyRequests can be set to be instantly published (with the system removing the applicant's personal details).
Examples
Deploy our disclosure log on your website so that information requests responded to using ManageMyRequests can be set to be instantly published (with the system removing the applicant's personal details).
Examples
Manage
Intelligent allocation & collaboration
Information requests 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 seamlessly input to cases, with interaction automated through email and e-forms.
Target times are set as required by the regulations or legislation being followed and can only be over-ridden where this is permitted under the guidelines.
Demo
Demo
Complete case file & audit trail
Knowing where to find information relating to a request is easy, as everything is stored in one central location. Documents, scanned images and telephone recordings can all be attached to cases to ensure case workers have all the information they need at their fingertips.
Every single action or update to a case is audited, providing a complete record of each process step, with 'actions' and 'events' presented through a timeline view to deliver an instant picture of a case's progression over time.
Demo
Every single action or update to a case is audited, providing a complete record of each process step, with 'actions' and 'events' presented through a timeline view to deliver an instant picture of a case's progression over time.
Demo
Progress monitoring
Target timescales are pre-defined to meet legislative and regulatory requirements, with the system enabling progress to be monitored for teams or individuals via management reports and dashboards. Receive alerts by Email, SMS or RSS when timescales are not met.
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 external bodies, such as information commissioners, can also 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.
Complaints to external bodies, such as information commissioners, can also 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.
Respond
Automated correspondence
ManageMyRequests automatically generates acknowledgements, responses and other correspondence, either by secure email or hard copy print. All correspondence is generated from configurable templates, with letters available to be edited and printed in Microsoft Word or OpenOffice.org using our sophisticated browser-based word-processor integration, with the contents stored securely in the database. Users without access to a word-processor can use the embedded editor.
Demo
Demo
Exemptions and exceptions
Caseworkers can choose to exempt a request and select each relevant exemption based on the legislation or regulations being followed.
Correspondence templates will be generated so that all relevant references to the selected exemptions are included.
Demo
Correspondence templates will be generated so that all relevant references to the selected exemptions are included.
Demo
Delegate responses
Responses to requests can be delegated to front-line staff even if they are not direct users of ManageMyRequests. Non-users simply receive an email with a link to edit the letter or email, once completed the correspondence can then be authorised and sent by the caseworker assigned to the case.
Report
Measure performance and analyse
ManageMyRequests will enable you to identify and classify the information being received at both departmental and corporate levels, with automated management reporting pinpointing common requests, potential problem areas and departments and third parties that are jointly involved in responding to requests. Our 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 detail reports
- Team and enterprise dashboards
- Sector specific benchmarks
- Drill-down from reports into case files or Excel
- User subscription to emailed reports, at defined intervals
- Filter all reports by service area(s)
Demos
Configure
Easy to configure
ManageMyRequests provides easy to use, wizard driven, administration screens allowing
customers to further configure many aspects of their solution, including:
- Request forms and applicant details captured
- Correspondence templates
- Case and task timescales
- Request process preferences
- Information classes
- Departmental service hierarchies and teams
- Third parties and/or staff members involved
Add processes
There is always the option to unleash the power of the iCasework platform and implement additional processes, for example customer feedback management. Contact us for more information: we have been configuring, implementing and integrating iCasework solutions since 2001.
Compliance
Pre-configured solutions are available for a range of legislation and regulations including:
- Freedom of Information Act
- Environmental Information Regulations
- Data Protection Act
- Disclosures
- Government departments and agencies
- Local government
- Health
- Education
- Police
- Non-departmental public bodies
- Private businesses - personal information requests
Implement
Easy to use, easy to implement
Our service is designed for ease of use - we believe our customers should be able to focus user training on their process rather than our software! All input screens are wizard driven and context sensitive. Role based permissions ensure users only see the areas of the system, or indeed the aspects of a case, that they specifically need. And the intelligent, task focussed user interface, guides case workers through the process, step by step - ensuring staff always know what to do next.
It's even easier for occasional users tasked with responding to a request, they simply get an email with a link to view details of the request and a further link that opens up their word processor with a response template, already pre-populated with the case's details. No training required!
Dedicated user interfaces are available for:
It's even easier for occasional users tasked with responding to a request, they simply get an email with a link to view details of the request and a further link that opens up their word processor with a response template, already pre-populated with the case's details. No training required!
Dedicated user interfaces are available for:
- Contact centre agents
- Case workers
- Occasional users
- Mobile users
Security and resilience
ManageMyRequests on-demand is implemented through Amazon AWS, the leading cloud computing platform in use today. It provides real-time scalability, failure resilient services and high levels of physical and network security. Our services utilise Amazon AWS's European data centres and are designed to operate at a level of security difficult for most in-house operations to match. Data communications use 128-bit secure socket layer (SSL) encryption and our services are regularly penetration tested to ensure compliance with the latest security standards.
Contact us if you have specific hosting requirements. For example, we can implement access through a Virtual Private Cloud, enabling you to connect your existing infrastructure to a set of isolated resources via a Virtual Private Network (VPN) connection. Or as an alternative to Amazon AWS, we can also host solutions through our data centre in Newcastle, for example if you require access through a leased line.
Contact us if you have specific hosting requirements. For example, we can implement access through a Virtual Private Cloud, enabling you to connect your existing infrastructure to a set of isolated resources via a Virtual Private Network (VPN) connection. Or as an alternative to Amazon AWS, we can also host solutions through our data centre in Newcastle, for example if you require access through a leased line.
