Track Everything

When we thought about what would take the leap forward in our citizen portal, number one was the ability for citizens to track any service request that they made. Be it a complex welfare application or reporting a pot hole in the road. But whilst building the engine to facilitate this – OpenProcess – we realised that if a citizen can access their request in real time 24/7 then wouldn’t it be great if they could also get messages or requests for information/evidence online too.

Plus, if they can see these why not make it bi-directional so that they can provide updates back and upload the information/evidence online too.

This was probably our greatest insight in the R&D phase of the development of OneVu. Because if citizens/stakeholders in a process can be asked for information online and provide the responses/upload documents then we could completely remove the shortfalls of paper based delays. Not simply the cost of printing and posting paper but the lack of the human element. Rather than simply bits of paper in the wind, we have provided the means to track progress and create a bi-directional ‘conversation’ entirely through the medium of their account.

So the solution needed to be agnostic to the back office function and be capable of:

  • surfacing back office processes to citizens,
  • enabling council staff to link online forms to trackable processes
  • enabling processes to have multiple stages with their own SLAs visible to citizens
  • enabling processes to have actions associated with them so citizens/council staff/contractors are notified when things do (and don’t) happen
  • enabling council staff to request information from citizens
  • enabling citizens to respond and upload information 24/7 on the device of their choice

And so OpenProcess was born.

Councils have seen budgets continuously reduce of late and so we wanted to ensure that OneVu offered a tangible and quantifiable return on investment. With OneVu and OpenProcess working together, citizens are able to track when things will be done, which means that staff time spent on avoidable chase up calls can be minimised from day one.John Jervis - Sales Director - IEG4

Have a look

As soon as a service request (online form) is submitted a customer can track the progress of it. A customer can view all service requests they have in progress at any one time:

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Simultaneous it creates a task that can be ’round robin’ allocated to the relevant users within a team that manages that specific service request step.

Users can then view the service request information and request further information/documentation from the customer:

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As soon as this note is saved it will email or text message the customer to let them know there is an update on their request. The customer clicks on the link in the email/text and it navigates them directly to the relevant section of their OneVu account:

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OneVu, doesn’t just provide tracking, it enables a two way ‘conversation’ to take place. When the person receives the request for further documentation, to provide it, they simply need to click the View/Add Documents button.

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This allows them to browse for the file and once uploaded this is saved to their account:

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AND passed instantly back to the officer that asked for it. They are even sent an email alert notifying them that the document has been added to a case they are working on:

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As soon as they update the progress the citizen can be sent an email to proactive tell them this and again this takes them directly to the relevant location within their account:

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SLAs and processes change from one council / organisation to another. To reflect this you are in complete control over the name of a process, the number of steps it has:

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How it is allocated, who it is allocated to, its SLA:

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And also which actions should be triggered when it is started and or completed:

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So every single process you provide can be completely different if you want it to be.