Collect Cases Members of the public register their case using the channel they choose; either directly, using a standard web form, or indirectly through email, telephone, post or in person.
Non-web submission & collation A council agent will use a web form to log the details of the case where the customer is submitting indirectly, dating accordingly.
Tag complaints for smarter analysis The system provides the ability for the customer agent to add detail at the initial stage thereby enabling differentiation in later analysis.
Triage Once in the system, the case enters the triage phase and the system will automatically determine a required response date (if any) based on the type of complaint and the received date.
Own the resolution process The administrator (can be automated) then allocates it to a council service category and assigns it to the relevant council staff member to own the resolution process.
Set the context The process of following up on a case is handled by a workflow system which allows notes and other supporting documentation (e.g. emails, scans of letters etc.) to be added to the complaint.
The complaint is owned The case owner is notified by email with a link to see the full details of the case and to update the details of the complaint as required.
Tasks are allocated The owner can allocate tasks to other staff members to perform but only the owner can flag the case as resolved.
Complaint Response All customer communications are actioned and recorded within complaints tracker, ensuring a complete record of the case exists in a single location.
Analyse the results Analyse all aspects including volumes, root causes and themes to better understand current failures and to identify areas for improvement, service transformation and cost saving.