or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy
Why is it that most areas of the organisation have been streamlined, integrated into our systems, but management of cases, can be a backwater just left in paper files?
Occasionally, some case management is handled by a specialist application, but can be silo-ed. For example witness how ASB can be cleverly dealt with using a tool like REACT, but for joined up analysis, there is always some re-keying to be done, or manual stats to be worked out somewhere. Not exactly what I would define as one version of the truth, for KPI use.
A flexible case management solution that documents those policies and deals with the flow of information around teams can make a big difference in many areas. Many processes that are seen as manager based, can be reduced mainly to admin processes, with added control elements. I have seen document management solutions hit the spot, where additional meta-data can be added to completed forms and information fed back into core systems.
Often many processes like ASB or complaints, pose difficulties around security. Who can see what etc, without making a process unworkable. Once data and documents are stored centrally, the service provision can be standardised. Tenant or customer files can be securely accessed, exactly when they need to be.
With no need to track down case documents in filing cabinets, lost on desks etc, there are great efficiencies here for the taking. KPI's can then also fall into place. Because case managed processes, such as complaints, complements, ASB, Disabled adaptations, void recharges etc all will follow a better defined flow, they are more easily auditable. Not to mention, opportunities to allow users/tenants to be part of the process on-line, via customer self-service.
Just consider how many of your case management processes could be better tied in to your more 'bread & butter' core systems, using a separate but integrated third-party application, or one already offered by an existing key supplier.
Related Post: While we are thinking about efficiencies, how often does workflow get used in your organisation?
You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !
The Electric Soft Parade - If thats the case....
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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