Multi-Channel Customer Management
iCasework is truly "multi-channel", providing access to customer details, service requests and forms through a variety of channels and devices.
Requests may be submitted by the customer, by a customer's representative or by authority staff on behalf of the customer. Forms may be started through one channel and completed through another.
Intelligent Forms
iCasework includes a sophisticated e-forms engine, allowing rapid development and deployment of page based "wizard style" forms. Using a simple, browser based interface, forms may be developed by non-IT staff within each service unit, thus greatly increasing staff commitment to and ownership of the e-Government agenda.
iCasework forms require no plug-ins and may be accessed through any browser on any device using a low speed connection. Sophisticated integration facilities are provided to connect to back-office processing systems through a variety of methods both during form completion and after form submission.
Integrated Online Payments
iCasework provides integrated online payment facilities, allowing real time authorisation of payment card transactions. A flexible wizard driven configuration facility allows interaction with the payment service provider (PSP) of your choice, whether this is an external service provider or your own internal payment systems.
Integrated Online Bookings
iCasework provides an integrated booking facility, providing the ability to create online booking resources, allocate them to an availability diary and allowing them to be searched, booked and managed through customer, contact centre and/or officer portals.
Booking facilities are fully integrated with all other facilities in iCasework, enabling you to create a truly integrated service to your customers.
Customer Portal
iCasework provides your citizens, businesses and councillors with a personalised and accessible self-service facility to:
- Log requests and complete forms
- Make payments
- Book services
- Track case progress and access case files
- Contact case officers
- Collaborate between customers and their representatives
Workflow and Case Management
iCaseworks workflow facilities allows caseworkers to:
- Access a complete online case file
- Generate letters, emails or SMS at relevant points in the process
- Generate tasks at relevant points in the process
- Complete and record details of tasks within a standard target time
- Record case outcomes
- Respond to correspondence
- Work from home
Business Intelligence
iCasework provides an extensive management reporting facility to:
- Analyse trends of any data held
- Analyse and assess performance
- Generate statistics and graphs for publication on intranet and internet
- Drill-down from reports into case files
Systems Integration
iCasework provides a comprehensive toolkit and middleware for rapid integration with payment systems, LLPG, GIS, middleware and back-office systems.
