Case Management/Workflow
The operating model ensures that, irrespective of method of contact, any follow up action can be captured in a case management system. This will provide an audit trail and ensure assigned actions are visible and can be monitored. A review of the existing Open-Source Ticket Request System (OTRS) case management will be undertaken in tandem with the workflow options of the new Online Forms solution. The model will allow information to be sent electronically to the relevant person in the organisation to complete their individual task. Crucially, this will have a reporting capability and provide meaningful management information to service areas.