Ombudsman Software for Case Management

Enquiry handling and dispute resolution remain core functions of Ombudsmen and Commissioners, however their remit has been increasing to add further value for their customers in areas such as promoting best practice and encouraging bodies under their jurisdiction to raise standards. Whilst delivering to this increased remit, they must also demonstrate cost-effective delivery of high quality services.

Workpro Ombudsman software has been specifically designed to satisfy the needs of Ombudsmen and Commissioners based on our years of experience in this market. We understand how to optimise IT solutions that support the organisation to achieve goals such as improving caseload management and staff productivity, as well as the need to demonstrate performance against Key Performance Indicators (KPIs). To see some of our clients, please click here.  

Benefits

Core Business System for the entire Ombudsman/Commissioner organisation

Workpro Ombudsman is unique in the marketplace as it provides the core business system for the entire Ombudsman/Commissioner organisation. In addition to case workers, Workpro delivers support to contact centre staff, PR departments, Outreach and Policy staff.

Specifically Developed for Ombudsmen/Commissioners’ Case Management Needs

CAS has a track record of successfully deploying IT solutions to many Ombudsmen and Commissioners throughout the UK in a variety of industry sectors. We have significant experience of the business processes and IT solutions needed to support such organisations and our product, Workpro Ombudsman, has been specifically designed to satisfy this market’s needs.

Tailored, cost-effective solution

Whilst no two Ombudsmen’s business processes are identical, our experience is that there are more similarities than differences, allowing us to efficiently implement solutions in a very cost-effective and low risk manner. Workpro Ombudsman is highly configurable and our experienced consultants work closely with every client to tailor their solution to suit their specific needs.

Flexible, future-proofed system providing long term value for money

Workpro Ombudsman software uses advanced, adaptable workflow technology and can easily change to accommodate for example, revised business processes and KPIs, extension to areas of jurisdiction etc.

Features

Increased Productivity and Quality of Service

Workpro allows you to record, progress, monitor and evaluate cases of all types from enquiries and complaints to Freedom of Information (FOI) requests and internal/service complaints. Workload management tools increase staff productivity and help with resource management and the ever-increasing rise in volume of complaints. Strong management reporting against KPIs helps to ensure targets are achieved.

Improved Accessibility and Communication

Workpro tools ensure communication with all stakeholders is timely and of the highest quality. All forms of customer contact are supported from phone, letter and email to SMS texts and web forms. A central repository of all stakeholder contact information is maintained along with contact history. Staff from all departments have access to this up-to-date information and communication between departments is enhanced. Workpro supports staff in multiple offices as well as home and remote workers.

Identification of Lessons to be Learned

Workpro enables lessons to be learned from both enquiries and complaints made to the Ombudsman/Commissioner. Getting to the root cause of issues is key to preventing repetition. Trend analysis highlights areas where standards of service could be improved and enables positive action to be taken to ensure problems do not re-occur. Monitoring of the consistency of decision making is supported, particularly important for those bodies dealing with large case volumes and with geographically dispersed offices.

Knowledge Management

Knowledge Management features provide staff with best practice guidance. Intranet capability and ‘knowledge base’ features provide staff with useful reference material such as landmark & precedent cases.