Kainos designed and developed a system known as Case Management and Enquiry Handling (CMEH) that comprises eDRM software from Autonomy
The Challenge
The Information Commissioners Office (ICO) is the UK’s independent public body, set up to promote access to official information and protect personal information. Tasked with implementing the Data Protection Act 1998 and the Freedom of Information Act 2000, the ICO required a solution that would enable the public to request and obtain information using multiple channels, including the phone, internet and mail. It was important that requests could be made and notifications could be sent in an automated paper free fashion and that the solution should be efficient and fully compliant.
The Solution
Kainos designed and developed a system known as Case Management and Enquiry Handling (CMEH) that comprises records management software from Autonomy, and workflow tools to automate core processes. The CMEH solution facilitates a number of key business functions -
- Multi-channel contact application, supporting internet, mail and telephone contact, with a common desktop interface.
- Single document repository that is fully searchable and enables speedy access and retrieval of required information, both live and historical including associated documents.
- Workflow tools to automate key processes routing work to the appropriate team or individual with user friendly wizards to explain discrete steps to be followed.
- Electronic receipts and notifications creating a paper free work environment.
The Benefits
The system has improved operational efficiencies - By automating administrative tasks and processes it reduces the time spent on each activity freeing up staff to focus on additional high-value communications.
A more flexible service provided to the public – Requests for information can be made through a variety of channels at any given time using the internet, phone or mail and response times are faster with electronic communications.
Increased staff productivity and morale – Staff members are benefiting from simplified and more user-friendly methods of operation, offering greater satisfaction and enabling them to devote more time to high-value work.
Full compliance with external standards – The solution enables the Information Commissioner to achieve full compliance with all current legislation including Public Records Office, e-Government Data Protection and Freedom of Information.
