Data Privacy Case Management

Cases can be logged through any of the following:

• Your website(s)
• Contact centres
• Staff portals
• Email
• Mobile devices
• Our REST API

E-mail and SMS text message validations are performed as verification measures and support is also available to embed third-party ID&V products into workflows.

Cases can be easily allocated or re-allocated between departments and processes, with specific tasks or responses within a case further allocated to teams or individuals as appropriate.

Multiple departments can also be seamlessly prompted to give input on cases, with interaction automated through email, reducing the cost of handling cross-functional requests.

Accessing all information on a case is easy as everything is stored in one central location.

Everything from documents and spreadsheets to audio and video can be attached to cases to ensure caseworkers have all the information they need at their fingertips.

Embedded redaction functionality also provides caseworkers with the tools they need to redact documents with no need for additional software.

If an applicant appeals against a decision or complains about the handling of their request, the case can be easily escalated and progressed with the system generating the relevant actions and correspondence required to deal with the concerns.

Complaints to an information commissioner can easily be handled and, where appropriate, progressed to specialist handlers – all activities will be stored in the same case file to maximise your efficiency in responding to events.

Every single activity on a case is audited, providing a comprehensive record of each process step, with ‘actions’ and ‘events’ presented through a visual timeline of a case’s progression.

A system-wide audit trail allows authorized users to monitor activity across the entire system providing full oversight of activities such as case management, reporting, self-service, configuration, and even API activity.

Target timescales are pre-defined to meet regulatory requirements, with the system enabling progress to be monitored for teams or individuals using management reports and dashboards.

Receive alerts by email, SMS, calendar notifications, or reports when timescales are due or not met.

Acknowledgments, responses, and other correspondence are automatically generated at the appropriate step of each process.

All correspondence is generated from configurable templates, with letters and emails available to be edited, approved, and sent, either by secure email or hard copy print, with the contents stored securely in the database.

Automated management reporting can pinpoint issues, underperforming departments and exemptions applied. The extensive trends analysis and reporting facilities include:

• An embedded reporting library with a range of standard reports
• Ad-hoc reporting to allow non-technical users to generate charts, Excel outputs, or detailed list reports
• Team and enterprise dashboards
• Drill-down from reports into case files or Excel
• User subscription to emailed reports, at defined intervals

Easy to use, wizard-driven, administration screens enable you to configure many areas of the solution, including:

• Request details captured
• Correspondence templates
• Case and task timescales
• Process preferences
• Information classes
• Departmental service hierarchies and teams
• Third parties and/or staff members involved