Secure, high-performance infrastructure
iCasework is fully supported by Amazon Web Services (AWS) infrastructure. This allows us to deliver a scalable, high-performance (99.95% uptime) platform, with no storage limits, for our case management solutions.
Our AWS infrastructure includes support for the following architectures and services configurations:
- AWS Beanstalk (Tomcat) – multi tenant
- AWS RDS (PostgreSQL) – multi tenant, separate schemas
- AWS S3 (document storage)
- AWS SES (emails in and out)
- AWS SNS (text messaging)
- Using VPCs in London (UK), Dublin (Republic of Ireland), Frankfurt (Germany), Virginia (United States) and Sydney (Australia) regions
UK Public Sector
The iCasework solution is approved for use by central and local government. The solution is available through the UK Government’s Digital Marketplace.
Our case management solution provides end-to-end support for any case management process – capturing, managing, responding to as well as analysing performance and trends. We also provide dedicated pre-configured solutions for Complaint and Feedback Management, Managing Information Requests as well as Managing Human Resource Requests.
Our solutions have been developed over the past 20 years to meet the needs of a wide range of organisations. These solutions are well proven across a variety of industries, handling millions of cases in regulated and unregulated areas.
A template system provides a blueprint of the solution for your sector, accelerating the implementation process. We then fine-tune it to your specific needs by using our form designer, workflow and external interface configuration tools.
Our solution allows for rapid implementation through our wide range of industry templates. At the same time our solution is highly configurable and allows for further configuration as per your organisation’s needs with unparalleled flexibility through our sophisticated form designer, workflow and external interface configuration tools.
All input screens are wizard-driven and context-sensitive. Role-based permissions ensure users only see the areas of the system, or indeed the aspects of a case, that they specifically need. And the intelligent, task focussed user interface, guides case workers through the process, step by step – ensuring staff always know what to do next.
It’s even easier for occasional users tasked with drafting written correspondence on a case, they simply get an email with a link to view details of the case and a further link that opens up their word processor with a response template, already pre-populated with the case’s details. No training required!
Dedicated user interfaces are available for:
- Contact centre agents
- Case workers
- Occasional users
- Mobile users
Smooth roll-out across your organization
Our consultative workshop driven approach helps with the implementation of our solution tailor-made to your organization’s needs. Our project implementation teams help you ensure quick and efficient on-boarding of iCasework across all your business entities – on time.
Security and resilience
iCasework on-demand is implemented through Amazon AWS, the leading cloud computing platform in use today. It provides real-time scalability, failure resilient services and high levels of physical and network security.
Our services utilise Amazon AWS’s European data centres and are designed to operate at a level of security difficult for most in-house operations to match. Data communications use 128-bit secure socket layer (SSL) encryption and our services are regularly penetration tested to ensure compliance with the latest security standards.
Contact us if you have specific hosting requirements. For example, we can implement access through a Virtual Private Cloud, enabling you to connect your existing infrastructure to a set of isolated resources via a Virtual Private Network (VPN) connection.
Staff directory integration
Contact us to integrate your staff directory with iCasework through SecureLDAP and benefit from single sign on and instant availability in iCasework of contact details for your colleagues.
- All data and data access facilities are assigned granular security access levels and these are enforced at all times
- All user credentials, passwords and access keys are encrypted using strong encryption algorithms.
- Application access may be locked down by IP address
Cost effective configuration maintenance
All of our solutions provide configuration tools at two levels. Our Administration interface provides a vast array of wizards and preference screens allowing nominated client staff to manage the system efficiently on an ongoing basis. Changes to input forms, letter templates, time scales, stage outcomes, and many other areas of functionality can be all achieved with a minimum of training by authorised users.
Additionally, our configuration interface provides expert design tools such as our forms designer and our workflow designer for more structural changes to processes and forms. The configuration interface is typically used by our implementation staff to match industry templates more closely to client requirements.