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Timebase Complaints Management Detailed Summary
| Summary | Detailed Summary |
All authorities have an obligation to deal with complaints regarding adult and child care, which must follow statutory guidelines. Tricostars statutory complaints management system manages the process for you ensuring you and your team meet all the neccessary deadlines, procedures & reporting requirements.
With the recent introduction of National Indicator 14 (NI 14) it has been recognised that unneccessary contact with your customersshould be avoidedby the use of more efficient service delivery tools.
It’s with this in mind that Tricostar have produced an application that manages the whole statutory complaints process from start to finish ensuring that it meets all the statutory guidelines.
The following Workflows are included and have been designed according to the government guidlines for each. Each workflow can be modified to the exact way you work:
- (ACS) Adult & Community Services Statutory Complaints Procedure
- (CYP) Children and Young People Statutory Complaints Procedure
- (MCA DOL) The Mental Capacity Act Deprivation of Liberty safeguards
- (CRP) Corporate Complaints
- Compliments, Comments and Concerns
Liz Whitby, Head of Customer Rights, Suffolk County Council:
“Our strategy is to consistently focus on local resolution of complaints and we are successfully driving down the number of complaints that escalate to formal investigation.”
“Timebase is a very valuable and complementary tool that provides management information to assist us in early identification of trends and issues, and thereby enabling action to be taken to prevent further complaints.”
“A further very useful feature is that sensitive data is kept in a secure environment, with access only on a ‘need to know’ basis. Additonally, it enables consistent and objective recording of all complaints, which we are using for both statutory and corporate complaints.”
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“The advantages of using [Timebase] for workflow are substantial ... our processes are always followed correctly. All the relevant documentation is presented, with information populated in all the right places... Fareeza Sheik, Epping Forest District Council
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“It (Timebase) helps us to deliver best value for council tax payers money... we are streets ahead in being able to face an uncertain future with confidence.” Sally Longmate, Suffolk County Council
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“Court Bundling has been a godsend. Without it, we couldn’t have coped with the workload and would have had to employ more fee earners” Julie Grant, Head of Legal Services, Stockton-on-Tees Council
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“By opting for an externally hosted service, we saved 50,000 at start-up and have saved 10,000 to 15,000 every year since in on-going support” Nick Senior, Business Manager, London Borough of Ealing
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“The in-house legal team at the Royal Borough of Kensington and Chelsea has used Timebase for over 11 years.... The practical and technical support from Tricostar is second to none.” Don Pitts, The Royal Borough of Kensington and Chelsea
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“We wanted a web-enabled system that had a centralised database, was easy to control, easy to maintain ... and worked wherever the assembly member might be.” Brian Davidge, Head of ICT and Broadcasting, National Assembly for Wales
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“We are pleased with the Court Bundling Trials and the support we have received ... We hope to realise significant savings in our consumables which will help us to sustain service levels and return better value for money” Forsyth Hill, Leeds City Council
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“We wanted to have a European partner with a deep understanding of incident management and different underlying technologies, Lotus Domino in this case, and Tricostar fitted these criteria perfectly.” Kari Jarnstrom, Uponor, Finland
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“Quite simply, iSupport is a high quality product. It allows us to operate an efficient service across a large group of people. It is also a source of valuable information in allowing us to monitor trends which means we can respond efficiently.” Dominic Nash, Debenhams