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Providers of 100% Web-based Solutions to the Public & Corporate Sector

Timebase  - Statutory Complaints Management for Children & Adult Services

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 customers should be avoided by 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 can be modified to the exact way you work:

  1. Adult & Community Services Statutory Complaints Procedure (ACS)
  2. Children and Young People Statutory Complaints Procedure (CYP)
  3. The Mental Capacity Act Deprivation of Liberty safeguards (MCA DOL)  


Key Features:

Complaint Tracking

Never lose an issue/service request in the organisation through tracking and recording of all requests through all stages of response.
All issues are date-stamped at time of resolution or escalation for internal management and for external auditing of service success rates.
The person working on the complaint is always visible as are any later participants or managers as the request is moved through the authority ensuring the ownership and accountability over requests as they progress.

Case Management
Capture and track every interaction with every Customer, Complainant,  Stakeholder and Team Manager regardless of customer touch point or channel of communication.
Maintains a complete case history with instant access to all previous issues and customer interactions.

Escalation & Notification

Manages the complete process from assessment of the incoming complaint through stages 1,2 3 and 4 to completion.
Sets up rules to automatically escalate complaints if not closed within certain time period.
Receive notifications automatically when complaints are not resolved within a certain amount of time.
Receive notification instantly through email, web browser, phone etc.

Escalation & Notification & Communications

Assign, schedule and track phone calls and meetings and view records of previous meetings.
Send emails (plain text or HTML) and attachments and record communication for future reference.
Attach documents – white papers, quotes, literature from the document Library.

Document Management

Full document and document template library.
Documents can be linked to customers, complainants, stakeholders, team managers, complaints and knowledge management profiles.

Reporting

View and measure call turn around time and understand what is taking longer to resolve and why.
View complaints by category, outstanding and unresolved issues.
Full graphical reports for weekly, monthly and quarterly management meetings.

Knowledge Management

Share customer information internally or externally to allow customers and partners to resolve their own issues.
Build a library of solutions to common customer issues to help the complaints management team resolve issues faster.


General Features:

The only demonstrable Shared Service ready product.

100% web based - Accessible either from your local intranet, or remotely on a laptop or PC.

Fully integrated with Microsoft Outlook, Lotus Notes Calendaring and Mail and Novell Groupwise.

Fully integrated with Microsoft Word and Office products and all versions of Adobe Acrobat.

Full search facility down to word level; including saved search facility.

Granular Security down to field level.
"We have used Tricostar’s Timebase system for some time and we are very happy with the service and support offered by the company. We wanted to introduce a new system with wider functionality, and after looking at several other systems, we opted for Timebase Case Management because we felt it met our requirements. We were attracted by the ease of use and flexibility of the service, and we trust Tricostar to deliver this service to a high standard."
Alison Mitchell, Principal Solicitor and Assistant Head of Legal, at Epping Forest District Council.
"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, Business Manager, Legal Services, The Royal Borough of Kensington and Chelsea

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Tricostar | 11 Limes Court | Conduit Lane | Hoddesdon | Hertfordshire | EN11 8EP | UK