The Information Management assignment requires us to identify an IT related problem in our work place and solutions that have been put in place from start to end in order to execute the project that would palliate to the defection of the system. This was a timely exercise for me as I have been thinking about how to deal more efficiently with residents complaints in regards of the services provide to them. The process so far: At the moment the resident calls the Supported Housing Office about its complaint.We take his/her information and send back a complaint form, then at the reception of the complaint forms, we send it to the Complaint Office that will collect and study the claims and compile answers that the complaint director approves and signs. Nevertheless, if the client is dissatisfied about the outcome, he/she can call back and ask for further explanation; as Administrator Assistant and first point of call, we do not have answers since we did not investigate the matter, hence we do not have access to they records.
The proposed process: A decision has been made to deal with this through a computerised system that will deal with complaint on a more effective and efficient way. In practice, by just logging onto the system, we should be able to see the client file and give appropriate information the customer needs. Initiating the project: The SH department appointed a steering committee to organise the project. The primary function of the committee was to hold responsibility for the feasibility, business case and the achievement of the outcomes of the project.
The feasibility Team and the System Analyst would investigate on the more comprehensive study on the project; together, they will determined the system requirements. An investigation report is elaborated and submitted to the steering committee for approval. The system analysts will the group the Needs details looking at all aspects of the plan. Execution of the project: The System Analyst will move to the development level where detail on methodology is examined, data flow diagrams are designed.Then we move to the stage of implementation and installation where the system analyst examines the Human Computer Interaction that regulates the number of databases and forms in the system.
The software was installed and trials executed. So far the project has been proven successful. 1. Introduction I work as an Administrator (Appendix1) for an organization called Centrepoint who is a leading charity for young homelessness people. (Appendix 2) Investment in modern IT systems is important for the modernisation of service delivery for Centrepoint.This record shows the business case for an investment of the organization resources to acquire additional software to enhance the current system. The objective of the investment is to implement a system that will support the organization transforming its complaint service. Centrepoint has a Complaints section that deals with all clients complaints.
However, we recently received a huge amount of complaint calls in the Supported Housing Office Department from tenants that have made a complaint but still remain dissatisfied.As a last option, they ring the Senior Supported Housing’s office asking for his personal intervention into their complaint. At the moment, when the client rings up, we take the information and pass this to the Complaint’s Department, who investigate the matter. However, we often have clients calling back unhappy with the response they have received.
At this point they feel that they have exhausted all other avenues and demand to speak or see the Senior Housing Officer.This is very stressful for us, members of the SHO’s office as, firstly we do not have access to client personal information and secondly, we are not investigating the complaint. However, the clients are only interested in answers and expect that we can retrieve this information with the click of a button.
Our jobs have become extremely complicated both with the distressing calls that we take and even worse, with the unannounced complainant that will turn up in person.When they turn up in person, they are so angry they charge straight past us and on many occasions we have had to call upon security for help. A practical way of dealing with the complaints is imperative. I have suggested a computerised system that will log every stage of how the dissatisfaction is being looked at; by logging onto this system, we should be able to get vital information which we can pass to the client. Once the system is up and running the System Analyst together the Steering Committee will review the project.A post implementation review will be executed and when benefits are realised, the project is closed down. Lessons learned along the way and the benefits will be taken on board for future cases should they be any.
8. Recommendations For the time being, we are lacking an electronic system that can help us follow the progress of complaints. This enforcement core role is to find solution and reduce the complaints procedures. We presently have to deal with the complainants because all the letters have to be approved by the Senior Housing Manager personally.Meanwhile, neither the investigations nor the letters are generated from our service. This is done with individual Supported Housing Officer or Administrators within the service. While we take these calls we should be able to answer queries as they arise. So far, the tests have been successful, the organisation is now looking to pilot the system in areas such as the Maintenance Department whereby staff can check that tenants have reported repairs to be done and that staff have booked for the correct dates in which job can be done.
Similarly with the Maintenance office it is proposed that read access will be given to the Complaints Department to help them with any investigation shall it be the case. The Charity is also looking to obtain Foundation Trust status by 2010 and this will also help with our status where we are able to prove that whilst things can go wrong, we also have the ability to investigate and turnaround the complaint quickly and effectively.This report explains in a summarised way, how a project can be feasible and shows different stages related to the system development from the system initiation, its development and its implementation. Information is vital for any business.
Without the flow going from an entity to another, the life and the future of any company is bleak; I knew that working with personal data was protected by policies and regulations but I have not realize yet power data had in itself. Data make and sustain businesses. They are the business ID.