Feedback case progression management overview
A feedback case is the framework by which complaints and compliments received into the housing organisation are managed through Civica Cx Housing. Typically, a member of the housing organisation would generate a new feedback case following direct contact with a tenant or other stakeholder, as a starting point for subsequent investigation in line with their customer care policy. A feedback case is structured into one or more sequential stages, which define how a case will be progressed from initial contact through to a successful outcome. Therefore, depending on the nature and implications of the captured feedback, a recorded case can often result in several stages being triggered chronologically over time, as the policy directives are applied. The overall case owner is allocated at the activation point of each successive stage and all tasks within that stage are automatically assigned to them, by default. Whilst an entire case can be managed by a single owner, this is determined at stage level, and governed by the allocation rules configured within each stage definition.
A feedback case is inextricably linked to the associated tasks that constitute the workflow path. Therefore, a case cannot exist in isolation but instead comprises a series of tasks inherent within each active stage that define the end-to-end progression steps to be conducted by the owner, and before any subsequent stage can be initiated. Hence, in reviewing the progression status of a case, it is important to take a holistic view in the context of the individual task elements. From an end user perspective, all assigned cases - at individual and role level - can readily be viewed and progressed via the 'cases and tasks' Home pane. This is in essence a 'to do' list, with real time information presented on the status of each case. Simply by double-clicking on an entry included within the list, an end user can launch and progress the case. To keep track of progress, any number of notes can be appended to each case, appearing as discrete entries within the event history log. Similarly, any number of file attachments can be linked in order to provide contextual background, and serve as a single point of reference for all related progression activities.
Defined at stage level, the timeline for a feedback case can be controlled by a Service Level Agreement (SLA), in line with the housing organisation's customer charter, calculating the required target completion date for each progression element of the case. All task components of the case must then fall within that timeframe i.e. the individual SLA target for an inherent task cannot fall outside of the overarching SLA for the parent stage. A feedback case can be placed on hold in circumstances where no action can be taken for a set period of time. For instance, it would be legitimate to place on hold a case where a follow-up telephone call has been scheduled with the principal complainant who is known to be on holiday. As part of the process, a future release date would also need to be specified for the case, ensuring that no open customer interactions remain static without a set progression point. Ownership of a case can also be reassigned at any point to take account of workload, staff absence, etc.
Separate help articles have been created for each key aspect of feedback case progression management, including: