Learning and Improvement

Whether it is the desire for compliance or understanding how to improve products and services, your organisation obtains all the knowledge and reporting it needs to meet regulatory requirements and raise standards.

Corrective actions and improvement projects

  • Case handlers can specify individual learning outcomes and also decide to initiate a project that can focus on wider improvement outcomes. The project can be defined, assigned and managed – risk evaluated, project members are recruited, meetings organised, conference calls arranged, documents and files attached, actions allocated – until completion of the project’s goals.

Compliance audits

  • Based on a monthly sample size, compliance teams are provided with a queue of cases to be checked and assessed against defined compliance criteria. Audits are completed through a customisable, intelligent form and these can be further analysed and assessed using the reporting features.

Satisfaction surveys

  • Customers may be sent a survey asking for their feedback on the complaint experience. This can be completed online or returned by post. The collected data is available for reporting and analysis.

Knowledge sharing

  • Case handlers are presented with “similar cases” when managing complaints. This allows the lessons identified in a complaint to be more easily shared across your organisation.

If you would like to find out more about Civica Complaints Management for your organisation, contact us.