Day 10, 100% success ratings
19 April 2008 08:25 | Leeds, Help Facility, Notify and Repond, Implementation, Action Plan, ALMO, Tension | Permalink
Back in London, and a chance to go through the Customer Feedback forms we handed out on a very rushed Friday of meetings and workshops.
Definitely a success. There were 5 representatives from the 3 ALMOs present on day 10.
Score for "Was the amount of time spent about right" - 5 out of 5 said YES.
Score for "Do you feel Caseworks can accommodate your needs" - 5 out of 5 said YES.
Any doubts?
One delegate indicated a desire for more understanding of the system before the session started. One regretted not having worked out their own procedures better before the two weeks started. One delegate wanted more individual time for his ALMO, rather than everything being a team activity.
General Comments?
Maddy Edwards, East North East Homes, said "Time spent on customisation was quite intense at times, but was necessary in order to achieve the desired outcome"
Our thoughts?
Very hard work! It felt like doing two jobs at once - a day of workshops, followed by an evening of customisation and enhancements.
Very difficult to deal with, effectively three customers, in the same workshop. Each ALMO could easily have justified their own database. I had a great deal of sympathy with the representative who would have liked one-to-one time. I hope we can provide some of this in subsequent meetings planned in Leeds.
Customisation might have been easier, if everyone had better understood the system and if they had got together and found more common ground on their procedures and forms, before we started.
Is there anything in this for other customers, who have had to wait for upgrades / enhancements?
Definitely. We have implemented many enhancements, most of which will be of general interest. Here are some of the more significant ones.
Definitely a success. There were 5 representatives from the 3 ALMOs present on day 10.
Score for "Was the amount of time spent about right" - 5 out of 5 said YES.
Score for "Do you feel Caseworks can accommodate your needs" - 5 out of 5 said YES.
Any doubts?
One delegate indicated a desire for more understanding of the system before the session started. One regretted not having worked out their own procedures better before the two weeks started. One delegate wanted more individual time for his ALMO, rather than everything being a team activity.
General Comments?
Maddy Edwards, East North East Homes, said "Time spent on customisation was quite intense at times, but was necessary in order to achieve the desired outcome"
Our thoughts?
Very hard work! It felt like doing two jobs at once - a day of workshops, followed by an evening of customisation and enhancements.
Very difficult to deal with, effectively three customers, in the same workshop. Each ALMO could easily have justified their own database. I had a great deal of sympathy with the representative who would have liked one-to-one time. I hope we can provide some of this in subsequent meetings planned in Leeds.
Customisation might have been easier, if everyone had better understood the system and if they had got together and found more common ground on their procedures and forms, before we started.
Is there anything in this for other customers, who have had to wait for upgrades / enhancements?
Definitely. We have implemented many enhancements, most of which will be of general interest. Here are some of the more significant ones.
- An Interview Preparation Screen, which will compliment the planned mobile solution
- A Counter Allegation facility, which will save everyone a lot of time
- A Tension monitoring database, previously requested by two customers
- Action Plan enhancements
- Context sensitive Help facilities
- Numerous enhancements of Notify and Respond, to make it suitable for Estate Inspection
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