iCasework Launches New Case Management Product for Public and Private Data Management Requests

23 November 2011

ManageMyRequests to help public sector and private organisations better capture, manage, respond and report on information requests

iCasework, provider of on-demand case management systems to the public and private sectors, today launches its new information management solution, ManageMyRequests, designed to help organisations better manage and report on any information management request, including Freedom of Information Act requests, Environmental Information Regulations requests, personal information requests, public record requests and law enforcement agency requests for disclosure of client information.

ManageMyRequests is an on-line, on-demand solution that automates and manages the relevant processes and necessary correspondence between the initial inquirer and those involved in information retrieval. From the point of the initial request, the organisation must provide the relevant information within the specified timeframe as defined under the appropriate legislation, unless one of the exclusions, such as national security, applies. ManageMyRequests enables caseworkers to manage exclusions and exempt a request based on the legislation or regulations, and has automated correspondence templates that ensure the relevant exemption references and details are provided to the requester.

ManageMyRequests also comes with industry-specific templates, which enable organisations to comply with the regulations and legislation unique to their sector.

Hans Grefte, Product Development Director for ManageMyRequests, comments, “Through ManageMyRequests organisations are equipped with a specifically designed solution that can remove the risk of failing to comply with their legal obligations to provide information on time and to specification. Many public bodies and some large commercial organisations, such as financial institutions, are currently struggling under the sheer volume and complexity of requests being made – with no reliable system in place to track and monitor the progress of individual requests from beginning to end. As a result, the request can get lost, misinterpreted or delayed. ManageMyRequests however allows organisations to manage the deluge of requests, process them appropriately and ensure that all areas of compliance are being adhered to in the process.”

Using ManageMyRequests, information requests can be easily allocated or re-allocated between departments and processes, with specific tasks or responses within a case further allocated to teams or individuals as appropriate. Multiple departments can seamlessly input to cases, with interaction automated through email and e-forms. Target response times are set in accordance with the industry-specific regulations or legislation.

ManageMyRequests stores the request information in one central location, with the ability to attach documents, scanned images and telephone recordings to cases to ensure caseworkers have all the information they need at their fingertips, while every single action or update to a case is audited, providing a complete record of each process step, with 'actions' and 'events' presented through a timeline view to deliver an instant picture of a case's progression over time.

Grefte concludes, “With no upfront license fees, ManageMyRequests also provides companies with an efficient, reliable information request management system that can help improve the levels of trust between an organisation and its customers. All that is required of the user is web access, and immediately they are able to begin managing their information requests effectively and efficiently, with the ability to ensure that they have the request tracked from start to finish.”

Tony Monachello, Service Manager, Information Management, at Harrow Council concludes, “ManageMyRequests has been instrumental in managing our Freedom of Information requests, it has enabled us to process requests quickly and efficiently which means that we are not only compliant with the Freedom of Information Act but are also able to deliver a high level of service to our community.”

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