Central government

UsefulFeedback’s software for Central Government is designed specifically for feedback case management needs of government. This covers complaints, compliments, the management of Parliamentary Questions, Ministerial Correspondence and other areas. An easy to use, cost effective and intuitive system, UsefulFeedback makes it easy to capture, manage and report on complaints, comments and informal feedback regardless or where and how the customer contacts the organisation.

Government bodies and agencies, with their many directorates and departments, need a correspondence management system that allows them to be consistent and efficient. It has to foster collaboration and give transparency of information across the organisation. It needs to deal with differing types of enquiries, requests, complaints and feedback, not just about the government organisation itself, but about all its network of partners, arms-length agencies and other external service providers.

By using UsefulFeedback for Central Government, you’ll have the technology and methodology to capture and manage all of your correspondence in a unified and consistent manner. The software will enable you to handle the various processes efficiently as well as give you a thorough understanding of their issues by allowing you to analyse and track feedback, complaints, enquiries and information requests.

UsefulFeedback’s software for Central Government can enable you to rollout standard correspondence management policies across your organisation. And what’s more, the data that is collected is organised in such a way to make analysis easy, providing a fast and convenient way to demonstrate service levels and drive organisational learning.

UK G-Cloud

We offer services on the Digital Marketplace (formerly known as Cloudstore). We offer 3 services:

• Processing OFFICIAL data (and holding a Pan Government Accreditation from CESG for this)
• Processing other data
• Implementation Services

Industry features

Industry features include:

• Capture full accurate and standardised information
• Streamline and automate your correspondence handling process by utilising individual workflows for differing departments
• Empower external service providers to collaborate in the drafting of responses
• Comprehensive management reporting to identify areas of concern, underperforming departments or service providers

Core functionality

Core functionality includes:

• Minimal training required – powerful tools delivered to those staff regularly handling correspondence and a simple email and web form based interface for all other staff less frequently involved in complex processes
• Easy to use contact management interface – giving staff the tools to quickly and efficiently capture correspondence and track progress on behalf of a customer
• Automated case assignment – customer cases are automatically routed to relevant team for prompt handling and resolution
• Intelligent workflow – prompting case handlers to carry out the right action at the right time
• Root cause analysis – comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to quickly understand and address underlying causes
• Geodata options – cases can be linked, using a map interface, to a specific location – providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues