Case Work
Bulk Operations
This
release introduces the ability to perform a wide range of bulk
operations on all or a selected set of cases that are returned by using
the platform’s flexible search features. This eliminates the need to
process changes on individual cases where these changes are similar, and
drives efficiency in overall case management.
The available bulk operations are as follows:
Add Assignees: Add one or more assignees to the selected cases.
Export as CSV: Export the cases to a CSV file that can be downloaded in the Reports application.
Category Change: Change the category of the selected cases.
Generate Case Summaries: Generate a summary PDF report of the selected cases.
Remove Assignees: Remove one or more assignees from the selected cases.
Set Follow Up Date: Set a single follow-up date for all of the selected cases.
Status Change: Change the status of the selected cases.
Tag Associated Contacts: Add tags to the contacts associated with the selected cases.
As well as the following that can only be done by Office Administrators:
Delete Cases: Delete the selected cases.
Set Due Date: Set a single due date for the selected cases.
Sub-Status Support
Prior
to this release, overall status tracking was limited to individual
cases being open or closed. It is now possible for case office
administrators to flexibly configure sub-status options for both open or
closed cases, to specify default sub-status values if desired, and to
configure whether user selection of a sub-status is mandatory or not
when general case status is open or closed.
Source Channel
Tracking
data associated with cases has been expanded to include the channel
from which the case originated, providing insights on how citizens are
choosing to report various types of issues. This information is now
accessible from the case work dashboard, and shows whether each issue
was entered by staff through the web application, reported in on-line
web form, or forwarded by email.
Show Nearby Cases
For
case creation in the web application, there is now an option to show
other similarly categorized cases in the same vicinity. With “Show
Existing Cases” selected, the location of nearby cases will be shown
along with a count when there is more than one. Hovering over the icons
on the map will display the case ids for other existing cases.
Case Merge
There
may be scenarios where multiple cases for the same underlying issue are
created for a contact. For this reason, a case merge feature is now
available to simplify searching and selection of duplicate cases,
automatically merging and extra information from the duplicate into the
primary case, and deleting the duplicate when complete.
Intake Templates
Intake templates can now be used when adding notes on existing cases,
both from the Case card and the standard Case View / Edit screen.
Disable Emails to Staff
For
inbound email channels specifically, configurations have been added in
case office administration to disable automated emails to staff when
cases are created or updated.
Email Templates
The
metadata for email templates has been enhanced so that Contact email
addresses can be included in dynamically generated case emails.
Case Find
When
searching for Cases, a new Location (map) option has been added to
locate cases that fall within a free form or circular boundary.
List Builder
Contact Mapping
When target criteria are used to identify a set of contacts in the List
Builder, the option now exists to display the locations for these
contacts on a map.
External ID Support
When
“Show All Criteria” is enabled, the List Builder now includes the
ability to use external ids as target criteria. Four separate external
ids are supported with operators that include “Contains”, “Exists” and
“Starts with”.
Last Updated Support
For
contacts specifically, the List Builder now supports a “Last Updated”
criteria option. This makes it simple to identify all contacts that have
been modified according to a wide range of available date operators.
Source and Due Date Support
For cases, the List Builder now supports criteria options for “Due Date” and “Source”.
Mobile Application
Landscape View
With this release the AccessE11 mobile application has updated to support landscape viewing.
Support for Source Channel and Case Sub-Status
The
mobile application has also been updated to fully support the Source
Channel and Sub-Status features described above to fully align with the
web application.
Other Improvements
Terms and Conditions
An electronic signature option has been added for accepting Terms and Conditions.
API Enhancements
A number of enhancements were made to the platform APIs to further simplify integration to third-party systems.