VerseOne BPM for NHS

VerseOne BPM for NHS

VerseOne BPM (Business Process Manager) is a full web-based application for dealing with tickets and communication. Drawing upon the publishing abilities of VerseOne CMS (Content Management System), VerseOne BPM delivers a system for organisations to manage complaints, appointments, calls, care providers, contractors, and FOI requests.

• Enable patients, staff members, GPs, and suppliers to raise tickets and issues
• Manage all calls and issues as priority-driven tickets
• Track all conversations, internally and externally
• Communicate responses and comments through the web, email, or SMS
• Assign tickets to staff, contractors, care providers, or other stakeholders
• Enable users to update ticket statuses
• Allow remote login through a web interface or through a mobile-optimised interface
• Schedule callbacks, meetings, or appointments
• Use Task Manager to set reminders and build automated workflows
• Report on efficiency, KPIs, and SLAs
• Integrate fully with VerseOne CMS Web, VerseOne CMS Intranet, and VerseOne SRM

What Benefits Does VerseOne BPM Offer?

• It eliminates the use of cumbersome spreadsheets across the business to manage incidents and responses, which often need to be verified and reconciled manually, taking up huge amounts of time and resource and sacrificing information quality.
• It removes the need for multiple, single-process specific, expensive applications that bloat the number of systems people need to learn how to use and add to the burden on IT departments.
• It removes the need for users to adapt their working practices to their tools, which takes up users’ time, reduces their mastery and understanding of their work, and subtracts value from the organisation.
• It reduces the time and resource needed to manage processes by providing all parties with multiple ways to log and respond to incidents.
• It makes formal reporting on incidents and processes easier and more reliable by limiting editing after-the-fact and linking actions to users and customers for full auditing and ticket histories.
• It releases users and their customers from dependence on desk-based PCs by operating in the cloud with any web-enabled platform.

What Makes VerseOne BPM Unique?

VerseOne BPM is:

Totally Customisable—The customer’s own workflow is mapped onto the system, so that they keep all of their customary actions, responses, and escalation paths and do not have to change their way of working to suit the software.

Flexible—The application can be used for many different types of processes that require communication between a number of different parties or participants. Because it is not limited to one type of process, it can provide a major return on investment (ROI) and reduce the number of business software systems required across the organisation.

Convenient—Because tickets and stubs can be logged via so many different channels, an organisation and its customers or stakeholders only need to have access to the web, rather than any specific tool or piece of hardware. Parties can choose how they wish to receive notifications and log new actions. Additionally, most processes within VerseOne BPM can be automated, reducing manual workload for staff members and saving man-hours across the organisation.

Secure—Access to ticket information is username and password controlled, and BPM administrators can choose what information is included in notifications to other parties.

Ideal for Governance—Tickets in BPM cannot be edited once they are closed, ensuring that the process is recorded accurately throughout its life-cycle. Tickets can be archived and fully audited to meet reporting and governance requirements.

Extensible—The application consists of a number functional modules that can be added as requirements change, allowing VerseOne BPM to grow and change in line with the organisations using it.

Interoperable—VerseOne BPM can link to back-office business systems and legacy data, ensuring that existing content remains accessible and useful despite the introduction of new software.

Integrated—Through the Atlas Framework, VerseOne BPM can be integrated with:

• VerseOne CMS, and thus the organisation’s website or intranet
• VerseOne SRM, to link processes and tickets to contacts and other organisations
• VerseOne Datafish, for a secure web portal linked to a back-end customer management database

Who Can Benefit from Using VerseOne BPM?

IT—Support or helpdesk, project management, project collaboration, bug-tracking

Customer Services—Support or helpdesk, complaints, requests (e.g. repairs)

HR—Expenses, holiday booking, recruitment, disciplinary procedures

Procurement/Finance—Purchasing, tender processes, contracting, invoicing

Corporate Affairs—Project management, project collaboration, asset management

Governance—Tracking and reporting on internal processes and formal exercises

Communications and Engagement—Project management, project collaboration, complaints, requests

Last updated: 16 May 2012