Today's compliance minded business and operational environment needs to be prepared for unparalleled public scrutiny, stakeholder participation, and the potential ultimate escalation to the legal system.
Critical processes need to be executed with the highest possible quality management of due process, correspondence and communication management, consistency of application of process and exemplary customer service.
At the same time real-world cost pressures are placing escalating demands on efficiency, universal access, flexibility and ease of use.
Open Office's platform natively integrates a complete range of document management, scanned document imaging processing, client portals, partner portals, remote and handheld devices, spatial systems, and full audit trail / change tracking - everything you need to achieve efficient and effective operations appropriate for the most particular of compliance minded clients.
Select the functionality you want to suit your needs and budget from the comprehensive set of base platform options. You can enable additional functions later as budget and management focus permit. Base platform options include:
Quality management and quality service depend on a single view of customer across all modules, services and interactions. Open Office integrates a unified view of every contact across all of our standard and customised modules, portal self-service access and seamless connectivity with external sources of customer information from your finance, billing, rating and spatial systems.
Effective quality management hinges on your ability to manage and appropriately authorise continuous improvements to the core policies, processes, procedures and other quality documents that define good practice for your organisation. Open Office gives you control on the maintenance, programmed review, release and publication of these critical materials to give you a reliable basis of operations.
Visibility of service exception reporting (failure to achieve pre-defined service responsiveness targets) is vital to the delivery and management of reliable quality services. Open Office provides service escalations (real-time response) and statistical oversight (historical summaries) of any process step to allow management to respond appropriately to both immediate service issues (spikes in demand or staffing issues) as well as the longer term ever-changing nature of client service demands.
The modern organisation needs to maintain the forensic integrity of its transactional and contact records, be it a matter of commercial transactions, due handling of risk management issues, or a statutory requirement to maintain the public record. Open Office provides a full audit trail of changes to the record sufficient for the most particular of client requirements.
Every interaction with an individual client needs to achieve quality standards and be tracked as part of the corporate record. Open Office maintains a unified view of all interactions including phone logs, faxes, emails and written correspondence. Individual or bulk outgoing correspondence is based on standard pro-forma letters in which any authorised changes are tracked.
Scanning, sorting, attaching and managing online correspondence no longer requires massive investments in hardware and software. Small and medium organisations, or individual departments can now effectively implement on-line correspondence systems where every incoming document is scanned, attached to the customer record, and managed to completion through online process. Open Office handles this process integrating with your existing scanner or copier solutions, or helping to upgrade your technology to the necessary levels.
Best practice procurement and contract management practices call for the central storage, programmed review, risk management, expenditure forecast and managed accountability for all major corporate contracts. Open Office provides a complete process basis for best practice management of your critical corporate contracts.
Executive and director level visibility of high quality risk management processes is vital to the appropriate governance of both commercial and government organisations. Open Office provides quality management processes to ensure that risk management and related risk mitigations are considered, rated, reviewed, approved and communicated to all relevant stakeholders.
Applying due care and attention to the highest risk transactions enables the lowest risk approach to effective and efficient process management. Open Office enables the identification and escalation of high risk transactions to ensure that appropriate skills and due management focus is brought to bear on the issue that have the potential or likelihood to cause difficulty before actual problems arise. Standardised transaction risk management can be applied to any processes throughout the Open Office suite and custom developed modules.
Increased efficiency, self service and high value stakeholder interaction are enabled through appropriate secured and controlled access for staff, clients and partners. Open Office enables the selective deployment of strict quality processes to key stakeholder groups allowing a closer more valuable interaction without loss of quality practices and control. This system enables contractual or implicit outsourcing of functions to individuals and agencies without loss of control and ownership for your organisation.
High quality customer interaction can occur anywhere at any time. Best practice demands that interaction to be fully-informed, to comply fully with due process and often to produce immediate update of core systems, records, transactions and receipts. Open Office enables the export of any specific process, or complete systems access to fully mobile handheld, tablet or laptop technologies to enhance and empower your increasingly mobile workforce. Click here for more information.
Spatial tracking of client interactions is increasingly critical to best practice client management within the office for better understanding of the trends of your client demographics and on the road to empower your mobile workforce. Open Office enables complete integration for those of you with specialist spatial management systems, and utilisation of a raft of new generation of internet mapping services (eg: googlemaps) for those without.
Financial management is always core business. Open Office provides invoicing, reconciliations, B-Pay, real-time payments and other services to seamlessly operate the complete range of renewal payments, chargeable services, audits, penalties, user-pays queries and events bookings - fully integrated with your existing financial management systems.
Best practice stakeholder management calls for proactive managed contact with your categorised stakeholders in a way that fully aware and incorporating of the high quality responsive services that make up your day-to-day operations. Open Offices platform allows you to identify the pattern of responsive and proactive contact associated with every stakeholder in order to determine appropriate targeting of further outreach communications.
Open Office is Australia's leading provider of high-function, integrated, statutory and compliance management systems.
Contact us now for a no-obligation estimate of the effort required to integrate and customise from our platform and modules to deploy your critical business processes.