• Manage the high level Workflow process used for reports captured via Case Service
  • Setting the Review Levels used to control how reports are reviewed and approved
  • Enabling step for staff who have Filing Authority to manually assign case numbers to incidents
  • Using Case Service without RMS integration with Data Entry staff in the workflow
  • Specify the output actions of Case Service (i.e., export to your RMS vendor's system)


Okay, the other video just covered the Branding under Agency Setup. Now, we’re going to move over to Workflow.

Workflow is intended to give you some flexibility when we deploy. Typically, it’s going to be a set it and forget it. You’re never going to come back to it, but for some agencies who want to deploy a little early, before their RMS vendor has integrated with Case Service, what we can do is we can deploy in a manner that allows to define the best Workflow near term and then when we go to a vendor integration, we can kind of change the Workflow to make sense based on the integration place.

Within the Workflow area, there’s Review Levels, User Authority and then the RMS Vendor Integration. These options give us the flexibility to accommodate just about any Workflow request and integration request.

The Review Levels - this indicates the number of levels of review a report is going to go through before they can be considered approved. So, if you’re going to do 1-Step Review; 2-Step Review; 4-Step Review. If you need to go above five, we can. The point here is it’s a workflow engine and when you think about how many people you want to look at the report before it’s reviewed, or if for some reason if you want it to be looked at a couple times, you know, a patrol desk officer, a supervisor and then you want it to go to a detective. You can kind of go three steps. So, it’s flexible. Most agencies do two steps if they are not integrated, or even sometimes if they are integrated or if they are integrated, they will do a one step. It’s just kind of depends on the integration.

When I say the steps of review, again, the report comes in from the citizen. It’s looked at and reviewed once by, usually a person who is little more knowledgeable on the finer details of taking that type of report, and then it goes on to a supervisor to make sure that it was done right. That would be two steps. That is the Review Levels.

User Authorities - now, these are specific users in the platform. We’re going to have defined authority. They’re going to have the ability to have filing authority, which would be an option that if this is turned on, puts another Workflow step in the agency that it has this user enter into the case number for that report after it’s been approved, or even before it’s been approved. Again, it’s a user defined spot in the system on the person’s account. So, when they look at a report and say, yeah, this report should get a case number. If they have a generate a case number outside of an RMS, and records system, or an automated field reporting system, like an AFR, you’re generating your case number inside of a CAD system and you don’t have that integration point. This allows us to bypass the need for the integration into CAD and a records or automated field reporting system and just have the case number hard keyed in and typed in by someone with the agency during that review.

And then the data entry is - let’s say there is no RMS integration, but there are office personnel and it makes sense to have that office person to go through the report and just copy and paste the data from our system into the records system. We have had agencies do this and, frankly, it takes about three minutes for an office clerk to copy and paste data from one system into another. So, when you looked at delaying the deployment of Case Service for a period of time because of the vendors we need to integrate and just the time cycles to work with them versus deploying now, having some office clerks do the data entry and then being able to undo that when the time is right and go ahead and click on your RMS vendor and then update the Workflow. That makes a lot of sense. So, that’s how that works.

The RMS - this is a case by case basis based on the RMS. Every RMS is going to be a little bit different and we’re going to be looking at each RMS, but for the most part, we’re going to select them from the drop-down list. We’ll throw in the connection info and we’ll save it. That will tie it into that records system.

Okay, so we’ve covered the Workflow information for Review Levels, the User Authorities and the RMS Vendor Integration. If you have any questions about this, feel free to reach out to us at Ten8Tech.


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