“We chose HCL because they are the only company focused on business rather than just technology... They offered an end-to-end solution with single point of ownership, which no-one else could match.”
- Chief Superintendent, head of change management, a constabulary in the UK
iGOVERN™ Complaint and Quality Management (CQM)
"iGOVERN™ CQM is a web-based case management solution designed to meet the needs of all stakeholders including Public Utilities commissioners, executives, utility companies and citizens. The solution provides a complete automated environment to manage organization workflow and help PUC staff manage the case life cycle. iGovern CQM has been designed to save significant time and cost for customers while allowing them to extend the available functionality.
Solution Drivers
- Improves customer service
- Expedites complaint resolution and case management process
- Controls sensitive information by limiting access to key stakeholders
- Efficient resource utilization by providing workflow and document management solution
- Ensures transparency and accountability by providing centralized information repository
- Reduces carbon footprint
Highlights
- Integrated workflow and document management capability
- e-Filing of complaints, cases and non-case related documents
- End-to-end tracking of complaints and cases
- Better communication between stakeholders through automated notifications and alerts
- Business rule configuration for complaints, cases and non-case documents
- Ability to associate electronic versions of documents with complaint and case metadata for proper tracking and retrieval