Capabilities
Our virtual screen manager supports all browsers offering browser independence without the need for any installed components to offer a rich internet experience that makes the best possible use of the browser’s capabilities.
The interface offers
- Look and feel governed by CSS
- User Experience HTML Wrappers for highly personalised experience control
- Fully Disability Discrimination Act Compliant AA or AAA level
- Adaptable experience for public, customer, partner and staff audiences
e-Forms & Business Rules
e-Forms provides a wizard driven forms capability for data collection with business rules that guide customers and staff through data entry ensuring compliance with business processes and helping them by guiding them through tasks at each stage. The screens are easily tailored and auto-saves ensure that entries are never lost.
e-Forms offers:
- Help and guidance appropriate to task
- Seamless integration with content pages, including CMS authored ones
- Spell checker
- Conditional page flow – users only see relevant / permitted pages
Process Orchestration
Outreach™ enables sophisticated process orchestration based on workflows that control the flow of user actions based on triggered events, periodic timed actions and business rules. Actions can be escalated and alerts and reminders triggered as required.
Process orchestration is used to:
- Escalates urgent / overdue work
- Triggers alerts and generates reminders
- Collects e-approvals / e-signatures
- Supports tight integration between e-forms, documents, workflow rules, processes and permissions model
- Automated steps e.g. production & filing of correspondence
Portal Workbenches
Outreach™ supports the configurable workbench user interface that maximises ease-of-use and offer permissions based access to information.
Staff Workbenches allow users to:
- Track and monitor task status
- Search historical information
- Present task lists
- Selectively access tasks based on their roles
- Managers can see progress overviews and reassign work
- Archive & retrieve tasks
Participant Desktop(s) for Public/Customer/Partner provide:
- Secure self-service access via web portal
- Self-service tracking / monitoring of case/task status
- Access to historical case / project information
- Personalised desktop based on user role for ease of use and data protection
- Structures and guides collaborative working
- Supports multi-agency working
Bookings
Outreach™ enables the creation of booking solutions that provide a shared electronic diary accessible by authorised staff to make, move and cancel bookings.
Customers can book events, resources or appointments self-service via easy to use guided web screens.
Staff save time from not having to deal with customers on an individual basis and benefit significantly from accelerated access to the booking system.
Bookings enable:
- Management information and utilisation reporting.
- Customers are able to view and search availability, place a booking, and make single or multiple bookings.
- Staff can manage and set up new events, resources and appointments
- Centralised electronic diary prevents double booking
- Ad-Hoc staff report creation
Security Services
Toplevel have a strong focus on security since Outreach™ is designed for online web based services. We are ISO27001 accredited. Outreach™ incorporates many server hardening and security measures, including both an architecture that supports multiple firewall layers and transaction logic to guard against denial of service attacks.
Frequently we commission security reports on behalf of our customers using different CLAS and CHECK approved security firms, which benefits our entire customer base since they feed into our R&D programme to further the security approach in Outreach™.
User Profiles
Flexible user profiles offer configurable extra user information, together with a fine grained, powerful system of roles, groups and departments to protect access to your sensitive information. An out of the box, self registration module with ready made password reminder options and different levels of password rules to match your business process for secure authentication and logon control is quick and easy to setup.
Can be used standalone or integrated into other systems for single sign on, with dynamic synchronisation with other profile sources.
Electronic signatures
Outreach™ electronic signature module locks down and secures information at the point of signature using powerful encryption / hashing techniques. Used to lock an e-Form or hide sensitive data following signing, and integrated with process orchestration which audits the contents at the point of signing, so that documents can be checked later to verify that they haven’t been altered since signing.
Add security to collaborative, multi participant approval workflows by selectively signing and locking part of an e-Form / document.
Document Creation
High quality documents can be produced, incorporating information captured from users, data from linked data sources and predefined template text and graphics. DTP style precision page layout is supported, also page layouts can be produced based on styles sheets and layout rules for quick publishing.
For ease of use, document information can be re-purposed to create different views for different participants. PDF, Word and XML are all supported.
Document Store
The system can accept documents in any format and store them with the associated task for subsequent retrieval. Uploaded documents can be forwarded with the task. Document upload is controlled by configurable business rules so can be limited by type and size. Where documents are accepted from customers or third parties over the internet, the system can be configured to check for viruses.
Developer
Programmers can develop extensions using familiar standards based languages including VBA compatible scripting or .NET development environments. Code can be made available as a project library such that non-programmer designers using the system can call on these services without needing programming skills.
Messaging
Distributes messages and documents to users based on workflow rules. Supports co-browsing; customers can securely permit contact centre staff to view their screen to provide telephone guidance.
Sends alerts, confirmations, messages and acknowledgments using web, social networking, mobile and email channels.
Load Balancer
Scales up Outreach™ so that multiple virtual / physical environments can work as one integrated solution. This allows the solution to cope with high volumes of concurrent users and/or large numbers of transactions
Integration
- ADO/ ADO.Net database connector for SQL/Oracle
- Full relational database mapping
- Entity framework support
- Batch output, e.g. CSV, of structured data files
- XML input / output
- Web services / SOAP / SOA
- LDAP
- MAPI
- SharePoint connector
- e-Payments connector
- Postcode lookup integration
- GIS integration