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By GCN Staff

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USPS seeking complaint management system

USPS envisions a CMS for complaints

The U.S. Postal Service has put out feelers for a web-based system to manage all of the documents and records that come in over the agency hotline, including those related to criminal allegations and investigations.

The agency is aiming high. In a recent request for information, USPS listed features it was seeking for the complaint management system.  Files need to be securely stored and access strictly controlled based on user profiles.

USPS also wants the system to be “highly intuitive and configurable by the user,” allowing for easy navigation from case to case or record to record, as well as throughout various sections within each digital case file. The system should also create configurable, unique identifying numbers to each allegation, investigation and hotline complaint.

The needs and requirements for managers and supervisors also need to be addressed so that they can manage and report on the work done by agents in the field. Besides offering an “extensive, user configurable system of approvals, workflows and tracking processes for the various elements within an investigation,” the system should be able to assign investigative responsibility by program area for field investigators and be capable of alerting individuals, via e-mails or personalized dashboards, that an event requires their attention.

For analytics, USPS expects the system to provide dynamic, real-time dashboards and reports depicting the status of various approvals, results, data points and pending items for current investigations and for trend analysis. It would also take advantage of API technology to interface with other analytics products throughout the enterprise network.

Responses are due Nov. 7, 2014.

Posted by GCN Staff on Oct 28, 2014 at 1:07 PM


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