US Navy Case Study
icomplaints revolutionizes the way the Department of the Navy tracks complaints.
"MicroPact and icomplaints have revolutionized the entire way we track and process complaints," explains Jaime Kajouras, Department Program Director, Office of EEO and Diversity Management for the Department of the Navy. "We have all the information we need right at our fingertips, so we're able to easily track every aspect of the pre-complaint and formal complaint process."
Inquiries and Performance Data handled in a fraction of the previous time.
In a department the size of the Navy, every field office receives inquiries about complainants continuously. Before the Navy implemented icomplaints, it routinely took weeks to track down the necessary information and respond. Now, with all the information they need at their fingertips, inquirers can receive a letter of response in 24-48 hours.
Performance reporting, too, was once an arduous task that could only be completed annually. Getting a report at other times required studying all the paperwork and making an educated guess. Now the Navy can report quarterly with absolute accuracy, and performance data can be pulled up at any time.
"We can easily determine how much money we're spending in settlement agreements, for example," says Kajouras, "and how efficient our offices are. There are so many possibilities for using the system."
Unprecedented levels of acceptance and use.
Employees in any department or organization have a wide range of computer literacy and ability. In spite of these differences, the Department of the Navy has found that everyone - including those who are most resistant to technology - has found icomplaints to be extremely easy to use.
"We have never experienced this level of user acceptance," Kajouras confirms. "People throughout the Department have totally embraced the system because it is so easy to use. When people contact our Help Desk, their questions are nearly always about an aspect of the complaint process, not about the software. And as System Administrator, I can easily make changes when I need to, without the expense in money and time of having to hire someone to do it for us.
"The bottom line is that MicroPact is committed to building great products that people will be eager to use," Kajouras continues. "They listen to what their users want and need, and design upgrades and new features accordingly. icomplaints has completely changed the Navy's complaint tracking and reporting process, making the Department more efficient and saving us money. We could not be more pleased."
About icomplaints
icomplaints is an enterprise-level, web-based application that not only provides a broad range of capabilities for inputting, processing, tracking, managing, and reporting on complaints cases, but also includes a number of specific features required by government agencies and departments for tracking and managing EEO complaints and cases.
About MicroPact
icomplaints is designed and backed by MicroPact, an award-winning company with over 300 Federal and commercial clients. MicroPact is known for its extraordinary focus on customer service, further ensuring icomplaints ' value to its users, both initially and in the future. For more information about icomplaints or other products MicroPact offers, contact Sales at (703) 709-6110.