USDA Case Study
Updating with MicroPact's latest technology helps the USDA handle complaints with even greater speed and efficiency.
"The ability to take quick action is critical to resolving a complaint," says Maurice Thompson, Program Manager at the USDA. "If we can gather all the data involved in the complaint quickly, and make it accessible to everyone who needs to view it at the same time, we can often take action to resolve the complaint in mediation, before it becomes formal. That's the optimal outcome, and the one we always hope to achieve."
Choosing MicroPact the first time around
In 2004, the USDA went looking for technology that would help the agency manage its complaint cases more efficiently. After researching numerous companies, they chose MicroPact for its icomplaints and eversity products, and the company's ability to put these products to work quickly for the USDA.
"Many other companies wanted to build us products from scratch to our specifications," Thompson continues. "But MicroPact had products that were ready to go and could quickly be configured to USDA requirements."
With these new systems in place, the USDA was able to gather data easily in one place. Cases could be resolved more quickly, often with mediation, so both the agency and the public were pleased.
Adding entellitrak for even greater efficiency
One of the goals at the USDA is to ensure that the systems and processes they utilize are always on the leading edge of what technology has to offer. So even as the USDA installed these systems in 2004, they had such a successful experience with MicroPact's icomplaints product that they decided to use another one of MicroPact's products, the entellitrak suite, in order to keep up with the newest technology as it became available.
That's why the USDA recently decided to update other arms of their systems with MicroPact's web-based entellitrak Civil Rights (CR) and Alternative Dispute Resolution (ADR) Editions. Now, data can be captured electronically in one place and be accessible to anyone who needs to review it, reducing both paperwork and files. The web-based system makes it easy to track complaints, names of all individuals involved, referrals to mediation, resolutions, continued follow-ups, and costs.
"According to the Presidential Management Agenda (PMA), the USDA is required to use technology updates to increase efficiency and reduce costs wherever it's feasible," Thompson explains. "We are able to do that with MicroPact. And their training makes the system very easy to use at all levels of the agency."
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 entellitrak
MicroPact's entellitrak is a highly flexible, user-friendly web-based tracking system that offers a suite of products designed specifically for government agencies and mid-to-large companies. The system is unique in that agencies and companies can easily configure it according to their individual needs, without calling a professional to set-up the system or to make changes later. Users save in reduced implementation time, development and maintenance costs, making entellitrak an affordable alternative to customized software solutions.
About MicroPact
icomplaints and entellitrak are 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' and entellitrak 's value to its users, both initially and in the future. For more information about icomplaints, entellitrak or other products MicroPact offers, contact Sales at (703) 709-6110.