BRYK Group was commission to develop a case management system tailored for use across three separate entities within the DHHS (the Office of the Chief Psychiatrist, the Mental Health Complaints Commissioner, and the Office of the Health Services Commissioner). These systems had to manage the handling of customer complaints and also investigations into reportable deaths and formal, minister-initiated inquiries. The projects were implemented in stages and are currently in live, production use in two of these entities (the OHSC implementation is on hold pending internal change control within that organisation).

Characteristics of the solution:

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Completely web-based system

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Support most of the four Component Group requirements using out of the box functionality.

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Industry leading forms technology to collect dispute and customer details.

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Easy to use portal components like document libraries and lists are supported out of the box.

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Enterprise grade search capability to find cases, associated documents and customers.

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In-built reporting and workflow features.

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Support of 3rd party integration using web services.

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Ability to support both internal users and external parties.

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Out of the box auditing features to track all user’s actions.

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Compliance with WCAG 2.0 AA accessibility standards.

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Audited compliance with Victorian Government information security requirements.

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