I have enjoyed working with CAS - Computer Application Services as their approach is both collaborative and strategic. They have assisted our organisation make advancements in our functionality offering to our customers and our staff which increases efficiencies and external access to our case management solution.

The software deployed has evolved over the years and is responsive to the changing needs of the organisation. I really like the ethos that development costs/investments costs with one Ombudsman is offered to other Ombudsmen without needing to recoup the development costs. That is a very fair and ethical way for a supplier to work.

Whilst flexibility in configuration is a good thing, it can lead to organic and unwieldly field additions which become redundant over time. A top down/ bottom-up descriptive tool displaying the interactive facets of the solution for the customer would be beneficial when that customer is requesting a change as visibility of the impact of the change may give pause or assist with a more streamlined approach to the change.

Ease of use and reliability are very high on the list. It has also proved adaptable whilst still retaining the benefits of an 'off the shelf' solution. It works well on secure remote access (for increasingly mobile workforce). It has strong reporting tools. CAS are proactive with changes which all users need (for example upcoming GDPR compliance - May 18).

This is not a 'like least' but something to 'improve further'. We've recently has some user group sessions which have let us see how other organisations are getting the most out of this great tool, more of that approach might inspire use to better use of and adaptation of this product, and is a great value add from working with CAS as a partner. Video demos of the products, as deployed, in other willing organisations, would also be great. This deals with the challenge of us not always knowing what to ask for, even although when we can frame the right question something is often possible within the system.

Generally positive - customizations can lead to specific glitches which can be slow to resolve as service team appears over stretched.

Workpro works seamlessly across platforms as a browser based implementation and is easy to navigate for end users. The product is also highly customizable to meet needs once you have in mind how your workflows operate and what you want to achieve.

Workpro could be better integrated in common office based user systems such as Outlook from an email integration perspective (increased funcitonality for the plugin) or web outlook based integrations into the product. Calendar management integrations for case file based timeline alerts and points of contacts meetings etc should be implemented. Click to call functionality integrations for common systems (CISCO / MS Teams etc.) which could also autolog call timestamps. Better preview functions for documents. (resolution/ size scalability) could be improved Better dynamics for page loading - each click through on a case file generally leads to a webpage refresh which adds up to time with high latency. Ability to encrypt documents/PDF's from within WorkPro for emailing would be advantageous.

I have used the system both as a caseworker and an administrator/developer, and have always been able to get what I needed from it. The team at CAS are responsive and friendly, and always seeking to improve the system through problem-solving conversations and product development.

The product is easy to use and is easy to customise to an extent.

It would be useful to have more customisable features; our business practices are constantly evolving, and as a result our development is often a few steps behind where we want to be.

The features that are most impactful for our organization are the workflows and the reporting software. These features allow users to easily progress a case along and offer a wide range of fields and periods to report on.

For our organization, we found that integration with our existing business processes was quite difficult. We had to customize the system to fit our business needs, which was a hit-and-miss process.

I have been very impressed with the System. It is intuitive and once understood, easy to use. The time intensity is associated with the varied information that my organisation has decided to collect; however, the end results have been fantastic. I am also impressed with the responsiveness of the Helpdesk associated with Workpro. Overall, it is a great system. Of course, with any program there is a period of user angst associated with learning, however, I believe we as an entity are only just beginning to understand the value of what the system can provide and believe we will be adding additional uses and understanding more about what can be gleaned for Workpro in the long run.

I appreciate the information provided via the reporting function. Being able to collate the data after insertion and then analyzing the data is a very important and useful function of the system.

It is very time intensive to update all the data prompts, but this is unavoidable as the end result is accurate and informative information.

Workpro was able to integrate several other business tools like email and scanning so we were able to have one business solution for our frontline work.

I like that you can customize the workflow to be relatively simple.

The product does not allow individual customizations. For example, staff cannot turn on or off items like seeing a specific page or certain tasks, based on how they work.

Moving from a spreadsheet to this has been really helpful . It has enabled us to better manage our complaints

Like the fact it tells you where you have gone wrong . Really useful for an occasional user

In my opinion its missing a chasing / reminder system .