Support provision task maintenance overview

The foundation of the support provision module is the creation and deployment of custom tasks that enable quite complex assessment procedures, support plans and outcome goals that are triggered from an initial referral to be broken down into constituent elements. This standardised approach to managing all customer-facing and internal procedures through the use of clearly defined tasks underpins the drive towards delivering best of breed tenancy services, meaning that all case management activities - in particular the counselling, signposting, identified actions and tenancy health checks arising through the composition of a support provision case - can be executed consistently. Any number of discrete tasks can be linked to a support provision case, with a specific attribute governing whether each can appear more than once within the same execution plan. In structuring all the activities that are relevant to a case, tasks can be added manually at the point of need, or they can be linked automatically by virtue of their existence within an underlying workflow path. Dictated by the nature of the assigned tasks, dependencies can be configured between them to restrict the point at which related tasks are commenced. Recurrent tasks can also be configured to facilitate specific activities that need to be repeated over a defined period, or until such time as a particular outcome is achieved.

All related tasks activated as a consequence of raising a support provision case can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Inherited within each support provision task are three defined components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. Robust system validation rules ensure that proposed target dates are synchronised, and therefore SLA thresholds defined at individual task level are combined, and the overall result compared against the equivalent end-to-end latency period linked to the parent classification type. Once an SLA indicator is reached during the progression of a support provision case, the system can be configured to dispatch an automatic alert to individual user accounts that are associated through the task definition escalation rules, notifying them of the situation. User accounts can be linked directly to the SLA notification process or by association through their membership of an allocated role. The next progression phase can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated task is still outstanding after a defined period.

At the point of raising a new support provision case, the default ownership for each associated task is automatically transferred from the definition, specifically one or more individual user accounts together with any additional role permissions.

Separate help articles have been created for each key aspect of support provision task maintenance, including:

• To create a new support provision task definition
• To add an information field to a support provision task definition
• To assign custom lookup values to a support provision task information field
• To allocate a role to a support provision task definition
• To allocate a user to a support provision task definition
• To add an SLA target to a support provision task definition