Great support is a must for any business and Customer Service 101. Automated support is great if you want to pay a bill with a credit card or check the balance of an account, but when you have an actual issue you need assistance with, automated support is the LAST thing that I know I want. You call the number, have to start pressing buttons and then keep getting dumped into various queues, and then when you actually do reach someone, sometimes you explain your issue, and then you get transferred 10 times until you reach the right person. I honestly dread calling any company or organization where I know this happens, because I know it’s not just a quick 5-10 minute call. It always ends up being 30 minutes to an hour of my time at least!
That’s one of the things that I think is so awesome about the Support Team here at ImageSource. Our customer partners can put in a support ticket via the website with information about the issue they are having and a live human being from our Support Team will call them to help work through the issue. The team can chat with the customer over the phone or even set up a WebEx session to dial-in and see what’s going on. What’s even more wonderful about working with so many great organizations in the Olympia area, if the issue can’t be resolved over the phone and/or over a WebEx session, a technician can be onsite relatively shortly to assist. How cool is that?!
On top of all that, there is always someone from our Support Team on call 24/7. So if a customer partner has an issue in the middle of the night that needs immediate attention, someone is always on call if the need arises!
ImageSource’s Support Team is very knowledgeable on a number of different content management products, from capture software to eForms to records management and everything in between.
So if you’re having an issue, don’t be afraid to reach out. You’ll get to talk to a human and you won’t be put on hold for an hour…
If there’s one message I consistently hear from customers today, it’s how big of a deal public disclosure is for the government and how we need better solutions around it. That being said, you would not believe how many of these organizations don’t feel that they have a good handle on their content.
In Washington State, public disclosure refers to the release of all documents and content to the person making the request. These documents at minimum need to be available for the requestor to view. There are some exemptions to this, such as sealed case files.
Good public disclosure practices really start with one thing: good record-keeping (and destruction). We hear time and time again from customers that they’ve never thrown anything away for fear that the document may be needed at a later date. While they may be thinking that this is the best way to avoid throwing anything away that should be kept, it also means keeping records that should have been destroyed.
Some aren’t aware of the fact that when a public disclosure request comes in, organizations are required by law to turn over any documentation pertaining to the request (as long as it is subject to disclosure). That means that if documents haven’t been destroyed and fall under the specific request, those documents need to be turned over as well, even though they are past the retention period. This poses a huge risk in regards to potential litigations.
Getting your records in order may seem like an overwhelming task, but here are some steps you can take to move toward better practices related to retention and disposition of records.
These are just a few ideas to get you thinking about what can be accomplished around public disclosure, records retention and your content. ImageSource has been assisting customer partners with these types of solutions for the last 20 years. We have done everything from initial consulting through implementation and support. Below is a short list of some of offerings:
The ILINX platform can assist any organization with getting a handle on their content.
Why price is not the most important factor
when purchasing imaging hardware
When shopping for new imaging hardware, many customers look at their budget and let that dictate their purchase. Now I understand that budget is an important factor, however over the last 9 years working with imaging customers, many have purchased equipment based mainly on price – only to discover that it did not meet their long term growth needs.
So in light of these discussions, here is bits of wisdom that can be used as a checklist when considering new purchases:
Document Management System (DMS) needs should be identified holistically, not just for the needs of the courtroom processes. A successful implementation will be gained through a well thought out plan and a DMS solution that can not only integrate with a courts Case Management System (CMS), but also with Fiscal, HR, Procurement, and other department’s line-of-business systems.
To accomplish a successful implementation of an electronic environment there has to be an overall vision and buy-in from all the key individuals of the court system.
In a recent report, IDC predicts 87% of connected devices by 2017 will be tablets and smartphones. In the same report, it is predicted that the purchase and use of PCs will drop from 28.7% to 13% by 2017.
What does this trend data really mean? Well, for starters, it might mean that more people will be playing Angry Birds than ever before. From a business point-of-view, tablets and smartphones are both disruptive and viewed like a Swiss Army Knife: a single device that can do many things. However, with these mobile devices, there is both the opportunity for rewards and the potential for risks. It makes no difference if the mobile device is provided by your employer or is a BYOD situation. On the whole, the same rules apply; however, there are some nuances about BYOD that invite additional risks to be mitigated.Continue reading