This is a new feature from AXLR8 for IG teams in public services. It allows the automation of some Information Request workflow. These tasks previously required manual checking or reminders. Now they can be set up to run unattended.
In all cases, the reminders can still be manual. They would normally use Trigaware™ for intelligent messaging The messaging can be simple or intelligent with personalisation and very specific conditional contents. (see smart messaging)
Use Cases
Here are some practical examples of how you can employ this new functionality.
- Clarification of FOI/EIR Information Requests. This is accomplished by setting up a 20 day Request Status called “Clarification Requested” and another IR Status called “Second Clarification Request” (or Final 20 day Clarification period”. Each should be limited to twenty days. The Clarification Request will end on 20 days and replace itself with the Second Clarification period. That final clarification period will also be set to 20 days and, after that 20 day period the Status will be automatically changed to “Closed – No Clarification Received” because a total of 40 days will have passed since you asked for clarification.
- SAR PoID (Proof of Identity) Request. For SARs to be valid requests, they must be from a person who can prove they are allowed to receive such private information (or demand its erasure or rectification, etc.). Thus, PoID is requested from the applicant. It may also be that they are asking on behalf of a child or a client or other person. In that case, more evidence may be demanded. In the same way as the FOI Clarification, there is an initial and period with a reminder in the middle and a communication after the 40 days to inform the applicant that the matter has been closed. This workflow is illustrated in the flowchart below.
Reminder messages may be automated using Trigaware™ whilst waiting for Clarification (FOI Request) or PoID (for a SAR). Here are three automated message examples.
- Inform the applicant that the IG team need this from the applicant when the IR is set to “Clarification Requested”
- Then alert them that 20 days has passed and there are 20 days remaining before they will have to resubmit their request. This would happen when the Clarification Second Request auto launched itself.
- The IR will close when the 40 days end and there has been no Clarification (or PoID). A third Trigger email can be programmed to go out. It would inform the applicant that their IR is now closed. They will have to resubmit it if they still need the information.
We have taken of one of the use case examples above to illustrate how it works in practice. It shows how a Super User can configure an Information Request Workflow Automation in a few minutes.
Please contact AXLR8 Support for assistance if you wish to explore time and cost savings using this functionality.
