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Request Details |
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Timesheet |
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Task Tracking |
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Request Status |
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Solution - Freedom of Information Request Handling
The AuraQ FOI procedure processes requests for information received through a website,
by telephone, letter, fax, or email. For each request the system automatically assigns
tasks and escalates requests based on specific customisable rules. The system has
the flexibility to manage requests that comply with the standard 20 working day
deadline SLA, as well as those that fall under any of the 25 exemptions. Requests
can also be placed on hold pending payment of fees and can be routed through the
appeals process where necessary.
Once an FOI request is logged, key actions allow the user to manage the request
through to closure. This functionality includes:
- Adding and managing tasks
which can be assigned to internal users or third parties.
- Recording time spent. The
system can be configured with an hourly rate for calculating staff costs.
- Adding costs, for example
photocopying.
- Managing exemptions such
as where information is personal or has been provided in confidence; Legal Professional
Privilege; for reasons of Commercial interest; Prohibitions on disclosure, etc.
- Adding notes. Notes can
be added at any time during the process.
- Creating correspondence
(mail merge). There are 20+ standard templates including initial acknowledgement
of the request, exemptions, through to the reply to the request.
- Recording communication
(eMail, Telephone, Letter, etc).
- Linking to other requests.
This can be used to link requests for similar information or to link requests from
the same organisation or individual. This can be used to assist in identifying vexatious
requests or serial requestors.
- Requesting further information.
- Knowledge base. Responses
to requests can be added to the knowledge base to assist in responding to similar
requests in the future.).
- Stop The Clock. Where appropriate
the clock can be stopped (for example where waiting for fees).
Every action on a request is recorded
to an audit trail, which captures the date, time, action, notes and user. The status
of a request can be viewed at anytime to see elapsed time, deadline, time (hrs)
taken, cost, urgency and status of the request.
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