Anti-Social Behaviour Software Client Survey - Phase 2 of the SMS Project

Enfield Council Residential Relationship Team has commissioned the creation of our new SMS facility allowing staff to message clients at the click of a button, using the SMS facility within Caseworks. The new facility operates in the same way as the normal Caseworks Correspondence facility. A Template is created, which includes Mail Merge fields from the Caseworks ASB system. This allows the SMS message to be customised with no effort from the end user. It also leaves the User free to edit the message before it is sent. Phase 2 of this project (now implemented), is to send an SMS to clients when their Case is closed, to seek their views on the quality of the service provided. There is always a key question which asks “Overall, how do you rate the service”. All responses are returned to the Caseworks Anti Social Behaviour System, but the Key Question is highlighted and used to colour code the Survey Response page - Green (excellent), Amber (Adequate) and Rd (Dissatisfied). It is notoriously difficult to elicit responses from members of the public, and often it is only the least satisfied clients who voluntarily respond. The Team - and HUBSolutions - are hoping that a simple form delivered directly to the Client’s mobile phone will overcome these problems. Watch out for results of Client Survey reporting when they are available!