Challenge

The Public Services Ombudsman for Wales had recognised that needed to automate the complaints handling process, giving members of the public an online channel and easing administrative strain. Accessibility was a high priority, with the CMS required to handle bi-lingual content. To deliver the benefits sought, there was a requirement to integrate the complaints handling system with a powerful and flexible CMS. 

Approach

Fusionworkshop recommended Sitecore for the project due to its open architecture and flexible API. Working closely with the Ombudsman and his department, the team implemented and configured Sitecore for multi-site use. We utilised our in-house library of Sitecore components to build an accessible, bi-lingual website. To deliver the required functionality we integrated Sitecore with WorkPro web services from CAS Ltd.  This was a web service developed specifically for this project, involving close collaboration between Fusionworkshop and CAS. Content was migrated using a combination of manual effort and custom code developed to automatically import/migrate data from the WorkPro system into Sitecore.

Fusionworkshop provided full Sitecore training to the Ombudsman's staff to enable them to make full use of the CMS's features.

Results

An integrated, accessible, website is now available to members of the public from which to make a complaint. These are now handled by the online process without intervention from staff. A further website has been developed to handle complaints against bodies which aren’t catered for by the Ombudsman, allowing complaints to be channeled to the relevant organisation.