Data Quality

III Verify completeness of forms and other documentation

iContact systems ensure that forms and other documentation are complete and meet all lodgement requirements at the point of receipt.   For example, a grant application may require a declaration form with “wet ink” signature.  iContact Australia can receive, process and marry together the electronic form and its paper declaration page, along with any required attachments in both electronic and paper formats.

III Rules-based validation for data fields

iContact Australia can configure a range of checks to validate form fields, such as mandatory completion and postcode verification.  This feedback assists users in completing forms and fields accurately and ensures that all required fields are returned, reducing rework.

III Double-blind data keying

Where guaranteed 100% accuracy is required for data, such as contact information, iContact Australia can provide independent data entry by 2 operators.  iContact systems compare the datasets, and only accept the data if it is identical in both cases.  Any differences are referred to a supervisor for resolution.

reporting

III Electronic form user behaviour reporting

iContact electronic forms log every user navigation event, including date/time for each page accessed, sequence for question completion, elapsed completion time for individual questions and use of help files.  This data provides invaluable metrics for improving form design and user experience.

III Data analysis & reporting

All services are logged to provide a record of client contacts and requests, such as requests for paper forms, download of electronic forms and client questions,  Performance measurements, such as call centre response times, are also recorded.  These logs are summarised to provide a range of management reports accessible through a secure web portal.  Reports may be viewed as a web page or downloaded in Excel for further analysis.

III Campaign performance reporting

iContact systems provide early and prompt intelligence on campaign trends, frequently asked questions, form lodgements and other information essential for monitoring the progress of a campaign.  These reports are available via a secure web portal, and may be viewed as a web page or downloaded in Excel for further analysis.

Data Security and formatting

III XML output formatting

System outcomes are delivered as an XML data file suitable for import/take on by downstream business systems. Data may be delivered on disk or uploaded from a secure electronic “postbox”.

III PDF proof of record

To provide a complete evidentiary trail, both electronic and paper forms are rendered as images in industry standard .pdf format.  This fixes the form as a “snapshot in time” which cannot be altered and is highly acceptable for public sector records management purposes.

III Passthrough form encryption

Electronic forms are fully encrypted during transmission / lodgement through Secure Sockets Layer (SSL) technologies.

III Boxing and archiving of paper documents

After data processing, paper forms, attachments and documents are labeled and packed into archive boxes for long-term storage.  iContact Australia can arrange secure warehousing of archive boxes or delivery for inhouse storage.