Data Systems Services
In addition to superior technology, using ClientTrack provides you with unparalleled service, ranging from training to assistance with tailoring and configuring.
Administration Set-Up & Training
Administration training is designed for the system administrator, who will have secured access to the system and will have authority to manage user views and access. Primary training areas include:
- Administration Setup: Required foundation for the overall operation of the ClientTrack system, including management of Tools Designer, Tree Control, Tabs, Summary Views, and Input Forms.
- Day-in-the-Life Walkthrough: Implementation, customization, and user training can be complicated without figuring out how a user or organization will use ClientTrack. The Day-in-the-Life (DITL™) approach represents a series of processes to assist organizations in communicating their daily activity and related process flow on a daily, weekly and monthly basis. DITL considers multiple viewpoints (for example, the caseworker, the caseworker’s supervisor, the project sponsor, the funding source and the executive director).
- Train-the-Trainer & End-User Training: Our training utilizes train-the-trainer, on-site training, training manuals and facilitation of user groups in our Day-in-the-Life Walkthrough to determine real scenarios and tasks, which improves user retention. You should plan with turnover to build an infrastructure to support ongoing training.
- Project Management: As part of the implementation process, ClientTrack will assign a project manager, supported by account managers, to install, train, and gain acceptance of the application solution.
- Data Conversion: Data conversions are typically performed on a time and material basis. We take this approach because it is relatively difficult to estimate a conversion without completely understanding the requirements of the conversion. Conversion involves writing conversion scripts, converting the data in a test environment, allowing you to test it, verifying accuracy, and then running the final conversion on the live data.
Tailoring and Configuring
To tailor and configure to your specific area of service, there are typically several areas that require attention by either you (the customer) or Data Systems.
Customer-performed Tailoring and Configuring using Tools:
- Development of new or changes to existing forms
- Changes in field and screen verification logic
- Development of new or changes to existing Case Notes templates
- Development of new or changes to existing workflow screens
- Development of parameters for existing reports
By attending the training, you will be able to use the Tools to tailor and configure the application specifically to your needs.
Data Systems -performed Tailoring and Configuring:
- Development of new or changes to MS SQL scripts that are used to update tasks and reminders
- Development of new or changes to report launch screens
- Development of new or changes to existing email events
- Development of new or changes to existing event triggers
- Development of new reporting capability
When Data Systems provides tailoring and configuring outside of the tools capability we use a process known as RADIT, an acronym for an iterative process comprised of the following steps:
- Requirements gather and identify requirements
- Analysis analyze known information
- Design the solution
- Implement the design, produce application, etc.
- Test the product against the design and requirements
By using this process, our ClientTrack software engineers are able to address such complicated issues related to development and design.
Support & Issues Tracking
Data Systems provides toll-free telephone support from 8:00am to 6:00pm MST, Monday through Friday. Support during other hours can be provided, but must be arranged ahead of time. Ongoing help desk support is included in the ASP monthly user fees.
ClientTrack also comes with an integrated issues tracking system to record any application issues.
Upgrades & Maintenance
Upgrades for new features occur about twice each year to provide additional functionality. The upgrades are part of our annual maintenance contract, which also includes unlimited support.
Documentation
ClientTrack includes online help on several levels:
- Page Descriptions: Users can view page descriptions on each screen as they navigate through ClientTrack. The page descriptions are easily customizable by clicking the Edit icon in the toolbar of the screen.
- Help Toolbar: For additional help, users can also click on Help in the toolbar. This area is also easily customized. You can use it, for example, to include your organization’s specific processes. Alternatively, you can include business processes on the page description.
- Identification Tags: When you roll over a field with your mouse, you can view the identification tags. These are easily customized.
- Indexed & Searchable Document: Using the industry standard online help compiler, RoboHelp, we compile all the help into an online, searchable, indexed document.
