Service Intelligence™ provides an Information Processing service that combines the utility of information intake with the functionality of information management and analysis. Our service supports the reporting of allegations, incidents, and feedback with both hotline and web information intake. Ultimate flexibility allows you to customize your procedures, from data collection to data delivery. All hotline and web reports are centrally stored and managed within our secure, online IntegriLink^SM Information Management system.

The Information Processing service includes Case Management functionality to enable streamlined, guided, and consistent workflow management of investigations from initiation through resolution. Our web-based service facilitates the distribution, tracking, inquiry, and resolution of investigations and provides a complete audit trail of related activity.

Telephone Hotline Intake

• Secure, in-house Contact Center with back-up hardware and power systems ensures 24/7/365 availability.
• Proprietary or shared, toll-free access facilitates ease of reporting throughout the world.*
• Guided, intuitive, or scripted interviews by highly trained Communications Specialists facilitate thorough information intake to yield actionable reports.
• Customized or standard in-language greetings in up to 150 languages provide reporter validation and instructions for reporting.
• Multilingual report processing with interpretation in up to 150 languages allows reporter to communicate in his/her native language for ease of reporting and report accuracy.
• Optional transactional report translation enables decentralized case investigation in non-English speaking countries.
• Initial and follow-up reporting and report response capabilities enable ongoing communication with the reporter and provide desired anonymity through use of report number, PIN, and follow-up date.
• Customized report interview format ensures the most applicable and actionable report.
• Interview questions
• Allegations
• Handling instructions for reporter re-directs or referrals
• Special handling procedure flags reports for special processing to avoid conflict of interest should a normal report recipient be named or affiliated in the report.
• Seamless interface to Information Management system enables a central repository for all reports.

*International Toll-Free Service (ITFS) is utilized in all countries where available

Web Intake

• Secure website incorporating secure socket layer (SSL) encryption guarantees confidentiality and desired anonymity and provides 24/7/365 availability.
• Personalized website home page includes organization name, logo, photo, and links to Code of Conduct or contact list that conveys organization support.
• Options for URL access achieve a memorable web address
• Generic URL
• Generic URL with log-in and password protection
• Custom URL
• Scripted report format and applicable branching moves the reporter through information entry to ensure a thorough and accurately submitted report.
• Attachment of files, scanned documents, and photos to initial and follow-up reports enables inclusion of supporting documentation.
• Multilingual site presentation and report entry in up to 150 languages allows reporter to communicate in his/her native language for ease of reporting and report accuracy.
• Initial and follow-up report processing and report response capabilities enable ongoing communication with the reporter and provide desired anonymity through report number, PIN, and follow-up date.
• Special handling procedure flags reports for special processing to avoid conflict of interest should a normal report recipient be named or affiliated in the report.
• Seamless interface to Information Management system enables a central repository for all reports.

Case Management

Our Case Management service functions enterprise-wide to enable integration of disparate case management processes and enables management of cases from open through closed status. The service structure supports five user levels to control access, permissions, and case report processing.

• Secure, password-protected website incorporating 128-bit encryption guarantees confidentiality of sensitive information.
• Web-based platform enables 24-hour, real-time access to information for viewing and managing cases from anywhere Internet access is available.
• Seamless integration of all hotline and web reports along with the capability to enter cases received through other internal sources ensures a centralized data repository.
• Flexible search functionality allows user to select criteria and output fields and download search results to Excel for graphing, printing, saving, and analysis.
• Administrator creation and management of system users facilitates efficient addition and deletion of users along with modification of system activity permissions.
• User self-administration provides efficiency for password resets, page defaults, user profile updates, and list views.
• Response to Reporter provides a way to enter responses to reporters in order to confirm receipt of allegations, inform of status, and ask questions without jeopardizing anonymity.
• Online functionality for all parties assigned to the case facilitates workflow management, ensures a consistency in case investigations, and a centrally reposited case history.
• Assignment and tracking of case status
• Entry of investigative notes
• Logging of responses to reporters
• Entry of resolution details
• Attachment of documents
• Setting of case status
• Viewing or printing of case history
• Archiving of case reports
• Collaborative work environment allows all parties involved in the case investigation to communicate with each other until the investigation is closed; e-mail notifications specific to ongoing case activity provide regular notification of activity.
• Report translation option enables reports submitted in languages other than English to be translated through the IntegriLink system; automatic e-mail notification is sent when translation is complete.
• Report Sanitization allows limited permission users to permanently delete specific data from selected reports in order to comply with EU and other data protection laws and guidelines.

Enhanced Case Management Functionality

Additional upgrade modules are also available to enhance Case Management functionality.

• Configurable System Settings enable more flexibility in managing the program workflow.
• Select fields to display as required, optional, or inactive in case system
• Define case fields
• Activate additional case fields
• Rename case fields
• Create custom values for case field menus
• Create custom status values
• Set system email defaults
• Creation of Custom Case Fields with multiple field type choices enables the collection of additional information.
• User Templates enable the creation of sets of default user permissions that can be applied to groups of new and existing users in order to provide consistency in user setups.
• Work Group Functionality facilitates the organization of groups of users for easier management of users and assignment of cases.
• E-Mail Notifications enable automatic e-mails related to case activity and due date reminders to be sent out to users associated with the case to keep all parties informed.
• User can determine whether e-mail notifications will be sent when certain events occur during case activity
• User can customize assignment e-mails by adding comments, adding or deleting recipients before sending e-mail, or opting not to send e-mail notification on that case
• User can establish whether due date reminders are sent and set the suspense periods (how may days prior and after the due date) in which e-mail reminders are sent if the case is still open
• Additional assignment types (Lead Case Manager, Lead Investigator) help to further clarify roles and responsibilities in the case management process.
• Bulk case reassignment from one user to another enables a smooth transition when employees leave the company or change positions.
• Password Protection of file attachments ensures appropriate viewing of confidential information.
• Option to Restrict Closed Cases restricts the ability to edit closed cases to protect the integrity of information once investigation has been completed.

Reporting and Analytics

• Dashboard summary page provides graphical representation of report activity for analysis and trending; copy, print, or save graphical images for use in presentations or for distribution.
• Standard monthly management reports available in PDF format provide program overview for upward reporting to executive management and the Board.
• Management report library provides instant access to your entire library of management summary reports.

Enhanced Analytics Functionality

Service Intelligence offers a data-mining tool that enables online, real-time queries of data collected from all information intake sources with output into charts and graphs for analysis, trending, and executive reporting. A set of standard report searches are available for the most common search criteria, and custom searches can be created to address specific analysis and reporting requirements. Results are presented in tabular or graphical form, or as an export into Microsoft Excel.

• Standard or custom searches and the ability to filter data and define displayed output as a pie chart, bar chart, or line graph enable reports that meet routine or ad-hoc requirements.
• 19 Standard Reports provide pre-defined searches based on the most common search criteria
• Custom Reports allow you to build, save, run, share, or copy a custom-built query or modify a pre-defined query
• Customization of the Dashboard view allows the addition and modification of an unlimited number of reports either standard or custom to the graphical display
• Cut and paste capability for output charts and graphs enables insertion into pre-existing presentation templates or reports.
• Excel downloads of search results enable a full spectrum of data manipulation, charting, and graphing capabilities inherent with Microsoft Excel software.

The Information Processing service from Service Intelligence is the ideal workflow tool to help you effectively and efficiently integrate the intake, management, and oversight of your ethics and compliance program. Contact us today for a live demonstration.