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Onboarding eCase

Welcome to eCase

Prior to using eCase, there are several setup areas that need to be reviewed or completed. The following steps will provide guidance on these areas with access to eLearning modules or step by step help pages. These are the key steps for setting up eCase. Depending on your setup there may be additional nice to have items, but these will be discussed with you as part of your onboarding.

Step 1 - Register on eCase

If single sign on has not been set up on eCase yet, or your organisation is not going to use single sign on, you will need to register on eCase. Once registered, you will need to activate your user account and set a password in order to start the set up of eCase.

Topic	eLearning Modules
Register on eCase	How to register on eCase (duration = 8 minutes)	How to register on eCase

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Step 2 - Create and/or review the Organogram

The Organogram is a representation of your organisation's structure. It is used to show hierarchical relationships between the teams for producing reports and assigning users their roles.

The Organogram is a joint list of teams used by various case types. Please ensure you consult everyone that will be using eCase to get a standard list of teams. Think about the reporting you would like to get from these teams. These can be amended as you implement different case types, but the recommendation is never to delete, move or change the names of these teams without prior consultation with your colleagues.

Topic	eLearning Modules
What is the Organogram?	The Organogram screen explained (duration = 7 minutes)	Organogram How to maintain your Organogram
Add a new team	How to add a new team to your Organogram (duration = 11 minutes)	How to add a new team to your Organogram
Edit a team name	How to filter the Organogram and edit a team name (duration = 7 minutes)	How to filter the organogram How to edit a team name

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Step 3 - Access Controls

Before you start to determine the roles users will have on eCase, review what case access you require. For example, who do you want to see the DPR case types, or complaint case types? There are two different levels of access that you can use. Role Based Access Control (RBAC) and Fine Grained Access Control (FGAC). These provide you with the flexibility to decide what access controls need to be put in place.

• Role Based Access Controls (RBAC) – will allow configuration of specific case types and/or teams to be marked as sensitive. Users will then require a matching role for the case type and/or team to access the case. Any user with the Maintain access control privilege will be able to configure the access control settings for your whole eCase system.
• Fine Grained Access Controls (FGAC) – is case specific. It allows you to restrict access to a case on an individual basis. i.e. should a single case specifically grant or deny access to either people and/or teams. Any user with the Maintain access controls on individual cases privilege can control who can search and view an individual case.

Please talk to the EXG team at Fivium who will help you determine how to add access rules to eCase.

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Step 4 - Review and adapt the default Roles

To use eCase, users need to have privileges. These are based on the tasks they perform and are assigned to their user account. For efficiency, these privileges can be grouped together into a role. When you start to onboard your eCase, Fivium will add default roles to your environment. These roles can be adjusted to match your processes, but also the access rules you have defined.

Roles are a joint list used by various case types. Please ensure you consult everyone that will be using eCase to get a standard list. Think about the tasks each role/user will be doing on eCase. Can you create just one role, for example Drafter, or do drafters for each case type have different tasks to perform? If they do the same function, then create one role, if they do different functions, create a new role specifically for that case type. Roles can be amended as you implement different case types, but the recommendation is never to delete, update privileges or change the names of these Roles without prior consultation with your colleagues.

Topic	eLearning Modules
Benefits of creating and maintaining Roles	Benefits of creating and maintaining Roles in eCase (duration = 6 minutes)	Roles How to search for a role
Add a Role	How to create a role (duration = 8 minutes)	How to create a role Explanation of the privileges Did you know?
Edit a Role	How to edit a role (duration = 10 minutes)	How to edit a role

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Step 5 - Assigning users their roles

To use eCase, a user must have an active user account with relevant privileges and roles that enables them to perform their eCase tasks. Assigning roles, for example a contribution role, removes the requirement to manually enter an email address and allows the user to be shown in the correct drop-downs. User will also have the correct access to eCase allowing them to perform their tasks.

Topic	eLearning Modules
Benefits of using the Organogram to manage users	Benefits of using the Organogram to manage Users and their Roles (duration = 4 minutes)	How to add users using the Organogram
Add users via the Organogram	How to add users and their roles to a team via the Organogram (duration = 12 minutes)	How to add a user to a team How to add a user to eCase who hasn't registered
Add roles, admin privileges and maintain user accounts, via the People screen	How to add a new role, admin privileges and maintain user accounts, via the People screen (duration = 19 minutes)	People screen How to search for people How to add a role to a user's account How to add admin privileges to a user's account
View Users and their roles via the Organogram	How to view users and their roles via the Organogram (duration = 10 minutes)	How to view users roles

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Step 6 - Setting up your email configuration using Mailboxes

To send emails from eCase, whether internally to a team member, or externally to a correspondent, you can configure your email configuration using Mailboxes. These can be configured by team, case type or QA type, along with the ability to cascade the mailbox to teams below it in the organogram. For example, if you are a central team and you want to send all of your responses from your main team email address, you will set this mailbox at the top of the organogram. It will then apply to all of the teams beneath it in the organisation structure unless a configuration has been applied at a lower level. This will then override the higher email configuration.

Adding email configuration to eCase removes the requirement to manually enter email addresses, for example for those contributors that you always send a request to. eCase will also pre-populate the relevant mailbox when a certain team or action is selected.

Topic	eLearning Modules
Overview of Mailboxes		Mailboxes How to search for a Mailbox Explanation of the mailbox types
Add a Mailbox	How to add a mailbox (duration = 13 minutes)	How to add a Mailbox
Edit a Mailbox		How to edit a Mailbox
View a Mailbox	How to view a mailbox from the Organogram (duration = 10 minutes)	How to view a mailbox from the Organogram

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Step 7 - Add your document templates

As part of the case handling process, document templates can be added to eCase to assist the team in producing letters that are consistent in their look and layout, for example acknowledgements, clarifications and response documents. Standardised documents can include letter heads, mail merge fields and can be assigned to different case types or specific teams. eCase will then show the relevant document template for that case type or team. It also removes the requirement for the drafter to manually type out letters each time.

Topic	eLearning Modules
Document templates		Document Templates
Add a document template	How to add a Document Template (duration = 15 minutes)	How to add a document template How to create a document with mail merge fields
Modify a document template		How to modify a document template

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Step 8 - Add your email templates

Email templates are similar to document templates. They are added onto eCase to assist the user in sending out emails internally or externally to the organisation. They can include mail merge fields and can be assigned to different case types or specific teams. If you have multiple email templates for an email category, you can also default the email template that you are going to use most frequently. Having email templates removes the requirement for the drafter to manually type out the email each time, and eCase will show the relevant email template for that case type or team.

Some standardised email templates are already created on eCase for you to use. Please review these email templates and then add any additional email templates that you would like.

Topic	eLearning Modules
Benefits of email templates		Email Templates
Add an email template	How to add an Email Template (duration = 9 minutes)	How to add an email template
Setting a default email template	How to set a default email template (duration = 10 minutes)	How to set a default email template
Modify an email template		How to modify an email template

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Step 9 - Review your field value options

The Field Value Options feature is used to quickly add information to eCase so that relevant options are available in the drop-down list on key fields on the Case Details screen, for example correspondent titles and correspondent groups. A list of default values will have been added for you. You have the ability to create, edit and remove unused options from these drop-down lists to match internal terminology and requirements.

The Field Value Options are a joint list used by various case types. Please ensure you consult everyone that will be using eCase to get a standard list. These can be amended as you implement different case types, but the recommendation is never to delete or change the names of these options without prior consultation with your colleagues.

Topic	eLearning Modules
What are field value options?	Field Value Options explained	Field Value Options
Add an option	How to filter, add, edit and reorder Field Value Options (duration = 14 mins)	How to add a field value option
Edit an option		How to edit a field value option
Archive an option		How to archive a field value option
Re-order the list		How to re-order your field value order set

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Step 10 - Add Key Terms

Key Terms can be used on a case to categories the requested information. By adding a key term, standard lines associated with the key term will automatically appear on the case, along with linked cases. Linked cases can assist the user in responding to the correspondent as the team member can see previous requests and responses. Relevant standard lines of policy text will show on the case allowing the user to incorporate into their draft response. Key terms can also assist with reporting on trends.

Key Terms are a joint list used by various case types. Please ensure you consult everyone that will be using eCase to get a standard list. Think about the reporting you would like to get from these Key Terms. These can be amended as you implement different case types, but the recommendation is never to delete or change the names of these Key Terms without prior consultation with your colleagues.

Topic	eLearning Modules
Benefits of Key Terms	Benefits of Key Terms	Key Terms
Add a Key Term Group	How to add a new Key Term Group (duration = 9 minutes)	How to add a Key Term Group
Add a Key Term	How to add a new Key Term to a Group (duration = 8 minutes)	How to add a Key Term to a Key Term Group
Delete a Key Term Group or Key Term		Delete a Key Term Group Delete a Key Term
Rename		Rename a Key Term or Key Term Group
Change the Key Term Group		change the Group the Key Term is in

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Step 11 - Review and update classification sets

Classification Sets are used to categorise the request, whether it is the cause of the complaint or reasons for contacting you. These categories can be used for reporting. The sets, for example Root Causes, Reasons for Contact, will be pre-loaded onto eCase for you. Please review and amend as necessary.

Go to the More menu and select Classification Sets under the Settings Column. Select the Manage link to view the set. Select the name of the category to rename it.

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Step 12 - Add standard lines of policy text

Standard Lines are lines of prepared text that can be added to eCase and mail merged into a response document saving the drafter time and providing consistent wording. They can either be entered as a text line/paragraph or as a whole template document, like a pre-prepared letter. Drafters across your organisation can use the same text. Link it to a relevant key term so that when the key term is used on a case, the standard line can be selected.

Standard Lines can be a joint list used by various case types, or can be specific just for your case type. If you are using shared Standard Lines, please ensure you consult everyone that will use these Standard Lines before making any changes. Standard Lines can be added for go live and updated as you start to use eCase or new topics become available.

Topic	eLearning Modules
Benefits of Standard Lines	Benefits of Standard Lines (duration = 5 minutes)	Standard Lines How to access Standard Lines
Add a standard line	Add links to Email Templates, Standard Lines and Disclosure Logs (duration = 5 minutes) How to add a Standard Line (duration = 19 minutes)	How to add a new standard line
Modify a standard line		How to modify a standard line

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Step 13 - Add your Ministerial Roles

Ministers are used in eCase for Ministerial Correspondence and Parliamentary Question case types where correspondence is addressed to a minister or responded to by a minister. If you are onboarding any of these case types, then you will need to add your Ministerial Roles, Ministers to those roles and the Private Office teams.

A Ministerial Role will have a start date but there can be many members occupying the role over time. eCase allows you to search for cases based on the Ministerial Role or the member that has occupied the role at a given time. Likewise, if a member moves between roles in a department you can track down all cases that they have dealt with regardless of role.

Topic	eLearning Modules
Maintain Ministers		How to maintain Ministers
Add a Ministerial Role		How to add a Ministerial Role
Replace a Minister		How to replace a Minister attached to a Ministerial Role
Add a new Minister		How to add a new Minister
Maintain a Private Office team		How to maintain a Private Office team

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Step 14 - Automated Reminders

Automated reminders allow you to schedule chaser emails for open contribution and quality assurance requests based on their target dates. Once configured, the system sends these reminders automatically, minimising the need for manual follow-up emails.

This reduces the time spent chasing responses and helps ensure that contributions and quality assurance checks are followed up consistently and on time.

Topic	eLearning Modules
View and search automated reminders		How to view and search automated reminder configuration
Add an automated reminder		How to add a new automated reminder
Modify an automated reminder		How to modify an existing automated reminder
Archive an automated reminder		How to archive an automated reminder
Restore an automated reminder		How to restore an archived automated reminder

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Nice to have for go live:

Bulk Reports

Bulk Reports can be used to extract data from eCase, based on your parameters, to create bespoke reports. They are based on reusable report templates, which can be run as frequently as you require. Think about the reports you currently run on a weekly and monthly basis. Are they always in the same format, if yes, bulk reports is for you. They can include graphs and pivot tables that are updated each month based on your parameters. These can be set up prior to go live and adapted as you start to use eCase.

Topic	eLearning Modules
Bulk Reports	How to extract case data using Bulk Reports	Did you know?

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Digest Emails

Digest emails let you schedule tailored emails which include a summary of cases, statistics and other information that is relevant to you. They provide a snapshot of where cases are and what is due. These emails provide greater visibility and can be used to send to teams or managers that don't use eCase, but are interested in the information. Think about daily or weekly information that you send to relevant people. A digest email may be the way to get this information from eCase without you having to manually send it out.

Topic	eLearning Modules
Digest Emails		Digest Emails How to access digest emails
Create a Digest Email	How to create Digest Emails How to edit a Digest Email	There are four steps to creating a Digest Email Create the name and description Decide on where the email will be distributed and when Add in the email sections that will contain the data you require in the email Activate the digest email

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Case Retention

Case Retention allows you to delete old unwanted cases from eCase based on your data retention policy. You can schedule the deletion to run daily, every Sunday or the 1st day of the month. You have the option to retain cases on an individual basis, and eCase will automatically exclude cases that are in an escalation chain until the highest escalation case type has reached it's retention policy. For example, an FOI case will remain on eCase until the Internal Review, ICO or Tribunal case types have met their retention policy.

Topic	eLearning Modules
Case Retention		Case Retention
Set up Case Retention		How to schedule automated deletion of cases
Retain cases		How to retain an individual case using the Case Options link Explanation of the different Case Options How to retain multiple case types

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