1. Victim Support
NGCM Training

2. Course Aims & Objectives
Understand the obstacles we have to overcome.
Understand the reasons we have to change.
Understand the investment and work expended on this new system.
Provide practical training to enable you to use NGCM.
Objectives
Demonstrate you can use the most common features of NGCM
Effectively record events and process cases through the system

3. History of CMS2 & Opportunities
2E2 – designed and built CMS2, went into administration
Claritas’ involvement – took up support of CMS2, no possibility to adapt it
Through supporting CMS2, Claritas could build a new system, designing out the flaws in CMS2:
New ADT Engine outside of the main application, improving processing time
New Contract Management application, enabling cases to be managed against a contract, making reporting and case management easier
Rework of the security elements, improving speed for NGCM
Ensure the stability of the fundamental functions of Microsoft Dynamics, ensuring support can still be accessed from Microsoft
Improvement in automatic contact, enabling victims to be contacted by or SMS before a case is created on NGCM, reducing need for manual intervention
Ability to perform automatic surveying, reducing the need for manual intervention
NGCM has been designed to be adaptable for all local service needs

4. Contract Management NGCM is now ‘Contract Aware’
This means that we can ensure that each case is attached to the right contract, with the right SLAs (time to contact, contact attempts, type of contact etc.).
Cases will be routed by crime type, characteristic and location to the correct team, even if they are referred in an area that does not cover their home address.
Referrals not meeting the right contract criteria will be automatically rejected and returned to the referring agent.

5. Cases not covered by a contract
Some cases referred to us will not be covered by a contract. In this case, rules will be developed to deal with these cases depending on how the organisation that covers that area would like us to interact with them. Some would like us to send a letter signposting potential clients to their service, others would like an electronic or phone referral. These rules will be defined while we are refining the way that ADT will behave in each area.

6. Transferring Cases
Until the case transfer is fully functional between NGCM and CMS2, transferring cases will have to be performed by one of the following methods:
Transferring from CMS2 to an NGCM Area
CMS2 will still be available in NGCM areas. Transfers can continue to be made through CMS2.
The receiving area must check the view My Teams Cases – Transferred in, to identify new cases. This case must be manually added to NGCM, and then rejected on CMS2.
Transferring from NGCM to CMS2
This can be done via telephone or secure .
Once the transfer has been made, Stuart Smith (Application Support Manager) must be informed. The case will then be deleted from NGCM to avoid duplicate reporting.
Once all services are on NGCM, cases can be transferred within NGCM.

7. Working for different teams?
All cases are owned by a user.
Any activity added to a case will be audited against that user.
At any one time a user will be working for a single team, regardless to which contract the case belongs to.
Any activity a user adds to a case will be in reference to the team that user is under at that time.
If a user moves between teams then the activities created will still be against that user but with reference to a different team.

8. Thank you