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Thermostat
Thermostat Framework
The ThermoStat Framework is a web based application, based on a sophisticated .Net framework, adaptable to address numerous business requirements, including:
- Event Management
- Either as a core business / service or as part of a broader area of responsibility i.e. councils
- Quality assurance
- Process Improvement projects, Managing Standards
- Customer service
- Adverse Reporting and Risk Management i.e. Utility Service Providers
- Case Management
- Health Care Industry, OH&S and Ombudsman Office
Access to the ThermoStat Framework is either via a standard browser on a desktop PC or from a PDA.
The ThermoStat Framework caters for extensive field services options that include the implementation of WiFi, GPRS, GPS 3G and WAP.
The three key components of the ThermoStat Framework are:
- Incident Management and Resolution Process
- Incident Structure Administration & System Configuration
- Reports & Analysis
Thermostat Framework
The ThermoStat Framework allows for highly customisable applications to be built using powerful incident management components.
1. Incident Management and Resolution Process
Entering an incident into ThermoStat will force required steps to be undertaken, by appropriate personnel, towards a resolution that meets agreed standards.
- Automatic acknowledgements are generated to facilitate a structured communication process.
- Appropriate members and managers are automatically alerted when issues relevant to them are created, or when specific cases reach critical points that require their action.
- ThermoStat’s internal system tracks all incidents in real-time.
- From beginning to end, each entry is date and time stamped, as well as identified with a unique incident reference number. All documents generated or attached are recorded (with links back to originals),
- All email communication (both to and from originator) is captured and resolution timeframes are tracked for effective time management, costing and review.
- An incident history can be viewed as it is being managed, allowing any authorized staff member to quickly familiarize themselves with the incident
- Open incidents can become overdue, escalated, and can be visually tracked for staff to prioritize their investigative efforts.
- ThermoStat presents a resolution checklist and required communication that must be acknowledged prior to closure.
Business Process Flow
The ThermoStat Framework streamlines the design of incident capture, management and analysis.
2. Incident Structure Administration & System Configuration
The ThermoStat framework presents management with extensive capabilities to define all aspects of incidents and resolutions processes.
- Managers can define complex resolution steps as well as attaching template driven responses to all stages of a case.
- Define incident categories, set prompts and documentation for each step in the resolution process
- Attach notes / comments, email and fax templates for automatic generation at specific resolution steps
- Set timeframes for resolution, and authorize specific staff to handle specific tasks throughout the process
- System management can configure the level of rigidity (towards a resolution) for a single incident or class of incident
- Administrative changes can be made whilst maintaining complete data integrity
Thermostat Framework - Defining Process Flow
The ThermoStat Framework allows managers to define complex issue capture and resolution processes.
3. Reports and Analysis
ThermoStat provides a sophisticated toolset for the generation of reporting and analysis including;
- The onscreen Dashboard provides a snap shot of all incidents that are open, overdue or escalated.
- identifying which incident required the most time and level of resource;
- Identify bottlenecks in the communication process
- improve reaction times and pre-empt future requirements in the resolution cycle
- Plot resolution success over time.
- ThermoStat can summarize and report on all incidents within defined parameters
Customisable Reporting & Analysis
The ThermoStat Framework has built in reporting and analysis capabilities, allowing development architects to customise data output.
Overview of Design considerations and choice of Platform
The ThermoStat framework is designed to address the requirements of a number of environments and areas of operations such as adverse reporting, case management and process improvement.
Key criteria for selecting the development platform were scalability, security and industry standards. Microsoft ASP.NET, running on IIS6 was chosen as the best platform to deliver a scalable application, providing a powerful architecture for cost effective customization, deployment and future expansion.
The decision to use .NET as the development platform for Thermostat is based on the flexibility and efficiency gained using ASP.NET for web development. Beyond the highly efficient development model, .NET provides superior integration into database implementations like SQL Server. Unlike other platforms, the mechanism for SQL Server integration is more scalable and flexible.
The design requirement for ThermoStat to have a browser user interface compliments the .NET platform support of Web 2.0. ThermoStat maximises options available to Web 2.0 based applications, including improved user experience through the use of AJAX enabling technologies. The use of AJAX enables Thermostat to provide response time to on-page requests similar to a traditional windows application, but having the benefits of Service Oriented Architecture (SOA) systems.
The native support for XML Web services (SOAP message) in .NET is paramount for providing an interface that promotes integration to non .NET applications. International accepted standards for interoperability fully support SOAP and hence most major third party software (able to consume SOAP messages) are able to integrate programmatically with Thermostat. This level of interoperability is critical for future expansions and extensions.
Case Studies
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Thermostat
The ThermoStat Framework is a web based application, based on a sophisticated .Net framework, adaptable to address numerous business requirements.