Services

Support:

WorkTech Inc. offers an annual software maintenance and support plan which provides access to end-user support services, tools and ongoing software updates. Support plan benefits include:

 

  • Unlimited toll-free telephone support (8:30 am - 4:30 pm Monday - Friday EST)
  • Remote PC assistance
  • 24/7 online support via eService Requests
  • Patches and releases
  • Dedicated technical e-mail support
  • "How-to" end-user process documentation
  • Business process flowcharts
  • Instructional video library
  • Annual software enhancements
The company welcomes product improvement suggestions from its customers. Select product enhancement requests deemed to be beneficial to the entire client base are applied to future releases and made available to all customers often as optional system preferences. Such arrangement empowers a number of clients using a similar product to communicate valuable best practices and share working solutions. Using eService Requests customers can create support requests on the Internet and have the requests funneled to the help desk automatically. Support requests are assigned a tracking number enabling customers to view the status of progress on a request and provide additional follow-up feedback until a resolution is reached. A database of current and past requests serves as a knowledgebase from which customers can search for resolutions and answers to questions. Service calls are systematically addressed in accordance with the following severity levels:

 

  • Critical Severity – The material function of a licensed product is (i) Inoperable and cannot be restarted and/or (ii) Subject to intermittent failures occurring so frequently they render the function inoperable and/or (iii) Having a substantial effect on business operations, with no workaround available.
  • Priority Severity – Issue does not have an immediate effect on business operations. A workaround may be available, which may be labour-intensive or cost-prohibitive over a long period of time, but could be an acceptable short-term solution.
  • Standard Severity – Issue does not require immediate attention to maintain system operation such as: (i) a program is not working but a workaround is available and/or (ii) clarification or guidance is needed on how to use the documentation or online help and/or (iii) the issue occurs in a test environment.

Driven by a customer-first philosophy we work diligently to maintain a high standard of quality both in product design, stability and sustainability. This high standard is the essence of WorkTech Inc. promise to provide Technologies for People Who Manage Work!

Implementation Methodology:

WorkTech Inc.’s implementation methodology consists of a series of synchronized tactical tasks beginning from the initial client needs-discovery. The methodology can be categorized in three phases: 1) Implementation Preparation, 2) System Implementation and 3) Post Implementation Evaluation. This comprehensive approach ensures the success of the customer’s tailored solution remains the sole focal point of every WorkTech Inc. department with which the client interacts.

Phase 1: Implementation Preparation
During this phase a WorkTech Inc. product specialist will meet with the client to demonstrate the proposed system and together establish an agreed upon scope for the system implementation. A formal needs analysis is conducted to assess what modules, functionality and processes are to be included in the project’s Statement of Work.

Phase 2: System Implementation
The approach to the System Implementation of the proposed products involves six stages:

  1. Business process optimization
  2. Executive planning and goal setting
  3. Data collection and configuration workshops
  4. System configuration and quality control
  5. User hands-on training
  6. Go-live readiness and support

 

Each stage is skillfully guided by a team of professional consultants with experienced in the implementation of complex software applications, and technical experts. Professionals’ background will include engineering, software development, public sector operations management, human resources and customer service. The following deliverables are yielded through the System Implementation phase:

  • Re-usable training knowledge and materials
  • Established concrete workflow processes
  • Adequate change management services
  • Compliance with client’s current and future technological standards


Phase 3: Post Implementation Evaluation
During this phase WorkTech Inc. and the client’s user groups perform acceptance tests on select functionality within the system. Business process acceptance tests are also performed to ensure the process efficiency gains agreed upon within the Statement of Work are realized. From scoping the requirements and designing the system architecture through to providing consulting and training services until the project is finally transferred to a dedicated support and client care team: the entire project team is mobilized to serve you the customer!

Technical Services:

WorkTech Inc. specializes in building third-party integrations that enable customers to maximize the investment they have already made in existing technologies while leveraging the robust capabilities of the WorkTech Inc. system. Generally, systems integration can be categorized into two broad functions: data sharing and transaction flow (or transfer). The data sharing function refers to multiple systems’ ability to utilize the same data set while only one of these systems is employed to manage (edit/change/delete/add) to this data set. For example: a financial module may have a master customer list used by its accounts receivable sub-ledger. A billable work order created in the works management system would be expected to draw a customer’s name and personal information from the financial system’s master customer list although the work order module and the financial system are not one and the same and may be provided by different vendors. Many options and technologies currently exist to accomplish this data sharing function and many more are becoming available as vendors of various enterprise systems develop their own application integration tools which include data sharing agents.

The second functional integration category, transaction flow, involves the transfer of transactions from one component of a system to another external system (e.g. a job-costed time sheet from the work management system to the payroll system). Here too multiple technical options exist ranging from basic periodical batch file exports and imports to more sophisticated tools such as web services. WorkTech Inc. has developed a wide array of sophisticated data sharing and transaction transfer integration tools that enable the WorkTech Inc. suite to tightly interface to any number of enterprise and special function systems. A proven cooperative methodology involving the customer, the third-party vendor and WorkTech Inc. technical professionals is employed to scope and deliver new integrations:

  • Needs discovery focus-group interviews with business and technical personnel
  • Thorough analysis of existing technical and business information systems. Assessment of client’s current architectures, business applications, technologies and data quality.
  • Workshops to derive consensus between WorkTech Inc. team and client; and alignment of client’s expectations and WorkTech’s Inc.’s capabilities. Activities performed during these workshops include:
    • Discussion on integration issues and challenges
    • Prioritization of the integration work
    • Conclusion of discussions to decision-points and action items
  • Recommendations for overcoming organizational issues and process barriers which will be solved by the new integrated solution
  • First draft architectural blueprint for corporate wide integration points and directions (schema)
  • Identification of required actual resource investment to build WorkTech Inc’s proposed integration approach
  • Work prioritization and implementation of proposal


Our ability to build world-class integrations means you can select from amongst our many product offerings with the certainty that they will not only-coexist with existing applications but complement their functionality.