Health-e Workforce Solutions offers significant customer support following purchase of our software. This includes:

• Software customisation to suit local organisational needs prior to installation
• Extensive training of all end users of each module in every aspect of functionality
• Data analysis and consultation
• Easy to use "Quick Guides" to support each module
• Help desk with prompt service and advice

Training

Training will be provided for departmental managers and second level managers in the use of the Yearly Planner and Report modules. Training will be provided for local ‘super users’ who will require functional knowledge of all modules. Some super users will require access to and training in Health-e Workforce Solutions System software to administer user rights and access.

Specialist knowledge is required to use the EFT Profiler and Budget modules. Select super-users will be trained in their use. Initially, Health-e Workforce Solutions staff will use the EFT Profiler and Budget modules in consultation with department managers to build staffing profiles and budgets.

Initial training will be scheduled for the fortnight immediately prior to the beginning of user acceptance testing.
Health-e Workforce Solutions will provide software manuals for the Yearly Planner and Reports modules.

Availability

General software phone support will be provided by Health-e Workforce Solutions on all days of the year, except weekends and public holidays, between the hours of 8:00am to 6:00pm (if the problem cannot be resolved by a Super or Admin User) via a help desk. If the issue is unable to be resolved immediately, the problem will be logged and the user will receive confirmation that their issue has been prioritised via email.

Communication

Customer feedback will be encouraged either by telephone or in writing. Use of the Health-e Workforce Solutions pro forma for reporting issues or suggested improvements will be encouraged. Any customer complaints will be processed and responded to promptly. Complaints will be analysed and appropriate corrective action will be initiated if required. Complaints data will also be audited monthly.