What is most valuable?
We use the PolicyTech solution for our agency's policies and procedures. Their solution allows for a workflow process for development of policies, approval of policies, and review of policies. That's the key. Then, distribution of policies: it distributes policies very quickly and allows us to monitor staff reading those policies and we're able to test the staff’s knowledge related to those particular policies.
The other key thing is that when it comes to compliance, we're able to run reports to show that staff were aware of the particular policies and test it on knowledge when those questions come up.
How has it helped my organization?
It has improved the way my organization functions in a couple of different ways. One is when a process problem occurs. Sometimes, prior to the solution, the knee-jerk reaction would be to write a memorandum or write a policy and distribute it among departments. You never had assurance that anybody read it or that anybody understood it. In this particular situation, you see a problem, you do analysis, do you come up with a solution, a new process or tweaking of a process. You go through the workflow with PolicyTech. Then, it will automatically distribute your recommendation to other stakeholders in that process. They get a chance to look at it. They can edit it and give feedback, or approve it. Once approved, you're able to direct who that gets distributed to and if there are any knowledge tests that are necessarily in order to assure full comprehension of that.
It depends on the complexity, but within a matter of an hour or two, you can draft a new process, get it reviewed, and get it distributed for managers and staff members to review and understand the new process. It's really accelerated the process for our staff, understanding what our standard operating procedures are. It is then clearer to the staff what's then being expected of them.
Our policies and procedures are living documents that staff reference and look at every day in big part because the PolicyTech solution actively encourages engagement. They get daily emails related to policies that are waiting to be read. It's an active engagement process throughout the year, instead of an annual policy review or an isolated person drafting a policy.
What needs improvement?
It's really been a good solution. Maybe the only thing with room for improvement is the reports. We pull reports on a weekly basis. Each department does a report; compliance measures and efficiency measures. We do pull reports out of PolicyTech as part of our quality measures. I think it would be helpful if we could subscribe to a report; we set up a report and then it would automatically be emailed to a particular person. Instead of having to go in weekly to generate a report, it would automatically send us an updated report; scheduled reports. I think something like that would be helpful, but that's really probably a minor thing. Ultimately, probably my one recommendation would be that.
For how long have I used the solution?
I think I’ve been using it for eight years.
What do I think about the stability of the solution?
We have many software solutions in our business process. PolicyTech has probably been the most reliable solution we have. We've not seen any errors. If there has been anything, it's been very quickly resolved. It's been the most stable solution over the last eight years, compared to any other information technology solution we've had.
What do I think about the scalability of the solution?
We've not seen any problem with scalability. We've grown probably about 10 fold over the last eight years. The PolicyTech solution has grown right along with us. It's been very scalable. We've not run into any problems with that. It's definitely grown right with us.
How are customer service and technical support?
When we've needed support, their tech support has been outstanding. They've been available. If there's an upgrade, they've done hand holding with us to get the upgrade onto our servers. I couldn't ask for more when it comes to customer service.
On a scale of 1-10, I'd rate technical support a 10. They've been very knowledgeable and they've been responsive. I really have nothing but positive things to say. We've never had a negative tech support encounter. I can't say that for all solutions, but for PolicyTech, it's been nothing but positive.
Which solution did I use previously and why did I switch?
We actually were working with PolicyTech even before NAVEX purchased it. Prior to this, we were using paper-based solutions. PolicyTech was the first information technology solution that we used for policies and standard operating procedures. We looked at other solutions, but nothing was as comprehensive as PolicyTech offered when it came to encouraging employee engagement. That's really what we wanted.
We wanted a solution that would promote employee engagement with those policies, either suggesting revision, suggesting policy improvements, and also a way to ensure or help with knowledge building. PolicyTech was really the only one that had those kinds of tools with the daily emails and the reports and the knowledge-based testing. It has pretty sophisticated testing that other solutions just didn't have.
How was the initial setup?
Initial setup was very straightforward. We are a medium-sized non-profit. The tech support from PolicyTech was very helpful in doing any hand holding that was needed to get a successful installation. We didn't run into any sort of barriers at all there.
What other advice do I have?
We have found that hosting the solution in our own servers made more sense for us. They do have hosting solutions, where you can use software as the servers but for us, hosting in our own servers made more sense to us right now, for our agency.
We have shared this solution with others in our industry. They've seen the benefit. The feedback we get from our industry partners is that this can be a helpful solution to them. We've had other industry partners that have brought on PolicyTech to partner with them for their standard operating procedures.
I've been using it for eight years and I can barely come up with something to recommend for them to change. When we get our employee surveys, one thing that's always marked with the highest grade is they knew what was expected of them. While we don't just rely on PolicyTech to build staff knowledge, it reinforces our staff training and our staff development activities. PolicyTech has been a big piece of that. It's been a great partner technology for us.