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Case Study

No-Code Incident Management System: Nacro’s Proven 120% Reporting Surge

Nacro is a leading social justice charity with more than 50 years of experience championing some of the most vulnerable people in society. Their mission is rooted in a belief that everyone, regardless of their background or circumstances, deserves the opportunity to change their life and reach their full potential. They work tirelessly to tackle the root causes of social exclusion, inequality of opportunity, and deprivation across England and Wales.No-Code Incident Management System

This is how a no-code incident management system turned reporting from a manager-only chore into something every member of staff could do in under a minute.

"Builda has allowed us to make better use of existing systems and allowed a significant improvement in the quality and quantity of data captured, which has in turn provided hitherto unknown information vital to ensuring Nacro’s continued success in transforming people’s lives.”

Challenges

  • Only managers had permission to log incidents, meaning many minor or frontline-observed events were never formally captured in the system.
  • The total number of incidents recorded was disproportionately low for an organisation of Nacro's size, complexity, and sector, indicating a serious gap in visibility.
  • Off-the-shelf solutions from numerous vendors were unable to meet Nacro's more unique, sector-specific requirements without significant compromise.
  • Customising an off-the-shelf platform would have been prohibitively expensive, and the end result would still fall short of fully fitting Nacro's needs.
  • Nacro required a flexible system that could adapt quickly to their evolving operational needs while sim-plifying both the reporting of incidents and the analysis of incident data by management.

Testimonial

“Nacro chose Builda as their preferred partner for a number of reasons compared to the other potential suppliers. By far and away the two biggest reasons were how open, and honest Ian and the team were to what the system could and could not do and how truly flexible the Builda no-code incident management system is to use and configure and integrate into other systems. Builda has allowed us to make better use of existing systems and allowed a significant improvement in the quality and quantity of data captured, which has in turn provided unknown information vital to ensuring Nacro’s continued success in transforming people’s lives.”
Nacro

The Solution

  • Builda designed and implemented a no-code incident management system tailored specifically to Nacro's unique operational requirements and reporting workflows.
  • The platform was fully integrated with three of Nacro's existing systems, Human Resources, Learning Management, and Property Management, ensuring all relevant contact information, escalation points, and categorisations were connected.
  • The user experience was simplified down to a single screen with fewer than ten questions, making inci-dent reporting fast, intuitive, and accessible from any browser on any device.
  • Frontline staff can now log incidents directly from their phones, in the moment, removing previous bar-riers and dramatically improving the timeliness of reporting.
  • Permissions were extended so that all employees, not just managers, can record incidents, driving up user adoption and ensuring no event goes unrecorded.
  • Once logged, the system automatically notifies the relevant people in Nacro's hierarchy based on the severity of the incident, while giving managers full visibility to monitor, track, and analyse trends across the organisation.
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Case Study

Deep Dive

Challenges

Nacro’s existing incident management system was hard to use and included a significant number of screens and questions, some of which required the user to input the same information at several stages. Only managers had the ability to log incidents into the system which resulted in many incidents seen as minor incidents not being logged. Due to all of the problems surrounding the existing system, the total amount of incidents recorded was considered low for an organisation of their size, complexity and sector.

So, Nacro wanted to implement a new software platform that would increase user adoption and would work in a way that is suitable for their needs. After approaching numerous vendors, they found that no off the shelf solution was appropriate to meet some of their more unique challenges. Also, changing an off the shelf solution can come at a very high cost, and they would still be using a system that didn’t entirely suit their needs.

Overall, Nacro required a system that works for them and quickly adapts to suit their evolving needs while simplifying the reporting of incidents for users and for management to analyse incidents.

Solution

Builda implemented a no-code incident management system tailored to meet Nacro’s unique requirements. Builda also fully integrated it’s no-code incident management system with three of their existing systems including Human Resources, Learning Management, and Property Management Systems. Now all incidents are logged and accounted for in the no-code incident management system including the relevant contact information, escalation points and categorisation. Our goal was to make the logging of incidents and subsequent access to the pertinent information as simple as possible for the user.

Builda reduced the burden for the end user to a single screen with less than ten questions, making it easier and quicker for the user to report an incident from any browser on any device. Frontline staff can log events directly from their phone. Also, we made it possible for all employees to record incidents, all of this with the aim of increasing user adoption and the total number of incidents logged.

 

Managers can now monitor and track the progress of each incident added to the system. Once an incident is recorded, the system will automatically notify the relevant people in the organisation’s hierarchy depending on the severity of the incident, keeping all the relevant people up to date with necessary information. The information in the no-code incident management system provides management with the capability to analyse and identify trends and provide insight, while highlighting areas that require urgent attention or action to be taken, making the targeting of precious resources more accurate.

Nacro’s No-code Incident Management System Statistics

  • Users logged 120% more incidents within the first two months of using Builda’s no-code incident management system. Compared to the total amount of incidents recorded throughout the whole of the previous year.
  • In the two years after implementation, users recorded over 3,000 incidents. Compared to less than 400 incidents registered in one year using their former system.
  • Nacro registered their highest number of incidents in the last quarter of 2016 compared to any other yearly quarter.

Overall, Builda’s no-code incident management system simplified a complex and challenging process and provided management with visibility and insight not previously possible. The no-code incident management system enabled users at all levels to input and analyse information to aid the management and development of the charity as well as manage compliance obligations. The statistics also show that the organisation is seeing real and measurable benefits from the no-code incident management system.

Testimonial

“Nacro chose Builda as their preferred partner for a number of reasons compared to the other potential suppliers. By far and away the two biggest reasons were how open, and honest Ian and the team were to what the system could and could not do and how truly flexible the Builda’s no-code software is to use and configure and integrate into other systems. Builda has allowed us to make better use of existing systems and allowed a significant improvement in the quality and quantity of data captured, which has in turn provided hitherto unknown information vital to ensuring Nacro’s continued success in transforming people’s lives.” Nacro