The following questions summarize the most often sought after WorldReach Software information. If after reading the following, you still would like additional information, please do not hesitate to contact us.
What is required on-premises (such as headquarters, post, mission, alternate end user location) to install a WorldReach product?
The WorldReach consular product suites are a web-based application developed on the Microsoft technology stack.
The software as a service (SaaS) delivery can be installed on a secure cloud. WorldReach works with any cloud provider (e.g. AWS, Microsoft Azure), including government clouds, government-accredited private cloud providers, or government-approved private cloud providers.
For on-premises installs, installation is performed centrally usually at headquarters or to another hosted site. Users at posts access the application through a web browser and therefore no local installation is required. A more detailed deployment specification can be provided upon request.
Are specialized (i.e. WorldReach) technical staff required to install WorldReach Consular Software?
No, the consular software can be installed by any technically competent resource. We suggest that initial installation of the central server be done jointly with departmental staff to facilitate knowledge transfer and concurrent system/database administrator training.
How much time is required in the training of technical staff?
Technical staff who are required to support the system could be trained in a couple of days by our application specialists at your site or at ours.
Who trains staff? Are there training modules?
The preferred method of initial user training, provided by WorldReach, is in a Train-the-Trainer scenario to develop the knowledge base within a core group of departmental staff (preferably from your consular training area or at least a consular field staff position). This group in turn would be responsible for training consular staff around the world either over the telephone or in a classroom setting. This method has proven the most successful and economical over the last 20+ years. Should training staff not be available within the department, arrangements can be made to have WorldReach take a more active role in training consular staff after implementation.
Are user guides/manuals provided?
User manuals are available for each module providing detailed descriptions of how to use the software. These are available in PDF format as well as modifiable documents to which policies and procedures can be added by your staff prior to distribution.
What is the approximate time required to install the software at each location?
Most of the software requires no workstation level installation.
What is the recommended security of the network?
We would highly recommend the consular group work with the department’s information technology group to select an approved network environment. It is likely that there are established security standards based on the security classification of the data and this will influence the appropriate network implementation.
Does the software have diagnostic facilities?
From the user perspective, the consular software provides informative error/warning messages and information. This should enable users and local administrators to resolve many issues without having to contact HQ. This information can also be provided to WorldReach, when necessary, for further diagnostics analysis and issue resolution.
What type of management reporting functions are available?
In addition to the statistics that are being captured on a day-to-day basis as a by product of the consular workload, one of the consular modules, Resources can record time spent on consular activities. This information enables management staff at posts and HQ to analyze workload issues by type of consular activities, by category of consular staff, by type of posts, and by geographical locations.
What are the operational costs elements?
The ongoing operational costs will vary based upon the number of sites, the number of users, the turnover of users and number of cases/year.
The ongoing operational costs will consist of the following items:
- Annual consular software license maintenance (typically 20% of initial license fees).
- Ongoing training of new users, user liaison and basic system administration (e.g. maintaining user ids, code tables). This is typically a consular staff member and could range from 50%-75% of his/her time assuming 50 sites with 100-150 users.
- Database administration (e.g. backups, database maintenance and optimization). This is typically a database administrator from the IT Division that would be shared across several applications. Consular software usage of a DBA could range from 20%-30% assuming 50 sites with 100-150 users.
- Hardware and software maintenance for central server will depend on purchase vs. lease decision and accompanying maintenance agreements with the local equipment vendor.
Additional user/technical support costs may be required depending on the level of support on a 7/24 hour basis that is desired by Consular Division and if there is a help desk in operation by the IT Division which can include the consular software for first call level screening. The time periods during which the greatest level of support is required will be dependent of the hours of operations and locations of the posts around the world. WorldReach can provide support on a 2nd and 3rd line basis on a 24/7 hour basis if or when required.
What is the adaptability of the system?
For all WorldReach modules, we conduct an up front analysis of our customers’ requirements. In our experience approximately 10% of the license cost should be budgeted for specific MFA adaptations.
What language does the software support?
WorldReach products are multilingual, which currently support English, French, Spanish, Danish, and Dutch. The adaptation to other languages is managed by the customer and can be very easily included.