As required by law, QUT’s Department of Health, Safety and Environment (HSE) must log, manage and report on all incidents (including accidents, issues and potential problems) encountered on the campus.
For many years, the university managed this process using paper forms which were submitted to the HSE team who would manually copy the information into an Access database. In 2012 HSE started using the ticketing module of their cloud HR application. However, the online form offered by the solution could only be used by staff. Students couldn’t access it at all, meaning many incidents went unreported. Staff were generally unenthusiastic about using the system and they often failed to fully complete the clunky reporting form, which meant there was never enough complete or relevant data for the HSE team to work with.
Despite every endeavour to configure and stretch its capabilities, the ticketing module was never truly fit for purpose. And because the system lacked flexible reporting capabilities, it was difficult for the HSE team to analyse data to the desired degree. With only a couple of fields to collect supplementary data, issues couldn’t be filtered at a granular level.