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Part VI: Best Practices for Maintaining and Advancing Your OMS (part 2 of 2)

Best Practices for Maintaining and Advancing your OMS - Part 2:

How best to approach updates both in development and after you go live

As we detailed in our previous posts, bug fixes and changes to software are a routine, everyday part of software development and evolution.

That is, as long as they are addressed quickly and efficiently.

If you’ve ever downloaded an app only to delete it because it never did exactly what you wanted it to, or routinely quit unexpectedly, you’ve been a victim of what happens when bugs fail to go addressed.

Each bug, though minute, can mean simply a glitch here or there. But as they go unaddressed, they can begin to snowball and, especially in an environment that greatly depends on the software’s effectiveness, begin to create bigger problems than the bugs themselves. Things such as: 

●      Users creating work arounds while using the software

●      Perceived notion that software is “buggy” thus unreliable

●      Frustration over how the application is performing

Because we know this is the case, each of Mi-Case’s clients is provided with a dedicated, local support team that addresses each bug or change request immediately. Our customers have experienced only minimal defects and the Mi-Case platform remains the industry leading in regard to usability.  

Unlike similar industry approaches that ship bug fixes to anonymous tech teams overseas or allow defects to collect for months, only to drop huge batch updates one or two times a year, Mi-Case clients know they have a dedicated team who is dealing with their requests every time and know they can in turn expect a reasonable timeline for resolution. And our guarantee to always being transparent and to fix the issue the first time.

So in this day of virtual offices and virtual support service desk, why is a local team on-site at our customer location important?

We do this because we understand just how important it is that any vital software operates as expected, but especially in the corrections industry.  We are committed as a company to deliver defect free software - but when a bug indeed is found, we are fully transparent with our partners regarding the defect, how we will correct it, estimated time frame for completion and testing expectations.  With local staff that fully understands Corrections and Public Safety, they understand how important it is to have your agency as their priority today and everyday and ensure no interruptions to your daily operations as a result of any software glitch.

Other Articles

Part VII: What is a Change Request?

What are the best ways to engage in change requests with your OMS technology partner from both a technological and institutional perspective?

Part V: Best Practices for Maintaining and Advancing Your OMS (part 1 of 2)

So what exactly is a software "bug"? Check out Part V of our series and better understand the need for OMS software updates.

Part IV: The Vital Role Change Management Plays in OMS Implementation

Preparing your personnel for the change to a new OMS is an essential part of any successful implementation.