Voco Requests Manager gives you a structured, scalable way to manage any type of request, from quick internal approvals to complex, multi-stage workflows. Built on the Microsoft Power Platform, it automatically logs, classifies, and routes requests from any channel, including web forms, email, phone, or paper.
Smart workflows support cross-team collaboration, guiding each request through the right steps with built-in reminders, escalations, and service-level alerts. Pre-filled templates reduce manual effort, while real-time dashboards give you visibility across teams, timelines, and trends.
Add optional AI modules to:
- Assist with triage, surfacing past and simultaneous requests from the same person.
- AI powered responses leveraging similar or past responses.
Who It's For
- Public sector teams managing applications, approvals, enquiries, complaints, and internal workflows across central and local government
- Teams handling recruitment, onboarding, access requests, asset tracking, maintenance, and staff services
- Customer service and frontline teams managing enquiries, complaints, account changes, bookings, and escalations
- Licensing, regulatory, and compliance teams processing permits, renewals, exemptions, and policy-driven approvals
- Finance and procurement teams overseeing expenses, payments, supplier management, and audit workflows
- Education, research, and funding teams managing grants, student services, academic workflows, and ethics approvals
- Community and engagement teams handling public consultations, submissions, and stakeholder feedback
- Health, safety, and environmental teams managing incident reporting, hazards, and regulatory follow-up
How It Works Key Features
Streamline all types of requests to save time and deliver better customer service.
Request Management
- Centralises requests from any channel (email, phone, post, etc)
- Supports batch communication to multiple requesters
- Maintains a complete, searchable record of all activity
- Identifies overlapping or multi-part requests and assigns clearly to avoid duplication
- Assigns requests with clear ownership and real-time status updates
Streamlined Workflows
- Manages complete workflow from intake to final sign-off
- Automates intake, routing, and deadline tracking.
- Automated reminders and escalation of overdue items
- Auto populates fields with information from previous requests and internal systems
Optional Add-on
AI-Powered Drafting
- Detects repeated or related questions and surfaces content from past responses
- Suggests supporting material from internal documents
- Provides context for all AI suggestions including source, date, and version indicators
- Enables AI-assisted drafting with human oversight and agency control
Collaboration
- Supports cross-agency and multi-team collaboration, including shared ownership of multi-part requests
- Balances workload automatically to prevent bottlenecks.
- Automated reminders and escalates overdue items to avoid missed deadlines
- Real-time dashboards showing workload, progress, and bottlenecks
- Builds structured, searchable library of past responses for consistency across future requests
Compliance & Privacy
- Configurable security and permission controls aligned with government standards and information management policies
- Maintains full audit trail including every edit, comment, and approval step for compliance reviews
- Captures metadata aligned to Archives NZ standards and the Public Records Act
- Offers optional privacy review and redaction tools for sensitive content
- Exports responses in appropriate formats for Parliament, OIA letters, or internal reporting
Frequently asked questions
Yes. Requests Manager works for anything from internal HR or IT forms to public-facing applications, complaints, or service enquiries. You can manage everything in one place, with workflows tailored to the audience.
Absolutely. You can set service-level targets for different types of requests, and the system will flag delays, send reminders, and escalate overdue tasks so nothing slips through the cracks.
Yes. Built on the Microsoft Power Platform, Requests Manager integrates easily with SharePoint, Teams, Outlook, and your internal Microsoft 365 data, as well as external CRMs, ERPs, and APIs where needed.
You’ll get real-time dashboards showing volumes, progress, and bottlenecks, plus built-in analytics to track trends, identify common request types, and spot areas for improvement.
Yes. Each request type can have its own form, rules, workflow, and dashboard, all within a single, consistent platform. No need to jump between tools.
Not at all. AI is optional. If you choose to enable it, it can help draft responses based on past replies and internal documents, but the core platform works without it.
Definitely. You can build out conditional, multi-step workflows that route requests to different people or teams depending on the request type, department, or content.
No problem. Requests Manager is fully configurable, so if your process changes, your workflows can too. We can help you tweak forms, steps, approvals, and rules as your needs evolve, without starting from scratch.
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