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Incident Reporter™

Frequently Asked Questions

Click on a question to view its answer.

Can we use Incident Reporter as our SMS?

Incident Reporter™ IS NOT a stand-alone SMS. Incident Reporter is a risk and quality management database; it includes an online employee reporting system, and is designed for data collection and safety risk management. It's also a quality management tool. It works with OAG's written SMS Manual and supporting programs, or IR can easily be integrated into existing Safety Management Systems. OAG's Quality SMS is a complete Safety Management System that meets all ICAO, FAA and Transport Canada requirements for SMS.

Is this a hosted solution or are we expected to purchase our own server(s)?

When you subscribe to the Quality SMS, OAG hosts your customized IR SMS database on our secure servers. Through agreement with our trusted business partner TierPoint™, OAG's servers reside in a state-of-the-art, climate-controlled, finger-print secure facility with five internet pipelines, conditioned UPS power and backup generators. Multiple redundant drives, daily backups and SSL (Secure Sockets Layer) encryption ensures the security and integrity of your data with 99.96% uptime reliability. Please see IR white papers for more information. Your privacy and the security of your data are our top concerns.

Are there yearly fees associated with Incident Reporter after the initial purchase? If yes, how much?

Yes. Your Incident Reporter SMS database, complete with online reporting, email notification, and secure data sharing capabilities, is hosted for a monthly fee, based on the size of your organization and / or the number of aircraft you operate. OAG wants to make its IR SMS database affordable to smaller organizations for as little as $250.00 per month, plus $10.00 / employee per month. Contact your OAG sales representative for a quote.

What about SMS Implementation? Is there any cost involved for support or enquiry via email or phone?

Quality SMS customers receive lifetime support via phone and email. We want to make your SMS as painless and effective as possible, and that includes providing you with the support you need to address all of your SMS planning, implementation and support issues. Contact OAG to obtain our Quality SMS Implementation white paper. This document explains how to implement the OAG system using the recommended phased approach. Through the use of OAG's customized SMS Manual template, SMS database, online SMS training and free SMS consulting services, you can be on the 'fast-track' to implementing a comprehensive and effective SMS that meets all ICAO, IS-BAO, FAA, Transport Canada, and EASA requirements.

If any customization is required, e.g. additional safety form or reports, what is the hourly / per day customization cost?

We've had many requests for customization, and charge USD $120.00 per hour for these services. Quality SMS subscribers enjoy lifetime upgrades and improvements at no charge. As our customers provide us with feedback on new features they'd like to see, we evaluate and apply them across all Quality SMS customers' databases. Regarding forms, many of our clients are doing away with their paper forms in favor of online reporting. Most of IR's online reporting functions are user-defined. Your database administrator sets up the choices available to reporters in the online reporting form's drop-down menus, which are derived from IR's user-defined Value Lists. In addition to safety-risk management, the IR SMS database can also be used throughout your organization to manage occupational health, environmental, security and quality management issues. Several of our customers are now using their IR database to record needed customer service improvements, and to then manage and resolve these issues.

Is this a web-based system?

For the most part, but not completely. It's a "hybrid" system, whereby employees can access the database using only a web browser for online reporting, data entry, task assignment, "sign-offs" and email communications. A FileMaker Pro client application is needed for database administrators who wish to run reports, export data, and perform trend analysis. These licenses are available from OAG for USD $150.00 each. Both web browser and client-server connections are password-protected and SSL-protected for maximum data security.

What versions of Windows is Incident Reporter compatible with? Is a MAC version available?

IRv2 is built on the FileMaker platform , which is currently compatible with Windows XP, Vista, and Windows 7. The Incident Reporter SMS database now supports both MAC and PC platforms. Client applications are delivered with both MAC and PC license keys. Full hardware and software specifications may be found in the IR White Papers.

Does your product provide graphs / charts as part of the analysis?

Effective June 2010, IR Enterprise supports graphical representations of data without exporting to Excel. Presently, IR supports data export into a variety of formats including Excel, from which you can produce charts and graphical representations of your data. IR's FileMaker Pro platform easily integrates with MS Office. See the FileMaker document titled “How to Integrate FileMaker Pro with Microsoft® Office” from FileMaker at http://www.filemakertrial.com/diydepot/

What’s FileMaker, and how does it relate to Incident Reporter?

Incident Reporter is built on the FileMaker platform. FileMaker is owned by Apple, and this powerful, easy-to-use database platform is used by millions of people and organizations worldwide. Omni Air Group is a member of the FileMaker Business Alliance, and through formal agreement with FileMaker is authorized to bundle FileMaker products with Incident Reporter. OAG has leveraged FileMaker’s many years of software development to create the Incident Reporter safety risk and quality management database - powerful, reliable and fully supported by both OAG and FileMaker. For more information, visit FileMaker online or click here for information on using FileMaker with Microsoft Office.

Can Incident Reporter track trends and process that data into meaningful risk controls?

Yes. OAG has seen a number of SMS databases which are good at collecting data, but lack the ability to see trends, and to process that data into meaningful risk controls and corrective actions. IR's new and powerful Data Mining layout permits multiple constrained finds, and finds in all fields, so you can easily spot trends, and act accordingly. The IR SMS database also helps managers see all safety risk and quality management processes through to completion, including communication of lessons learned to personnel and industry.

Is there a limit to the number of logins/users?

Your IRv2 SMS database supports an unlimited number of employees, and up to 250 simultaneous users! The Senior Administrator controls access by assigning login names. Administrators are authorized to close a record or lock/unlock a Corrective Action Plan. Users are typically department managers, auditors, and employees who need to create a record and enter data. Online "reporters" can only access the Online Reporting Form, from any web browser, anywhere in the world.

Can you retrieve a summary for a specific period of time?

Yes! The IR Data Entry layout, and the Record Status Summary and Data Mining layouts, permit specified time periods to be selected. You can further perform finds within the found set, or do multiple constrained finds that include date ranges, to find the data you're looking for within the IR SMS database.

Can you explain the reporting functions of IR more fully?

IR offers pre-programmed reports which include a Safety Risk Management (SRM) Process Report, a Safety Risk Profile (SRP) Report, a Communication of Lessons Learned (CLL) Report, and Cost Reports. These reports can be printed or emailed as an attachment. Trend reporting is now fully user-defined within the Data Mining Layout by first targeting desired data using IR's powerful FIND commands (which work in any field), and then exporting to Excel for data sorting / charting / graphical representations. Multiple constrained finds are possible, so you can see, for example, all events within a specified date range, and then view a pie or bar chart of those events by station. Trending permits managers to identify problem areas within a system before an accident occurs, and to target the application of valuable risk management resources.

Can you provide us with printable information that describes the features and functionality of IR?

Yes. Request the white paper: OAG Quality SMS from your sales representative. Additional information may be found in the Incident Reporter White Papers, available on the OAG website.

We want to integrate our data with other Microsoft applications, (such as Excel). Any suggestions?

The IR SMS database supports data import from XML and ODBC data sources (such as Oracle or Microsoft Access databases). IR is also easily integrated with Microsoft Office. See the FileMaker document titled: How to Integrate FileMaker Pro with Microsoft® Office.

Can reports be completed online and sent in via the internet with Incident Reporter?

First, a link from the employee area of your website (or from where your employees now report) connects employees to IR's Online Reporting Form. This form is user-defined (using value-list entries) to match the types of events and other data you want captured. When a report is submitted, a new record is created and all reporting data automatically populates the database. Employees can only access the reporting form, not the database. Second, your management team can access the database from any computer with web access, to permit managers and auditors to enter investigation results, CAP development, completion of risk controls or corrective actions, or follow-up audit results while in the field. There are some limitations when managers and auditors access IR via a web browser; reports cannot be run, data cannot be exported, and images cannot be attached. A client-access (FM Pro) license is needed for each user who wants to run reports and export data.

Related to this, do all the computers need to have the software loaded to be able to send in a report?

No one needs anything other than a browser and internet access to submit a report of a hazard, safety concern, incident or other event, using IR’s built-in Graphic User Interface (GUI), the Online Reporting Form.

As the Director of Safety for my company, I am already swamped. Won’t IR just create more work for me?

SMS requirements will create more work for everyone in your organization, but you can’t improve on quality without discovering process deficiencies and correcting them. Using your IR SMS database will however simplify and streamline your risk and quality management activities. The key is to engage your department managers and have them develop their own risk controls and corrective actions for the processes they own. As your managers identify hazards and improve processes within their respective departments, your combined efforts will ultimately pay off with fewer interruptions / incidents, and a smoother operation overall. Use of the IR SMS database will also reduce “paper-pushing” with automated processes and tracking, while ensuring that assigned safety risk and quality management tasks don't “slip through the cracks”. Reports of hazards, incidents and other events should be investigated and acted upon by department or station managers for issues within their respective departments / stations. These managers should perform their own investigations, develop their own Corrective Action Plans (CAPs) and complete their own risk controls and corrective actions, including setting their own due dates for these processes. As a control measure, someone outside the department (such as the DOS or an auditor) should always perform follow-up audits. You may also want your DOS or another administrator to accept CAPs that are developed by department or station managers. Ultimately, it is up to you how you assign responsibilities and set due dates.

How long will it take to deliver to Europe?

OAG delivers all software and documentation via electronic download. Orders are typically filled (including customization with logos and graphics) within 7 - 10 days of receipt of payment by bank wire transfer or credit card.

Do you guarantee the product and if yes for how long?

We support our software for the life of the product. The program has been extensively tested and is now in use by more than 70 operators and aviation companies, worldwide.

In relation to Authority Levels, users are prohibited from locking/unlocking CAPs, closing/opening closed records, and exporting data. So in the software, users can enter text etc. in any other tab?

Yes, users can enter data in any tab of any OPEN record with a Corrective Action Plan (CAP) that is not locked. after an Administrator closes a record, no one can enter data into that record. If a record is OPEN and the CAP is locked, users can still enter data regarding risk controls, corrective actions, monitoring, follow-up audits, lessons learned communications and image attachment (and cost data entry), but they cannot change data in that record regarding the initial report, the investigation, and development of the CAP. In order to do this, an Administrator must first UNLOCK the CAP. These controls preserve the integrity of your data and give the person who accepted the CAP confidence that the terms of the CAP they accepted cannot be changed.

In IR you can enable automatic email notifications when assigned responsibilities are due/over due. Does this mean that when you assign someone to develop a Corrective Action Plan (CAP) that they are automatically notified via email when the task is due to be completed? Is it the same for risk controls and corrective actions?

Email notifications are automatically sent to the responsible person when an online report is received; an investigation is assigned; results of an investigation are due; a CAP development is due; any individual Risk Control or Corrective Action is due; follow-up audits are due (for each RC/CA); and when communications of Lessons Learned are due. Each of these SMS processes is assigned to an individual, along with a due date. Email addresses are set up by an administrator using Value Lists, and when the "days left" counter approaches a due date, a user-defined email is sent to named individuals, informing them that an assigned responsibility deadline is approaching. Administrators can also simply click on the “Notify” button to manually send the user-defined email message.

I like the program, although I am not sure if we would benefit from the cost tracking portion. I would like the company to use the cost portion but whether or not we have the admin time and commitment especially on the maintenance side to make it beneficial is unknown.

The cost tracking features within the IR SMS database are simply an added benefit for those who want to use them. Many accounting departments do not have a means to cost-account for incidents and irregularities. If you track these, you should see costs go down as your SMS becomes more and more effective. Cost reductions can also be used as performance indicators, and are powerful motivators for top management.

What all is involved behind using a web GUI to input data in to Incident Reporter?

The online reporting form is a web GUI (Graphical User Interface), and you can capture all generic incidents, not just aviation types; ie vehicular, chainsaws, allergic reactions, etc. for both aviation and fireline occurrences. Your field staff wouldn't see IR, only the web-based online reporting form for data input. You can set up the types of events you want to see reported in Value Lists. Remember, IR can be used not only to capture user-defined events, but for any quality management purpose you desire, be setting up Value Lists appropriately.

Can the initial program be customized to suit our specific needs?

Many features of IR are customized by users through user-defined value-lists. If more customization is necessary or desirable, we may be able to further customize the program for you, depending on what you want. Additional customization is charged at $120.00 per hour.

As we were looking at the online reporting form, if you open the site and then cancel it without sending a report it still records that in IR. Is that correct?

When a reporter logs in to online reporting, the reporter is taken to the 'Help Us Improve System Safety' screen, which talks about non-punitive policies and anonymity. If the reporter clicks on 'Cancel' at that point, no record is created. If the reporter clicks on 'Continue', a new blank record is created and the reporter is taken to the Online Reporting Form. If the reporter clicks on 'Cancel' while in the Online Reporting Form, the newly created record remains, which will show only: Date: (current date) and via: Online Report ...with no other data. In this situation the record can be cleared by an administrator and will then show as: Unused Record Number. The record may be reused by manually entering data, or closed and left unused. We set up the database in this manner so that record numbers would remain in consecutive order, and you would not have to explain to regulators why a record was deleted. After filling in the fields on the Online Reporting Form, when the reporter clicks on 'Submit', the newly created record is populated with the data. Most of this data will present on the Incident tab. Additional reporter information (if provided by the reporter) will display by clicking on 'Reporter Information' under the Admin Switchboard. If the reporter does not provide his or her name, the record will show: Reporting Source: Anonymous. In addition to populating the record, clicking on 'Submit' takes the reporter to the 'Thank You' screen. The reporter can then click on 'Exit', or close their browser. If they fail to do either, the program will automatically log them out after 5 minutes.

Are some of your key data fields designed as drop-down lists ie. on the incident tab, the "type of event" or "station" fields?

Yes, and these drop-down lists are set up by your SMS database administrator so that users are limited to the pre-determined choices; this is important for data integrity and accurate trend reporting.

How exportable is the raw data and/or report data to other tools such as Excel or Word?

Easily exportable. We think the FileMaker platform (on which the IR SMS database was developed) is superior to MS Access and easier to set up, code and use. A FileMaker do-it-yourself guide for integrating IR with MS Office is available from OAG which explains how to integrate IR.

We already have a proprietary Aircraft Management System (AMS) tool that is in place. It is an Access tool that we're going to rewrite sometime in the next year or two. Not sure what it's going to be done in but it won't be Access again. It houses all of our information on aircraft costing, carrier & pilot info, usage and so forth. I can see a couple of primary fields that might allow us to merge some data from our system with data generated from yours ie. carrier name or aircraft tail numbers. Thoughts on this?

You could rewrite your AMS with FileMaker and share server software, client-server software, web GUIs and other functionalities with Incident Reporter. IR supports data import / export from your existing AMS, or we could also customize the IR SMS database to suit your needs.

How adaptable is the Quality SMS system, are we able to customise to suit our operations?

OAG’s Quality SMS is fully customizable to your operations, including the written SMS Manual / supporting programs, as well as the IR SMS database.

Can we incorporate at some future stage our whole operations manuals forms, pilot duty tracking etc into the system?

Yes. Effective June 2010, the OAG Quality SMS supports uploading of operations manuals, forms, Excel spreadsheets and other data, with links to and from your company website, the IR database, and other online resources.

We are an unusual operation here, as the fwd operating bases are in the jungle, so access to the information and reporting of not only incidents but day to day operational reporting would be great if web based.

The entire system can be accessed and all reporting done via the web, using Internet Explorer, Mozilla FireFox, Safari, and almost all web browsers. Data connections to the internet from cell or satt phones can also enhance connectivity.

Where should I direct questions I have about the trial version of Incident Reporter?

Please feel free to direct all of your questions to the OAG office or your OAG sales representative.

If additional training is required, what are the available arrangements?

We currently have a demonstration video available for viewing. This video will familiarize users with the IR SMS database. OAG is planning further tutorials for users of IR. The IR SMS database is highly intuitive and contains built-in "reference screens" for all users. The IR User manual is also comprehensive and accessible online from within the database. Free initial "train the trainer" web-based training is also offered.

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