High Request Volumes
Managing thousands of individual service requests without automation, causing delays and duplicated effort.
Helping healthcare teams coordinate nearly 20,000 language service requests annually through a centralized digital platform.
Compass Wellbeing CIC supports operational programmes delivered for NHS ELFT. One of their core services involved coordinating interpretation and translation requests across healthcare environments — connecting three independent operational groups.
As service demand grew, manual coordination became impossible to scale. They needed a dedicated platform to centralize requests, simplify coordination, and create operational visibility across all stakeholders.
The platform needed to become the operational layer connecting multiple organizations while maintaining reliability and simplicity — all within aggressive delivery timelines.
Managing thousands of individual service requests without automation, causing delays and duplicated effort.
Email-driven request management created operational risk, visibility gaps, and unnecessary admin overhead.
No centralized system meant that request status was unclear and difficult to track across organizations.
Coordinating three independent operational groups with different workflows, permissions, and responsibilities.
Simplifying the complex process of assigning interpreters to requests across multiple agencies.
Building a system engineered from day one to support sustained growth without degrading reliability.
Without a centralized system, request management created delays, duplicated effort, and operational overhead. The goal was to transform a fragmented chain into a unified digital workflow.
Each step in the chain needed clear ownership, status visibility, and automated handoffs to remove manual bottlenecks.
Submits interpretation or translation service requests
Manages intake, assignment, approvals, and delivery workflows
Receives requests, updates statuses, and completes service activities
Status updates, completion records, and performance reporting
We designed and developed a custom web-based operations platform focused on service coordination and request management — turning a fragmented process into a structured workflow.
Structured intake forms with validation, priority tagging, and automatic routing to the right operational teams.
Real-time dashboards providing full visibility into request volumes, statuses, turnaround times, and performance metrics.
Automated alerts keep all stakeholders informed at every stage — from submission through to service completion.
Smart assignment engine connecting requests with the right interpreting agencies based on language, availability, and service type.
Full audit trail for every request — accessible to authorized users for compliance, analysis, and dispute resolution.
Reduced manual overhead through automated status transitions, assignment suggestions, and notification triggers.
The system was architected to support multiple organizations operating through a shared platform without increasing complexity for any individual user group.
Submit service requests with full context, track progress in real time, and access service history — all without chasing email threads.
Central command for the entire workflow — intake management, agency assignment, approvals, and delivery coordination in a single interface.
Receive structured assignment notifications, update service statuses in real time, and complete activities through a clear, dedicated interface.
The project followed a structured collaborative model. The client and Clingo jointly created a project plan and worked through phased delivery milestones with weekly and daily discussions during active phases.
Deep-dive into existing workflows, pain points, and organizational requirements across all stakeholder groups.
Designed a scalable system architecture capable of supporting high transaction volumes and future growth.
Iterative build cycles with regular client touchpoints to ensure alignment with operational requirements.
Rigorous testing cycles, stakeholder feedback sessions, and seamless production deployment within timeline.
This was not designed as a small internal tool. The platform was engineered to support sustained operational traffic across multiple user groups with long-term maintainability.
Whether you need a complex multi-organization workflow system or a streamlined operational tool, we can help you design and build it right.
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