Attend to all customer complaints, incidents and issues raised using a cloud/ web - based solution that automates the support system of any organization by providing real- time assistance to the customers.

A software solution that the business use to manage customer support inquiries, track progress, and ensure that all customer issues are addressed in a timely and efficient manner. A Web/ Cloud based solutions for the reporting of the issues and concerns of stakeholders.

Valued Customers


One Centralized System

A computer system that provides centralized control, where all the resources, data, and operations are managed to improve security.


Helps streamline manual and repetitive tasks to increase efficiency, reduce costs, and improve accuracy on the expected output.


Enables to manage the increased demands by adapting and expanding its resources or capabilities.

Maintain a High Level of Service

Improves customer satisfaction, exceed the expectations, increase loyalty, and build reputation.

Streamline Operation

Refers to optimizing and simplifying processes and procedures within an organization to improve overall performance.

General Features

Customizable Workflows that support data capturing data processing, presentation of results, escalations and approvals that eliminates hard coding for required changes

Faster submission, approval and processing, and resolution of issues and raised concerns through workflow

Provide system notification for any transaction made in the system that needs appropriate action

Have role-based access and support different Roles

Better tracking of actions and changes in the data inside the system through audit trail module

Interoperable for easy integration with other IT systems

Data Privacy Act (RA 10173) complaint

Passed the VAPT security testing and OWASP Top 10 reference standard

How It Works

Features & Functionality

Dashboard Management

  • Customizable Dashboard that displays, tracks, and monitors the Helpdesk System through real time information of issues such as summary on number of issues per status, top issues, aging issues in the form of tables, line charts, bar charts and gauges.
  • Advance keyword search facility or variety of search methodologies to quickly find certain ticket/ issue, knowledge base article, customer/ user profile and other data.
  • In – App analytics that provides insights to the management that supports decision making.

Knowledge Base Management

  • Obtain an updated information that can be created or added and modified which can attach files in different types from various sources such as Frequently Asked Questions (FAQs), Job Aids, policies, resolutions, workarounds and others.

  • Organize proper classification with indexing/ tagging of knowledge base articles that can be linked to incidents, requests, and problems easily.

Requester/ Customer/ User Profile

  • Creation and modification of user information of personnel such as Name, ID, Office, Address, Contact Number and other required data can be captured with predefined forms and templates to add and update fields, columns and parameters.
  • Ability to link Requester/ User Profile to the created incident, service requests and problem of the users.

Workflow Management

  • With Configurable workflow process for each defined issue/ request type with option to define the owner per workflow step with computation of the time spent or Turn-Around-Time per processor and/ or Department/ Section/ Unit to complete the processing of the issue of request.

System Security

  • Ensure security with Two-Factor Authentication using Password and Captcha and Configurable Password Policy. Facility to view a complete history or audit trail that monitors the activities done by each authorized user on the system that can be retrieved and generated easily.


  • Send email/ in-app notifications for all status of tickets to concerned/ assigned users, creation of user account and reset/ forgot passwords of users.

Feedback/ Survey Management

  • View automated user satisfaction survey that collects feedback from end users customizable feedback form.

Configuration Management

  • Accessible and efficient administration of system configuration and management with user maintainable reference tables, libraries, and configurable workflow.

User Management

  • Capable of enforcing role-based access to different types of user for restriction and grant of access per module.

Service Requests, Incidents, Tickets, and Issues Management

  • Maintain, identify, and manage the reported incidents, issues, and service requests within the agency/ organizational unit.
  • Escalate to multiple or various assignees, individual employee, group of employees or organizational unit as needed with categorization, priority matrix, monitoring management and others.
  • Allow requesters from various channels to create, modify, escalate, resolve, close, and cancel the incident, issues, and service requests to concerned parties

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Payroll Management

Process payroll for thousands of employees in a few minutes, thereby saving a significant amount of time in payroll preparation. Likewise, it automates computation of government statutory deductions such as withholding tax, GSIS, PhilHealth, and Pag-IBIG. In addition, it handles the processing of Year-End Benefit (YEB) and Cash Gift, Year-End Tax Adjustment, RATA, PERA, Loyalty Pay, Longevity Pay and allows to create and define qualification criteria to process other unlimited earnings and bonuses. Government reports namely GSIS remittances and loan payments, Philhealth, Pag-IBIG, BIR Form 2316, and alphalist are available in the system. Furthermore, employees may request for a voluntary SSS Contribution.

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Online submission of Personal Data Information, and filing of required documentary requirements has never been more accessible and easier to internal and external applicants. The system handles scheduling of examinations and interviews with email notifications to applicants. It automates the initial screening of applicants’ age and citizenship, records their examination scores and interview ratings and provides information on the required CSC Qualification Standard per position against the qualification of the applicant for easier evaluation. Personnel Selection Board (PSB) members can transcribe their agreement, results of their deliberation and scores per applicant. The module captures different recruitment status such as For Hiring, For Interview, For Examination, For Archive, For Future Pool, and Blacklisted. It automatically transfers hired applicant’s electronic record to employee masterfile.

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Employee Self-Service​ - (ESS)

The Employee Self-Service allows a paperless application and approval of Leave of Absence, Overtime (OT), Travel Order (TO), Official Business (OB), DTR Correction, and Training Requests anytime, anywhere using the internet. Approvers are user-definable and can be assigned on a per employee basis. Users don’t have to worry about their application as they will be notified about the status of their request. Likewise, employees may view and print their own payslip, Daily Time Record (DTR) and Leave Ledger wherever they are at any instance which reduces the time and effort of the HR Personnel.
To keep the employees updated of the current activities and information about the agency, the system is designed to allow the HR Personnel to upload News, Announcements, and Company Policies. Moreover, employees are allowed to submit their personal feedback and suggestions to HR Personnel. Forums are also possible in the system for the employees to discuss important topics without roaming around other departments/areas.ESS may come with mobile application which makes it more portable and convenient for employees to use when filing applications and accessing timesheets and payslips.

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It allows users to create an unlimited number of trainings based on the competencies for further enhancement. The Training Module provides a summary of training required per employee based on the competency requirements per position. System provides the summary of training requested by the employee including its status such as attended, partially attended and not yet attended by employee. The Personnel Development Committee can easily monitor, identify, and approve trainings that exceed the maximum allowable requirement of training through Employee Self- Service (ESS).

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Wellness and Relations

A module designed to define an unlimited number of events or activities such as sports, cultural events, social events, and the likes that promotes the monitoring of participated activities by the employees, which are also available in the generated reports for employees’ wellness activities. This module can also identify and maintain unlimited schedule of activities and selection of participants, wherein selected participants can be notified through the Employee Self-Service Announcement Widget.

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This module allows user to easily retrieve and modify employee’s medical records from their recruitment up to his present day to day medical requirements. Setting of employees’ and dependents’ maximum reimbursable amount per medical category can be done through this module. It also has the facility to record and save unlimited number of diseases and illnesses as listed in the International Codes of Diseases (ICD-10). The system ensures reliable, consistent, and faster processing of employees’ and dependents’ medical claims. Moreover, it automates the monitoring of employees’ utilized and available medical balances. It also generates reports which can be used to determine the most commonly acquired diseases and illnesses by employees that affect their attendance and performance.

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Property Monitoring

A module that defines an unlimited number of items or assets and has the facility to create an item number and a system generated code (which can serve as reference code) for each defined asset that can be distributed and assigned to employees. It also eases the management of employees’ accountabilities movement (transfer and returns) through record history of issued assets. This is a very helpful tool for accounting department in tracking of inventory of all accountable properties assigned to employees because of its fast availability of information on item details such as acquisition date, acquisition cost, and employees’ property assignment. This is beneficial especially when a retiring / resigning employee is applying for their final clearance.

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Strategic Performance Management System - (SPMS)

With Integra HRIS Government Edition, the performance of employee, organizational unit, and company as a whole can be measured based on scientific metrics through the use of Strategic Performance Management System as required by Civil Service Commission (CSC). It processes Individual Performance Scorecard (IPS), Executive and Managerial Officers Performance Scorecard (EMOPS), Competency Assessment Result (CARS), Individual Learning and Education Accelerating Performance Plans (ILEAP), Feedback Observed Competencies for Coaching and Improvement Sheet (FOCCIS), Progress Accomplishment and Coaching Engagement Requirement (PACER), and other performance reports and forms as required by CSC. It identifies the list of competencies per employee for further development to be included in the company’s training program.

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Leave Management

Managing and monitoring of employee leaves has never been this easy. This module makes the updating of all leave types such as Sick Leave, Vacation Leave, Paternity Leave, Maternity Leave and others more convenient. It even allows automatic generation of Sick Leave and Vacation Leave earnings per month and monetization of leave balances anytime of the year. Also, easily monitors the employees’ leave application status assuring that no applications will be left unattended.

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Employee Record Management

Integra HRIS Government Edition manages the information of all employees such as the complete Personal Data Information, scanned 201 document, Employee Career Movement, Agency Service Records and Plantilla History. Employee Records regarding family background, work experience, current employment details, employment history, service records, and other relevant information can easily be maintained. Additionally, this module has the facility to process the issuance of all types of action notices such as promotion, renewal of contract, transfer, reinstatement, step increment, reassignment, job rotation, and a lot more. It also has a facility to attach documents such as Birth Certificate, Marriage Certificate, Diploma, Training Certification and more.

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Time and Attendance

Tracking employees’ Daily Time Records (DTR) using timesheet or time cards can be highly stressful especially for those that employ thousands of employees. This activity alone may become costly, overwhelming and time consuming. If not given utmost importance, this is a major cause of financial losses to an organization.

Integra HRIS Government Edition has the most comprehensive time and attendance solution. The system can create unlimited number of local and nationwide holidays and schedules including flexi-time, core- time, shifting and attendance exempt that can be assigned on per employee basis. Employees overtime can either be paid in cash or be converted into Compensatory Overtime Credit (COC). In addition, system can be linked directly to biometric devices thus eliminate manual input of time in and time out of employees.

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