5 signs your government agency needs a case management solution

If you think case management only applies to the courtroom or social services agencies, you might want to take a second look. While case management has its roots in these and other specialized fields, the IT world has embraced and extended the concept, applying its principles and capabilities to cover a broader scope.

As technology has evolved with changing business needs, case management solutions have evolved accordingly to support work that is unstructured, unpredictable, and collaborative. This takes the conversation beyond the process automation and efficiency-driven solutions that organizations have long been using to handle repetitive and tedious tasks.

Now, innovative vendors are designing case management software to support knowledge workers and information-centric work – ultimately improving customer service with better experiences and relationships.

What is case management? Do I need it?

Can your organization benefit from a case management solution?

Ask yourself these five questions to find out.

1. Are key employees managing work you can’t fully automate – and could they be doing it better?

Think about the critical areas in your organization that are heavily dependent upon any individuals who need to use their knowledge, decisions, and discretion to determine the outcome of work. Do these employees need a better way to manage their work, including unpredictable tasks, exceptions, incidents, investigations, and complex requests?

If you have areas where employees are interacting with and relying on information to make decisions, you could benefit from case management software and the ability to manage those relationships, requests, issues, and investigations like a “case.”

2. Is information scattered across Excel spreadsheets, file shares, email inboxes, and antiquated departmental apps?

Consider the work that employees are currently managing in scattered spreadsheets, paper or electronic file shares, or departmental databases like Access or Lotus Notes. How are business users handling the related information and key supporting content required to make decisions? Is information getting lost, misplaced, or is it frequently out of date?

If users spend time searching across locations and applications to find the information they need, case management capabilities can provide a better option. These solutions provide instant access to all information in one complete view – including data, documents, notes, and other information surrounding a case, customer, incident, investigation, or relationship. This ensures employees are accessing the most up-to-date information.

And by eliminating the need for them to switch between information silos to get their work done, you’ll increase both productivity and job satisfaction.

3. Is there room to improve your customer-facing work processes?

The customer is at the center of a successful case management approach. In fact, 58 percent of organizations consider case handling to be vital or very important to their customer experience management, according to AIIM research.

Think about your processes, people, and departments that deal directly with your customers. Do you want to improve these relationships and better manage the critical information that supports them?

If so, the right case management solution gives your employees 360-degree views of the relationship, easy access to all supporting content and information, and a detailed history of past customer interactions to make better decisions.

4. Do you need to show a trail of actions, decisions, and information for internal or external audits?

Visibility is a huge benefit of effective case management – and that goes beyond the 360-degree view of a case for the knowledge worker. The right solution is also a tremendous way to improve visibility for regulators and internal and external auditors.

In fact, recent AIIM research points to strong compliance and reduced risks as one of the biggest drivers for improving case management capabilities.

The same level of transparency, detailed auditable history of all actions taken, and ease of access to supporting data and documents that benefits your employees can also streamline the audit process. Increased visibility mitigates the risks of fines and penalties resulting from missed deadlines or the inability to produce specific information during an audit.

5. Are there gaps in day-to-day work – areas that your major line-of-business applications and current IT investments can’t fully support?

Line-of-business systems like your ERP or HRIS are critical for managing specific operations, but they aren’t always optimal for managing the content and information surrounding those processes. Are employees spending time switching between multiple systems to get work done or filling in the gaps themselves with those spreadsheets and other applications mentioned above?

If you and your business users play “mind the gap” with your key data, documents, and processes, a comprehensive case management solution can bridge the disconnect and provide all of this information within one intuitive interface.

If you answered yes to most or all of these questions, you could benefit from a case management solution.

The next step is selecting the right offering for your business needs. Download The Forrester WAVE™: Cloud-Based Dynamic Case Management, Q1 2018 to learn more about the type of features to look for when evaluating a case management solution.

Terri Jones is an enterprise advisor with Hyland’s Global Services team. Before coming to Hyland, in her 10-plus years in both state and local government, she’s managed IT departments, implemented ECM strategies and written legislation and program policies. As an enterprise advisor, she uses her background in IT deployment, change management and strategic planning to lead workshops that help Hyland customers get the most from their solution investments.
Terri Jones

Terri Jones

Terri Jones is an enterprise advisor with Hyland’s Global Services team. Before coming to Hyland, in her 10-plus years in both state and local government, she’s managed IT departments, implemented... read more about: Terri Jones