Australian Government Architecture

Case Management

What is Case Management?

Case Management is the ability to manage the workflow of steps in a process to their resolution to meet the needs of individuals or business. This may involve engagement, assessment, planning, implementation, coordination, monitoring and evaluation.


To consolidate case management solutions with aligned functions to increase efficiency and reduce complexity of government service delivery.

Policy Elements

Case Management Policy (Position) Mandate:
  • Where reuse is not possible, provide evidence of which systems across government have been investigated, and demonstrate how any new investment will be extended and operationalised for reuse.

  • Engage across government to investigate the reuse of existing investment in Case Management systems.


This capability is part of the following domain.

Government Service Delivery


The following policies have requirements that impact this capability.
Mandate: Unendorsed
Status: Consulting


The following designs include examples of how digital solutions in this capability can be delivered.
The EPM Pega Platform may be used by other agencies within the Home Affairs portfolio as a unified Case Management platform capability.
The IMS Program will underpin the AFP's Next Generation Investigations Case Management capability and provide a single platform for operational members to manage investigations throughout their lifecycle.
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