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Case management standard

Case management is the process of managing a series of steps or events to reach a resolution. Case management systems help track and manage cases from start to finish. The case management systems normally would include the following functionalities:

  • controls on how information is shared and restricted
  • processes for auditing and overseeing workflows
  • the ability to route cases dynamically based on specific needs
  • clear goals and outcomes that are recorded
  • proper collection and assignment of information

Because different entities have unique case management needs, a single, centralised system or one-size-fits-all approach is not practical. Each entity must choose, design and implement a solution that fits its specific requirements. 

Understand alignment to case management archetypes 

Entities should:

  • align their requirements with common government case management archetypes to enable reuse:
    • Contract management
    • Investigation management
    • Service management
    • Human resources management
    • Complaints management
    • Compliance management
    • Claims management.

Develop a comprehensive understanding of requirements

Entities should: 

  • ensure that systems meet non-functional requirements including:
    • auditability requirements of cases processes and/or outcomes
    • privacy requirements of individuals, organisations, processes, or intellectual property
    • security needs, particularly if the system contains sensitive or personally identifying data or is otherwise likely a target for threat actors
    • availability/redundancy, especially in the case of systems supporting round-the-clock needs such as medical or emergency services activities. 
  • consider system scale, assessing:
    • case/data volume: how much data needs to be stored and accessed
    • frequency of case interactions: how often cases are created, updated or retrieved
    • user base size: the number of system users and their access needs
  • ensure their case management solution planning considers delivery of the key functional aspects:
    • controls on how information is shared and restricted
    • processes for auditing and overseeing workflows
    • the ability to route cases dynamically based on specific needs
    • clear goals and outcomes that are recorded
    • proper collection and assignment of information

Check for existing re-useable case management designs before engaging in new development processes 

Before developing a new system, entities should:

  • explore existing government case management platforms
  • investigate whole-of-government arrangements and Memorandums of Understanding (MoUs).

Build for reuse 

If an existing system cannot be reused, entities should:

  • provide evidence of evaluations conducted on existing government systems
  • demonstrate how the new system will be scalable, reuseable and interoperable with other government platforms.

Lower development and maintenance complexity of case management solutions 

Entities should:

  • minimise the need for extensive programming through modular design
  • facilitate rapid development and testing of new case management processes
  • improve business process understanding and stakeholder satisfaction
  • ensure solutions are supportable, affordable, secure and fit for purpose and consider the suitability of low-code/no-code solutions prior to development or adoption of a platform
  • review contractual arrangements, MoU currency and AGA designs before selecting a solution. 

Understand the existing technology environment 

Entities should:

  • assess how their case management needs fit within the broader government digital landscape
  • consider cloud adoption, legacy system dependencies, and long-term ICT strategies
  • standardise data structures and integration protocols to enhance compatibility and reuse across government
  • align technological demands with previous government investments to enable reuse.

Capabilities

This standard supports digital solutions in the following capability.
CAP32

Case management

Policies

This standard assists in meeting the requirements of the following policies.
POL17

Case Management policy

Designs

The following designs show how to achieve the intent of this standard.
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.
The Parliamentary Workplace Support Service (PWSS) case management system supports people affected by incidents or misconduct in the parliamentary workplace. 
The Territories Stolen Generations Redress Scheme (TSGRS) case management system and assessment portal underpins the activities of the National Indigenous Australians Agency to deliver the Territories Stolen Generations Redress Scheme.
Integrated Regulatory Information System (IRIS) is the primary application used by Comcare’s Regulatory Operations Group for various regulatory licensing, monitoring, compliance, and investigation tasks. It is a central, organised, easy-to access place to store data about notifications (work health…
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