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.