For governments, case management encompasses the organization of people, data, processes and policies.
As every government worker knows, the ability to manage these elements successfully is essential in fulfilling day-to-day duties and effectively serving constituents.
However, despite its fundamental importance, most government’s case management processes are below par – largely due to the limitations of their legacy technology architecture. Now, with society’s rapid digitization, this issue has become even more pressing for governments.
To fulfill the needs and expectations of their constituents, and deliver on their programs, governments must meet their end users on the channels they’re most active. But, while their constituents have gone digital, government agencies are left playing catch up – scrambling to adapt and provide the fast and convenient digital experience citizens are accustomed to.
Tight budgets and the need to justify every spend mean that digitization hasn’t been a priority. But, having seen the gains in efficiency and accuracy commercial organizations have made by going digital, governments worldwide are looking to make the most of the technology available.
Rather than spending millions on tearing up their entire infrastructure, cloud technologies give governments a way to digitize their offerings over the top of existing architecture, in a fast and efficient way. Case management is one key area where quick wins can be made through digitization.
So, what are the specific benefits a digitized case management solution can provide governments? We’ve taken a closer look below.
1. Gain a 360-degree view of every case
The main problem with legacy case management systems is that the information needed to effectively manage cases is often spread across different platforms and data points.
These data and information ‘silos’ mean that key information is often out of reach for both caseworkers and entire departments. With this kind of limited access to information, expecting an accurate case management process is illogical.
A digitized case management system will eliminate silos and deliver a single platform with a 360-degree view of every case – as well as the moving parts around it – across every channel.
This increased visibility is the first step in enabling agencies, departments and caseworkers to provide joined-up, accurate public services. It jumps straight into number one on our list as a 360-degree view of each case, and the access to information this provides, is the lynchpin for a number of benefits offered by digital case management systems.
2. Facilitate real-time decision making
As we’ve covered, access to information and data is vital. However, if the information isn’t up to date it’s of little use to departments or caseworkers who need to make fast decisions.
A digital case management system updates in real time and with just a couple of clicks.
This access to real-time information makes all the difference in time-sensitive cases. With caseworkers under pressure to be quick, it also ensures plans can be put into action and delivered as fast as possible
3. Foster collaboration across departments
There are swathes of knowledge and information held within every government department. An inability to share this information will always lead to less informed departments and individuals. This will inevitably lead to poor decision making.
Digitizing case management enables you to break down your data and information silos – whether they’re in spreadsheets, behind firewalls or on paper.
This enables teams to share vital information across government in real time, making collaboration across departments much simpler and speeding up your case cycle time. And, with access privileges easily determined through your CRM, there’s no need to worry about whether workers are accessing sensitive information they shouldn’t be.
4. Spend more time on constituents, not spreadsheets
Paper trails, spreadsheets, emails and switching between platforms to complete tasks wastes an inordinate amount of government workers’ time.
By reducing manual input, automating functions and providing a single platform to work from, digital case management gives caseworkers more time to spend on completing meaningful work.
This extra time is particularly pertinent for those in the field working directly with people. Their expertise can be used making a difference rather than fiddling with spreadsheets or filling out forms.
5. Deliver a personalized experience
The 360-degree visibility supplied by digitization supplies workers with a clear knowledge of every case.
Knowing the history of each individual case enables workers to provide a genuinely personalized service – eliminating needless errors and informing better decisions.
Importantly, a personalized service vastly improves the experience for citizens, removing frustrations such as repeatedly going over the same information and ensuring any recommendations or advice is accurate.
6. Increase accuracy across every case
Going digital introduces the benefits of automation for a variety of tasks. Not only does this save workers time, but the reduction of manual processes eliminates human error and the likelihood of mistakes.
Introducing a digital case management system also enables you to set processes – ensuring cases are uniform and accurate across every department. Along with increasing accuracy, this reduces the number of complaints you’ll need to deal with that stem from errors.
Using a single, smart CRM platform with cross-channel cloud capabilities enables workers to deliver accurate and timely reports with minimal input. This helps caseworkers and departments make better informed decisions and deliver more accurate outcomes.
7. Never let a case slip through the cracks
When we’re busy we are all liable to forget things from time to time. However, in government in particular, using tiredness or human error as an excuse is bound to leave constituents seething.
Managing all cases on digital channels means you can audit every process. Smart case management systems let you set milestones and use jeopardy management, ensuring nothing cases can ‘slip through the cracks’.
This is absolutely vital for departments dealing with care and, even in less critical departments, ensures constituents and organizations are better served.
8. Work cases anytime, anywhere
Advanced case management platforms offer offline case management capabilities.
The ability for caseworkers to work whether they’re on or offline provides convenience, flexibility and keeps everyone in the loop. This ensures there are no unnecessary delays in any cases due to a lack of information from the field.
With all information automatically uploaded to your CRM, field workers are never isolated and, vitally, information is centralized meaning a field worker’s judgments can be acted on in real time if necessary.
Alongside offline capabilities, mobile-ready case management means that caseworkers are truly able to work anytime, anywhere.
9. Provide case guidance with next best action
Advanced digital case management platforms offer caseworkers a recommended next best action depending on the status of a case.
By providing next best actions for cases you can ensure workers follow best practice to deliver the right advice throughout the lifecycle of any case.
10. Increase efficiency with digital contract and payment management
By integrating your case management platform with a contract management solution, you’ll gain full visibility of contracts, addendums and authorizations.
With standardized processes and full audit trails, you will not only be able to proactively handle your contracts, manage risk and comply with all regulations, but you can free your case workers from unnecessary admin.
As well as digitally managing contracts, a digitized case management solution eliminates the manual calculations and processes around payments. Automating these processes ensures the right people get paid the right amount, at the right time – whether they’re citizens, care suppliers or NGOs – this gives you full visibility along with the assurance and accuracy that comes with a streamlined payments process.
11. Provide immediacy and convenience with self-service
Connected citizens and businesses want to interact with governments through whichever channel is easiest at the time, increasingly this is online.
As a result, to deliver the convenience and immediacy citizens and organizations expect, you need to be available across digital channels. Using a digitized case management system you can open up less complex cases to self-service and give access to key information through online portals and mobile devices.
Providing self-service not only delivers a better experience, it also frees up your workers who were previously dealing with administrative tasks for more skilled work.
The CloudSense Platform provides public sector organizations with a comprehensive 360-degree view of all your records, data and relationships, enabling you to deliver citizen-first digital journeys.