case management

master of chaos
ad-hoc decisions
collaborative
focus - get things done

man of order
structured thinking
focus on performance
efficiency

what is the need of the hour?

• to better manage chaos and order together
• case management powered by bpm platform
• bpm platform helps maintain the order
• case management helps manage the chaos

but why...?

unique requirements

leverage expertise

connect all aspects

customer experience

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don't break the rules

ad-hocism bound by process

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types of case work

• process to design
• service requests
• incident reporting
• investigative

process to design

• Follows a predictable, reliable path
• Requires flexibility to evolve policies and procedures over time

service requests

• relatively high degree of structure
• limited understanding of context, especially at the beginning
• evolving (and sometimes escalating) stakes

incident reporting

• proactive - high-level process in place
• requires flexibility
• relies on cross-team or cross-organization collaboration
• mobile and field engagement

investigative

• reactive - takes place over a large amount of time
• little structured process
• context that must be built from across many variables
• examples - accident investigation (insurance), legal investigation, anti-graft, new product management

healthcare

• complains, appeals and grievances
• provider contracting

public sector

• visa and immigration applications
• permit issuance
• citizen services
• legal case management

financial services

• loan approval
• customer enquiry process
• trade settlement

typical use cases

• see something, say something
• is he or she eligible for this benefit
• is he guilty
• will i get technical support
• hire or fire
• i need this clause included in the contract
• i have a complaint
• it's my right to information

enterprise

• employee grievance
• contract management
• accounts payable

thank you...!