Improve service delivery with case-based working

Case-oriented working at online meeting

These clients preceded you

We view approving a document as a point solution. Many remote knowledge workers who work collaboratively on documents are at home, on the road or in (online) meetings. Yet they want to be able to look at it quickly on a tablet and approve it. For example, so as not to slow down the work process and carry out the decision making. On the other hand, the organization wants the quality, outcome and turnaround time to be monitored within a case system. Therefore, in order to achieve this, we need to work in a case-oriented manner. So that information is under the control of an information system.

Benefits of a case system

Case-oriented working is a way of working that helps with internal information management and litigation. It means that all documents relevant to a case are bundled and stored digitally. It is a transformation process where paper inputs have become digital. And you do that in processes that have been transformed. With digital inputs and digital outputs and transparency in between. Here it does not matter who is working on the case and from which location. By making information quickly and easily accessible to the parties involved at the right time, the case can be handled more quickly. This leads to better service delivery. And also encourages a uniform way of working. The result is fewer opportunities for error and better compliance.

Improving decision-making

Case-oriented working within a case system enables the organization to maintain control over the process. This is because it allows them to have continuous insight into the current status of a case. Take as an example an employee of a municipality. Imagine that all the information about an application resides on his or her computer. This person unexpectedly takes a leave of absence a week earlier than planned due to upcoming parenthood. Which leaves the process at a standstill all this time. Now other knowledge workers are also being included in the process. As a result, this leads to more efficient decision making and therefore higher productivity.

Informed Group has implemented and evaluated a variety of case-based working projects over the past several years. Based on that knowledge, we realized a nice solution in cooperation with Outsytems. This solution is easily embedded into the existing system landscape. With the return that it talks to Documentum on another system. And that’s how that approval is then arranged.

Want to know more about case systems and how the processes run within them? Please contact us. We would be happy to tell you more about it using interesting cases such as that of the municipality of Amsterdam.

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