The Uprising of Case Management Platforms: Orchestrating Efficiency in Workflows

11/10/23, 10:00 am

In a digital age characterised by abundant information and constant connectivity, the need for streamlined and efficient organisational structures has never been more vital. 
Enter the uprising of case management platforms — digital tools uniquely positioned to revolutionise how businesses, government agencies, and service providers handle their workflow. But what is driving this surge in their popularity, and how are they changing the game?

Let's define workflow

A workflow is a generic term for orchestrated and repeatable patterns of activity, enabled by the systematic organisation of resources into processes that transform materials, provide services, or process information.

Evolution of workflow and case management

The modern history of workflows can be traced back to railway engineering in the early 1920s. In 1948 the book “Cheaper by the Dozen” introduced the emerging concept within the context of family life.

The second World War and the Apollo Space Program drove process improvement forward with their demands for the rational organisation of work. The 1980s saw the emergence of business process re-engineering which led to the improvement of workflows which led to the term “Workflow Management”, which referred to the tasks associated with the flow of information through the value chain. 

Case management has been around in the healthcare industry since the early 1900s. During the late 1980s and early 1990s the concept of case management became more prevalent across other industries that were focused on customer satisfaction and other activities that comprised of repeatable practices.

Many organisations are operating with legacy case management solutions that are unable to keep pace with the evolution and complexity of the business environment leading the migration to contemporary case management platforms. 

Contemporary case management platforms (CMPs)

At their core, contemporary case management platforms provide a centralised digital environment to track, manage, and resolve cases or projects. These might range from customer service inquiries and parliamentary requests to investigative servers, welfare checks, or any scenario that requires organised documentation, tracking, and resolution processes.

Modern case management systems have adopted cloud-based, low-code architectures that offer highly configurable options to streamline complex work practices and procedures. Furthermore, the low code approach is fostering the adoption of citizen development, where business subject matter experts can design and configure workflows to improve how they work.

It is anticipated as the maturity of AI and automation evolve many routine and repetitive tasks will be automated, freeing up workers to focus on value creating work. The convergence of case management with advanced analytics and predictive tools will further empower businesses to pre-empt challenges, optimise processes, and deliver unparalleled value to their stakeholders.

Why the rising popularity?

The uprising of CMPs is transforming the way case management is conducted. CMPs are making it easier and more efficient for organisations to manage complex cases, improve visibility and collaboration, and automate business processes. Their rising popularity is due to the following efficiencies they introduce:

Centralised information - CMPs consolidate all relevant case information into one accessible location, reducing the risk of information silos and promoting better decision-making.

Efficiency and productivity - Automated workflows, notifications, and task assignments ensure that cases progress in a timely manner.

Adaptability - Modern case management solutions are often low code configurable, allowing organisations to tailor them to specific needs and industries.

Collaboration - They promote cross-organisational collaboration, ensuring everyone involved has access to the information and tools they need.

Compliance and transparency - With real-time status updates and detailed case histories, managers and stakeholders can easily monitor progress and outcomes.

How case management platforms will impact the future of work

The future of work is being shaped by rapid technological advancements, changing demographics, and evolving organisational structures, all converging to redefine how businesses and agencies operate.

Central to this transformation is the rise of remote and hybrid working models, which challenge traditional paradigms of centralised offices and 9-to-5 schedules. Instead, we're moving towards a decentralised, global workforce that values flexibility, autonomy, and digital-first interactions. 

Case management is likely to play an important role in the future of work. As work becomes more complex and interconnected, case managers will be responsible for coordinating and managing the flow of work across teams, departments, and locations. Case managers will also need to be able to use data and analytics to identify and solve problems, and to make informed decisions.

Modern case management systems, equipped with AI capabilities and cloud-based architectures, will be instrumental in handling intricate workflows, tracking multifaceted projects, and ensuring seamless communication across dispersed teams.

As work becomes more project-centric and outcome-focused, the ability of these platforms to provide real-time insights, automate routine tasks, and foster collaboration will determine organisational agility and success. 

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Pankit Mehta

Con Polkinghorne
Principal Consultant, NEC Australia