Common Case Management

What is Case Management?

Case management refers to the coordination of provider services such as social services, healthcare, licensing, issue resolution, legal or financial on behalf of a service organization.

Typical case management scenarios include:

  • The processing and award of licensing applications, including verification of supporting documentation and receipt of payment.
  • The intake and processing of issues, for example those submitted by the constituency of a political representative office.
  • The creation and management of patient records in healthcare, including the management of the patient case file.
  • The establishment and management of legal case files or matters throughout their lifecycle, including management of supporting documentation, coordination of follow-on actions required, etc.
  • The processing of funding or grant applications in donor agencies or government departments, including processes to support transparent and efficient decision-making.

Case management is a collaborative, client-driven process that aims to balance the effective delivery of services and the efficient use of resources.

Modern case management supported by software focuses on six key business drivers:

  1. Efficient, standardized case intake
  2. Flexible, modular service planning
  3. Effective service delivery
  4. Comprehensive service delivery monitoring
  5. Continuous knowledge capture and reuse
  6. Openness to the collection of feedback and organizational learning through business intelligence.

    In this sense, all case management activities are similar, regardless of the specific subject matter being worked on.

    What is the Common Case Management Framework for Microsoft SharePoint?

    NetDexterity’s Common Case Management Framework (CCMF) is a suite of software components that are commonly required in case management applications. Coupled with NetDexterity’s consulting expertise in the case management domain, the CCMF helps service delivery organizations rapidly implement rich case management solutions that are tailored to their specific needs while meeting industry best practices in flexibility, standardization and compliance.

    The CCMF is based on Microsoft Office SharePoint Server 2007, Microsoft Office InfoPath 2007 and K2 blackpearl, a configurable workflow platform for Microsoft .NET.

    The framework recognizes that all case management systems have similar major steps and work categories, while the details in each step differ between implementations. The typical steps in case management systems are:

    1. Intake
    2. Creation/Submission
    3. Maintaining/Operation
    4. Outputs
    5. Search/Retrieval.

      NetDexterity’s CCMF offers a template approach for each of the five major steps of case management. Repeatable steps are easily configured by completing a ‘stub’ template adding the specifics of the work load: data fields, workflows and outputs.

      In addition, the Common Case Management Framework provides a number of functional modules, including a document scanning utility for Microsoft SharePoint; automatic document and certificate generation; license and permit printing (including ID cards); postal code lookup; credit card processing integration; and automatic barcode detection/generation.

      Case Management in Enterprise Information Management Context

      ccf

      The NetDexterity Common Case Management Framework is built using the Microsoft SharePoint platform. This allows it to leverage several of Microsoft’s best-in-class enterprise information management features, such as:

      • Document management
      • Enterprise-wide metadata definitions
      • Records management
      • Enterprise search
      • Enterprise security (authentication and authorization)
      • Workflow services.

       

      White Paper: NetDexterity’s Common Case Management Framework

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