Better Citizen Service from Collaborative Solutions

In government, the term ”case management” has been used largely in reference to human services delivery or the court system. In these functions, case management is about handling the large amount of paperwork involved; maintaining data about people and cases; and making sure it gets to the right person at the right time for processing, review or approval. Does that effort sound like a familiar description of other functions in your government? Most likely yes, as many other types of documents, data and work activities can be organized into and managed as ”cases.” This Center for Digital Government issue brief broadens the definition of case management and applies the concept to re-visioning many other public sector functions for improved efficiency and service delivery. It discusses how a carefully chosen enterprise content management system can support this new view of case management and give government employees the information and tools they need to deliver the highest level of service to constituents.