Traditional workflows enable different workers performing small parts of a process (workstep/s) to add some value at each work-step. However, with increasing automation and straight-through processing happening across verticals, we now find there is a significant reduction of the commonplace, low value-adding, repetitive work-steps.
So while the jobs today are becoming challenging for the individuals, they are also becoming less-structured, more ad hoc and require significant interactions with other specialists. As a result, there is an increasing need for such skilled workers today, who must perform a greater variety of tasks with relatively fewer resources. The expectation from such knowledge workers today, is that they need to manage a “case” from start to finish. Within such “cases”, exceptions are unpredictable and rather become the norm. Such “ cases” can only be visualized and modeled into a process after they are completed. This requires knowledge workers to collaborate in both structured and ad hoc manner depending on how the case shapes up.
To successfully manage such a “Case”, along with the Content Management tools, the information worker today requires Social / collaboration tools for ad hoc work, and tools like BPM, and business rules for managing structured work. A “Case Management” application would thus need to support the usage of content, collaboration and provide support for dynamic work pattern. Typical “case management” application areas include a benefits claim processing, legal case management, an investigation by a government agency or a loan request processing.