In an environment where it is expected to ‘deliver more with less’, the public sector has to make citizen centricity its number one agenda. It is very natural for citizens to demand that the public sector delivers genuine value. Citizens today are well informed, information-savvy and have much higher expectations than previous generations. They have become accustomed to high service quality, transparency, speed, and support that is 24×7.
The public sector has its challenges that include high volumes, less than ideal upgrading of IT infrastructure and knowledge loss/transfer due to retiring staff. Knowledge workers in the public sector are burdened with unmanageable volume of paperwork. This is even after large scale digitization projects across the board. The inability to access information when it is most needed is a huge challenge. The burgeoning of information sources from social media, smart phones, connected devices and cloud storage is only adding to the problem.
In situations like this, the Case Management approach might be the perfect solution. It involves the systematic management of long-lived collaborative processes that involve the synergy of knowledge, content, correspondence and resources in order to achieve a defined goal. Case Management platforms help to manage enterprise functions that do not have a clearly defined path and may involve an impromptu activity depending on change in market scenarios or need for change in business processes.
Case Management allows for more insight, responsiveness and adaptability. It equips knowledge workers with the tools they need to manage cases with real-time data and analytics, cloud connectivity for mobile access and support from ECM suites for record management and searches. Case management solutions might be just the shot in the arm the public sector needs to improve efficiency and process agility, and revitalize its image in the eyes of citizens.