Whitepaper on Case management, written by me and a Capgemini colleague. This whitepaper was mentioned in the 2012 Gartner-research "The case for case management"
3. Business Process Management the way we see it
Executive Summary Introduction
Citizens are demanding that public Citizens want value for money.
sector services deliver genuine value. They demand speed, accessibility,
To meet this demand, government and transparency, and public sector
organizations recognize that they must organizations are under pressure to
rapidly adopt new business processes redesign their patterns of work to
aligned with IT solutions. meet this need.
A new IT-savvy populace expects The public sector is experiencing
transparency, speed and quality, turbulent times. It’s not only
supported by 24x7 multi-channel contending with the budget cuts that
access to information and services. are the fallout of a global economic
Aging organizational structures and downturn, but having to deal with
processes have to be challenged if increasingly demanding citizens,
government organizations are to many of whom are experiencing
maintain their credibility with citizen- difficulties for the first time as a result
centric service delivery in today’s of the economy. In addition, it is
round-the-clock society. generally understood that much of the
malaise lies in outdated IT systems
As the public sector continues to get and bureaucratic frameworks. Change
to grips with the practical issues of is needed but reduced budgets are
draconian budget cuts, the economic understandably making organizations
crisis has created more than a few cautious about implementing the
roadblocks when it comes to robust solutions that will support
overhauling predominantly “policy their transformational journey.
stovepipe” organizations. Despite the
barriers, however, government How can public sector agencies stretch
organizations can see the their organizational flexibility and change
opportunities presented by the “policy stovepipe” structures where
transforming to an agile way of information flows are restricted by rigid
working – optimizing knowledge procedures and aging IT systems? What
workers’ time, leveraging information, can be done to address an impatience
and implementing adaptive IT with stifled operations and long lead times
solutions to process citizens’ requests for implementing changes to policies and
quickly and flexibly. services? Furthermore, the public sector is
all too aware of the prospect of knowledge
Capgemini’s research of the public loss due to an aging workforce.
sector market identifies a number of Knowledge workers committed to the
common symptoms of pain that a new public cause know they must deliver
suite of integrated offerings will help to consistent value, but how?
address. With a proven track record of
supporting operational, administrative, Capgemini believes its Case Management
and governance change in the public approach can help to answer these
sector through sound IT strategies, questions and support the public sector
Capgemini has devised its Case as it seeks a fresh impetus for change.
Management suite of solutions. This
aims to help organizations improve
service, while enabling cost reductions
and ensuring agility.
Case Management, when supported
by adaptive IT solutions, can deliver
higher organizational flexibility,
productivity and insight.
Capgemini’s Public Sector Case Management Solutions 3
4. Drivers for change in real-time. The system does not give
Body-Text; Berkeley Book; 10/12pt; No infrastructure for
Body-Subhead
Case Management will75 Bold a
Sidebar-Title; Helvetica
release 12ptmanagers control of thehelpis du
case space after. Kolorado process. organizational learning
Londono. Kvar telefonoj parolis bone,
8/11. Text can run for 3 lines.
knowledge worker’s value, but why vojoj, kaj multaj radioj havas nau kaj nau mistakes recur across cases
Similar bona vojoj veturas, sed tri
Cell height =15mm.
is it needed? Conventional methods of working
katoj, sed Ludviko trinkis tri tre flava that sharing and implementing best
domoj parolis, kaj ses pura hundoj
Whatbare the Helveticafor change 8/11;
Side ar-text; drivers 55 Roman in a telefonoj, kaj kvar sxipoj stultecases
Knowledge workers handle new prip- trinkis kvin katoj. Nau tre eliminate.
practices could effectively bona arboj
system that after. Kvar radioj promenos,
11pt space services citizens’ requests? ensis day and are birdoj, sed need of
every nau rapida in constant kvar mal- skribas kvin vere bela birdoj. Ses klara
The nau tre malalta domoj gajnas thus
kaj following challenges, and kvar bela kalkulilojresolve issues. They lose
information to vere malbone trinkis Transitioning to Case
cxambroj veturas. Kwarko igxis
drivers, will be familiar to many
libroj. Multaj vere malbona bieroj falis. many productive hours just looking for
ses libroj. Du bona kalkuliloj veturas Management
Denvero. Multaj hundoj skribas kvar
Du arboj kuris. Kvin bieroj gajnas nau
public sector organizations seeking to and collating information or performing
blinde. malalta bildoj. Kvin trepattern for
Case Management: A eta bieroj
provide the right IT solutions tri
arboj, sed kvin hundoj kuris, kaj to manual coordination of routine tasks. saltas blinde, sedpotential skribas see
work with new la strato
malbela telefonoj acxetis nau arboj.
support government objectives: Kvar radioj promenos, kaj nau tre Londono. Kvar used its Business bone,
Capgemini has telefonoj parolis
Multaj malpura radioj veturas. Denvero
Rigid IT solutions
malalta domoj gajnas kvar libroj. kaj nau Management (BPM)sed tri
Process bona vojoj veturas, grid to
malvarme igxis la malrapida libro,
Delay in implementing legislation Multaj vere malbona been unableDu
IT applications have bieroj falis. to domoj parolis, kaj ses the work in the
confirm that much of pura hundoj
sed du katoj bato.
in IT solutions
Sidebar-Text-Bullet-Before; Helvetica
arboj pace with the volume and com-
keep kuris. Kvin bieroj gajnas nau trinkis sector is in the category of
public kvin katoj.Nau tre bona arboj
New legislation needs to be imple-
55 Roman 8/11; 3pt space after. Kvar arboj, sed work hundoj kuris, kaj triare
plexity of kvin that case managers knowledge work. It is often
skribas kvin vere bela birdoj. Ses
mented fast, but kajtakestre malalta
radioj promenos, it nau too much required to handle. Among other fac-
malbela telefonoj acxetis nau arboj. klara cxambroj veturas. and
knowledge (legislation) Kwarko
time to gajnas kvar necessary changes to
domoj make the libroj. Multaj vere Multaj malpuraefficiency is the e-mail
tors inhibiting radioj veturas. collaboration intensive, and the flow
igxis Denvero.
the technology falis. Du arboj kuris.
malbona bieroj systems. Denvero malvarme igxis laknowledge
information overload that malrapida of work can be difficult to predict in
management integration: libro, sed du katoj about.kvin tre eta
workers complain batos advance. In our experience, these
Multaj hundoj skribas kvar malalta
n Sidebar-Text-Bullet-L1; Helvetica 55
Fumbling through a maze domoj, kaj Ludviko parolis, sed bildoj. Kvin tre etasupported by a
processes are best bieroj saltas
of bureaucracy3pt space after. kaj nau
Roman 8/11; Denvero promenos, kaj: various
Overlap in work between Case Management work pattern.
blinde, sed la strato skribas see.
Citizenmalalta domoj gajnas kvar libroj.
tre requests flow through diverse departments Londono. Kvar telefonoj parolis bone,
Multaj vere malbona bieroj falis.
channels and organizational structures Body-Head separate organizational
Despite having kaj nau1bona vojoj the Capgemini
Figure illustrates veturas, sed tri
n Sidebar-Text-Bullet-L1; Helvetica 55
and must be dealt with within appropri- units that deliver different services,
Kolorado helpis du vojoj, kaj multaj domoj parolis, maps the collaborative
BPM grid that kaj ses pura hundoj
Roman 8/11; 3pt space after. kaj nau
ate tre malalta domoj there’s a problem.
timeframes. But gajnas kvar libroj. radioj of the nau katoj, sedvery similar
much havas work is often Ludviko trinkis kvin katoj inde, sed la of
and knowledge-intensiveness strato
TheMultaj vere malbona bieroj falis.
existing operational structure trinkis tri tre flava telefonoj, much
or even duplicated. There is kaj kvar skribas see.the public domain to the
services in
makes it hugely time-consuming to
n Sidebar-Text-Bullet-L1-After; sxipoj for processes to nau rapida
scope stulte pripensis be degree of predictability.
determine the exact status of11pt space
Helvetica 55 Roman 8/11; a request birdoj, sedand streamlined.
integrated kvar malbela kalkuliloj Kvar telefonoj parolis bone, kaj nau
after. kaj nau tre malalta domoj gajnas vere malbone trinkis ses libroj. Du bona vojoj veturas, sed tri domoj
kvar libroj. Multaj vere malbona bieroj bona kalkuliloj veturas blinde. parolis, kaj ses pura hundoj trinkis
falis. n Body-Text Bullet + Content-Bullet. kvin katoj inde, sed la strato
Sidebar-text; Helvetica 55 Roman 8/11; Nau bona bieroj malrapide acxetis skribas see. Kvar telefonoj
Figure 1: Capgemini’s BPM Grid
11pt space after. Kvar radioj promenos, la hundoj, sed Londono gajnas kvin parolis bone, kaj nau bona
kaj nau tre malalta domoj gajnas kvar
malbona bildoj, kaj multaj bela vojoj veturas, sed tri.
libroj. Multaj vere malbona bieroj falis.
Unpredictable/
unstructured
birdoj igxis ses libroj, sed kvin mal- Collaborative Coordination
(supported by groupware social media)
bela telefonoj kuris. La vojoj helpis
H ses tre rapida stratoj, kaj kvar
Case Management
kalkuliloj havas Ludviko. Du arboj
(supported by adaptive
case management technology)
Unpredictability/ parolis rapide, sed nau vere klara
Required
degrees of freedom cxambroj batos la bela sxipo.
n Body-Text Bullet + Content-Bullet
M
- Body-Text-Bullet-L2 libro, sed du
katoj batos kvin tre eta domoj, kaj
Serial Execution Knowledge
Ludviko par technology)
(supported by workflow
Work
- Body-Text-Bullet-L2-After libro, Intensive
Direct Execution
sed du katoj batos kvin tre eta
Highly predictable/ domoj, kaj Ludviko par
structured L
L M H
A taxonomy of services Collaborative knowledge intensity
of provided service
4
5. Business Process Management the way we see it
A case is: n Templates as best practices – By
“A coherent set of work, with a well- analyzing cases, organizational
defined trigger and result, of which the learning can be facilitated through
quality and lead time needs to be the use of templates. These are
managed.” A case can be triggered by predefined initial activity plans
certain citizen requests or events, like for specific case types and are
birth, moving home, or divorce, or the often high level. These can serve as
detection of certain conditions such as compliance-driven requirements or
a fire or a violation of certain laws. just suggestions that a case manager
Case Management is: can choose to adapt or ignore
“A pattern of work in which activities are n Shared case data – All data
executed that do not necessarily follow a pertaining to a case is shared,
predetermined procedure, but are possibly even with the involved
dynamically determined and performed subjects, such as citizens. Instead
to complete a case, aimed at the delivery of process silos that keep case
of a specified result within a specified data within department walls, all
timeframe.” case workers – potentially from
different departments or even other
Key characteristics of Case organizations – need to have access
Management are: to all case data. This data comprises
n Result-driven – Case workers structured data including back-end
perform activities that either bring systems like Customer Relationship
the case closer to the required result, Management (CRM), and Enterprise
or provide insight to determine what Resources Planning (ERP), and
next steps are needed unstructured data such as e-mails,
n Non-deterministic – As documents, chats, and photos. This
distinguished from serial execution would be constrained by a proper
work patterns, delivery of a case role-based authorization mechanism
follows a non-deterministic path n Case manager and case worker
of activities, which emerges as a roles – To ensure completion of
result of events, case data, business cases within time and in line with
rules, case manager decisions, often quality targets, the case manager
supported by available standardized is ultimately accountable. The case
activities and templates. A key manager has the overview and
instrument for this is the Dynamic owns the dynamic activity plan.
Action Plan, which holds all activities In order to determine the required
that may or must be performed for activities a good insight into the
this case, and can be dynamically case specifics and status is vital.
adjusted. This approach specifically Situational awareness based on good
sets Case Management aside from the information is crucial for the case
often “procedural-driven” execution manager. Competencies include being
of citizen requests goal-driven, keeping an overview and
n Standardized and ad hoc activities having the ability to deal with various
– Where appropriate certain activities (unexpected) events and exceptions.
can be standardized in terms of In addition, case workers can be
data, tasks, guidance, and business assigned to cases as a delegate to
rules. However, in many cases, ad perform certain activities.
hoc activities might be needed and
defined by the case manager.
Capgemini’s Public Sector Case Management Solutions 5
6. Example Body-Text; Berkeley Book; 10/12pt;
Figure 2: Generic Phased Model Body-Subhead
Sidebar-Title; Helvetica 75 Bold
Consider a medical case 12pt space after. Kolorado helpis du Londono. Kvar telefonoj parolis bone,
8/11. Text can run for 3 lines.
where a doctor will assess vojoj, kaj multaj radioj havas nau kaj nau bona vojoj veturas, sed tri
Cell height =15mm.
and diagnose a patient and katoj, sed Ludviko trinkis tri tre flava domoj Communicate ses Enforce hundoj
parolis, kaj pura
Collect Research Decide
decide the most appropriate
Side ar-text; Helvetica 55 Roman 8/11;
b telefonoj, kaj kvar sxipoj stulte prip- trinkis kvin katoj. Nau tre bona arboj
treatment. If unpredictable
11pt space after. Kvar radioj promenos, ensis nau rapida birdoj, sed kvar mal- skribas kvin vere bela birdoj. Ses klara
side effects arise as a result of
kaj nau tre malalta domoj gajnas kvar bela kalkuliloj vere malbone trinkis cxambroj veturas. Kwarko igxis
the treatment then a different
libroj. Multaj vere malbona bieroj falis. ses libroj. casebona kalkuliloj veturas
Towards Du performance Case Management technology: kvar
Denvero. Multaj hundoj skribas
remedy may be required.
Du arboj kuris. Kvin bieroj gajnas nau
Other examples where transparency and manageability
blinde. Freeingbildoj. Kvin tre eta bieroj
malalta knowledge workers’ value
arboj, sed kvin hundoj kuris, kaj tri The potentially ad hoc nature of Recent advances in technology have
saltas blinde, sed la strato skribas see
Case Management provides
malbela telefonoj acxetis nau arboj.
substantial added value include: Kvar completion demands careful
case radioj promenos, kaj nau tre helped to popularize Caseparolis bone,
Londono. Kvar telefonoj Management
Multaj malpura radioj veturas. Denvero
malalta domojof how to make the
consideration gajnas kvar libroj. as anau bona vojojThese advancements
kaj work pattern. veturas, sed tri
malvarme igxis lacomplex requests
n processing malrapida libro,
Multaj verecases transparent and Du
delivery of malbona bieroj falis. includeparolis, kaj ses pura hundoj
domoj innovations in BPM
sedfor permits – grants,
du katoj bato.
employment benefit, housing
Sidebar-Text-Bullet-Before; Helvetica
arboj kuris. Kvin bieroj gajnas and
manageable for line managers nau technology, business rules bona arboj
trinkis kvin katoj.Nau tre engines and
n complex claims – insurance
55 Roman 8/11; 3pt space after. Kvar arboj, sedgood way of achieving this is
above. A kvin hundoj kuris, kaj tri enterprise contentbela birdoj. Ses
skribas kvin vere management
radioj promenos,and nau tre malalta
kaj appeals – malbela telefonoj acxetismodel for case
to use a generic phased nau arboj. solutions. Basedveturas. experiences,
klara cxambroj on our Kwarko
n objections
domoj gajnas kvar libroj. Multaj vere Multaj malpurasplits case completion
execution that radioj veturas. Case Management solutions typically
igxis Denvero.
legal cases
malbona bieroj falis. Du arboj kuris. Denvero malvarme igxis sub-objectives
into phases, with certain la malrapida deliver benefits, as listed in the table
n handling exceptions in high-
management integration: libro, sed du katojdone” criteria eta
and “definition of batos kvin tre Benefitshundoj skribas kvar malalta
Multaj with Case Management.
volume serial executed work
Sidebar-Text-Bullet-L1; Helvetica 55
n
domoj, kaj Using this model sed
per phase. Ludviko parolis, and bildoj. Kvin tre eta bieroj saltas
– tax processing, benefit
Roman 8/11; 3pt space after. kaj nau
payments. predictive key performance indicators,
Denvero promenos, kaj: Case Management Framework
blinde, sed la strato skribas see.
tre malalta domoj gajnas kvar libroj. governance can be implemented on Londono. Kvar telefonoj parolis bone,
Figure 3 presents Capgemini’s generic
Multaj vere malbona bieroj falis.
Body-Head
“Are we delivering cases right?” and for Case Management framework. It is
kaj nau bona vojoj veturas, sed tri
n Sidebar-Text-Bullet-L1; Helvetica 55
Kolorado helpishandling capabilities
improving case du vojoj, kaj multaj aimed at clarifying ses pura hundoj
domoj parolis, kaj the key
Roman 8/11; 3pt space after. kaj nau
tre malalta domoj gajnas kvar libroj.
radioj havas naustandardized activities,
with templates, katoj, sed Ludviko componentskatoj inde, sed la strato
trinkis kvin of Case Management
Multaj vere malbona bieroj falis. trinkis tri andflava telefonoj, kaj kvar
and rules tre checklists. skribas see.
solutions. The framework can be
n Sidebar-Text-Bullet-L1-After; sxipoj stulte pripensis nau rapida implemented on top of an
Helvetica 55 Roman 8/11; 11pt space birdoj, sed kvar malbela kalkuliloj existing IT solution. bone, kaj nau
Kvar telefonoj parolis
after. kaj nau tre malalta domoj gajnas vere malbone trinkis ses libroj. Du bona vojoj veturas, sed tri domoj
kvar libroj. Multaj vere malbona bieroj bona kalkuliloj veturas blinde.
Benefits with Case Management parolis, kaj ses pura hundoj trinkis
falis. n Body-Text Bullet + Content-Bullet. kvin katoj inde, sed la strato
Benefit Through
Sidebar-text; Helvetica 55 Roman 8/11; Nau bona bieroj malrapide acxetis skribas see. Kvar telefonoj
11pt space after. Kvar radioj promenos, Flexible, location-independent access Web-based computer and mobile access
la hundoj, sed Londono gajnas kvin parolis bone, kaj nau bona
kaj nau tre malalta domoj gajnas kvar to cases
malbona bildoj, kaj multaj bela vojoj veturas, sed tri.
libroj. Multaj vere malbona bieroj falis. Quick overview and insight for case Personal and role-based configurable views on cases
birdoj igxis ses libroj, sed kvin mal-
workers in workload, priorities and case Access to/manipulation of structured and unstructured
status, telefonoj kuris. La vojoj helpis
bela reducing information overload case data including data from other systems
ses tre rapida stratoj, kaj kvar
Efficient execution of Ludviko. Du arboj
kalkuliloj havas activities Enabling case workers to complete activities,
parolis rapide, sed nau vere klara providing all relevant information needed
cxambroj batos la bela sxipo. Knowledge support through rule-driven checklists
n Body-Text Bullet + Content-Bullet Ability to delegate activities
- Body-Text-Bullet-L2 libro, sed du to plan agenda and activities
Ability
Case manager that is intre eta of
katoj batos kvin control domoj, kaj Overview of the case specifics and status
case execution Functionality to create, view and maintain the dynamic
Ludviko par
activity plan, supported by templates, business rules
- Body-Text-Bullet-L2-After libro, using a business services repository that contains
and
sed du katoj batos kvin tre eta standardized activities (or even more complex process
domoj, kaj Ludviko par fragments)
Ability to link cases and create sub-cases
Performance transparency Providing real-time performance data that can also
be integrated with a broader Value Performance
management solution
Secure Role-based access authorization
Adaptable Flexible maintenance of business rules, business
services repository, templates
6
7. Business Process Management the way we see it
Figure 3: Capgemini’s Case Management Framework
Case worker (including Case manager) Department manager
Citizen
Activity Case Data
Plan Activity Forms Structured
A1 V Unstructured
A3 To do
A5 Optional Real-time
XX Ad hoc Case Management systeem Performance
Case manager
Reporting
Business Output Interfaces to
Rules Engine Generation other systems
Business Services Repository
A5 A...
A2 A... A...
A...
Activities (including process fragments)
A3 A... A...
A1 A6 A7 A... A...
Collect Research Decide Communicate Enforce
Generic Phased Model
This framework has been successfully vendors for the delivery of Case Key strengths of our approach are:
adopted within solutions for Management solutions: n Empowerment – We focus on strong
knowledge workers and has been used n Be Informed involvement of knowledge workers
for flexible high-volume straight n Cordys n Agile – Our solutions are defined,
through processing and human n EMC developed and evaluated in short cycles
workflow. With smart configuration, a n IBM n Architected – Through a business
large percentage of cases can be fully n Oracle service approach and architectural
automated, leaving the more complex n OpenText governance, we foster sustained fit
exceptions that require more flexibility n Pegasystems for use, maintainability and reuse
and human intervention to case n Hybrid – Case Management
workers – helping them to focus on Capgemini’s Service Offerings often requires integrating various
non-routine tasks (see Figure 4). and Experience technologies, each requiring specific
Implementing Case Management and approaches that we have integrated
Technology Partners supporting IT solutions requires an n Rightshore
® – Use of our offshore
We have a firm understanding of the integrated approach that addresses BPM Centers of Excellence aligns our
IT requirements needed to support Case business, legislation, organization, offerings with your financial goals
Management, and know the strengths culture, roles, processes and IT. n Organizational Change – Our
and weaknesses of technology in this Through our Case Management approach takes into account the
area, especially regarding the required assignments and implementations behavioral change and group
process flexibility. We help clients to we have developed and tuned our dynamics of a transition program
define their IT architecture and integrated Case Management approach. and the focus includes a change
technology selection. We have management strategy.
partnered with a number of technology
Capgemini’s Public Sector Case Management Solutions 7
8. Body-Subhead
Body-Text; Berkeley Book; 10/12pt; Automatic and Manual Handling
Figure 4: Case Management Supports
Sidebar-Title; Helvetica 75 Bold
12pt space after. Kolorado helpis du Londono. Kvar telefonoj parolis bone,
8/11. Text can run for 3 lines.
vojoj, kaj multaj radioj havas nau kaj nau bona vojoj veturas, sed tri
Cell height =15mm.
katoj, sed Ludviko trinkis tri tre flava domoj Full Automatic Handlingpura hundoj
parolis, kaj ses
Side ar-text; Helvetica 55 Roman 8/11;
b telefonoj, kaj kvar sxipoj stulte prip- trinkis kvinthrough processing) bona arboj
(straight katoj. Nau tre
11pt space after. Kvar radioj promenos, ensis nau rapida birdoj, sed kvar mal-
Citizens'
request
Business skribas kvin vere bela birdoj. Ses klara
Case Management Solution
Rules
kaj nau tre malalta domoj gajnas kvar bela kalkuliloj vere malbone trinkis cxambroj veturas. Kwarko igxis
Citizen Manual Handling
libroj. Multaj vere malbona bieroj falis. ses libroj. Du bona kalkuliloj veturas Denvero. Multajpractices/rules)
(supported by best hundoj skribas kvar
Du arboj kuris. Kvin bieroj gajnas nau blinde. malalta bildoj. Kvin tre eta bieroj
arboj, sed kvin hundoj kuris, kaj tri saltas blinde, sed la strato skribas see
malbela telefonoj acxetis nau arboj. Kvar radioj promenos, kaj nau tre Londono. Kvar telefonoj parolis bone,
Multaj malpura radioj veturas. Denvero Case worker (including Case manager)
malalta domoj gajnas kvar libroj. kaj nau bona vojoj veturas, sed tri
malvarme igxis la malrapida libro,
Multaj vere malbona bieroj falis. Du domoj parolis, kaj ses pura hundoj
sed du katoj bato.
Sidebar-Text-Bullet-Before; Helvetica
arboj kuris. Kvin bieroj gajnas nau trinkis kvin katoj.Nau tre bona arboj
55 Roman 8/11; 3pt space after. Kvar arboj, sed kvin hundoj kuris, kaj tri skribas kvin vere bela birdoj. Ses
Benefits of implementing Case Management, klara cxambroj veturas. Kwarko
malbela telefonoj acxetis nau arboj. supported by appropriate IT solutions
radioj promenos, kaj nau tre malalta
domoj gajnas kvar libroj. Multaj vere Multaj malpura radioj veturas.
From: To: igxis Denvero.
malbona bieroj falis. Du arboj kuris. Denvero malvarme igxis la malrapida
Rigid processes, supported Flexible processes and rules, supported by a generic
management integration: libro, sed systems – batos kvin tre eta
by rigid IT du katoj with long lead Multaj hundoj skribas kvar malalta
infrastructure, leading to faster implementation of
n Sidebar-Text-Bullet-L1; Helvetica 55
domoj, kaj Ludviko parolis, sed new regulations and lower ITeta bieroj saltas
time for changes bildoj. Kvin tre cost
Roman 8/11; 3pt space after. kaj nau Denvero promenos, kaj:
Employees need to find, combine and Case Managementsed la strato skribas see.
blinde, solutions provide an integrated
tre malalta domoj gajnas kvar libroj. access information from various sources view on the relevant case data, both structured bone,
Londono. Kvar telefonoj parolis and
Multaj vere malbona bieroj falis.
Body-Head without a central view unstructured such as documentsveturas, sed tri
and applications, kaj nau bona vojoj and e-mail. Where
n Sidebar-Text-Bullet-L1; Helvetica 55
Kolorado helpis du vojoj, kaj multaj needed, the solution can retrieve and update data
domoj parolis, kaj ses pura hundoj
Roman 8/11; 3pt space after. kaj nau from back-end applications
tre malalta domoj gajnas kvar libroj.
radioj havas nau katoj, sed Ludviko trinkis kvin katoj inde, sed la strato
Multaj vere malbona bieroj falis. trinkis tri tre flavawork with kaj kvar Managementsee.
Employees need to telefonoj, Case skribas provides case managers with a
applications with rigid processes, flexible way to define the required activities. These
n Sidebar-Text-Bullet-L1-After; sxipoj stulte not support nauspecific activities guide case workers in following the right
that often do
pripensis the rapida
Helvetica 55 Roman 8/11; 11pt space birdoj, sed kvar malbela kalkuliloj processesKvar telefonoj parolis bone, kaj nau
request and situation
after. kaj nau tre malalta domoj gajnas vere malbone trinkis ses coordinate Support for employees,veturas,to higher domoj
Employees need to manually libroj. Du bona vojoj leading sed tri productivity,
kvar libroj. Multaj vere malbona bieroj bonakeep an overview of status
and kalkuliloj veturas blinde. parolis, kaj ses pura hundoj trinkis
quick overview and better coordination
falis. Body-Text Bullet + Content-Bullet. automation of certain activities, sed la strato
n with various office tools, such as Full kvin katoj inde, reducing routine
Sidebar-text; Helvetica 55 Roman 8/11; spreadsheets and e-mails
Nau bona bieroj malrapide acxetis work skribas see. Kvar telefonoj
11pt space after. Kvar radioj promenos, la hundoj, sed Londono gajnas kvin
Lack of transparency and Real-time insight in theparolisand progress of cases
status bone, kaj nau bona
kaj nau tre malalta domoj gajnas kvar performancebildoj, kaj multaj bela for all relevant stakeholders including the citizentri.
data
malbona vojoj veturas, sed
libroj. Multaj vere malbona bieroj falis. Eliminating the often manual work to repeatedly
birdoj igxis ses libroj, sed kvin mal-
gather and report on performance
bela telefonoj kuris. La vojoj helpis
No infrastructure for
ses tre rapida stratoj, kaj kvar Solution that allows for easy tuning of templates, rules
organizational learning and activities, supporting quick adoption and rollout of
kalkuliloj havas Ludviko. Du arboj practices. This will help to reduce errors
best
parolis rapide, sed nau vere klaraEnsuring compliance through a flexible solution that
Hard to ensure compliance and
limited re-usebatos la bela sxipo.
cxambroj of available knowledge can monitor and guide employees, leading to more
n Body-Text Bullet + Content-Bullet consistency, without constraining flexibility
- Body-Text-Bullet-L2 libro, sed du Supporting employees with rule-driven
katoj batos kvin tre eta domoj, knowledge to perform activities
kaj
Task-oriented culture, without clear
Ludviko par Empowering employees, leading to a culture of
goals and objectives
- Body-Text-Bullet-L2-After libro, ownership, transparency and goal-driven employees
to address citizens’ needs
sed du katoj batos kvin tre eta
Functional policy silos reducing
domoj, kaj Ludviko par Case Management facilitates integral service teams,
organizational flexibility that can handle services from more policy areas.
The integral case view provides cross-functional
insight into the status of a case
Hard to collaborate and share Based on open standards, Case Management
information with other organizations solutions can connect to other organizations’
systems, and allow employees from other
organizations to access specific case-information or
even perform certain activities
8
9. Business Process Management the way we see it
Our differentiators are: Figure 5: Capgemini’s Case Management Services and Integrated Approach
n integrated Case Management
approach Capgemini Case Management Services
n strong business analysis skills,
Business IT
supported by an expert business Vision Architecture
analysis method Case Management Delivery
Case
Management
n our focus direction workshops to Maintenance
Rapid
clearly set goals and scope Solution
Workshop
n our value performance
approach, helping to define a clear Implementation
Governance Advisory
measurement and management
framework for cases Agile Project management
n our BPM Centers of Excellence Architected
Hybrid Business analysis
n our controlled migration Rightshore ® Solution architecture solution crafting
Change
framework, defining a clear path to Quality Testing and quality assurance
legacy reduction Organizational change management
n advanced methods for activity and
rule analysis and elicitation
n subject matter expertise in
various public sectors
n reusable activity and rules
frameworks for specific verticals
n our focus on business issues, change
management and business solutions, We have packaged our Case Management approach in a number of offerings, as
with IT solutions as enablers shown in Figure 5. They include:
n academy services that can actively
Rapid solution A quick and powerful way for you to understand Case Management,
support changes through
workshop and see its value for your organization. Through a fast workshop-
training and coaching driven approach, a preliminary business case, a demo, a
n strong expertise and involvement in presentation and a plan for the next stage are delivered
public open standards Business and IT vision Supporting our clients in defining a business and IT vision for the
n partnerships with various strong and architecture for implementation of Case Management, strongly linked to the client
technology vendors in the area Case Management context, strategy and requirements. Defining business cases and
of Case Management architectures, and supporting with technology selection
n cloud-based delivery Case Management Implementation of Case Management, supported by the design,
n strong testing services, ensuring
delivery build and implementation of an IT solution. This includes building our
client’s ability to maintain templates, rules and activities in an agile
quality and conformance manner
to requirements.
Case Management Ongoing maintenance of Case Management IT solution
application
maintenance
Case Management To leverage the strengths of Case Management as a work pattern
implementation and and deliver the benefits of a Case Management IT solution,
governance advisory organizations turn to Capgemini for:
n Case Management center of excellence
n standards and guidelines for further roll-out of Case Management
within the organization
n Business Rules and Activity Governance framework that is aligned
with ITIL, yet ensures agility and speed
n guiding organizational and cultural changes
n integrating Case Management initiatives with other business
initiatives and transformations
Case Management For the local government we have developed a Case Management
solution for local business solution for dealing with subsidies. Other business areas,
government such as permits and civil affairs, are under construction
Capgemini’s Public Sector Case Management Solutions 9
10. Examples of our track record Body-Text; Berkeley Book; 10/12pt; Body-Subhead
Capgemini hasHelvetica 75 Bold
Sidebar-Title;
successfully 12pt space after. Kolorado helpis du Londono. Kvar telefonoj parolis bone,
8/11. Text can run for 3 lines.
implemented Case Management vojoj, kaj multaj radioj havas nau kaj nau bona vojoj veturas, sed tri
Cell height =15mm.
solutions for various clients, including katoj, sed Ludviko trinkis tri tre flava domoj parolis, kaj ses pura hundoj
the following Helvetica 55 Roman 8/11;
Side ar-text; examples:
b telefonoj, kaj kvar sxipoj stulte prip- trinkis kvin katoj. Nau tre bona arboj
11pt space after. Kvar radioj promenos, ensis nau rapida birdoj, sed kvar mal- skribas kvin vere bela birdoj. Ses klara
Sector tre malalta domoj gajnas kvar
kaj nau Challenges belaSolution vere malbone trinkis
kalkuliloj cxambroj veturas. Kwarko igxis
libroj. Multaj vere malbona bieroj falis. ses libroj. Du bona kalkuliloj veturas Denvero. Multaj hundoj skribas kvar
Insurance kuris. Kvin bieroj gajnas nau
Du arboj Slow claims handling blinde. Management solution for claim
Case malalta bildoj. Kvin tre eta bieroj
arboj, sed kvin hundoj kuris, kaj tri handling that has improved visibility and
speed of claims
saltas blinde, sed la strato skribas see
malbela telefonoj acxetis nau arboj. Kvar radioj promenos, kaj nau tre Londono. Kvar telefonoj parolis bone,
Public data Need for more efficient
Multaj malpura radioj veturas. Denvero Model based, straight through
processing igxis la malrapida libro, allowances,
malalta domoj gajnas with support
kvar libroj. kaj nau bona vojoj veturas, sed tri
malvarme 1 handling of processing solution,
frequent changes in Multaj knowledge workers to handle Du
for vere malbona bieroj falis. domoj parolis, kaj ses pura hundoj
sed du katoj bato.
legislation
Sidebar-Text-Bullet-Before; Helvetica
arboj kuris. Kvin bieroj gajnas nau
exceptions trinkis kvin katoj.Nau tre bona arboj
Significant improvement arboj, sed kvin hundoj kuris, kajby
Public data 8/11; 3pt space after. Kvar
55 Roman Case Management solution, used tri skribas kvin vere bela birdoj. Ses
processing 2 required in efficiency and malbela telefonoj acxetis nau saving 70
radioj promenos, kaj nau tre malalta more than 15,000 users, and arboj. klara cxambroj veturas. Kwarko
effectiveness of compliance minutes per case
domoj gajnas kvar libroj. Multaj vere Multaj malpura radioj veturas. igxis Denvero.
operations. Need to move Denvero malvarme igxis la malrapida
malbona bieroj falis. Du arboj kuris.
away from paper-based, silo
management integration:
approach
libro, sed du katoj batos kvin tre eta Multaj hundoj skribas kvar malalta
n Sidebar-Text-Bullet-L1; Helvetica 55
domoj, kaj Ludviko parolis, sed bildoj. Kvin tre eta bieroj saltas
Inspection agency space after. more
Roman 8/11; 3pt Need for kaj nau Case Management solution, providing
transparency, better qualityDenvero promenos, on objects and
an integrated view kaj: blinde, sed la strato skribas see.
tre malalta domoj gajnas kvar libroj. Londono. Kvar telefonoj parolis bone,
of data and reduction of inspections
Multaj vere malbona bieroj falis.
manual overhead, changing Body-Head kaj nau bona vojoj veturas, sed tri
n Sidebar-Text-Bullet-L1; Helvetica 55
regulation Kolorado helpis du vojoj, kaj multaj domoj parolis, kaj ses pura hundoj
Roman 8/11; 3pt space after. kaj nau
Local municipality Inflexible IT solution
tre malalta domoj gajnas kvar libroj.
radioj havas nau katoj, sed Ludviko
Case Management solution, based on trinkis kvin katoj inde, sed la strato
Multaj vere malbona bieroj falis. trinkis tri tre flava telefonoj, for grants
Capgemini’s vertical solution kaj kvar skribas see.
Legal sector 1 Need for integrated and sxipoj stulte pripensis nau rapida
n Sidebar-Text-Bullet-L1-After;
Document-centric Case Management
efficient legal case handling
birdoj, sed kvaradvanced deadline
solution, with malbela kalkuliloj Kvar telefonoj parolis bone, kaj nau
Helvetica 55 Roman 8/11; 11pt space
after. kaj nau tre malalta domoj gajnas veremonitoring trinkis ses libroj. Du
malbone bona vojoj veturas, sed tri domoj
Legal sector 2 Multaj vere malbona bieroj
kvar libroj. Need for case handling bona kalkuliloj veturas blinde.
Delivery and maintenance for a parolis, kaj ses pura hundoj trinkis
falis. Case Management solution, featuring
n Body-Text Bullet + Content-Bullet. kvin katoj inde, sed la strato
Sidebar-text; Helvetica 55 Roman 8/11; a case folder, document tracking and
Nau bona bieroj malrapide acxetis
automated workflows
skribas see. Kvar telefonoj
11pt space after. Kvar radioj promenos, la hundoj, sed Londono gajnas kvin parolis bone, kaj nau bona
kaj nau tre malalta domoj gajnas kvar
malbona bildoj, kaj multaj bela vojoj veturas, sed tri.
libroj. Multaj vere malbona bieroj falis.
Conclusion It birdoj igxisthem with an agile way
empowers ses libroj, sed kvin mal-
Moving to a dynamic and flexible of bela telefonoj kuris. constraints
working within the La vojoj helpis
Case Management environment in the of ses tre rapida stratoj, kaj kvar
limited IT spend, supporting
public sector is not just a matter of employees in making them productive,
kalkuliloj havas Ludviko. Du arboj
seeking a replacement for an existing facilitating integral servicevere klara
parolis rapide, sed nau teams to
IT solution. It involves intensive increase organizational flexibility,
cxambroj batos la bela sxipo.
collaboration with knowledge workers and ensuringBullet + Content-Bullet
n Body-Text compliance and faster
and the application of proven IT implementation of new regulations.du
- Body-Text-Bullet-L2 libro, sed
strategies to define, design and katoj batos kvin tre eta domoj, kaj
implement a reusable and scalable Our Ludviko par experience across the
wide range of
IT architecture. This must integrate public sector gives us the right libro,
- Body-Text-Bullet-L2-After vision
multiple technological approaches and sed du katoj batos kvin tre eta in
tools to make us your partner
to ensure the right IT fit. And the this domoj, kaj Ludviko par
transformational journey.
organization must be prepared for the
paradigm shift in work culture.
Case Management is Capgemini’s way
of securing the future service delivery
capability of public sector organizations.
10