Case management for_public_sector_web

Business Process Management the way we see it

Capgemini’s Public Sector Case Management Solutions Change is the norm; excellent service the rule

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Kvar telefonoj parolis bone, kaj nau bona vojoj veturas, sed tri domoj

parolis, kaj ses pura hundoj trinkis kvin katoj inde, sed la strato

skribas see. Kvar telefonoj parolis bone, kaj nau bona

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Side bar-text; Helvetica 55 Roman 8/11; 11pt space after. Kvar radioj promenos, kaj nau tre malalta domoj gajnas kvar libroj. Multaj vere malbona bieroj falis. Du arboj kuris. Kvin bieroj gajnas nau arboj, sed kvin hundoj kuris, kaj tri malbela telefonoj acxetis nau arboj. Multaj malpura radioj veturas. Denvero malvarme igxis la malrapida libro, sed du katoj bato.Sidebar-Text-Bullet-Before; Helvetica 55 Roman 8/11; 3pt space after. Kvar radioj promenos, kaj nau tre malalta domoj gajnas kvar libroj. Multaj vere malbona bieroj falis. Du arboj kuris. management integration:n Sidebar-Text-Bullet-L1; Helvetica 55

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Sidebar-text; Helvetica 55 Roman 8/11; 11pt space after. Kvar radioj promenos, kaj nau tre malalta domoj gajnas kvar libroj. Multaj vere malbona bieroj falis.

2©2011 Capgemini. All Rights Reserved. No part of this document may be modified, deleted or expanded by any process or means without prior written permission from Capgemini. Rightshore® is a trademark belonging to Capgemini.

Capgemini’s Public Sector Case Management Solutions 3


Executive Summary Citizens are demanding that public sector services deliver genuine value. To meet this demand, government organizations recognize that they must rapidly adopt new business processes aligned with IT solutions. A new IT-savvy populace expects transparency, speed and quality, supported by 24x7 multi-channel access to information and services. Aging organizational structures and processes have to be challenged if government organizations are to maintain their credibility with citizen-centric service delivery in today’s round-the-clock society.

As the public sector continues to get to grips with the practical issues of draconian budget cuts, the economic crisis has created more than a few roadblocks when it comes to overhauling predominantly “policy stovepipe” organizations. Despite the barriers, however, government organizations can see the opportunities presented by transforming to an agile way of working – optimizing knowledge workers’ time, leveraging information, and implementing adaptive IT solutions to process citizens’ requests quickly and flexibly.

Capgemini’s research of the public sector market identifies a number of common symptoms of pain that a new suite of integrated offerings will help to address. With a proven track record of supporting operational, administrative, and governance change in the public sector through sound IT strategies, Capgemini has devised its Case 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.

IntroductionCitizens want value for money. They demand speed, accessibility, and transparency, and public sector organizations are under pressure to redesign their patterns of work to meet this need.

The public sector is experiencing turbulent times. It’s not only contending with the budget cuts that are the fallout of a global economic downturn, but having to deal with increasingly demanding citizens, many of whom are experiencing difficulties for the first time as a result of the economy. In addition, it is generally understood that much of the malaise lies in outdated IT systems and bureaucratic frameworks. Change is needed but reduced budgets are understandably making organizations cautious about implementing the robust solutions that will support their transformational journey.

How can public sector agencies stretch their organizational flexibility and change the “policy stovepipe” structures where information flows are restricted by rigid procedures and aging IT systems? What can be done to address an impatience with stifled operations and long lead times for implementing changes to policies and services? Furthermore, the public sector is all too aware of the prospect of knowledge loss due to an aging workforce. Knowledge workers committed to the public cause know they must deliver consistent value, but how?

Capgemini believes its Case Management approach can help to answer these questions and support the public sector as it seeks a fresh impetus for change.





















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Drivers for changeCase Management will release a knowledge worker’s value, but why is it needed?What are the drivers for change in a system that services citizens’ requests? The following challenges, and thus drivers, will be familiar to many public sector organizations seeking to provide the right IT solutions to support government objectives:

Delay in implementing legislation in IT solutionsNew legislation needs to be imple-mented fast, but it takes too much time to make the necessary changes to the technology systems.

Fumbling through a maze of bureaucracyCitizen requests flow through diverse channels and organizational structures and must be dealt with within appropri-ate timeframes. But there’s a problem. The existing operational structure makes it hugely time-consuming to determine the exact status of a request

No infrastructure for organizational learningSimilar mistakes recur across cases that sharing and implementing best practices could effectively eliminate.

Transitioning to Case ManagementCase Management: A pattern for work with new potentialCapgemini has used its Business Process Management (BPM) grid to confirm that much of the work in the public sector is in the category of knowledge work. It is often knowledge (legislation) and collaboration intensive, and the flow of work can be difficult to predict in advance. In our experience, these processes are best supported by a Case Management work pattern.

Figure 1 illustrates the Capgemini BPM grid that maps the collaborative and knowledge-intensiveness of services in the public domain to the degree of predictability.

in real-time. The system does not give case managers control of the process.

Conventional methods of workingKnowledge workers handle new cases every day and are in constant need of information to resolve issues. They lose many productive hours just looking for and collating information or performing manual coordination of routine tasks.

Rigid IT solutionsIT applications have been unable to keep pace with the volume and com-plexity of work that case managers are required to handle. Among other fac-tors inhibiting efficiency is the e-mail information overload that knowledge workers complain about.

Overlap in work between various departmentsDespite having separate organizational units that deliver different services, much of the work is often very similar or even duplicated. There is much scope for processes to be integrated and streamlined.

Figure 1: Capgemini’s BPM Grid

Collaborative Coordination(supported by groupware & social media)

Case Management(supported by adaptive case management technology)

Direct Execution

Serial Execution(supported by work�ow technology)

L M H

L

M

H

Collaborative & knowledge intensityof provided service

A taxonomy of services

Highly predictable/structured

Unpredictable/unstructured

Unpredictability/Required degrees of freedom

KnowledgeWork

Intensive



A case is:“A coherent set of work, with a well-defined trigger and result, of which the quality and lead time needs to be managed.” A case can be triggered by certain citizen requests or events, like birth, moving home, or divorce, or the detection of certain conditions such as a fire or a violation of certain laws.Case Management is:“A pattern of work in which activities are executed that do not necessarily follow a predetermined procedure, but are dynamically determined and performed to complete a case, aimed at the delivery of a specified result within a specified timeframe.”

Key characteristics of Case Management are:n Result-driven – Case workers

perform activities that either bring the case closer to the required result, or provide insight to determine what next steps are needed

n Non-deterministic – As distinguished from serial execution work patterns, delivery of a case follows a non-deterministic path of activities, which emerges as a result of events, case data, business rules, case manager decisions, often supported by available standardized activities and templates. A key instrument for this is the Dynamic Action Plan, which holds all activities that may or must be performed for this case, and can be dynamically adjusted. This approach specifically sets Case Management aside from the often “procedural-driven” execution of citizen requests

n Standardized and ad hoc activities – Where appropriate certain activities can be standardized in terms of data, tasks, guidance, and business rules. However, in many cases, ad hoc activities might be needed and defined by the case manager.

n Templates as best practices – By analyzing cases, organizational learning can be facilitated through the use of templates. These are predefined initial activity plans for specific case types and are often high level. These can serve as compliance-driven requirements or just suggestions that a case manager can choose to adapt or ignore

n Shared case data – All data pertaining to a case is shared, possibly even with the involved subjects, such as citizens. Instead of process silos that keep case data within department walls, all case workers – potentially from different departments or even other organizations – need to have access to all case data. This data comprises structured data including back-end systems like Customer Relationship Management (CRM), and Enterprise Resources Planning (ERP), and unstructured data such as e-mails, documents, chats, and photos. This would be constrained by a proper role-based authorization mechanism

n Case manager and case worker roles – To ensure completion of cases within time and in line with quality targets, the case manager is ultimately accountable. The case manager has the overview and owns the dynamic activity plan. In order to determine the required activities a good insight into the case specifics and status is vital. Situational awareness based on good information is crucial for the case manager. Competencies include being goal-driven, keeping an overview and having the ability to deal with various (unexpected) events and exceptions. In addition, case workers can be assigned to cases as a delegate to perform certain activities.





















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Case Management technology: Freeing knowledge workers’ valueRecent advances in technology have helped to popularize Case Management as a work pattern. These advancements include innovations in BPM technology, business rules engines and enterprise content management solutions. Based on our experiences, Case Management solutions typically deliver benefits, as listed in the table Benefits with Case Management.

Case Management FrameworkFigure 3 presents Capgemini’s generic Case Management framework. It is aimed at clarifying the key components of Case Management solutions. The framework can be implemented on top of an existing IT solution.

Towards case performance transparency and manageabilityThe potentially ad hoc nature of case completion demands careful consideration of how to make the delivery of cases transparent and manageable for line managers and above. A good way of achieving this is to use a generic phased model for case execution that splits case completion into phases, with certain sub-objectives and “definition of done” criteria per phase. Using this model and predictive key performance indicators, governance can be implemented on “Are we delivering cases right?” and for improving case handling capabilities with templates, standardized activities, and rules and checklists.

Benefits with Case Management

Benefit Through

Flexible, location-independent access to cases

Web-based computer and mobile access

Quick overview and insight for case workers in workload, priorities and case status, reducing information overload

Personal and role-based configurable views on cases Access to/manipulation of structured and unstructured case data including data from other systems

Efficient execution of activities Enabling case workers to complete activities, providing all relevant information needed Knowledge support through rule-driven checklistsAbility to delegate activitiesAbility to plan agenda and activities

Case manager that is in control of case execution

Overview of the case specifics and status Functionality to create, view and maintain the dynamic activity plan, supported by templates, business rules and using a business services repository that contains standardized activities (or even more complex process 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

Figure 2: Generic Phased Model

Collect Research Decide Communicate Enforce

ExampleConsider a medical case where a doctor will assess and diagnose a patient and decide the most appropriate treatment. If unpredictable side effects arise as a result of the treatment then a different remedy may be required. Other examples where Case Management provides substantial added value include:n processing complex requests

for permits – grants, employment benefit, housing

n complex claims – insurancen objections and appeals –

legal cases n handling exceptions in high-

volume serial executed work – tax processing, benefit payments.



Key strengths of our approach are:n Empowerment – We focus on strong

involvement of knowledge workersn Agile – Our solutions are defined,

developed and evaluated in short cyclesn Architected – Through a business

service approach and architectural governance, we foster sustained fit for use, maintainability and reuse

n Hybrid – Case Management often requires integrating various technologies, each requiring specific approaches that we have integrated

n Rightshore® – Use of our offshore BPM Centers of Excellence aligns our offerings with your financial goals

n Organizational Change – Our approach takes into account the behavioral change and group dynamics of a transition program and the focus includes a change management strategy.

vendors for the delivery of Case Management solutions:n Be Informed n Cordysn EMCn IBMn Oraclen OpenTextn Pegasystems

Capgemini’s Service Offerings and ExperienceImplementing Case Management and supporting IT solutions requires an integrated approach that addresses business, legislation, organization, culture, roles, processes and IT. Through our Case Management assignments and implementations we have developed and tuned our integrated Case Management approach.

This framework has been successfully adopted within solutions for knowledge workers and has been used for flexible high-volume straight through processing and human workflow. With smart configuration, a large percentage of cases can be fully automated, leaving the more complex exceptions that require more flexibility and human intervention to case workers – helping them to focus on non-routine tasks (see Figure 4).

Technology PartnersWe have a firm understanding of the IT requirements needed to support Case Management, and know the strengths and weaknesses of technology in this area, especially regarding the required process flexibility. We help clients to define their IT architecture and technology selection. We have partnered with a number of technology

Figure 3: Capgemini’s Case Management Framework

Collect Research Decide Communicate Enforce

Generic Phased Model

Activities (including process fragments)

A2 A5

A6 A7 A... A...

A...A... A... A...

A...A...A1 A3

Citizen

Case manager

Department managerCase worker (including Case manager)

ActivityPlan

Case DataStructured &Unstructured

Real-timePerformance

Reporting

Activity Forms

BusinessRules Engine

OutputGeneration

Interfaces to other systems

A1 VA3 To doA5 OptionalXX Ad hoc

Business Services Repository

Case Management systeem





















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Figure 4: Case Management Supports Automatic and Manual Handling

BusinessRules

Citizens'request

Full Automatic Handling(straight through processing)

Manual Handling(supported by best practices/rules)

Case Management Solution

Citizen

Case worker (including Case manager)

Benefits of implementing Case Management, supported by appropriate IT solutions

From: To:

Rigid processes, supported by rigid IT systems – with long lead time for changes

Flexible processes and rules, supported by a generic infrastructure, leading to faster implementation of new regulations and lower IT cost

Employees need to find, combine and access information from various sources and applications, without a central view

Case Management solutions provide an integrated view on the relevant case data, both structured and unstructured such as documents and e-mail. Where needed, the solution can retrieve and update data from back-end applications

Employees need to work with applications with rigid processes, that often do not support the specific request and situation

Case Management provides case managers with a flexible way to define the required activities. These activities guide case workers in following the right processes

Employees need to manually coordinate and keep an overview of status with various office tools, such as spreadsheets and e-mails

Support for employees, leading to higher productivity, quick overview and better coordinationFull automation of certain activities, reducing routine work

Lack of transparency and performance data

Real-time insight in the status and progress of cases for all relevant stakeholders including the citizenEliminating the often manual work to repeatedly gather and report on performance

No infrastructure for organizational learning

Solution that allows for easy tuning of templates, rules and activities, supporting quick adoption and rollout of best practices. This will help to reduce errors

Hard to ensure compliance and limited re-use of available knowledge

Ensuring compliance through a flexible solution that can monitor and guide employees, leading to more consistency, without constraining flexibilitySupporting employees with rule-driven knowledge to perform activities

Task-oriented culture, without clear goals and objectives

Empowering employees, leading to a culture of ownership, transparency and goal-driven employees to address citizens’ needs

Functional policy silos reducing organizational flexibility

Case Management facilitates integral service teams, 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 information with other organizations

Based on open standards, Case Management solutions can connect to other organizations’ systems, and allow employees from other organizations to access specific case-information or even perform certain activities



Our differentiators are:n integrated Case Management

approachn strong business analysis skills,

supported by an expert business analysis method

n our focus & direction workshops to clearly set goals and scope

n our value & performance approach, helping to define a clear measurement and management framework for cases

n our BPM Centers of Excellencen our controlled migration

framework, defining a clear path to legacy reduction

n advanced methods for activity and rule analysis and elicitation

n subject matter expertise in various public sectorsn reusable activity and rules

frameworks for specific verticalsn our focus on business issues, change

management and business solutions, with IT solutions as enablers

n academy services that can actively support changes through

training and coaching n strong expertise and involvement in

public open standardsn partnerships with various strong

technology vendors in the area of Case Managementn cloud-based deliveryn strong testing services, ensuring

quality and conformance to requirements.

Figure 5: Capgemini’s Case Management Services and Integrated Approach

RapidSolutionWorkshop

AgileArchitectedHybridRightshore®

ChangeQuality

Implementation & Governance Advisory

Project management

Business analysis

Solution architecture & solution crafting

Testing and quality assurance

Organizational change management

Business & ITVision & Architecture

Case Management Delivery

Capgemini Case Management Services

Case Management Maintenance

We have packaged our Case Management approach in a number of offerings, as

shown in Figure 5. They include:

Rapid solution workshop

A quick and powerful way for you to understand Case Management, and see its value for your organization. Through a fast workshop-driven approach, a preliminary business case, a demo, a presentation and a plan for the next stage are delivered

Business and IT vision and architecture for Case Management

Supporting our clients in defining a business and IT vision for the implementation of Case Management, strongly linked to the client context, strategy and requirements. Defining business cases and architectures, and supporting with technology selection

Case Management delivery

Implementation of Case Management, supported by the design, build and implementation of an IT solution. This includes building our client’s ability to maintain templates, rules and activities in an agile manner

Case Management application maintenance

Ongoing maintenance of Case Management IT solution

Case Management implementation and governance advisory

To leverage the strengths of Case Management as a work pattern and deliver the benefits of a Case Management IT solution, organizations turn to Capgemini for:n Case Management center of excellencen standards and guidelines for further roll-out of Case Management

within the organizationn Business Rules and Activity Governance framework that is aligned

with ITIL, yet ensures agility and speedn guiding organizational and cultural changesn integrating Case Management initiatives with other business

initiatives and transformations

Case Management solution for local government

For the local government we have developed a Case Management business solution for dealing with subsidies. Other business areas, such as permits and civil affairs, are under construction




















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It empowers them with an agile way of working within the constraints of limited IT spend, supporting employees in making them productive, facilitating integral service teams to increase organizational flexibility, and ensuring compliance and faster implementation of new regulations.

Our wide range of experience across the public sector gives us the right vision and tools to make us your partner in this transformational journey.

Examples of our track recordCapgemini has successfully implemented Case Management solutions for various clients, including the following examples:

ConclusionMoving to a dynamic and flexible Case Management environment in the public sector is not just a matter of seeking a replacement for an existing IT solution. It involves intensive collaboration with knowledge workers and the application of proven IT strategies to define, design and implement a reusable and scalable IT architecture. This must integrate multiple technological approaches to ensure the right IT fit. And the 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.

Sector Challenges Solution

Insurance Slow claims handling Case Management solution for claim handling that has improved visibility and speed of claims

Public data processing 1

Need for more efficient handling of allowances, frequent changes in legislation

Model based, straight through processing solution, with support for knowledge workers to handle exceptions

Public data processing 2

Significant improvement required in efficiency and effectiveness of compliance operations. Need to move away from paper-based, silo approach

Case Management solution, used by more than 15,000 users, and saving 70 minutes per case

Inspection agency Need for more transparency, better quality of data and reduction of manual overhead, changing regulation

Case Management solution, providing an integrated view on objects and inspections

Local municipality Inflexible IT solution Case Management solution, based on Capgemini’s vertical solution for grants

Legal sector 1 Need for integrated and efficient legal case handling

Document-centric Case Management solution, with advanced deadline monitoring

Legal sector 2 Need for case handling Delivery and maintenance for a Case Management solution, featuring a case folder, document tracking and automated workflows

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of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, the Collaborative Business ExperienceTM. The Group relies on its global delivery model called Rightshore®, which aims to get the right balance of the best talent

from multiple locations, working as one team to create and deliver the optimum solution for clients. Present in 40 countries, Capgemini reported 2010 global revenues of EUR 8.7 billion and employs around 110,000 people worldwide.

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