Flexible and extensible database schema Each CaseWork data object ie Case, Issue, Person, Company, Document, Work Item can be extended by adding any number of additional fields, of any type, to accommodate any business requirement. Each case can, if required, handle any number of issues, and each can be tracked independently. Add custom data objects for example asset, property, policy with no change to database schema. CaseWork user interfaces vary based on each user's security profile As each CaseWork web page loads, the information to be presented is analysed, and filtered or reformatted depending on the user's user group membership and security profile.
Infinitely flexible user interface All user interface elements on data entry forms may be arranged in any position or order. Custom actions may be set to any UI event.
Advanced Architecture The emergence of Enterprise 2. CaseWork is a dynamic, flexible and scalable platform, comprising a cluster of independent interconnecting services. To improve end-user productivity, CaseWork has developed an extensive library of rich AJAX user controls, specifically for use in case management applications. These include an address manager, document management and drafting tools including version control , advanced tree controls, a match checker and advanced person selectors.
NET framework on the workstation. Additionally, use with Internet Explorer facilitates Active Directory integration for single sign-on. An internal development program for Android and IOS clients is ongoing, with initial releases in The application server modules include elements of the core CaseWork platform, and discrete customisation components enabling the definition of complex business rules for specific applications. To date, Microsoft SQL server has been the preferred database option.
The advanced database design enables a single CaseWork instance to support multi-tenanting, and to deliver multiple applications, in multiple languages, from the same instance. The CaseWork platform uses three separate databases: Most components of the CaseWork platform interact directly with the OLTP database, which contains dynamic data, static data, business rules, configuration rules and user interface layouts, in an abstracted schema.
Its intuitive, read-only structure enables reports to be created quickly and easily, with no threat to the integrity or performance of the data in the transactional database.
Case management applications tend to provide specialised, detailed functionality on a relatively small scale compared to other enterprise applications. This means a departmental manager who is looking to implement a case management solution for his or her specific needs for say, forty full time users faces a difficult situation. CaseWork is an enterprise platform CaseWork is an enterprise-class solution because it is meets enterprise requirements in terms of architecture, technology platform, security and scalability.
CaseWork is a true application platform: CaseWork is case-centric In CaseWork the case lies at the centre of the data structure. The secondary data objects of case management people, issues, documents, work radiate from the case object. Because CaseWork is case centric, the implementation of effective applications for case management is simpler, faster and cheaper. The CaseWork platform includes an array of case management tools, such as document collaboration, task tracking, rapid case creation, rapid issue classification, and workflow templates.
This means that the job of configuring the system to meet a set of detailed case management requirements is a faster, smoother process than with other enterprise platforms which do not have case management at their core. Implementing a case management system on a platform which is centred on some other object, such as person or organisation CRM , work BPM or document EDMRS will inevitably be far more complex and more expensive, and by implication, carry more risk.
Case management is our core business CaseWork solutions are implemented by a team of case management specialists who have decades of experience between them. By dealing with seasoned professionals who already know their way around case management, CaseWork customers avoid wasting project time on reinventing the wheel; explaining the fundamentals of case management to generalist consultants who have little or no experience in implementing similar systems.
Appropriate scale, appropriate cost Most of the time, when application vendors speak of scalability, they boast of their ability to scale up, ignoring the importance of being able to scale down. Where a group or division has a specific set of requirements for a case management system, a solution based on a strategic enterprise platform can easily be massively expensive, with implementation costs which are totally out of proportion compared with the scope and scale of the business requirement and the number of users or transactions.
Because CaseWork is case centric, and is created to scale down to small solutions as well as up to very large implementations, the cost and complexity of implementing each application is realistic and appropriate. Where an application is being implemented on a CaseWork instance which is already hosting other applications which have been established previously, further economies are achievable by leveraging work done on those previous systems.
This means that decisions about the design of applications, including user interfaces, workflow and static data can be made and updated based on the needs of the business owner of each application.
With other enterprise application platforms, these sorts of decisions are often subjugated to the needs of the overall platform, meaning that departmental or divisional managers are not empowered to make decisions about the design of key elements of their own systems.
CaseWork is built for integration The concept of a case management platform presupposes the integration of case management applications with other services such as content management, identity management or messaging.
CaseWork is built on an event-driven SOA service oriented architecture ensuring maximum flexibility for creating integration solutions which fit with your existing business processes. SOA offers a realistic pathway to implementation, especially where web services, based on industry standards, are used to provide real-time interactivity. CaseWork offers a library of standard plug-in connectors and is also building a series of out-of-the-box connectors to popular best-of-breed applications including major CRM and ECM providers.
Customised connectors may also be created for specific integration requirements. Reporting requirements for case management may be split into two groups as follows: Management reporting This is reporting on the process of the management of cases, rather than the content. Examples of management reports include Breakdown of cases by case source Analysis of timeliness of response to the issues raised in cases Analysis of productive output of case managers Analysis of case escalations Analysis of resolution of complaints Management reports are generally presented in summary format, typically being cross-tabulated or graphical in style.
Requirements for management reports tend to change little over time, and are suited to MIS style reporting with pre-specified reports being published at regular intervals. Diagnostic reporting Diagnostic reporting is concerned with the subject matter of the case. Generally, the purpose of diagnostic reporting is to support efforts towards Continuous Improvement of the products and services provided by the organisation.
Effective diagnostic reports tend to act as a call to action, to address systemic issues identified though the data. For example, taxonomies may include hierarchical trees for categorising issues by Product, Service Process or Issue Category. Diagnostic reporting activity may be further grouped into subgroups as follows: Horizontal analysis Standardised reports are run at regular intervals to assist with the identification of spikes, upward trends or other abnormally high numbers, which may be indicative of systemic issues.
These will show comparative numbers of groupings of issues raised in cases over time say over the last 13 months. For example, reports may show monthly numbers of issues grouped by product subgroup, by branch or by issue category.
These may be presented either in tabular or graphical form. Some organisations opt to present this data in the context of background data which gives an indication of the rate of incidence of issues. For example, complaint numbers may be presented as complaints per units shipped or complaints per passenger journey.
Investigative analysis When a spike has been identified, an analyst will conduct a detailed investigation to try to understand any underlying systemic issue. This will involve one-off slice-and-dice analysis, drilling into the data to find the specifics of the issue, and will commonly involve reading and understanding individual cases in order to understand the problem.
This activity may be carried out by specialised team or by analysts in the business. Cube-based tools using OLAP technology such as the functionality offered in pivot tables are ideal for this type of analysis. Investigative analysis may require the creation of complex ad-hoc queries, so there is an assumption that the analyst performing this activity will be suitably skilled at creating complex queries and will have a grasp of the basic principles of relational databases.
Once a systemic issue has been identified, the issue may be raised at a regular forum involving managers from all parts of the business, where remedial action is discussed and agreed. There is generally a requirement for the documentation of systemic issues and their Monitoring Analysts typically set up monitoring reports to check on ongoing numbers of issues about a systemic issue which has been identified, in order to understand the effectiveness of any remedy.
These reports will be created on an ad-hoc basis by the analyst, and run on a regular basis until such time as the issue is deemed to no longer require monitoring. In order to comply with Australian federal government regulations, financial institutions are expected to identify manage and monitor systemic issues through the diagnostic analysis of customer complaints.
The following approaches to reporting are available: PowerSearch The application includes an internal query-builder PowerSearch. Users can create, run and save queries, with results being displayed as lists of cases.
PowerSearch is generally used to support case management activity rather than as an analytical tool. Queries may be simple or complex, may include any data field in the system, and may specify columns and sorts as part of the query logic. Users may click on an individual listing to see the full detail of the case. Query results lists may be exported to Excel. PowerSearch can be made available to any user of the CaseWork application platform.
Graphical reports on the CaseWorkBench The CaseWork platform includes the CaseWorkBench, which is a dashboard for users to manage their work, view reports, and use tools for system administration and other purposes.
These activities are made available through gadgets CaseWorklets which are arranged on a series of tabs displayed on the CaseWorkBench. Graphical CaseWorklets may be configured to provide interactive graphical reporting tools for end-users. Usually Pivot Tables are connected to SQL Server views which have been configured to include all of the required columns in a flat format. Where datasets are larger, we recommend server-side cubes see below.
These tools require a higher level of skill, but deliver more power, flexibility and sophistication. Analysis via server-side cubes The CDM schema is structured like an application-specific data warehouse, with data presented in a snowflake schema ready to be incorporated into OLAP cubes. This means that, where required, data can be published to SQL Server Analysis Services cubes, providing powerful, scalable data cubes for advanced slice-and-dice analysis. For smaller datasets, most of the functionality available in server-side cubes is available via the Pivot Table Service in Microsoft Excel client-side cubes , and we therefore recommend the implementation of server-side cubes only where there are large datasets or sophisticated security requirements.
SSRS includes a complete set of tools for creating, managing, and delivering reports. CaseWork Application Consultants can assist in designing and building reports, or this work may be undertaken by staff on the client side. Reports can include rich data visualization, including charts, maps, and spark lines. SSRS reports can be published, scheduled, or accessed on-demand.
CaseWork, the enterprise platform for case management, is one of the first enterprise software solutions to be built around Web 2. These are web destinations where people go to see content which has been put there by other users. Compare this with the first generation of Web usage, where a Web page was a place where you consumed content provided by the people who owned the Web site.
The technical advances that are behind Web 2. Until now, Web 2. While leisure Web-technology has raced forth into realms of interactivity previously unknown, most business software has remained stuck in the 90s, and the software you use at work feels clunky and dated compared with the applications you use after hours.
Imagine a web page for each case, presenting easily understood and accessible information that can be edited and viewed by people all over the business subject to a detailed security framework. Think of how that might look; think of CaseWork. After 10 years of working closely with people who use case management software every day, we decided that the design of our new product should be based on a fundamental requirement: Elegance Elegant software means software that works truly intuitively.
If you think about it, no-one ever went to a training course to use internet banking. As well as being intuitive, these applications have to be pleasant and satisfying dare we say fun?