Making the Case for Case Management

It's been nearly two decades since the public sector took that first look into the soul of its customer service and asked: is it time to reinvent ourselves? Although interest appears to have waned in the interim, since 2009 the public sector has repeatedly publically committed itself to taking giant steps towards greater efficiency (see sidebar on page 3). The obvious question is what has changed? Between the ever-expanding digital universe and the ever-lagging economy, the answer should be obvious: Pretty much everything.
With constituent expectations soaring and budgets sinking, the link between process and service has never been more vital. This white paper takes a look at Case Management, an integrated IT infrastructure that makes this connection by driving responsiveness and flexibility into any process. Citizen Requests, events, deployments, inventories, you name it and case management can bring it into focus and help you reach the desired outcome.