Home / Blog / April 2015 / KC Online Case Manager – Robustness and Best Practice in Case Management

KC Online Case Manager: Robustness and Best Practice in Case Management

1/4/15 - Written by Shaun McDowall, Technical Consultant, Integritie

Shaun is a customer-centric technologist with a deep understanding of document-based business processes which has been developed over several years. He is passionate about using technology to reduce costs whilst improving the user experience. Shaun has helped many individuals and organisations to overcome their technical and human challenges in the quest for streamlined document processes.

Integritie's KC Online portfolio comprises a number of class-leading technologies which are designed to help organisations and individuals achieve their goals. Teams need access to tools which help them remain productive while giving them a competitive edge. Our KC Online Advanced Case Manager is cost-effective, scalable and fully-featured. It is also underpinned by proven technologies and can be implemented in our KC Online cloud or on customer premises.

Previously my colleague Andrea wrote in this blog about one of our customer implementations of KC Online Case Management within O2 Telefonica. This month, I thought I'd focus on a particular aspect of our KC Online Case Management solution: the Checklist.

Not many of us have a natural affinity for checklists. Most of us don't tend to use them in everyday life, and we don't find them very interesting. However, in many circles, checklists play a significant part in the daily activities of specialist workers. For example, pilots and surgeons use detailed step-by-step checklists as they carry out their duties, helping to maintain safe operation of aircraft and ensuring that surgical procedures go smoothly. Checklists back up investments in technology and training. When properly used, they can help to ensure that compliance is maintained.

Integritie have harnessed this approach, making it a signature feature of our KC Online Case Manager. Properly designed checklists are not pre-built recipes for how cases should be handled, but rather are predefined sets of steps through which case workers must go through in order to process cases to resolution. Case Manager is available with predefined checklists for Complaints Handling, Accounts Payable and Insurance Claims. We can also work closely with our customers to help them define their individual checklists which are specific to their organisations and the ways that they work. These bring a new level of robustness to their case management procedures and encourage best practices when handling cases. Case workers still have to use their understanding and perspectives, which are unique to their particular industries. However, the presence of checklists serves as a useful reminder of key things that could be forgotten or missed during the process of working a case.

We use checklists to automate a certain amount of routine decision-making, meaning that users' time is spent on less mundane tasks. An example of this might be a decision on whether to refer an insurance claim to a senior loss adjuster for review. If the organisation normally did this only for cases where the total claim was in excess of a certain predefined limit, the checklist could be configured to keep track of the total value of the claim. The case would automatically be routed to the senior adjuster at the appropriate time.

Checklists inside KC Online Case Manager also provide an overview of what stage of its life a case is at - it's possible to see how close a case is to being resolved or closed.

Cases often need to be completed within a specified timeframe, or individual steps along the way carried out in a timely manner. With this in mind, we made it possible to implement 'soft' deadlines for the completion of individual steps in checklists. For example, an organisation may have a service level agreement (SLA) in place which states that it is necessary to acknowledge a complaint within 24 hours of it being received. This would be configured in the checklist as a 'soft' deadline. If such deadlines are exceeded, cases are displayed in the user interface in a different colour, drawing users' attention to the fact that they need to action those cases as a matter of urgency.

Users who spend their working hours inside Case Management tools are often subject matter experts in their own right. Their expertise is applied to particular cases in order to determine what the outcomes should be. Checklists can ensure that industry-recognised best practices are always at the forefront of the way cases are handled, and go some way towards ensuring consistency in the handling of cases.

There is research which suggests that no matter how 'expert' an expert may be, well-designed checklists always improve outcomes. Checklists are just one of the unique features of our KC Online offering which sets Integritie apart. We are continuously improving our KC Online platform, adding new features which help our customers to be more successful at what they do. We look forward to speaking with you about how we can be a part of your success story.

For more Information on Integritie's KC Online solution, please email sales@Integritie or click here.

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