Organizations have entered the world of cognitive work and workers. Whether we talk about government, intelligence, law enforcement or some other organization the cognitive era is here. To manage this old process automation solutions are outdated. Enterprise Content Management – and especially Case Management – is suitable for this era. Let us explain why.
Old process automation approach is no longer viable, as processes are more people driven. Task descriptions have evolved and are continually evolving. Workers need new skills to complete complex tasks with fewer resources.
As workflow and business process management (BPM) become outdated and increasingly ineffective for less-structured work patterns, providers that offer improved analytics and information modeling will emerge as leaders. – Le Clair, C. (2016, February). The Forrester Wave™: Dynamic Case Management, Forrester.
Costs and risks need to be minimized, while remaining efficient. Usually many laws and regulations need to be obeyed.
Enter case management
An era of knowledge workers calls for adequate tools, which enable autonomous decision-making and effective collaboration. Case management makes this possible.
Case management is a semi-structured, but also collaborative, dynamic and information-intensive process that is driven by outside events and requires incremental and progressive responses from the business domain handling the case.
Examples of case folders include a patient record, a lawsuit, an insurance claim, or a contract, and the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case.
By taking control of cases, collaboration, processes, tasks and knowledge, it is possible to vastly increase productivity.