Case Management for Public Sector

Let's follow the case management process through an email inquiry. The built-in automation and AI capabilities are designed to streamline processes and reduce manual tasks. When a new email case comes in, the system automatically processes the incoming data, efficiently capturing essential information and assigning a unique case number to each inquiry

Next: Click on “3. Empower Agents”

Once created, the Case Management Application automatically routes the case to a shared queue, making it easy for agents to accept and begin work. This ensures that agencies can efficiently collect necessary information and prioritize cases for assignment to the correct personnel. Furthermore, Public Sector Solutions supports omnichannel communication, allowing inquiries from various channels—such as chat, messaging, email, social media, or phone—to be handled from a single, centralized location.

Next: Click on “4. View Record Detail”

Once the case is accepted by an agent, the status changes from "new" to "working". A 360-degree view of every case provides a comprehensive perspective, achieved by centralizing all case data and related interactions within a secure, searchable environment, making it a single source of truth for real-time team collaboration and efficient resolution workflows. Agents gain instant access to the inquiry, full case history and all related details on a single screen, eliminating the need to search for information across multiple disconnected systems.

Next: Click on “More…” then “5. Find Answers Quickly”

The Activity Feed provides a detailed account of all activities between the customer and the agent. This ensures complete transparency and context for every interaction, allowing any agent to pick up a case and be fully up-to-date without needing to search multiple systems or ask constituents to repeat information. Furthermore, Case Management for Public Sector automatically suggests relevant knowledge articles, powered by AI capabilities, to help resolve cases more quickly.

Next: Click on “More…” then “6. Leverage Templates”

Agents can easily send these suggested articles directly to the constituent, providing immediate answers. After adding in an email template, they click the "Insert Article into Email" option to add the article link into the email and hit send. The knowledge article contains details on the proposed resolution and can be easily accessed by the customer via email. This streamlines communication and helps ensure constituents receive the information they need without delay

Next: Click on “More…” then “7. Connect the Community”

Beyond direct agent-sent communications, these valuable knowledge articles are also readily accessible to constituents through Self-Service Portals. This empowers citizens to find answers independently, allowing them to search for information on their own terms and at their convenience. 

Next: Click on “More…” then “8. Access Information”

Constituents can log into the Portal to access their own case history and profile. They will have access to all the knowledge articles, and can engage with their case manager directly in the feed. This comprehensive self-service capability not only accelerates case resolution and reduces the administrative burden on case workers by addressing common inquiries, but also significantly enhances overall operational efficiency and constituent satisfaction by providing immediate, consistent support.

Next: Click on “More…” then “9. Tailor Processes”

Each organization can customize the entire case process including how cases are closed. This capability is central to Public Sector Solutions, ensuring that the Case Management Application can be finely tuned to meet the unique and evolving needs of diverse government agencies, from social services to licensing and judicial matters.

This customization goes beyond simple configuration; it means agencies can implement guided templates to help case workers assess situations, recommend service plans, and continually monitor progress.

Next: Click on “More…” then “10. Analyze the Data”

The Case Management Application's analytics capabilities allow for the detailed analysis of case management data, offering insights on case trends, caseload distribution across teams, and case processing times. These insights are crucial for helping organizations make smarter, data-driven decisions and distribute resources more effectively.

Furthermore, AI capabilities are deeply embedded within the Case Management Application to enhance data analysis. These AI features enable users to find information easier, automate case research, and visualize relationship networks. 

This also means the system can provide data-driven recommendations directly within workflows, empowering employees with the information needed to take action.