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Investigations Require Case Management Solutions

Gartner Research Evaluates Case Management Frameworks in New Report

Roger Hughlett's avatar

By: Roger Hughlett

May 12, 2014 | Data and AnalyticsCase Management/BPM

You don’t have to be a “True Detective” to appreciate the role investigations play in today’s enterprises. While most organizations aren’t tracking down serial killers, a sizable number of them are conducting investigations in some form as part of their daily business operations.

Anyone responsible for performing background checks on employees or monitoring a program for fraud and abuse understands the investigative process. And these investigations are best handled by case management systems. These types of investigations – along with laboratory research, security breaches and of course criminal investigations – are identified by Gartner in a recent research report.

The report, Critical Capabilities for Case Management Frameworks, identified and examined 11 critical capabilities applied to four specific use cases. 

The four use cases in the report are:

  • Investigative Cases (data-heavy)
  • Service Request (workflow-heavy)
  • Incident Management (collaboration-heavy)
  • Process to Decision (rules- or policies-heavy)

The report evaluates BPMS-based Case Management Frameworks (CMF) providers – including MicroPact -- based on a list of critical capabilities needed to support the four use cases that researchers observed across multiple industries.

When taking a closer look at investigative cases, which are typically data-heavy and some of the most complex cases when it comes to workflow and content, the focus tends to zoom in on the data.

“Often, data is captured as part of the case and relationships between data elements emerge over time,” according to Gartner’s description of investigative cases.1 “Patterns in the data are discovered, evaluated and acted on. Sequencing of actions on the case is very ad hoc, and event- and milestone-driven.”

MicroPact’s entellitrak platform takes a Data-First™ approach to dynamic case management in order to ensure all that vital information (documents and forms filled with details) is at the center of the system. Because we design case management systems around the data – and not around the process – enterprises are able to conduct and manage investigations more efficiently and more effectively.

And while investigations apply to many industries, there’s no denying that law enforcement organizations are the real experts.

MicroPact’s Gary Walker, who spent more than 25 years in law enforcement, talks to state, local and federal operations on an almost daily basis. He understands how important an enterprise case management system is to solving crimes as well as managing all the operational support that goes into law enforcement. (Check out Gary’s blog on case management and inspector general (IG) operations here.)

According to Gary, because investigations are so complex and never progress through a system in a simple and predictable pattern, dynamic case management is a better fit than more rigid process-centric systems. Case management solutions put the people over the process. And with investigations – from an insurance company uncovering fraud to a detective chasing criminals – the people on the front lines are key. They gather the data, they manage the data and they use that data to resolve (or better yet, solve) the case.

You can learn more about how entellitrak solutions handle complex investigation of all types here.

1. Gartner, Critical Capabilities for Case Management Frameworks, 2014 (G00250141 ) Published: February 12, 2014; Analysts: Janelle B. Hill, Kenneth Chin, and Rob Dunie.

Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About the Author

Roger Hughlett was a member of the Marketing Team with MicroPact from 2013 - 2015.

Tyler Technologies is the largest and most established provider of integrated software and technology services focused on the public sector

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