How to dr ive efficiency and
r educe r isk with
investigative case
management softwar e

Today’s Presenters
Jakub Ficner
Director of
Partnership
Development
Ashley Rosa
Lead Product
Manager

OVERVIEW
1 Introduction
2 Why investigative case management software?
3 Build vs Repurpose vs Buy
4 5 features to look for
6 Q&A
5 Looking at the ROI of case management software

EXTERNAL TRENDS
DRIVING THE NEED FOR
INVESTIGATIVE
CASE MANAGEMENT
SOFTWARE

Why Case Management software?
More
employees are
speaking up…
creating more
cases…

Why Case Management software?
Cases can be
very
expensive…

Why Case Management software?
Regulators
are weighing
in…

Why Case Management software?
And, on the
other hand,
it’s good for
business!

INTERNAL CHALLENGES
DRIVING THE NEED FOR
INVESTIGATIVE
CASE MANAGEMENT
SOFTWARE

Manual Processes Waste Time and
Resources
When relying on manual processes…
✕ Huge potential for errors
✕ Wasting staff time and resources
✕ Case resolution takes longer
✕ Producing documentation is
difficult
Arecent poll i-Sight
held found that:
63%
of case managers’
time was spent on
manual tasks, taking
them away from their
key role priority.

Inconsistent Approach Creates Risk
✕ Documentation suffers
✕ Cases bottleneck and get delayed
✕ Organizational improvement is
impeded
✕ Mistakes become more likely
When case management is
inconsistent…
A recent poll i-
Sight held
found that:
58
%
of case
managers had
inconsistent
processes.

Data Limitations Reduce Transparency
✕ Reporting on case status is onerous
✕ Time is wasted on compiling information
✕ Difficult to spot trends & issues
✕ Improving performance or culture
becomes challenging
✕ Demonstrating continuous improvement
becomes impossible
With limited access to data…
Arecent poll i-Sight
held found that:
81%
of case managers
ranked reporting
as their most
significant challenge.

With A Case Management System, You Can
Address These Challenges
You can automate and streamline manual
processes to boost efficiency
Arecent poll i-Sight
held found that:
81%
of case managers
ranked reporting
as their most
significant challenge.
You can create consistency and have a single
source of truth for your investigations for risk
mitigation
You can develop insights from case data for
quick action and to help prevent future incidents

BUILD?
REPURPOSE?
BUY?

Should I build? Repurpose? Or should I buy?
Option 1:
Build
a case management
tool from scratch
Pros Cons
 Customized
 Control
 Fit with other systems
✖ Expertise
✖ Resources
✖ Support
✖ Cost

Should I build? Repurpose? Or should I buy?
Option 2:
Repurpose
an existing system to
handle investigative
case management
Pros Cons
 Fit with other systems
 In house Support
 IT is Familiar
✖ Not Specialized
✖ Risk and Compliance
✖ Flexibility
✖ Reporting Control
✖ Total Cost and Time

Should I build? Repurpose? Or should I buy?
Option 3:
Buy
a dedicated case
management tool
 Control
 Customized
 Expertise
 Low Cost
 Support
✖ Fit with current systems
Pros Cons

5 KEY FEATURES YOU NEED
IN YOUR INVESTIGATIVE CASE
MANAGEMENT SYSTEM-
AND HOW THEY DRIVE
EFFICIENCY AND REDUCE RISK

Multichannel Intake
What is it?
• Giving employees a wide variety of ways to report
incidents
Why is it important?
• More intake methods increase the likelihood of
getting incidents reported

Ability to handle any case type
What is it?
• System capable of being configured to handle multiple types of
incidents and issues for a Department or Multiple Departments
Why is it important?
• Single source of truth for complaint & incident reporting across organization
• Enables you to put in place a consistent process
• Greater return on investment when you support multiple departments

Security and Access Controls
What is it?
• Ability to limit who has access to what information
• Strict information security protocols to safeguard data
Why is it important?
• Working with highly sensitive data that requires strict controls
• Regulatory requirement in most jurisdictions
• Stronger security breeds more trust in your system

Reporting
What is it?
• Ability to quickly and easily report on progress, status, results of
case investigations
• Spot trends and issues quickly to speed resolution
Why is it important?
• Data drives decisions that help with preventing future incidents
• Reporting can be difficult to set up and time-consuming to run
• Timeliness of reporting is critical to resolving issues

Configurability
What is it?
• Ability to change the system- forms, fields, workflows, access, reports-
in the future as your needs change
Why is it important?
• Internal or external changes can cause your system to be out of date
• Need to be able to adapt to these changes quickly, easily, at low cost
• Your system needs to be able to scale with you

Bonus! Support
What is it?
• A partner with external expertise and support to assist with
design, setup, maintenance, support and improvements
Why is it important?
• Investigations can be complex - need effective support to do it right
• Risk landscapes shift rapidly
• These systems need to be up and running 24/7- no downtime

MAKING THE
BUSINESS CASE FOR
INVESTIGATIVE
CASE MANAGEMENT
SOFTWARE

How to make the business case
1. Increased efficiency
Save significant
investigator time, and
provide faster case
resolution
2. Reduced risk
Reduce the chances
that errors will be
made, and help
demonstrate due
diligence to
mitigate legal costs
3. Better insights for
better decisions
Make data-driven
decisions to prevent
future incidents

Next steps…
10 Ways Case Management
Software Prevents Misconduct
LA Metro Case Study
Case Management Software
Buyer's Guide
Here are some resources to help as you continue to explore adding case management software
to your tech stack:

Talk to an Expert
• 30-minute expert conversation
• Project scoping

Q&A

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