Case Management Reference Architecture for technology selection

1. By Syed Suhail Ahmad ssahmad@enterprisesteward.com Enterprise Steward LLC http://www.enterprisesteward.com Case Management Reference Architecture

2. Definition-Case Management “Case Management is the management of long-lived collaborative processes that coordinate knowledge, content, correspondence and resources to progress a case to achieve a particular goal; where the path of execution cannot be predetermined in advance of execution; where human judgment is required to determine how the end goal can be achieved; and where the state of a case can be altered by external out-of-band events.”- Source: Case Management: Combining Knowledge With Process http://www.bptrends.com/publicationfiles/07-09-WP-CaseMgt-CombiningKnowledgeProcess-White.doc-final.pdf “A Highly structured, but also collaborative, dynamic, and information intensive process that is driven by outside events and requires incremental and progressive response from the business domain handling the case.” – Source: Forrester

3. Case Management Holistic Picture Collaboration

4. Case Management Examples Government: Social Welfare Benefits Applications, Licensing and Permits Management, Unemployment Insurance, Freedom of Information Enquiries, Regulatory Monitoring, Industrial Health and Safety Enforcement, Tax Processing etc Law enforcement: Firearms Licensing, Investigations, Forensics Management Healthcare: Patient Care Management, Patient Medical Record Management , Member Enrollment Financial Services: Corporate Customer On-Boarding, Regulatory Compliance Management, Trade Settlement Exception Management, Mortgage Loan Origination, Wealth Management Insurance: Claims Management, Underwriting, Policy Management Telecommunications: Customer Provisioning, Fault Reporting & Resolution, Billing Issue Resolution

5. Reference Architecture Reference Architecture provides a framework for architectural decision to reduce the technical risk for individual projects and to assemble solution that comply with the future state architecture. Reference Architecture can be used to understand the rationale for selecting a technology or software product(s). Reference Architecture for a specific domain (e.g. case management, enterprise content management etc) is organized in terms of sub-domains. Each sub-domains are further broken down into capabilities.

6. Case Management Reference ArchitectureFive Domains Collaboration and Social Deliver Manage Create Support

7. Case Management Reference Architecture Domain Specific Capabilities Collaboration and Social Collaboration & Community Engagement Service & Program Policy Setting & Governance Decision Management Deliver Manage Create Outcome Evaluation Modeling Information Management Business Rule Management Content Delivery Process & Activity Management Content Creation Content Management Search Case Analytics & Reporting Case Initiation Case Closure Support Security Application Integration System Administration Operation (SLA etc) Archive & Retention Risk & Compliance Storage

8. “Create” Domain Capabilities Create Modeling Organizational Modeling Process & workflow Modeling Email/Letter Modeling Goals/KPIs Roles & Groups Business Entities & Relationships Forms & Presentation (UI) Case States & Follow-ups Content Creation Import and Capture Annotation & Authoring Imaging Taxonomy & Tagging Translation Case Initiation Generate Case Activities Establish Case Sate Establish Goals & Initial Plan

9. “Manage” Domain Capabilities Manage Information Management Master Data Management Meta Data Management Data Transformation & Mapping Versioning Data Sharing Case Context Management History Management Business Rules Management Condition Activity Validation Dependencies Case State Transition Goals Management Process & Activity Management Process Instance Monitoring Routing & Synchronization Workflow & Notification Versioning Work-List Task Management Follow-ups & Activity List Management Case State Management Case Load Management Event Management Case Milestones Management Case Folders/File Parts Management Case Hierarchy Management Emergent Process (& Structure) Management & Planning Participants Management Scheduling Process Account Management Search Case Search Content & Document Search Case Pattern Search Sorting Content Management Versioning Check in/Check out Release/ Publishing Content Protection Indexing Assembly Monitoring and Audit Retrieval Electronic Signature Content Life Cycle Management Electronic Forms Management

10. “Collaboration & Social” Domain Capabilities Collaboration and Social Collaboration & Community Engagement Service & Program Policy Setting & Governance Asynchronous Email wiki Blogs Threaded Discussion Shared Calendar Presence Social Networking Custom Lists Inbox Electronic Workspace Management Decision Management Decision-History Action-Tracking Synchronous Meetings & Action Items Management Webcast Instant Message Video Conferencing

11. “Deliver” Domain Capabilities Deliver Outcome Evaluation Performance Measurement Content Delivery Interactive Syndication Interchange Fixed Physical Fixed Electronic Case Analytics & Reporting Case Closure Notification Follow-up Recommendation Archiving & Closure

12. “Support” Domain Capabilities Support Security User Profiling Authentication Authorization Access Control, Encryption Accountability Audit Digital Signatures Directory Assignments Application Integration System Administration Operation (SLA etc) Archive & Retention Risk & Compliance Storage

13. Question? ssahmad@enterprisesteward.com