The document defines case management and provides examples. It then describes a reference architecture for case management with five domains: Collaboration and Social, Deliver, Manage, Create, and Support. Each domain contains specific capabilities for case management. The Manage domain capabilities include information management, business rules management, process and activity management, and content management. The Create domain capabilities include modeling, content creation, and case initiation.

1. By Syed Suhail Ahmadssahmad@enterprisesteward.comEnterprise Steward LLChttp://www.enterprisesteward.comCase 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 PictureCollaboration

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

5. Reference ArchitectureReference 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 SocialDeliverManageCreateSupport

7. Case Management Reference Architecture Domain Specific CapabilitiesCollaboration and SocialCollaboration & Community EngagementService & ProgramPolicy Setting & GovernanceDecision ManagementDeliverManageCreateOutcome EvaluationModelingInformation ManagementBusiness Rule ManagementContent DeliveryProcess & Activity ManagementContent CreationContent ManagementSearchCase Analytics & ReportingCase InitiationCase ClosureSupportSecurityApplication IntegrationSystem AdministrationOperation (SLA etc)Archive & RetentionRisk & ComplianceStorage

8. “Create” Domain CapabilitiesCreateModelingOrganizational ModelingProcess & workflow ModelingEmail/Letter ModelingGoals/KPIs Roles & GroupsBusiness Entities & RelationshipsForms & Presentation (UI)Case States & Follow-upsContent CreationImport and Capture Annotation & AuthoringImagingTaxonomy & Tagging TranslationCase InitiationGenerate Case Activities Establish Case Sate Establish Goals & Initial Plan

9. “Manage” Domain CapabilitiesManageInformation ManagementMaster Data Management Meta Data ManagementData Transformation & MappingVersioning Data Sharing Case Context Management History Management Business Rules ManagementCondition Activity Validation Dependencies Case State Transition Goals ManagementProcess & Activity ManagementProcess Instance Monitoring Routing & Synchronization Workflow & Notification Versioning Work-List Task Management Follow-ups & Activity List Management Case State Management Case Load Management Event ManagementCase Milestones ManagementCase Folders/File Parts ManagementCase Hierarchy Management Emergent Process (& Structure) Management & Planning Participants Management Scheduling Process Account Management SearchCase Search Content & Document SearchCase Pattern Search SortingContent ManagementVersioning Check in/Check outRelease/ Publishing Content Protection Indexing Assembly Monitoring and Audit Retrieval Electronic Signature Content Life Cycle ManagementElectronic Forms Management

10. “Collaboration & Social” Domain CapabilitiesCollaboration and SocialCollaboration & Community EngagementService & ProgramPolicy Setting & GovernanceAsynchronousEmail wiki BlogsThreaded DiscussionShared Calendar Presence Social Networking Custom Lists InboxElectronic Workspace ManagementDecision ManagementDecision-History Action-Tracking SynchronousMeetings & Action Items Management Webcast Instant Message Video Conferencing

11. “Deliver” Domain CapabilitiesDeliverOutcome EvaluationPerformance MeasurementContent DeliveryInteractive Syndication Interchange Fixed Physical Fixed Electronic Case Analytics & ReportingCase ClosureNotification Follow-up Recommendation Archiving & Closure

12. “Support” Domain CapabilitiesSupportSecurityUser Profiling Authentication Authorization Access Control, Encryption Accountability Audit Digital Signatures Directory Assignments Application IntegrationSystem AdministrationOperation (SLA etc)Archive & RetentionRisk & ComplianceStorage

13. Question?ssahmad@enterprisesteward.com