The One Sign That Indicates You Need a New Case Management System
We asked clients how they knew they needed a new case management system. The common answer, regardless of the functional area, was the existing system doesn’t meet our needs.
When we asked clients for more specificity, they shared that they experience shortcomings in one or more of the following case management areas: usability, reporting, and capability.
Usability: Too Cumbersome
The most common complaint from users was that their system is not easy to use. They said their existing system is challenging to learn and navigate, requires jumping between screens to enter or view crucial information, or they are left feeling they are fighting the system instead of having it help them perform their work.
Reporting: Missing Data and Unhelpful Output
Many clients tell us they are moving to a new solution because their existing system does not meet their reporting requirements. When we push for details, the answer falls into one or both of the following: the system does not capture the data required for reporting and/or it is hard (or impossible) to get reports out of the system that can provide the insight needed to improve outcomes.
We often hear that clients have to track some data elements in a separate system – or even manually – because there is no way to track those elements in their existing case management system. A few clients indicated they can track certain data elements in their existing system, but in fields with names not representative of the data contained because those existing fields are not being used and enhancing the system to capture the information properly is just not possible or not likely to happen in the near term.
For data access, clients frequently note their system has reporting features, but the reports don’t present the information needed or don’t present it in a meaningful way. Many clients state they run a report as a means to get a “data dump” and then import it into Excel to enrich it before sharing the report or analyzing what the data is telling them. The work in Excel spans from adding in data captured elsewhere to adding in charts and graphs to a complete overhaul of the way the information is presented. Other clients tell us they need to contact their IT organization to run reports or extract specific information.
Capability: Lacking Crucial Features
Many of our clients move to a new system to access features lacking in their existing system. The features we often hear users want, but are missing from their existing system are workflow, greater automated processing, mobile, and self-service.
For workflow, clients complain they manually use email to manage their work, not their system. Clients want a solution that routes tasks based on thresholds and criteria they can define. They want a system that automatically – often through email – sends notifications to those assigned to a task. Clients just don’t want to be the ones having to do the tracking or sending the emails.
Through greater automated processing, clients want to reduce manually intensive tasks. They note that their existing systems perform automated processing, but it is limited to select functions or programs. Clients then find themselves performing calculations, eligibility determination, or work steps outside the system that can and should be automated in the system to increase efficiency, provide consistency and accuracy, and enable easier auditability. Often the gaps stem from new programs, changed policies, or edge cases not originally catered to when the existing system was implemented.
For mobile, clients want to capture data at the source and have it directly reflected in their case management system. They want to perform intake, assessments, and case updates via laptops, tablets, and phones – whether in the office or in the field. And they want it all to work even when out of cell or Wifi range. They want the same mobile features available in consumer applications, including mobile search and data access, camera and video usage, annotation of pictures, and GPS-based directions and emergency tracking.
With self-service, clients want the individuals and families they serve to be able to serve themselves through anytime and anywhere information access. And they want that access to fully support mobile devices. They also want to be able to send alerts and notifications via text and email and have it all tracked in the system.
Fully Meeting Needs
If your system is not meeting your needs in any of the ways described above, it may be time to take a look at what is available in the case management market. Being aware of what is available can enlighten you about the way your organization performs work and executes processes. All of our clients have told us they just wished they migrated to a new, modern case management system sooner.
RedMane provides software solutions and systems integration services that address complex, real-world challenges in human services, health care, and the commercial sector. And we have significant experience with case management systems. We are a problem-solving company. Technology is just one of our tools.
mCase is one example of our innovation. mCase is our flexible and powerful platform that easily supports any case management program, including those involving intake, assessment, eligibility, service planning, financial processing, and/or ongoing service delivery. It works in the office and in the field, even without internet or cellular connectivity. And with its embedded analytics, you have insight to improve outcomes. To learn more about mCase, click here.