Since being established in 1998, iCasework has been an agent for the transformation of case management as an organisational process and practice. Across our team, iCasework is the fusion of a highly developed understanding of technology together with proficiency in meeting the challenges of managing casework. Technology consists of two elements; firstly, the cloud and secondly, software development. Our experience of problem solving in casework management is the result of managing projects and designing systems for public bodies and large organisations where security and compliance are often overriding considerations. Case management is a process and at the same time it is also the practice of customer service delivery. As a process it needs to be simple, repeatable and consistent. As a practice it needs to demonstrate high standards of customer care and the ability to listen and fairly address each case. The UX design of the software is intuitive and simple so that even occasional users are able to initiate the creation of a new case, with consistent data collection assured every time. The solution systemises case management so that from data collection via any channel that a case is raised, through to resolution, each incident is properly managed every time, and in line with the client’s internal policy and to the satisfaction of external regulators. With in excess of 25 years’ experience in the field, the founders of the company continue to steer the business so it remains true to itself. Put in its most simple form, this is to help our clients to do a better job of case management and to leverage it as a strategic practice. The process of performing case management is simplified and made more efficient. Data analysis yields intelligence to assist management decision making and drives Quality Management and Continual Improvement.
Centralised case management across your geographic locations and channels lets case management teams work together to meet your organisation’s goals, eliminating inefficiency and maximising effectiveness. Case management processes may be shaped by internal and external requirements. Whatever procedures you need to follow in managing your caseload, iCasework lets your teams collaborate within a framework customised for your business. Case handlers simply follow the logical layout of the system which makes case management a series of step-by-step procedures.
The solution provides workflows to manage individual rights including: The right of access The right to rectification The right to erasure The right to restrict processing The right to data portability The right to object By automating the process steps from capture through investigation to reporting, iCasework will enable you to handle requests efficiently and effectively, comply with regulations and improve trust in your organisation. Our service is designed for ease of use - we believe that you should be able to focus training on your process rather than our software. All input screens are wizard driven and context sensitive. Role based permissions ensure users only see the areas of the system, or indeed the aspects of a case, that they specifically need. And the intelligent, event driven user interface, guides caseworkers through the process, step by step, ensuring staff always know what to do next.