A Council has enquired on the types of case management systems other Local Government agencies use to manage complaints (internal and external), insurance claims and legal cases?
Do Councils have one that can do all or separate systems and what are the pros and cons of what is used.
Issues concerning privacy and managing sensitive matters on a common organisational wide platform has caused some issues. Noting that usually the Governance/Corporate and HR areas each are involved investigations etc and are managed separately. Other considerations for effective data capture are the reporting requirements to the CCC and Ombudsman
We would love to hear from you on your experiences and/or respond to these questions:
- What applications are used to holistically manage legal cases, complaints and insurance claims including generation of relevant templates, workflows to functional areas/decision makers, reminders e.g. if waiting for a response from someone and it’s not received, classification of files e.g. PIDs, vulnerable persons for retention periods.
- What issues, if any, were encountered in implementing the system e.g. integration issues
- What costs were associated with the adoption of the software solution
- What is the level of satisfaction with the application.
- Was the solution considered as part of larger Risk management approach or specific to complaints/insurance/legal matters?
