A Blueprint for Building an Efficient and Paperless Case Management Strategy

Today’s governments are responsible for providing several essential services to the public, including health, financial, and family support. For most people, completing the multiple application forms and navigating the complex benefits process is difficult, if not impossible, without the aid of a case manager.

However, many case management offices are understaffed, use outdated technology, and have lengthy workflows that hinder their ability to improve mission outcomes and provide timely and critical services. Therefore, case workers desperately need solutions that enhance and streamline their work environment.

The following is a blueprint government leaders can use to build an efficient and paperless case management strategy that addresses common challenges, eases work fatigue, and allows caseworkers to focus on their constituents, clients, and the services they provide.

Digitize cumbersome and lengthy manual, paper-based processes  

Caseworkers and staff routinely sift through hundreds of pages in a file to familiarize themselves with the complete history of a case before making critical decisions and providing care or services. They typically spend 60 to 70% of their time on case-related activities, including administrative tasks such as paperwork, leaving little time to spend with families and community resources.

In scenarios where cases are growing rapidly, like business applications, the massive influx can challenge clerks and result in lengthy processing times, complex requirements, and outdated procedures. These challenges frustrate applicants and can deter them from moving forward.

Transitioning to digital forms and electronic signatures makes it easier for caseworkers to:

• Collect accurate and complete case data, which often results in fewer errors and rework

• Manage the countless number of documents constituents and clients submit online, whether they’re remote or in the office

• Collaborate with other agencies and providers on case plans and service requests

Expand the availability of mobile-friendly tools  

The experience of constituents involved in government programs depends on how the agency and caseworker interact with them. Keeping the public engaged throughout the planning and decision-making process ensures the right services are provided. This can be difficult when individuals work multiple jobs or care for children, as they might need more time to travel to an office just to complete paperwork.

Nonprofits may have challenges engaging with the public due to limited staff or legacy technology. This can lead to delays in accessing services, duplicate efforts, and overall inefficiencies in resource allocation.

There are a few options to support constituents and clients at any time from virtually anywhere, including:

• Online application forms that allow users to securely complete and sign an application without the need for a printer or physically coming into an office

• Mobile accessibility makes it easier for anyone without a desktop computer to find, sign, and submit information from their mobile device 

• Caseworkers can easily populate the forms in a mobile environment, which leads to an uninterrupted workflow and faster turnaround times

Easily integrate with your existing case management software systems

Many organizations have implemented a case management system as the first step in modernizing their case management processes. Despite this investment, caseworkers still collect information manually, often on paper. When they work outside the system of record (Salesforce, Appian, ServiceNow, and Pega), they’re unable to see the full history of the case and deal with digital blindspots.

Seamlessly integrating steps throughout the case management process:

• Reduces the number of digital blindspots for caseworkers

• Helps automate downstream workflows from case intake to resolution

• Increases visibility across key stages, decision points, and responsibilities

• Ensures data remains accurate and consistent

Centralize the management of digital case files

Cases are highly dependent on accurate unstructured data. If the information is missing or contains errors, it can extend the intake process and delay client service delivery. In addition, organizations need to meet compliance regulations and reporting and auditing rules to adequately prioritize and protect the safety of adults, children, and families.

Digitizing the compliance and reporting process helps agencies meet their compliance obligations and mitigate risk while making it easier to access case files for planning, auditing, and compliance reporting.

Centralizing electronically signed documents benefits agencies in many ways, including:

• Creating a single source of truth for standardized forms to ensure the wrong documents are not used

• Providing a court-admissible document repository and audit trail that can be quickly and easily reviewed

• Making it easier to monitor and ensure the correct documents have been completed and submitted according to local, state, and federal policies and procedures

How Docusign can help improve case management efficiencies

In today's digital transformation age, Docusign supports government leaders across the U.S. who are building systems that empower caseworkers and allow them to focus on those they serve rather than remaining bogged down with paper. Enabling electronic signatures is a good start, but the entire case management process, from form creation to review and approval, should be modernized.

Intelligent Agreement Management (IAM) is AI-powered cloud software that helps streamline and automate agreement processes. Docusign IAM enables organizations to manage cases efficiently. Whether your agency needs to collect constituent information or share data with a system of record, Docusign IAM empowers leaders and process owners to eliminate digital blind spots, unlock case data to drive decision-making and automate downstream processes to reduce case backlog.

Contact us to learn how Docusign can help you streamline and manage your case management processes while creating a better experience for clients and constituents.