Case as a Service

 

There is no doubt that the market is seeing great demand from customers to change the way they procure their IT, not least in the move to the ‘as a Service’ model.

There are many different terms applied to the aaS model including Platform, Software and Infrastructure. The next progression will be the creation of more specific solutions which customers can consume in a service based model.

A strong example of this progression is the growth of Case (Management) as a Service. Case Management refers to a pattern of working for knowledge centric processes where skilled workers assess large amounts of related information typically a mixture of content (e.g. Documents, Images, records), and data which is used to make a series of discretionary decisions about next steps and associated outcomes.

This type of solution is extremely common in the Public Sector where large amounts of information is exchanged between various parties and where individual organisations need to make informed decisions about situations which will in turn involve further processing and information exchanges. When you add to this the current spending pressures being applied to Government organisations and a strong desire to move away from large capital expenditure programmes a solution which enables customers to consume Case Management services on a pay as you go model is extremely attractive.

However we should not just consider Public Sector in this model, there are plenty of examples in other Industries where a Case Management solution which can be consumed on a utility basis would be of interest. EUC (Energy, Utilities and Chemicals), Financial Services and Healthcare all have examples where the model below could be an advantage.

The following diagram displays how a Case as a Service model could look conceptually:

Conceptual Model

Working from the bottom up there are a number of layers which would be required:

  • Infrastructure and Hosting Services: These will provide the core infrastructure on which the solution will run and is aligned to the IaaS layer on Figure 1.
  • Case Management Platform: These provide the core Case Management capabilities including Process Management (which needs to be flexible), the ability to define the Case constructs, the ability to capture information into the core solution from multiple different channels and the ability to manage the information in a compliant manner.
  • Case Accelerators: To make CaaS a success the solution will provide a core Case platform will need to be extended through Case Accelerators which will provide components which make the deployment of Case solutions easier and faster. The Accelerators will need to be built on flexible foundations which enable the components to be configured to the specific business rules of a Case Solution.
  • Case Solutions: These are the final solutions which will be delivered to end customers which will enable them to operate their Case style business functions, examples of which include Investigative Case Management, Grants Management or Incident Management. There are many different examples across many different sectors.

At the core of any Case as a Service platform will be the need to provide utility based pricing. There are a number of levers which can influence the cost of a Case solution including the complexity of the Case process, the number of Users, the number of Cases and the amount of data captured for each Case. Any solution will need to flex commercially to cater for the various needs from service consumers.

Enabling customers to procure Case style services in this way will provide a number of different benefits, both to our customers and to ourselves. We will be able to rapidly deploy solutions based on a proven framework and therefore provide our customers with a flexible and agile solution which can truly scale to their business demands.

 

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