OCIONEWSLETTER Issue 13 • OCT 2013
SPOTLIGHT
Paperless Workspace Project (PLWS), an Integrated Case Management Platform Pion Cheng Case Management Automation Business processes in the future will tackle smart jobs: encompassing more skilled workers who much accomplish a greater variety of tasks with relatively fewer resources. Instead of work being parceled out to a sequential progression of service workers on an imaginary assembly line, workers in smart jobs will manage a “case� from start to finish. This is in sharp contrast to an old and outdated mass-production approach. People are always going to be involved in case-based processes because they have the expertise needed to make decisions. They do not need to be involved in gathering, routing, and communicating all of the information necessary to make that decision. When a computer system handles such tasks, there is less chance that they, and the workflows associated with them, are ignored or forgotten. In many situations, automation of tasks within a case-based process allows the system to become the case manager and improves adherence to policies and procedures by relieving each stakeholder from needing to understand the entire workflow. Case management is an example of a dynamic business application that embodies the business process, is built for continuous change, and is designed for people. Earlier process applications that are built on custom code with long deployment and maintenance times are not adapted well to the variable conditions required in case management. Case management is not just limited to legal, social work and government cases. A case starts with content such as an image, email, e-form, and it alters the presentation and rules