Transforming Investigative Case Management in the Public Sector with Infosys and Salesforce

The public sector has an imperative to deliver effective, timely, and accessible services for social services, licensing, and judicial matters. The case management operation for the public sector calls for a streamlined approach. To that end, public sector agencies must modernize investigative case management.

While legacy systems may have served their purpose this far, the lack of process standardization, high turnaround times, and poor workflow management are evidence enough for government agencies to digitize their investigative case management systems and successfully fulfill the needs of the communities they serve.

Challenges in Investigative Case Management

According to official reports, just 2% of all government forms in the United States are digitized, forcing manual workflows. Moreover, the government workforce spends a stifling 10.5 billion hours each year completing government paperwork. Because of outdated and complicated legacy systems, about $140 billion in potential government benefits go unclaimed each year.

A vast number of public sector agencies today struggle with outdated investigative case management systems that curb their ability to serve their constituents better.

1. Delay Caused by Manual Processes
   Manual workflows, which are still the preferred strategy in many agencies, result in exasperating case backlogs. As a result, public discontent and prolonged case resolutions hurt agencies’ credibility.
2. Difficulty in Tracking and Managing Complex Cases
   Investigative cases generally involve multiple stakeholders and detailed data collection, which makes management and tracking a challenge. Due to inadequate search and tracking capabilities of legacy systems and the need to collate fragmented information from multiple sources, resolving complex cases turns into a time-intensive process.
3. Limited Collaboration Among Departments
   Investigative case management necessitates collaborations across departments and other agencies, which legacy systems do not support. This consequently increases resolution time and negatively impacts the ability of an agency to collect data and make informed decisions.
4. Security and Compliance Concerns with Legacy Systems
   Legacy investigative case management systems present serious security risks and compliance-related difficulties. This not only damages the trustworthiness of the agency but also jeopardizes citizen information.

How do Infosys and Salesforce Modernize Investigative Case Management?
Infosys Public Services and Salesforce offer public sector agencies a transformative and trustworthy approach to investigative case management through a purpose-built and intuitive application that helps public sector investigators manage complex cases in high-volume environments. The platform is tailored to address specific hurdles faced by agencies and offers several definitive advantages over conventional systems.

A Cloud-Native Platform for Case Data, Communications, and Workflows
Agencies can reduce inefficiencies caused by siloed information systems by upgrading to Salesforce’s cloud infrastructure. The platform enables centralized process management and simplifies operational workflows, ensuring smooth case data collation and targeted navigation.

The platform also features a single, unified dashboard view of entities, people, relationships, and documentation. This makes fetching information and collaborations seamless.

Real-Time Case Tracking and Collaboration Tools
Case resolution time can be reduced through real-time collaborations within and across agencies. By leveraging the platform’s guided flows feature, agencies can track documentation and evidence in real time while collaborating with stakeholders across departmental lines.

AI and Analytics for Data-Driven Decision-Making
Harnessing the power of data to make informed decisions backed by advanced analytics tools and AI features is the need of the hour. Agencies can easily create context-specific overviews and comprehensive summaries of cases to aid faster and more informed resolutions.

Customizable and scalable solutions for diverse agency needs
Infosys Public Services and Salesforce’s investigative cases management system offers a scalable, sustainable, and customizable solution to fulfill the unique needs of every agency. Through continual innovation and a regular cadence of three releases every year catering to new public sector needs, the application adapts to changing regulations and the ever-evolving nature of the industry.

Best Practices to Implement Salesforce
To fully appreciate the advantages of upgrading to a modern investigative case management system, agencies should conduct a thorough assessment of existing systems and workflows to identify weaknesses and dependencies. Specific pain points and areas of improvement should be documented to ensure that the new system meets its unique requirements or can be customized to do so.

Furthermore, system compatibility, compliances, data security, and ease of use are key considerations to be made during migration. Training and continual learning are important to empower teams and leverage Salesforce effectively, improve user adoption, and encourage inputs for update improvements and, ultimately, case management outcomes.

Post implementation, agencies should conduct periodic assessments to identify areas that could require further optimization. In addition, feedback loops can aid continual improvements, making sure that the system remains aligned with the agencies’ ever-evolving needs.

Conclusion

Public sector agencies must embrace digital transformations to adequately address the changing needs of the citizens. The modernization of investigative case management systems is both a pressing need and a significant opportunity to provide the public a more trustworthy and effective service.

By adopting cutting-edge and reliable solutions delivered by Infosys Public Services and Salesforce, government agencies will be equipped to overcome challenges presented by legacy systems and manual processes.

Timely and appropriate technological intervention can secure greater efficiency, rebuild public trust and improve transparency.