Case management

[isobelseacombe]

Lots of us are working on products where we keep records of a case or an individual over time and need to retain, view and manage large amounts of information.

Managing a case load

• A list of cases a person is responsible for managing
• Allocating cases to be managed
• Searching for a case
  See case list pattern on MoJ pattern library for inspiration
  https://design-patterns.service.justice.gov.uk/patterns/case-list/

How might we track and display activity throughout the course of managing a case?

Activity

• Progress
• Updates
• Latest information
• Audit trail of how the case has been managed

How might we handle case history that could span a lifetime/long period of time?

Case history

• Scanning a case overview
• Extensive case history view
• Building a picture of a person or a case file
• View decisions made about the case
• Pulling in information for a case file from multiple data sources

How might we create a high performance record view that is calling multiple data services?

Case notes

• Free text vs. guided with hints and checkboxes
• Adding additional context to a submission of information (e.g an expiry date - add extra information alongside)

[MikeDThorpe]

MLA Document Processing

MLA IDP (intelligent document processing) system uses a comparative pattern to the MOJ example above for managing active case loads across a team.

Listing a case load with active statuses

The view in the below images lists the status of all uploaded documents that are in a queue for AWS Textract 'processing'. Once processed case files are 'ready' to upload for review. Status can also be 'locked' to show another case worker is working on it or if a senior account has locked the case for a particular reason.

Handling priority case loads

Once a document has been reviewed and submitted to the case working system it is removed from the queue list. Case workers are then able to continue with the next 'highest priority' case file without returning to the the queue list.

Case workers can also open the highest priority case straight from the homepage.