Case Management of Government Applications
One of the responsibilities of this oversight department is to ensure that the government accepts and responds to certain applications from individuals or organizations in a timely manner.
Strict guidelines have been established that dictate how the government acknowledges the receipt of an application, how it is forwarded to the appropriate department(s), and how the response is delivered back to the constituents who submitted the application.
The department that oversees this process needed a way to track and manage the entire application submission and response cycle – sending acknowledgement letters, obtaining necessary consent forms, assignment to the appropriate department, verifying that a response was generated and sent, and so on.
ccmMercury Customization
Using ccmMercury, WorkDynamics created an Application Form Database that allowed the staff to create a record for tracking each incoming application. The initial data entry screen allowed them to uniquely identify each application, note the initial receipt date, enter contact information, and create specific deadlines for the key steps in handling the application. These deadlines were then used in regular reports to identify which applications were lagging behind and in danger of missing their deadlines.
Various templates were created for cover letters, information requests, routing slips for each department and other paperwork. The flexibility of ccmMercury’s workflow features made it easy to handle multi-step processing and requests from other departments for extensions of the deadline for the response.
Implementation Benefits
The oversight department realized immediate benefits from its implementation of ccmMercury:
- Less Time Wasted between the receiving of the application and its assignment to another department to generate the response.
- Better Management Control from up-to-date reporting and statistical analyses.
As one manager put it: “In a few days, customizing ccmMercury gave us a case management system completely tailored to our needs. There’s no question that it would have taken ten times longer and ten times more money to build using traditional database tools.”