The key word here is required. Until recently, coordinating both large and small tasks called for government employees to input data into and hunt for information in complicated spreadsheets. They would communicate with each other via email and phone calls, making it difficult to share data with other parties. All of these practices are error-prone, inefficient and hamper collaboration. But these methods are no longer required to be the only ways governments handle casework.
Antiquated case management processes can be vastly improved and, in some cases, completely replaced with low-code technology. Low-code allows agencies to rapidly implement and expedite case workflows. It minimizes the need for lengthy and unreliable casework processes. Low-code can also circumvent other challenges holding government agencies back, including legacy technologies and siloed data centers.
LEGACY SYSTEMS AND DATA SILOS STAND IN THE WAY
Despite state and local agencies’ concerted efforts to modernize IT systems, legacy infrastructure remains a fact of life for many organizations. Technologies like AI can help significantly improve the case management process, but integrating those technologies with these systems can be challenging. Older systems also tend to be inflexible, making them tough to customize and adjust to ever-changing workflows, and they’re often not intuitive to use.
Data silos are another problem. They inhibit information sharing throughout agencies and limit the ability to make quick and accurate data-driven decisions. This is especially problematic when agencies must work closely together, such as when state, local, and federal organizations collaborate on a response to a natural disaster. Plus, data silos aren’t conducive to AI, which requires integrated data to be effective.
LOW-CODE TECHNOLOGY CLEARS THE HURDLES
Since low-code is open source, it’s platform independent and easily integrated into any government IT infrastructure. It easily works with any software or hardware system, and the case management workflows created in a low-code environment are not reliant on legacy technologies. Instead of attempting to manage a difficult-to-use interface, users can simply point, click and move items around an intuitive platform.
Low-code is highly flexible, too. Technologies like AI, robotic process automation and other modern solutions that might not integrate well with older technologies can easily be plugged into a low-code case management system. Agencies can supercharge and modernize their casework practices with intelligence and offload time-consuming and repetitive tasks so personnel can focus on providing value-added services.
Low-code platforms supported by an underlying data fabric also eliminate the need for data silos. All information is unified, collected, stored and accessed through the fabric. The information is connected, allowing complete and accurate insights into every case. In-house personnel have access to the same data as their colleagues, and collaborating agencies have a complete data set upon which to manage cases more accurately and effectively.
LOW-CODE CASE MANAGEMENT IN ACTION
For an example of where low-code has made an appreciable impact on case management, consider a state housing authority program that was an initiative to make homeownership accessible for lower- and middle-income first-time homebuyers.
The program was initially having trouble allocating hundreds of millions of dollars to deserving families. The distribution of funds was slowed by document reviews and a lack of streamlined case management.
The agency implemented a low-code case management solution to automate eligibility verification, alleviating the need for agency personnel to review every application. Now, the state expects to allocate the full budgeted amount and distribute more than $250 million to nearly 2,000 first-time homebuyers.
IMPLEMENTING A LOW-CODE CASE MANAGEMENT PROCESS
Moving toward a low-code case management process involves many of the same steps that organizations should take when implementing any new workflow system. First, it’s critical to assess the needs of case workers and gather their input into the types of applications that will be most useful for them. Then, agencies should inventory their existing systems and workflows to determine what’s working, what isn’t and what can be improved.
Most likely, these findings will point the way toward low-code technology that allows workflows to be created quickly, adjusted on the fly and can easily integrate with existing systems. Once an agency chooses their low-code platform, they should pilot and test it to ensure it meets users’ needs. They can also make adjustments as necessary and then continue to monitor and optimize case management processes over time.
Once the system is in place, agencies will likely see a dramatic increase in productivity. There’ll be fewer spreadsheets to manage, fewer phone calls to make, and minimal trouble caused by legacy systems and data silos. Instead, agencies will enjoy better collaboration and time savings, and cases will be managed more quickly and accurately, benefitting both agency personnel and citizens alike.
Stephanie Weber is the industry leader for state and local government at Appian, where she leverages her background in both delivery and business development to create meaningful change in government technology. Her career spans significant tenures at leading consulting organizations such as McKinsey & Company, Deloitte, NTT Data and BearingPoint, as well as technology firms including Microsoft, Amazon Web Services and Salesforce. Stephanie recently held the role of client director for state and local government within the Digital and Analytics practice at McKinsey, where she focused on driving the adoption of innovative digital solutions and analytics to transform public-sector operations.
