Workflow and Case Management
Coordinated work, clear ownership and a record of what happened.
Coordinate the work behind a register: queues, tasks, assignments, referrals, requests for information, service standards and case history. Workflows are configured to match the service rather than written into code.
Cases can group applications, updates, enquiries and follow-up actions, so staff and service owners can see the whole picture for an organisation, person or asset.
The challenge
What this addresses
Without shared queues and case history, work is tracked in inboxes and spreadsheets, and agencies cannot show consistently how a matter was handled.
Outcome
Work that is visible, evenly distributed and straightforward to account for.
Core capabilities
What Workflow and Case Management provides
- Configurable application, review and approval workflows
- Queues, assignment and prioritisation
- Tasks, referrals and requests for information
- Service standards and due-date tracking
- Case notes, correspondence and documents
- Outcomes, conditions and follow-up actions
- Handover, escalation and reassignment
- Complete case and change history
Users and roles
Who works with it
Service owners
Manage the purpose, performance and evolution of the register.
Programme and policy teams
Ensure services reflect approved requirements and public outcomes.
Operational teams
Review submissions, maintain records and manage day-to-day service activity.
Platform administrators
Configure forms, record types, workflows, permissions and reports.
Technology teams
Manage integrations, environments, security controls and platform operations.
Public and registered users
Search information, submit applications and maintain authorised records through accessible digital services.
End-to-end
From discovery to operation
- 1
Discover
Understand the register's purpose, users, information, services and operating environment.
- 2
Model
Define records, relationships, terminology and information requirements.
- 3
Configure
Create forms, workflows, permissions, notifications and reports.
- 4
Connect
Integrate identity, payments, documents, data sources and government services where required.
- 5
Operate
Launch, support, monitor and improve the register through controlled releases.
Access and audit
Security and accountability across the service
- Appropriate access for visitors, registered users, team members and administrators
- Controlled permissions for records, actions and administration
- Traceable changes to records and configuration
- Audit history supporting review and accountability
- Privacy-aware search and information disclosure
- Integration with selected identity and security services
Integration
Designed to work with existing systems
- Documented APIs for secure information exchange
- Integration with identity, payment, document and notification services
- Support for controlled data imports and exports
- Event-based and scheduled integration options
- Validation, monitoring and error handling
- Architecture aligned with organisational requirements
Reporting and oversight
Understand service activity and register information
- Operational dashboards
- Configurable reports
- Data visualisation
- Geographic views where relevant
- Data export and integration
- Advanced analytics where appropriate
Related
Works closely with
Licensing and Accreditation
Configurable application, review and approval workflows for licences and accreditations.
Permits and Approvals
Permit and approval services with guided applications, workflows, conditions and notifications.
Reporting and Insights
Operational dashboards, configurable reports, visualisation and data export for register services.
See how RegiGov can support your register.
Explore a configured capability briefing and discuss how the platform can be adapted to your service.