Case Manager Introduction<>

Setting up a service with Case Manager

What is a Case Manager service?

A Case Manager service provides a way of collecting a request from a student and then processing the response to that request. The response to the request may involve multiple individuals and processes linked together by a workflow.

A Case Manager service usually provides for the resolution of a single, specific type of request (e.g. ‘I want to defer my exams’, ‘I need a replacement ID Card’). Although you can implement open-ended services (e.g. ‘Request Information’, ‘Provide Feedback’) we recommend a more focused approach.

A Case Manager service has the following components:

web forms used to gather details of the student’s request

a repertoire of approved actions which can be deployed when responding to the request

rules mandating how the response actions should be sequenced (a workflow)

a defined group of individuals authorised to respond to the request

template (boilerplate) documents used to standardise communications

Implementing a Case Manager service

When you are implementing a Case Manager service you should follow these steps:

1Describe what the service will do:

awho is it for?

bwhat will be provided by the service?

cwhat information must be collected in order to provide the service?

Why? A well thought-through definition of the service will make it easy to the design the online screens the user of the service (typically a student) will interact with. It will also ensure that sufficient information is gathered from the incoming request in order to process the request effectively.

2Describe how the application will be processed

aWho will check the incoming requests generated by the service?

bHow should the request be processed? Will it go through a well-defined evaluation and response process? Or, is the potential response more open-ended and less predictable?

cHow will the requester (usually a student) be kept informed of the request’s progress?

dWho (on the administrative side) will need to involved in the processing? Who will be allowed to view the request and to respond to it? Are there any special requirements relating to information confidentiality?

eWhat is an appropriate response time for the service? What level of resources will be required in order to meet this?

fWill the processing of a request take different routes depending upon the content of the request?

gWhat are the possible outcomes which may result from the request?

hHow will we know when the request has been processed and can be closed?

iIs there an escalation sequence for an unprocessed request?

jAre there circumstances when the request should trigger new procedures?

Why? We will use this information to construct an appropriate workflow and to create the various email templates which will be used during the process.

Note: for more complex implementation scenarios we suggest that steps 1 and 2 should be supplemented by a series of use-cases which describe interactions between the various actors involved.

3Build the student-facing web pages, using the information gathered in step 1c.

4Create the email templates which will be used to keep the requester informed of progress (see 2c).

5Implement a workflow to handle the incoming requests

aCreate the statuses which will be used to identify how far a the processing of an individual request has advanced

bCreate the actions which will be used to move a request along

cLink the various actions and statuses into logical sequences by defining the workflow transitions

6Make the service live within your test environment and process test submissions based on the information from steps 1 and 2.

7Modify the service as required and retest.

8Copy the services to your production environment and go live.