Every government sector, including police departments, social services, and others, depends on proper case management tools. Dealing with large volumes of information and performing important activities such as investigations, resource distribution, and decision-making require reliable and secure systems. According to Gartner’s 2023 Market Guide for Government Low-Code Application Platforms, by 2025, approximately 75%[i] of government IT leaders are expected to adopt low-code development tools to modernize their case management processes and enhance operational efficiency.
In a business where accuracy and time are of the essence, having the correct legal case management system is vital to the efficient running of the business while adhering to federal guidelines. This article focuses on discussing the most outstanding case management solutions that are effective, especially in public sector case apps and investigations.
Best Case Management Software
Here’s a look at the top options for federal case management solutions:
- DX360°® Investigative Case Manager
- CaseWare
- Microsoft Dynamics 365
- Zoho CRM
- SalesForce
- Kissflow
- IBM Case Manager
- NetSuite
- Pega
- ServiceNow
1. DX360°® Investigative Case Manager
DX360°® Investigative Case Manager (ICM) is purpose-built for federal agencies and its modular product line includes Benefits Case Manager, and FOIA Case Manager. In addition to its right-fit model, an Enterprise Edition is also available. Unlike most of the other software, DX360°® ICM is designed to public sector specifications to solve its unique challenges and constraints. With almost 400 preset automation templates common to government workflows, on-demand changes are easy. Low code no code platforms enable responsive customization without extensive coding and DX360°® ICM’s meta-model-driven build bypasses extensive development or approval cycles without giving the IT department a fire-drill or heartburn. Flexible security and access management support role-based access control (RBAC), need-to-know requests, redactions, and controlled artifact management, making it perfect for handling sensitive cases like criminal investigations, multi-agency prosecution, internal investigations, legal proceedings, and Equal Employment Opportunity (EEO) programs.
2. CaseWare
Designed specifically for auditors, investigators, and law enforcement, CaseWare International provides powerful legal case management tools that streamline case handling from intake to closure. Its analytical capabilities enable users to track incidents, manage evidence, and generate reports quickly. CaseWare’s solution integrates with public sector case apps, making it a go-to tool for government agencies that need to ensure accountability and accuracy.
CaseWare International has additional features beyond the legal case management, which includes financial reporting, government and internal audit, and taxes. These features make it possible for government agencies to perform precise audits, improve reporting procedures and increase instances of fraud identification. CaseWare combines performance measurement and analytics to enable agencies to report on financials and provide accountability across jurisdictions.
Microsoft Dynamics 365 provides both CRM and ERP solutions, allowing any government agency to handle casework, as well as large scale resource planning within the organization. Another benefit of Microsoft Dynamics 365 for federal agencies is that the application integrates well into the existing federal agency infrastructure because most agencies are already Microsoft environments. Native compatibility means agencies will leverage the Azure cloud platform security, scalability, and future-oriented features such as Co-Pilot based on artificial intelligence.
However, it has some disadvantages as the platform serves two purposes at once. The flexibility provided by the product is a strength but it can be challenging to tailor the solution and achieve the best performance for most government requirements – especially if the government lacks IT support personnel who understand the intricacies of the software. Still, Dynamics 365 continues to be one of the favorite choices for agencies in search of a customizable, secure, and easily scalable case management software solution that can fit into the existing toolkit. NetSuite, a popular case management solution, is widely used across both the public and private sectors. Its cloud-based platform offers real-time visibility into case progress, providing an intuitive collaboration platform and helping agencies make informed decisions in timely manner. NetSuite also stands out for its scalability and integration with low code no code platforms, giving agencies the ability to adapt the software to their unique needs without complex and heavy IT involvement.
4. Zoho CRM
While Zoho CRM is primarily known for customer relationship management (CRM), its case management module has gained traction among government agencies. Zoho’s flexible low code platforms make it easy for users to modify workflows and improve incident handling – a capability sourced from its CRM foundation. Zoho CRM’s integration capabilities provide agencies with the tools they need for better case tracking and resource management and users can buy additional niche functions to scale with business flow needs from Zoho’s suite of 55+ apps, including Zoho Mail, Zoho Forms, Zoho Sign, and Zoho Analytics.
5. ServiceNow
ServiceNow’s case management platform is designed to handle everything from legal case management to IT service management. Despite its Silicon Valley origins, the company leaned into public sector investments early and is used by 100 Federal Government agencies today. It allows agencies to manage incidents and case records through a unified platform – driving standardization that promotes long-term success with its common service data model (CSDM) along the way. Its low code platform capabilities enable customization for government-specific needs, streamlining workflows and improving accountability. With its security features and the software company’s aggressive investment in AI – including being the first software company to offer GenAI to the public sector[ii], – ServiceNow is a top choice for government agencies looking to enhance their case management solutions and position themselves to take full advantage of emerging tech.
6. Kissflow
Kissflow is a business process management (BPM) solution and low code platform that empowers agencies to build custom workflows and manage cases with ease. Its highly adaptable interface allows government entities to track investigations, create incident reports, and maintain accountability throughout the case lifecycle. The flexibility and scalability of Kissflow make it a reliable tool for public sector agencies dealing with complex legal case management needs. The data-driven approach of Kissflow helps agencies identify areas for improvement and optimize their case management processes.
IBM Case Manager is designed to address the intricate casework found in legal, government, and healthcare sectors. With features that integrate document management, process automation, and analytics, IBM’s platform helps government agencies manage their caseloads efficiently. The software is particularly useful for tracking compliance and improving decision-making, making it a top contender for agencies seeking case management software.
FileNet P8 is a powerful platform that supports the processing of both structured and unstructured data. It can be configured to meet FIPS 140-2 compliance requirements, ensuring the security of sensitive government information. The Content Navigator interface enables caseworkers to streamline tasks like mass document redaction and automated form extraction, potentially leading to significant time savings compared to manual methods.
8. NetSuite
NetSuite, a popular case management solution, is widely used across both the public and private sectors. Its cloud-based platform offers real-time visibility into case progress, providing an intuitive collaboration platform and helping agencies make informed decisions in timely manner. NetSuite also stands out for its scalability and integration with low code no code platforms, giving agencies the ability to adapt the software to their unique needs without complex and heavy IT involvement.
Moreover, NetSuite’s strong security measures ensure the protection of sensitive data, making it a trusted choice for government agencies and other organizations handling confidential information. Appian offers a highly secure low code platform for developing public sector applications, making it ideal for government agencies that prioritize flexibility and security. Its highly reputed business process management (BPM) capabilities makes this low code no code platform popular for legal case management, enabling users to quickly adapt to new requirements without large-scale coding efforts. Appian’s built-in automation features help agencies manage investigations and casework more efficiently while reducing the potential for human error. Its most popular public sector case management use cases are licensing and permitting management, grants management, investigations, compliance and enforce, and dispute resolutions.
9. Pega
Pega’s platform is well-known for its titan case management capabilities, particularly in regulated industries like government and healthcare. With a focus on automating complex workflows, Pega helps agencies manage intricate case types, from legal disputes to social services cases. Given the highly visible implementations for Homeland Security, Internal Revenue Service (IRS), and Veterans Affairs (VA), this is likely the most well-known case management brand name in the public sector. Its powerful data analysis and reporting features make it easier for government entities to comply with regulatory requirements and its extensive capabilities have received mixed feedback as it may be overpowered for smaller use cases or adoption needs.
10. Salesforce
Salesforce is another industry-leading giant that has expanded its reach into public sector case apps. Salesforce Government Cloud meets the security and compliance needs of government agencies and has been consistently displacing SAP as the world’s largest provider of enterprise apps. Known for its low code no code platforms and extensive AppExchange (including a library of 145+ solutions built for government), it allows users to shop for a vetted third-party app or design case workflows and automate repetitive tasks, reducing administrative overhead and enhancing the accuracy of legal case management processes.
Which Software is Best to Consider?
Choosing the right case management solution for your government agency requires careful consideration of several key factors. Here are some important aspects to keep in mind when making a decision:
1. Organization Size and Scale
The software should be compatible with the size of the agency you are running. Larger agencies with more varied needs and nuanced differentiations from one case type to another may benefit from solutions that have better infrastructural support and the capability of handling large volumes of data. On the other hand, the smaller agencies may find that the more basic and clear solutions with easy-to-scale architecture are easier to integrate and operate.
2. Complexity of Casework
If your agency deals with complex matters, for example legal matters or sensitive investigations, then you need software that supports complex processes, artifact management, and multi-tier access control and a back-end that affords the right protection for your data. For complex cases, there are more sophisticated case management tools as well as to avoid losing sight of the investigative/ legal procedural steps.
3. Compliance and Security
The government departments need to operate within the context of the current regulation and security requirements. Therefore, when selecting a case management software, make sure it meets federal requirements and has data protection capabilities such as encryption, access control, and audit trails. This is especially important for agencies handling sensitive information in the public sector case applications or legal arena. Whether it’s a breach or appeals and lawsuits based on claims of mishandling, overlooking this critical requirement is costly, risky, and negligent.
4. Customization and Flexibility
Another reason is the flexibility of the workflow and processes to address the needs of your agency. Low code platforms and low code no code platforms are highly customizable, enabling agencies to adjust the program to changing needs without a great deal of coding. Scalability means that the solution can be easily expanded as your agency develops and adapt to new issues as they come.
5. Integration with Existing Systems
Compatibility with other applications that your agency is already employing such as active directory, databases, CRMs, financial systems, or other departments’ systems is absolutely necessary to avoid time wastage and mistakes. A case management solution that integrates with your current environment will help improve the organization’s functionality and make all users’ lives easier as it reduces the manual workarounds and eliminates swivel chair operations.
6. User Experience and Training
This means that the usability of case management software is important particularly for the federal agencies which may not find adequate time and effort to train their staff and workers. Choose a software that has simple and friendly interfaces and that comes with guides and tutorials so that your team can easily transition and start working on the cases. This flexibility is not only important for end-users but ease of configuration and level-of-effort in making responsive changes can become the major determinant in the real-world usability of the software.
7. Cost and Budget Constraints
Budget is always a consideration in the public sector. While some platforms offer premium features with a higher price tag, it’s important to find a solution that balances functionality with affordability. Carefully evaluate pricing models, such as subscription-based fees or one-time purchases, and consider the total cost of ownership to include sustainment costs and implementation services to ensure the software fits your agency’s true needs.
Conclusion
Government agencies face unique challenges in managing complex cases, whether in law enforcement, social services, or legal domains. Investing in the right case management solutions ensures these agencies can efficiently handle their workloads while maintaining accountability and compliance. From DX360°® Investigative Case Manager to ServiceNow, the options outlined here provide government organizations with the tools they need to manage cases effectively. The integration of low code platforms and public sector case apps will continue to drive innovation in government case management, allowing agencies to adapt to changing demands without sacrificing performance.
Know more about DX360°® Investigative Case Manager at demo@netimpactstrategies.com
