From Backlog to Breakthrough: Automating Case Management for the Public Sector

Cases are the operational backbone of public sector organizations.

Whether it’s the more structured process of permitting and licensing or the more ad hoc processes of warrants and audits, each comes under the case management umbrella.

Due to the broad scope of case management, cases can be initiated through a few different channels, including completing a form, generating a document, or providing customer service. Regardless of how the case is initiated, each process includes three elements: (1) unstructured and structured data; (2) agreements in the form of documents, forms, contracts, and authorizations; and (3) workflows for downstream processes and managing independent steps. Each component is the glue that holds together all agency case management responsibilities. 

However, the critical data within case management agreements are trapped in inefficient workflows. As a result, numerous employees and departments are impacted by a broken process, and more work is ultimately created for everyone. 

Docusign recently hosted a webinar titled “From Backlog to Breakthrough: Automating Public Sector Case Management Processes.” The webinar provided insights into unlocking case data to drive decision-making and automating downstream processes to eliminate case backlog.

Here are the key highlights from the webinar:

Intelligent Agreement Management (IAM) for case management

Docusign helps government leaders across the U.S. build systems that empower caseworkers, freeing them from inefficient processes and paperwork and allowing them to focus on those they serve.

The core capabilities of Docusign IAM—such as Docusign eSignature, Web Forms, Document Generation and CLM—help organizations manage cases by automating manual steps and embedding digital agreement experiences into existing case management workflows.

As a result, organizations can:

• Eliminate unnecessary, manual steps, improving staff productivity and delivering services faster.

• Reduce the number of rounds required to collect information and increase the reliability and accuracy of case data.

• Automate the downstream processes and interdependent steps, reducing the number of cases that pile up during a specific step in the process.

Now, caseworkers can focus on what’s most important: delivering services to constituents whenever and wherever it’s convenient.

Docusign IAM in action

The webinar features several demos and use cases for streamlining case management processes for the public sector.  

Building permit application

Permit delays add an average of six-and-a-half months to the time it takes to build a new home. Every extra day an applicant waits for their permit approval can lead to increased costs in materials and labor, so it’s critical to find a way to streamline the submission and processing of a permit application. 

With Docusign IAM, a city can host a building permit application online and provide a seamless process for the applicant to access and populate the form and submit the necessary payment. This dynamic experience is easier for the applicant, as they no longer have to print, populate by hand, scan, and email the application to the city. It also drives efficiency for the government organization, as field validation reduces the number of incomplete or incorrect forms. 

Public inspection notices

When it comes to public inspection notices, it’s important to alert consumers and constituents if there’s a risk to public health. With Docusign IAM, departments can simplify document creation without compromising standardization. 

Upon completing the inspection, the inspector can use a standard template, input the inspection information through a dynamic form, leverage a clause library to add the necessary legal language, and route it for approval and signature. Upon sign-off, the notice is stored back in Docusign CLM for tracking and reporting. This streamlined process ensures departments are sharing accurate information with the public promptly.  

SNAP employability

The Supplemental Nutrition Assistance Program (SNAP) provides employment and training services to recipients, helping to develop skills and drive autonomy. Docusign helps constituents access Temporary Assistance for Needy Families (TANF) payments. This use case is often integrated with Salesforce. 

In this example, a constituent calls the state organization to request employment and training services. While on the call, the agency representative can capture the necessary information from the constituent and fill out the SNAP employability plan. After the plan is filled out, the constituent receives a copy to sign via email or SMS. Before signing, they must verify their identity to ensure the services go to the correct individual. After signature, the executed plan is stored in Docusign CLM. 

System access request

The final demonstration focuses on integrating data, agreements, and workflows to transform a system access request process. The webinar shows how Docusign modernized the DD-2875, the Department of Defense’s system access request form, from a static PDF to a dynamic form experience that integrates with ServiceNow. 

Driving cases forward

There’s a balancing act for effectively bringing cases to life. The one constant throughout all public sector case management is agreements. Thanks to Docusign IAM, it’s possible to address difficult challenges and drive cases forward in ways that best meet constituent needs. 

Learn how to build an efficient and paperless case management strategy for the public sector. In addition, watch “From Backlog to Breakthrough: Automating Public Sector Case Management Processes” to learn how to streamline your agency’s case management processes.