Intelligent Case Management
Government agencies work with the public and consumers to address grievances, claims, and various activities. Every issue raised on the respective forum must be addressed effectively to ensure a world-class customer experience.
Every limited staff agency has the challenge to address any concern coming from the public. It is very prudent to manage the workload using suitable automation techniques to achieve effective and efficient services.
Analyzing parameters important to the agency is key to understanding the business process and nuisances to address the public’s concerns. We first engage with staff members who are addressing these concerns and map every activity they are carrying out. We created a solution blueprint for the case management lifecycle. The next step is to discover automation possibilities for better productivity so that personnel can work on more core, valuable, and meaningful tasks. We analyze every manual step in the process with concerned staff members and sketch out automation possibilities, keeping team members transparently involved in the process. This helps to create a blueprint of an entire solution including automation strategy. While keeping agencies' existing investments and product portfolios in mind, we also help to choose the right software product.
APV is currently working with a variety of case management solutions like ACMS, Appian, Salesforce, or any custom solutions based on customer’s needs. We are focusing on ACMS case management solution in this article.
ACMS is an open-source case management and Information Technology (IT) modernization platform. The platform helps accelerate case management solutions by supplying extensions such as Enterprise Content Management, Customer Relationship Management, and Business Process Management.
ACMS provides a configurable implementation with core components to modernize an enterprise solution including features such as personalized dashboard, content management, AI/Machine Learning, predictive analytics, reporting, and workflow.
ACMS can also be a practical solution to address:
Privacy data management
Legal case management
Though most of the concepts are self-explanatory, the following are details about important concepts.
Case files includes tasks, documents, and folders and have following attributes:
Start date and end date
An identifying number
Assigned users and groups
A Freedom of Information Act (FOIA) case begins when a citizen asks for information from a government organization and concludes when the request is followed. The workflow includes the retrieval of relevant records, redaction of sensitive information, and creating invoices by analysts and supervisors. The deliverables include the requested documents to be sent to the customer.
Law enforcement agencies use a process that starts with crime reports and ends with either prosecution or determination that the crime cannot be solved. The job duties of detectives, investigators, evidence specialists, etc. are to follow up on leads and request interviews from witnesses. Documentation of their work includes investigation records such as investigation reports and interview transcripts.
Complaints allow clients to work on a problem privately, without having it become an official case. If the client feels their complaint is large, then it will be converted into a full case file. Complaints may also be referred to other organizations if needed or closed with no further action if the issue isn’t serious enough.
Document repositories are plain folders, much like a network shared drive. Unlike complaints and cases, the folders do not include a start date or an end date. Folders, by default, do not need to follow any compliance. Clients can use document repositories to access case history, their own documents, or manual depicting procedures.
The ACMS web application supports JSON APIs and interfaces to enable integration and the user to access features they are looking at. Java is used to achieve this.
The ACMS web app may be used with an external portal. The external portal allows the public to request services or check the status of their service requests; for instance, citizens may use an FOIA portal to submit FOIA requests and check their in-process requests.
The Apache Solr search engine is integrated with ACMS which helps with searching content and documents uploaded by users of the system.
The ACMS web app uses the Content Management Interoperability Services (CMIS) protocol to store, retrieve, and version folders and files.
Records Management, Document Retention, and Compliance
The ACMS web app provides an interface to a records management repository for archive records as a part of regulatory compliance.
ACMS supports relational database management systems such as MySQL, Oracle RDBMS, and PostgreSQL.
The ACMS web app uses Pentaho as a reporting engine.
Artificial Intelligence (AI)
ACMS supports AI and Machine Learning (ML.)
ACMS integrates with a Natural Language Processing (NLP) engine that uses ML to uncover information and insight in unstructured data and text within a document. The integration provides key phrase extraction, sentiment analysis, entity recognition (e.g., named entities), topic modeling (i.e., extracting relevant topics from a collection of documents), and language detection which can ultimately be used within ACMS for the next step in a case workflow such as categorization of cases, finding duplicates cases, etc.
ACMS Textract automatically extracts text (handwritten or typed) from scanned documents to find and extract required data. It uses ML to read and process any type of document, accurately extracting text, handwriting, tables, and other data without any manual effort.
ACMS can transcribe audio and video files into text. ACMS allows a confidence threshold to be set for the recognition results. If the engine does not meet the confidence threshold, it will send it to the exception queue and give the operator(s) the opportunity to review and correct the transcription.
APV helping the Center for Program Integrity (CPI)
Our team collaborated with the Center for Program Integrity (CPI) within the Centers for Medicare & Medicaid Services (CMS) staff to develop the Adverse Legal Actions (ALA) Case Management System (CMS). This is a solution developed using ACMS that serves as a centralized workflow and workforce management system, case tracking and archival system, and data repository system of record. ACMS is housed in the FedRAMP-compliant Amazon Web Services GovCloud.
ACMS uses Robotic Process Automation (RPA) to ingest data from the Advanced Provider Screening (APS) system, Data Exchange (DEX) system, and the Office of Inspector General (OIG). Our RPA bots build each case using adaptive logic based on variables like case, workload, and sanction types. RPA logic sets case priorities, monitors progress, and adjusts as a case moves through its various stages. Added bots handle workload assignment based on case type, skillset, and existing workload. RPA bots also build on-demand reports available to the staff and CMS.
Analysts use ACMS to conduct case reviews, follow process documentation, create templates, and attach files all while following built-in workflow. CMS has ACMS access to review, comment, and approve cases assigned to the CMS queue, allowing our client real-time access to monitor and track each case review through its entire life cycle.
APV has implemented ML models that extract data using NLP and identify cases that are duplicates.