Case Management that works

Filling the Project Director role, INTP was responsible for managing the implementation of an appeals management system. Working with the business areas, IT and the system integrator, we were responsible for ensuring appropriate project management practices were developed and followed by the project. This included the development of a strategic plan, a business case, business requirements, an RFP for system development, testing strategy, and implementation strategy. The Microsoft CRM system went live November 2012.

The Business Challenge

The client required a complete revamp of their case management system. It was old, had become difficult to maintain and did not meet the current and future business directions. They needed a new technology to support their future business vision.

Navigating a Solution

INTP worked with the business leaders to create a strategic plan that firmly identified their business vision and requirements. By assessing their current state and defining their future requirements the desired outcomes were described, illustrated and formulated. A business case then quantified the investment, benefits and impacts so that the entire course could be understand and approved.

Then, through project management, INTP identified the options and requirements for the next steps. A procurement process was undertaken to evaluate and select both a product and an integrator. A generic case management product was selected that could integrate with other components, plus a qualified and experienced integrator was commissioned to configure and customize (where necessary) the product for the client’s needs before implementing the solution. We project managed the integrator through these deliverables and time frame.

We also assisted the client’s business staff to relate their business needs to the integrator, as well as prepare for the business change and the new system. INTP’s major contribution was ensuring that the focus and target defined during the earlier stages (strategic plan, business case, etc.) was maintained throughout the development and implementation stages. This was crucial to the success of the implementation and the foundation for the realization of the anticipated benefits.

The Business Outcome

INTP focussed our efforts and the direction of the client decisions towards achieving smooth, efficient and effective business operations. The client’s desired outcomes are a means of collecting appeals information, scheduling hearings and tracking the steps/data through appropriate reviews to enable the panel to establish a correct decision within a suitable period of time.