Case Management Services

The vendor is required to provide case management tools available and to solicit customized organizational feedback and recommendations from vendors based on agency needs.
- Case management objectives:
• Modernized user interface: cloud-based, configurable, and user-friendly system, which provides seamless navigation and ease of use for employees and has intuitive work flows to support the agency daily workplace tasks.
• Expanded capabilities: system includes up to date features for visualizations, graphics, security, and data management.
• Enhanced searchability and reporting: system allows for robust searching of historical data to support investigative trends and analysis in collaboration with in-depth reporting capabilities.
- Functional requirements
1. System accessibility and user experience
• Staff can utilize the system in any location on laptops and desktop devices, 24/7 without issue.
• The agency would like to explore the pros and cons of system access through mobile devices.
• Easy for staff to navigate and learn. system has simple and clear menu structures and workflows for inputting data, and minimal clicks to complete required tasks.
2. Case and workflow management
• Intake form creation and functionality which links to the agency website for public hotline reporting.
• Automated notification reminders for assigned staff and follow-ups.
• This includes the ability for user-defined automated notifications.
• Example of use case includes the ability for staff to track recommendations for projects, matters, and cases with triggered follow up within specified statutory timeframes.
• Ability to automate workflows and assign supervisors and reviewers and legal to oversee cases.
• Identify specific jurisdictions and individuals associated with the investigation and cross-reference that with an internal database of conflicts.
3. Data management and searchability
• Strong data ontology (data entry control) and data tagging for better searchability.
• Drop-down menus with customizable choices.
• Auto-populate and spell check features.
• Robust search features and functionality which includes OCR searching within pdfs and images.
• Ability to view and analyze historical data, as well as data across divisions.
• A potential use case includes searching closed cases by jurisdiction and subject matter to help identify patterns or understand past directives applicable to current cases.
4. Reporting and analytics
• Robust reporting capabilities which include dashboard reporting with key case and matter metrics.
• Ability to generate regular and ad hoc reports with minimal complexity.
• Automatically send scheduled reports from the system.
• ability to track and analyze case data across divisions.
• Able to run graphics and reporting for one specific data point (charts that would show complaints against a particular person, town, municipality).
5. System integration and features
• Configurable with no need for developer assistance.
• Seamless integration with SharePoint and other office 365 products (no broken links).
o The agency would like to investigate the feasibility, risks and benefits of a potential use case for integration with outlook suite (emails, phone calls) to capture, review, analyze and track information with the ability to pull relevant information from text and automatically place in the correct files in a cm system.
• Direct access to underlying databases via API for data queries.
6. Security and user permissions
• Audit tracking logs – ability to track who is doing what in the system.
• User-based controls and permission settings.
• Easy to add and remove people from documents and cases.
• Role-based access (viewer vs. editor).
• Ability to block individuals with conflicts of interest from accessing certain data and case files.
• Prevent accidental content removal or deletion (audit log of all changes and updates).
7. Data migration and quality control:
• Built-in data quality features to prevent importing bad data.
• Standardized information mapping and data cleaning.
• Historical data migration.
- Questions/Inquires Deadline: May 23, 2025