Case Management Services

The vendor required to provide software-as-a-service (SaaS) cloud-based case management system (CMS) to perform, manage, and integrate its daily processes and data systems.
- CMS will serve as office employees’ starting point each day, helping them track tasks and set priorities.
- The CMS will serve as the primary platform for receiving complaints, documenting, and managing case files throughout the investigation lifecycle.
- The CMS will enhance business continuity, facilitate knowledge transfer, aid annual reporting, and improve collaborative decision-making.
- Case and workflow management
•    Intake form creation for public hotline reporting and functionality which fully integrates the CMS with the office website and auto-populates the complaint intake form responses. 
•    Separate and filter hotline complaints based on subject matter (example use case via a field, check box or alternative method). 
•    Ability to auto-populate complaint data from emails and voicemails (including complainant email addresses and .wav audio files) directly into the CMS. 
•    The system should extract relevant details from text and transcribed voicemail content to auto-populate the appropriate CMS records. 
•    Must support seamless integration with SharePoint (no broken links) and other office 365 products (outlook suite) to capture, review, analyze, and track information. 
•    Ability to allow for manual input of complaint record entries. 
•    Ability to set case status (e.g. open, closed, or monitoring).
•    Ability for investigators to add notes to file to memorialize activities, decisions, phone calls, etc. 
•    Ability for users to view case notes to quickly ascertain case status and history. 
•    Automated notification reminders which are time and event based for assigned staff and follow-ups for deadlines and reminders. 
•    This includes the ability for user-defined automated notifications. 
•    Case includes the ability for staff to track recommendations for projects, matters, and cases with triggered follow up within specified statutory time frames.
- Data management and search ability
•    Strong data ontology (data entry control) and data tagging for better search ability, organization, and reporting. 
•    Ability to label and classify data. 
•    Auto-populate and spell check features. 
•    Robust search features which includes the ability to search new case information against existing complaint records that can be used to identify and link together multiple individuals or events. 
•    Allow the user to merge or link records if duplicates or related complaints are found. 
•    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. 
•    Direct access to CMS underlying database via API for data queries.
- Reporting and analytics
•    Robust real-time reporting capabilities which include dashboard reporting with key case/matter metrics (example: time since cases opened). 
•    Ability to easily generate regular and ad hoc customized reports. 
•    Automatically send scheduled reports from the system. 
•    Identifies data present across cases (for example, alerting the user when there are other complaints involving a particular person, municipality, agency).
•    Supports visualizations and reporting for one or more data points (charts that would show complaints against a particular person, town, municipality).
- Security and user permissions
•    Automatically track and record all user activity in an audit tracking log. 
•    Allow office administrator users to establish granular user-based controls and permission settings (field and case-specific) and role-based access (viewer vs. editor). 
•    Ability for office users to easily add and remove people from cases and block individuals with conflicts of interest from accessing certain data and case files. 
•    Features to prevent and reverse accidental content removal or deletion. 
•    data encryption, both in transit and at rest, to protect against data breaches. 
•    FedRAMP certified seas platform. 
•    Data must remain within the continental country and stored only in authorized data storage and processing systems. 
•    All office data must be returned in machine-readable format in no more than 72 hours if requested.

- Contract Period/Term: 7 years
- Questions/Inquires Deadline: November 19, 2025