In the previous three blogs, I explained that a truly dynamic case management system must incorporate both perspectives. This is only possible when using a rule-driven approach, not sequential processes.
In this article, the Blueriq case takes center stage—the guiding thread of a fully rule-driven dynamic case management application.
The goal of a case is to decide on a request for a product or service, such as a credit card, subsidy, mortgage, or loan. The trigger to start such a case is an event—a life event—experienced by a consumer or citizen, such as the desire to buy a house or purchase a car, which requires insurance. However, a case can also be initiated by an IT system or a party in the chain via a service, for instance, when a fixed-interest period is nearing its end.
In a Blueriq case—unsurprising if you've read parts 1, 2, and 3 of this series—the rules take center stage. These rules continuously assess the structured and unstructured data contained within the case. Such data can be retrieved from source systems, requested from the user via intelligent forms, or extracted from document systems. This data is essential for making decisions about the request. We neither request nor retrieve unnecessary data—the case contains only what's strictly needed to make decisions.
These (sub)decisions can be objective, such as verifying that the applicant is an adult, allowing for automated processing. However, there are also subjective decisions, such as assessing the authenticity of a supporting document, which requires expert evaluation.
If sufficient data is not yet available to make the (sub)decision, we offer activities to further complete the information.
The case provides an overview for all stakeholders at any given moment—or more accurately, the case is the overview. Depending on rule-driven authorization, stakeholders can see the current situation, how close the case is to its goal, what has happened so far, which documents are present, and more.
And, of course, they can access precisely the activities needed to achieve the goal.
Want to read more? Check out the final part!
