Many platforms use the term Dynamic Case Management to describe their way of working. But when is a case management system truly dynamic? In the first four parts of this five-part DCM series, I advocated for the Blueriq case—a rule-driven approach with a process that has no predefined sequence.
One might assume that a case is nothing more than that rule-driven process. However, nothing could be further from the truth.
The case is the place where everything comes together for the customer. It serves as a collaborative hub for all stakeholders. Based on rule-driven authorization, they can view and add data at any time, including freeform notes, structured data, and various documents.
Milestones and phases as part of the process guide the case toward its goal. That goal is the primary decision, but intermediate sub-decisions are also made, all visualized through the decision requirements graph.
The phases follow a predefined order, often dictated by law and policy—typically structured as Apply – Assess – Finalize. However, this can be freely modeled since Blueriq is a modeling platform. Within these phases, tasks act as independent actors waiting backstage until the Blueriq rule engine, as the director, signals that it’s their turn. Only then do they step onto the stage.
A case also records any agreements made and provides (graphical) overviews to monitor timelines and work inventory. If there are related cases, users can navigate to them directly. When relevant, a risk profile can be requested or created, entirely based on rules. Stakeholders within the chain, including other departments or even entirely different organizations, can participate. The history panel provides a detailed log of who did what and when, protected by authorization rules when necessary.
When the goal is achieved—or when it becomes clear it cannot be reached—the result is often a document explaining the decision. However, interim documents can also be generated from the case, such as requests for additional information or referrals to external agencies.
A case is much more than just a process. In my view, the process doesn't even make the top three. Yet in design and redesign phases of IT projects, an enormous amount of time is spent on the process—primarily because each stakeholder has a different perspective on it. And they’re all correct.
A rule-driven process made up of independent tasks is much faster to model and adapt. This frees up time to focus on aspects of the case that are far more relevant to the customer, case handler, and other stakeholders.
