Maybe less than you think. When resources match ambitions, countries can adopt good case management
practices and successfully develop corresponding information systems.
Based on a review of country experiences, this section suggests a set of key factors that would enable the
introduction of case management and a case management information system. It provides some examples of how
countries have turned these factors into diverse operating systems. Many of these relate to the introduction
of case management practices, which are usually in place before a case management information system is developed.
The Case Compass team is ready to support governments in defining and developing what it takes to
strengthen an integrated provision of services through case management.
Case Compass Guide
Enabling factors
What are the key factors that enable case management and supporting information systems in a country?
It is important there are enough benefits and services, so case management
professionals can refer beneficiaries to them. If external services are scarce,
accompaniment and counseling can become the core of case management interventions.
Developing case management information systems requires legislation on information
exchange and data privacy. If such laws don’t exist, there should be very few gaps
in the existing legislative framework.
Experience with case management helps, either through professional social
services or at least one pilot program. If there isn’t previous experience,
countries should dedicate resources to developing case management methodologies
and training professionals on case management practices.
Ideally, case management services should be part of a well-established
institution. It also helps if they belong to a broader country strategy
for the integrated provision of benefits and services. Case management
information systems are sometimes part of e-government initiatives that
seek to provide a framework for digitizing public services.
Case management and case management information systems cost money to develop,
implement, and maintain. Other costs (like help desks and technical training)
should be accounted for, too. Case management information systems ideally
expand according to shifts in social policy. Therefore, decision makers should
plan for agile and scalable software development.
A case management information system requires a minimum level of IT
infrastructure to support basic functionalities. This applies at the
central level and in the field. End users should have computers, tablets,
or other devices (ideally with internet access).
