1. Introduction to Dynamic Case Management

Dynamic Case Management (DCM) is a way to facilitate decision making of problems. Often, when people and systems have to work together towards some kind of goal, they could need help to get

to the goal as efficient as possible. Case management is there to fulfil this purpose. The outcome of a case (people/systems) is some point of agreement. For example the successful application of an insurance, or the cancellation of a mortgage, or a successful renewal of some subsidy project.

In the example you can find multiple case-types, which might all work on the same policy through time. Each case-type has a purpose of getting to some new agreement, for example the added coverage, or the cancelled insurance policy. Each with a clear goal, but possibly a very different way of achieving the goal.

What is a Dynamic Case Management solution?

Dynamic Case Management (DCM) is the handling of case-related work through the use of technologies that automate and streamline aspects of each case. In this context, a case is a collection of information about a particular instance of something, such as a person, company, incident or problem.

DCM — sometimes called “Advanced Case Management” (ACM) -- is both a human- and a technology-based approach that is driven by incoming events. These events change the context of the information, requiring responses from case workers or other knowledge workers. DCM’s ultimate goal is helping such workers make faster, better and more accurate decisions.

DCM is similar to business process management (BPM) in a way that it works to improve task management and workflow. However, while BPM focuses on the complete definition and the control of structured, repeated processes, DCM works on an ad-hoc basis to manage dynamic, unstructured processes. In fact, DCM can be especially effective for companies handling “untamed” business processes that lack structure or add no value. It’s also increasingly used to enhance collaboration and improve compliance activities. Initially used primarily in healthcare, insurance and similar industries, DCM is now moving into many other fields as well.

DCM is an approach which fits well in organizations or parts of an organization where the work has a large amount of exceptions to the default process. So the process should be very flexible, a knowledge worker needs to be able to find its own path through the possible actions to resolve a case. Support in finding the right path can be part of the technology offering.

Pure BPM is focused on repetitive situations where a predefined input will lead to a predefined output. Transferring money to another bank account is an example of a process which needs to be executed in the same way every time, BPM is the right approach here. When the process requires knowledge workers to make decisions, either in course of the activities to perform or in answering the question, then DCM is the way to go. When the involvement of a knowledge worker is higher in a process, the need for DCM is higher.

The Blueriq platform is designed to support both  DCM and BPM. On the one hand there is a Process-Engine, designed for BMP Process-Modelling. On the other hand there is a Case-Engine, made for DCM Modelling. The latter is still in development, and will become more focused on DCM in particular. This document will help you to use the right functionality to create the DCM solution which fits best for your situation using the Case-Engine.