Part 3: Decision Management and Case Management
In Part 1 of this series, we reviewed how decision management, decision analytics and case management combine in systems that support automated decisions. In Part 2, we explored how modern decision management can help case workers accelerate their daily work, while at the same time allowing the organization to progressively capture the knowledge they use.
Decision Management Support for Investigative Case Management
Investigative case management can be significantly helped by the strong decision analytics included in modern decision management solutions.
Typically, an investigative case manager will use a variety of tools to analyze the decisions and their outcomes, focusing in particular on those that led to cases being processed through case management. During this analysis, the key objective is to identify the reasons why processing the case manually was required, and to find changes to the automated decision so that the manual case management can be eliminated or reduced.
A modern decision management tool such as SMARTS has built-in capabilities to help facilitate this search:
- Traceability understandable by an investigator of what the decision logic is that led to the generation of a case to work on. We saw this in the previous part (add link), since it also helps the operational case worker.
- Ability to leverage built-in decision analytics in order to identify patterns in the data and the way the decision logic leverage it leading to too many cases being created, using business level metrics, simulation and predictive analytics capabilities.
For example, the investigator may build reports that track different risk assessment measures:
and relate the decision made to business outcomes:
- Ability for an investigator to modify the decision logic without modifying the currently deployed one in order to run experiments, potentially in champion-challenger mode to test alternatives to the current decision logic. For example, the investigator might have used the decision analytics and predictive analytics capabilities highlighted before to create a couple of alternative ways of managing the decision. Using the built-in Experimental Design capability in SMARTS, he can test the current implementation (champion) against the two alternatives (challenger) and measure the business effectiveness through multiple KPIs and reports.
These capabilities extend the reach of what the investigator can do – going further than simply pin pointing correlations and letting others do the exploration in terms of the business logic.
Why Decision Management Should Be Part of Your Case Management Strategy
Making SMARTS fully part of your case management strategy in addition to your decision management strategy allows you to have very strong support for both your operational case workers and your investigators, and efficiently manage your decisions so as to keep your case load as reduced as possible without losing flexibility. You may even combine it with your adaptive case management support, making it very easy for you to keep track of the core expertise those systems allow you to put in operation while processing cases.