A 360 degree solution for public sector information requests

13th January 2023

Privacy and compliance lead, Jonathan Craven, gives his experienced guidance to implementing a Case Management solution

Before diving deeper into the concept of a case management solution, let’s pour some light on what might a typical case consist of? A case is essentially any incident that requires a response. It can be a service request, a complaint, some legal or regulatory matter or any other task that requires investigation and resolution to a clear decision point, often requiring collaboration with multiple stakeholders.

Software is designed to help manage such cases more efficiently and effectively is available in various forms, removing the need for multiple disparate tools. Using automation to guide case handlers and generate required documents case management software can optimize the process workflow and improve visibility of the status of all cases. Ideally not just improving the efficiency of the case handling teams, but also provide invaluable insights to support critical areas of an organisation including compliance, productivity and management resource allocation.

One such solution is Civica Case Management, powered by iCasework, a cloud-based management system that helps you technologically transform the process of dealing with cases and information requests, such as Freedom of Information and Subject Access Requests.



Without Civica Case Management it was very hard to centrally report on progress and issues as a DPO

Long-time Civica Case Management user Jonathan Craven, currently Privacy and Compliance Lead at iRhythm Technologies, having previously implemented the Civica solution at a major London NHS trust and also a borough council, while holding senior Information and Governance roles there. Jonathan recalls “everything was done on spreadsheets and via email and it was basic, messy and clunky, often creating bottlenecks.”

“With Civica Case Management, everything is completely out in the open and visible to all the right people all the time” says Jonathan Craven.

Since both public sector organisations had similar requirements to move from their previous “labour-intensive, manual” case management methods Jonathan took the same approach, “Although two quite different organisations, the implementations of Civica Case Management in both cases were broadly similar, providing much needed benefits”

  • Automation – to reduce manual resource requirement
  • Workflow – streamline management and operations
  • Visibility – casework for handlers and reporting capabilities for management as DPO

This approach is beneficial within the public sector for governance and compliance, where the most daunting aspects are ensuring every deadline is successfully met and audit-trail compliant. By providing system transparency, Civica Case Management makes it easier for handlers to manage cases with a clear sight of requisites and deadlines for fulfilling them. This reduces risk and punitive penalties that come along with irregularities in regulatory compliances.

Having successfully implemented Civica Case Management across multiple organisations, Jonathan has identified the following key takeaways for iCasework integration into a system.

Key Takeaways


While Civica Case Management isn’t the cheapest solution on the market, it is the most cost effective, delivering the best value for money. Against Civica Case Management, other free or premium-priced software either lacks basic functionality and support, or just add a “shiny paint job” over the interface that serves no actual purpose.

Multiple Project Sponsors:

Proper integration of a case management solution benefits from multiple project sponsors to share in the flag-bearing responsibility; this helps in driving the project forwards at all points from inception, implementation and onwards ensuring the focus is not lost at any point.

Buy-in from IT:

Ensure that your ‘in-house’ IT are onboard early during the planning and implementation stages to ensure timelines and resources are closely aligned. Integrating any system can be tricky but careful planning and clear lines of communication can mitigate potential friction.

Absorbing training:

It is recommended that shorter, crisp, ‘bite-sized’ training sessions spread out with implementing the knowledge on active work scenarios in-between, rather than full-on all-day sessions. This helps handlers, and management, with retention of information garnered and helps identify and solve any initial teething issues before they become a problem for users.



Civica Case Management is a 360 degree solution, giving full oversight and visibility of cases

Civica Case Management solutions are in place across hundreds of public and private sector organisations globally delivering transparency and efficiency of case management and can be your tool to achieving operational excellence as well.

Book a meeting with us today www.civica.com/casemanagement