Introduction
Today’s government agencies face increasing pressure to respond to constituent needs with speed, transparency, and accountability. Many agencies are held back by outdated processes, fragmented systems, and communication breakdowns that frustrate both staff and the public. To meet modern expectations and deliver meaningful service improvements, agencies need more than just incremental fixes—they need a strategic approach to constituent case management. OnBase by Hyland unifies constituent case management and enterprise content management to provide a powerful, configurable solution that streamlines workflows, centralizes information, and strengthens public trust through improved service delivery.
What Is Constituent Case Management?
Constituent case management involves the comprehensive handling of service requests, complaints, inquiries, and follow-ups from the public. This critical function spans multiple departments like public health, housing, and code enforcement and necessitates seamless coordination and transparency. The goal is to provide timely and effective support to individuals and families in need. Examples of programs that benefit from improved case management include Temporary Assistance for Needy Families (TANF), child protective/abuse services, adoption services, disability services, child support, independent living, vocational rehabilitation, Supplemental Nutrition Assistance Program (SNAP)/Food Stamps, and Medicaid.
The Evolving Mandate of Constituent Services
Citizens expect transparency, responsiveness, and digital access. There’s a growing demand for real-time updates, mobile-friendly communication, and equitable service delivery. This evolving mandate places immense pressure on public assistance agencies, whose case management workloads frequently strain their capacity and resources. Many agencies are still reliant on outdated, paper-based processes and legacy systems, which make it difficult to optimize case management and efficiently deliver social services.
Challenges Without a Centralized Constituent Management Solution
Without a centralized solution, public agencies face numerous pain points that impede efficient constituent case management. These include manual or paper-based tracking of applications and supporting documentation that lead to slow processes and an inability to easily share information. Missed or delayed follow-ups are common, and there’s a significant lack of visibility into the status and resolution of cases. Furthermore, sharing information across departments becomes a complex and often impossible task as agencies spend countless hours manually transferring data from paper forms and spreadsheets into electronic systems.
Information Silos: The Hidden Barrier to Equity and Accountability
Fragmented data, often stored in disparate systems and paper files, creates significant information silos that lead to inconsistent service delivery, particularly across socioeconomic and demographic lines. This lack of a unified view hinders equitable access to services and undermines accountability. OnBase acts as a central hub, breaking down these silos and creating a single source of truth for all constituent interactions and decisions. By centralizing information, agencies can eliminate manual tasks and improve efficiencies and collaboration, allowing caseworkers to focus on helping people in need.
When a CRM Isn’t Enough: Solving for Government Complexity
It’s crucial to understand that constituent case management extends far beyond the capabilities of typical Customer Relationship Management (CRM) systems. While CRMs are excellent for managing customer interactions, a full-fledged case management platform like OnBase provides a records-centric, process-driven foundation that handles compliance, documentation, and cross-departmental workflows.
It’s not just about intake and follow-up; it’s about automating tasks, ensuring data accuracy, and maintaining a comprehensive audit trail for every interaction and decision. OnBase brings together content management, document and data capture, records management, and customer communications management into a configurable, scalable solution.
How OnBase Enhances Constituent Case Management
OnBase significantly enhances constituent case management by providing a comprehensive enterprise content management (ECM) and process automation solution. Key benefits include:
Centralized Case Files
Workflow Automation
Dashboards and Reporting
Integration with Existing Systems
The Anatomy of a Constituent Case in OnBase
Let’s explore a typical case lifecycle within OnBase:
- Intake: Constituents can submit information via their preferred method, such as web forms, email, or an online portal. Even paper documents can be scanned and automatically captured, then routed electronically.
- Routing: Applications are routed through a rules-based workflow, automatically assigning tasks based on criteria like geography, urgency, or issue type, often without human intervention.
- Case File Assembly: The system automatically links relevant documents, emails, photos, permits, and prior complaints, building a comprehensive case file.
- Resolution & Communication: Integrated notifications and updates keep constituents informed of their status, and digital channels can be leveraged to automatically send re-certification notifications, avoiding costly mailed notices.
- Audit Trail & Archiving: A complete audit trail of all actions and decisions is maintained, ensuring compliance and providing robust reporting functions.
Coordinating Across Agencies Without Losing the Thread
Many constituent issues, such as housing complaints or environmental hazards, often cut across multiple departments. OnBase facilitates seamless inter-agency coordination by:
- Logging and Tracking Interdepartmental Tasks: The system can track tasks assigned to different departments, ensuring accountability and progress.
- Creating Shared Visibility: It allows multiple departments to view and update case files and data from a single point, without duplicating efforts, while maintaining security boundaries.
- Supporting Collaborative Resolution: By centralizing information and enabling real-time access, caseworkers can collaborate more effectively to resolve complex issues.
Reporting That Drives Change, Not Just Metrics
Configurable dashboards and reports are crucial for driving meaningful change within public agencies. Hyland’s platform enables agencies to:
- Identify Repeat Complaint Areas: Analyze data to pinpoint recurring issues and address root causes.
- Track Response Times: Monitor performance metrics by team or region to identify areas for improvement.
- Present Data with Confidence: Generate reports that can be confidently presented to city councils or the public, aligning with performance-based budgeting and public accountability efforts. An advanced search tool can quickly pinpoint exact information across content repositories, systems, or databases, and analyze and extract insights by connecting different pieces of information, places, people, and things.
Why Partner with 3SG Plus for Constituent Case Management?
When it comes to transforming constituent services, technology alone isn’t enough—successful outcomes require the right partner to guide the journey. As a certified Hyland OnBase provider with over two decades of experience serving government agencies, 3SG Plus combines deep platform expertise with a clear understanding of public sector challenges.
We don’t just implement OnBase—we tailor it to meet the unique needs of each agency to ensure a streamlined, secure, and scalable case management solution that enhances service delivery, accountability, and responsiveness. From design and deployment to training, support, and long-term optimization, we help agencies break down silos, automate casework, and provide real-time access to information across departments. With low-code tools and cloud-ready configurations, we enable faster time-to-value—so your team can focus on the people, not the paperwork.
Beyond the Technology: Governance, Training, and Change Management
It’s essential to recognize that technology alone does not create transformation. 3SG Plus adds significant value by:
- Designing Workflows: Helping agencies design workflows that accurately reflect real-world needs and optimize processes.
- Training Users and Change Champions: Providing comprehensive training to users and fostering internal champions to drive adoption and ensure effective utilization of the platform.
- Establishing Governance: Implementing robust governance frameworks for long-term system sustainability and continuous improvement.