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Disability Case Management System
Disability Case Management System
Overview
Objective
Client Background
Challenge
Solution
Implementation
Outcome
Next Step
Overview
Objective
Client Background
Challenge
Solution
Implementation
Outcome
Next Step
Overview
DataHouse assisted a state government agency with developing and implementing a statewide employer disability compensation case management system. The agency administers programs that protect workers covered under workers’ compensation, temporary disability, and prepaid healthcare laws. The agency oversees the entire lifecycle of cases, including initial filings, supporting documentation claims, payments, hearings, decisions, and appeals.
DataHouse developed a Salesforce and IBM FileNet case management and document management system. The new system replaced several mainframes and Lotus Notes applications used by the agency for more than 30 years. The core case management system was successfully implemented in the first phase, followed by subsequent phases to develop and implement a public-facing, self-service portal. DataHouse continues to provide support and is assisting with future phases of the agency’s modernization initiatives.
Objective
Key objectives of the project included:
Replace legacy, end-of-life core systems with modern, cloud-based technologies
Replace multiple systems, databases, and spreadsheets with an integrated enterprise solution
Improve operational efficiencies with electronic workflows and integrated document management
Improve services to the public through an online, self-service portal
Client Background
Industry
Government
Organization
Department of Labor and Industrial Relations
Challenge
Problem Statement
The agency faced numerous personnel, operational, and technology challenges, including a 32% decline in its workforce over the last decade and an increasing caseload. Its aging technology platforms, implemented more than 30 years ago, made it difficult to support its growing workload and increase the efficiency of its limited workforce. The agency also faced a significant amount of technical debt with its costly mainframe and on-premises server hardware and software and had difficulty finding support resources.
Impact
The agency’s challenges impacted its ability to serve and protect the public. The agency plays an important role in protecting workers’ rights to compensation, administering disability programs, and ensuring compliance with state and federal laws. Its outdated systems and processes also made it difficult to hire and retain qualified workers, which impacted the delivery of its services to the public.
Solution
Proposed Solution
The solution to these challenges was replacing the aging case management and document management applications with a modern, cloud-based, integrated system. The solution also involved reengineering business processes to improve operational efficiencies and staff productivity. A key part of the solution is a public-facing, self-service portal allowing insurance companies, employers, healthcare providers, attorneys, and claimants to access case information, file claims, upload documents, and check case status. The IBM FileNet document management system was migrated from an on-premises VMWare environment to the AWS Cloud. AWS Cognito was used to manage user accounts and access to the portal.
Key Features
Integrated case management system
Electronic document management
Automated workflows and notifications
Online public self-service portal
Implementation
Deployment
The solution was deployed in an AWS Cloud environment designed to support future modernization initiatives.
The solution includes the following AWS components:
AWS Cloud
The AWS Cloud encapsulates the entire cloud environment.
Availability Zones (AZ)
AZs ensure high availability and fault tolerance.
Edge Services
Edge Services securely manages the public’s access to resources within the AWS Cloud.
Public Zone
The Public Zone contains front-end applications and web servers, isolated from the back-end infrastructure to enhance security. The Application Load Balancer distributes incoming application traffic across multiple targets, ensuring even distribution and high availability.
Datacenter Zone
The Datacenter Zone contains critical back-end infrastructure, including the SQL database, integration, and back-end servers.
The solution was designed following AWS Well-Architected design principles emphasizing security, scalability, and availability.
Integration
Integration between the Salesforce case management application and the FileNet document management system is supported by DataHouse’s DataREST API middleware. The DataREST API was configured to allow the bidirectional exchange of data and documents between Salesforce and Filenet. Another integration feature allows users to seamlessly access IBM’s Content Navigator application from the Salesforce case management system. DataHouse configured single sign-on capabilities to enable users to quickly access documents while managing cases.
Customization
The system was customized based on state guidelines, agency requirements, and stakeholder feedback to ensure it meets the agency’s needs and improves its ability to service its clients.
Outcome
Achievements
In the first phase of the project, the agency replaced its mainframe case management system and Lotus Notes document management system, which resulted in cost savings and greater operational efficiency. Subsequently, an online public portal was launched to allow the public to submit and access case information.
Key Features
Replace costly, end-of-life technologies with a modern, cloud-based platform for the future
Increased operational efficiency and worker productivity through electronic workflows and modern case and document management features
Improved customer satisfaction and operational efficiencies through a self-service online portal
Next Steps
Future Plans
The agency plans to continue enhancing its case management and public portal to increase customer satisfaction and operational efficiencies.
Ongoing Support
DataHouse continues to provide as-needed support and assist with future modernization initiatives.
About DataHouse
DataHouse is Hawaii’s longest-standing IT consultancy, known for solving complex IT problems for our clients since 1975. Our expertise in leveraging AWS services and solutions demonstrates our commitment to using cutting-edge technology to positively impact the local and global communities our clients serve. As an AWS Advanced Partner, DataHouse continues to drive innovation in partnership with public and private organizations.
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