New tools help case workers and address complex societal problems
The new digital case management capabilities available in Oracle Customer Experience (CX) for Public Sector are providing a platform to help citizens, case workers, and third party social service providers deal with complex societal issues successfully.
Care providers will be able to effectively launch new services to their citizens, and to easily manage complex interactions for cases that span many years and complex, changing family circumstances. These new tools enable state and local organizations to take a more people-centric approach to providing support and care – an approach that has not previously been possible due to the limitations of older technologies.
The digital enablement of complex case management not only serves state and local health and human service organizations, but also other government agencies in areas as diverse as immigration, taxation, benefits, and city and state citizen engagement including real-time personalized advice, self-service portals with embedded knowledge management and a digital application process for benefit programs which is accessible through mobile, web, social channels, chatbots, call centers and local offices.
“Today’s digitally-empowered citizens demand easy access to health and human services agencies for critical support and care. And case workers expect accessible tools that can manage complex cases that often evolve over extended periods,” Rob Tarkoff, executive vice president of Oracle CX product development, said in a statement. “Until now, there has been a serious gap in the comprehensiveness and sophistication of solutions to serve many of the needs of this market. With Oracle, case workers can now have real-time snapshots of client cases along with intelligent recommendations for next steps – even in the most complex situations. This enables workers to take immediate and potentially life-saving actions.”
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