A Blueprint for Building an Efficient and Paperless Case Management Strategy

Today’s governments are responsible for providing several essential services to the public, including health, financial, and family support. For most people, completing the multiple application forms and navigating the complex benefits process would be difficult, if not impossible, without the aid of a case manager.

However, many case management offices are understaffed, use outdated technology and have lengthy workflows, which are hindering their ability to improve health outcomes and provide timely and critical service. Therefore, case workers desperately need solutions that enhance and streamline their work environment.

The following is a blueprint government leaders can use to build an efficient and paperless case management strategy that addresses common challenges, eases work fatigue and allows caseworkers to focus on their clients and the services they provide.

Digitize cumbersome and lengthy manual paper processes  

Caseworkers and staff routinely sift through hundreds of pages in a file to familiarize themselves with the complete history of a client’s case before making critical decisions and providing care solutions. Caseworkers typically spend 60 to 70 percent of their time on case related activities, including administrative tasks such as paperwork, which only allows them to spend 20 to 35 percent of their time with families and community resources.

Transitioning to digital forms and electronic signatures makes it easier for caseworkers to:

  • Collect accurate and complete case data, which often results in fewer errors and rework
  • Manage the countless number of documents health providers, parents and guardians submit online, regardless if they are remote or in the office
  • Collaborate with other agencies and providers on case plans and service requests

Expand the availability of mobile-friendly tools to engage with families 

The experience for families involved in government-assisted programs depends on how the agency and caseworker interact with them. Keeping families engaged throughout the planning and decision-making process ensures the right services are provided. When individuals, parents or guardians work multiple jobs or care for children, they might not have time to travel to an office just to complete paperwork.

Two options to support families at any time from virtually anywhere include:

  • Online application forms make it possible to securely complete and sign an application without the need of a printer or physically coming into an office. 
  • Mobile accessibility makes it easier for anyone who does not have a desktop computer to find, sign and submit information from their mobile device.

Centralize the management of digital case files

Stringent compliance regulations, reporting and auditing rules ensure the safety and care of adults, children and families. Missing or incorrect data can lead to delays and negative downstream implications.

Digitizing the compliance and reporting process helps agencies meet their HIPAA compliance obligations and mitigate risk, while making it easier to access case files for planning, auditing, and compliance reporting.

Centralizing electronically signed documents benefits agencies in many ways, including:

  1. Creating a single source of truth for standardized forms to ensure the wrong documents are not used
  2. Providing a court-admissible document repository and audit trail that can be quickly and easily reviewed
  3. Making it easier to monitor and ensure the correct documents have been completed and submitted according to local, state and federal policies and procedures.

How DocuSign can help improve case management efficiencies

In today's digital transformation age, DocuSign is supporting government leaders across the U.S. who are building systems that empower caseworkers and allow them to focus on those they serve, rather than remaining bogged down with paper processing. Enabling electronic signatures is a good start, but the entire case management process, from form creation to review and approval, should be modernized. 

Contact us to learn how DocuSign can help you streamline and manage your case management processes while creating a better experience for families and constituents.

Shonte Eldridge
Sr. Director, State and Local Government Strategy