Category: Adaptive use of Case Management in Shipping and Logistics

Situation

• Department of Transport oversees all modes of transportation throughout the Republic of South Africa
• Each branch of the Department had developed its own silo's for case and document management processes
• Primary documents weren't always captured, workflows weren't well defined or complied with, cases and documents couldn't be tracked throughout the process, and records often weren't retained for later access
• Department embarked on an organization-wide initiative to centralize and standardize all document capture, case management and records management, with the ability to track and trace cases and to ensure workflow compliance

Implementation & Innovation

• Cases are initiated and automatically forwarded to the appropriate employees or public officials for review and approval
• Guidance and timelines are incorporated into the case workflow
• Using employee profiles and sophisticated work queues, skills-based routing of cases expedite and improve decision making
• Visibility extends across all five branches and 12 agencies of the Department

Benefits

• Significantly increased efficiencies of managing critical DoT proposals and memoranda, speeding response times from weeks to a few days
• 80 percent of document recipients comply with timeframe requirements
• Enables government compliance with Government Minimum Information Standards and national Archives Act