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The Finalists: Global excellence in adaptive case management

This article appears in the issue July/August 2011, [Vol 20, Issue 7]
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The Workflow Management Coalition (WfMC) launched the "Adaptive Case Management Global Excellence Awards" this year to recognize excellence and best practices in ACM use cases.

Tools for knowledge work to date have focused exclusively on the process; tools for knowledge work in the future will focus primarily on the work. ACM brings together the tools that support knowledge work.

Awards will be given in the categories of customer facing, public sector, legal/courts, healthcare/medical and innovation. The final winners will be published in the next issue of KMWorld. Submissions were evaluated by three criteria: innovation, adaptability and impact. Details on the evaluation criteria and the panel of judges can be found at adaptivecasemanagement.org.

The finalists include:

• Los Angeles County Department of Public Social Services
The Los Angeles County Department of Public Social Services (DPSS) serves more than 2 million participants per year. This submission presents the success of a case management system called LEADER (Los Angeles Eligibility Automated Determination Evaluation and Reporting) that has measurably improved the DPSS' enormous case volume.

Vendor partner:
KANA

• Achievement Awards Group Pty Ltd
The Achievement Awards Group, a Cape Town, South Africa-based incentive and performance improvement organization, recognized the benefits of adopting adaptive case management, with the goal of effectively and efficiently attaining what they term "customer delight."

Vendor partner:
Petanque Consultancy

• British Airport Authority (BAA)
The BAA owns London's Heathrow airport, where a new case is created by a system feed every time an incoming plane is registered by air traffic control, and closes when the plane is en route to its next destination. This approach has led to an increase in on-time departures from 68 percent to 83 percent, as well as a significant direct cost benefit resulting from fuel saved through decreased time spent on the runway.

Vendor partner:
Pegasystems

• Cardiff University, Cardiff School of Computer Science & Informatics
The submission of the Cardiff School of Computer Science & Informatics focuses on the application of ACM to address the dynamic requirements of healthcare practitioners, offering a framework that transcends traditional decision support and knowledge management systems, moving toward a patient-centric approach that emphasizes teamwork and collaboration as key aspects of the healthcare process.

Vendor partner:
Cardiff School of Computer Science & Informatics

• Lakshmi, Kumaran & Sridharan
A legal advisory and litigation services firm with tax and intellectual property practices, Lakshmi, Kumaran & Sridharan applied case management combined with workflow management and knowledge management to facilitate the timely delivery of work across all clients' cases.

Vendor partner:
Newgen Software Technologies

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