A framework to define the applicability and value of Dynamic Case Management in financial and governmental service providers

Abstract

The contemporary work landscape’s dynamic nature necessitates professionals proficient in self-directed and adaptable task execution. The current advancement in process management methodologies has facilitated the adoption of process-oriented strategies in knowledge-intensive contexts. Dynamic Case Management (DCM) emerges as a potential solution to address these evolving demands. DCM entails the leveraging of technology to automate and streamline various facets of case-related activities. This study introduces a framework aimed at assessing the suitability and benefits of DCM within governmental and financial service domains. The main research question is as follows: How can a framework demonstrate the suitability and benefits of DCM for governmental and financial service providers? In pursuit of addressing this question, a comprehensive literature review is conducted to grasp the essence of DCM and its interplay with other process management paradigms. Additionally, the operational structures of governmental and financial service entities are analyzed, and the key value drivers for these organizations are identified. Complementing the literature review, expert interviews are conducted to get further insights into the practicality and advantages of implementing DCM. All gathered insights are leveraged in constructing a DCM Applicability and Value Framework (DCMAVF) to estimate the suitability and potential benefits of DCM. The DCM-AVF is subsequently validated through expert interviews, and the outcomes are integrated into an enhanced iteration of the framework, thereby illustrating the applicability and benefits of DCM within governmental and financial service providers.