Ohio government department redesigns case management system

Amber Stokes
Amber Stokes
By Amber Stokes on 16 June 2014
Ohio government department redesigns case management system

As part of its new people-centric philosophy to transform service delivery to citizens, the Ohio Department of Developmental Disabilities (DODD) implemented Microsoft Dynamics CRM for case management. 

Because each of the 88 counties across Ohio is responsible for its own IT deployments, it previously was difficult to execute on DODD’s new vision across the entire state. And so rather than develop its own solution for case management, the DODD IT team chose to use Microsoft Dynamics CRM as a platform, tailoring it to the requirements of the people-cantered approach. 

Over eight months, DODD IT built a case management system based on Microsoft Dynamics CRM, which is now in use across 18 counties. As a part of this project, DODD IT also built a fully integrated Microsoft .NET-based portal that makes key capabilities and information from the system available to the individuals served by the DODD. 

Using the built-in dashboards within Microsoft Dynamics CRM, the service and support administrator (SSA) receives alerts when an individual’s information has changed. SSAs use the system to work the case, and their directors or superintendents can also view case information to better understand the needs of their counties. Work can be easily delegated to county staff through the built-in workflow capabilities of Microsoft Dynamics CRM. 

The system also exposes key information from various legacy systems. Information from these systems and Microsoft Dynamics CRM is captured in a Microsoft SQL Server database and provided as business intelligence to the counties – a capability that the counties did not previously have. 

Ohio counties using the new system are now more easily able to provide a people-cebtric, collaborative approach to better serve people with developmental disabilities. 

Bryant Young, CIO of Ohio DODD, said: “With Microsoft Dynamics CRM, you get case management, workflow capabilities, a database, security, and alerts and notifications – all without having to code anything. All this makes the system very appealing when you are looking to speed the time-to-value of a new application.”

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