Case Management Application 

Customer Segment: Federal Government Agency 

The Challenge

Our client, a government agency, established a royal commission in 2018 to determine if the current practices, services, and legislation of our client were meeting the needs of the current and future aged communities.

The Commission was tasked with addressing matters identified by the royal commission, including the prevalence of elder abuse, neglect, and the lack of uniformity in service delivery. This left our client’s most vulnerable community at risk. Both the royal commission and the Commission deemed the improvement of service quality and safety a priority for our client.

It has widely been agreed that the current state of our client needs to see an uplift in consumer welfare.

It has widely been agreed that the current state of the Aged Care Industry in Australia needs to see an uplift in consumer welfare. The greatest of concerns are; 

• that abuse and neglect continue to exist in aged care
• that unsuitable workers can move between providers and care settings, posing a risk to aged care consumers 
• that some critical workers (such as PCWs) may not have adequate qualifications or skills, English proficiency and/or access to continuous professional development (CPD) to support the delivery of safe and high-quality consumer-centred care 

To meet legislation changes being made in December 2022. The commission had to create an application from scratch to receive, investigate and manage breaches of the incoming National Aged Care Code of Conduct. 

The objective of the application:

• Leverage existing Commission Microsoft Licensees 
• A self-reliant case management application capable of ingesting data from Department of Health and Ageing systems. 
• Full automation of case tasks and workflows. 
• Conversion of a complete and new set of business processes into digital rules and processes within the application. 
• Creation of a new Data model and connections between the Application and the Database 
• Creation and Configuration of a new PowerApps environment and governance 

Here are the key components identified:

• Client access: Proposed application can be accessed via a browser, MS Teams or mobile devices. An appropriate communication channel will be established during the design process.
• Role-based security: Prometix will customise the authorisation module for role-based security to manage data in accordance with the Protective Security Policy Framework (PSF) and Archives Act. The access control table will be managed via the admin console of the app which can be linked to corresponding AD groups or associated users.
• User interface and data management: Prometix will customise Power Apps to be used as the user interface to manage the data. Prometix has developed frameworks and libraries that will be used to fast-track the development and increase user engagement.
• Workflows & business rules: Power Automate will be used for approval, notification and business rules manipulation purposes. User notification or approval information will be sent either via email or MS Teams chatbot. An appropriate communication channel will be established during the design process.
• Data store: Microsoft SQL database will be used to develop a data model and to store the data related to the proposed application.
• Dashboards & Reports: PowerBI will be used to generate dashboards & reports. 

Scope of Work

The scope of the consultancy includes but is not limited to: 

• Proposed workshop/project approach  
• PowerApp development 
• Workflow development 
• Power BI reporting 
• Solution Architecture 
• Visual design  
• Accessibility compliance 
• Training 
• Application Support 

Our development approach: 

The UI design approach for the Application was based on four key principles: 

• Should reflect the Commissions’ branding and identity  
• Consistency across all pages of the application 

Initially, Prometix conducted a series of workshops and one on one meetings to come up with the following: 

• Go through the overall requirements 
• case management mapping & associated process 
• Infrastructure and development methodology   
• Information architecture & governance  
• Permission model (with Office 365 groups) 

Based on the outcome of the workshop, Prometix developed Solution Architecture and began development. Our development approach: 

• Developed Canvass application Framework (Look and feel + overall layouts)
• Separated application into different modules and work conducted by different developers:
  • Development of case management module
  • Development of person assignment module
  • Development of provider and services module
  • Development of related cases module
  • Development of the RARP module
  • Development of Investigation module
  • Development of findings and outcome module

The Solution

Solutions were developed in the Prometix environment and deployed to the Commissions Test and Prod environments. The solution deployment was automated using customised PowerShell scripts. This includes: 

• Base Framework 
• Case Management User Interfaces 
• Case Management Business Rules and Document Store 
• Case Management Administration Module 
• Approval Process and Data
• Views