Publication
An Impact-oriented Maturity Model for IT-based Case Management
Jana Koehler; Roland Woddtly; Jörg Hofstetter
In: Information Systems, Vol. 47, Pages 278-291, Elsevier, 2015.
Abstract
Case management comprises various complex activities. Consequently, case managers
have to balance very diverging requirements and needs, while at the same time facing
increasingly complex decisions. Case management software systems (CMS) provide
capabilities such as information assessment and handling, decision and collaboration
management as well as flexible process guidance to support case managers.
When introducing a CMS into an organization, a maturity model of IT-based case
management helps in mastering different levels of technology adoption by exploiting
technological benefits and carefully addressing associated risks.
In this paper, we propose the C3M maturity model for IT-based case management
that links maturity levels with sets of capabilities that are typical for case management
in social work, health care, and the handling of complex claims in insurance. The
model focuses on the impact of technology and is linked to a map of benefits and risks
across five impact areas. Each impact area is characterized by six impact factors that
we consider as especially important when managing IT technology adoption within
case management.