Government agencies typically perform casework. They may refer to it by different names such as service delivery, investigations, onboarding, ticketing, and so on. But it’s any workflow that involves multiple steps, documents, regulatory processes, reviewers, and approvers. Case management is the organized process of planning, coordinating, and monitoring tasks and resources to resolve the issue, or case. It aims to ensure an optimal outcome by efficiently managing the various components and interactions within a case.

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