Successful Case Management System Implementation

CORADIX and the Office of the Privacy Commissioner (OPC) have successfully implemented a new Case Management System (Ci2), including streamlining the business processes, to optimize departmental efficiency while improving OPC’s service to Canadians. OPC receives inquiries and complaints and conducts investigations pursuant to the Privacy Act and the Personal Information Protection and Electronic Documents Act (PIPEDA). With the new system, each case is handled immediately by a dedicated team, resolved if possible, or forwarded through the appropriate business processes. Each case is logged and managed through the computer system, which also captures all relevant documents. The system is based upon COTS software products: Microsoft Dynamics CRM, Sharepoint, and Outlook, and integrated with RDIMS, the federal government common system for document and records management. The electronic versions of each document are now accepted as the official documents of record, an important and forward-looking change of policy. This is the largest initiative of its kind in OPC history, affecting  50 % of the staff and  70 % of the records created and received. CORADIX is proud to have been a part of the success.