Implementing A Case-handling System: Supporting the Design Process

Abstract

Case handling is a popular paradigm within municipalities and governmental organizatons in The Netherlands. However, there is a significant gap between scientific literature and the implementation of Case-handling Systems at these organizatons. Based on a literature study and semi-structured interviews at organizations, this research presents several best practices and introduces the Declarative Modular Case Modelling Technique (DMCM) in order to support organizations with their implementation of a Case-handling System. The technique is tested in a case study performed at the Nederlandse Voedsel- en Warenautoriteit, which is at the time of writing in the process of implementing such a system. The technique presents a generic modular approach to the modelling of processes and case types, focusing on the reusability of process fragments between different case types. The modules are gathered in a repository on which the specific implementations are based. With the introduction op the modelling technique, best practices and a definitive definition of the case handling paradigm, this research bridges the gap between the academic and organizational aspects of case handling.