Case management systems at a crossroads: generic versus specialised

Case-oriented working was once presented as the answer to the fragmented information management of local authorities. A single system in which every process, from permits to complaints, could be treated as a case. It sounded clear, efficient and transparent. But fifteen years later, case management systems are at a crossroads. The promise of a single generic solution has proven difficult to maintain in practice, and specialised systems are gaining ground.

In the mid-2000s, Dutch municipalities were introduced to case-oriented working. The idea was clear: bring all processes under one generic system. From permit applications to public space notifications: everything became a case. One system was supposed to provide clarity, efficiency and transparency for citizens.

In the early years, this certainly had its advantages. Processes were streamlined and there was more uniformity in the way municipalities recorded their work. But it soon became apparent that one generic system could not handle everything. It worked fine for simple processes, but in more complex areas such as social support, licensing or enforcement, the functionalities fell short. Employees resorted to workarounds or separate files. This undermined the uniformity that the case management system was supposed to bring.

Today, we are seeing the pendulum swing in the other direction. More and more specialised packages are coming onto the market for enforcement, social services and licensing. The advantage: better support for professionals. The risk: fragmentation and information disappearing into silos once again.

This is precisely why the Common Ground movement was created. Municipalities are working together on a new way of providing information, in which data is no longer locked into a single application but is accessed and shared via open standards. This shifts the focus from 'the system' to 'the data itself'. It is a logical response to fifteen years of experience with case-oriented working, and at the same time an opportunity to prevent history from repeating itself.

Nevertheless, we must also be realistic: Common Ground is still far from commonplace. It requires intensive collaboration, technical innovation and years of further development. In the meantime, the amount of data continues to grow, archives are becoming fuller and the pressure on employees is increasing. Municipalities cannot therefore afford to wait until Common Ground is fully established.

Case management systems have proven their value, but they have also revealed their limitations. The pendulum swing between generic and specialised does not have to end in further fragmentation. The key lies in controlling data: ensuring that information remains accessible and reliable, regardless of which system is used. At MY-LEX, we help governments lay that foundation today by unlocking data, making it searchable and managing it sustainably.