INVESTIGATIVE CASE MANAGEMENT

MERP Systems Inc

INVESTIGATIVE CASE MANAGEMENT FOR

MICROSOFT DYNAMICS 365

MERP Systems, Inc. has developed an Investigative

Case management system, enabling the efficient

management of complaints, from receipt through

resolution and reporting.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

CHALLENGES

The independent body required a new solution to

replace a legacy complaint/case management system

using both paper and a Microsoft Access database. Core

client requirements were that complaints could be

handled via an internal workflow system that was adept

at managing permissions, had the functionality to view

and add comments, insert media files or PDFs to existing

cases, develop customized fields for data entry as well as

displaying the status of each complaint/Case. Staff

needed functionality to assign cases to appropriate case

workers as well as gain access to specific documents on

case files. On top of this, the client required an efficient

reporting mechanism for submitting reports that

allowed for measurement against key performance

indicators.

SOLUTION

MERP Systems developed a comprehensive case

management solution leveraging the power of the

customized Dynamics 365 using SharePoint, XpertDocs

and DocuSign. The complaint comes through XML into

the Dynamics 365 mailbox directly, which will be

detected by the system and gets converted into triage

automatically.

SharePoint is an excellent document management and

team collaboration tool. Moreover, SharePoint offers

substantially more storage space than Dynamics 365.

XpertDocs is a third-party solution used to create word

templates by getting data from Dynamics and merging

multiple documents including attachments such as

images, word files, TTF files, PDF’s and many more.

DocuSign allows sending reports for digital signatures to

multiple participants very quickly, from almost anywhere

in the world, on practically any device.

The processed XML’s are logged into Dynamics and notifications are sent at the time of exception and duplications are

recorded.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

Triage will be editable for all the supervisors present into the system. Once review triage is reviewed/updated, The

supervisor can close or convert Triage to the Case from Disposition tab.

All the changes made by the supervisor will be recorded into the system and can be seen into the Audit History Report.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

Once the triage will be converted to the case, all the information will be copied to the case and additional information

fields will be available for the assigned supervisor and investigator.

Evidences are stored in the Evidence entity which is connected with SharePoint where all the attachments will be stored.

All the case related documents will also be stored into the SharePoint.

In Case, the investigator can start case plan and add all

the parties involved into the case such as Subject,

Witness, Victim, Project Owner, Multiple Contractors,

Excavator, Operator, Locator, Investigator OR Others.

The Contact Hierarchy of the parties involved into the

case, can be viewed anytime into the case. This

hierarchy is exportable in .pdf format.

After all of the parties and evidences are included. Report of Investigation will be created by the investigator by a single

click which includes all the case information, party information. The evidences will be automatically pulled from the

systems and will also attached into the Report of Investigation word file. The report can be edited by the supervisor when

it will be submitted for review by the investigator. A digital copy of report will be sent to the supervisor and investigator

for digital signature to their email addresses. The signed copy will be automatically be synced into the systems once the

report will be signed by both the users. The whole transmission will be made through automated email notifications.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

Along with that other reports like Report of Interview, Information Report, Advisory Letter, Informal Closing Report,

Closing Report, Notice of Probable Violence, Referral can be created and digitally signed by the corresponding users.

Dashboards

Separate Dashboards are created for the attorney, chief investigators, supervisors and investigators, here they can see all

the pending tasks for them.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

Timesheet and Time entry

The time spent on the cases can be entered into the Time entries by investigators and supervisors which will be approved

by their managers. Report for the month can be downloaded by the managers.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

SSRS Reports

Some reports are built on SQL Server Reporting Services, which can be exportable in any formats like PDF, Word, Excel,

PPT, CSV, MHTML etc.

Information to CPUC upon Board Action: Report based on Commodity Type, Start Date, End Date to get Subject and

Excavator Information.

Investigations Overview: Fetch all the cases reported in a date range

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

Metrics for Case Management: A report which provides a matrix of all the cases including how many cases assigned, how

many cases closed, how many cases currently open, average length of open cases, Average length of closed cases..

Time spent on a user defined case by multiple users: Gives report of the time spent by a user on a particular case between

a date range.

MERP Systems, Inc. 2201 Cooperative Way Suite 600 Herndon, VA – 20171 info@merpsystems.com (703)-501-3443

Time Matrices Report: Combination of Report wizard and

SSRS report with non-mandatory filter criteria, provides

the time spent on a particular category by the user

between a date range.