System Messaging Center for Case Workers

Many of the actions that are performed by our users (primarily case workers) involve background processes. Some of

Many of the actions that are performed by our users (primarily case workers) involve background processes. Some of the user actions have batch dependencies and depending upon the type of batch, the work may be done in few minutes to a day. There are times when some of the actions take longer than usual or fail. In case of delays, users are used to refreshing the screen constantly. In case of errors, there is no feedback to users and users are left to figure out the reason of failure on their own and hope that one of the hundreds of work arounds will work. All-in-all, the user experience is very sub-optimal for a system they use in 2022.

A "system messaging centre" for Case Workers (not administrators) to visualize the work that they are waiting on because Curam initiated a background job (e.g. case activation, reassessment from apply changes) or has batch dependencies (e.g. reassessment for a large complex case). The function would provide:

1) - list of all pending and recently completed and especially errored items. There should also be a way for user to look at their older failed actions (say up to a month).

2) - for items that error out, a way for user to see what caused the error. The expectation is that the error (handled errors) would give users a clue about what caused the issue and enable them to retry the function after fixing underlying issue.

3) - the center/console would also have ability to provide realtime push notifications for when the processing that user is waiting on finishes/errors out. Kind of a bubble notification in say top right corner of Curam (web outlook style or any modern website style). The notification would be visible irrespective of whichever client/case/tab user is working on

Existing functions like Process Instance Search/Errors are too technical, are administrator focused (and not case worker focused) and even for administrators, the functionality is unusable most of the time. In any case, it doesn't cover batch jobs and doesnt provide realtime push notifications.

We expect that with the introduction of the system messaging center, our users will have higher degree of self sufficiency and will reduce the big turn around times for cases/client files stuck because of known technical errors.