Client Overview
Client: Independent Policing Oversight Authority (IPOA)
Mandate: Oversight in police work and activities
Contracting Agency: US State Department, Bureau of International Narcotics and Law Enforcement Affairs (INL)
Services:- Case Management System
- Enterprise Resource Planning System (ERP)
- Customer Relationship Management System (CRM)
- Business Intelligence (BI)
- Call Center and IP Telephony Setup
- Data Center and Disaster Recovery Site Build
- Document Management System
The Challenge
The Independent Policing Oversight Authority (IPOA) plays a crucial role in overseeing police activities and ensuring accountability within Kenya's law enforcement agencies.
As a watchdog organization, IPOA is responsible for receiving, processing, and investigating complaints against police misconduct, with the ultimate aim of promoting transparency, justice, and public confidence in the police force
However, the organization's manual case management system posed significant challenges, impeding its ability to effectively carry out its mandate.
Faced with issues such as :
- Document misplacement
- Cumbersome reporting processes
- Inefficient communication channels
IPOA needed a comprehensive digital solution to enhance its operational efficiency and transparency.
This case study explores how Info Gain partnered with IPOA to transform its case management system, leading to remarkable improvements in service delivery and oversight capabilities.
Project Overview
To approach the transformation of IPOA's case management system, Info Gain began with primary research, conducting in-depth interviews and workshops with IPOA stakeholders.
These sessions provided firsthand insights into existing processes, pain points, and desired outcomes.
"The interviews were eye-opening. They revealed the extent of the inefficiencies and the urgent need for change," said George, CEO of Info Gain Consulting.
The primary problems identified included:
- Lack of transparency in case tracking
- Frequent document misplacements across departments
- Inefficient communication channels
All of which contributed to prolonged case lifecycles and diminished service delivery.
Info Gain considered various solutions to address these challenges. Each alternative was scrutinized based on its potential to address the root causes identified during data-driven analysis.
"Info Gain’s approach was comprehensive. They didn’t just propose a digital solution; they ensured it was tailored to our specific needs," commented the IPOA Board Chair.
Challenges Encountered
Solutions Implemented
Digital Platform Integration:
Implemented a comprehensive digital system integrating records management, complaints handling, investigations, and legal processes.
Document Management System:
Established a standardized system for document digitization and management to ensure accessibility and reduce misplacement risks.
Real Time Reporting and Analytics:
Developed a business intelligence dashboard for real-time monitoring of case progress and performance metrics
Infrastructure Upgrades:
Enhanced data security with building a Tier 3 data center and redundancy site to meet regulatory standards.
The Results
Efficiency Gains:
Reduced average case processing times from 3 months to 21 days, enhancing operational efficiency.
Improved Document Management:
Virtually eliminated file misplacement issues, improving transparency and accountability.
Enhanced Decision-Making:
Empowered stakeholders with real-time insights for informed decision-making and resource allocation.
Data Security:
Strengthened data protection measures, ensuring compliance and safeguarding sensitive information.
Operational Readiness:
Equipped staff with necessary skills to maximize system utilization, fostering a culture of efficiency and accountability.
Get Involved
To receive a free white paper on Case Management Systems and learn how Info Gain can help transform your organization's operations, click on the link below Case Management System White Paper or contact us at enquiries@infogainconsulting.com
Transform your case management process today with Info Gain Consulting
Take a look at our Case Management Solution