When a public sector organisation or large company is faced with choosing a new case management system, it is not uncommon for the procurement process to feel both complex and time-consuming. Technical requirements, functional needs and legal guidelines must be combined in a document that is both clear to suppliers and secure for the organisation.
In this guide, we go through what you should consider when procuring a case management system – and what you should demand from the supplier to ensure a long-term and sustainable solution.
What does a digital management system do – and how does it support the organisation?
A case management system is a digital solution that makes it possible to track, manage and document various types of cases – everything from support requests to internal deviations. The system creates structure in daily work and gives both employees and management insight into status, division of responsibilities and history.
For many organisations, this is the hub of internal communication and business development. A modern case management system such as the one offered by Nilex can also include features such as deviation management systems, e-signing and integrated management systems – providing a comprehensive solution rather than just a simple case log.
Step-by-step: How to prepare your procurement
Procuring an IT system is a strategic decision. Therefore, the process should be firmly rooted in the organisation’s goals, requirements and future plans.
1. Map needs and workflows
Before you begin, you should understand what types of cases you handle today – and what types you want to be able to handle in the future. Example:
- Support cases
- Internal deviations
- HR matters
- IT fault reports
- External customer enquiries
It is also important to involve the user groups who will be working with the system on a daily basis. What is missing today? What features would simplify their everyday lives?
2. Set functional and technical requirements
Once the needs are clear, it is time to translate them into requirements. Here are some examples of requirements you can include in your procurement:
- Ability to create your own forms and flows
- Support for automatic reminders and SLA follow-up
- Integration with existing systems (e.g. intranet or AD)
- Role and authorisation management
- Scalability for multiple departments or municipalities
If security is a high priority (which it often is), you should also include requirements such as data storage within the EU, SSO and possible e-signing.
3. Evaluate the supplier’s expertise and support
It is not enough to just look at features. A reliable supplier also offers:
- Solid experience of similar implementations
- Simple user interface requiring minimal training
- Customer references in the public sector or similar industry
- Accessible and competent support
- Clear onboarding and documentation
In this case, it may be wise to request a demo or test environment, where different users can evaluate the system in practice.
Specific forms of procurement to be aware of
In the public sector, procurement is usually carried out in accordance with the Public Procurement Act (LOU). There are various procedures:
- Simplified procedure – for procurements between SEK 700,000 and approximately SEK 2.3 million
- Open procedure – for larger procurements, where all suppliers are allowed to submit tenders
- Negotiated procedure – for more complex solutions, where requirements and solutions can be developed together with the supplier
Regardless of which procedure you choose, it is crucial that the requirements specification is well thought out and clear. A system such as Nilex can then show exactly how their solution meets your requirements.
Why choose Nilex for your procurement?
At Nilex, we are an established provider of flexible and user-friendly case management systems for both the public and private sectors. The platform is designed to be tailored to different needs – whether it’s deviation management, customer support or internal improvement processes.
Some compelling reasons to choose Nilex:
- Customisable: Build your own case types, flows and forms
- Scalable: Suitable for municipalities and international companies alike
- Integrated: Support for e-signing, document management and connection to management systems
- Secure: Hosting in Sweden and compliant with GDPR and security requirements
In addition, we offer dedicated onboarding and ongoing support – something that is often underestimated but crucial to a successful implementation.
Summary: How to succeed in procurement
Successful procurement is as much about understanding your business as it is about understanding technology.
When procuring a case management system, don’t just focus on current needs – consider the type of workflows and collaboration you want to enable in three or five years’ time. Choose a supplier who can be with you every step of the way – from initial implementation to further development and management.
Would you like to know more about how Nilex can help you take the next step? Read more about our solutions for case management, deviation management systems, e-signing and management systems – or contact us for a personal demo.
