Casework

Set up the stages each kind of Case goes through, who handles each one, and how long it should take. Casebridge sets the due dates, can move overdue Cases on, and records every change.

Stages

A Case type lists its stages and the moves staff can make between them. The stage flow shows the whole process, including the moves Casebridge makes by itself.

Stages with their own colour and deadline
Only the moves you allow are offered
Assign a Case automatically as it enters a stage
Access to view, move, assign, or edit, set per role

The stage flow of the Corporate complaint Case type: Received, then Stage 1 investigation, which moves to Escalated by itself when overdue, then Stage 1 response sent, Stage 2 review, and Closed. Received can also go straight to Closed. — Stage flow

Deadlines

A deadline can be in hours, days, weeks, or working days. Working days skip weekends and England and Wales bank holidays, taken from GOV.UK’s own list, and count from the day after the Case enters the stage.

The due date is set as the Case enters the stage
Overdue Cases can move on and be reassigned by themselves
A Case can also move on when its answers meet a condition
The Cases list can show only overdue Cases

A complaint at Stage 1 investigation. A staff-only note says the round was missed after a vehicle breakdown. Beside it are the applicant’s name, email, phone, and address, and the deadline card with the due date. — Case

Licences, permits, and badges

Some services end in something the resident holds, such as a badge, permit, or licence. A stage can issue it as a record with its own number and expiry date, and staff or later stages can renew, amend, suspend, or revoke it.

Record numbers and history are permanent
Reminders before expiry through GOV.UK Notify, with a link to renew
Stage actions run in order, and one that fails holds the rest until someone on your team deals with it

An active Blue Badge record: its record number, the dates it took effect and expires, when it was issued, the holder’s name, phone, and address, and its eligibility and badge type. — Record

Also included

Messages to the applicant

Emails and texts through GOV.UK Notify when a Case arrives or moves stage. Each shows whether it was sent, and one that failed can be sent again.

Notes and replies

Write to the applicant from the Case, or leave a note only staff can see, with files attached.

History

Every stage move, assignment, and edit, with who did it and when, including the moves Casebridge made by itself.

People

An applicant’s Cases are linked by their email. Staff can see them together, export what’s held about them, or erase it once nothing still needs it.

Several Cases from one form

A submission can open a different Case type depending on the answers, or more than one.

Case type versions

Changing a Case type makes a new version. Open Cases stay on the version they started with, so a change never rewrites Cases already in progress.

Talk to us

Tell us which service you have in mind, and we’ll show you how it would work in Casebridge.