The Flemish Human Rights Institute digitises case management in just 6 weeks.

The Flemish Human Rights Institute (VMRI) protects and promotes human rights in Flanders as an independent institution. This recently established organisation - which advocates for equal opportunities for all citizens and policymakers and makes the population more familiar with human rights - uses Nimbl's digital case management solution to handle reports and complaints from citizens efficiently and quickly.

VMRI was looking for a case tracking system at the launch of their website - in collaboration with Ordina - where citizens can easily report a violation of human rights. 

Thanks to the years of collaboration with the Agency for Internal Administration and participation in the framework contract for the digitalisation of the Flemish Government, Nimbl submitted its candidacy. Even a tight deadline of 6 weeks did not prevent the Anchr team from delivering this project on time and within budget. 
  
Due to our years of expertise and numerous projects within the government, Anchr was able to guarantee rapid development and implementation thanks to the complaint module within Adaptive Case Management.

Nimbl ensured a quick delivery of the back-office registration system for reports of human rights violations and complaints regarding discrimination. 
  
In exactly 6 weeks, the entire portal was built and implemented on the VMRI website. The analysis workshop started in early February. Four weeks later, after setting up all the technical aspects such as APIs, SharePoint setup, and access management, the demo was ready. The last two weeks before the go-live were used to finalize everything and to organise training for staff to ensure optimal use of the portal. 
  
Thus, the Nimbl team delivered a ready-to-use product 5 days before the launch.

With Adaptive Case Management, the VMRI does not miss deadlines, can provide quicker first-line assistance to victims, and increases the efficiency of the institution. 'The case management system ensures a clear task management and allows staff to collaborate better,' confirms Heidi. 
 
Reports from citizens are registered via the website and automatically forwarded to Adaptive Case Management from Nimbl. Case managers can follow up on all complaints and reports on a case-by-case basis through the case overview in the software. Thanks to this overview, deadlines are respected, no cases are lost, and waiting times are substantially reduced so that victims can be assisted more quickly.

Through the case overview, every case can be viewed in detail, and VMRI employees can address the progress and define clear action points. Below is an example of a case.

With the task-driven application implemented in the back-office tool (see the screenshot below), follow-up steps can be defined. For example, this includes conducting substantive analyses, preparing advisory documents, or an immediate transfer to the dispute resolution room.