CASE MANAGEMENT SOFTWARE FOR GOVERNMENT AND LOCAL GOVERNMENT

Secure, accountable case management for the public sector

IIZUKA's Case Manager is a cloud-based case management platform that helps central government departments, regulatory bodies, local authorities and arms-length public bodies handle confidential casework securely, meet statutory reporting requirements, and route cases efficiently across teams and departments. It's the same trusted platform used across policing, health and the charity sector — configured to meet the security, accountability and scale demands of government.

Case Manager is G-Cloud approved, ISO 27001 certified and Cyber Essentials Plus accredited, and already manages confidential casework for departments including the Department of Health and Social Care, Care Quality Commission and local authorities including Liverpool, Swansea, Carlisle, Cumberland, Durham and Lambeth.

BUILT AROUND THE WAY GOVERNMENT CASEWORK ACTUALLY WORKS

Public sector casework carries a different weight to commercial CRM: cases are statutory, decisions are auditable, and information often needs to move securely between teams, departments or partner organisations without ever becoming visible to people who shouldn't see it. Case Manager is configured for that reality:

  • Role-based permissions down to field level, so sensitive or security-classified case details are only visible to authorised staff, while the wider team can still progress a case.

  • Full audit trails on every case, recording who accessed or changed a record and when — essential for FOI requests, internal review, ombudsman enquiries and regulatory audit

  • Cross-department and cross-team case routing, so a case can move from intake, through investigation or assessment, to a decision-making team, without re-keying data or losing the case history

  • High-volume automated intake, able to accept referrals and applications at scale from public-facing forms, partner organisations or other government systems

  • Configurable statutory workflows and decision stages, matched to your service's specific legal or regulatory process rather than a generic "ticket" model

  • Secure document and evidence handling, keeping supporting documents attached to the case record with the same access controls as the rest of the case

  • Multi-agency information sharing, so partner organisations — police, health, other departments — can securely contribute to a shared case where appropriate, with permissions controlling exactly what each party can see

MANAGE EVERY STAGE OF THE CASE, FROM INTAKE TO STATUTORY OUTCOME

IIZUKA supports practitioners from first referral through to case closure.

Intake & triage. Capture referrals, applications or complaints from public-facing forms, phone, post or partner systems, and triage them to the right team automatically based on rules you define.

Investigation or casework. Give caseworkers a single, structured view of the case — evidence, correspondence, actions taken and deadlines — with the ability to record findings against a defined process.

Decision & outcome. Record decisions, approvals and sign-offs with a clear audit trail of who authorised what, and automatically generate the statutory notifications or letters a case requires.

Statutory & regulatory reporting. Produce the reports your service is required to submit — to a regulator, a minister, a select committee, an ombudsman or your own board — directly from case data, rather than rebuilding reports manually.

Audit & review. Every action on a case is timestamped and attributable, so internal audit, FOI responses and external review can be handled quickly and with confidence in the record.

SAVE OFFICER TIME, REDUCE RISK AND DEMONSTRATE ACCOUNTABILITY

Government and local authority teams are under constant pressure to do more with fewer resources while remaining fully accountable for every decision. Case Manager is built to help with both:

  • Automated intake and routing removes manual re-keying and gets cases to the right team faster

  • A single case record — rather than case details spread across email, spreadsheets and shared drives — cuts the time officers spend chasing information

  • Configurable statutory workflows reduce the risk of a step being missed or a deadline slipping

  • Full audit trails mean an FOI request, ombudsman enquiry or internal review can be answered from the system directly, rather than reconstructed after the fact

  • Reporting that would otherwise take days of manual collation can be generated directly from live case data

REPORTING YOUR STAKEHOLDERS CAN RELY ON

Whether you're reporting to a regulator, a departmental board, elected members or a funding body, Case Manager gives you reporting built on the same data your caseworkers use day to day — not a parallel spreadsheet that has to be kept in sync manually. Build the specific reports your service is required to produce, track caseloads and performance against targets, and demonstrate outcomes and accountability with confidence that the underlying data is accurate and current.

IIZUKA provides real-time data analysis and reporting that helps you understand:

• Referral volumes and trends

• Caseloads and practitioner workloads

• Waiting times

• Outcomes achieved

• Service performance

• Contract delivery

• Compliance and quality assurance

Generate reports quickly and confidently, reducing manual effort while providing the evidence needed for funding, governance and continuous improvement.

SECURITY AND CONFIDENTIALITY YOU CAN TRUST

Public sector casework routinely involves highly sensitive, sometimes security-classified information, and the consequences of a data breach or an FOI response built on an incomplete record are serious. Case Manager is built with that in mind:

  • Role-based permissions ensure staff only see the information relevant to their role

  • Comprehensive audit trails record every access and change, supporting FOI, ombudsman and internal review processes

  • IIZUKA is ISO 27001 certified and Cyber Essentials Plus accredited, and Case Manager is G-Cloud and VAS approved, meeting the procurement and security standards public sector buyers require. All development, client services and support staff with access to sensitive customer data hold SC clearance

  • Data is securely hosted in the UK, with disaster recovery in place, and Case Manager maintains 99.9% platform availability

INTEGRATES WITH THE SYSTEMS YOU RELY ON

Government and local authority services rarely run in isolation. Case Manager connects to the systems around it through a standards-compliant public API, and integrates with other software including Microsoft 365, Google services and web-based public intake forms — allowing referrals and applications to flow in automatically from citizen-facing services, partner organisations or other government systems, and case data to flow out to the reporting and analytics tools you already use.

FREQUENTLY ASKED QUESTIONS

  • Case management software for government and local government is a secure system that lets public sector teams record, investigate and resolve statutory casework — referrals, applications, complaints or investigations — in one auditable system, while controlling exactly who can access sensitive or confidential information. Case Manager is configured specifically for the accountability, audit and reporting requirements of public sector casework.

  • Yes. Case Manager has been used by individual local authority teams handling a specific service area through to national departments such as the FCDO and CQC managing casework at scale. The platform scales from a handful of users to large, multi-team enterprise deployments, with pricing based on the number of users, or, for our largest customers, a site licence.

  • Yes. Case Manager is available via G-Cloud, VAS or DWS2 and IIZUKA is ISO 27001 certified and Cyber Essentials Plus accredited and GDPR compliant, meeting the standards required for public sector procurement and information security.

  • Every action on a case in Case Manager — who accessed it, what was changed, and when — is recorded in a full audit trail. This means FOI responses, ombudsman enquiries and internal reviews can be answered directly from the system rather than reconstructed manually from emails and spreadsheets.

  • Yes. Cases can be routed between teams or departments as they progress, with role-based permissions ensuring each team only sees the information relevant to them, while the full case history is retained. Case Manager is flexible and intuitive and customers can manage their configurations easily to take account of changes in workflow or responsibilities.

  • Yes. Case Manager has a standards-compliant public API and integrates with Microsoft 365, Google services and web-based forms, and can accept automated referrals and applications from citizen-facing services and partner systems at volume. Our data import tool means that existing casework can be easily imported into Case Manager.

TRUSTED BY GOVERNMENT AND LOCAL AUTHORITIES

Organisations across government, criminal justice and the third sector choose IIZUKA’s Case Manager because they need more than a database.

They need a trusted platform that combines flexibility, security and long-term reliability.

With decades of experience delivering complex case management solutions, IIZUKA understands the challenges and provides technology that helps them respond with confidence.

Click here to read some of our case studies.

CUSTOMERS WHO HAVE TRUSTED CASE MANAGER:

CASE MANAGER: ONE PLATFORM, CONFIGURED FOR YOUR SECTOR

Case Manager is IIZUKA's single case management platform — the same secure, reliable, cloud-based system configured differently for each sector we serve, from five-user teams to enterprise government deployments.

Contact us to talk about your service, or request a demo.

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