Government Case Management
with clear steps, audit trails and real-time reporting across departments.
Government teams handle high volumes of requests across many channels, but information lives in separate systems and inboxes. The result is slow handoffs, manual reporting and a heavy audit load. Typical pressure points include:
Scattered records: email, spreadsheets and line-of-business apps with no single view.
Manual collation for oversight: evidence packs and dashboards built by hand.
Auditability: decisions and timeframes hard to trace without a clear workflow trail.
Rising demand: FOI/RTI, complaints and permits competing for attention.
Bottom line: great intent and policies, but no single case system to manage them end-to-end.
Why Creatio powers this platform
- Change fast without re-platforming: configure pages, rules and dashboards yourself; connect to the systems you already use.
- Public-sector ready: templates for citizen service, communications and program work — adaptable for government processes.
- AI that helps, not hypes: ready-to-use AI agents for classification, knowledge, playbooks and next-best-action to speed up response and improve consistency.
Intake everywhere
Email, web forms and staff create cases automatically; duplicates are detected; related records and previous history are surfaced.
Triage & route
Set categories, priorities and SLAs; route to queues or specialists; use checklists and playbooks for consistent decisions.
Work the case
Tasks, notes, documents and approvals sit on one timeline; timers and escalations keep things moving; customers get updates.
Close and learn
Close with outcomes; declare the record to EDRMS; dashboards show volumes, ageing and performance so you can improve the process.
Faster decisions, clear accountability and real-time reporting.
Governance & assurance
Role-based access & audit trails across all case actions.
Service levels with timers, escalations and breach reporting.
Change safely with environments for dev/test/prod and a clear admin playbook.
AI that speeds things up
Auto-classify & route new cases.
Suggest replies & next steps based on knowledge and past outcomes.
Summarise case history for faster handovers and management review. (Creatio ships ready-to-use service agents to do this.)
Quick wins
Quick win (1–2 weeks): stand up one use case (e.g., enquiries or complaints) with a simple dashboard.
Pilot (2–4 weeks): add SLAs, approvals and a records handoff; train super-users.
Roll out (4–8 weeks): expand to more processes and add scheduled reporting. (Timings reflect typical Creatio case deployments.)
Change fast without
re-platforming
One case hub
Enquiries, complaints, FOI/RTI, incidents, permits and internal requests — all in one queue with clear ownership, timers and audit history.
Integrate & single view
Integrate finance, records, identity and line-of-business apps so staff work in one place and leaders see live status.
Reporting
Real-time service views plus weekly/monthly exports for ELT and committees — no spreadsheet stitching
Records alignment
Declare the “official record” at the right step to your EDRMS (Electronic Document & Records Management System) with the correct metadata and a link back to the case.
AI help built in
Ready-to-use AI agents for classification, knowledge, playbooks and next-best-action to speed up response and improve consistency.
It's all in the numbers
Source: Independent Nucleus Research. Interviews with Creatio customers migrated from Salesforce.
Explore more about Creatio
How Creatio and Workato fit together
Creatio = where people work
Screens, workflows, approvals, reports & dashboards
(your CRM / case & service hub).
Workato = what connects it all
Keeps systems in sync, moves data between apps,
and triggers the right next step automatically.
Together
Creatio is the front door + Workato is the plumbing
People work in Creatio.
Workato makes sure every connected system is updated.
Frequently asked questions
What is Creatio in simple terms?
Creatio is one place to run your CRM, case management and workflows – records, steps, reminders, reports and dashboards – that your team can update without long IT projects.
Do we have to replace our existing systems?
No. Keep what works. We connect Creatio so staff work in one place and you get a single view of data.
Can our staff make changes themselves?
Yes. Everyday updates to screens, steps, reports and dashboards are no-code. Deeper changes are low-code (still fast, with our help).
How quickly can we get something live?
We start with one high-value process and aim to ship an MVP in weeks, then iterate based on feedback.
What’s a good first process?
Something visible and contained (e.g., service requests, permits, admissions, incident/case handling, or a sales/service pipeline.)
How does integration work? Can you connect on-prem or older systems?
Yes. We connect cloud and on-prem apps and keep data in sync. For complex cross-app flows we pair Creatio with Workato.
Is it secure? Where is our data?
You own your data. Access is role-based; changes are audited. Hosting/location options are available – ask us about what fits your policies.
Does it work on mobile?
Yes. Creatio includes mobile-ready experiences—no separate app build needed.
How do we buy/procure?
Normal commercial routes, or via LocalBuy in QLD, NT & Tasmania (we also support councils and agencies nationally). We’ll guide you through either path.
What training do we get?
Hands-on enablement from TriMation plus Creatio Academy (free, self-paced courses, live classes and certifications).
What happens after go-live?
We run a tight feedback loop, improve quickly, and enable your team to handle day-to-day changes with guardrails. Support options are available
Can we migrate from spreadsheets or another case management platform?
Yes. We can import data in stages and run in parallel while you switch over safely.
Will we be locked in?
No. Data is exportable, integrations use open connectors, and your configuration is documented. You keep control.
How much does it cost?
Pricing depends on scope (users, modules, integrations). We provide a short scoping estimate up front and start small to prove value before scaling.
What about AI? How is it used?
AI is assistive: it can suggest steps, map data and summarise records. You choose where it’s used and we set sensible controls.
We have unique needs - can you build something specific?
Yes. We offer Custom Builds alongside Creatio for specialised workflows or UX, while keeping your single view of data.