There isn't one market for case management because all cases are not the same. Gartner distinguishes two types of cases. In decision-centric cases, the purpose of the work effort is to make a decision about rights, entitlements, payments, enrollment, priorities, risk or some other high-impact outcome. In investigative cases, the outcome is uncertain; the purpose of the work effort is to identify interaction patterns among data. When the case is created, it often has very little data and structure. As the investigation progresses, data is added and patterns begin to appear. Fraud detection and criminal investigations are leading examples of this type. Both decision-centric and investigative cases have a heavy dependence on semi-structured and unstructured information. Two dimensions — workflow and data type — have brought BPMS and ECM vendors into this emerging market.
The nexus of forces, which is the convergence of four powerful forces: social, mobile, cloud and information, is driving innovation in the government sector, according to Gartner, Inc.
"Smart government integrates information, communication and operational technologies to planning, management and operations across multiple domains, process areas and jurisdictions to generate sustainable public value," said Andrea Di Maio, managing vice president at Gartner. Gartner has identified the top 10 technology trends that government IT organizations should factor into their strategic planning processes.