Case management systems - Understanding stakeholders and their data needs

Case management systems are essential for organizing, tracking, and supporting service delivery across sectors like protection, health, education, legal aid, and social work. These systems don’t just store information, they support coordination, accountability, and impact measurement. As in all information management systems, there are several components to look at including Tools, Processes and People.

In this article, we focus on the People aspect and we go over a list of stakeholders involved in a case management system, their role and data needs.

To build an effective Case management system, it’s critical to understand who the stakeholders are and what data they need to do their jobs effectively. Case management systems serve a wide range of users and each stakeholder plays a distinct role and has specific data requirements.

1. Caseworkers and Field staff

Role: Frontline workers who interact directly with clients or beneficiaries.

Data needs:

• Case intake and client profiles for overview
• Service history and assessments
• Alerts and follow-up tasks
• Confidential notes and attachments

IM System design tip: Ensure offline access, minimal data entry burden, and privacy controls.

2. Supervisors and Case managers

Role: Oversee multiple caseworkers, ensure quality, consistency, and appropriate interventions.

Data needs:

• Caseload dashboards and summaries
• Case status by worker or location
• Compliance with SOPs or timeframes
• Escalation or incident tracking

IM System design tip: Use filters, create reports, and role-based review workflows (e.g. leveraging the Record detail view or the reviewer only field in ActivityInfo).

3. Monitoring & Evaluation or MEAL teams

Role: Track overall system performance, measure impact, and report to donors, support the creation of the information system.

Data needs:

• Disaggregated case data (e.g., by age, gender, location)
• Trends over time (referrals, outcomes, service types)
• Built-in dashboards or export-ready data for analysis, access to APIs

IM System design tip: Consider the indicators you will need early on and embed them in your forms.

4. Program managers/Coordinators

Role: Align operational data with program goals, allocate resources, contribute to the creation of the information system.

Data needs:

• Program KPIs and case flow related metrics
• Geographic and demographic breakdowns
• Gaps in service coverage or referrals

IM System design tip: Provide user-friendly dashboards and pivot tables (e.g. use Slicers on reports in ActivityInfo to allow users to interact with the reports)

5. Information management officers/System admins

Role: Build, maintain, and improve the case management system itself.

Data needs:

• Audit logs on user activity
• Data validation tools
• Data cleaning tools
• Import/export tools
• Data security features

IM System design tip: Maintain strong documentation, provide training, keep an open line of feedback so as to adjust the design based on the users’ needs..

6. Partners and Referral agencies

Role: External organizations providing complementary services.

Data needs:

• Referral data and case status updates
• Service delivery feedback loops
• Aggregate reports without personal identifiers

IM System design tip: Use shared reference forms if needed or restricted-access reporting views.

7. Donors and funders

Role: Provide financial support and require accountability.

Data needs:

• Outcome indicators and success stories
• Aggregated, anonymized statistics
• Timely, accurate reporting

IM System design tip: If necessary, align form design with donor logframes with the support of M&E, build high level reports, leverage data validation and cleaning for accurate reporting.

8. Beneficiaries or Clients

Role: Recipients of services and support.

Data needs (indirect):

• Timely, appropriate, and safe support
• Confidentiality and dignity in data handling

IM System design tip: Ensure and capture informed consent, put in the centre of the design data protection, confidentiality, and transparency.

Aligning the system with stakeholder needs

A Case management system should not try to do everything at once but it must be built with a clear understanding of its users. Use these tips to align the system’s design with stakeholder expectations:

• Map workflows and data flows before building forms. Have a workshop with key involved stakeholders to ensure you have covered all aspects.
• Prioritize core data needed for decision-making; avoid over-collection.
• Use role-based access to tailor visibility and edit rights. Ensure the technological solution you selected for your case management system offers robust case management capabilities.
• Document data definitions to avoid misinterpretation.
• Balance detail with usability, especially for field teams. Conduct feedback sessions and incorporate their insights.

Case management systems are most successful when they serve as a shared platform and not just a database. Understanding your stakeholders’ data needs is key to building a responsive, ethical, and efficient system. Whether you’re using ActivityInfo or not, keeping users at the center of design and implementation will ensure that your Case Management System leads to better outcomes for clients and communities.

Do you wish to explore how ActivityInfo could support your case management system needs? Never hesitate to contact us.