Inactive Case Management in Professional Matching Portal
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Solution Overview
Problem
Existing portals lack efficient management mechanisms for handling inactive cases, such as those rejected by all matching professionals, timed out, or with insufficient matches, when users seek to hire an attorney.
Innovation Solution
A portal system that allows users to submit cases with specific criteria, sends case-offer emails to matching attorneys, flags inactive cases, and enables service providers to manually search and reassign them to new professionals, facilitating the management of inactive cases through automated and manual processes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated case matching is implemented, then case assignment efficiency is improved, but inactive cases accumulate forming a backlog
Solution Approach 1:
The system implements feedback mechanisms by monitoring case status and automatically identifying inactive cases. The platform receives feedback from the automated matching process about which cases remain unassigned, and this feedback triggers reassignment actions to clear the backlog while maintaining efficient automated processing for new cases.
Solution Approach 2:
The system dynamically adjusts case assignment by transitioning from purely automated assignment to a hybrid approach. Inactive cases are dynamically identified and subjected to manual reassignment, while active cases continue with automated matching. This dynamic adjustment prevents backlog accumulation without sacrificing overall assignment efficiency.
2Measurement precision
If manual review of all cases is performed, then case assignment accuracy is improved, but processing time increases
Solution Approach 1:
The system applies local quality by differentiating the level of review applied to different cases. Automated matching provides initial assignment for most cases, while manual review is applied locally only to inactive cases that require reassignment. This selective approach maintains accuracy where needed without increasing overall processing time for all cases.
Solution Approach 2:
Instead of performing complete manual review on all cases, the system applies partial action by conducting manual review only on the subset of inactive cases. This partial review approach sufficient to resolve the specific issue of unassigned cases without the time cost of reviewing already-assigned cases.
Data Source
AI summary
A portal allows a professional (e.g., an attorney) to be selected for hire based on a case that member users submit and allows a service provider to manage the cases that are inactive. Member users visiting the portal intake cases by entering criteria for selecting a professional. The portal includes a system platform programmed to automatically flag each of the cases that have timed out, returned no potential professional or an insufficient number of professionals matching the criteria, or been rejected by all the professionals matching the criteria, as inactive. A service provider visiting the portal can view the inactive cases that are automatically flagged. The portal allows the service provider to manually search for one or more professionals matching the criteria of an inactive case, manually refer one or more professionals in the inactive case, and unflag the inactive case.