RFI for Cloud-Based Case Management System

A request for information has been issued for the provision of a cloud-based, commercial off-the-shelf case management system. The system must include all relevant commercial software licensing, hosting, and comprehensive support services to facilitate investigations and hotline management activities. The solution should feature offline access capability, enabling users to work with case documentation even when a network or VPN connection is unavailable, while implementing controls to avoid data conflicts between online and offline edits.

The case management system should support various system administration roles with customizable permissions for managing complaints and workflow processes. It must provide a parent–child case structure, version control for documentation (retaining only the final version upon case closure), and advanced hotline management features. The solution should offer robust querying, reporting, and data visualization tools, mobile access or applications for evidence management, and the ability to ingest and process electronically stored information.

Other required features include user-configurable email notifications for actions such as expense submissions, visibility into the full spectrum of case activities and document history, and the capability to capture submissions from diverse channels such as phone, fax, and mail through the system’s interface.