One of Australia's largest superannuation funds, QSuper has been named a Silver Winner in the 2012 Global Awards for Excellence in Adaptive Case Management (ACM).

The awards are co-sponsored by the Workflow Management Coalition (WfMC),  a global organisation of adopters, developers, consultants, analysts, as well as university and research groups engaged in workflow and BPM (two of the main elements of ACM).

Finalists and winners were selected by a panel of 16 judges drawn from experts in this field, headed by an Advisory Panel comprising Tom Koulopoulos, Delphi Group, Hugh McKellar, KMWorld and Connie Moore, Forrester Research.

QSuper is a superannuation fund for current and former Queensland government and related entity workers. The OpenText ECM user is one of Australia’s largest superannuation funds and more than 600 employees, QSuper manages more than $A30 billion in funds for over 540,000 members.

QSuper’s use of case management companywide has resulted in significant benefits and ROI in terms of cost reduction, increased efficiency, improved customer experience, decreased risk and business continuity planning.

QSuper’s case management system, called workQ, handles 78% of business processes (140 out of 180). workQ is used across QSuper from the knowledge workers processing claims, to business operations and information technology staff, to mid and senior level management. Sixty percent of business operations staff currently use workQ (198 out of 338), with plans to roll out to 100%.

“These winners showcase adaptive case management at its very best, and I believe, raise the bar for all BPM software vendors, “says Connie Moore, Vice President and Principal Analyst, Forrester Research.

“Why? Because these companies have automated complex, customer-facing processes that take the drudgery and inefficiency out of work while providing an unprecedented automation level for business flexibility, compliance and transparency.

“These solutions are not BPMS as usual; they integrate the best of both worlds—human decision-making and automation—empowering the workforce to apply human judgment to complex situations while also automating complex work flows between customers, partners, external parties and managing the interrelationships between high volumes of documents, data, collaboration artifacts and other information.”

Having a single member view in workQ significantly improved the level of staff knowledge about members and their interactions with QSuper and led to a 38% reduction in effort required to manage cases across business units. And, allowing QSuper supervisors to dynamically manage their staff has resulted in a 99% reduction in the manual effort required to report on workflow management statistics.