eCase Help :: eCase Features and Benefits

eCase Features and Benefits

eCase allows you to log, process, and respond to all your correspondence in one place, helping to ensure consistent responses and minimise duplication of work. Highly flexible, eCase can be easily tailored to fit any organisational structure or case management process, all while ensuring full compliance with relevant legislation.

eCase offers a range of features designed to support and enhance your processes. The information below outlines these features and their benefits.

To learn more or explore specific features in detail, please contact your eCase Experience Group.

Feature	Description	Benefits	Help
Access Controls	Access Controls manage the access to case types based on how a user's account is configured. Specifically their assigned team, case type and role. eCase has two types of access control, enabling greater control of sensitive cases: Role Based Access Control (RBAC) - will allow configuration of specific case types and/or teams to be marked as sensitive. Users will then require a matching role for the case type and/or team to access the case Fine Grained Access Control (FGAC) - is case specific. It allows you to restrict access to a case on an individual basis, ideal for handling highly sensitive cases or exceptions to RBAC. i.e. should a single case specifically grant or deny access to either people and/or teams.	Secure Case Management Restricts access to sensitive case types and information, ensuring only authorised users can view or manage them. Role-Based Access Control (RBAC) Automatically grants access based on a user’s role, team, and case type, reducing the risk of inappropriate access. Allows specific case types or teams to be marked as sensitive, enhancing confidentiality. Fine-Grained Access Control (FGAC) Offers case-by-case control, allowing you to grant or deny access to specific users or teams for individual cases. Ideal for handling exceptional or highly sensitive cases that require additional privacy. Minimises Risk of Data Breaches Prevents unauthorised access to sensitive information, supporting data protection and regulatory compliance. Supports Accountability and Auditability Clearly defines who can access what, making it easier to track access and respond to audits or investigations. Reduces Human Error Users only see cases relevant to their role and permissions, decreasing the chance of accidental access or mishandling. Simplifies User Experience Displays only relevant cases to each user, reducing screen clutter and improving ease of navigation in eCase. Supports Compliance with Information Governance Policies Aligns with internal and external requirements regarding access control and secure data handling. Centralised and Configurable Control Access permissions are managed centrally within eCase, ensuring consistency and reducing the need for manual intervention.
Anonymisation	Case Anonymisation allows you to set up automated anonymisation schedules based on case type. It enables the removal of personal or sensitive information from specific parts of a case, such as contact details, case notes, correspondent notes, email responses, and documents, while retaining the rest of the case for reporting purposes. You also have the ability to anonymise case data on an individual case basis.	Supports Data Protection Compliance Helps meet GDPR and other data privacy obligations by removing personal information after it is no longer needed. Customisable Anonymisation Schedules Schedules can be automated and set per case type, allowing the process to align with your organisation’s retention and data management policies. Selective Data Anonymisation Automatically anonymises specific areas of the case that may contain personal information, such as: Contact details Case notes Correspondent notes Email responses Documents Ensures sensitive data is protected while keeping the case structure intact. Preserves Reporting Capability The anonymised case remains on the system for reporting and analysis, allowing insight into case volumes, trends, and outcomes without exposing personal data. Manual Anonymisation Option Provides flexibility to anonymise individual cases on demand, supporting ad hoc requirements or specific case handling needs. Reduces Risk of Data Breach or Misuse By removing identifiable information when no longer required, the risk of unauthorised access or data breaches is significantly reduced.
Automated Reminders	Automated Reminders are a function that allow you to set up automatic follow-up emails for contributions and QA requests. A rule is created in eCase specifying when to send the reminder and which email template to use. These reminders can be scheduled either before or after the target date. The reminder emails can be customised based on the type of contribution or QA, as well as by case type . All chaser emails will be recorded on the contribution or QA.	Reduces Manual Workload Automatically sends reminder emails based on rules you define - saving time spent manually chasing contributors or QA reviewers. Customisable Rules and Timing Set reminders to go out before or after the target date. Choose the exact timing and email template that fits your process needs. Tailored by Case and Contribution/QA Type Different reminder rules can be applied depending on the type of contribution or QA, as well as the case type. Ensures the right message is sent to the right person at the right time. Consistent and Professional Communication Use standardised email templates for reminders, promoting clear and consistent follow-up messaging. Full Audit Trail All chaser emails are automatically logged against the relevant Contribution or QA request. Maintains transparency and makes it easy to track all activity. Improves Timeliness and Accountability Helps ensure responses and approvals are received on time, reducing delays in case handling. Keeps cases moving forward without constant manual oversight.
Batch Responses	Batch Responses is a feature that allows you to respond to a set of related correspondence cases using a standardised response, which can be tailored to the individual correspondent using mail merge fields. Responses can be sent via email or letter. Each response can be reviewed and tailored to an individual correspondent if required. Once the responses have been sent, the associated cases can be closed in bulk. If a similar request is received in the future, it can be added to the Batch and responded to using the pre-approved response document and email template.	Efficient Handling of High-Volume, Repetitive Correspondence Allows you to respond to multiple related cases at once using a standardised response, saving significant time and effort. Customisation with Mail Merge Fields Personalise each response with case-specific details (e.g. name, reference number), using mail merge fields ensuring relevance without manual editing. Flexible Delivery Options Send responses via email or letter, supporting different communication preferences and requirements. Quality and Consistency in Messaging Use a pre-approved response document and email template, ensuring all replies meet organisational standards and a consistent tone. Individual Review and Tailoring Each response within the Batch can be reviewed and edited individually, offering the flexibility to adjust tone or content where necessary. Bulk Closure of Cases Once responses are sent, all related cases can be closed in a single action, streamlining case resolution. Quick Response to Recurring Requests If a similar request is received later, it can be easily added to an existing batch and processed using the same approved response materials. Reduces Administrative Burden Minimises repetitive work and manual copying, freeing up time for more complex casework. Improves Response Times Enables faster turnaround for high-volume or campaign-driven correspondence, improving overall service levels. Supports Transparency and Auditability Maintains a full record of all responses sent and associated case closures, supporting accountability, compliance and audit readiness	Batch Responses help
Bulk Reports	Bulk Reports are used to create multiple bespoke reports tailored to your specific requirements using case data in eCase. Bulk Reports are produced using reusable report templates, ensuring consistency across your reports. Once a template is created, the report can be run at any time. The relevant data is automatically populated based on the predefined report parameters. This helps to improve efficiency as you can run a report at the click of a button. No need to manipulate report/data each time it is run. Standard templates can be shared with multiple teams as the data visibility is governed by access controls. This ensures users only see information they are authorised to view.	Efficiency Through Reusable Templates Predefined report templates allow instant report generation without the need to recreate filters or formatting each time. Improved Consistency and Accuracy Standardised templates ensure consistent, reliable outputs aligned with your organisation’s reporting standards. One-Click Report Generation Reports can be run quickly with a single action, saving significant time compared to manually preparing reports. No Manual Data Manipulation Needed Data is automatically populated into the template based on defined parameters - no reformatting or manual editing required. Supports Team-Wide Reporting Templates can be shared across teams, enabling consistent reporting practices and reducing duplication of effort. Reports respect eCase’s access controls, ensuring that users only see data relevant to their role or team, when using shared templates. Scalable for Regular and Ad-Hoc Reporting Ideal for routine reporting (e.g., weekly updates) or ad-hoc data requests, with no extra setup required each time. Enhances Productivity Reduces the admin burden on staff by eliminating repetitive tasks and ensuring reports are ready in seconds.	How to extract case data using Bulk Reports (Duration = 22 minutes)
Clarification	A clarification request can be processed via eCase. If the original request lacks sufficient information, or, for a Data Protection case, the data subject requires verification, a clarification request can be sent to the correspondent. Depending on the case type the clock can be paused or discarded and will not be recalculated until the information has been received. The case can be moved to an Awaiting Clarification tab, where it will stay until the required information or identification is received. Email templates with standard wording can be created for different scenarios.	Streamlined Clarification Process Easily send a clarification request when a submission lacks sufficient detail or when identity verification is needed (e.g. in Data Protection cases). Keeps all communication linked directly to the case for clarity and consistency. Clock Management Based on Case Type Depending on the case type, the response clock can be paused or discarded, based on the relevant guidance or your processes. The clock calculates only once the required information is received, ensuring fair and accurate case timing. Organised Case Tracking Cases can be moved into an Awaiting Clarification tab while awaiting a response. Improves visibility and makes it easier to manage cases that are on hold. Consistent Communication with Email Templates Use customisable email templates with standard wording for different clarification scenarios. Saves time and ensures clear, professional communication. Improves Case Accuracy and Compliance Helps ensure all necessary information is obtained before a case is progressed or closed.	Help with requesting clarification via letter Help with requesting clarification via letter
Contributions	Contributions are commissioning emails that are sent from eCase to request information from other people in order to complete a case response. You can send a contribution email request from eCase to: A specific person Multiple people within or across different teams A team email inbox Manually enter an email address When you send a contribution email from eCase, the request can be tracked. All related communication is stored in one place on the case. Both outgoing and incoming emails are logged, providing a clear record. Different email templates can be used to save time when writing to policy areas. Multiple templates can be created for different scenarios. Having contribution information in eCase, gives you better oversight of which contributions are still open. You can manually chase these requests or use the Automated Reminders feature to chase automatically. Encouraging contributors to use eCase benefits both them and your team. Email templates can include a contribution hyperlink that takes contributors directly to a dedicated contribution response screen in eCase. From there, they can access all case information needed to provide their response. Contributors also have their own Workbasket where they can see all their contribution requests in one place, manage them, or take ownership of team contributions. The workbasket also displays contributor clocks, so contributors can easily see when responses are due. It may not be possible for all contributors to have access to eCase. To make requesting information from these contributors more efficient, eCase allows you to send requests to non eCase users. You can either type in their email address or, if they are a regular contributor, create them as a user on eCase with the contributor privilege. This will reduce the need to type their email address every time. A specific email template for non eCase users can be selected which can prompt them to “reply all’ when responding. If they do “reply all”, eCase automatically attaches the email response onto the contribution.	Efficient Information Gathering Send contribution requests to a specific person, multiple individuals, a team mailbox, or manually entered email addresses. Supports collaboration across teams and departments, regardless of their location or role. Trackable and Centralised Communication All outgoing and incoming contribution emails are logged directly on the case. Provides a clear audit trail and keeps all case-related communication in one place. Customisable and Time-Saving Templates Use pre-defined email templates tailored for different scenarios to reduce the time spent drafting messages. Helps maintain consistency in requests sent to policy teams or other contributors. Improved Oversight and Case Management Easily monitor which contributions are outstanding or completed within the case. Use automated reminders to follow up on contributions without manual intervention. Enhanced Contributor Experience (for eCase users) Contributors can access a dedicated response screen via a link in the email, where all relevant case details are available in one place. Contributors have a personal Workbasket to track their contribution requests, take ownership of team contributions, and monitor deadlines using contributor clocks. Support for Non-eCase Contributors Requests can be sent to individuals without eCase access by typing in their email or creating them as a contributor. Special templates prompt non-eCase users to “reply all” so their responses are automatically attached to the case.	Contribution eLearning Modules Help on contributions
Digest Emails	Digest Emails allow users to schedule automated emails that are tailored to your needs. For example, cases due today, open contributions, and case statistics. Digest Emails can be either: Personal - sent only to you or Public - sent to a range of specified emails. Recipients of public Digest Emails will only see data relevant to their team and role, ensuring information remains targeted and secure. Digest Email can be configured to send to: All eCase users Users based on their role Team mailboxes Individual users who may or may not use eCase You can define how often and when the emails are sent. Helping you stay ahead of deadlines and detect potential bottlenecks before they escalate. Digest Emails are interactive. Recipients with an active eCase account can select the case reference number to be taken directly to that case within the system.	Automated, Tailored Updates Automatically sends scheduled emails with data you have specified, reducing the need for manual tracking. Customisable Content and Scheduling You choose what information to include (e.g. cases due today, open contributions, case counts). Set the frequency and delivery time to fit your team’s workflow. Role and Team-Based Filtering Digest emails automatically filter information so users only see data relevant to their team and role, maintaining confidentiality and relevance. Improves Visibility and Awareness Highlights key activities and deadlines so users and managers can stay informed and respond proactively. Helps prevent bottlenecks and missed deadlines by highlighting upcoming or overdue targets early, allowing teams to take corrective action before issues escalate. Supports Proactive Case Management Enables better planning and resource allocation by highlighting workload trends and potential pressure points. Interactive Functionality Recipients with an active eCase account can select the case reference numbers in the email and go directly to the case in the system. Saves Time and Reduces Manual Effort Eliminates the need to check dashboards or run manual reports - critical updates are delivered straight to your inbox. Enhances Collaboration Across Teams Keeps contributors, team leads, and non-eCase users informed, ensuring alignment across all stakeholders involved in a case.	Digest Email eLearning modules
Disclosure Log	The Disclosure Log is an eCase hosted web page embedded on your website and branded in line with your organisation, that allows you to publish responses to Freedom of Information (FOI) and Environmental Information Regulation (EIR) requests, directly to your website. This helps reduce future requests being made regarding the same question, by making previously disclosed information easily accessible to the public. Requesters can be directed to the Disclosure Log to check if their request matches a published response, or even prior to them submitting a request. The Disclosures can be published directly from your FOI, EIR and review cases, making publication a natural part of your case workflow, with no duplication of effort required. If you use eCase Capture for FOI requests, your Disclosure Log can be tied in with your eCase Capture form, helping guide users to existing answers before submitting a new request.	Reduces Duplicate FOI Requests Publishing previously disclosed responses on your website, reduces the number of repeat or unnecessary FOI requests. Saves Staff Time Directing requesters to existing disclosures helps minimise time spent responding to questions that have already been addressed. Improves Public Access to Information Enhances transparency and openness by making responses easily accessible to the public. Proactive Request Management Requesters can check the Disclosure Log before submitting a new FOI request, helping to resolve queries without the need for case creation. Seamless Integration with eCase Disclosures can be published directly from FOI, EIR, and review cases as part of the existing case process—no need for duplication or re-entry. Custom-Branded to Match Your Website The Disclosure Log page is fully branded to align with your organisation’s website, ensuring a consistent user experience. Supports eCase Capture Integration If you use eCase Capture for FOI requests, the Disclosure Log can be linked with your Capture form, encouraging users to review existing disclosures before submitting. Streamlined Publishing Process Enables controlled, efficient publishing of FOI responses, with less administrative effort. Supports FOI Policy and Legal Compliance Helps meet statutory obligations under FOI legislation by making disclosures available in a public and accessible format. Improves Requester Satisfaction Users can access answers immediately and conveniently, improving overall satisfaction and reducing back-and-forth communication.
Documents	Documents can be quickly uploaded to the case using a simple drag and drop feature. Any document added to eCase can be amended and modified via the document screen. Audit logs track when documents are uploaded or sent to/from the case and whether they are allowed for release or not. Multiple actions can be performed from the Documents screen, for example: Downloading documents into a zip file Moving documents into a folder in order to categorise them Merging documents into one file Redacting using eCase Redact. Folders can be used to help organise case documents. They can also be used to create a zip file of all documents required for an escalation case. The document screen allows you to filter the documents/emails in the case so that you can easily find what you are looking for. You can also search for key words across the documents. The filter will then highlight any documents containing the searched term.	Centralised Document and Email Management All incoming and outgoing documents and emails are stored in one place within the case, ensuring a complete, traceable and auditable record. Easy Upload with Drag-and-Drop Quickly add documents using a simple drag-and-drop interface, improving speed and ease of use. Full Document Editing and Version Control Documents can be amended or modified directly from the document screen. All changes are tracked through audit logs, enhancing accountability. Comprehensive Audit Trail Track when documents were uploaded, sent, or received, and whether they are approved for release - critical for compliance and governance. Batch Actions for Efficiency Perform multiple actions from one screen: Search and select multiple documents Download selected documents as a ZIP file Move documents into folders Merge multiple files into one Apply redactions using eCase Redact Organise with Folders Use folders to categorise documents for better organisation. Quickly compile required documents using filters and folders, then export in one go - ideal for escalations or oversight reviews. Advanced Filtering and Search Capabilities Filter by document type, file type, date, public release mode or redaction status, making it easy to locate specific files. Search for specific words or phrases, with instant highlighting of relevant documents. Improves Collaboration and Transparency All users with access to the case work from the same up-to-date documents, enhancing collaboration, consistency and transparency. Enhances Compliance and Information Governance Maintains a complete, organised, and auditable record of all case documentation in line with record-keeping standards.	Documents help
Document Templates	Your document templates can be added to eCase in order to assist users when corresponding with a requester. Templates can include your organisation’s letter heads, contact details and mail merge fields. These templates are maintained by you, giving you full control over versioning and content updates. Temples can be assigned to different case types, specific teams or Ministers. They can be loaded as a normal or pro-forma template. A pro-forma template automatically downloads to the case, with mail merge fields pre-populated. Ideal if you send out a contribution with a draft response document attached. Normal templates are downloaded manually when required on a case.	Consistency in Communication Ensures all correspondence follows a standard format. Maintains professional and recognisable appearance with consistent letterheads and branding. Time Efficiency Reduces time spent drafting and formatting letters. Templates pre-filled with mail merge fields allow for automatic insertion of case-specific data (e.g. name, case reference number, date). Customisation by Case Type Templates can be assigned to different case types, making it easier to respond with relevant content. Different templates for teams or Ministers ensure messaging aligns with specific responsibilities or preferences. Improved Accuracy Minimizes manual entry errors by using mail merge fields. Enhanced User Experience Simplifies the document creation process for users. Reduces training needs by offering pre-defined, ready-to-use templates. Centralised Template Management You maintain the document templates within eCase, giving your team full control over updates, branding, and approved language.	How to add a Document Template (Duration = 15 minutes)
eCase Capture including eCase Automate	eCase Capture is a public-facing digital form designed to enhance your customers’ experience by offering a faster, more user-friendly alternative to traditional contact methods such as email or post. Embedded on your website and branded in line with your organisation, it allows correspondents to submit requests seamlessly. Requests are captured in a structured format, with functionality to verify the user’s email address. The integration with eCase ensures that submissions are either automatically created as a case, or created and allocated based on predefined eCase Automate rules. eCase Automate is a rules engine that allows you to define automated actions for webform cases to streamline your processes and remove time-consuming manual tasks. For example, cases can be automatically acknowledged and allocated to the appropriate teams. eCase Capture complies with all government standards including GDS Service Standards and WCAG 2.1 AA	Enhanced Customer Experience Offers a seamless, user-friendly digital form for submitting enquiries, reducing the need for email or postal submissions. Provides a modern, accessible alternative that improves public engagement. Public-Facing and Branded Custom-designed to match your organisation’s branding, maintaining a consistent and professional appearance across all platforms. Structured and Verified Submissions Captures data in a structured format, improving completeness and reducing errors. Built-in email verification improves data accuracy and helps prevent spam or invalid entries. Automated Case Creation Submissions are automatically created as cases in eCase, removing the need for manual data entry. Smart Allocation with eCase Automate Uses automation rules to allocate cases to the right team or workflow, reducing administrative workload. Reduces Manual Workload Streamlines frontline processes by removing time-consuming manual tasks, allowing staff to focus on higher-value work. Faster Response Times Structured input and automated workflows lead to quicker triage, allocation, and response to enquiries. Real-Time Integration with eCase Direct integration ensures that requests flow instantly into eCase, reducing delays or the risk of missed items. Supports Transparency and Accountability Every submission is logged and traceable, providing a clear audit trail and supporting reporting needs. Fully Compliant with Government Standards Meets GDS Service Standards and WCAG 2.1 AA accessibility requirements, ensuring legal compliance and inclusive access for all users.	Webform Submissions help eCase Automate help
eCase Redact	eCase Redact allows users to carry out redactions directly within the eCase system, eliminating the need for third-party tools. It meets National Archives’ standards, ensuring that all redacted content is permanently removed and cannot be recovered. From the Documents screen, users can merge multiple documents in a custom order and apply redactions to the final version. Redactions can be made in black or white, with the option to add comments and specify exemptions or exceptions, where required. For every redacted document, eCase automatically generates: The original PDF A redacted outline version (ideal for quality assurance) The final redacted version Redactions can be reviewed and updated at any time. Users can also choose whether to include applied comments and exemptions/exceptions in a summary report. As a built-in feature, eCase Redact saves both time and money by removing the need for external redaction tools, while supporting a secure and efficient document handling process.	Fully Integrated Redaction Tool Redactions are completed directly within eCase—no need for third-party software. Saves time, simplifies processes, and reduces costs. Meets National Archives' Standards Ensures redacted information is permanently removed and cannot be recovered. Supports compliance with government and data protection regulations. Flexible Redaction Options Redact content in black or white, with the option to add explanatory comments or apply exemptions/exceptions. Customise redactions to suit your specific case requirements. Document Merging and Redacting in One Workflow Merge multiple documents in a user-defined order before redacting the final version. Streamlines preparation for publication or disclosure. Multiple Document Versions Automatically Provided Automatically generates: The original PDF A redacted outline (for quality checking) The final redacted version Supports audit trails and review processes. Editable and Updatable Redactions Redactions can be reviewed and updated at any stage of the process. Ensures flexibility and accuracy in document preparation. Optional Summary Reporting Users can choose to include applied comments and exemptions/exceptions in a summary report. Enhances transparency and supports quality assurance. Centralised and Secure Document Management Keeps all redaction work within the secure eCase environment. Reduces the risk of version control issues and data breaches.	eCase Redact help
eCase Sync	eCase sync is a Microsoft Word plug-in that allows users to work within a downloaded document and then sync the updated version back on to the case in eCase. Users are prompted to download files to an eCase sync workspace, ensuring all files are stored in a centralised, consistent location. Fivium will provide an MSI (Microsoft Installer) package for deployment. This installer can be used for individual installations or rolled out across multiple users via Group Policy by your IT team.	Seamless Document Synchronisation Work on case documents directly in Microsoft Word and sync changes back to the case. Eliminates the need to manually upload or reattach updated files. Centralised Document Storage Documents are downloaded into a designated eCase Sync workspace, ensuring consistency. Reduces version control issues and misplaced documents. Improved Workflow Efficiency Speeds up the process of editing and saving documents, helping users focus on content rather than admin tasks. Ideal for users who frequently revise or collaborate on documents. Flexible Installation Options Delivered as an MSI installer package by Fivium, allowing easy rollout across your organisation. Can be installed individually or via Group Policy, making it scalable for teams of any size. Enhanced Control and Security Keeps documents within your organisation’s controlled environment, supporting compliance and data integrity. Minimises the risk of saving sensitive case files outside the approved workspace.
Email Scraper	When a new request is emailed into eCase, the email scraping tool will identify case data from the Email. Before creating the case, users have the opportunity to review and amend this information, ensuring accuracy from the start.	Automated Data Extraction The tool intelligently identifies and extracts key case data directly from the body of the email. Saves time and reduces the need for manual data entry. Improved Accuracy Minimises the risk of human error when inputting information. Ensures key details such as names, dates, and reference numbers are captured accurately. Editable Before Submission All extracted data can be reviewed and amended before a new case is created. Offers full control and flexibility to make necessary corrections or additions. Faster Case Creation Streamlines the process of turning an email into a new case, significantly reducing handling time. Supports faster response times and more efficient case management. Simplified Request Intake Makes it easy for users to submit new requests via email without needing to manually enter all the details.
Email Templates	You can add standardised email templates with your own wording directly into eCase. This helps to ensure a consistent approach when sending emails from eCase. These templates support both internal communication, for example, notifying team members when a case or contribution is assigned, and external communication with the correspondent. The email templates can include mail merge fields that automatically pull in relevant case information. These can be assigned to specific case types or teams to ensure the right message is used in the right context. These templates are added by you to eCase, with no need to contact support. Giving you the flexibility to create, modify and archive templates that are no longer needed. Easily keeping your eCase system up to date. When multiple email templates are added to a category, you can choose one as a default for the whole category, or set different defaults for an individual case type or types	Consistency and Professionalism Maintain a consistent tone and message structure across all communications. Reduce errors and inconsistencies when sending updates or case-related information. Strengthen your organisation’s professional image by maintaining consistent language and formatting. Communicate with external correspondents clearly and efficiently, using approved formats. Dynamic Mail Merge Integration Templates can include mail merge fields that automatically pull key case details (e.g. names, dates, reference numbers). This reduces manual entry and ensures accuracy and relevance in every message. Improved Control and Flexibility Easily create, modify, and archive templates within eCase - no need to contact support. Keep your system current and relevant by managing templates in real time. Tailored to Teams and Case Types Assign templates to specific case types or teams, allowing for tailored messaging based on the situation. Set default templates at the category level or per case type, streamlining your workflow.	Email Templates eLearning modules Email templates help
Fast Track	Fast Track is a quick way to log and report on email enquiries that you respond to directly, but still want to track in eCase. It is simple to use, just BCC the fast track email address into your response. This creates a case in eCase with relevant information, for example: A copy of the correspondence Correspondent details Date received It allows you to monitor trends and volumes for similar enquiries, without having to duplicate your work. Once the case is created, users with the Close Fast Track cases privilege can bulk close the cases.	Quick and Simple Case Logging Log enquiries effortlessly by adding a dedicated Fast Track email address in the BCC field. No need to manually create a case in eCase. No Disruption to Workflow Allows you to respond to enquiries directly from your inbox, while still capturing the information in eCase for reporting purposes. Captures Key Information Automatically Automatically logs key case data, saving time and reducing manual data entry. Supports Reporting Without Duplicating Work Enables you to track and report on enquiries without having to re-enter data or create cases separately. Improves Visibility of Common Enquiries Helps identify recurring topics or issues by capturing and categorising email enquiries in a structured, reportable format. Bulk Case Closure Users with the Close Fast Track Cases privilege can close multiple Fast Track cases at once, minimising administrative effort. Minimal Training Required Easy to adopt - just BCC the Fast Track address, making it ideal for busy teams. Increases Data Completeness Ensures all enquiries are recorded in eCase, even those handled outside the standard workflow, for more accurate reporting. Supports Flexible Working Styles Ideal for teams handling quick-turnaround enquiries who still need to demonstrate workload and case volume.	Fast Track help
Feedback	Feedback allows you to capture the key points of a complaint, document outcomes and record any lessons learnt. In addition to keeping a log of this information on the case, you can also send email notifications out to additional people, with the relevant information captured in the feedback.	Structured Complaint Logging Record the main points of the complaint, the outcomes, and any lessons learnt in a structured, consistent format. Helps build a clear overview of recurring issues and their resolution. Centralised Record Keeping All feedback information is securely stored within the relevant case. Creates an auditable trail for escalations, reporting, and future reference. Easy Information Sharing Quickly email key feedback details to additional stakeholders directly from the case. Ensures the right people are informed without duplicating effort or manually compiling updates. Supports Organisational Learning Captured lessons learnt can be reviewed and analysed to improve processes, training and overall response. Enables proactive organisational improvements based on feedback raised. Integrated with Case Management Keeps all complaint-related information in one place and helps to streamline workflows. Enhances collaboration between teams handling feedback and complaints.
Field Value Options	The Field Value Options feature allows the quick addition of relevant choices to drop-down lists on key fields within the Case Details screen. The drop-downs can be customised for each case type. This ensures that the options align with internal terminology and requirements. Users with the Manage Field Value Options privilege can easily create, edit, reorder, and remove options, keeping the lists accurate and up to date while maintaining controlled and consistent customisation of eCase.	Customisation and Relevance: Tailors drop-down list options to match internal terminology and case type requirements. Ensures users see only relevant choices, improving data accuracy and efficiency. Easy Maintenance: Allows creation, editing, reordering, and removal of options to keep lists current. Helps eliminate outdated or unused options for clearer selections. Controlled Access and Consistency: Limits modifications to users with the Manage Field Value Options privilege. Maintains consistent customisation across the system for ease of reporting.	Field Value Options eLearning module
Key Terms	Key Terms can be used on a case to categorise the requested information, enabling you to generate reports and trend analysis based on these categories. As well as reporting, Key Terms allow eCase to suggest similar cases which can be linked so that the case owner can review previous responses. They can also be associated with Standard Lines of policy text. When a relevant Key Term is used on a case, the associated Standard Lines are automatically shown to the case owner so that they can be used in the response. This helps to reduce response times.	Automated Data Extraction The tool intelligently identifies and extracts key case data directly from the body of the email. Saves time and cuts down on manual data entry. Improved Accuracy Minimises the risk of human error when inputting information. Ensures key details such as names, dates, and reference numbers are captured correctly. Editable Before Submission All extracted data can be reviewed and amended before a new case is created. Offers full control and flexibility to make necessary amendments or additions. Faster Case Creation Streamlines the process of turning an email into a new case, significantly reducing handling time. Supports faster response times and more efficient case management. Simplified Request Intake Makes it easy for users to submit new requests via email without needing to manually enter all the details.	Key Terms eLearning module Key Terms help
Linked Cases	When a new case is added to eCase you have the opportunity to search for any previously logged cases that are similar in nature. Similar cases are identified on the Linked Cases screen through shared Key Terms used or matching contact details. This feature allows you to view historical information, provide consistent responses, and identify situations where multiple requests have been submitted by the same correspondent.	Access to Historical Information Quickly view related past cases for additional context and background. Helps inform current case handling based on previous correspondence or outcomes. Consistency in Responses Ensure consistent messaging by referencing how similar queries were addressed in the past. Supports professional, accurate, and consistent communication across the organisation. Identify Repeat or Related Requests Easily detect multiple or duplicate requests from the same correspondent. Highlights patterns of contact, helping manage follow-ups and prevent duplicated effort.	Linked Cases help
Mandatory Clearances	Mandatory Clearances allow you to set a rule, requesting a particular level of quality assurance (QA) before a case response can be sent. The response document cannot be sent out via email until the QA level dictated has been approved. These clearances can be applied at any point during the case process. The clearances are highlighted so that the drafter is aware that the people/teams assigned in this area are required to quality check the case response before it can be sent and the case closed. Once the quality checks are approved, the status of the mandatory clearances will update to complete. This allows the response to be sent.	Enforces Quality Assurance Before Sending A response cannot be sent via email until the required clearance is approved. Ensures responses meet internal quality standards before leaving the organisation. Clear Visibility for Case Drafters Mandatory clearance requirements are clearly highlighted on the case. Directs drafters to which individuals or teams must review and approve the response. Flexible Implementation Mandatory Clearances can be applied at any point during the case process, allowing for adaptable workflows. Supports cases that evolve in complexity or sensitivity over time. Structured and Accountable Review Process Only once the clearance is approved will the status be set to approved, allowing the response to be sent. Prevents unauthorised or premature communication, reducing risk. Supports Compliance and Governance Ensures that key policies and approval processes are followed consistently.	Mandatory Clearances help
MP	An integration with the Houses of Parliament feed allows eCase to automatically update Members of Parliament (MP) details. No need to spend time updating, for example, after an election. Users with the relevant privileges also have the ability to add in constituency emails and addresses if required.	Automatic Updates to MP Details MP information is kept current through direct integration with the official Houses of Parliament feed. Changes due to elections, resignations, or boundary adjustments are automatically reflected in eCase—no manual input required. Saves Time and Reduces Admin Workload Eliminates the need for staff to manually input or maintain MP records, freeing up time for higher-priority tasks. Improves Data Accuracy and Reliability Ensures MP data is consistently accurate, reducing the risk of using outdated or incorrect contact information. Updated MP information is available directly within eCase, making it easy to associate correspondence with the correct MP or constituency. Enhanced Constituent Support Users with the appropriate privileges can add or update constituency email addresses and postal details, improving communication and record-keeping.
Organogram	The Organogram is a representation of your organisational structure, used for reporting, adding users, their roles and controlling access to cases. It is maintained by you, so you can report at organisation, directorate or individual team level. The organogram prepopulates the Team field on Case Details, Contributions and Quality Assurance screens. Eliminating the need for manual entry, ensuring consistency in reporting. Users are assigned roles based on the team and case type they work in. As a result, when selecting a user for any part of the case process, only those with the appropriate role and access permissions for the specified team and case type will appear.	Accurate Reflection of Organisational Structure Replicates your organisation's hierarchy, including directorates and teams - for clear and structured reporting.. Fully User-Maintained Make updates without contacting eCase Support. Easily manage teams, roles, and reporting structures as needed. Enhanced Reporting Capabilities Generate reports at the organisation, directorate, or team level. Enables detailed reporting by case type. Streamlined Data Entry Prepopulates the Team field on Case Details, Contributions, and Quality Assurance screens. Reduces manual typing, improves data consistency and saves time. Improved Accuracy and Consistency Standardises team names across teCase, leading to cleaner and more reliable reporting. Minimises Errors and Rework Prevents incorrect assignment of cases or contributions - displaying only eligible users based on team and case type. Supports Secure Information Handling Enhances data security by limiting visibility and access to cases based on defined roles and team associations. Improves Workflow Efficiency Reduces the cognitive load on users—no need to remember who handles what; eCase will show you the relevant users based on the organogram setup. Scalable and Adaptable Easily adapt the structure as your organisation evolves—add teams, reassign users, and update roles anytime.	Organogram eLearning modules Organogram help
People	The People screen in eCase provides a detailed view of a user's account. From this screen, you can update user details such as email address, forename, and surname, as well as review their roles, case type access, and any additional privileges. You can also use the People screen to: Assign or modify roles View the privileges included in each role Send a password reset email Suspend a user account when needed This screen offers a central location for managing user access and ensuring account information remains accurate and up to date.	Centralised User Management View and manage a user's details in one place, including names, email addresses, roles, and privileges. Role and Privilege Transparency Easily see which roles and privileges are assigned to a user, helping ensure appropriate access is granted based on responsibilities. Flexible Access Control Assign or update roles and adjust permissions quickly to reflect changes in team structure or responsibilities. Enhanced Security Suspend accounts when access is no longer required, reducing the risk of unauthorised access. Send password reset emails, helping users regain access securely and efficiently. Supports Compliance and Auditability Provides a clear record of who has access to what, supporting internal audits, compliance checks, and user accountability.	People eLearning module People help
Quality Assurance (QA)	As part of your case process, you may need to obtain sign off or clearance that a draft response or other documentation is ready to be sent to the correspondent. In eCase, this is called a quality assurance (QA). Sending a QA request from eCase is the same as sending an email. You can send it to a specific person, multiple people within or across teams, a mailbox or enter an email address manually. You can also attach case documents and add additional text to the message. Using email templates helps save time when drafting these requests. The recommendation is always to use the approve and reject hyperlink mail merge fields within your templates. This allows the QA recipient to respond without needing to sign in to eCase. All outgoing QA emails and responses are recorded and visible within eCase, keeping all related correspondence in one place. Different QA types are available in eCase, which can be tailored per case type. Each QA type is linked to a specific privilege, making it easier to select the appropriate recipient. When a mandatory clearance is set on a case, a QA request of the same type must be approved before the case response can be sent, ensuring that the correct level of check is completed before any communication goes out.	Streamlined Sign-Off Process QA requests are sent just like emails in eCase - easily sent to individuals, multiple people or team inboxes. Users can manually enter email addresses, attach documents, and include additional notes as needed. Efficient Use of Email Templates Email templates save time and promote consistency in QA requests. Templates can include approve and reject hyperlinks, allowing recipients to respond without signing into eCase - speeding up the review process. Centralised Record of Communication All QA requests and responses are automatically logged within the case. Maintains a full audit trail and keeps all relevant information in one place. Flexible and Customisable QA Types Different QA types can be defined and tailored for specific case types. Each QA type can be linked with specific roles and privileges, ensuring the appropriate level of review is applied. Improved Compliance and Control Mandatory clearances can be enforced: a QA request of the correct type must be approved before a response can be sent. Prevents case responses from being issued without the necessary review, reducing risk and supporting quality standards. Supports Collaboration Across Teams Enables cross-team review and input, helping ensure that responses are accurate, appropriate, and aligned with organisational policies.	Quality Assurance eLearning modules Quality Assurance help
Retention	eCase enables you to delete older, complete cases that are no longer required. Freeing up valuable storage space. Retention can be specified per case type. The deletion process can be scheduled to run daily, every Sunday, the 1st day of the month, or triggered manually. Cases that are escalated or linked to cases marked for retention will not be deleted until the final escalated case has reached its retention period, or the linked case has been marked for deletion. You also have the option to retain an individual case on eCase, if required.	Frees Up Valuable Storage Space Automatically removes older cases that are no longer needed. Reducing storage use and enhancing system performance. Customisable Retention Rules Retention periods can be set per case type, allowing flexibility based on business or legal requirements. Supports adherence to data retention policies and regulatory standards. Flexible Scheduling Options The deletion process can be scheduled to run daily, weekly, monthly, or manually, based on your organisational needs. Built-in Safeguards for Linked or Escalated Cases Cases that are escalated or linked to another case with an active retention period will not be deleted until all related conditions are met. Prevents premature deletion and preserves case continuity. Case-by-Case Control Individual cases can be marked for manual retention, giving teams the flexibility to preserve specific records when necessary. Supports Compliance and Data Management Policies Helps ensure the organisation retains only what is required, aligning with internal governance and data protection regulations.	Case Retention help
Roles	To use eCase, users must be assigned specific privileges based on the tasks they perform. For efficiency and consistency, these privileges are grouped into roles that can be assigned to user accounts. Roles ensure that users only have access to the features and case types necessary for their work. They can be fully customised to reflect your organisation’s structure and responsibilities. When a user’s duties change or new tasks arise, you can simply update the role with the relevant privileges - automatically applying the changes to all users assigned to that role. Roles are also essential for role based access control, ensuring that only authorised users can search or view particular case types. Role management is handled internally by your organisation’s superusers, eliminating the need to contact eCase support for updates.	Task-Based Access Control Users are granted access only to the functions and case types relevant to their responsibilities. Reduces the risk of unauthorised access and supports data security. Increased Efficiency Through Role Grouping Privileges can be grouped into roles, allowing for quick and consistent setup of user accounts. Saves time when assigning permissions to new users or adjusting access for teams. Easy Role Updates When a task changes or new responsibilities are added, updating the role automatically updates all users assigned to it. Ensures that permissions stay current without the need for manual updates on individual accounts. Supports Access Control Policies Roles help enforce access controls by limiting case visibility to only those working on a specific case type. Promotes compliance with data protection and internal access policies. Maintained In-House by Superusers Roles can be created, updated, and maintained by your organisation’s superusers. No need to contact eCase support, allowing for faster and more flexible permission management. Enhances Onboarding and Offboarding New staff can be quickly set up with the correct permissions using predefined roles. Access can be adjusted or removed easily when staff change roles or leave the organisation.	Roles eLearning module Roles help
Searches	All cases entered onto eCase are searchable. There are two ways to search for a case, Search or Case Search. Search is a feature that allows you to search across any text on a case, including correspondent names, postcodes, references (eCase or external), and text within documents such as PDFs, scanned files, and Microsoft Word documents. Case Search is a detailed search screen using multiple fields to search for a case or cases. Search results can be downloaded into a spreadsheet which you can customise to include only the information you need. Saved searches can also be reused for efficiency. Search functionality is privilege based. Users without the appropriate search privileges will not see the Search or Case Search options. If Access Controls are in place, users will only be able to search and view cases they are permitted to access.	Quick and Comprehensive Text Search The Search feature allows users to search across all text in a case, including: Correspondent names Postcodes References (eCase or external) Text within documents, including PDFs, Word files, and scanned documents Helps users quickly retrieve relevant cases and content with minimal effort. Advanced Filtering with Case Search Case Search provides a structured, detailed search screen where users can filter by multiple fields (e.g. case type, date range, assigned team). Ideal for generating specific results across large volumes of cases. Exportable and Customisable Results Case Search results can be exported to a spreadsheet for analysis. Users can customise the data in the export to include only the fields they need. Secure and Role-Based Access Searches are privilege-based, ensuring users only see data they are authorised to access. With Access Controls, users can only search for and view cases within their assigned role, supporting data privacy and security. Increases Efficiency and Reduces Duplication Quickly locating related or previous cases helps avoid rework and supports faster response drafting. Useful in identifying duplicate submissions or related correspondence. Saved searches save time by eliminating the need to reconfigure search parameters Enhances Case Oversight and Monitoring Teams can use search tools to review case volumes, trends, and progress, aiding operational oversight and performance tracking.	Case Search eLearning module Search help Case Search help
Secure Share	Secure Share allows you to send large and/or sensitive files from eCase via a secure digital link, so that the correspondent can view and download documents securely. This eliminates the need to print and post bulky documents or struggle with email size limits, reducing both cost and complexity. Recipients can verify themselves via email or mobile phone, depending on the contact details you hold for them in eCase. You can view when the recipient has verified their details and when they have downloaded the documents. The Secure Share link can be set with an active time limit that you can specify. If necessary, access to the link can be revoked at any time. Secure Share is branded to match your organisation's website.	Secure Delivery of Sensitive or Large Files Enables you to send large or sensitive documents via a secure, trackable link - no risk of file size limits or email issues. Reduces Operational Costs Eliminates the need to print and post documents via recorded delivery, saving time, postage and materials. Flexible Recipient Verification Recipients verify their identity via email or mobile, depending on the contact information provided - ensuring secure access. Customisable Access Controls Set time-limited access for each Secure Share link, to control how long documents are accessible. Track Engagement and Access Monitor when a recipient: Verifies their identity Downloads the documents This provides a clear audit trail and accountability. Mitigate against Data Breaches by Revoking Access Remove access to documents at any time, helping mitigate risks if documents are sent in error or circumstances change. Improved Correspondent Experience Recipients can easily and securely access documents, without needing to register, sign in, or install additional software. Organisation-Branded Interface The Secure Share portal is branded to match your organisation’s website, maintaining a consistent and professional look. Supports Compliance and Data Protection Enables secure, GDPR-compliant sharing of personal or sensitive data, reducing the risk of data breaches. Streamlines Communication Workflows Fully integrated with eCase, Secure Share removes the need to use third-party tools or external file transfer systems.	Secure Share eLearning module
Standard Lines	Standard Lines are lines of prepared text that can be added to eCase and mail merged into a response document, helping drafters save time while ensuring consistent wording. These can be added as a single line of text or full paragraphs. Drafters across your organisation can use the same text as a basis and adapt it as required. By linking a Standard Line to a relevant Key Term, the associated text will automatically appear when that Key Term is applied to a case. This makes it easy to select and include the Standard Line in responses. Standard Lines can be a joint list used by various case types, or can be specific just for your case type. They can be added for go live and updated over time or when new topics become available.	Time-Saving for Drafters Insert prepared lines or paragraphs of text directly into response documents. Reduces time spent writing repetitive or commonly used content. Consistency Across Communications Maintains consistent language, tone, and messaging across teams and case types. Helps maintain a professional and standardised response approach. Flexible and Adaptable Provides a base text that drafters can then customise to suit the specific context of the case. Allows efficient personalisation without starting from scratch. Smart Integration with Key Terms Link Standard Lines to relevant Key Terms so that appropriate lines are automatically suggested when the Key Term is used. Makes it easier to find and apply the right content quickly. Customisable by Case Type Standard Lines can be created as a shared list across multiple case types or tailored specifically for individual case types. Ensures the content is relevant and targeted for each area of work. Easy to Maintain and Update Standard Lines can be added before go-live and updated over time as new topics or requirements arise. Keeps your communication resources current and aligned with evolving needs. By using Standard Lines in eCase, your team can respond more quickly, professionally, and consistently. Streamline the drafting process and enhance communication quality.	Standard Lines eLearning Module Standard Lines help
Standard Reports	Standard Reports are predefined, official reports typically used for statutory or formal reporting. They require no additional formatting or manipulation, making them ready for immediate use. The report options available will vary depending on your eCase environment. In addition to statutory reports, the Standard Reports section includes Case and User Productivity Reports. The case report can be used to provide insight into the workflow progression of a case. Helping teams monitor case status and identify delays or inefficiencies. The User report is based on the audit log and shows user activity within a given period. Helpful for tracking engagement and performance.	Ready-to-Use Official Reporting Predefined and formatted for statutory and official reporting, saving time and ensuring compliance with reporting standards. Eliminates the need to reformat or adjust the data as the reports are generated in the required structure from the start. Saves Time and Reduces Errors Standardised format removes the need for manual collation or adjustment, reducing the risk of errors in reporting. Supports Operational and Strategic Decisions Regular, consistent reporting allows for trend analysis, identification of bottlenecks, and informed decision-making. Supports Oversight and Accountability Case Report - tracks the workflow progression of individual cases, providing visibility into process performance and supporting effective case management. The User Report, based on audit logs, provides insight into user activity over a selected time period, helping monitor engagement and productivity. Enable team leads and managers to track case progress and user actions, aiding in performance reviews and operational oversight. Accessible and Easy to Run Available directly from the Standard Reports section in eCase, making it simple for authorised users to access and generate reports as needed.	Standard Reports eLearning module
Tasks	Tasks can be created to monitor and track actions needed on a case, such as lessons learnt. Tasks can be tracked, updated, chased, reassigned and reported on, providing full visibility of outstanding actions. Tasks must be assigned to an active eCase user. The person allocated the task does not need to be the case owner. A task assignment notification email can be sent once the task has been assigned. Tasks can have automated targets, or you can opt to manually set due dates. Tasks can be created on both open or closed cases. If a task is added on an open case, the case can be closed with an open task. This allows users to follow up on tasks that require completion after a response has been sent.	Improves Case Oversight and Follow-Up Allows you to create tasks to track actions like follow-ups or lessons learnt Supports Accountability and Delegation Tasks can be assigned to any active eCase user, not just the case owner, enabling clear responsibility and better team collaboration. Automated and Manual Deadlines Set automated target dates or manually choose due dates, supporting flexible and deadline-driven task management. Email Notifications and Chasing Automatically notify assignees via email when a task is created. Tasks can be chased or reassigned if needed, keeping progress on track. Track and Report on Progress Tasks can be updated, tracked, and reported on, giving full visibility of outstanding actions and progress across cases. Works Across the Case Lifecycle Tasks can be created on both open and closed cases, making it easy to track post-response actions or ongoing commitments. A case can be closed with open tasks, allowing for continued task management after the main response has been completed. Reduces Risk of Missed Actions Ensures important actions are captured and follow-up work isn't lost, especially when responsibilities are shared across multiple teams. Supports Continuous Improvement Enables tracking of actions like lessons learnt, recommendations, or process improvements, helping to drive ongoing learning and service quality.

System Management