Tailored casework management for SSAFA

Replacing paper-based system means annuity cases dealt with in two days instead of two weeks

When SSAFA approached us to help improve their casework management process, we jumped at the opportunity to bring caseworkers and grant makers together for the first time.  We developed a bespoke web-based system to replace the paper and disc-based process which resulted in an 86% reduction in the time taken to process cases. SSAFA are one of over 100 service charities using the system, helping 6,000 volunteers process 158,000 cases.

“After reviewing all three of the shortlisted suppliers, the decision to partner with MSM was unanimous."

Jim Keeley, SSAFA Project manager 

Business need: design and development of new business critical casework system

SSAFA (Soldiers, Sailors, Airmen and Families Association) is a leading national charity supporting those who served in the British armed forces and their families. On behalf of the COBSEO (Confederation of British Service and Ex-Service Organisations), which includes the Royal British Legion, SSAFA invited tenders for the design and development of a business critical system to improve the process of its casework management, bringing caseworkers and grant makers together through one online system.

Solution: unique working group created to gather system requirements

The paper-based process was used by, and familiar to, thousands of volunteers across the COBSEO charities.  To ensure the project was a success, we needed to engage stakeholders so created a working group, made up of representatives of the charities, volunteers and employees, to work alongside our development team to define business requirements.  They were also involved in the design and test of the application. This close collaboration ensured the end .NET application met business requirements, user needs and was practical to operate.

Rewards: 86% reduction in casework processing time

The web-based solution is accessed easily by SSAFA’s volunteers.  The system reduces duplication, improves efficiency and helps with benefit and funding applications, enabling the charity and grant maker to access statistical information and update the database of client cases with ease. COBSEO clients are seeing an 86 percent reduction in the time taken to process an annuity case.

The Software Solved difference 

  • Meeting the unique needs of the charity sector
  • Collaborative and adaptable approach to projects
  • Bespoke software development expertise
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