Enterprise Case Management Platform for a Federal Regulatory Agency
Government
What They Were Facing
The Bureau processed 85,000 regulatory cases annually — investigations, enforcement actions, licence reviews, and compliance audits — using a fragmented system of Access databases, shared drives, and paper files. Case assignment was manual and unbalanced, with some investigators carrying 3x the caseload of others. Evidence and correspondence were stored in personal email folders, creating chain-of-custody concerns. Management had no real-time visibility into case status or ageing, and average case resolution took 14 months. The agency faced congressional scrutiny over a backlog of 12,000 unresolved cases and inconsistent enforcement outcomes.
How We Solved It
AQBEE implemented Salesforce Government Cloud with a comprehensive case management framework covering the full regulatory lifecycle from intake through investigation, adjudication, enforcement, and resolution. Custom case types with configurable workflows supported each regulatory programme's unique processes while maintaining consistent data standards. An intelligent intake engine auto-classified incoming complaints using Einstein AI and routed them to the appropriate division with workload-balanced assignment. A secure document management system with chain-of-custody tracking replaced shared drives and email-based evidence storage. MuleSoft integrated external data sources including corporate registries, financial databases, and inter-agency intelligence feeds. Flow Orchestrator enforced regulatory timelines with escalation triggers for approaching deadlines. Tableau dashboards gave leadership real-time visibility into case inventory, ageing, investigator workload, and outcome consistency.
The Impact
Automated workflows, workload balancing, and deadline enforcement reduced average case resolution time from 14 months to 7 months.
Streamlined processes and balanced workload distribution reduced the unresolved case backlog from 12,000 to 3,200 within 18 months.
Automated case assignment, integrated evidence management, and pre-populated templates increased investigator throughput by 48%.
Standardised workflows with guided decision frameworks achieved 92% alignment in enforcement outcomes across all regional offices.
“We were managing 85,000 regulatory cases in Access databases and email folders. Congress was asking why we had a 12,000-case backlog, and honestly, we could not give them a good answer because we could not even see the backlog clearly. AQBEE built us a case management system that is secure, auditable, and actually works. Our backlog is down 73%, resolution time is half what it was, and for the first time, every regional office follows the same process. This is a transformation in the truest sense.”
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