The Unified Case Management System (UCM)

A Knowledge Sharing Tool for the World Bank

What is it?
The UCM is a tracking/case management system being developed to improve the way
information intermediators at the World Bank locate, record, manage, aggregate, share, and
disseminate information. The World Bank Institutes Knowledge and Learning Services (WBIKL)
has played a key role in taking this initiative forward. The UCM will replace the current tracking
tool which was implemented in 1998 to support the initial needs of the Advisory Services
community.
Who will benefit?
The UCMs initial beneficiaries are information intermediators from the Advisory Services
Community; the Library and Archives for Development (Sectoral and IT Resource Center, Internal
Documents Unit and Archives) and the Library Network, notably the Joint Bank-Fund Library; and
RMA (Resource Management Advisory Services).
What will it do?
The UCM will feature a web interface, improved tracking, and integration with the Banks new ISP
(Internet Service Program) platform. The UCM will feature better connectivity to existing
Bank systems and databases (project portal, etc.), and improved reporting and directory
capabilities. The UCM will also provide a common space for the development and
publishing of knowledge items and FAQs.
History
In its continuing role as facilitator of the Advisory Services Community, WBIKL organized a
retreat in April 2002 which brought to light the critical need for a better tracking tool. WBIKL
began working with the OED Help Desk and the Education Advisory Service to research options
and gather business requirements. The findings where presented to ISG for discussion.
During these discussions, it became evident that there were other information intermediators
across the Bank such as the Resource Management Advisory Services and the Library and
Archives for Development, with similar needs for an in-house case management solution.
Together, all these services represent a critical mass of more than 120 staff responding to over
23,000 internal and external requests per month. To respond to the combined business need, the
organization (and in particular ISGs Director of Corporate Information Systems and his team),
recognized the need for the development of an institution-wide Unified Case Management
System (UCM).
Status
As of September 2003, capital budget has been allocated for the development of the UCM. ISG
has put in place a project team, and RMA has agreed to act as the main contact for the users
group (composed of RMA, WBIKL, OED, HDNED, the Library and Archives for Development, and
the Joint Library) created to work with developers going forward. WBIKLs role has shifted from
that of a convener to a champion, and WBIKL membership in the users group will ensure that
the requirements of the Advisory Services Community are met by the UCM.
Delivery of a UCM prototype is scheduled for user testing April 2004.
What the process has shown
The UCM process has shown that the convening role of central unit such as WBIKL can move
institution-wide initiatives forward. The UCM is also a good example of how users and developers
should work together from the outset to identify requirements, build teams, manage
expectations, and develop a common vision.
Prepared by Martha Pattillo Siv and Juan Blzquez Ancin (WBIKL)
September, 2003