eCase

What eCase is

eCase manages complaints and other correspondence cases for UK public sector organisations. It covers Freedom of Information and Subject Access Requests, parliamentary questions, ministerial correspondence, and statutory complaints. Complaint cases can be logged, processed, reassigned between teams or individuals, prioritised, and tracked with a timeline and audit trail. Built-in approvals support routing through case workflows. Web forms capture correspondence and support logging, triage, and assignment, while Secure Share provides a gateway for sending responses and files to customers. Live dashboards and reports show case progress and can help teams identify patterns and bottlenecks. eCase Sync connects with Microsoft Office and Google Docs to upload saved documents and manage version control. The service is available through web and API platforms, with workflow automation, omnichannel intake, investigation tools, and SLA tracking. eCase says data is held in UK government-approved datacentres, encrypted at rest, and encrypted in transit using TLS 1.2. It supports role-based access, single sign-on, and IP whitelisting, and says it follows UK government security standards and the NCSC's 14 Cloud Security Principles. Fivium Limited provides the service, and its eCase Experience Group offers delivery guidance, onboarding, training, reviews, and an annual value report.

Who it suits

eCase is designed for UK public sector organisations handling complaints and formal correspondence such as FOI, SAR, parliamentary questions, and ministerial correspondence. It suits teams that need case routing, approvals, audit trails, reporting, and support with delivery and onboarding.

Getting started

1. Visit the eCase complaints and case management website.
2. Contact eCase about a pay-per-use configuration for your organisation.
3. Plan configuration around network, case volume, tenancy, and organisation support.
4. Use the eCase Experience Group for delivery guidance, onboarding, and training.

Verdict

Consider eCase if your UK public sector organisation needs configurable case management for complaints and correspondence, with workflows, reporting, and support. Review the email encryption limitation and confirm the pay-per-use configuration and cost fit your organisation before choosing it.