Using Open Data to Support Case Management

Public organizations handle many request from citizens, some are routine requests, while others are more complex. To handle requests it is assumed that the case handler and the client share some common grounds, for example that the client and handler have a basic shared understanding of the roles and requirement on them. In this paper we examine how the concept of open data can be used to help the interaction between the client and the case handler. Open data builds upon that public data sources, such as legislations and explanations thereof, is made public. Third parties can then make use of this data and provide tailor-made services for clients. The paper is based on a case study performed at a Swedish municipality, and focus on the potential of open data application for improving the municipalities case handling.