Why should cases be categorized?

For the caseworker, categorization is an extra click with no obvious benefit. Its value only becomes apparent when someone aggregates a thousand cases and asks what people are actually contacting us about.

From answering quickly to avoiding the question altogether

Customer service is often measured by how quickly cases are resolved. However, the greatest benefit comes from eliminating the need for the inquiry. If the categorization shows that four hundred cases this year concerned the same unclear form, it is the form that should be changed—not the staffing level that should be increased.

Keep the categories few and recognizable

Eight to fifteen categories are enough for most people. If the list gets too long, people choose the first one that seems like a reasonable fit, and you end up measuring where the categories appear in the list rather than what the cases are about. Use the words your customers use, not internal system names.

Close the loop

Categorization that no one looks at is a waste of time—and caseworkers notice. Review the distribution quarterly and tell the team what it led to. That way, people understand the point of the extra click.