Case Management Systems

Case management systems track individuals across multiple service encounters over time, maintaining longitudinal records of assessments, interventions, referrals, and outcomes. These platforms differ from data collection tools (which capture point-in-time information) and from CRM systems (which manage organisational relationships rather than individual care journeys). Case management platforms provide the workflow orchestration, documentation management, and inter-agency coordination capabilities required for structured service delivery programmes.

Assessment methodology

Tool assessments derive from official vendor documentation, published API references, release notes, and technical specifications as of January 2026. Feature availability varies by product tier, deployment model, and region. Verify current capabilities directly with vendors during procurement. Community-reported information is excluded; only documented features are assessed.

Requirements taxonomy

This taxonomy defines evaluation criteria for case management systems. Requirements are organised by functional area and weighted by typical priority for mission-driven organisations. Adjust weights based on your specific operational context.

Functional requirements

Core capabilities that define what a case management system must do.

Case intake and registration

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
F1.1	Individual registration	Create records for individuals with demographic attributes, identifiers, and contact information	Full: configurable registration forms with custom fields, duplicate detection, photo capture. Partial: fixed registration fields. None: no individual registration.	Review registration documentation; test form configuration	Essential
F1.2	Household and family modelling	Link individuals into household or family units with relationship types and role designations	Full: configurable relationship types, household head designation, graphical family tree view. Partial: basic parent-child relationships only. None: individuals only.	Review data model documentation; test relationship creation	Essential
F1.3	Duplicate detection and merge	Identify potential duplicate records during registration and merge confirmed duplicates	Full: configurable matching rules, probabilistic matching, merge with audit trail. Partial: basic exact-match detection. None: manual identification only.	Review matching algorithm documentation; test duplicate scenarios	Important
F1.4	Intake workflow configuration	Define multi-step intake processes with conditional routing based on responses	Full: workflow designer with branching logic, approval steps, automatic assignments. Partial: linear intake forms only. None: no workflow configuration.	Review workflow documentation; test conditional routing	Important
F1.5	External referral intake	Accept case referrals from external systems or agencies with data mapping	Full: API intake endpoints, configurable data mapping, referral tracking. Partial: manual data entry from referrals. None: no structured referral intake.	Review API documentation; test integration endpoints	Desirable
F1.6	Self-service registration	Enable individuals to initiate their own registration via web portal or mobile	Full: public registration forms with verification workflow, consent capture. Partial: organisation-initiated only. None: staff registration only.	Review portal documentation; test public access	Context-dependent

Case workflow and status management

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
F2.1	Case status lifecycle	Track cases through configurable status stages from intake to closure	Full: custom status definitions, required transitions, status history audit. Partial: fixed status options. None: no status tracking.	Review status configuration documentation	Essential
F2.2	Case type definitions	Support multiple case types with distinct workflows, forms, and requirements	Full: unlimited case types with independent configurations. Partial: limited case type options. None: single case type.	Review case type documentation; count available configurations	Essential
F2.3	Standard operating procedure integration	Embed SOP-defined activities and timelines into case workflows	Full: SOP templates with scheduled activities, deadline tracking, compliance indicators. Partial: manual SOP reference only. None: no SOP integration.	Review SOP documentation; test timeline creation	Important
F2.4	Case assignment and routing	Assign cases to workers based on rules, capacity, or manual selection	Full: automatic assignment rules, workload balancing, geographic routing. Partial: manual assignment only. None: no assignment tracking.	Review assignment rule documentation; test routing logic	Essential
F2.5	Case transfer between workers	Transfer case responsibility with history preservation and handover notes	Full: transfer workflow with approval, notification, complete history transfer. Partial: basic reassignment. None: no transfer capability.	Review transfer documentation; test handover process	Important
F2.6	Supervisor review and approval	Enable supervisory review of case actions with approval workflows	Full: configurable approval workflows, escalation rules, review dashboards. Partial: basic review flags. None: no approval workflows.	Review approval documentation; test supervision features	Important

Assessment and service planning

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
F3.1	Assessment form configuration	Create custom assessment instruments with scoring and conditional logic	Full: form builder with calculations, skip logic, validation rules, scoring. Partial: fixed assessment forms. None: free-text notes only.	Review form builder documentation; test form creation	Essential
F3.2	Risk assessment tools	Implement standardised risk assessment frameworks with automatic scoring	Full: configurable risk matrices, automatic score calculation, risk level alerts. Partial: manual risk recording. None: no risk framework.	Review risk assessment documentation	Important
F3.3	Service plan creation	Develop individualised service plans with goals, activities, and timelines	Full: goal hierarchies, activity scheduling, progress tracking, outcome indicators. Partial: basic text-based plans. None: no service planning module.	Review service plan documentation; test plan creation	Essential
F3.4	Service catalogue integration	Select services from a predefined catalogue with eligibility criteria	Full: searchable service catalogue with eligibility rules, availability status. Partial: static service list. None: free-text service entry.	Review catalogue documentation; test service selection	Important
F3.5	Outcome measurement	Track progress against defined outcomes with measurement frameworks	Full: configurable outcome indicators, progress visualisation, longitudinal tracking. Partial: basic outcome recording. None: no outcome framework.	Review outcomes documentation; test measurement configuration	Important
F3.6	Reassessment scheduling	Schedule and track periodic reassessments based on case type or risk level	Full: automatic reassessment scheduling, overdue alerts, comparative analysis. Partial: manual scheduling. None: no reassessment tracking.	Review scheduling documentation; test reminder configuration	Desirable

Documentation and notes

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
F4.1	Case notes and activity logging	Record narrative notes and activities against cases with timestamps and attribution	Full: rich text notes, activity types, duration tracking, attachments. Partial: basic text notes. None: no notes capability.	Review notes documentation; test note creation	Essential
F4.2	Document attachment and management	Attach files to cases with versioning and access controls	Full: file versioning, access controls by document type, preview capability, virus scanning. Partial: basic file upload. None: no attachments.	Review document management documentation; test file handling	Essential
F4.3	Template-based documentation	Generate documents from templates with case data auto-population	Full: configurable document templates, mail merge, PDF generation, electronic signature. Partial: fixed templates only. None: no document generation.	Review template documentation; test document creation	Important
F4.4	Voice and multimedia notes	Record voice notes or multimedia content attached to cases	Full: voice recording, video upload, transcription integration. Partial: audio upload only. None: text notes only.	Review multimedia documentation; test recording features	Desirable
F4.5	Audit trail and history	Maintain complete history of all case modifications with user attribution	Full: field-level change tracking, complete audit log, exportable history. Partial: record-level history only. None: no change tracking.	Review audit documentation; test history retrieval	Essential

Referral management

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
F5.1	Internal referral workflow	Refer cases between teams or programmes within the organisation	Full: configurable referral types, acceptance workflow, two-way communication. Partial: basic transfer notification. None: no internal referral tracking.	Review referral documentation; test internal referral process	Essential
F5.2	External referral tracking	Track referrals to external service providers with outcome recording	Full: external provider directory, referral status tracking, outcome capture, feedback loop. Partial: basic external referral logging. None: no external referral tracking.	Review external referral documentation; test provider integration	Essential
F5.3	Interagency information sharing	Share case information with external agencies with consent and access controls	Full: granular sharing permissions, consent tracking, audit logging, data minimisation controls. Partial: full record sharing only. None: no external sharing.	Review interoperability documentation; test sharing configuration	Important
F5.4	Referral pathway management	Define and manage referral pathways with eligibility criteria and provider capacity	Full: pathway definition, eligibility rules, capacity tracking, wait time visibility. Partial: static pathway lists. None: no pathway management.	Review pathway documentation; test pathway configuration	Important
F5.5	Bidirectional referral communication	Receive referral status updates and service records from external providers	Full: API-based status exchange, service record import, automated status updates. Partial: manual status updates. None: one-way referrals only.	Review integration documentation; test bidirectional exchange	Desirable

Reporting and analytics

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
F6.1	Caseload dashboards	Visualise caseload distribution, status, and workload metrics	Full: configurable dashboards, role-based views, real-time data, drill-down capability. Partial: fixed dashboard views. None: no dashboards.	Review dashboard documentation; test dashboard configuration	Essential
F6.2	Standard report library	Pre-built reports for common case management metrics	Full: extensive report library, scheduled delivery, multiple export formats. Partial: limited pre-built reports. None: no pre-built reports.	Review report library documentation; count available reports	Important
F6.3	Custom report builder	Create ad-hoc reports with user-defined criteria and output formats	Full: drag-and-drop report builder, cross-object reporting, calculated fields. Partial: parameter-based queries only. None: no custom reporting.	Review report builder documentation; test report creation	Important
F6.4	Aggregate data generation	Generate aggregate statistics for external reporting requirements	Full: configurable aggregation rules, HMIS integration, donor reporting templates. Partial: basic aggregation. None: manual aggregation required.	Review aggregation documentation; test aggregate export	Important
F6.5	Outcome and impact reporting	Report on programme outcomes with trend analysis and cohort tracking	Full: outcome frameworks, cohort analysis, longitudinal tracking, benchmark comparison. Partial: basic outcome counts. None: no outcome reporting.	Review outcome reporting documentation	Important
F6.6	Geographic analysis	Analyse case distribution and service coverage geographically	Full: GIS integration, map visualisation, catchment analysis, heat maps. Partial: location-based filtering. None: no geographic analysis.	Review GIS documentation; test mapping features	Desirable

Technical requirements

Infrastructure, architecture, and deployment considerations.

Deployment and hosting

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
T1.1	Self-hosted deployment option	Deploy on organisation-controlled infrastructure for data sovereignty	Full: complete feature parity with hosted version, documented deployment process, container support. Partial: self-hosted available with feature limitations. None: SaaS only.	Review deployment documentation; compare feature matrix	Important
T1.2	Cloud deployment options	Vendor-managed cloud deployment with regional data residency options	Full: multiple regions including EU, documented data residency, SOC 2 compliance. Partial: limited regions. None: single region or undisclosed.	Review infrastructure documentation; verify regional availability	Important
T1.3	Container deployment	Support for containerised deployment via Docker or Kubernetes	Full: official container images, Helm charts, documented orchestration. Partial: community images only. None: no container support.	Check container registries; review deployment docs	Desirable
T1.4	High availability architecture	Redundant deployment eliminating single points of failure	Full: documented HA architecture, automatic failover, geographic redundancy. Partial: manual failover procedures. None: single-instance only.	Review architecture documentation; verify clustering support	Context-dependent
T1.5	Offline-capable operation	Function without continuous network connectivity	Full: complete offline operation with automatic sync, conflict resolution. Partial: read-only offline. None: requires constant connectivity.	Review offline documentation; test offline scenarios	Essential
T1.6	Air-gapped deployment	Operate in environments without internet connectivity	Full: complete offline operation documented, local update mechanism. Partial: offline with limitations. None: requires internet.	Review air-gapped deployment documentation	Context-dependent

Scalability and performance

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
T2.1	Horizontal scaling	Add capacity by adding nodes rather than upgrading hardware	Full: documented horizontal scaling, load balancing, database sharding. Partial: limited horizontal scaling. None: vertical only.	Review scaling documentation; check architecture	Context-dependent
T2.2	Performance benchmarks	Published performance data under defined conditions	Full: detailed benchmarks with methodology, concurrent user limits. Partial: general performance claims. None: no published data.	Review performance documentation; request vendor data	Desirable
T2.3	Database size limits	Maximum supported database size and record counts	Full: documented limits with migration paths. Partial: soft limits only. None: undocumented.	Review capacity documentation; request vendor confirmation	Important
T2.4	Resource requirements	Published requirements for CPU, memory, storage, bandwidth	Full: detailed sizing guides by user count and case volume. Partial: minimum requirements only. None: undocumented.	Review system requirements documentation	Important

Integration architecture

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
T3.1	REST API availability	Programmatic access via REST API for integration and automation	Full: comprehensive API covering all features, versioned, documented. Partial: limited API coverage. None: no API.	Review API documentation completeness; compare to UI features	Essential
T3.2	API authentication methods	Supported methods for securing API access	Full: multiple methods (API keys, OAuth 2.0, OIDC, service accounts). Partial: single method. None: basic auth only.	Review API security documentation	Important
T3.3	Webhook support	Push event notifications to external systems	Full: configurable webhooks for all events, retry logic, payload customisation. Partial: limited events. None: polling only.	Review webhook documentation; check event coverage	Important
T3.4	Bulk data operations	Support for large-scale data import and export	Full: batch APIs, streaming, async operations, progress tracking. Partial: limited batch size. None: record-by-record only.	Review bulk operation documentation; check limits	Important
T3.5	FHIR compliance	Support for HL7 FHIR healthcare interoperability standard	Full: native FHIR resources, R4 compliance, SMART on FHIR. Partial: FHIR export only. None: no FHIR support.	Review FHIR documentation; test compliance	Context-dependent
T3.6	HMIS integration	Integration with health management information systems	Full: native DHIS2 integration, aggregate data push. Partial: manual data export. None: no HMIS integration.	Review HMIS integration documentation	Context-dependent

Security requirements

Security controls and data protection capabilities.

Authentication and access control

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
S1.1	Multi-factor authentication	MFA support on user accounts	Full: multiple MFA methods (TOTP, WebAuthn, push), enforced by policy. Partial: single MFA method. None: password only.	Review authentication documentation; test MFA configuration	Essential
S1.2	Single sign-on integration	Federated identity via SSO	Full: SAML 2.0 and OIDC support, multiple IdP. Partial: single protocol or IdP. None: local auth only.	Review SSO documentation; check supported protocols	Essential
S1.3	Role-based access control	Restrict access based on defined roles	Full: granular permissions, custom roles, object-level access. Partial: fixed roles only. None: all-or-nothing access.	Review RBAC documentation; test permission granularity	Essential
S1.4	Field-level permissions	Control visibility and editability at the field level	Full: configurable field visibility and edit permissions by role. Partial: form-level only. None: record-level only.	Review field security documentation	Important
S1.5	Geographic access restrictions	Limit access based on organisational unit or location	Full: hierarchical location-based access, data ownership by location. Partial: global access only. None: no geographic restrictions.	Review location-based access documentation	Important
S1.6	Session management	Control session duration and concurrent login policies	Full: configurable timeouts, concurrent session limits, forced logout. Partial: fixed session settings. None: no session controls.	Review session documentation	Important

Data protection

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
S2.1	Encryption at rest	Encrypt stored data	Full: AES-256 encryption, customer-managed keys option. Partial: platform-managed keys only. None: unencrypted storage.	Review encryption documentation; verify key management	Essential
S2.2	Encryption in transit	Encrypt data during transmission	Full: TLS 1.3, certificate pinning option, no fallback to unencrypted. Partial: TLS 1.2. None: unencrypted transmission possible.	Review transport security documentation; test configuration	Essential
S2.3	Data anonymisation	Anonymise or pseudonymise data for secondary use	Full: configurable anonymisation rules, differential privacy options. Partial: basic data masking. None: no anonymisation tools.	Review anonymisation documentation	Important
S2.4	Data retention policies	Enforce automated data retention and deletion	Full: configurable retention by data type, automated deletion, legal hold. Partial: manual deletion only. None: no retention automation.	Review retention documentation; test deletion workflows	Important
S2.5	Consent management	Track and enforce data processing consent	Full: granular consent tracking, purpose limitation enforcement, withdrawal workflow. Partial: basic consent recording. None: no consent tracking.	Review consent documentation; test consent workflows	Essential

Audit and compliance

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
S3.1	Comprehensive audit logging	Log all data access and modifications	Full: field-level audit, query logging, export capability, tamper-proof. Partial: record-level only. None: limited logging.	Review audit documentation; test log retrieval	Essential
S3.2	Security certifications	Third-party security certifications	Full: SOC 2 Type II, ISO 27001, penetration testing. Partial: SOC 2 Type I or self-assessment. None: no certifications.	Request certification documentation; verify currency	Important
S3.3	GDPR compliance features	Tools supporting GDPR compliance requirements	Full: data subject access, portability, erasure automation. Partial: manual compliance processes. None: no GDPR-specific features.	Review GDPR documentation; test data subject requests	Important
S3.4	Data residency controls	Control geographic location of data storage	Full: region selection with guarantees, no cross-border transfer without consent. Partial: primary region selection. None: undisclosed location.	Review data residency documentation; request DPA	Important

Operational requirements

Administration, support, and ongoing management considerations.

Administration and configuration

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
O1.1	Form builder interface	Configure forms without coding	Full: visual drag-and-drop builder, conditional logic, validation rules. Partial: template customisation only. None: developer-only configuration.	Review form builder documentation; test form creation	Essential
O1.2	Workflow configuration interface	Configure workflows without coding	Full: visual workflow designer, branching, triggers, notifications. Partial: limited workflow options. None: code-based only.	Review workflow documentation; test configuration	Important
O1.3	User management interface	Administer users, roles, and permissions	Full: bulk operations, role assignment, access review. Partial: individual user management. None: external admin only.	Review admin documentation; test user management	Essential
O1.4	System configuration options	Configure system behaviour and settings	Full: extensive configuration options, feature toggles. Partial: basic settings. None: fixed configuration.	Review configuration documentation; count configurable options	Important
O1.5	Multi-tenancy support	Support multiple independent organisations in single deployment	Full: complete data isolation, independent configuration per tenant. Partial: shared configuration. None: single tenant only.	Review multi-tenancy documentation	Context-dependent

Monitoring and observability

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
O2.1	System health monitoring	Monitor system performance and availability	Full: built-in monitoring, alerts, performance dashboards. Partial: basic status indicators. None: external monitoring required.	Review monitoring documentation	Important
O2.2	User activity monitoring	Track user login and activity patterns	Full: login history, session tracking, activity reports. Partial: basic login logs. None: no user monitoring.	Review activity monitoring documentation	Important
O2.3	Error tracking and alerting	Capture and alert on system errors	Full: error aggregation, alerting, stack traces. Partial: basic error logs. None: no error tracking.	Review error handling documentation	Important

Backup and recovery

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
O3.1	Automated backup	Regular automated data backup	Full: configurable schedule, multiple retention points, encrypted backups. Partial: daily backups only. None: manual backup required.	Review backup documentation; verify schedule	Essential
O3.2	Point-in-time recovery	Restore to specific point in time	Full: continuous backup with granular recovery. Partial: daily recovery points. None: latest backup only.	Review recovery documentation; test restoration	Important
O3.3	Disaster recovery	Recover from complete system failure	Full: documented DR procedures, tested recovery, RTO/RPO guarantees. Partial: basic recovery procedures. None: no DR plan.	Review DR documentation; request RTO/RPO	Important

Support and maintenance

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
O4.1	Documentation quality	Comprehensive user and administrator documentation	Full: complete documentation, regularly updated, searchable. Partial: basic documentation. None: minimal documentation.	Review documentation completeness and currency	Essential
O4.2	Training resources	Training materials and programmes available	Full: self-paced courses, live training, certification. Partial: basic tutorials. None: documentation only.	Review training availability; check certification options	Important
O4.3	Support channels	Available support channels and response times	Full: multiple channels, defined SLAs, 24x7 option. Partial: email support only. None: community support only.	Review support documentation; verify SLAs	Important
O4.4	Release frequency	Regularity of updates and new features	Full: regular releases, published roadmap, long-term support versions. Partial: infrequent updates. None: no regular releases.	Review release history; check roadmap	Important
O4.5	Community resources	Active user community and resources	Full: active forums, user groups, third-party integrations. Partial: vendor forums only. None: no community.	Review community activity; count third-party resources	Desirable

Mobile and field access requirements

Capabilities for field-based case workers.

ID	Requirement	Description	Assessment criteria	Verification method	Typical priority
M1.1	Native mobile application	Dedicated mobile app for case management functions	Full: native iOS and Android apps with core functionality. Partial: mobile web only. None: desktop-only interface.	Review mobile app documentation; test app availability	Essential
M1.2	Offline data capture	Capture case information without network connectivity	Full: complete case creation and editing offline, automatic sync. Partial: read-only offline. None: requires connectivity.	Review offline documentation; test offline scenarios	Essential
M1.3	Mobile data synchronisation	Sync data between mobile devices and server	Full: automatic background sync, conflict resolution, selective sync. Partial: manual sync. None: real-time only.	Review sync documentation; test sync behaviour	Essential
M1.4	GPS and location capture	Record geographic coordinates during case activities	Full: GPS capture, location history, map integration. Partial: manual location entry. None: no location capability.	Review GPS documentation; test location capture	Important
M1.5	Mobile photo and media capture	Capture photos and media attached to cases	Full: camera integration, photo annotation, video capture. Partial: photo upload only. None: no media capture.	Review media documentation; test capture features	Important
M1.6	Low-bandwidth optimisation	Function effectively on slow network connections	Full: data compression, incremental sync, progressive loading. Partial: basic compression. None: requires fast connection.	Review bandwidth documentation; test on slow connections	Important

Comparison matrices

Rating scale

Assessments use a standardised rating scale:

Symbol	Meaning
●	Full support: capability fully meets requirement with no significant limitations
◐	Partial support: capability exists with notable limitations or requires workarounds
○	Minimal support: basic capability exists but substantially limited
✗	Not supported: capability is not available
-	Not applicable: requirement does not apply to this tool
?	Not assessed: insufficient documentation to evaluate

Modifiers:

Modifier	Meaning
$	Feature requires paid tier beyond base licence
β	Feature in beta or preview
E	Feature available in enterprise tier only
P	Feature requires plugin or extension
C	Feature provided by community contribution

Solution overview

Tool	Type	Licence	Current version	Primary deployment	Focus area
Primero	FOSS	AGPL-3.0	2.11	Self-hosted / UNICEF Cloud	Child protection, GBV response
DHIS2 Tracker	FOSS	BSD-3-Clause	2.41	Self-hosted / Cloud	Health programme tracking
OpenMRS	FOSS	MPL-2.0	3.6	Self-hosted	Clinical case management
OpenSRP	FOSS	Apache-2.0	2.x	Self-hosted / Cloud	Community health, FHIR-native
CiviCRM	FOSS	AGPL-3.0	5.78	Self-hosted	Constituent services, workflows
CommCare	Commercial	Proprietary	2025.x	SaaS / Self-hosted	Data collection with case tracking
Casebook	Commercial	Proprietary	Current	SaaS	Human services case management
Salesforce	Commercial	Proprietary	Current	SaaS	Enterprise service management

Functional capability matrix

Case intake and registration

Requirement	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
F1.1 Individual registration	●	●	●	●	●	●	●	●
F1.2 Household modelling	●	●	◐	●	◐	●	●	◐$
F1.3 Duplicate detection	●	●	●	●	◐P	●	◐	●$
F1.4 Intake workflow	●	●	◐	●	●	●	●	●$
F1.5 External referral intake	●	◐	●	●	◐	●	◐	●
F1.6 Self-service registration	◐	✗	◐	✗	●P	◐	●	●$

Assessment notes:

Primero provides comprehensive registration with configurable forms, photo capture, and sophisticated duplicate matching using probabilistic algorithms. Household modelling includes genograms and extended family relationships specific to child protection contexts.

DHIS2 Tracker excels at tracked entity registration with configurable attributes and programme enrolment. Household modelling through relationships requires careful configuration. No native self-service portal.

OpenMRS registration is clinically focused with patient demographics. Household relationships exist but require module configuration. The FHIR API enables external intake integration.

OpenSRP provides FHIR-native patient registration with household enumeration for community health contexts. Mobile-first design optimises field registration workflows.

CiviCRM offers flexible contact management but requires the CiviCase extension for case management. Duplicate detection available through Dedupe Rules extension. Self-service via CiviCRM’s profile forms.

CommCare registration is highly configurable through XForms. Strong household modelling with case hierarchies. Limited self-service without custom application development.

Casebook provides intake workflows designed for human services with configurable forms. Duplicate detection is present but less sophisticated than specialised tools.

Salesforce requires Service Cloud for case management. Enterprise features require additional licensing (Health Cloud, Nonprofit Cloud). Robust duplicate management in paid tiers.

Case workflow and status management

Requirement	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
F2.1 Case status lifecycle	●	●	◐	●	●	●	●	●
F2.2 Case type definitions	●	●	●	●	●	●	●	●
F2.3 SOP integration	●	●	◐	●	●	●	◐	●$
F2.4 Case assignment	●	●	◐	●	●	●	●	●
F2.5 Case transfer	●	●	◐	●	●	◐	●	●
F2.6 Supervisor review	●	◐	◐	●	◐P	●	●	●$

Assessment notes:

Primero provides comprehensive case management with CPIMS+ (child protection) and GBVIMS+ (GBV) configurations. SOPs are embedded as case workflows with automatic activity scheduling. Supervisor approval workflows are configurable.

DHIS2 Tracker uses programme stages rather than traditional case status. SOPs are implemented through programme rules. Supervisor review available through user authorities but lacks dedicated approval workflows.

OpenMRS is clinically focused with visit/encounter paradigm rather than case status. Extension modules add case management capabilities. Limited workflow automation compared to dedicated case management systems.

OpenSRP implements care plans as case workflows with FHIR-native task management. Strong mobile supervision features for community health contexts.

CiviCRM’s CiviCase provides configurable case types with activity timelines. Supervisor approval requires custom configuration or extensions. Case transfer is straightforward with history preservation.

CommCare uses case properties to model status. Powerful application logic for SOPs but requires configuration effort. Case sharing and transfer require careful application design.

Casebook provides human services workflow with configurable status stages. Limited SOP automation compared to specialised humanitarian tools.

Salesforce offers extensive workflow automation through Flow. Advanced features require additional licensing. Enterprise approval processes available.

Assessment and service planning

Requirement	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
F3.1 Assessment forms	●	●	●	●	●	●	●	●
F3.2 Risk assessment	●	◐	◐	●	◐P	●	◐	●$
F3.3 Service plan creation	●	◐	●	●	●	●	●	●$
F3.4 Service catalogue	●	◐	●	◐	◐	◐	●	●
F3.5 Outcome measurement	●	●	◐	◐	◐	●	●	●$
F3.6 Reassessment scheduling	●	●	◐	●	●	●	◐	●$

Assessment notes:

Primero includes standardised child protection and GBV assessment forms with built-in risk scoring. Service planning is core functionality with action plan tracking. Outcome measurement includes IRC-developed outcome scales for GBVIMS+.

DHIS2 Tracker provides flexible programme stage design for assessments. Risk scoring requires programme indicators configuration. Service planning is not a native concept but can be modelled through programme stages.

OpenMRS offers clinical form capabilities through Form Builder and O3 Form Engine. Care plans are supported for treatment planning. Outcome measurement through clinical indicators.

OpenSRP implements care plans with WHO Smart Guidelines integration. Task-based follow-up scheduling is well-developed for community health protocols.

CiviCRM case activities can model assessments but lack native scoring. Extensions available for specific assessment types. Service plans through activity timelines.

CommCare provides powerful form design with calculations for risk scoring. Service planning through case properties and scheduled forms. Outcome tracking through programme indicator configuration.

Casebook includes assessment tools designed for human services contexts. Service planning is core functionality. Built-in reports support outcome measurement.

Salesforce requires configuration for assessment scoring. Health Cloud and Nonprofit Cloud include care plan functionality at additional cost.

Referral management

Requirement	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
F5.1 Internal referral	●	◐	●	◐	●	●	●	●
F5.2 External referral	●	◐	●	◐	◐	◐	●	●$
F5.3 Interagency sharing	●	◐	●	◐	◐	◐	◐	●E
F5.4 Referral pathways	●	◐	◐	◐	◐	◐	◐	◐$
F5.5 Bidirectional communication	●	◐	●	◐	◐	◐	◐	●E

Assessment notes:

Primero excels at referral management with built-in interagency sharing capabilities designed for humanitarian coordination. Includes consent-based data sharing with configurable field-level permissions. Integrates with UNHCR proGres and other systems.

DHIS2 Tracker supports referrals through ownership transfer and sharing. True interagency sharing requires careful data sharing configuration or custom integration.

OpenMRS provides FHIR-based referral capabilities. ServiceRequest resources enable external referrals. Interoperability strength enables bidirectional communication with other FHIR systems.

OpenSRP supports referrals within care workflows. Limited external referral tracking compared to specialised systems.

CiviCRM case activities can track referrals. External provider management requires extension or custom configuration.

CommCare requires application configuration for referral workflows. Integration layer can enable external communication.

Casebook includes referral tracking for human services. Limited interagency sharing capabilities.

Salesforce provides sophisticated referral management with additional licensing. Health Cloud includes care coordination features.

Technical capability matrix

Deployment options

Capability	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
Self-hosted	●	●	●	●	●	●$	✗	✗
Vendor cloud	●	●	◐	●	◐	●	●	●
Container support	●	●	●	●	●	●	-	-
High availability	●	●	●	●	●	●	●	●
Offline operation	●	●	◐	●	✗	●	◐	◐
Air-gapped	●	●	●	◐	●	◐	✗	✗

Deployment details:

Tool	Self-hosted requirements	Container options	Cloud regions
Primero	Docker Compose or Kubernetes, PostgreSQL, Redis	Official Docker images, Helm charts	UNICEF Azure (multiple regions)
DHIS2 Tracker	Tomcat, PostgreSQL, minimum 4GB RAM	Official Docker images, Helm charts	Multiple providers available
OpenMRS	Java 11+, MySQL/MariaDB 8+, minimum 4GB RAM	Official Docker images, Docker Compose	Community hosting available
OpenSRP	HAPI FHIR, Keycloak, minimum 8GB RAM	Docker Compose provided	Ona cloud, Google Cloud
CiviCRM	PHP 8.1+, MySQL/MariaDB, CMS host	Docker available via community	Hosting partners available
CommCare	-	-	Multi-region SaaS
Casebook	-	-	US-based cloud
Salesforce	-	-	Global data centres

API capabilities

Capability	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
REST API	●	●	●	●	●	●$	●$	●
API versioning	●	●	●	●	●	●	◐	●
OAuth 2.0	◐	●	●	●	◐	●	●	●
Webhooks	◐	◐	◐	◐	◐P	●	●	●
Bulk operations	●	●	●	●	●	●	●	●
GraphQL	✗	✗	✗	✗	✗	✗	✗	✗

API details:

Tool	API documentation	Authentication methods	Rate limits
Primero	GitHub doc/api.md	JWT tokens, 60-minute expiry	Not published
DHIS2 Tracker	docs.dhis2.org	Basic, OAuth 2.0, API tokens	Configurable
OpenMRS	wiki.openmrs.org	Basic, Session, OAuth 2.0	Not enforced
OpenSRP	docs.opensrp.io	Keycloak OAuth 2.0, JWT	Configurable
CiviCRM	docs.civicrm.org	Site key, API key	Not enforced
CommCare	commcare-hq.readthedocs.io	API key (email:key), OAuth 2.0	Plan-dependent
Casebook	gohub.casebook.net	OAuth 2.0, 1-hour token expiry	Not published
Salesforce	developer.salesforce.com	OAuth 2.0, JWT, SOAP	Plan-dependent

Standards compliance

Standard	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
HL7 FHIR	◐	◐	●	●	✗	◐	✗	●$
OpenRosa XForms	✗	✗	✗	✗	✗	●	✗	✗
DHIS2 ADX	◐	●	◐	◐	✗	●	✗	✗
IATI	✗	✗	✗	✗	◐P	✗	✗	◐$
IMS Global	✗	✗	✗	✗	✗	✗	✗	◐$

Security capability matrix

Authentication methods

Method	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
Username/password	●	●	●	●	●	●	●	●
TOTP MFA	●	●	●	●	◐P	●	●	●
WebAuthn/FIDO2	◐	◐	◐	●	✗	◐	◐	●
SAML 2.0 SSO	●	●	●	●	◐P	●$	●	●
OIDC SSO	●	●	●	●	◐P	●$	●	●
Smart card/PIV	✗	✗	◐	✗	✗	✗	✗	●E

Data protection

Capability	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
Encryption at rest	●	●	●	●	●	●	●	●
Field-level encryption	◐	◐	◐	◐	◐P	◐	◐	●$
Customer-managed keys	◐	◐	●	◐	●	✗	✗	●E
Data masking	●	●	●	◐	◐	◐	◐	●$
Consent management	●	◐	◐	◐	◐P	◐	◐	●$
Right to erasure	●	●	●	◐	●	◐	●	●

Security certifications

Certification	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
SOC 2 Type II	◐	◐	✗	◐	✗	●	●	●
ISO 27001	◐	◐	✗	◐	✗	●	◐	●
HIPAA attestation	✗	✗	✗	◐	✗	●$	●	●
FedRAMP	✗	✗	✗	✗	✗	✗	✗	●
CSA STAR	✗	✗	✗	✗	✗	◐	✗	●

Notes: FOSS solutions’ certifications depend on hosting provider. UNICEF Azure hosting for Primero includes Azure certifications. Self-hosted deployments require organisation’s own security controls.

Mobile and offline capability matrix

Capability	Primero	DHIS2 Tracker	OpenMRS	OpenSRP	CiviCRM	CommCare	Casebook	Salesforce
Native Android app	●	●	◐	●	✗	●	◐	●$
Native iOS app	◐	◐	◐	✗	✗	●	◐	●$
Progressive web app	●	●	●	◐	◐	●	●	●
Full offline operation	●	●	◐	●	✗	●	✗	◐$
Offline data sync	●	●	◐	●	✗	●	◐	◐$
Conflict resolution	●	●	◐	●	-	●	-	◐$
GPS capture	●	●	◐	●	◐P	●	◐	●
Photo capture	●	●	●	●	◐P	●	●	●

Assessment notes:

Primero’s RapidReg mobile app provides full offline child protection case management with sophisticated sync. PWA also supports offline with service workers.

DHIS2 Android Capture app supports offline tracker data entry with automatic sync when connectivity returns. Good conflict resolution.

OpenMRS mobile capabilities vary by implementation. O3 includes PWA with offline capabilities. Dedicated mobile apps exist for specific use cases.

OpenSRP’s Android app is designed for offline-first community health work. No iOS app currently available. FHIR-based sync handles conflicts well.

CiviCRM lacks native mobile apps. Responsive design works on mobile browsers but no offline capability.

CommCare provides the strongest mobile platform with full offline operation, sophisticated sync with conflict resolution, and extensive media capture.

Casebook provides mobile web access but limited offline functionality.

Salesforce mobile apps require Field Service or additional licensing for full offline capability.

Pricing comparison

Tool	Licence model	Base cost	Per-user cost	Enterprise tier
Primero	AGPL-3.0	Free (self-hosted)	N/A	UNICEF hosting available
DHIS2 Tracker	BSD-3-Clause	Free (self-hosted)	N/A	Partner support available
OpenMRS	MPL-2.0	Free (self-hosted)	N/A	Implementation partners
OpenSRP	Apache-2.0	Free (self-hosted)	N/A	Ona implementation services
CiviCRM	AGPL-3.0	Free (self-hosted)	N/A	Hosting partners
CommCare	Proprietary	Free (limited)	$250-500/month plan-based	$1000+/month
Casebook	Proprietary	Contact vendor	Per-user pricing	Contact vendor
Salesforce	Proprietary	$25/user/month minimum	$100-300/user/month typical	$400+/user/month

Cost notes:

FOSS solutions have zero licensing cost but require infrastructure, implementation, and ongoing support investment. Total cost of ownership depends heavily on internal technical capacity.

CommCare offers a Community tier with limited features. Standard Plan required for API access. Nonprofit pricing available.

Casebook uses per-user pricing model with transparent rates. Specific pricing requires vendor consultation.

Salesforce provides Power of Us programme offering 10 free Enterprise Edition licences to eligible nonprofits. Additional licences at discounted rates. Service Cloud and additional products require separate licensing.

TCO considerations:

Cost category	FOSS self-hosted	FOSS managed	Commercial SaaS
Licensing	None	None-Low	High
Infrastructure	Medium-High	Low	None
Implementation	High	Medium	Medium
Training	Medium	Medium	Low-Medium
Ongoing support	Medium-High	Low-Medium	Low
Customisation	Medium	Medium-High	Medium-High

Individual tool assessments

Primero

Type: FOSS
Licence: AGPL-3.0
Current version: 2.11 (December 2025)
Source: https://github.com/primeroIMS/primero
Documentation: https://support.primero.org / GitHub docs

Primero is an open source case management platform developed by UNICEF for child protection and gender-based violence response. The system implements CPIMS+ (Child Protection Information Management System) and GBVIMS+ (Gender-Based Violence Information Management System) standards used across humanitarian response contexts. Primero serves as a certified digital public good with implementations in over 80 countries.

The platform architecture uses Ruby on Rails backend with React frontend, PostgreSQL database, and optional Solr for search indexing. Deployment options include Docker Compose for single-server installations and Kubernetes for scaled deployments. UNICEF provides cloud hosting through Azure for implementations requiring managed infrastructure.

Capability assessment for case management:

Primero provides comprehensive case management functionality specifically designed for protection contexts. Case workflows implement Inter-Agency CP and GBV Standard Operating Procedures with configurable timelines, activities, and approval gates. The referral system supports both internal transfers and interagency sharing with granular consent-based access controls.

Assessment tools include standardised child protection and GBV instruments with automatic risk scoring. The GBVIMS+ configuration includes IRC’s GBV Case Management Outcome Scales for outcome measurement. Service planning functionality tracks action plans with scheduled activities and deadline monitoring.

Offline capability through the RapidReg mobile application enables full case management in disconnected environments. Data synchronisation handles conflict resolution for cases edited offline by multiple users. The PWA implementation provides browser-based offline access as an alternative to the native app.

Strengths:

Purpose-built for humanitarian protection contexts with CP and GBV expertise embedded
Strong interagency sharing capabilities designed for coordination contexts
Mature offline functionality with sophisticated sync and conflict resolution
No licensing costs with UNICEF-backed long-term sustainability
Compliance with humanitarian data protection standards
Active development with regular releases and roadmap transparency

Limitations:

Steep learning curve for configuration and administration
Limited applicability outside protection/humanitarian contexts
Requires significant implementation expertise for deployment
Documentation quality varies; some features poorly documented
Self-hosted deployment requires substantial technical capacity
No native iOS application (Android and PWA only)

Deployment requirements (self-hosted):

Component	Minimum	Recommended
CPU	2 cores	4+ cores
RAM	4GB	8GB+
Storage	20GB	100GB+
Database	PostgreSQL 13+	PostgreSQL 15+
Container runtime	Docker 20.10+	Kubernetes 1.25+

Organisational fit:

Best suited for: Humanitarian organisations implementing child protection or GBV programmes, government social welfare agencies in development contexts, organisations requiring interagency data sharing with protection-specific consent management.

Less suitable for: Non-protection case management, organisations without technical implementation capacity, contexts requiring iOS mobile app, small organisations without dedicated IT support.

DHIS2 Tracker

Type: FOSS
Licence: BSD-3-Clause
Current version: 2.41 (2025)
Source: https://github.com/dhis2
Documentation: https://docs.dhis2.org

DHIS2 Tracker extends the DHIS2 health information management platform with individual-level data capture and longitudinal tracking capabilities. While DHIS2 Core handles aggregate data, Tracker enables case-based surveillance, patient tracking, and programme monitoring at individual level. The platform is deployed as the national health information system in over 80 countries.

The architecture is Java-based with PostgreSQL backend. Tracker functionality integrates with DHIS2’s organisation unit hierarchy, user management, and analytics infrastructure. The Android Capture app provides mobile data entry with offline support.

Capability assessment for case management:

DHIS2 Tracker implements case management through the tracked entity and programme model. Tracked entities represent individuals (or other tracked items) with configurable attributes. Programmes define the service delivery workflow through programme stages, which represent encounters or service events.

Programme rules provide decision support and workflow automation, triggering actions based on data values. This enables risk flagging, automatic calculations, and conditional data entry. Working lists filter tracked entities by criteria, functioning as case worklists for case managers.

The platform excels at health programme tracking with strong analytical capabilities. Programme indicators aggregate individual data for reporting. Integration with DHIS2’s visualisation tools enables dashboards combining aggregate and individual data views.

Strengths:

Deep integration with national HMIS infrastructure in 80+ countries
Strong analytical capabilities bridging individual and aggregate data
Mature offline mobile application with good sync reliability
Programme rules provide flexible decision support
Large implementer community and extensive documentation
No licensing costs with established long-term sustainability

Limitations:

Designed for health data, requiring adaptation for non-health case management
Limited workflow orchestration compared to dedicated case management tools
Referral management is basic compared to social services tools
Service planning not a native concept; requires programme design workarounds
Supervision and approval workflows require custom configuration
Learning curve for programme design and configuration

Deployment requirements:

Component	Minimum	Recommended
CPU	4 cores	8+ cores
RAM	8GB	16GB+
Storage	50GB	500GB+
Database	PostgreSQL 13+	PostgreSQL 15+
Java	OpenJDK 11+	OpenJDK 17+

Organisational fit:

Best suited for: Health programmes requiring individual tracking integrated with HMIS, ministries of health implementing case-based surveillance, organisations already using DHIS2 for aggregate reporting.

Less suitable for: Non-health social services case management, organisations requiring sophisticated workflow automation, contexts without existing DHIS2 implementation or expertise.

OpenMRS

Type: FOSS
Licence: MPL-2.0
Current version: 3.6 (November 2025)
Source: https://github.com/openmrs
Documentation: https://wiki.openmrs.org

OpenMRS is an open source electronic medical record system designed for resource-constrained healthcare environments. The platform uses a concept dictionary architecture enabling flexible clinical data modelling without schema changes. OpenMRS 3 (O3) introduces a modern React frontend with improved user experience.

Capability assessment for case management:

OpenMRS approaches case management from a clinical perspective. Patients serve as the tracked entity with configurable person attributes. Clinical encounters record service delivery events with observations capturing clinical data points. Care plans provide service planning functionality for treatment protocols.

The FHIR module enables standards-based integration, supporting Patient, Encounter, Observation, CarePlan, and ServiceRequest resources. This positions OpenMRS as an interoperable component in health information exchange architectures.

Case management workflows rely on visit types and encounter types to model service delivery. Form Builder and Form Engine enable custom form creation. Clinical decision support is available through module extensions.

Strengths:

Mature clinical data model with 20+ years of refinement
Strong FHIR compliance enabling health information exchange
Large implementation community with country-specific distributions
Flexible concept dictionary avoids schema lock-in
No licensing costs with established sustainability model
Modern O3 frontend improving usability

Limitations:

Designed for clinical contexts; adaptation needed for social services
Case management workflows less developed than dedicated tools
Referral management basic compared to social services platforms
Offline capability varies by implementation
Complex architecture requires significant technical expertise
Configuration through modules can be fragmented

Deployment requirements:

Component	Minimum	Recommended
CPU	2 cores	4+ cores
RAM	4GB	8GB+
Storage	50GB	200GB+
Database	MySQL 8.0+	MySQL 8.0+
Java	OpenJDK 11+	OpenJDK 17+

Organisational fit:

Best suited for: Healthcare facilities requiring EMR with case tracking, HIV/TB programmes with longitudinal patient management, health programmes requiring FHIR interoperability.

Less suitable for: Non-clinical case management, organisations without clinical workflow requirements, contexts requiring sophisticated social services workflow automation.

OpenSRP

Type: FOSS
Licence: Apache-2.0
Current version: 2.x (FHIR Core)
Source: https://github.com/opensrp
Documentation: https://docs.opensrp.io

OpenSRP (Open Smart Register Platform) is a FHIR-native mobile health platform designed for community health programmes. OpenSRP 2 (FHIR Core) builds on the Android FHIR SDK and HAPI FHIR server, providing offline-first mobile case management aligned with WHO Smart Guidelines.

The architecture uses HAPI FHIR as the data store, Keycloak for identity management, and a Kotlin-based Android application. Configuration is FHIR-native, using Questionnaires for forms and PlanDefinitions for workflows.

Capability assessment for case management:

OpenSRP implements case management through FHIR resources. Patients and Groups (households) serve as tracked entities. CarePlans define service protocols with Tasks representing individual service actions. This FHIR-native approach enables standards-based interoperability.

The Android application provides full offline operation with sophisticated sync handling. Task management drives worker activity lists, showing overdue services and scheduled visits. In-app reports aggregate data for community health worker performance monitoring.

WHO Smart Guidelines integration enables standardised clinical protocols. CQL (Clinical Quality Language) provides decision support logic. The platform supports maternal and child health, immunisation, family planning, and community case management use cases.

Strengths:

FHIR-native architecture enabling standards-based interoperability
Strong offline-first mobile design for community health
WHO Smart Guidelines integration for standardised protocols
Modern Kotlin/Android development with active maintenance
Open source with no licensing costs
Designed specifically for community health contexts

Limitations:

No iOS application currently available
Requires FHIR expertise for configuration
Smaller implementation community than alternatives
Limited applicability outside health contexts
Self-hosted deployment requires significant infrastructure
Documentation still maturing for newer features

Deployment requirements:

Component	Minimum	Recommended
CPU	4 cores	8+ cores
RAM	8GB	16GB+
Storage	100GB	500GB+
Components	HAPI FHIR, Keycloak, PostgreSQL	Add OpenSearch, Redis

Organisational fit:

Best suited for: Community health programmes requiring mobile-first case management, organisations implementing WHO Smart Guidelines, health systems building FHIR-based infrastructure.

Less suitable for: Non-health case management, organisations requiring iOS support, implementations without FHIR expertise, small-scale deployments where simpler tools suffice.

CiviCRM

Type: FOSS
Licence: AGPL-3.0
Current version: 5.78 (2025)
Source: https://github.com/civicrm/civicrm-core
Documentation: https://docs.civicrm.org

CiviCRM is an open source constituent relationship management system designed for nonprofits. CiviCase, the case management component, tracks sequences of interactions and activities related to individuals. The platform integrates with WordPress, Drupal, Joomla, and Backdrop CMS.

Capability assessment for case management:

CiviCase provides activity-based case management within CiviCRM’s contact management infrastructure. Cases aggregate activities (interactions, tasks, communications) with configurable timelines defining expected activity sequences. Case types enable different workflow configurations for different service types.

The strength of CiviCase lies in its integration with CiviCRM’s broader functionality: contact management, communications, events, contributions, and memberships. This makes it suitable for organisations managing constituent relationships alongside case management needs.

Case roles define relationships between contacts and cases, identifying case managers, clients, and involved parties. The case dashboard provides worker-centric views of caseloads and pending activities.

Strengths:

Integrated with comprehensive constituent management functionality
Flexible activity-based case model
Strong contact relationship management
Established large user community
No licensing costs
Extensive extension ecosystem

Limitations:

Limited case management depth compared to specialised tools
No native mobile application
No offline capability
Requires CMS hosting (WordPress, Drupal, etc.)
Extension dependency for some features
Less suitable for complex case workflows

Deployment requirements:

Component	Minimum	Recommended
PHP	8.1+	8.2+
Database	MySQL 5.7+ / MariaDB 10.4+	MySQL 8.0+ / MariaDB 10.6+
CMS	WordPress 6.0+ / Drupal 9.4+	Current versions
RAM	256MB PHP memory	512MB+ PHP memory

Organisational fit:

Best suited for: Nonprofits needing case management integrated with donor/member management, constituent services organisations, advocacy organisations tracking constituent interactions.

Less suitable for: Complex case management workflows, field-based mobile case work, health or protection programmes requiring specialised tools, organisations needing offline operation.

CommCare

Type: Commercial (open source codebase)
Licence: Proprietary SaaS (BSD-3-Clause codebase)
Current version: 2025.x
Documentation: https://commcare-hq.readthedocs.io

CommCare is a mobile data collection and case management platform developed by Dimagi. While the codebase is open source, most deployments use CommCare HQ SaaS. The platform is widely deployed in global health and development contexts with over one million frontline workers.

Capability assessment for case management:

CommCare’s case management builds on its XForms-based data collection engine. Cases track entities over time with properties capturing their state. Case lists and details provide worker views of their caseload. Case sharing enables team-based case management.

Application Builder enables no-code configuration of forms, case properties, and workflow logic. The expression engine provides sophisticated calculations and decision support. Scheduled forms, reminders, and automated case updates support proactive case management.

CommCare’s mobile application provides robust offline operation with sophisticated sync handling. The platform excels in challenging connectivity environments with proven performance in remote health programmes worldwide.

Strengths:

Proven at scale in global health and development contexts
Strong offline mobile platform with reliable sync
Powerful application builder for no-code configuration
Extensive integration options including DHIS2
Comprehensive documentation and training resources
Active development with regular releases

Limitations:

API access requires paid plan (Standard or above)
Case management is secondary to data collection focus
Limited case workflow orchestration compared to dedicated tools
Self-hosting requires significant effort
Commercial pricing for full functionality
Learning curve for application design

Pricing:

Plan	Monthly cost	Users	Key features
Community	Free	Unlimited	Basic features, no API
Standard	~$250	Varies	API access, integrations
Pro	~$500	Varies	Advanced features
Enterprise	Custom	Unlimited	Full features, SLA

Organisational fit:

Best suited for: Health and development programmes requiring robust mobile data collection with case tracking, organisations needing proven offline-first mobile platform, programmes at scale requiring reliable infrastructure.

Less suitable for: Organisations needing sophisticated case workflow orchestration, contexts where API access is essential but budget is limited, organisations preferring purely open source solutions.

Casebook

Type: Commercial
Licence: Proprietary
Current version: Current SaaS
Documentation: https://gohub.casebook.net

Casebook is a cloud-based case management platform designed for human services organisations. The platform provides intake, case management, service tracking, and reporting functionality tailored for social work contexts including foster care, adoption, workforce development, and community services.

Capability assessment for case management:

Casebook provides comprehensive human services case management with person-centric data modelling. Intake workflows capture initial referrals and assessments. Case records track service plans, activities, and outcomes over time. Provider networks manage external service provider relationships.

The platform includes configurable forms, workflow automation, and reporting capabilities. Integration options through REST API enable connection with external systems. Zapier integration provides no-code connections to common applications.

Mobile access through responsive web design enables field-based case work, though with limited offline capability compared to mobile-native platforms.

Strengths:

Purpose-built for human services case management
Modern, intuitive user interface
Configurable without technical expertise
Good customer support reputation
HIPAA compliance available
Competitive pricing for nonprofits

Limitations:

SaaS-only deployment (no self-hosting option)
Limited offline capability
US-based data hosting
Less suitable for international humanitarian contexts
API documentation less comprehensive than alternatives
Smaller ecosystem than larger platforms

Pricing:

Contact vendor for specific pricing. Per-user pricing model with nonprofit-appropriate rates. No free tier available.

Organisational fit:

Best suited for: US-based human services nonprofits, child welfare and adoption agencies, workforce development programmes, community service organisations needing accessible case management.

Less suitable for: International humanitarian organisations, organisations requiring data sovereignty outside US, field-heavy programmes needing robust offline operation, organisations preferring open source solutions.

Salesforce

Type: Commercial
Licence: Proprietary
Current version: Current multi-tenant SaaS
Documentation: https://developer.salesforce.com

Salesforce provides case management through Service Cloud and specialised offerings including Nonprofit Cloud and Health Cloud. The platform offers extensive customisation, integration, and automation capabilities within a large enterprise software ecosystem.

Capability assessment for case management:

Salesforce case management centres on the Case object representing customer issues or service requests. For human services contexts, Nonprofit Cloud Case Management extends this with participant management, goal tracking, and service delivery functionality using FHIR-aligned data models.

Flow Builder provides no-code workflow automation. Process automation handles case routing, escalation, and assignment. The AppExchange marketplace offers hundreds of extensions for specialised needs.

Salesforce’s strength lies in its platform capabilities: extensive customisation, powerful automation, robust API, and large ecosystem. Integration options are essentially unlimited given the platform’s prevalence.

Strengths:

Extensive customisation and platform capabilities
Powerful automation through Flow
Large ecosystem with AppExchange extensions
Strong API and integration options
Enterprise security and compliance certifications
Power of Us programme providing free licences to nonprofits

Limitations:

Complexity requiring certified administrators
Significant cost beyond free Power of Us licences
Platform lock-in concerns
Case management requires additional products (Service Cloud, Nonprofit Cloud)
US-headquartered with CLOUD Act implications
Learning curve for effective utilisation

Pricing:

Product	Per user/month	Notes
Essentials	$25	Basic CRM
Professional	$80	Standard features
Enterprise	$165	Advanced automation
Nonprofit Cloud	Varies	Case management features
Service Cloud	$25-300+	Case management foundation

Power of Us provides 10 free Enterprise licences to eligible nonprofits. Additional licences available at discounted rates.

Organisational fit:

Best suited for: Larger nonprofits with Salesforce expertise, organisations already invested in Salesforce ecosystem, programmes requiring enterprise integration capabilities.

Less suitable for: Small organisations without Salesforce expertise, field-heavy programmes needing offline operation, organisations with data sovereignty concerns about US platforms, organisations preferring open source solutions.

Selection guidance

Decision framework

                           +------------------+
                           | What is the      |
                           | primary context? |
                           +--------+---------+
                                    |
          +-------------------------+-------------------------+
          |                         |                         |
          v                         v                         v
+-------------------+     +-------------------+     +-------------------+
| Humanitarian      |     | Health            |     | Social services   |
| protection        |     | programmes        |     | general           |
+--------+----------+     +--------+----------+     +--------+----------+
         |                         |                         |
         v                         v                         v
+-------------------+     +-------------------+     +-------------------+
| Primero           |     | OpenSRP or        |     | CommCare or       |
| (CP/GBV standard) |     | DHIS2 Tracker or  |     | CiviCRM or        |
|                   |     | OpenMRS           |     | Casebook          |
+--------+----------+     +--------+----------+     +--------+----------+
         |                         |                         |
         v                         v                         v
+-------------------+     +-------------------+     +-------------------+
| Offline           |     | FHIR integration  |     | Existing          |
| essential?        |     | required?         |     | CRM needs?        |
+-------------------+     +-------------------+     +-------------------+
         |                         |                         |
    Yes: Primero            Yes: OpenSRP,             Yes: CiviCRM,
    RapidReg                OpenMRS FHIR              Salesforce
         |                         |                         |
    No: Primero             No: DHIS2 Tracker         No: CommCare,
    PWA sufficient          if aggregate              Casebook
                            reporting priority

Recommendations by organisational context

For organisations with minimal IT capacity

Primary recommendation: Casebook or CommCare (SaaS)

These platforms minimise operational burden through managed hosting while providing accessible configuration interfaces. Casebook offers intuitive human services workflows. CommCare provides proven mobile data collection with case tracking.

Alternative: DHIS2 Tracker with hosted instance

Where health programme context and DHIS2 expertise exist through ministry partnerships, leveraging existing DHIS2 infrastructure reduces implementation complexity.

Avoid: Self-hosted FOSS solutions without implementation partner support. The operational burden of Primero, OpenMRS, or OpenSRP self-hosting exceeds typical capacity.

For organisations with established IT capacity

Primary recommendation: Context-dependent selection from full range

Evaluate based on functional fit rather than operational constraints:

Protection programmes: Primero provides the most complete CP/GBV case management
Health programmes: OpenSRP for FHIR-native community health, OpenMRS for clinical EMR, DHIS2 Tracker for HMIS-integrated tracking
General social services: CiviCRM for constituent-integrated case management, CommCare for mobile-first programmes

Self-hosting considerations: With adequate technical capacity, FOSS self-hosting eliminates licensing costs and provides data sovereignty control. Budget 0.5-1 FTE for ongoing maintenance of self-hosted deployments.

For organisations with data sovereignty requirements

Primary recommendation: Self-hosted FOSS solutions (Primero, DHIS2, OpenMRS, OpenSRP, CiviCRM)

Self-hosting on organisation-controlled infrastructure (own data centre or selected cloud region) provides complete data residency control. All FOSS solutions support containerised deployment enabling flexible infrastructure choices.

Alternative: Salesforce with Shield and data residency options (at significant additional cost)

Avoid: US-headquartered SaaS without data residency controls where CLOUD Act exposure is a concern for the data types involved.

For organisations with field-heavy mobile requirements

Primary recommendation: CommCare or OpenSRP

CommCare provides the most mature offline-first mobile platform with proven reliability in challenging connectivity environments. OpenSRP offers FHIR-native health case management with strong offline operation.

Alternative: Primero with RapidReg for protection contexts

Primero’s mobile application handles offline case management for child protection and GBV programmes effectively.

Avoid: CiviCRM (no offline), Casebook (limited offline), Salesforce without Field Service (limited offline)

Migration paths

From	To	Complexity	Approach	Timeline
Paper/spreadsheet	Any platform	Medium	Data cleansing, import, process redesign	3-6 months
CommCare	Primero	Medium	Export cases via API, transform to Primero format	2-4 months
DHIS2 Tracker	OpenSRP	Medium	FHIR-based data exchange where possible	3-6 months
CiviCRM	Salesforce	High	Contact and case migration, workflow rebuild	6-12 months
Salesforce	FOSS options	High	Full data export, extensive reconfiguration	6-12 months
Primero	Other	Low	API-based export, good interoperability	2-4 months

Resources and references

Official documentation

Open source solutions

Tool	Documentation	API reference	Source code
Primero	https://support.primero.org	https://github.com/primeroIMS/primero/blob/main/doc/api.md	https://github.com/primeroIMS/primero
DHIS2 Tracker	https://docs.dhis2.org	https://docs.dhis2.org/en/develop/using-the-api/dhis-core-version-241/tracker.html	https://github.com/dhis2
OpenMRS	https://wiki.openmrs.org	https://rest.openmrs.org	https://github.com/openmrs
OpenSRP	https://docs.opensrp.io	https://docs.opensrp.io/engineering/api	https://github.com/opensrp
CiviCRM	https://docs.civicrm.org	https://docs.civicrm.org/dev/en/latest/api/	https://github.com/civicrm

Commercial solutions

Tool	Documentation	API reference	Nonprofit programme
CommCare	https://commcare-hq.readthedocs.io	https://commcare-hq.readthedocs.io/api/	Contact Dimagi
Casebook	https://gohub.casebook.net	https://gohub.casebook.net/knowledge/api-swagger-documentation	Available
Salesforce	https://help.salesforce.com	https://developer.salesforce.com	https://www.salesforce.org/power-of-us/

Relevant standards

Standard	Description	URL
HL7 FHIR R4	Healthcare interoperability standard	https://hl7.org/fhir/R4/
OpenRosa XForms	Mobile form standard	https://docs.getodk.org/openrosa/
CPIMS+	Child protection information management standards	https://www.cpims.org
GBVIMS+	GBV information management standards	https://www.gbvims.com
Inter-Agency Guidelines	Case management and child protection guidelines	https://alliancecpha.org

Resource	Publisher	Description	URL
Digital Public Goods Registry	DPGA	Registry of certified digital public goods	https://digitalpublicgoods.net
Global Goods Guidebook	Digital Square	Guide to global health software	https://digitalsquare.org/global-goods-guidebook
DIAL Catalogue	Digital Impact Alliance	Open source solutions catalogue	https://solutions.dial.community

Case Management Systems

Requirements taxonomy

Functional requirements

Case intake and registration

Case workflow and status management

Assessment and service planning

Documentation and notes

Referral management

Reporting and analytics

Technical requirements

Deployment and hosting

Scalability and performance

Integration architecture

Security requirements

Authentication and access control

Data protection

Audit and compliance

Operational requirements

Administration and configuration

Monitoring and observability

Backup and recovery

Support and maintenance

Mobile and field access requirements

Comparison matrices

Rating scale

Solution overview

Functional capability matrix

Case intake and registration

Case workflow and status management

Assessment and service planning

Referral management

Technical capability matrix

Deployment options

API capabilities

Standards compliance

Security capability matrix

Authentication methods

Data protection

Security certifications

Mobile and offline capability matrix

Pricing comparison

Individual tool assessments

Primero

DHIS2 Tracker

OpenMRS

OpenSRP

CiviCRM

CommCare

Casebook

Salesforce

Selection guidance

Decision framework

Recommendations by organisational context

For organisations with minimal IT capacity

For organisations with established IT capacity

For organisations with data sovereignty requirements

For organisations with field-heavy mobile requirements

Migration paths

Resources and references

Official documentation

Open source solutions

Commercial solutions

Relevant standards

Related procurement resources

See also