Understanding the role of case management systems in criminal investigations

Case management systems (CMSs) are essential to modern criminal investigations but remain underexplored compared to systems for predictive policing and digital forensics. This study examines how investigators use CMSs, which capabilities remain insufficient, and how these systems can better support their work. Through interviews with practitioners across European jurisdictions, we identify an investigative workflow of six concurrent dimensions and propose a two-tier model distinguishing preparation and exploration for knowledge discoveries. While CMSs effectively manage actions and decision-making, critical gaps persist for knowledge discovery, such as text analysis, hypothesis testing, and information retrieval. We derive functional requirements by workflow dimensions, offering guidance on which capabilities should be embedded in core systems and which are better delivered as modular services. These findings inform the design of CMSs that combine stable infrastructure with flexible tools. • Proposes a six-dimensional workflow in Case Management Systems (CMSs). • Proposes a two-tier prepare–explore framework for information analysis in CMSs. • Identifies persistent gaps between current CMS capabilities and investigative needs • Recommends modular architectures to improve CMS design and workflow