About eCase

The case management system designed for the public sector.

FOI, EIR, PQ, MC, SAR, Correspondence and Complaints.

Online, anywhere.


Easy & Assured. Efficient & Compliant.

eCase is a cloud case management service. It helps the Public Sector manage Freedom of Information requests (FOIs), Parliamentary Questions (PQs), Ministerial Correspondence (MCs), Treat Officials (TOs), Subject Access Request (SARs), Complaints, Correspondence and more.

It is used, liked and recommended by Central Government Departments, Government Agencies, Police Forces, Local Government and Arms-length bodies - from the largest, to some of the smallest.

eCase began life in 2010. It was created to help one of our public sector customers improve correspondence management. They liked it so much, they were soon recommending it to their colleagues in other departments. eCase and its customer base have been growing ever since

With a dedicated team of developers and a comprehensive Roadmap, eCase doesn't stand still. It is constantly evolving in line with your needs, making your case management easier, more efficient and increasing the value you deliver.

eCase is available on a number of key UK Public Sector frameworks, including G-Cloud.

All plans include unlimited users, full support, all system upgrades and no hidden costs.

Latest News

Key Lessons from 2020

What can Information Rights Teams take from 2020 to ensure 2021 is a roaring success?

The expectation that everything changes for the better after New Year is, sadly, not always true. The problems that existed in December will still be there in January.

The turning of the year does, however, give us the chance to reflect on what has happened and transform these learnings into actionable improvements. Here’s what we’ve learned from 2020:

Yet another year of driving efficiencies

For the public sector, the need to drive efficiencies has featured in the top priorities for many years now and 2020 was still the same. However, the direction to do this came as a result of the pandemic rather than Number 10. Reallocation of resources and staff sickness meant that many teams were operating at vastly reduced numbers. Once again, using innovative solutions to work smarter and cut back on manual tasks remained a priority.

Government borrowing is at an all-time high and we can expect this theme to continue as it looks to recoup some of the money it has lost. Now is a good opportunity to be proactive, evaluate your processes, and identify areas where efficiencies can be gained and value increased.

With the right systems in place, flexible working has become a reality

Everyone has had different experiences thrust upon them in 2020. For some, the daily commute was eradicated and, with it, came a renewed appreciation of time. Others have seen themselves having to juggle their normal full-time job with a new full-time teaching job. What is common for all of us though, is that time is finite; the pressure to work more efficiently wherever you are is now entrenched.

Many analysts predict that home working, in some capacity, is here to stay. Those processes relying on shared spreadsheets and antiquated communications have been exposed, leaving their users without a solid platform to build on to meet their continually growing pressures.

Connectivity and collaboration is vital

Tools such as Teams and Zoom have been essential to communication in the 2020 workplace. Just having these tools though doesn’t mean your organisation are amazing remote communicators. For remote working to be effective, it is imperative that your business-critical solutions have collaboration built into their heart. Teams that use cloud-based services with intrinsic automated collaboration tools have been able to adapt the quickest. This allows them to pick up others’ work, locate where things are and view what’s happened so far at a glance.

Using a purpose-built service makes a fundamental difference

Over the last year, eCase has become even more critical to how Information Rights teams operate. Existing users of eCase who have seen workloads surge, have been able to excel during the pandemic, whilst many more organisations have turned to eCase to compensate for reduced resources and the ability to work flexibly.

Speak to us today to see if we can help your team thrive during 2021.

3 Key Steps to Manage your Request Volumes

Since the Pandemic began, strain on existing, often-stretched resources has increased. For some organisations, information requests have skyrocketed. Couple this with resources being reallocated and teams unable to run at full capacity, it is easy to understand why compliance rates have dropped.

eCase aims to help you process information requests with greater efficiency and timeliness. To get you started, here are our top 3 proven tips to help you optimise your performance.

1 - Boost your standard response templates

Put as much information as you can in your response templates and make sure all the information you are using in every response at the moment is included in your template. For example, it’s probably quicker to add in some information about Coronavirus once to a master template, than for each person to add it in every time.

2 - Division of labour

This ancient concept still rings true today and is a great way to bring short term efficiency. Allocate a particular person or team to a particular part of the process e.g. case logging. This way they are focussed on a single task and aren’t struggling with conflicting priorities as well as workload.

You can also allocate single topics to people, so all of the responses on a particular theme will come from the same (few) source(s) - this way each has a specialist area, answers will be more consistent, and they’ll be able to find, use and reuse material more easily.

3 - Batch up your responses

Depending on the latest current affairs, there are often many information requests that are similar or the same as many other requests. The more you can answer in one go, the better. By automating this process and responding in batches, you can save time on producing the answer and responses again. Furthermore, you can prevent requests from being raised in the first place by publishing and signposting to previously answered questions.

How is your organisation coping?

Take part in our research on the Impact of COVID in the Public Sector and get the learnings and insights first.

For more information on how eCase is helping its customers combat these and many other issues, contact us here.

50% of Government DPOs report a more than doubling in Data Protection Requests since the introduction of GDPR

Monday 7th September 2020 –eCase, London – The results of a new comprehensive study, published today, by eCase - The Impact of GDPR in Central Government – find that half of central government’s Data Protection Officers (DPOs) have seen more than 100% increases in Data Protection Requests (DPRs) since the introduction of GDPR and that, even now, two years after it became law, 7% are still concerned about their own compliance with it.

This newly released report is the outcome of a research survey of DPOs in central government departments, agencies and associated public bodies. The study investigated the effect that GDPR has had on DPOs, their organisations and operations, including the challenges that they have encountered. Its key findings are that:

  • 70% have seen significant increases in their workloads
  • 40% have not been given any extra team resources to deal with the workload increases
  • 7% are still concerned about their own compliance with GDPR
  • 83% have experienced an increase in senior level support & recognition
  • 33% are still managing their DPRs manually, supported by spreadsheets
  • 33% of those using in-house custom-built tools to manage their DPRs are ‘Unconfident’ that they can fulfil them within the ICO’s time limits
  • 100% of those using purpose-built commercial tools are ‘Mostly’ or ‘Completely’ confident that they can fulfil DPRs within the ICO’s time limits
  • The most common task that DPO’s would benefit from improving, when fulfilling DPRs, is gathering information in time (74%), whilst the second was redacting the information once sourced (57%)

As a result of uncovering these findings, the eCase study proposes that central government bodies adopt the following recommendations:

  • Data protection teams’ sizes should be increased in line with workload increases, otherwise organisations risk future non-compliance as workloads continue to grow.
  • It is critical that organisations continue to provide both senior and peer level support to DPOs and their teams. Without support at both levels, data protection practices won’t become ingrained into routine activities. Organisations will then be left vulnerable to GDPR non-compliance and the significant liabilities introduced under it.
  • Extensive and ongoing data protection training and education should be conducted with stakeholders. This will help reduce both the volumes of internal advice requests and the risk of non-compliance.
  • With a significant increase in requests, specialist purpose-built commercial tools should be provided to Data Protection teams. This will help them to efficiently and effectively keep up with their ever-increasing workloads

Speaking on behalf of eCase, Richard Clarke, Director, said, “I’m delighted that we are publishing ‘The Impact of GDPR in Central Government’ report today. Through our work, we recognise that GDPR has presented unique challenges for DPOs across central government, so we wanted to provide a mechanism for them to share common challenges and provide insights into how they can better and more effectively manage their compliance. In the course of our research, we discovered that few are using purpose-built commercial tools. This lack of efficient tooling may not only be affecting their ability to confidently manage their current workloads, but also their ability to fulfil future requests, which will become even more pronounced as their workloads continue to increase.“

Clarke continued “I believe that the insights and recommendations in this report will provide central government, and the wider public sector, with a clear roadmap for improvement. Given the current pandemic situation, where we know that many teams have been depleted and the focus on the role of data in managing this crisis has sharpened, the risk of Data Protection teams being overwhelmed is greater than ever. I urge all DPOs in Government to read this report and act upon its recommendations, before this happens.”

Commenting on the report, Jon Baines, Data Protection Advisor at Mishcon de Reya LLP and Chair of the National Association of Data Protection and Freedom of Information Officers (NADPO), said “I welcome this report as its findings should help inform not just decisions made in government and the public sector, but also across the wider spectrum of private organisations.”

For further insights, in-depth analysis and recommendations, request your copy of The Impact of GDPR In Central Government

Fivium Response to the Coronavirus (COVID-19) threat

At Fivium, the health of our employees, customers, and partners comes first. We are following Government advice on precautions for Coronavirus (COVID-19) and working to minimise risk to all parties.

As part of this effort, we are taking a digital-first approach to meetings and will be conducting them virtually.i

As this is an evolving situation, government advice and the actions we take as a result, may change over the coming days and weeks, so we will keep this page updated.

We will notify our customers of any changes to operations etc that are likely to affect them. Any customers who have questions, please contact your Customer Success Manager or Project Manager.

Those directly affected by COVID-19 and their families are in our thoughts.

eCase is Fivium’s UK Public Sector Cloud Case Management service, available via the Digital Marketplace on the G-Cloud framework.

Talk to us today and find out how eCase can help you.


About Fivium

We're a London-based SME helping the UK public sector deliver digitally with our Case Management product, eCase, and our Digital Projects Delivery team, Fivium Digital. We offer a comprehensive service for all your applications, for the whole digital lifecycle: from discovery through to beta, live and and ongoing management.

We've grown organically because our friendly approachable team are dedicated to our customers and to improving their user experiences. That's why our customers stay with us. That's why they recommend us.

Our core purpose is to make the work of the public sector easier and simpler, whilst creating opportunities for our people.

If you work in Central Government, Local Government, a Non-departmental Public Body, NHS, Ambulance or Fire and Police services, we can help you improve efficiency and deliver better value.

Find out more today at Fivium.co.uk


Talk to us

eCase is used by the Ministry of Defence, HM Treasury, HMRC, DWP, DCMS and more.
Find out how eCase can help you and why it is the correspondence case management service the public sector relies on.

  • Used across central government, local government and police forces
  • Secure UK-based hosting, accredited to OFFICIAL level
  • Crown Commercial Service supplier, available through G-Cloud

Data Protection
The information that you give us and any contact will only be used by Fivium within the scope of fulfilling your request. We won’t share your information with any third party.