Priority, Complexity, Risk

Priority, Complexity, Risk (PCR) is a mechanism which enables agencies to provide a differential response when dealing with a client. PCR is defined as follows:

Priority

The time in which a case or application must be dealt with.

Complexity

The complexity of the situation based on, for example, the number of household members, or the number and type of issues that the client needs help with.

Risk

The potential impact to the agency, for example, a potentially long term claim could be considered high risk to the agency.

PCR enables the agency to match its response to a client's situation to the level and severity of the problem. The CER Engine allows an agency to define its own PCR rules sets and responses. The triage, screening and life events processes are also inherently PCR assessments of the client and situation, as the results and recommendations from each of those are based on rule sets defined by the agency. CCI provides hooks for specific key events in the application process, where an agency can specify the PCR rules and responses, based on the data gathered on the application.