BI TotalAccess
One case-management dashboard that reshapes itself for whoever signs in — a state department overseeing a dozen offices, a local municipality balancing officer loads, or a field officer triaging alerts across sixty-plus clients. Built as a configurable framework on a shared component library, so a new agency composes its own dashboard without a single line of custom engineering.
State Program Administrator
County Corrections Supervisor
Field Parole Officer
DV Specialist
Juvenile Officer
Adult Monitoring · GPS/EM
Treatment Officer
Reentry Specialist
Warrant Officer
Every agency runs corrections differently. Software rarely admits it.
Community-corrections agencies vary wildly — federal programs, state departments, and local municipalities, each with different mandates (parole, domestic violence, juvenile, treatment, reentry) and caseloads that swing from a dozen to well over sixty. Legacy tools forced one rigid layout on all of them: officers drowned in undifferentiated alerts, supervisors had no rollups, and standing up a new agency meant a bespoke build every time.
The bet was one configurable framework — roles × layouts × saved views × multi-level filters — that any agency composes for itself. The same product becomes an executive command center, a field-officer triage queue, or a specialist workflow, depending on who signs in.
The whole dashboard reconfigures around the person using it.
Role, layout, and saved views compose into a dashboard that fits the mandate. A DV specialist sees no-contact breaches and protection reviews; a juvenile officer sees school and curfew signals; an executive sees the whole department at a glance.
- Roles swap the entire KPI set and alert taxonomy — genuinely different data, not a relabel.
- Layouts — widgets on top, on the side, or an executive summary — restack the surface for the job.
- Saved views let an agency package its own presets and hand them to every officer.
Sort and filter at every altitude.
The same data narrows from the whole enterprise down to a single row. Top-level pivots scope by office, role, officer, and date range; the grid then filters and sorts per column — so a supervisor and a field officer reach very different working sets through one consistent motion.
- Enterprise pivots — Office → Role → Officer → Date Range.
- Grid controls — per-column filters, multi-state sort, list or card views.
- Every level composes, so filters stack instead of fighting each other.
Message the officer without leaving the case.
A monitoring center lives in every view, so a supervisor can reach the officer on a case in-context — confirm a check-in, flag a missed appointment, route a GPS alert — while the client's data is still on screen. No tab-switch, no lost thread.
- Real-time thread with typing state and read context.
- Assigned monitoring agent per officer, always one tap away.
- Conversations attach to the case, not a separate inbox.
Click a client, and the whole story slides out.
Selecting any row opens a context panel with everything an officer needs before acting — case number, crime type, service plan, supervising officer, agency, and a live session timer — without leaving the alert queue. What used to be a multi-screen lookup is now one click.
- Client, officer, and agency cards in a single glance.
- Quick actions — call, message, locate, schedule, flag.
- Slides in over the working queue; never loses the officer's place.
Grounded in how the work actually gets done.
A two-year build inside my five years at BI (2019–2024), working in monthly agile cycles on federal, state, and local municipality monitoring systems — under a US Public Trust security clearance. The configurability wasn't a guess; it came out of the field.
Discovery
Interviews and ride-alongs across parole, DV, juvenile, and treatment officers in multiple states and municipalities. Mapped how radically caseloads and mandates differed — and why one fixed layout could never serve them all.
Synthesis & information architecture
Personas, journey maps, and jobs-to-be-done. Card sorting with officers shaped the role → layout → view model that became the spine of the product.
Design & prototyping
Built the configurable dashboard framework on the component library I'd established — the widget system, the filter paradigm, the context panel, and the monitoring center — as a kit any agency could compose.
Validation
Five moderated usability rounds against real caseloads, accessibility hardening to WCAG AA, and iteration until SUS climbed from the legacy tool's mid-50s into the 80s.
Rollout & iteration
Phased deployment to state and municipal agencies with adoption analytics feeding the next monthly cycles — self-serve configuration replacing bespoke builds.
Nine roles, one product.
Composite personas built from the interview and ride-along research — one per officer type the product actually ships, each a different answer to "what should the dashboard be?"
State Program Administrator
County Corrections Supervisor
Field Parole Officer
DV Specialist
Juvenile Officer
Adult Monitoring · GPS/EM
Treatment Officer
Reentry Specialist
Warrant Officer
Better client management. Faster alert response.
Measured against the legacy tool during agency pilots.