Rob Smyth's Blog

Oracle's Case Management product helps government deliver quicker, better and more efficient case resolution. These applications provide speedy issue resolution, one-and-done request handling, and powerful tracking and analytics capabilities.
Case Management fills a hole between Service and Call Centre functionality at point of contact and Back Office HR, Financials and other types of applications.

This is a great area where government organizations can benefit from a type of functionality typically associated with more commercial organizations but where specific case types are built in for government organizations.

Here is a good example for benefits type cases:
http://www.oracle.com/customers/snapshots/agefiph-siebel-casestudy.pdf