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The New South Wales Department of Correctional Services (DCS) defines case management as ‘a personalised interactive approach to the management of offenders in custody’. Since 1997 the Independent Commission Against Corruption (ICAC) has conducted an investigation into relationships between staff and inmates in NSW correctional centres. The investigation has revealed some incidence of improper conduct related to aspects of case management. This report describes research conducted by the ICAC to develop a better understanding of case management. The research project aimed to provide an overview of the historical context of case management and its current implementation in correctional facilities in NSW, other Australian states and overseas. A series of structured interviews with correctional officers and inmates in NSW correctional centres were held to examine the daily operation of case management in the NSW correctional system. The report summarises responses from both the officers and the inmates. The final section discusses the key issues arising from the research and presents a number of recommendations that have already been made to the DCS. The key finding is that both officers and inmates consider case management to be beneficial. However, as correctional institution work environments are not open to public scrutiny, it was found that opportunities existed for individual institutions to develop their own work culture. As a consequence, ‘organisational determinants’ were found to supersede an individual’s attitudes to his or her work. It was revealed that the management of case management had become lax and required more rigour, thereby reducing opportunities for corruption. Bibliography and appendix included.