Case by Case: A Good Document Automation Platform Can Improve Local Government Case Management

The digital age is definitely here, as evidenced by almost every aspect of daily life. The world is at your fingertips – or rather your device. Order food, review a restaurant, make reservations, plan a trip, buy a dog treat, book a trip to Mars – okay, we are not quite there yet, but you get the idea. While we can even buy insurance and submit claims online, it is important to remember these daily tasks we now take for granted are only part of the consumer sector.

Speaking of Mars, there are whole other industries that have not progressed as quickly with integrating digital transformation into their business, but would benefit substantially. One place where this is seen is the public sector. In some cases, bureaucracy-heavy departments with operations that demand an abundance of complex documents coupled with personnel shortages can cause incredible backlogs in case management.

A document automation and customer communications management (CCM) solution like Xpertdoc can help eradicate delays in case management by taking advantage of built-in automation features. They can help simplify document production by eliminating manual processes, allowing documents to be created in an automated fashion, and enabling users to create documents in different formats at the same time – all while addressing complex and demanding functionality challenges that are specific to government departments.

Here is a quick example.

Social Services impacts many people and involves many forms, and therefore could benefit from CCM in its case management processes. Let’s say your neighbors, Jenny and Todd, also good friends, are Millennials who are considering adopting. According to the National Adoption Center, more than 101,000 children are waiting for permanent homes in the U.S. A wait for an infant can take years, although fostering a child and then adopting expedites the process. Both processes require a substantial number of forms and documents which could be expedited by a good document automation and CCM platform.

When you and Jenny have lunch, she often cites the amount of time-consuming paperwork and phone calls required to initiate an adoption plan. If they adopt from scratch, rather than fostering first, they will be required to go through the process of home-study requirements with a social worker. This is a series of meetings, at the end of which Jenny would have to submit a written synopsis about herself and her life experiences.

To Jenny, this process is out dated. She doesn’t mind meeting in person, but is not happy to have to go through the process from 30 years ago. Jenny wonders why there are no automated online processes. For example, she could submit her life experience essay online via a web-based Smart Form and then schedule a meeting with the social worker best suited to her requirements, such as age of the child and country of origin, which would require additional forms that could be generated automatically based on the information she entered.

Integrating a CCM solution like Xpertdoc to a CRM or case management solution would also streamline and facilitate the government worker’s job, in this case, the social worker. He or she would have access to centralized information and could more quickly locate a case and all the details tied to Jenny, for example. There would be no repeated or incorrect information from different workers unfamiliar with her case. Jenny could likewise contact her social worker without the hassle of leaving messages, and even track her case progress online.

By using a document automation and CCM solution for case management, local government agencies do themselves and their constituents a huge favor. We aren’t on Mars yet, but our corner of Earth will benefit from the added personalization, efficiency and transparency that come from digitization.

To learn more about how governments can improve their document and customer communication processes, follow us on Twitter: @xpertdoc, @David_Squibb

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc