Challenge
Registered citizen requests were copied into the department's internal document system by hand, which took staff time and put statutory response deadlines at risk. Approval routes no longer matched the department structure.
What we did
- As part of an integrator team, set up transfer of registered requests into the EDMS with duplicate checks
- Added approval routes for the new structure and deadline reminders for assignees
- Connected single sign-on via Active Directory
- Trained users and handed the solution over to the client IT team with a support procedure
Outcome
A request reaches the assignee 15 minutes after registration. The head of the department sees deadlines for all requests in one view.