Automating Public Record Requests for a Latin American Government Agency with formsflow.ai

This case study explores our partnership with a government agency focused on handling public record requests to enhance transparency, accountability, and accessibility.

Challenges

The government agency required assistance in managing public records, and fighting the delays, errors, and increased costs stemming from an outdated paper-based system. These challenges not only posed compliance and legal risks but also resulted in rising labor expenses. Decision-making suffered due to insufficient data analysis and restricted access, weakening overall accountability.

To address these issues, the agency sought to implement solutions for automated approval workflows. They also considered reminders and notifications to facilitate timely responses. These measures aimed to ease administrative burdens by transitioning to electronic document management and standardized request templates. The initiative also aimed to offer real-time access to request statuses and public records online, empowering informed decision-making. Digital collaboration and a user-friendly interface were prioritized to ensure efficient adoption and usability.

Solutions offered

• Multilingual Forms: formsflow.ai supports multiple languages, which enabled them to build for ‘local’.
• RPA Bots for Data Validation: This would handle data validation, reducing errors associated with manual entry processes.
• Automated Workflows: Streamlining public record requests from data entry to routing.
• Centralized Record-Keeping: Simplifies archival and retrieval processes, generating PDF documents for easy access.
• Reviewer-Friendly Analytics Dashboard: This dashboard offers insights for continuous improvement and informed decision-making.
• Email Configuration: This promotes transparent communication with customers, fostering trust and clarity.
• Secure Management: Multiple layers of authorization ensure the secure management of requests, meeting both security and effectiveness requirements.

formsflow.ai offers data-driven insights to leadership to facilitate transparent decision-making. These insights aid in resource allocation and process enhancement. Developers benefit from seamless integrations, which reduce the necessity for custom development.

Project Delivery

The small in-house IT team initially had little experience with formsflow.ai but soon recognized its advantages over previous form management software. They closely collaborated with the formsflow.ai team to customize the solution according to their needs, ensuring seamless integration with existing systems. This collaboration allowed the solution architect to effectively oversee the implementation process.

This effort facilitated the mapping of intricate agency processes and the transition to cloud-based solutions, streamlining operations and enhancing automation. formsflow.ai also provides comprehensive support and training whenever needed.

Benefits

The integration of formsflow.ai’s form automation system into the agency has significantly enhanced operations, improving reliability and effectiveness, while ensuring adherence to security compliance standards.

• 24/7 Request Submissions for Citizens: They can now enjoy the convenience of 24/7 request submissions, resulting in a 40% reduction in processing time.
• Workflows run round-the-clock: Manual approvals and Automated Workflows have been interwoven to ensure that even outside of office hours, workflows are running. This enables better throughput and faster responses.
• Focus on Accuracy and Error Reduction: The system’s focus on accuracy has led to a 30% decrease in error rates, building trust within the public.
• Empowerment of Agency Employees: This has expedited error detection and correction through real-time data validation tools, enabling staff to focus on more complex challenges and ultimately improving customer service.