Use by the government: Tracking correspondence

Business

Business Process Management for Government: Correspondence Tracking

Problem

Like many government agencies, there is a high volume of incoming correspondence, from citizens to other government agencies. All correspondence requires a timely response, but previously the response process was very slow and difficult. Tracking through the traditional referral system or the use of spreadsheets was poor and resulted in communication errors. Roles were also poorly defined and often difficult for staff to understand. However, only in certain correspondences were their responsibilities specified. Due to the lack of a central repository for all correspondence, responses, and other related documents, and the lack of shared knowledge and interoperability, the same response was often provided for multiple requests.

Beneficiaries

Executive Vice Presidents, Specialists and Researchers.

BPMS based solution

Correspondence is received and received in a web-based business process management system . The response generation process starts automatically. The solution provides a central and searchable resource for all correspondence, and responses are designed so that respondents can reuse its existing content. Employees are warned about future and past timetables. Answers are easily shared among a group of employees, which eliminates the error in an individual email. When the answers are complete, the file is closed in the system and the correspondence is sent through a regular method

Advantages

Correspondence tracking system provides a small web-based interface for tracking incoming and outgoing mail . The solution provides all the tools needed to integrate multiple unit correspondence systems into a separate, dedicated level. It also provides a thorough audit of each part of the correspondence in a complete report on the performance of the correspondence process.