Exceeding targets with increased efficiency

WITH A CORRESPONDENCE TRACKING SYSTEM - DEVELOPED BY FUJITSU

The Home Office is the UK government department responsible for the justice system, crime prevention, national security and immigration in England and Wales.

In order to meet its published targets, the department must respond to queries from the public, parliament and other organisations within a specified timeframe. Paper-based processes meant they were failing to comply with this obligation by a long way and were in need of a more effective way to deal with the 70,000 letters and emails received annually.

Through a partnership with Fujitsu, the Home Office implemented a Correspondence Tracking System (CTS) across 40 locations with 2,900 users. All data is now under the control of one system, enabling each individual case to be tracked using a unique ID number. Exceptions such as correspondence yet to be actioned are highlighted and appropriately managed.

By revolutionising the way correspondence is handled, the CTS provided immediate benefits to the Home Office. Genuine productivity gains have resulted in improved timeliness and quality of responses to customers. Furthermore, by eliminating the overhead costs of storing paper files, the department is making significant cost savings.

Business results

• Greater compliance – performance has increased by over 250% since 2003, meeting published targets and ensuring compliance with Freedom of Information (FOI) requirements.
• Enhanced customer service – enquiries are now handled quickly and consistently, which has measurably increased customer satisfaction.
• Increased productivity – workflow has improved and bottlenecks have been removed, reducing staff involvement by a third.
• Proactive correspondence management – full control over the case management lifecycle and improved quality of information.