By: Moe Goswami, CEO and Juan Gonzalez, eCase Correspondence Product Owner, AINS
This article is part of a series on solution areas for the eCase digital process automation platform and was originally published on LinkedIn. You can read the original article here.
In an increasingly digital world, agencies are encountering increased volumes of correspondence from all manner of sectors. Agencies follow strict regulations when issuing replies; from adhering to their own manuals or to the style manual issued by the U.S. Government Publishing Office. Offices such as the Executive Secretaries (ES) serve as the face of the agency to review, organize, and address all correspondence in a timely and consistent manner. They receive and send thousands of emails, letters, reports, statements, and other forms of communication every day, all while adhering to the quality of their bureaus.
Manual processes and legacy systems can take too much time to manage, resulting in bottlenecks through lost correspondence, the inability to search correspondence or attachments, poor usability, and an overall lack of organization. Old correspondence may be stored on paper or in obsolete repositories, requiring a data migration plan as processes update and digitize. Current systems may be out of date or incompatible with other mission-critical systems, requiring custom tools to integrate and connect them to new components.
Because of these challenges, agencies and their Executive Secretariats need automated tools to ensure consistent and effective management of all inbound and outbound correspondence. Commercial-off-the-shelf (COTS) solutions provide agile and collaborative tools that agencies can curate to their particular needs, however often require specialized development teams and can compound testing time. With a low-code COTS solution, ESs and administrative offices can streamline correspondence from creation to archival, and accelerate communication handling and response times.
Unlike rigid custom-coded systems, low-code correspondence solutions are configurable to meet the changing needs of agencies and organizations, providing ESs and administrative offices with the automation, security, and integration tools that are necessary for enterprise correspondence management to be a success. They are capable of integrating with document management systems and other third-party platforms, providing consistency across the enterprise. And the best solutions are built with the highest standards of security in mind, from role-based permissions and access to secure cloud hosting through FedRAMP-certified data centers.
Low-code correspondence management solutions also provide all of the tools to effectively manage the capture, creation, approval, and delivery of secure and interactive correspondence. Letter and email templates, pre-approved content blocks, and custom-authored personalization allow ESs to intuitively author and assemble individualized customer correspondence, leading to greater productivity and greater levels of customer and constituent satisfaction. Alerts and notifications warn of any delays in processing, aiding in compliance with time-related restrictions. Integrated document review and redaction offer seamless document preparation for even the most sensitive of documents. And comprehensive reporting and analytics provide the ability to create compelling standard or ad hoc reports and dashboards to communicate priorities, track KPIs and project status, all while delivering real-time insight.
Because of the accessibility of low code, customers can quickly and easily decide how documents are routed and who is assigned. Configurable workflows allow administrative offices to take control of their enterprise correspondence processes and easily determine a wide range of workflow options, from pre-defined paths that provide step-by-step precision to ad hoc or hybrid routing that gives the users more flexibility to choose the next task in a particular case. Centralized document review and management allow administrative offices to centralize key documents, dynamically generate content, and collaborate across teams. Role-based dashboards and analytics show managers the full scope of the organization’s correspondence work, and help users stay on track. Enterprise security and auditing provide authorized access assurance and complete visibility of all process participants, boosting transparency and empowering greater control of end-to-end processes.
Because of the benefits of low-code COTS solutions, correspondence ranging from citizen mail to congressional inquiries are able to be tracked and adapted at every step, mitigating compliance risk and increasing response times. As we grow into an increasingly online world, and as business progress grow in complexity and scale, organizations need these dynamic solutions in order to remain flexible. AINS is driven by that flexibility, and has put a premium on creating workflow-driven applications that deliver on all the needs of correspondence offices through eCase Correspondence. Our solution helps empower administration offices to redefine communication, providing the necessary adaptability to deal with printed communications while optimizing for as many digital channels as possible, from web browsers to mobile devices, social media, SMS, fax, print, mail, and whatever the future might bring.
The power and configurability of low-code correspondence management tools makes streamlined communication possible. Agencies and organizations can focus less on the redundancies of the management processes and more on the content of their communications, bringing them another step further in realizing their digital transformation goals.