Enterprise Letters & Forms Project

About the Program

Category: Information Technology (Best in Category)

Year: 2013

Mecklenburg County Business Services & Support-Information Technology (BSSA-IT) partnered with the Department of Social Services (DSS) to develop a system for managing their forms and letter’s needs. Currently, DSS caseworkers do not have the ability to create or manipulate automated letters and forms. These caseworkers have a very high caseload, stemming from poor economic conditions, the Federal Stimulus Package, and high demand for Spanish versions of new and existing letters and forms. DSS staff must work closely with BSSA-IT staff to create automated letters and forms, and there is no automated process for creating Spanish versions of new or existing forms. The newly designed and developed automated Letters & Forms management system will reduce staff time associated with manual development of a required letter or form by empowering users to create letters and forms themselves. The new system will also increase the caseload capacity of Spanish speaking case workers by automating many of the letters and forms not currently available in Spanish. It will also increase quality of work produced by case workers by pre-filling data elements electronically, streamline the business process of sending bulk mailings to multiple clients by providing bulk mailing functionality, and increase DSS's ability to meet regulatory requirements by including letters and forms into case management. Finally, storing imaged copies of letters and forms will reduce time spent looking for paper documents and files.