Meet the Client
Georgetown sits in the heart of Texas Hill Country, serving nearly 70,000 residents across a 440 square-mile service area. This thriving community operates Georgetown Utility Systems (GUS), managing approximately 42,000 accounts for over 62,000 customers. The City Secretary’s Office coordinates records management across all departments while maintaining compliance with the Texas State Library and Archives Commission. Between billing, customer service, engineering, construction, and permits, the city generates thousands of documents that need proper handling and storage.
Daily Detour: Records Management is a Full-Time Job
Staff spent hours hunting through filing cabinets for documents. Open records requests took days to fulfill instead of hours. The City Secretary’s Office faced mounting pressure. Paper storage costs kept climbing. Staff couldn’t find what they needed when they needed it. Manual processing ate up valuable time. Departments worked in silos, each handling records differently. The city needed electronic access but lacked a coordinated system. Georgetown Utility Systems acquired a nearby utility district, adding 79,000 archived records and 300,000 pages to an already overwhelmed process. Without automation, processing this volume manually would have taken 188 days of staff time. That’s over six months of work pulled away from serving residents.
About our Client
CLIENT NAME:
CHAMPION:
Matt Kunkle
Records Coordinator
POPULATION:
est. 98,000 residents
SOLUTIONS:
The Solution: Laserfiche Workflow and Forms Put Records on Autopilot
The city partnered with MCCi, a leading Laserfiche solution provider, to implement a coordinated records management system. The implementation team started with a pilot project using Laserfiche Workflow, then expanded across departments. IT and Records Management staff configured Quick Fields to capture metadata automatically. They set up Laserfiche Workflow to assign templates and handle annotations like sticky notes, highlights, and redactions. The system read barcodes and required double-entry automated confirmation, achieving less than two percent metadata errors.
For the GUS project, the team organized more than 79,000 archived records. They applied document naming conventions. They automated filing processes. The powerful combination of Quick Fields and Workflow reduced the scanning project from 188 days to just 17 days, saving more than $82,000 in staff time.
Next, the city tackled their Irrigation Rebate Program. Before Laserfiche Forms, customers filled out paper forms by hand and either mailed them or dropped them off in person. Staff sorted through incomplete submissions. Forms came back illegible. Signatures were missing. Information was wrong. Each error meant phone calls or returned paperwork and delayed processing.
The city built an electronic form with Laserfiche that captured information correctly from the start. Built-in conditional logic even told customers which days they could water their lawn based on their street address. Fields wouldn’t accept the wrong data type. Required information couldn’t be skipped. No more deciphering handwriting. No more missing signatures. The form automated the entire workflow and generated custom reports for the billing department to issue credits to customer accounts.
The Results: Automation Delivers on its Promise
The numbers tell the story. Processing time for the GUS records project dropped by 91%. The city saved $82,000 in staff time on a single scanning project. Rebate submissions jumped 63% once customers could submit forms online. Processing each rebate now takes 40% less time. Staff saves over 156 hours per year on the Irrigation Rebate Program alone. That’s roughly $12,000 in annual savings from one automated process.
Georgetown’s Utility Systems Records Management Project won an MCCi Excellence Award. The team also earned a prestigious Program Excellence Award from the National Association of Government Archives & Records Administration (NAGARA). But the real win shows up in daily operations. Staff finds documents in seconds instead of hours. Open records requests get fulfilled faster. Storage costs dropped. Departments share information easily. The city maintains compliance without the constant worry.
“This process truly transformed the way our organization captures information and automates our processes. As Records Management, we wanted to ensure access, control, and preservation of electronic records according to our organization’s legal and operational requirements. With our created process, we were able to meet our organization’s operational needs and records management requirements seamlessly. Now, the process is efficient at every step, eliminating redundancies and ensuring that our employees and customers are not duplicating their effort, and it’s aligned with records management best practices. I want to show my appreciation for the collaborative efforts of my entire project team, for their hard work, dedication, and innovative problem solving using Laserfiche.”
Matt Kunkle, Records Coordinator, City of Georgetown, Texas
Laserfiche Workflow is now implemented across departments as an organizational standard. Other cities looking for a Laserfiche partner can learn from Georgetown’s approach. Starting with a pilot project, proving the value, then scaling across departments creates sustainable change. Working with experienced Laserfiche training and Laserfiche support makes the difference between a project that stalls and one that delivers results.
Laserfiche Features
Get more good days done with Laserfiche’s complete toolset for securing documents, automating repetitive tasks, and meeting compliance requirements.