The City of Norfolk consists of 24 departments, with over 5,300 employees and 246,000 residents. The IT department upgraded and expanded its use of Laserfiche over the past few years, resulting in 28 new automated workflows that significantly impacted and improved existing business processes.

The Problem

The City’s evolving business needs demanded a higher security standard for content management and processing data. Several departments maintained hundreds of square feet of paper storage space in city building basements and paid thousands of dollars for additional storage to retain paper records off-site. Existing business processes and manual workflows were cumbersome and time-consuming.

The Solution

The City implemented a content services solution, Laserfiche, to leverage its enterprise functionality. This change in solutions significantly improved the City’s document management, business process automation, and data analytics to improve customer service.

With 179 workflows implemented to date, the enhanced workflows incorporated innovative tools and methods to automate business processes using electronic signatures, barcoding, mobile devices, electronic forms, data analytics, enhanced security features, and integration with other business applications and systems.

The Laserfiche solution is available across the City’s organization. Their legal department manages legal and sensitive documents that are digitally signed for approval and authenticated by Active Directory to assure users’ validity. Volumes of documents were barcoded using industry standards to extract text from a specific electronic form for rapid data capture and indexed automatically using barcodes with Optical Character Recognition (OCR).

Laserfiche also allowed the City to harness the power of mobile devices. Field staff personnel quickly take pictures and import them to the system. The office personnel retrieves the information for rapid processing.

Implementing a content services solution such as Laserfiche over the past year has optimized resources, streamlined processes, and continues to drive innovation for The City of Norfolk. The City reduced costs for paper and outside storage of paper documents. Paper and storage costs have decreased by an estimated 13% for an average costs savings of $8,300.00 annually. The City also estimates their increased efficiency is a result of reduced working hours. One department alone has saved 51 hours per week.

In addition to their cost and time savings, The City has eliminated countless spreadsheets, custom databases, and other disparate tools scattered across the organization and ensured compliance with State mandates for document transfer to State information systems.

Examples of Process Automation in the City:

  • The Human Services department fully automated complex business processes to manage Benefits Case Transfer Tracking, EBT Card Issuance, State System Access Authorization, Receipt of Document Alert Notification, and Child Care Application Tracking. Paper cases are no longer passed between workers and stored in file drawers. Personnel can now efficiently process benefit applications and transfers while initiating electronic letters to be sent to the recipient. Additionally, a complete replacement of the Call Center Application improved the tracking of over 300 daily calls. Laserfiche enabled the City of Norfolk to meet the State mandated requirement of loading all Benefits, Childcare, and Fraud documents nightly to the State’s document management system.
  • The City Treasurer streamlined 14 business processes to improve routine business tasks such as bankruptcy, DMV stop payments, refunds, and nuisance abatements. These process improvements saved 51 labor hours per week and enabled rapid retrieval of information for enhanced customer experience.
  • The Commissioner of the Revenue department integrated its Revenue Billing System to capture data from barcodes, and batch scan, and expedite retrieval of information.
  • The City Auditor’s office replaced a legacy case management system and saved $2,000.00 in annual maintenance costs. The new content services system provided a secure, central repository for all audits and investigation documents, and workflows established a streamlined call process to the Hotline.
  • The Fire Marshall leveraged the enterprise system to digitize 21,483 documents of old underground burner tanks dating back to the 1930s. Digital records provided efficient records request responses for property owners and contractors to locate old underground burner tanks.
  • The City’s Human Resources department streamlined the new employee onboarding process and integrated with their Human Resources Information System (HRIS), PeopleSoft. Employee onboarding processes were automated, expediting computer system access requests and secure ID badges.

The City of Norfolk is an example of a strategic enterprise technology approach to benefit each department and provide a centralized system for the IT department to maintain the security and stability of the technology.