Boosting Government Office Efficiency and Customer Satisfaction with Document Scanning
Municipal and county offices have a constant flow of paperwork from multiple sources.
These include a wide range of documents—from district maps, policies, by-laws, meeting summaries, financial publications, requests for proposals and tenders to citizens' records such as birth certificates, social security, passports, medical records, land & property records, finance records, and many more.
In today's digital age, citizens expect convenient and efficient services from their government agencies.
Moreover, these offices must adhere to increasing compliance requirements for government records.
In this scenario, municipal and county offices need a digital solution that simplifies the search and retrieval of documents while storing documents in a safe and secure environment.
RDS offers document scanning to improve customer service and satisfaction in municipal and county offices.
Document management challenges in municipal & county offices
Most county government and municipal offices store a lot of legacy documents and citizens' records in paper format.
Citizens, businesses, and other government agencies often need to access documents and refer to old records. Not having easy access to documents affects a county clerk's ability to service citizen requests. Delays in resolving queries results in low customer satisfaction scores for front-desk county office staff.
Let's look at some of the document management challenges municipal and county offices face:
Handling & preservation
It's not easy to manage and preserve old paper documents or large format originals without damaging them. Excessive handling of old and delicate papers is never a good idea. If an original document is damaged or the text becomes illegible, it can lead to legal or administrative issues that may be difficult to resolve.
High storage costs
County and municipal offices are struggling to cope with the cost of storing physical documents. Citizen records and government documents have long retention periods, and new records are created every day. Physical storage space is finite, and it's getting more expensive by the day.
Accessibility & customer satisfaction
Retrieving old records from long-term storage areas is time-consuming for customer service teams. If they cannot quickly find the information required to resolve customer queries, it results in a bad experience for citizens.
Expectations of E-services
Citizens have become accustomed to convenient digital communication and online services from brands and companies they encounter daily. They expect the same or better from government agencies. There are also directives for government agencies to provide accessible E-services for citizens.
Document digitization is the simple and easy answer to these challenges. County government and municipal offices must embrace digitization for improved organization of records and superior customer service.
RDS offers document scanning services to transform municipal and county offices into highly productive and resource-efficient paperless offices.
How does document scanning increase customer satisfaction in county and municipal offices?
Do you often find customer service lagging in your county or municipal office due to poor accessibility of information?
Your customer service response time will significantly improve if you switch to digital documents.
When you keep vital information in hard copy, stored away in filing cabinets, your staff will find it difficult to retrieve the exact document they need when attending to customer requests and queries.
For example, imagine a county office staff member is on the phone with a customer who needs information. If your staff cannot access the relevant file because it is stowed away in a storage area, the customer will not appreciate having to wait for an answer. It creates a bad experience for the customer.
But, if your county office has digitized vital county records, it will be quite another story.
Digital files stored in a document management system are easy to search and retrieve at the click of a button. Employees can instantly access any information they need and resolve customer queries quickly. Digitization also allows you to provide e-services via an online portal, accept service requests electronically, and notify users of status updates in real-time. As a result, it improves the efficiency of citizen services and increases customer satisfaction scores.
RDS has significant experience working with municipal and county offices to scan, store, and manage documents digitally.
RDS: Scanning to improve customer service for municipal and county offices
Our county and municipal scanning services include the following:
Backfile conversion
Backfile conversion involves converting high volumes of legacy paper records into digital format. We manage large backfile scanning projects using advanced high-speed scanners and a skilled team.
Day forward scanning
Day forward scanning involves digitizing new incoming paper documents at their source every day. A dedicated team scans papers that arrive by courier, printouts of computer-generated files, handwritten papers, and forms and requisitions filled by customers or employees.
Scan to zero
Scan to Zero services help county and municipal offices transition to paperless operations at a steady pace. We schedule a month-on-month, regular scanning of a fixed number of documents. Depending on your budget, you can define the number of records to be digitized per month.
Large format scanning
Large format documents such as maps, blueprints and architectural drawings require special care in handling and storage. RDS has a fleet of specialized large format scanners that provide high-resolution, high-quality digital outputs. Digitizing large format documents saves a significant amount of storage space and makes research a breeze.
Check scanning
Check scanning digitally captures vital information, such as the amount on the check and bank account details. Converting paper checks into digital formats helps speed up check processing and saves time and money.
Document indexing
Document indexing makes searching and finding digital documents easy. Indexing tags files with attributes like dates, names, and addresses that help users find the document easily. We use advanced data capture software to automate much of the indexing process.
Digital mailroom
Our outsourced digital mailroom service converts all incoming physical mail to electronic format using document scanning and data capture technologies. We can integrate digital mail into operational workflows for instant access to information and speed up processes.
Historical document scanning and book binding
County and municipal offices have large volumes of historical documents and records. We offer specialized bookbinding, binder repairs, and book restoration services to help preserve historical books and documents.
Document redaction
Document redaction removes confidential personal data such as date of birth, social security number, credit card number, and other critical details from publically accessible digital documents. We offer both manual and automated document redaction services that help your office protect PII and comply with data privacy regulations.
Once citizen records are digitized, we can deploy an advanced cloud-based document management software that uses artificial intelligence and machine learning technology to automatically index documents and store them in a centralized digital database.
There are many benefits to using scanning to improve customer service in county and municipal offices:
Centralizing digital records with a cloud-based ECM makes information easily accessible to government employees and citizens.
Cloud storage of high volumes of documents reduces costs.
Digitizing documents supports service delivery processes with efficient collaboration between departments.
It enhances document security and improves compliance with data privacy regulations.
It empowers your employees to resolve customer queries faster.
A reduced time-to-closure leads to an increase in customer satisfaction scores.
RDS: Document scanning services for municipal & county offices
Revolution Data Systems offers scanning services to simplify the storage, archiving, and security of municipal and county office records.
Our scanning solutions reduce the burden and cost of document storage and provide a more secure and better user experience for both citizens and government office staff.
In addition, we can create custom plans for backfile conversion and day forward scanning to help you digitize your archived records and maintain paperless operations.
Are you ready to digitize documents and improve customer service?
Connect with RDS, and we'll gladly set up a consultation.