State of Pennsylvania Governor's Correspondence Office

The Customer
The Governor’s Correspondence Office for the State of Pennsylvania handles all mail addressed to the Governor.

The Challenge
The Governor’s Correspondence Office receives approximately 500 pieces of mail daily, of which 350 are assigned to the appropriate state agency for response, while the other 150 are processed internally. Under the old paper-based system -- which routed letters via interoffice mail envelopes--it took three weeks or more for a constituent to get a response.

The Solution
Fraser developed a system integrating Microsoft Access with Keyfile content management software to automate their process. When mail arrives, it is opened, sorted, scanned, reviewed, logged and routed electronically. Mail for the agencies is now emailed or faxed, along with a cover sheet complete with action code, ranging from drafting for the Governor’s signature to a simple ‘for your information’, due date and any special instructions for handling the correspondence. Staff can quickly access and review any previous correspondence with the constituent. When the constituent’s name is entered, a list of all previous correspondence is presented. Double clicking on an entry displays the image of the document--constituent letter or response.

Share the knowledge, not the paper
Copying, distributing, filing and storing paper is expensive. Fraser has the knowledge and experience to automate your paper systems. We can show you how to take your existing paper documents and convert them to electronic images. Once the documents are in electronic format, we can set up automatic work flows that automate delivery of the documents to people who need them. Call us or visit our web site for more information. See how your organization can increase efficiency, lower costs and improve document security by using Fraser to automate your paper systems.

The Benefits
The Governor’s Correspondence Office has eliminated the unwieldy, unreliable paper-based system that previously existed. As a result, the agencies have ample time to respond within a pre-assigned two week time frame. Constituents are better served because the system provides a complete review of individual correspondence and a history of any previous contact with the Governor’s Office. Correspondence seldom ‘falls through the cracks’, and the former file room has been converted into office space for the Correspondence Office staff.