U.S. Department of Health and Human Services, Office for Civil Rights Success Story

U.S. Department of Health and Human Services Implements Case Management and Correspondence Tracking Systems

OpenText solutions help government agency to streamline processes, improve efficiencies and meet compliance requirements

"We streamlined the whole complaint review process. For example, the validation phase; where it used to take us two hours to get a case closed, now we can do it in about fifteen minutes because of the way we built the process. Staff can go in and simply click a couple of buttons and it creates a letter and saves it in the case folder. All we have to do is print it off, sign it, and mail it.” 

— Lisa Alston, Senior Information Analyst at HHS OCR

Challenge

• Manual processes were time consuming
• Unable to accurately report, search and track tasks
• No central repository for case information
• No standard set of case-processing guidelines

Solution

• OpenText Content Server
• OpenText Correspondence Tracking
• OpenText Document Management
• OpenText Workflow

Value

• Content Server offers an end-to-end document and case management system
• Users can easily track and store case documentation
• Staff are more knowledgeable and efficient through better coordination and communication
• Correspondence Tracking solution significantly improves customer service and other stakeholder communications

About the Organization

The Department of Health and Human Services (HHS), Office for Civil Rights (OCR), is responsible for enforcing a variety of Federal Civil Rights laws that prohibit discrimination based on race, color, national origin, age, disability and under certain circumstances, sex and religion, from entities that receive Federal financial assistance. For more information, visit: http://www.hhs.gov/ocr/

• Read the full story

View all Success Stories »