Department of Human Services
The state agency was struggling to provide quick turnaround to its 270,000 constituents and experienced significant errors when providing food benefits, child care subsidies, and other support services. As a result, the state consistently faced substantial financial penalties for delays beyond federal standards.
The agency selected Encapture as the single platform to efficiently ingest documents and create digital case records across its 750 employees in 60 offices.
Using Encapture, the agency was able to eliminate all paper records and reduce costs by 64% as error rates were cut in half, saving the state over $2 million annually. The agency improved their turnaround time from a few weeks to same-day for 90% of cases. The agency is now recognized as one of the most efficient agencies in the country, and transitioned from paying penalty fees to receiving federal bonus awards for their leadership in constituent service levels. Most importantly, Encapture created a huge lift in employee morale, as they can spend less time handling paperwork and more time meeting constituents needs.