Background
A Victorian government agency was managing a high volume of incoming claims through a manual, email and paper-based process. Staff were handling tens of thousands of documents each month without consistent guidance as processing rules had developed informally over time and were not formally documented. This created variability in quality, slower turnaround times and limited ability to scale during peak periods.
The agency engaged Fujifilm DMS to introduce a structured, automated digitisation capability that could process large volumes reliably and support a more modern operating model.
Discovery
Fujifilm DMS worked with the agency’s operational teams to map the full claims intake workflow and capture the undocumented decision-making that staff relied on. Through interviews, workshops and process observation, the team consolidated the various approaches used across the agency into a single set of agreed rules. This included clarifying document types, identifying edge cases, defining exception scenarios and establishing a consistent intake sequence for both digital and physical channels.
These insights were translated into a detailed business rules library and a set of work instructions to guide ongoing operations.
Solution design
The digitisation solution designed by Fujifilm DMS brought all inbound channels into one controlled workflow. The solution automatically:
- captured emails, attachments and URL-based submissions
- scanned and ingested physical mail into the same process
- generated full-text searchable PDF images
- classified documents using a rules-based engine trained on hundreds of scenarios
- detected and redacted sensitive fields such as Tax File Numbers
- handled unclassified or problematic items through a structured exception process
- returned images, metadata and exception files securely to the agency
The automated framework ensured that high-volume and low-complexity documents could move through the workflow with minimal intervention, while items needing human review were isolated and escalated appropriately.
Implementation
Once implemented, the solution processed more than 60,000 documents each month across email and physical mail channels. Accuracy levels stabilised at over 99 per cent, supported by a 100 per cent quality assurance check of processed items to maintain compliance.
Average processing time improved substantially, dropping from half a day to just a few hours, which enabled the agency to meet its service expectations more consistently and respond more quickly to client submissions.
A continuous improvement program was established to refine classification rules, introduce new document types, improve exception handling and optimise performance as volumes fluctuated. This ensured the solution continued to evolve rather than remaining fixed to the initial build.
Outcomes
The agency now operates a reliable, scalable and transparent approach to claims intake. Key improvements include:
- consistent processing across teams and channels
- faster turnaround times and higher operational predictability
- significantly reduced manual handling and rework
- improved visibility of exceptions and documents needing review
- a stronger platform for ongoing service enhancements
The digitisation workflow introduced by Fujifilm DMS has modernised how the agency manages incoming claims and provides a strong foundation for future improvements as part of its broader transformation program.
