Case Study: Illinois Department of Human Services achieves $6M in annual savings and streamlines forms processing with Adobe LiveCycle

Illinois Department of Human Services - Customer Case Study

The Illinois Department of Human Services (DHS), the state’s largest agency serving nearly 20% of residents through 211 local offices, faced a costly, paper‑driven forms process that delayed services and strained a limited budget. DHS needed a cost‑effective, easy‑to‑deploy solution that integrated with legacy systems, imposed no cost on constituents, and met accessibility requirements for visually impaired users.

DHS implemented Adobe Acrobat and Adobe LiveCycle (including Reader Extensions), converting more than 1,000 paper forms into interactive PDFs fillable online or offline with free Adobe Reader and integrated with back‑end systems to auto‑populate fields. The change cut printing and distribution costs by about $1.2M annually, reduced administrative costs by up to $6M a year, saved roughly 1.5 staff hours per application, sped distribution from weeks to minutes, and improved data accuracy—while enabling broader statewide adoption and plans for digital signatures and further automation.

Illinois Department of Human Services

John Rigg

Forms Management Manager, Illinois Department of Human Services