Case Study: a large central government department cuts white mail processing costs with Agilisys Automate

Automating White Mail processing for a large central government department

A large central government department responsible for processing disability benefit claims was struggling with the manual and inconsistent categorization of a high volume of unstructured "white mail" from applicants. The existing process was overly complex and failing to classify 39% of documents, creating a significant administrative burden that was expected to grow exponentially. To address this, the department partnered with vendor Agilisys to utilize their Agilisys Automate artificial intelligence solution.

The Agilisys Automate solution employed AI to read, decipher, and categorize all incoming correspondence. Through a proof of concept using over 2,000 documents, it proved capable of automating 42% of the processing demand immediately, even with poor quality images. This was projected to rise above 50% with process improvements. The AI from Agilisys successfully categorized mail more accurately than trained staff, delivering significant baseline productivity savings and future cost mitigations for the department.