Case Study: Department for Education improves email responsiveness with Capgemini

The Department for Education uses robotics to enhance responsiveness to customer emails

The Department for Education, specifically its Ministerial and Public Communications Division, needed to respond to around 60,000 annual emails and online enquiries more quickly and accurately. Working with Capgemini, the department looked to reduce manual processing, improve turnaround times, and free staff to focus on front-line support through an automated email handling approach.

Capgemini implemented an unattended robotic process automation solution called A.R.N.O.L.D. to classify incoming emails, log them in the CRM system, flag urgent child-at-risk and extremism messages, and route cases to the right teams. Since launch, the solution has processed over 10,000 emails, with 77% logged first time without human involvement and only 1.9% resulting in system exceptions, while cutting average processing time to just over four minutes and improving accuracy, productivity, and response times.

Department for Education

Ian Wiles

Strategic Improvement Team Leader