Case Study: Food Standards Agency improves correspondence handling with Core Technology Systems

Food Standards Agency cuts correspondence processing times with Core Technology Systems

The Food Standards Agency, a UK government department responsible for food safety, faced a significant challenge in manually managing thousands of annual correspondence and FOI requests. Their legacy process, tracked through Excel and email, was inefficient and risked non-compliance with strict legislative response times. Core Technology Systems was engaged to implement an automated solution to manage this correspondence.

Core Technology Systems implemented a solution that automated case assignment, sent escalation emails for overdue responses, and tasked QA personnel to ensure accuracy. This resulted in major savings, a significant reduction in errors, and provided full visibility of case statuses to prevent SLA breaches. The system also produced automatic compliance reports, giving the agency valuable performance insights and the ability to scale its operations effectively.

Food Standards Agency