Case Study: Federal Employment Agency achieves faster citizen service with IBM FileNet Content Manager

Providing higher-quality citizen services more quickly with electronic document management

The German Federal Employment Agency (Bundesagentur für Arbeit) faced a significant challenge due to a surge in demand for its services, processing up to 700,000 claims and enquiries daily. Its reliance on a paper-based system for managing 3.5 billion physical documents led to slow processing times, high storage costs, and inefficiency, prompting the need for a digital transformation.

IBM, through its Global Business Services, implemented an electronic document management solution built on IBM FileNet Content Manager. This new system digitized documents and introduced streamlined digital workflows, allowing 35,000 staff to access files from any location. The IBM solution resulted in huge time and cost savings by eliminating physical file transfers and storage, enabling the agency to process over 100 million documents electronically and focus resources on effectively supporting citizens.

Federal Employment Agency

Manfred Schnitzler

Operational Services