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Case Study: U.S. Department of Homeland Security achieves 42% efficiency savings and faster, lower-cost FOIA processing with OpenText Case360
A OpenText Case Study
Award-winning Freedom of Information Processing System powered by OpenText Case360 fulfills requests faster and more affordably
The U.S. Department of Homeland Security’s U.S. Citizenship and Immigration Services (USCIS) supports roughly 140,000 FOIA/Privacy Act requests each year but struggled with manual, paper-based processes, legacy mainframe systems, 20-day statutory turnaround requirements and growing backlogs. USCIS needed a modern case management system to streamline tracking, redaction and multi‑system coordination across offices nationwide.
USCIS implemented the Freedom of Information Processing System (FIPS) powered by OpenText Case360—an imaging, workflow and case‑tracking platform deployed to 260 users at 48 locations. The system processed more than one million cases, handled over 17 million images (3 TB of data), delivered a 42–43% efficiency improvement per an independent Booz Allen Hamilton analysis, cut cost per case to about 24% of other DHS components, produced positive NPV/ROI and earned multiple industry awards.
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