Case Study: Los Angeles County Department of Human Resources achieves automated, faster, more secure appeals resolution with OpenText Documentum xCP

County of Los Angeles automates appeals process with OpenText

The County of Los Angeles Department of Human Resources, which handles HR for more than 110,000 employees and about 250,000 applicants, faced a slow, paper-driven appeals process that required staff to track roughly 5,500 annual appeals by mail, fax and manual searches. The manual workflow caused delays, security and transparency issues, threatened costly escalations to the Civil Service Commission if cases exceeded a 60‑day threshold, and hurt staff morale and customer service.

Working with Nexlogica, the county launched eAppeals powered by OpenText Documentum xCP—an online submission portal with automated workflows, notifications, integrated data validation, audit trails and reporting. The system now handles more than 98% of appeals, speeds resolution, reduces escalations, improves security and transparency, boosts collaboration and staff morale, and delivers data-driven insights that inform ongoing HR improvements.

Los Angeles County Department of Human Resources

Murtaza Masood

Information Technology