Case Study: HHS Office for Civil Rights (OCR) achieves streamlined case management and faster processing with OpenText

U.S. Department of Health and Human Services Implements Case Management and Correspondence Tracking Systems

The Department of Health and Human Services, Office for Civil Rights (HHS OCR) enforces federal civil rights and health information privacy laws and handles over 12,000 complaints a year across its head office and 10 regional offices. OCR’s legacy approach—paper case files, an unsecured Microsoft Access database, no central repository and inconsistent case-processing guidelines—made reporting, search, tracking and collaboration slow, error-prone and labor-intensive.

To resolve this, OCR implemented the Program Information Management System (PIMS) built by OpenText Public Sector Solutions using Java™, Content Server, Oracle® Reports, Oracle RDBMS and Cardiff TeleForm®; OTPSS combined the commercial out-of-the-box features of Content Server with the case tracking data from the newly custom-designed Oracle database application. PIMS, together with OpenText Content Server, Workflow and OpenText Correspondence Tracking (an out-of-the-box, fully configurable solution that captures, responds to, stores and manages paper and electronic correspondence), delivered an end-to-end document and case management system with real-time access, easier tracking and better collaboration—reducing validation from about two hours to roughly 15 minutes, improving customer service and compliance, and supporting ~275 users with hundreds of thousands of documents.

HHS OCR

Lisa Alston

Senior Information Analyst