Case Study: Santa Cruz County Human Services Department achieves rapid digitization (weeks to 1 business day) and 37% increased capacity with Tungsten Automation

Santa Cruz County Human Services Department Helps Caseworkers Serve Clients More Effectively

Santa Cruz County Human Services Department’s Employment and Benefit Services Division manages tens of thousands of assistance cases for low-income residents, but long-held paper-based processes created growing backlogs and made it difficult for caseworkers to access information quickly, delaying service and straining staff capacity.

By deploying Kofax Capture, Transformation and VRS Elite with partner Western Integrated Systems and shifting capture to the point of entry, the division automated classification, image enhancement and data validation for 20–30k pages a week. Digitization time fell from weeks to one business day, accuracy and straight-through processing improved (30% full, 50% minimal touch), and the agency absorbed a 37% increase in workload while keeping staff levels flat.

Santa Cruz County Human Services Department

Todd Estabrooks

Senior Departmental Information Systems Analyst