Case Study: Office of Recovery Services achieves 94% document-classification accuracy and 80% faster digitization with Tungsten Automation

Utah’s Office of Recovery Services Saves Millions and Speeds Response to Citizens

The Office of Recovery Services (ORS), part of the Utah Department of Human Services, faced a major records-management challenge: digitize and centralize more than 85,000 child support cases (an estimated 6–7 million pages), improve disaster recovery after Hurricane Katrina exposed file vulnerabilities, and process 80,000+ pieces of incoming mail per month faster while reducing office space, preventing document loss, and enabling telecommuting.

Working with Data image, ORS deployed a Kofax-based electronic mailroom using Kofax Capture, Transformation and VRS Elite plus OPIS/OPEX scanning integration. The system automatically classified 246 document types at four pages per second with 94% accuracy, cut project time to just over eight months (about an 80% time reduction), and enabled same-day mail distribution. The solution expanded from 80,000 to 255,000 digitized cases, supported 200+ telecommuting workers, improved customer service and compliance, and helped verify insurance for 253,058 Medicaid recipients—avoiding over $208 million in costs.

Office of Recovery Services

Les Roberts

Information Analyst ll