Case Study: WCB of Nova Scotia achieves 75% reduction in claims intake and routing time with Tungsten Automation

Workers’ Compensation Board of Nova Scotia Enables Lean Processes and Swift Access to Actionable Intelligence with Kofax

The Workers’ Compensation Board of Nova Scotia (WCB) faced slow, paper‑heavy intake processes that left staff tied to printing, sorting, scanning and routing faxes. Despite earlier use of Kofax for document capture, multiple fax machines across units produced about 500 faxes per day that moved through several dedicated sub‑teams, resulting in roughly a four‑day turnaround and limited capacity for higher‑value work. A 2009 “Work Smarter” service model redesign prioritized fax capture and process improvement.

Working with INTEGRIM, WCB implemented Kofax Capture Network Server and Kofax Transformation Modules to centralize electronic fax capture, automate classification and extract content for front‑end processing. A cross‑trained team now handles about 600,000 pages per year with an average one‑day turnaround, cutting claims intake and routing time by 75%, reducing manual intervention, enabling invoice analytics, and freeing staff for more valuable customer‑facing duties.

WCB of Nova Scotia

Mike White

Manager, Service Delivery