Case Study: UWV speeds citizen service with Xerox eFLOW automation

Mailroom automation facilitates faster citizen service for government agency

UWV, the Netherlands’ social security organisation, processes large volumes of citizen mail related to unemployment and disability benefits. Its manual mailroom operations were slow and error-prone, taking two to three days for documents to reach the right employee and delaying claim handling. To improve citizen service and reduce routing mistakes, UWV turned to Xerox Corporation and its Xerox® eFLOW solution.

Xerox Corporation implemented Xerox® eFLOW to automate the scanning, recognition, routing, and standardisation of both structured and unstructured documents. Working with Xerox consultants, UWV configured intelligent search rules and integrated the system with back-office processes, cutting claim processing time by days, dramatically reducing routing errors, and improving communication consistency. The automation also eliminated mailroom inefficiencies enough to save the equivalent of 40 workers.

UWV

Frans Slingerland

Director, Purchasing & Facilities