Case Study: Pennsylvania Department of Human Services achieves 90% faster claims processing and secure digital records with Xerox DocuShare

Pennsylvania Department of Public Welfare’s conversion to a digital repository with automated workflows speeds delivery of services to stakeholders

The Pennsylvania Department of Human Services, a statewide agency serving roughly 2.75 million unique individuals, struggled with paper‑heavy processes across 155 county offices that slowed correspondence, claims and eligibility workflows and put sensitive personally identifiable information at risk. To modernize and secure its document management, PA DHS engaged Xerox DocuShare to replace manual filing, printing and routing with a digital solution.

Xerox DocuShare was deployed as an enterprise ECM and digital filing cabinet—digitizing ~3 million documents, automating nearly 400 forms with on‑demand printing, and enabling 13,000 users to find records in seconds. The solution processes 78,000 claims annually, reduced case turnaround from eight weeks to less than one week (≈90% faster), saves about 80 staff hours per month, eliminated 17 file cabinets for one project, produced hundreds of thousands of dollars in form‑printing savings, improved security and audit readiness, and supported disaster recovery; PA DHS earned the Governor’s Innovator Award for these results.

Pennsylvania Department of Human Services

James A. Weaver

Acting Chief Information Officer