Key benefits
Improved user experience
When applicants file their documents online, they can submit updates and check the status of their cases. Case workers field fewer calls as a result. Additionally, with several benefit case types fully digital, businesses submit applications directly on behalf of their people.
Person-centric model
A person can account for multiple cases over time. For example, a person creates a case when they first apply for a benefit from the agency. As they later revise or expand existing benefits, or request benefits for family members, they create more cases. The full picture of a person’s record may evolve over decades.
While each case has its own case file, the federal agency, with the help of CGI Federal and Hyland, is creating a person-centric view of a person’s complete record that will make it easier to find information spanning an individual’s entire history across multiple cases.
More efficient case processing
The digital process makes it easier for applicants to access the information they need. Case adjudicators also can operate much more efficiently when the information is available digitally, rather than waiting for a bulky paper record to be shipped between offices.
Improved vetting
The use of digital records allows case adjudicators to quickly look across a person’s record and other related records to identify inconsistencies and build a full picture. This leads to better identification of fraud and improved decisions overall.
Reduced backlogs
Work is being done faster, and cases are getting resolved sooner. That’s been especially helpful for resolving the benefit case backlog, as well as the high volume of Freedom of Information Act (FOIA) requests for those cases that the agency receives. Reviewers can now quickly review a file and prepare properly redacted FOIA responses.
Safe and secure records management
CGI Federal developed a specialized, encrypted content store that they plugged into Alfresco’s open architecture. The specialized content store has an API that the agency’s Security Operations Center (SOC) can directly access to determine if there has been a classified data spill. If so, the SOC can quickly remediate the spill through an API, all in compliance with federal standards.
> Learn more | Improve government efficiency with open-source content management
Preserving records for history
The digital process goes beyond helping make informed decisions. Future historians will be able to locate and retrieve records from a digital records repository.
“These are permanent records. And they’re permanent records because they have historical value,” said Laurence Hart, a vice president in CGI Federal’s National Security and Justice business unit. “We want to make sure that future historians can understand how the people of today lived and allow them to build a more accurate and richer story about their past.”