The London Borough of Haringey wanted to cut the cost of document management and improve automation. It chose NEC Document Management for the 300 users across its Revenues and Benefits and Housing teams. It also opted for Email Connect, which captures and indexes emails automatically.
Elaine Mitchell is Haringey’s Applications Support Lead: “We knew NEC Document Management was the right choice because it integrates so easily with other systems. It will also help us avoid the high cost of upgrades because we can do it ourselves. What we didn’t expect, of course, was Covid-19.”
Introducing a new system to 300 users – and migrating 7 million documents – is no small feat. So Haringey planned a phased approach. The main system would be rolled out in week one followed by Email Connect in week two.
When the pandemic struck, plans for user testing and training were all moved online: “The training was excellent,” says Elaine. “So we decided to bite the bullet and go live in lockdown. We wanted to leave the fine-tuning for a later stage, because by then we’d understand the art of the possible.”
Work on those next steps is now underway, like anonymising data automatically to meet GDPR, and the potential benefits are clear. The admin team had previously been manually indexing emails. By streamlining the process within Email Connect, 60% of all inbound emails are now being processed automatically. Completion times are faster and staff have more time to reduce the backlog.
“Completing testing and training in lockdown was a challenge. With support from NEC and a great in-house tech team we made it work. We’re now on the road to big improvements.”