Requirement
Public Administration organizations receive a high volume of communications and documents every day through multiple channels, including traditional mail, email, certified email (PEC), and online portals. Managing this flow requires considerable time and resources, exposing organizations to operational bottlenecks, document loss risks, and processing delays.
The key challenges identified were:
- Reducing manual workload (Data Entry): Minimize the time personnel spend reading documents and manually entering key data.
- Eliminating physical document handling: Promptly convert all paper-based communications into compliant digital formats.
- Ensuring complete traceability (Audit Trail): Gain full visibility of the document lifecycle, from receipt to assignment, with detailed tracking of who performed each action and when.
- Automatic classification and filing: Correctly associate documents with existing cases and records while avoiding routing errors.
Solution
A new architecture was implemented, integrating semantic Artificial Intelligence modules with ARXivar Next. The solution automates the entire inbound communication lifecycle, including document ingestion, profiling, classification, and routing.
The Future-State Process (TO-BE)
|
Process’ Phase |
Task description |
|---|---|
|
1. Receipt and Digitization |
Communications are received either in paper or digital format. Paper documents are immediately scanned and uploaded in bulk to the ARXivar Next platform. |
|
2. AI-Assisted Profiling |
IThe AI engine analyzes document content—including PDFs, Word files, and OCR-processed images—and automatically pre-populates up to 80% of the standardized metadata form. |
|
3. Automatic Classification |
Based on the extracted and validated metadata, the system automatically assigns the document to the correct digital repository and links it to the relevant case file (Automatic Filing). |
|
4. Routing and Notification |
The document is automatically routed to the responsible department, while managers and designated users receive notifications on their dashboards. |
The Intelligent Profiling Form
Artificial Intelligence supports operators without replacing human judgment. Upon document arrival, key fields are automatically pre-filled, including:
- Master Data: Sender, Receipt Date, Subject (brief description).
- Routing Information: Type(Internal/External), Responsible Department.
- Management Information: Notes, Due date, Priority, Processing Status.
Operators receive a pre-completed form and only need to perform a visual and formal validation of the extracted information.
Digital Workflow Logic
Phase 1: Ingestion and Validation (Administration Office): The administrative operator validates the AI-generated data. If the recipient is an external organization, the system sends the document and the process ends. If the recipient is internal, the approval workflow is triggered.
Phase 2: The Review Cycle (Two-Level Validation)
- Operator Task (Initial Review): The reviewer verifies document compliance and applies a digital approval stamp before forwarding it to the Municipal Secretary.
- Municipal Secretary Task (Decision-Making): The Municipal Secretary reviews the content, adds any necessary management instructions (for example, “Handle urgently”), and returns the document to the Administration Office.
- Operator Task (Final Routing): The Administration Office reviews the management instructions and performs the final assignment to the appropriate department through a simple dropdown selection.
Phase 3: Case Ownership
The Head of Department receives the document directly in their ARXivar digital workspace, ready for operational assignment and processing.
Risults
The combination of ARXivar and Artificial Intelligence services delivered immediate and measurable benefits:
- Operational Efficiency: Complete elimination of delays associated with physical document transportation; Removal of waiting times caused by paper-based desk workflows; Instant access to information for all authorized users.
- Data Quality: AI-powered document reading significantly reduces manual data-entry errors; Standardized document profiling improves consistency and searchability.
- Security and Governance (Traceability): Zero risk of document loss; Full decision-making and supervisory control remains with the Municipal Secretary; Processes can be monitored and managed efficiently, including remote operations.
- Continuous Monitoring; Detailed KPIs and reporting on incoming document volumes by department; Visibility into average case-processing times; Data-driven insights that support continuous improvement initiatives.
CHC Business Solutions
Where analysis meets innovation. Where every process becomes a competitive advantage.
In a constantly evolving business landscape, where simply digitizing is no longer enough, CHC Business Solutions stands out through a deep, analytical, and tailored approach to business process management.
We are more than technology implementers—we are strategic partners. We help organizations redesign their operational workflows by identifying real business needs, translating them into tailored digital solutions, and seamlessly integrating everything into scalable processes powered by ARXivar Next.
✅ Proven, Multidisciplinary Expertise
For over 20 years, we have helped organizations across industries:
- identify inefficiencies within internal business processes
- redesign operational workflows through a digital-first approach
- optimize time, resources, and business performance
Our team brings together business process consultants, functional analysts, and certified technical specialists, delivering practical, measurable solutions that create lasting value.