As public sector modernization becomes a mandate, cities must evolve their core government processes to meet rising citizen expectations for digital service. The City of Mount Pearl successfully answered this call with Laserfiche, transforming the way it handles information and manages citizen services. By implementing digital forms, automating manual workflows, and migrating to Laserfiche Cloud, the city has achieved significant gains in efficiency, data accuracy, and the quality of services delivered to its community.
Unlocking Efficiency Through Workflow Automation
The city’s initial adoption of Laserfiche focused on fulfilling regulatory requirements by digitizing records and applying retention schedules in the Laserfiche repository. However, the true transformation began when the city embraced workflow automation to replace error-prone, manual processes.
“A lot of our legacy processes were manual, using spreadsheets, manually typing in information,” said Bill Peddle, records and information management officer at the City of Mount Pearl. “One of my goals when I develop a process is to remove as much manual data entry as possible, because anyone will tell you that manual data entry is your biggest avenue for error.”
This focus on automation and error reduction has been applied across multiple departments, including HR, Finance, and Permitting:
- HR onboarding: A Laserfiche solution replaced a slow email notification process that was causing delays for new hires. With Laserfiche, the relevant departments are notified immediately when a new hire is made, allowing them to prepare the new employee’s setup in a timely manner. Once complete, Laserfiche also creates the employee’s file in the repository.
- Intelligent approvals in Finance: The city automated its sole source procurement process to cut down unnecessary communications for senior staff. Instead of emails going to multiple high-level administrators, the workflow now includes built-in checks and balances. For instance, a manager can approve expenses up to a specific threshold. If the request is below that amount, the workflow terminates after the manager’s approval. If it exceeds the limit, it automatically routes to the director. “That cuts down any amount of time that these key individuals are not getting emails,” Peddle explained. “They’re not getting bogged down in these processes that they don’t need to know about.”
- Standardized data entry for Permitting: The city integrated Laserfiche with its GIS data, pulling property information from a database table into Laserfiche Forms. Now, any form requiring a street name forces the user to select from the official, consistent list. “If you applied to build a fence at your house, we’re able to go into the address in the repository, and see all of that,” Peddle said. “But before, people would write the streets themselves, creating a lot of manual error.” The solution eliminates variations in spelling (like “Main Street” vs. “Main St.”) that plagued the old folder structure, and ensures that data is always directed to the right place.
“The biggest thing is at the end of the day is, it’s not data stuck on someone’s shared drive,” Peddle said, highlighting Laserfiche’s ability to capture information and enforce consistent naming and folder structure, maintaining data integrity.
Enhanced Citizen Service with Digital Forms
A major part of the city’s digital transformation strategy involves replacing all old PDF forms with online Laserfiche Forms. One major improvement included combining six separate PDF forms into one permit application. The city also modernized its municipal elections nominations processes, as well as updated traffic calming and inspection forms processes, among others. This shift has directly improved the speed and quality of services for residents.
Legacy forms required citizens to download, print, fill out, and then manually scan or drop off the PDF forms. Now, residents can fill out digital forms on the city website, and the system ensures they are correct and complete before submission. By making fields mandatory, the forms capture the data staff need to begin processing an application immediately. “This cuts down on that back and forth that the person who’s receiving the form has to do,” Peddle said. “They used to have to call the submitter and say, hey, you didn’t supply this or that — this just took extra time that we don’t have in city government.”
An added benefit of the new Laserfiche Forms: accessibility to a wider range of citizens. The city is incorporating Google Translate via an API into its public-facing forms, allowing residents whose first language is not English to translate the form within the application. “They’re not having to go to someone to try to figure out what the form says, which I thought was an amazing capability,” Peddle added.
The city’s goal is not just to optimize form submission, but to build end-to-end automated processes: “We’ll continue to improve and streamline,” Peddle said. “We aren’t stopping at form submissions; we’re going to be processing all of those applications with less manual error and faster speed.”
Upgrading to Laserfiche Cloud for Simplified Management
After more than 10 years using Laserfiche, the City of Mount Pearl recently had to choose between continuing to self-host or move to Laserfiche Cloud. The decision was ultimately made simple by the compelling benefits of a fully managed environment.
“The cost of a new subscription was very similar to our current subscription,” Peddle explained. “The key thing is that we don’t have to maintain all these local servers. And we don’t have to maintain all the storage, which adds up in costs.” The move allows the city to stay current on software and security updates.
According to Peddle, the benefits of upgrading to Laserfiche Cloud included:
- Retiring legacy servers
- Saving IT staff time maintaining, patching, backing up and monitoring
- Better availability
- Better performance, user satisfaction
- More time to quickly deploy new processes
Staff adoption of the new environment has been overwhelmingly positive. The cloud interface is centralized and streamlined. “Before we had a repository shortcut; we had a Forms shortcut — now we just have Laserfiche Cloud and it has everything in one place,” said Peddle. “The pickup and the adoption of it by staff has been great.”
A Culture of Continuous Improvement
The successful roll-out of processes in various departments has created an internal appetite for further automation across the city. “Once you meet with the department and you provide them one process, and they see how well it runs, they’re immediately asking, ‘What can we do next?’” Peddle said.
Ultimately, the most rewarding aspect of the entire project for Peddle is the positive impact on city employees and residents.
“My favorite thing about Laserfiche is not the software itself; it’s the feedback that I get when a process is built, and users saying, ‘This makes my work life so much easier,’” he added. “At the end of the day, that’s the ultimate goal.”
In today’s digital workplace, data is generated faster than organizations can keep up, flowing in from emails, documents, chat messages, cloud drives, vendors, collaboration tools and more. While this information should be a strategic asset, it instead becomes a burden. The sheer volume, variety and speed of data creation can leave many drowning in digital clutter.
Managing this ever-growing pile of data is like trying to shut a giant digital junk drawer that’s overflowing, disorganized and nearly impossible to control.
At the core of this challenge is the fact that 90% of enterprise data is unstructured. That means it lives in inconsistent formats, scattered across disconnected systems, and it’s often difficult, if not impossible, to find or use effectively. This data is your organization’s ghost content.
What Is Ghost Content & Why It Matters to Your Organization
Ghost content refers to the data your organization technically owns but can’t find or use effectively—or may not even realize exists. It often hides in forgotten file shares, siloed legacy systems, outdated email threads, paper archives and even on personal desktops. It can also be locked away in unsupported formats or buried within outdated workflows, which makes it invisible to the business, school or municipality and inaccessible to the people who need it most.
When left unmanaged, ghost content quietly drains productivity, increases compliance risks and keeps valuable insights out of reach. Employees waste precious time searching for misplaced or mislabeled information and frequently end up recreating existing content, leading to duplicated efforts and increased chances of errors.
Beyond operational inefficiencies, ghost content risks serious compliance threats. Without proper visibility and governance, sensitive data such as personally identifiable information (PII) may be stored without the right access controls or audit trails, exposing organizations to legal liabilities and regulatory violations.
Data privacy laws such as the General Data Protection Regulation (GDPR), along with state regulations like the California Consumer Privacy Act (CCPA), and other retention mandates further raise the stakes, requiring businesses not only to protect their data, but also to know exactly where it lives and how it’s used.
The Three Categories of Ghost Content
Ghost content falls into three categories, each presenting unique challenges to discovery, access and usability.
1. Lost or Hard-to-Find Data
Critical business documents such as invoices, purchase orders and contracts often get buried due to inconsistent file naming or poor categorization. Paper records—like student transcripts, building permits or financial statements—locked away in physical storage also fall into this category, making them difficult to retrieve when needed.
2. Siloed Data
Customer records, vendor files, student profiles and financial data often live in isolated systems like Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) or Student Information System (SIS) platforms, which rarely integrate smoothly due to differences in data formats and limited system interoperability. This siloing makes access difficult, often requiring manual effort or insider knowledge. Additionally, documents stored locally on desktops or shared drives, or in email inboxes, further limit visibility and prevent cross-departmental collaboration.
3. Unstructured Data
This includes meeting recordings (with clients, city councils, etc.), imaging files like building plans or healthcare scans, and freeform textual data such as emails and notes. While this information often contains rich insights, it often is underutilized because traditional tools can’t analyze them easily and manual processing is too slow and labor-intensive.
How to Turn Ghost Content into Actionable Intelligence
Here’s a simple rule: if you’re spending more than five minutes searching for a piece of data, it’s time to rethink your process.
The good news is solving the ghost content problem doesn’t require a massive system overhaul. With AI-powered tools, organizations can uncover, organize and unlock the value of hidden content already within their systems.
Modern platforms are transforming data management, enabling users across all departments—not just IT or data experts—to quickly find and utilize content more effectively. Take Laserfiche’s Smart Chat where users can ask natural language questions like “What are the key risks in this contract?” or “Summarize this quarter’s financial report,” and get clear answers in seconds rather than hours.
Tools like Laserfiche’s Smart Fields take data management a step further by automatically extracting, classifying, tagging and organizing information into searchable metadata. For example, Smart Fields can capture critical details from handwritten payment checks in multiple formats, enabling accurate income tracking by project, improving cash flow forecasting, creating searchable audit trails and simplifying dispute resolution. Smart Fields can also detect if a document contains PII and identify the type, for either human review or automatic redaction using Laserfiche Workflows.
AI-powered Document Summarization further accelerates productivity by condensing unstructured content such as meeting minutes or video transcriptions into quick, accurate summaries, freeing valuable time for more strategic initiatives. When you use Document Summarization and Smart Chat in conjunction with one another, text of any length, complexity or format quickly turns into actionable information.
As these tools continue to evolve, they do more than just improve efficiency. They pave the way for intelligent process automation across the entire organization. By converting ghost content into structured, actionable information, businesses can streamline operations, empower smarter decision-making and unlock new levels of innovation at scale.
The Path Ahead: Reclaiming the Power of Content
By uncovering ghost content and turning it into actionable information, organizations can move from data overload to insight-driven decision-making. With the right AI-powered tools, what once felt like digital chaos can become a strategic advantage to fuel automation, accelerate workflows and empower teams to focus on what truly matters.
Want to learn more about how to manage your ghost content to process data faster, generate content and extract insights for improved decision making? Read more now.
Records managers might think a 97% storage reduction is impossible. For Brian Mooney, IT director at the Louisiana Patient’s Compensation Fund (PCF), it was a matter of innovative thinking.
The PCF provides medical malpractice coverage for private practitioners and hospitals in the state. On top of this, the organization provides ongoing medical care for injured individuals in medical malpractice cases. With 60 employees, the PCF insures around 28,000 providers and oversees a yearly budget of $150 million.
Protecting providers and ensuring fair compensation for patients creates complex and wide-ranging recordkeeping needs. Manually managing critical and often sensitive information created a logistical headache. This perfect storm drove the team to seek a new solution in Laserfiche.
Today, the PCF uses Laserfiche for a variety of processes, including:
- Legal document management
- IT issue tracking
- Claims file management
- HR onboarding and offboarding
- Fee scheduling
“We’ve always been very happy with Laserfiche and how easy it is to use and store documents,” said Mooney. “We were an early adopter of records retention schedules at a state agency. We’ve been a model for many other agencies looking to modernize their records management.”
A Journey Toward Efficient Records Storage
At any given time, the PCF covers the medical bills for 50 to 100 patients. Additionally, the PCF may have 4,000 claims open simultaneously, which take an average of three to five years each to close. The sheer amount of paperwork related to these tasks made document storage untenable. File retrieval during audits could take days.
With approval from the Louisiana Secretary, the organization implemented an “imaging exception” that allows scanned documents to be retained digitally through Laserfiche. This system meets state guidelines for secure storage, backup and distribution, facilitating automated retention schedules and reducing physical storage needs by 97%.
Today, staff can navigate the system and retrieve documentation promptly. What previously took days now takes minutes. The organization’s records processing capacity has also doubled. Staff can now process more than 700 claim, panel, and surcharge records per week. And with standardized records management practices, the organization has regained control over its information, mitigating risk of lost files or noncompliance.
A Trusted Source of Information for Malpractice Documentation
The PCF serves both patients injured in medical malpractice cases and the doctors and providers involved in medical malpractice cases. In malpractice cases, the first step involves a medical review panel. The panel’s purpose is to evaluate the case and determine whether malpractice took place.
The PCF staff must retrieve records in a timely manner: Non-compliance with a strict three-day deadline means legal consequences and fees. Mooney and his team transformed this tedious, hours-long search for documents. With all information digitized and centralized in Laserfiche, staff can now easily search and retrieve the documents they need within minutes. This alleviated the stress of working on such a tight deadline and made the organization more responsive.
“We get lots of records requests, and with Laserfiche, the team is able to put them together much better and faster than we used to in the past,” said Mooney.
Laserfiche facilitates the flow of documentation for these panels. Robust security features help the organization maintain and track proper access to sensitive information.
Securing this information long-term is crucial, as malpractice claims panels can take an average of two years to complete.
Since implementing Laserfiche, the PCF has reduced errors, saved staff time and created peace of mind for meeting state-level requirements.
Driving Process Innovation with Laserfiche
Recently, the PCF set out to further improve its records management. The team, facing high turnover and a growing number of complex documents, needed to quickly bring remaining staff up to speed on the project. PCF again turned to Laserfiche, this time integrating it with Canon IRIS to automate the manual steps associated with indexing employee information.
This project had three goals: Leverage experienced staff, reduce human error and reduce the learning curve for new hires. They started by training the Canon IRISPowerscan system to:
- Automatically categorize and index documents
- Enable data search and indexing based on Laserfiche locations
- Index based on pointing and clicking on any text
Laserfiche then automatically routes documents to their final Laserfiche folder destination once they are indexed, and triggers notifications for relevant staff.
This automated indexing workflow has vastly improved the PCF’s records management, reducing the risk for error and decreasing onboarding time for new hires. The PCF has also reclaimed staff time through Laserfiche’s scalability and ease of integration.
Future Projects
What started as a simple digitization project used by a handful of people has expanded to an interdepartmental initiative. Mooney and his team’s use of Laserfiche to double claim, panel, and surcharge records processing capacity has inspired new uses, with the transformation of the HR and accounting teams’ workflows on the horizon.
Additionally, Mooney is on the path toward using Laserfiche Forms to digitize and automate the surcharge form process, which would streamline the movement of documents into the PCF’s system and support $80 to $100 million worth of enrollments per year.
As one of Mexico’s leading insurance companies specializing in property, casualty and civil liability insurance, GMX Seguros has prioritized operational excellence and customer experience. Facing the perennial challenges of paper-intensive processes, escalating compliance demands, and the critical need for rapid claims resolution, the insurer sought to replace a legacy document management system with a more robust solution.
The insurer found a solution in Laserfiche, embarking on a journey that has dramatically streamlined operations, cut processing times, and fortified GMX’s position as a market leader. Through the organization’s automation initiatives, the insurer achieved an impressive 75% growth in claims handling capacity and a 20-30% increase in other business areas.
Reimagining Manual Processes and Costly Bottlenecks
Before adopting Laserfiche, the GMX grappled with a complex web of manual processes and physical documentation. Policy issuance, regulatory compliance and claims handling were bottlenecks that hindered efficiency and customer satisfaction.
“We were generating a lot of paper in different ways,” said Oscar Salgado, CIO at GMX Seguros, describing the sheer volume of paper as about the size of a two-bedroom apartment. This physical footprint wasn’t just about space; it translated into slow, laborious workflows. The claims process, a cornerstone of customer trust, was particularly impacted.
“Claims processing used to take more than 15 days,” Salgado said. Longer timelines in claims processing, however, test customer patience in their time of need.
Beyond operational inefficiencies, the company faced stringent regulatory requirements, such as those from the Comision de Seguros, demanding meticulous collection and secure storage of sensitive customer documents (IDs, proofs of address, financial statements) to comply with anti-money laundering regulations. Managing these crucial personal documents across disparate systems was a significant hurdle.
Laserfiche as a Digital Backbone
The insurer began implementing Laserfiche with a focus on policy management, digitally archiving all issued policies and integrating them with a customer portal for easy download. This initial success paved the way for more expansive applications.
A key area of transformation was regulatory compliance. “We need to collect IDs, address, proofs of address, statements — all these documents are personal and sensitive data,” Salgado said. “We store them in Laserfiche, and this helps us organize all the documents within our customer folders.” The centralized, secure repository became indispensable for managing sensitive data and demonstrating compliance.
The most significant impact, however, was felt in claims. The company developed a digital claims solution, which collects all necessary documents from customer and automatically builds a digital file. The GMX team built an integration between Laserfiche and the company’s claims system via Laserfiche API which links every claim document to its corresponding policy and customer file, creating a comprehensive digital record.
The insurer’s use of Laserfiche extends to other departments and critical processes including:
- Legal: Manages contracts with providers and agents, from initial petition through revisions and final signatures.
- Policy services: Supports legal compliance by digitally capturing customer signatures on policies, verifying their awareness of terms and conditions, and securely storing these signed documents.
- Human resources: Streamlines the collection, review and storage of numerous legal and personal documents required for new agents.
- Finance: Connects with the ERP system for processes like purchase orders, further unifying the digital ecosystem.
Dramatic Time Savings and Efficiency Gains
The implementation of Laserfiche yielded immediate and profound benefits, most notably in time savings and operational efficiency.
“The time that we are saving is tremendous,” Salgado explained. The most striking improvement was in claims processing: “Claims that used to take more than 15 days now less than five. In some cases, we can process a claim within the same day.”
This strategic advantage became especially evident during a crisis, when GMX experienced an influx of claims in a short period of time. In 2023, Hurricane Otis made landfall near Acapulco and became the costliest tropical cyclone to strike Mexico on record.
“We had the best turnaround time for claims related to Hurricane Otis,” Salgado said. While competitors struggled to process claims for months, the GMX Seguros’ Laserfiche-powered processes allowed the insurer to pay customers in less than a month. “With this efficiency, we can process more claims in less time.” This increased capacity, he added, amounts to 75% growth in claims handling.
Handling 50,000 – 60,000 claims per year and issuing more than 300 policies per day, GMX employees use Laserfiche on a daily basis to support critical service delivery. Beyond claims, the insurer has experienced 20% – 30% growth in other business areas.
GMX has also implemented Laserfiche to increase efficiency in:
- Purchase orders
- Travel expense reports
- Contract management
- Invoices
- Supplier management
- Compliance related to Article 492 of the National Insurance and Bonding Commission
The importance of the company’s standardized document management and automated processes is further magnified by audits, which are done internally as well as by regulatory entities. “We use Laserfiche to review and compile all documentation needed for audits, which used to be a very time consuming process,” Salgado said.
The paper reduction has also liberated valuable physical resources, freeing up office space and allowing for better utilization of facilities.
Building a Resilient Digital Future
GMX Seguros has not only automated critical processes like claims, compliance, and policy management but has also built a resilient, highly efficient digital ecosystem. The ability to dramatically reduce claims processing times has translated directly into enhanced customer satisfaction, particularly when responding to high-volume events like natural disasters.
“We have some of the best response times in Mexico,” Salgado said. “Laserfiche is not just a document storage system for us. It’s a competitive advantage.”
In today’s rapidly changing insurance landscape, insurers face mounting pressures from economic and environmental uncertainty, coupled with rising policyholder expectations. Navigating these challenges means they need to improve how they operate, enhance customer experience and manage compliance costs. A recent industry survey, however, revealed a problem: Many insurers aren’t set up to tackle these strategies effectively. In fact, over half of them cited data fragmentation as their top operational hurdle.
Insurance companies continue to rely on inefficient data collection such as paper-based forms and static PDFs, forcing policyholders into tedious, error-prone data submissions. These outdated processes lead to manual data entry, repeated follow-ups, and inconsistent service. As a result, customers churn and bring down net promoter scores (NPS). Meanwhile, policyholder data is scattered across line-of-business applications, forcing staff into a “swivel chair” routine as they search for crucial data. This disconnected approach not only delays decision-making but also creates significant operational inefficiencies.
At the same time, insurers are grappling with increasing volumes of data from connected devices like telematics, smart home systems, and wearables. While this influx of data represents a tremendous opportunity to tailor policies and set accurate premiums, many insurers lack the capabilities to capture business-critical metadata efficiently.
Harness Your Data: From Overwhelmed to Supercharged
So, what can insurers do to turn data into business intelligence? The answer lies in embracing an enterprise content management (ECM) system as a unified source of truth and data orchestration engine.
With an ECM as the data backbone, insurers can:
- Deliver a superior customer experience through intuitive forms for policyholders that automate and standardize data intake for staff, ultimately speeding up service delivery.
- Harness the power of data by breaking down silos and integrating data across core systems to gain a complete view of policyholders.
- Navigate a complex regulatory landscape using records retention schedules and security tools that strengthen the organization’s information governance practices.
Leading ECM systems also incorporate generative AI features with the potential to revolutionize the way insurers intake claims, policy updates, and service requests from multiple channels.
These strategies not only improve productivity and cut costs but also elevate the overall policyholder experience – a vital factor in today’s competitive market.
Ready to learn how to turn data into strategic actions with an ECM platform? Download our free whitepaper, “Connect the Dots and Unlock the Power of Data in Insurance,” to discover how AI-powered data management can unlock the full potential of your data and lead your organization into a more efficient, customer-centric, data-driven future.
Laserfiche is a Leader for the 10th consecutive year, ranks highest in usability.
LONG BEACH, CALIFORNIA, JULY 23, 2025 — Laserfiche — the leading SaaS provider of intelligent content management and business process automation — is a Leader in the Nucleus Research Technology Value Matrix for Content Services and Collaboration for the 10th year in a row. Among the vendors evaluated, Laserfiche ranks highest overall in usability. Download a copy of the report here.
“As a leader in this year’s Value Matrix, Laserfiche was rated highest in usability for its AI productivity tools, new administration hub, process automation and integration capabilities,” said Evelyn McMullen, research manager at Nucleus Research and author of the report.
CSC as a Strategic Advantage: AI-powered Information Management
Recently released Laserfiche AI-powered features are aimed at boosting productivity even further and enabling automation at scale. Smart Fields, an out-of-the-box intelligent capture tool, allows customers to extract data automatically using natural language instructions, no matter the source or format. Smart Chat provides an intuitive chat interface that enables users to quickly gain insights from their repository content.
“As AI matures at an accelerated pace, vendors in the CSC market have the unique advantage of managing both structured and unstructured data from across the entirety of an organization,” the report’s Market Overview states.
Laserfiche AI features alongside powerful workflow automation, information governance and records management tools create new opportunities for organizational efficiency. Customers across industries use Laserfiche to increase productivity, create competitive advantage and drive growth.
“Laserfiche gives us the forms and workflow processes as well as data integration that enable efficiency at scale,” said Airline Hydraulics Chief Technology Officer Todd Schnirel. “Our Laserfiche-powered process improvements have supported us in achieving a significant increase in net revenue while adding very little operating expense.”
“Being ranked a leader for 10 consecutive years is a testament to our product innovation,” said Thomas Phelps, senior vice president of corporate strategy and CIO at Laserfiche. “Our top ranking in usability reflects our core value of putting people first and our commitment to delivering intuitive solutions that empower users.”
To learn more about Laserfiche’s position in the Content Services and Collaboration market, download the report here.
About Laserfiche
Laserfiche is a leading enterprise platform that helps organizations digitally transform operations and manage their content with AI-powered solutions. Through scalable workflows, customizable forms, no-code templates and AI-enabled capabilities, the Laserfiche® document management platform accelerates how business gets done. Trusted by organizations of all sizes — from startups to Fortune 500 enterprises — Laserfiche empowers teams to boost productivity, foster collaboration, and deliver a superior customer experience at scale. Headquartered in Long Beach, California, Laserfiche operates globally, with offices across North America, Europe, and Asia.
Keep your team connected, secure, and productive – anywhere they work.
Hybrid work is the new normal, but outdated systems make it harder for staff to collaborate and access the information they need. A secure, digital-first approach ensures employees can work effectively from the office, the field, or home – without delays or security risks.
How to Support a Productive Hybrid Workforce
Give employees the flexibility, security, and tools they need to stay connected and efficient. Here’s how:
- Enable secure remote access. Retrieve records, submit reports, and process requests from anywhere with cloud-based systems.
- Speed up your processes. Automate approvals, document routing, and repetitive tasks to keep work moving, no matter where employees log in.
- Protect sensitive data. Safeguard information, even on personal devices, with multi-factor authentication and secure role-based access.
- Get new staff onboard faster. Automate routine HR tasks, such as benefits enrollment, security clearances, and IT access, so employees are ready on day one.
- Ensure seamless operations in emergencies. Keep essential services running with cloud-based tools when unexpected events disrupt office access.
Cut Process Times in Half with Laserfiche Cloud
The Pennyrile Area Development District reduced processing time by 50% and saved a week of staff time per month by digitizing processes with Laserfiche Cloud. Automation of tasks like purchase orders and invoices improved efficiency, enhanced collaboration, and enabled a seamless hybrid work environment.
How could Laserfiche Cloud improve your team’s flexibility? Start by digitizing records, automating workflows, and providing secure access to essential systems. Small steps make hybrid work seamless. Learn more about how ECM help teams work better with our ebook, the ECM + AI Buyer’s Guide.
Laserfiche Series: Your Guide to Upgrade State and Local Government Service Technology
Learn from public sector leaders who have modernized government services with Laserfiche.
Put services at citizens’ fingertips with online access, mobile-friendly tools, and automated workflows.
People expect government services to work like online shopping—fast, accessible, and available anytime. They don’t want to stand in line or wait on hold to submit forms, track requests, or access public records. With self-service portals, you can meet these expectations while reducing staff workload and improving transparency.
How Self-Service Portals Improve Government Services
Give citizens digital access to government services and speed up response times. Here’s how:
- Let citizens help themselves. Eliminate long lines and office calls with online portals that let people request services, file applications, and track progress 24/7.
- Speed up responses. Instantly route requests to the right department and track approvals with digital forms and automated workflows.
- Increase transparency. Keep citizens up to date with status tracking tools that automatically send deadline alerts and show exactly where requests stand.
- Reduce staff workload. When people can find answers or submit requests on their own, your team can focus on more complex cases instead of routine inquiries.
- Make services mobile-friendly. Ensure portals work on any device, so residents can access services anytime, from anywhere. Your field service inspectors and officers can also benefit by instantly filing reports from their tablets.
Speed Up FOIL Requests by More Than 50%
The City of Rochester built an online FOIL request portal with Laserfiche, so citizens can submit and track requests in real time. Before automation, a FOIL request could take up to 28 days – now, the city responds in just 12 days on average. This cut turnaround time by more than half, increased transparency, and freed staff from manual paperwork.
How could automating requests improve your team’s efficiency and your citizens’ experience? Start with one process—like public records, permits, or service requests—and automate it with a self-service portal. Learn how ECM can make your process more efficient, and how to find the right platform for your organization with our ebook, the ECM + AI Buyer’s Guide.
Laserfiche Series: Your Guide to Upgrade State and Local Government Service Technology
Learn from public sector leaders who have modernized government services with Laserfiche.