The Challenge

Swale was providing customer services through several channels. People had to call a variety of numbers to make enquiries and access services. This frustrated customers and staff. Just as damagingly, it was at odds with government performance initiatives such as Best Value, the ODPM Priority Service Outcomes and the Gershon Review. 

Change was essential and the first step was to simplify customer access by implementing new customer service centre capabilities, based on Northgate’s customer relationship management (CRM solution and including business process management.

The Solution 

Swale worked with Kofax and the company's partner Northgate Information Solutions to integrate its front and back office systems and re-engineer a range of business processes. The result is streamlined service delivery, with extensive automation, providing better service at lower cost. Information is no longer paper-based, and customer requests are processed across departments and locations without loss of data integrity. People receive decisions more quickly, and the new processes are flexible to evolve easily with the council’s future needs.

With a single point of contact in place, the next step was to integrate this front office activity with back office delivery. Using Kofax TotalAgility, Swale could upgrade internal services by effectively integrating a number of existing Swale systems such as recruitment, expense administration, invoicing and corporate complaints. Everywhere, the key to efficiency was to replace disjointed, manual and paper-driven processes that required several hand- ffs between departments. Kofax TotalAgility integrated with Northgate’s CRM, accelerates processes, increases automation and accountability, and reveals process performance more clearly and quickly anticipated. 

Challenge:

In 2007, Albert Screenprint saw increasing customer demand for a one-stop shop for entire promotional programs, including shorter run items. Dedicated to exceptional customer service and keeping up with the latest technology, Albert Screenprint began looking for a digital solution that could augment its screen printing and litho capabilities in a hybrid manufacturing model. This was to be the first of many digital acquisitions the company would make as its digital requirements continued to grow. 

Solution:

After a thorough evaluation of product offerings in the market, Albert creenprint acquired its first digital superwide format printer in September of 2007, choosing the EFI™ VUTEk® QS3200. IT Manager Joe Presto says, “We found the QS3200 to be the best fit for our company, based on price, performance, and its hybrid roll-to-roll / direct-to-rigid capabilities. 

By December of 2009, more digital capacity was required, and Albert Screenprint chose to add EFI’s VUTEk GS3200. “This printer delivers even better quality than the QS3200,” he says, “and gave us significantly more capacity. We also liked the ability to achieve higher speed with its Fast-4™ capability—using the eight channels to print 4-color process twice as fast.” The extra capacity allowed the company to handle greater customer volumes yet remain a one-shift operation. 

At the time Albert Screenprint acquired the GS3200, the company also opted to utilize the EFI Fiery® XF RIP to provide even more color consistency, and for faster ripping of files.

Background

When officials from Culver City’s Transit System began searching for a CAD/AVL solution for its 52-bus fleet, they had one overriding concern. Would its small technical staff be able to handle a system of this size and magnitude? 

Unlike other, larger transit organizations, Culver City has no designated dispatchers. Each supervisor handles office work, field work, performance evaluations, accident investigations – and everything in between. They were already stretched thin as it was.

Although it is small, Culver City – located in West Los Angeles – serves a large ridership, carrying close to six million passengers a year. So, keeping the system they chose up and running was critical. 

“When we sent out the RFP, warranty and ongoing maintenance support was as crucial as the solution itself,” explained Art Ida, general manager, Transportation, for Culver City. “Although I had other great solutions to choose from, I went with Xerox Services because of its reputation for support. 

Round-the-Clock, Experienced Support That Goes Above and Beyond

Every CAD/AVL contract includes one year of warranty service and support. Clients can choose to continue with a paid, ongoing maintenance program after that time.

Like many large and distributed organizations, the United States Air Force was physically mailing paper payroll and travel documents for between bases. This process was slow, expensive and prone to loss. And, it provided only limited visibility into where the document was or the status of the information it contained.

The Air Force wanted to move to electronic documents such as PDF to increase efficiency and reduce costs. PDF forms offer a transitional medium that has all the advantages of a pure digital format but can be easily interchanged back to an analog format when required. PDF forms are portable and require no additional hardware or software lifecycle support until form revisions are required. They can also be used to capture all the metadata required to instantiate a process in a digital format while retaining all the context and human digestibility of a paper based form. In addition, PDF forms can be handled through the same process as paper forms, normalizing the business rules and data sufficiency support to one environment with one skill set requirement. PDF forms also offer flexibility to transition from paper to digital.

The Solution

The Air Force engaged Kofax to establish an extensible information capture service that could accommodate digitizing and transporting payroll and travel information and easily expand to accommodate other Air Force document capture requirements.

Using Kofax technology, the department successfully deployed a distributed capture solution across 140 Air Force bases around the world.