What to automate ?
- A request is completed by a citizen.
- A copy of the form is scanned in the archive and the physical form goes to an agent.
- An officer review, validate the form and enter the request in the registrar system.
- The assistant registrar sign the form and an original is filed in the physical file.
- An original signed form is returned to the agent who can give it back to the citizen.
Challenges and issues
- Despite the presence of an electronic vault, much paper remains in the process (printing to complete forms instead of filling them out online).
- Physical signatures require the Registrar to be present, which can lengthen the process by several days.
- Lack of a centralized registry due to multiple data silos.
The intelligent automation innovations
- Replace legacy capture with intelligent capture who will extract the relevant information automatically and populate backend systems.
- Create a complete electronic folder.
- Create a unified user interface presenting both registrar system information as well as electronic folder documents.
- Replace physical signature by electronic signature.
- Creating a unified interface allows for faster processing of requests and streamlined employee training.
- The implementation of the complete electronic record has made it easier to find the certificates issued.
- Smart capture has automated the creation of requests and removed a workload for officers.
- Electronic signatures allow for greater agility in the process.
The ministry has been able to reduce by a over 2 days the completion of time of each request.