Case Study: Government Legal Services Agency

Propelling a government agency into the digital age

Ensured timely legal correspondence delivery to 8,000+ incarcerated individuals

Automated 2,500 expense audit notifications for 600+ external legal providers

Redeployed 3 FTEs to high-value tasks

Client

Government Agency

Industry

Public Sector, Legal Services

Project Focus

Intelligent Automation

About the Customer

A government legal services agency faced significant operational challenges in serving its diverse client base, which included over 8,000 incarcerated individuals across the state’s prison system. Timely and accurate communication was critical, yet manual processes and disconnected systems across agencies hindered efficiency and created significant volume of workaround activities.

The Challenges: Bridging the Digital Divide

The agency encountered two major operational hurdles:

Inmate Location Updates

With approximately 800 daily inmate relocation movements between facilities, keeping accurate location records was essential for ensuring critical legal correspondence reached the intended recipients. However, the lack of system connectivity between the agency and the Department of Justice meant agency system records were out of date, which necessitated ad-hoc queries and manual updates, impacting up to 500 staff members daily.

Expense Claims Auditing

An annual audit plan covered 2,500 legal expense claims from over 600 external legal providers. Resource constraints and increasing workloads limited the audit team's ability to fulfill the plan effectively. Manual processes lacked notifications and follow-ups, while system modifications were cost prohibitive.

BTP's Approach: Quantum Leap Through Automation

1. Seamless System Integration

Automated daily inmate record updates in the agency’s case management system
Integrating systems across agencies

2. Intelligent Audit Automation

Deployed RPA for automated audit notifications and follow-ups
Extracting data from case management systems to create personalised communications

3. Change Management and Training

Provided comprehensive training to agency staff
Ensured smooth adoption of new automated processes

4. Continuous Optimisation

Implemented performance monitoring dashboards
Established feedback loops for ongoing process improvement

The Results

Enhanced Communication Efficiency

• Ensured timely, accurate correspondence with incarcerated clients

• Eliminated manual location updates, freeing staff for high-value tasks

Optimised Audit Process

• Achieved 100% coverage of 2,500 expense claim audits

• Redeployed 3 FTEs to strategic initiatives

Improved Governance and Risk Management

• Enhanced oversight of public fund expenditures

• Reduced fraud risk in expense claims

Elevated Customer Experience

• Ensured timely legal support for vulnerable clients

• Improved responsiveness and accuracy in service delivery

Intelligent Automation and AI Solutions

Discover how BTP’s cutting-edge Intelligent Automation and AI solutions can transform your business processes, just as we did for this client. From streamlining complex workflows to unlocking unprecedented efficiencies, we’ll help you harness the power of AI and Automation to drive quantum change in your organisation.