Nintex > Case Studies > Revitalizing Public Service with Process Automation: A Case Study on County Court of Victoria

Revitalizing Public Service with Process Automation: A Case Study on County Court of Victoria

Technology Category

Infrastructure as a Service (IaaS) - Public Cloud
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Electronics
Paper & Pulp

Applicable Functions

Quality Assurance

Use Cases

Inventory Management
Personnel Tracking & Monitoring

Services

System Integration

About The Customer

The County Court of Victoria is a public sector organization based in Australia. It hears about 12,000 cases a year, including criminal and civil cases, and has jurisdiction over all criminal matters except murder and treason. The court serves Victoria’s 6.4 million people and is committed to providing prompt service. However, the court was struggling with overwhelming paperwork and a legacy case management system that was difficult to use. The court recognized the need to modernize its high-volume paperwork management and sought a digital and automated solution to replace its paper-based case management processes.

The Challenge

The County Court of Victoria, which hears about 12,000 cases a year, was struggling with an overwhelming amount of paperwork. The existing legacy case management system was not comprehensive and was difficult to use. The court needed to modernize its high-volume paperwork management but was unsure of where to start or which technology to use. The first process that needed attention was the directions correspondence workflow, which generated hundreds of pieces of correspondence that had to be individually printed and assigned. The next challenge was the convoluted manual process of auditing and compliance, which required pulling files from different locations and was difficult to manage due to lack of a top-down view of all activities. Lastly, the court faced the challenge of collecting information for cases that had a plea or trial which may not be recorded in the case management system. The existing method was antiquated and fragmented, requiring hard copy questionnaires to be transposed and typed into spreadsheets.

The Solution

The court implemented Nintex K2 Five to digitize its paper processes and capture information electronically. The software helped the court connect different IT systems and replace paper processes. The directions correspondence workflow was streamlined with K2 Five, which integrated with the Court’s iManage CRM system. The software efficiently routed documents to the correct party, assigning appropriate priority levels. For auditing and compliance, the K2 Five task-based system provided a unified list of audits that needed to be performed across different courts. The system routed audit processes to the appropriate owners and kept track of upcoming audits, automatically assigning tasks. For collecting information for cases, i2 Management used K2 Five to build a SmartForm, replacing paper-based forms. The new method allowed the courts to extract more meaningful data and store it in a data warehouse.

Operational Impact

The implementation of Nintex K2 Five has transformed the operations of the County Court of Victoria. The court has been able to streamline its correspondence workflow, reducing the time and effort required to print and assign hundreds of pieces of correspondence. The audit and compliance process has been simplified, with a clear case management system that provides a unified view of all activities. This has eliminated the need for multiple people to manage the process and reduced the time required for internal audits. The court has also been able to collect more meaningful data for cases that have a plea or trial, improving the efficiency of scheduling hearings and trials. The court can now better understand the impact of self-represented litigants on proceedings and evaluate court proceedings for bias or other potential trends. Overall, the court has been able to serve the public more effectively.

Quantitative Benefit