TRANSFORMING THE NATIONAL NOTARIAL ARCHIVES: ENHANCING PRODUCTIVITY AND CUSTOMER SERVICE

Initially, saving scanned copies of contracts and wills wasn't practiced, resulting in repetitive scanning for clients requesting the same documents, a time-consuming task. Furthermore, delivering paper copies led to high paper consumption and costs while being less eco-friendly. The process inefficiency was evident as customers had to visit the Office twice for orders, leading to customer influx, overwhelmed front office employees, and up to a five-day waiting period for the public.

They wanted the client to be able to request and purchase informal and legalised copies of documents from the comfort of their homes without having to visit the department.

An online system would effectively eliminate waiting times and reduce the number of clients coming to the department. Employees could, therefore, focus on other tasks.

The archives dating back to 1465 A.D., a digital service would effectively preserve the precious documents.

The most time-intensive tasks of scanning and archiving up to 1700 volumes of 350 pages each per year have been taken over by Scan2X and Therefore Document Management System. These volumes are now being scanned and edited by the digitisation team.

Once a volume is scanned and edited by a user, Scan2x makes it machine-readable with OCR. When ready, the document is uploaded directly to the Therefore Document Management System, where they are stored and made available online immediately. Online availability drastically lowered the number of customers coming to the Office and the amount of paper used.

This has also led to an increase in profits, as copies are no longer supplied on paper, meaning that the department has reduced its overall expenditure in this regard.

The system has helped keep track of orders, knowing what stage they are at, reducing the number of problems that used to occur. The system has allowed them to serve the customer more efficiently.

Employee's reduced time for processing and the average time it takes them to serve a customer has been reduced from five working days to three, resulting in a gain of 40% in overall productivity.

An average of 13,000 documents are uploaded into the system each month, meaning the Office scans and correctly categorises more than 70,000 pages monthly. They handle an average of 3,000 monthly orders within three working days, which is way more efficient than before.