Digital Document Flow: City Water Utility Case Study

InBase has shared its experience implementing a modern electronic document management system (EDM) and a “Single Window” solution to optimize the operations of a large municipal water supply enterprise. This case study demonstrates how digital transformation can significantly improve efficiency and service quality, even within complex infrastructures.

Prior to implementation, the enterprise faced challenges such as an outdated application intake system (phone calls, in-person visits), disconnected document flow between the head office, departments, and eight production complexes, and a substantial volume of paper-based work. This resulted in slow response times and inconvenience for both subscribers and employees.

The solution involved implementing a “Single Window” system on the UnityBase platform. Within six months, an integrated system was deployed for receiving, registering, and managing technical documentation. It ensures automated application processing, provides information to applicants, offers consultations, and facilitates rapid data exchange between departments. This allowed for the unification of the enterprise’s infrastructure under a single platform, accommodating high loads and a large number of users.

Benefits for Ukrainian Businesses and the Intecracy Group Audience:

• Increased Efficiency and Service Quality: The experience shows how digitizing routine processes can increase the number of processed applications tenfold, improving customer service and internal productivity.
• Successful Integration of Legacy Systems: The case study demonstrates the possibility of effectively integrating new solutions with existing “legacy” systems, a relevant challenge for many enterprises.
• Optimizing Large and Distributed Structures: Implementing EDM allows for centralized management of documents and applications, which is critical for companies with numerous departments or branches, ensuring business continuity and data security.

Thanks to the implementation of the new system, the enterprise has significantly optimized its business processes, reduced data processing time, and increased overall operational efficiency. This underscores the importance of investing in modern digital solutions for sustainable development.

Source: InBase