Case Study - Ditium
Defence

Project name
Automated Tax Form Request System

Client Name
Inland Revenue Authority of Singapore (IRAS)

Challenges
A call center was required to answer and process calls requesting for various forms.

Key Results
Phone in requests for Tax forms are now fully automated by integrating Umero Communications Workflow Server to the Avaya IVR system and backend database.

Upon request from the Avaya IVR system, Umero fetches the requested document from the database and faxes it out. Umero acts as the central communications platform used to route all communications jobs and track each fax document as it is entering or leaving the system.

Project name
Incoming Forms Management System

Client Name
Central Provident Fund (CPF)

Challenges
Staff had to process the faxed-in forms manually, keying in data or scanning the forms before deciding on the appropriate location for them to be archived. They are looking at streamlining and reducing time spent for each form received.

Key Results
Umero was introduced to manage the document flow for scanned and fax-in forms, routing them through Teleform for OCR processing before depositing the extracted data into the backend database system. Since automation, it has resulted in significant time and costs savings.