Digital Transformation of Postal Service Invoicing System
Challenge
A large postal service provider generating 3 million invoices annually used an existing process which required a comprehensive overhaul to enhance accessibility, efficiency, and reliability for both internal users and external customers.
Doc-works were tasked with creating an online repository for these documents, ensuring seamless access and processing. The critical requirements included:
• 24/7 Availability: Uninterrupted access to documents.
• Quick Retrieval: Documents needed to be returned to users within 2 seconds.
• E-Invoicing: Efficient processing and dispatch of e-invoices to customers.
Solution
Doc-works developed a reliable online portal solution to address these needs through a multi-faceted approach, successfully transforming the invoicing system into a modern, efficient, and eco-friendly solution.
The project not only enhanced operational efficiency and customer satisfaction but also contributed to environmental sustainability through the reduction of paper usage.
This case study demonstrates the effective application of digital solutions to streamline complex processes and achieve significant business improvements.
Outcomes
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Reliable online portal
We developed a reliable online portal for customers to view and download documents with PDF viewing for documents and CSV downloads for invoice breakdowns. -
Redundancy and reliability
A Primary portal was established for user access with a Secondary server implemented in a separate location as a backup, ensuring continuous service in case of primary server failure. -
Automated processing
An automatic ‘Loader’ process loads invoices and related documents overnight, ensuring e-invoices are sent before the start of the next working day. -
Monitoring and reporting
A suite of online reports are provided to monitor system performance and data integrity including management screens to add or delete users and e-invoicers. -
User engagement
The system supports 42,000 monthly users (9,000 internal and 33,000 external) and facilitates the retrieval of 26,000 documents per month. -
Financial impact
Since go-live in October 2019, over 5 million e-invoices have been sent, totaling over £7.6 billion. The switch to e-invoices has saved approximately 220 trees.
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Document storage
The system stores 19.3 million documents and processes and loads 350,000 documents per month. -
Email efficiency
The system sends almost 200,000 emails per month. It also ensures that failed email deliveries revert to print, guaranteeing customer receipt.