" Good commitment to the project has aided a very good working relationship between both the Audit Commission and Kainos. "

Caroline Murphy, Senior Project Manager, Audit Commission

" We were impressed with Kainos’ in-depth knowledge of SharePoint and how its use can derive greater business benefit. "

Mary Kane, Implementation Manager, C2k

" It was important for us to deal with a supplier (Kainos) that understands the special requirements of public sector organisations. "

Oliver Douglas, Senior Staff Officer, DCC

" It has been a pleasure to work with such a professional organization with knowledgeable staff and good customer focus. "

Martin Price, Extract Technology

" Kainos has created a unique customer-centric website that delivers fast and accurate insurance quotes. "

Brendan Hughes, eCommerce Manager, FBD

" The service and performance, provided by Kainos on the Kofax implementation was excellent. "

Nigel Byatt, E-Government Program Manager, Harlow District Council

" The success of this project is as much about the partnership with Kainos as the technology itself. "

Ross Morley, Programme Manager, Havant Borough Council

" We were impressed by Kainos’ clear and business benefits driven approach to addressing our key requirements and helping to articulate the solution benefits. "

Lesley Bett, Programme Manager, Information Commissioners Office

" Kainos’s track record implementing EDRM solutions in other councils was very comforting to North Somerset. "

Barrimore England-Davis, EDRM Project Manager, North Somerset Council

" The case management solution has resulted in better service delivery and a more effective operation. "

Jon Freeman, Royal Institution of Chartered Surveyors

" Kainos put forward a very positive team that showed great commitment and knowledge throughout. "

Declan McKibben, Application Portfolio Manager, RTÉ

" The new scanning system has already made a difference to our business and has improved the level of operational efficiency. "

Richard Evans, Internet Manager, C&W

" Kainos had a wealth of experience in EDRMS projects and a deep understanding of SharePoint. We are very pleased with the knowledge and expertise. "

Julie Parish, IT Support Service Manager, GWH

" Kainos has been excellent and a pleasure to work with. We couldn’t have done it without them. "

Mark Eustace, Systems Development Manager, HSCB

" Evolve™ enables us to harness the true value of information at our fingertips for quicker and better patient care. "

Neil Turnbull, Head of Programme Delivery, The Ipswich Hospital NHS Trust

" The Kainos team worked well to deliver a superb product which has been very well received. "

John Evans, Scottish and Southern Energy

" We are absolutely delighted by the Integrated Customer Services Centre developed by Kainos. "

Dominic Lumsden, Operations Director, Ulster Bank

" Kainos has used their excellent knowledge of content management to advise and guide us throughout this project and deliver it on time and to budget. "

David Fitzgerald, Project Manager, WYP

" Kainos has an in-depth knowledge of SharePoint 2010, a strong project management discipline, and a wealth of experience in the public sector. "

Louise Kearney, Director of Organisational Development, NITB

" Kainos, Evolve, understood the strategic vision for the NHS and demonstrated drive and enthusiasm in supporting us in implementing the EDMS. "

Nick McDonnell, Head of IM&T, West Suffolk Hospital NHS Trust

" The case management solution has resulted in better service delivery and a more effective operation. "

Jon Freeman, Royal Institution of Chartered Surveyors

Intertek - Case Management Solutions

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The Challenge

Intertek’s Foreign Trading Standards (FTS) division provides import inspection services primarily to Government clients to assess correct import duties and ensure conformity with local and international product standards. It is one of the largest commodity and product testing companies in the world, operating in 110 countries, with 11,900 employees across 270 laboratories and 500 offices. Intertek’s aim was to deliver a consistently high standard of customer service.

The Solution

The answer to Intertek’s problems lies in the implementation of a case management system. The key technologies of the system are workflow, to manage Intertek’s business processes, and document management, to handle the storage and retrieval of information.

Issuing importers with a clearance certificate is both labour and paper intensive. Documentation from importers and exporters is recorded on the system. The goods are then inspected and tested leading to a report which has to be entered into the system. Additionally, goods are valued and coded to calculate import tariffs and taxes for recipient governments. Intertek then compiles a final report which is used to produce the clearance certificate for the importer.

Using scanning and document management technology, Kainos’ web-enabled solution will provide Intertek inspection offices worldwide with immediate access to all the information and documentation necessary to process a certificate. The workflow application will ensure that each step of the certification process is completed to schedule and by the appropriate personnel. The end result is the rapid retrieval of complete and accurate information for customers.

The Benefits

Improved customer service – turnaround time for an import clearance certificate will be reduced significantly. With immediate access to complete and accurate information, the case management system will enable every Intertek customer interaction to be efficient, effective and consistent.

Increased efficiency and productivity – Intertek estimates that the case management solution will result in 20% staff efficiency gains whilst reducing overall inspection administration costs by up to 50%. For example, initial document capture will be reduced from three days to less than one day.

Reduced costs – use of scanning technology eliminates microfilming, photocopying and paper from the certification process, significantly reducing overheads. This is one area where return on investment is guaranteed.