Engineering Firm Speeds Service Requests With Automated Forms Processing
To support growth in a tight economy, Downer New Zealand, an Australian engineering infrastructure firm, merged two divisions. The organization inherited an inefficient, paper-based service-request system, spread across 120 branch offices, which resulted in lost financial and operational requests, inconsistent processes, no audit trail, extra work, and extra cost. Downer New Zealand initiated a shared-services project centered on an automated e-forms processing system using Microsoft Office SharePoint Server 2007 and Microsoft Office InfoPath 2007. The solution - created in just three months - standardized and sped up financial transactions by 300 percent, enabled the firm to grow faster, and gave visibility into services for continuous improvement. A specialized team processes all service requests now, for an annual staff savings of NZ$2.4 million (U.S.$1.7 million).