Workflow Management in Freedom Of Information

Timeline Compliance

The Acts requires that the institution make a decision regarding access within 30 calendar days unless the timeline is extended for a reason permitted under the Acts. This is a key performance indicator which is monitored by the CC Tracker through the use of management reports and visual flags.

The system can also track time-dependent tasks within a request. Key activities such as record retrieval and third party consultations have customisable standard response periods associated with each activity. When a due date is approaching or has been exceeded, reports and visual indicators alert the Co-ordinator and Analyst that action is necessary.

Consistency

In the absence of detailed FOI policies, manual procedures allow for individual flexibility in processing requests. The way in which the Analyst tracks timelines and documents actions taken on a file may vary within the office. CC Tracker applies structure and consistency to the documentation of actions taken on a file. Two of the main benefits are that request files can be seamlessly reassigned to other Analysts in the office when the need arises, and consistent procedures allow our clients to perform business process analysis and improvement.

Work Management and Reporting

CC Tracker maintains information on workflow and records management that can be analyzed to identify processing bottlenecks and to improve business processes. The reports address most aspects of access request processing and records management. For example:

• File status reports and actions-required-by-timeframes assist in establishing work priorities and work distribution among Analysts. These reports are extremely useful in an FOI office environment which receives a steady flow of incoming requests.
• Record search and retrieval time can be reviewed by program areas to determine if this activity contributes to processing bottlenecks. Since senior management may have performance targets related to record retrieval, decision review, and briefing material preparation, these reports enable managers to monitor performance.
• Records analysis reports and indices assist in managing large files, tracking severances and exemptions, and calculating fees.

The case management and workflow software maintains sufficient information to complete Year End Statistical Reports for the IPC. Electronic case management and workflow software can substantially reduce the amount of effort required in producing an annual report when compared with a manual system.

Fee Assessment

The Acts are based on a user-pay principle. The fee assessment module in the software maintains a ledger of fees assessed and paid, and posts these calculations to correspondence and report documents as required.

Correspondence

The software links to customisable e-mail and word processing templates that automatically generate the required correspondence. Detailed retrieval requests to program areas, decision letters and other correspondence to requesters and affected persons can be quickly generated. Request-specific information (e.g., addressee, dates, fees, etc.) automatically populates the letter. These features save time and increase accuracy.