Case Study
The Freedom of Information Office experienced a large increase in FOIA requests during 1999, and expects a dramatic increase in the future. The computer system currently in use to support FOIA is owned and operated by another organization, and is primarily used to process non-FOIA correspondence. Our client experienced difficulties meeting the response requirements of the law, populating the electronic reading room, and preparing an accurate and timely annual report.

The FOIA requests received, and the responses to them, vary in complexity. Replies range from a simple denial letter to an approval letter with hundreds of pages of documents attached. Requests are processed at several locations by a staff with diverse education and experience. The volumes at these locations vary appreciably.

Our client wanted to take full advantage of available technology to improve the timeliness of the work processes and to facilitate production of meaningful and timely management information and annual reports. To support this effort, HW&W provided a multi-disciplinary team of experts. The team provided technical expertise in the area of document imaging, FOIA law, business process reengineering, requirements analysis, transition planning, and cost-benefit analysis.

The team developed a project plan to meet the four-month turnaround time required. Utilizing a best practices approach, the team contacted and visited other government agencies to discuss their successes and failures in processing FOIA. Market research was conducted and vendors with relevant system experience were contacted. Their products were reviewed and evaluated. HW&W and its client became a single team. We met weekly to discuss findings and resolve any issues that could prevent meeting the objectives of the project.

To satisfy the requirement the following steps were completed:

The laws and regulations that govern FOIA were examined and system requirements were defined to address each mandatory condition.
Existing agency FOIA processes and workflow were documented.
Best Practices research was conducted, including visits to other government agencies.
Enhancements to current FOIA processes and workflow were recommended.
Automated systems being used to process FOIA workloads were identified and reviewed.
A "best solution" to improve effectiveness was determined.
A requirements document for a new support system was developed.
A cost-benefit analysis supporting the recommended "best solution" was prepared.
A transition plan was developed for the recommended solution.

The information prepared by HW&W was used as the basis for formulating a funding request for the Capital Investment Board.