Frankston City Council
Why
As digital transformation leaders, Frankston City Council were looking to identify potential areas for achieving efficiency gains and cost savings in its business processing. This led them to invite Exedee to prepare an “As Is – To Be” report, to evaluate their current incoming manual mail/email correspondence registration processes, and find opportunities to achieve such gains and cost savings.
What
Digitisation and automated document management system registration of incoming correspondence – including emails plus all attachments, paper and webmail.
Objectives were:
- Seek a more efficient way to manage and distribute increasing volumes of incoming emails directed to the central inbox
- Streamline the capture & registration process into the document management system
- Reduce processing times so that the incoming mail reaches the relevant individual or business team faster for actioning
- Automatically create new job tickets in the CRM system, based on the content of the email and its attachments
Exedee’s oMail solution was selected because of its intelligent, end-to-end automation, its ease of implementation; the innovative Artificial Intelligence that powers it and the extensive experience that Exedee had gained over many years in processing Council-specific documents, data and records.
No other supplier could match Exedee’s oMail eSolution – and offer technology in their services that could auto-register and easily integrate with the Council’s EDMS, Property & Rating, NAR and other critical business applications.
oMail’s cutting edge functionality lies in its unique ability to detect content, and decide/apply the relevant business rule based on the content; to then extract metadata based on the selected business rule requirement; data matching to authors, properties etc.; ability to format and validate the extracted data and matched text; and finally, the automatic registration of the email in the document management system.
It was this end-to-end solution/capability that led Frankston City Council to proceed with oMail.
How
Following the “As Is – To Be” report, Exedee worked with the Council as part of their “Future Ready” program of work. The first stage was a pilot project, using oMail to initially digitize 4 document types and completely automate their end-to-end processing from receipt to registration into Frankston City Council’s Content Manager system – without need for manual intervention.
When
Service commenced in late 2025 – service now provided 365 days/year
What Success Looks Like
The oMail pilot project using Exedee’s oMail eSolution demonstrated clearly to Frankston’s key managers how oMail could automatically process their incoming emails and scanned paper mail – so they proceeded with implementation of the live oMail service in late 2025.
Frankston City Council’s Head of Information Management championed this project as the most significant information processing quality and improvement project undertaken by their organisation. They made the decision to look to automation, to manage and control the rapid growth in incoming written communications, and reduce the added pressure this was putting on their staff to handle correspondence/communications efficiently and effectively.
Frankston City Council’s Information Management Strategy mission is to “establish technology, training and processes to empower effective and efficient information asset management.” The implementation of Exedee’s oMail eSolution supported all 3 pillars of this strategy, as well as a number of initiatives identified within Frankston City Council’s 5-year action plan.
Tangible Results to date:
- Cost savings of 2.4 FTE’s – these staff are now reassigned to more valuable, strategic work
- Positive feedback from Frankston City Council staff on ease of processing exceptions, and oMail being very ‘intuitive’
- Content Manager workflow put in place; change management communications rolled out to the various business units
The next phase of the project is being implemented, which is a Pathway Customer Service Request integration with the Council’s Pathway system. Other Frankston City Council business units will progressively come on board to further leverage use of oMail automation and its end-to-end processing capability.