Council Email Triage is a manual and time intensive task. The catch-all inbox that receives inbound communication is there to handle Development Applications, Pet Registrations, General Enquiries and of course, it also has to handle a fair amount of spam. This has to be manually sorted through, so that it can be allocated to the right department or person for proper processing.
This of course introduces delays in responding to queries from the public, and occasional manual errors where mail gets misdirected, slowing the process further. It’s also not a task to relish – sorting through hundreds of emails is a time consuming activity that isn’t particularly interesting. We were tasked with demonstrating that this process could be streamlined using automation and analytics capabilities.