All Case Studies, Government
September 4, 2026

How this government agency ensured continuity through a secure Digital Mailroom

The background

This government agency administers critical public services and manages large volumes of sensitive personal information. The organisation relies on secure, compliant information handling processes to support service delivery, regulatory obligations and community outcomes.

When major regulatory changes coincided with the loss of its existing mailroom provider, the agency needed a trusted partner capable of delivering a secure, compliant and highly efficient Digital Mailroom solution without disrupting operations.

The challenge

The agency’s existing digital mailroom provider ceased operations, creating immediate risk to a critical business function.

Each year, the organisation receives tens of thousands of documents containing sensitive information, including application forms, supporting documentation, payment details and official correspondence.

At the same time, significant regulatory changes required the redevelopment of numerous forms and associated business processes.

The agency needed a provider able to:

Maintain uninterrupted mail processing services
Meet strict daily service level agreements
Process sensitive personal information securely
Handle payment information in line with industry requirements
Support compliance obligations through new scanning templates and workflows

The solution

Following a competitive procurement process, Grace Information Management was selected to deliver a fully managed Digital Mailroom solution.

Working closely with the agency, Grace designed and implemented an end-to-end service, including:

Daily collection and secure transport of incoming correspondence
Processing within Grace’s secure digitisation facility
Opening, sorting, classification, scanning, quality assurance and metadata capture
Secure upload of digitised records into the agency’s information repository
Compliant redaction of payment information
Secure destruction of physical and digital records in accordance with retention requirements

Grace also developed, tested and deployed all document templates required to support the regulatory changes, enabling a smooth transition with no interruption to business operations.

The solution was successfully implemented and continues to support the agency’s information management requirements.

The results

The Digital Mailroom transformed how incoming correspondence is managed, improving efficiency, compliance and service delivery across the organisation.

Key outcomes included:

Approximately 39,000 mail items processed within the first six months
More than 100,000 pages securely digitised
100% daily mail collection maintained
Greater than 98% compliance with daily upload service level agreements
Successful implementation of new and updated document templates to support regulatory change
Secure destruction of physical and electronic copies within required retention periods
Faster access to digitised information, improving processing times and responsiveness
Ongoing compliance with information security and governance requirements.

Throughout implementation, Grace worked closely with stakeholders to understand business requirements, develop and refine scanning templates, conduct user acceptance testing and support the transition to the new service.

A consistent project team, proactive communication and collaborative problem-solving approach helped establish a strong working partnership that continues today.

By partnering with Grace, the agency moved from a legacy mail processing model to a secure, fully managed Digital Mailroom solution.

The result is stronger governance, improved operational efficiency, greater compliance confidence and uninterrupted service delivery. The organisation continues to benefit from faster access to information, enhanced control of sensitive records and an ongoing partnership that supports the secure management of information across its lifecycle.

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