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EMAIL MANAGER

EMAIL MANAGER. INDIANA SECRETARY OF STATE Business Services Division. Background and Problem. INSOS in process of replacing legacy apps Timeframe for replacement over two years, so INSOS looked for something we could do to provide immediate impact on our operations and customers

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EMAIL MANAGER

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  1. EMAIL MANAGER INDIANA SECRETARY OF STATE Business Services Division

  2. Background and Problem • INSOS in process of replacing legacy apps • Timeframe for replacement over two years, so INSOS looked for something we could do to provide immediate impact on our operations and customers • INSOS struggled for many years with the cost associated with sending paper BER reminders

  3. Background and Problem • INSOS tried multiple versions hoping for some cost savings with each version • INSOS discovered that no matter the type of reminder sent, the number of administrative dissolutions due to failure to file remained unchanged • Which indicated that entities who pay do so regardless of the reminder format and those who don’t will likely not change due to reminder format

  4. Idea • Why not send electronic notices resulting in a cost savings greater than $100,000 annually??? • To do so required email addresses, something which we historically had not collected until online filings began • We needed a way to collect email addresses and send electronic notices to those email addresses – something our systems were not designed to do

  5. Solution • January 2013 brought the first Email Manager app into production which allowed internal staff to enter BE email addresses into a database • Approximately four months later, the online Email Manager app went into production allowing customers to enter and update email addresses as well as phone numbers • Next step was to clean-up existing addresses while integrating those collected through the Email Manager with the online filing app

  6. Solution • Used an email service to notify every email address in our records of the initiative we were undertaking • Developed an app to capture all email addresses used for online filings and added those to our email database • Developed process to automate the monthly generation of BER notices to be sent via email

  7. Results • From the first Email Manager desktop app, 7,000 email addresses were collected by staff • The first mass email generated the collection of another 70,000 email addresses • Of the 800,000 email addresses retrieved from online filings, over 500,000 of them were not already captured in our email database • The first BER email notification went out in January and resulted in almost 3,000 online BERs in two business days

  8. Lessons Learned • Careful planning for educating the public – INSOS notified the Indiana Bar Association and Indiana CPA Society who agreed to include updates in their newsletters and communications, updated documentation and issued press releases • Understand the statutory requirements and exceptions for public records requests • Investigate mass email notification processes early on in the initiative • Ensure IT infrastructures and environments are compatible with whatever apps need developed

  9. QUESTIONS

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