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Family Service Toronto – Empowering Digital Technologies for the Greater Good
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Family Service Toronto (FST), a century-old pillar of the Toronto community, successfully navigated the challenges of a global pandemic by transforming its massive paper archives into a high-performance digital operation. Through a strategic partnership with Process Fusion, FST moved beyond manual bottlenecks to ensure that critical social services remained uninterrupted for those who need them most.
The Challenge: Modernizing a Century of Service
As one of Canada’s largest social service agencies, FST assists more than 80,000 citizens annually. However, their long-standing reliance on manual processes created significant hurdles:
Paper-Heavy Operations: FST manually processed thousands of documents and invoices every month, leading to lost productivity.
Resource Strain: Managing mounds of paperwork resulted in the improper utilization of staff resources.
Digital Barriers: Transitioning to the cloud presented concerns regarding data security, technical infrastructure, and the learning curve for staff.
Urgency for Change: The agency required a "digital uplift" to maintain its commitment to three core service areas: mental health, gender-based violence, and developmental disabilities.
The Solution: A Robust Digital Partnership
Since 2013, Process Fusion has served as FST’s digital transformation partner, providing the technology and expertise needed to automate complex workflows.
Intelligent Data Capture: Implemented solutions specifically designed for high-volume programs, such as the Passport program, to manage invoice processing and reimbursements.
Secure Cloud Hosting: Transitioned paper archives to a managed Xerox DocuShare environment, ensuring sensitive client data is safeguarded and easily accessible.
Managed Services Suite: PFI provides ongoing support, including maintenance of critical business applications and custom digital workflows.
Pandemic Agility: The digital foundation allowed FST to rapidly adopt remote work and virtual outreach when office lockdowns occurred.
The Impact: Delivering the Greater Good
The transition to digital technologies has empowered FST to maximize the benefits for both staff and the community.
Key Metric | Resulting Impact |
Service Continuity | Delivered uninterrupted services to ~82,000 clients per year during the pandemic. |
Data Integrity | Reduced manual verification mistakes and typing mismatches. |
Operational Savings | Lowered the costs associated with physically storing paperwork. |
Staff Efficiency17 | Improved productivity through faster document retrieval and easy access to info. |
"Process Fusion's professional services and support team is quick to respond and solve any issues we face. They have a high respect for their customers and value building long-term partnerships together." — Brian Porter, Director of Technology, Communications and Facilities, FST
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