Filer empowers UK Council to maintain compliance across millions of physical and digital records 

Council Overview 

• Population: ~421,000 residents 

• Area: ~1,166 km² (one of the largest unitary authorities in England) 

• Population Density: ~361 people per km² 

• Service Reach: Covers adult social care, education, housing, and business support for over 400,000 residents and ~19,500 businesses 

The Challenge

Over time, the Council accumulated millions of records, from critical social care files that inform ongoing support plans to planning documents and architectural drawings still referenced in current developments. 

With information stored in both physical and digital formats across various departments, the Council needed a unified solution to streamline access and retrieval of essential records that were previously fragmented and difficult to locate. 

Project Objectives 

• Consolidate digital repositories to eliminate siloes and improve access 

• Integrate physical record management into digital workflows 

• Enable scan-on-demand and bulk digitisation through efficient processes 

• Reduce application switching by embedding functionality into core systems 

• Automate retention and disposal policies to ensure compliance 

• Maintain detailed audit trails to verify record authenticity 

• Optimise storage and reduce environmental impact 

Filer Implementation 

Unified Access Across Services 

Filer was deployed across five key services: Adult Social Care, Children’s Social Care, Highways, Planning, and Legal. Each service received a tailored configuration aligned with its terminology and primary business system. For example, social care staff could search for a citizen and instantly access all related records in one view, saving hundreds of hours previously spent locating documents. 

Smart Routing via API 

Filer centralises incoming records, whether scanned, emailed, or generated via third-party systems, using its API and routing engine. By identifying the document type and context (e.g., citizen name and care record), Filer automatically files the document, enriches it with metadata, applies permissions, and enforces retention policies, ensuring seamless workflows and full compliance. 

AI-Powered Classification 

With built-in OCR and integration with Microsoft AI and LLM technologies, Filer automatically extracts document context and type. This was vital for digitising millions of physical records, especially when box labels lacked detail. The Council could digitise high-value records in bulk while offering scan-on-demand for others. 

Human-in-the-Loop Triage 

For documents requiring manual review or approval, Filer’s triage interface provides an intuitive space for staff to receive notifications, view documents, and perform necessary actions. This ensured all records, regardless of workflow, arrived at the correct destination. 

Scalable Architecture 

Filer eliminated IT overhead by delivering a scalable architecture that automatically provisions SharePoint resources. This allowed the Council to store millions of records without performance or permission issues. 

In-Context Integration 

Filer’s flexibility to integrate with third-party systems reduced clicks and application switching. For example, social care staff could access citizen records directly from their primary system with a single click, improving efficiency and user experience. 

Retention & Disposition Management 

Filer’s built-in retention features helped the Council avoid costly upgrades to E5 licensing while ensuring records remained immutable and compliant with GDPR. 

Document Editing & Redaction 

Filer’s document editor supports all common formats and includes annotation, commenting, and redaction tools. This enabled workflows like Subject Access Requests to be completed efficiently without opening files individually. 

Key Benefits 

• Reclaimed on-site space and reduced off-site storage costs 

• Improved ESG performance by reducing transport and paper usage 

• Enhanced access to information, especially during remote working periods 

• Streamlined user experience with fewer clicks and faster access 

• Full compliance with legislation and retention policies 

• Lower digital storage costs through automated archiving 

“Filer atop Microsoft 365 has enabled the Council to accelerate the delivery of our digital transformation programme.” 

— IADM Programme Manager