Case Study

The Ontario Ministry of the Environment

The Ontario Ministry of the Environment (MoE) receives more FOI requests than any public organization in the province: 5,200 alone in 2008. A few years ago, the Ministry realized its rudimentary case management system designed to handle a few hundred requests a year was no match for the thousands of requests pouring in.

The Challenge

Ontario’s Ministry of the Environment receives more Freedom of Information (FOI) requests than any other public body in the province. The traditional paper-based methods of working were becoming unsustainable.

The Solution

Implementing the AccessPro Case Management solution in 2005 and AccessPro Workgroup in 2009, The Ontario Ministry of the Environment can now log, route, manage and report on all FOI requests within the legislated 30-day time frame. The Ministry’s compliance rate went from 13% to 87% and their printing was reduced by 90%.


FOIA Compliance


Paper Use

Before TUBA Solution


FOIA Compliance


Paper Use

After TUBA Solution

The Details

The Ministry of the Environment is a 2,000-employee organization dedicated to protecting the environment. For every FOI request received, the Ministry must consult with the relevant regional and district offices. In its traditional paper-based system, this consultation demanded huge amounts of photocopy­ing and communication by mail. This, coupled with a labour-intensive process of manually redacting sensitive content from documents, made it difficult for the Ministry to meet its 30-day turnaround target. In 2001, the MoE received 3,800 FOI requests and had a compliance rate of only 13 percent.

The Information Access and Management Branch within the Ministry has about 10 staff dedicated to processing FOI requests. Clients (typically lawyers and environmental consultants) request information from the MoE as part of property-related transactions. Given that these FOI requests feed into a business process, they carry a sense of urgency.

CSII helped Ontario’s Ministry of the Environment develop a complete FOI request processing system, implementing case management in 2005 and online redaction a year later.

Full automation was achieved in 2009 with the addition of AccessPro Workgroup.

Today the Ministry can log, route, manage, and report on all FOI requests. Original record holders scan documents at the source. Case workers only interact with one interface, generating all responses securely and within the legislated 30-day time frame.

The collaborative, streamlined approach to document and request handling enabled by AccessPro allows the Ministry to pursue and fulfill its commitment to continuous improvement by creating ongoing opportunities to introduce efficiencies, reduce resource consumption, and optimize performance. The Ministry has been able to reduce the number of pages it prints or photocopies by 90 percent from nearly one million pages to less than 100,000 pages annually.

Process automation has drastically reduced the amount of time required for the Ministry of the Environment to respond to information requests. Its compliance rate skyrocketed from 13 percent in 2001 to 87 percent in 2008. Today, the Information Access and Management Branch also enjoys a more effective allocation of resources. By adopting the CSII solution, administration can document reviews, further boosting productivity between the central office and record holders. This reduces the potential for error. As a result the MoE receives fewer appeals, allowing the allocation of more resources to manage request processing.

AccessPro Case Management: This automated case management solution provides a flexible and easy to use system for managing information requests while demonstrating accountability and maintaining employee productivity.

AccessPro Redaction: Designed specifically for information disclosure, CSII’s document imaging software provides content-severing tools and the regulatory context to build consistency and confidence in the electronic redaction process.

AccessPro Workgroup: A complete collaboration environment that improves communication increases process efficiency and streamlines case resolution.

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