In times where efficiency and digital transformation are key to effective public administration, the Municipality of Schaerbeek faced the challenge of modernizing its Foreigners’ Office.

Handling hundreds of residency applications weekly, the office struggled with manual processes, slow workflows, and data management inefficiencies. By implementing an advanced automation solution with IRISNext, Schaerbeek transformed its administrative operations, reducing processing times, minimizing errors, and enhancing citizen satisfaction. This case study explores the journey of digital transformation, the challenges overcome, and the measurable impact achieved, providing valuable insights for other public sector entities looking to optimize their services.

Before implementing the solution, the Foreigners’ Office processed hundreds of files weekly, each consisting of applications, supporting documents, and email correspondence with citizens and the Belgian Office of Foreigners. The management of these files was heavily paper-based, leading to inefficiencies in handling, tracking, and retrieving critical documents.

The municipality faced numerous operational challenges. The manual handling of documents resulted in slow application processing and extended response times, making the overall workflow inefficient. Additionally, the reliance on manual data entry increased the likelihood of human errors, which led to inconsistencies and administrative bottlenecks. Staff members often struggled to locate relevant files quickly, causing further delays in decision-making. The absence of a unified digital system also made it difficult to synchronize data with national immigration services. Finally, the office regularly received documents in multiple languages, making document management and processing more complex.

From a technical point of view, The Municipality of Schaerbeek required a solution that could seamlessly integrate with Civadis’ Saphir software, which was already being used for administrative processes. It was crucial for the system to comply with strict data security and privacy regulations to protect sensitive personal information. Additionally, the solution needed to feature a user-friendly interface to facilitate adoption by administrative staff. The ability to digitize documents directly at the counter was essential for improving processing efficiency. Finally, an enhanced communication channel with national immigration services was necessary to streamline interactions and ensure effective coordination.

IRIS IMS was selected to implement an advanced content management and automation solution tailored to the Foreigners’ Office. The project began with an in-depth assessment of the existing administrative processes, identifying inefficiencies and outlining an optimized digital workflow. The implementation was carried out in a phased approach, ensuring minimal disruption to ongoing operations while enabling a smooth transition for administrative staff.

The core technology used in this transformation was IRISNext, a content services platform developed by IRIS IMS. This solution enabled centralized document management by digitizing all foreign resident files and storing them in a secure, easily accessible repository. The introduction of workflow automation significantly reduced manual intervention, accelerating the processing of cases. Advanced Optical Character Recognition (OCR) and AI-driven processing allowed automatic recognition and indexing of multilingual documents, easing the administrative workload. Secure system integration ensured a seamless connection with Civadis’ Saphir software, allowing administrative records to remain synchronized across systems. Furthermore, the platform complied with GDPR and Belgian government regulations, guaranteeing a high level of data security and privacy.

Following the implementation of IRISNext, the Municipality of Schaerbeek experienced significant operational improvements. The automation of administrative workflows led to a substantial reduction in case processing times, improving service delivery for residents. Automated data entry and validation minimized human errors, which in turn enhanced data integrity and decision-making accuracy. Residents benefitted from faster response times and a more transparent application process, leading to increased satisfaction. The transition from paper-based to digital storage optimized office space utilization and eliminated the need for extensive physical archives. Additionally, the system’s integration with national immigration authorities improved coordination and efficiency in handling residency applications.

The Municipality of Schaerbeek successfully addressed its administrative challenges through the implementation of IRISNext, an intelligent content management and automation platform. By digitizing and automating foreign resident file processing, the municipality improved operational efficiency, minimized errors, and enhanced citizen satisfaction. The seamless integration with existing government systems ensured a smooth transition and compliance with regulatory standards.

This successful project paves the way for further digital transformation initiatives within the municipality. As more public sector organizations seek to modernize administrative processes, Schaerbeek’s case serves as a benchmark for smart government automation. IRIS IMS remains committed to supporting public institutions in leveraging AI, OCR, and process automation to drive efficiency and citizen-centric services.