Challenge
During Covid-19, the Social Security Administration’s (SSA) teleworking employees lost access to office fax machines, leaving employees without a way of sending or receiving fax traffic from customers.
Approach
Desktop Faxing uses Fax over IP (FoIP) and fax server software to route inbound and outbound faxes to and from the appropriate destinations using Microsoft Outlook. ITC used existing digital infrastructure to roll out the Desktop Faxing solution to over 1,200 Field Offices and Operations six months ahead of schedule while simultaneously training nearly 40,000 SSA employees and contractors.
Solution
ITC helped SSA modernize faxing and improved the efficiency of business processes, saving the agency $2.8M annually in analog fax lines. Desktop Faxing enabled customers to send a fax to SSA’s teleworking employees’ Outlook and in turn employees have the ability to fax directly into their workload processing tool.
Value-Add
  • By using existing digital infrastructure, eliminated analog fax lines in ~1,200 SSA Field Offices
  • Avoided severe COVID-19 business impacts (e.g. delayed payments) by implementing the desktop faxing solution
Phil Craig
Phil Craig
Program Manager