The Challenge
The Ministry of Citizens’ Services faced challenges managing Freedom of Information (FOI) requests. The FOI Act allows the public to access BC Government records, which might contain information about government activities, programs, or personal details. The staff collect and compile records for applicants.
The previous process relied on a patchwork of tools, which made it hard for various departments and ministries to collaborate. This led to difficulties in meeting deadlines. To address this issue, the FOI Modernization project started in April 2021 intending to develop a unified application to improve the processes. This project necessitated the creation of a platform for collaboration, coordination, and communication among all parties involved while using automation to reduce manual processes and ensure timely responses to requests.
The Solution
The AOT team tackled the challenge by employing a comprehensive strategy. They prioritized a user-centric design approach, conducting over 130 research sessions with ministry clients and IAO staff to thoroughly grasp user needs. This process included validating prototypes and wireframes before each development phase to ensure alignment with user requirements. Embracing an agile delivery model, they utilized SCRUM processes, including sprint planning, backlog prioritization, and daily stand-ups. Key team members included Abin Antony as Solution Architect and Lead Developer, Amber Waters, and Jacklyn Harrietha as UX Designers/Researchers, and a team of Full Stack Developers. With some major milestones hit, the team’s vision for a streamlined freedom-of-information system was well on its way to reality.
In video: Loren Mullane talking about how the team achieved the product vision during a discussion at the LowCodeCon 2022
The team utilized a comprehensive technology stack including:
- Python
- .NET Core
- React
- Postgres
- Docker
- Openshift
The FOI Modernization project followed a Cloud-Native, Microservices architecture pattern, ensuring scalability and adaptability. Integration of formsflow.ai played a pivotal role in modernizing FOI processes, offering:
- Integrated forms
- Decision-making workflows
- Analytics
formsflow.ai aligned with the project’s goals and demonstrated compatibility with various IDMS. Its support for Docker and Openshift installation further validated its suitability for the project’s requirements. formsflow.ai proved flexible, seamlessly integrating with the existing tech stack and line of business, enhancing its overall compatibility and adaptability.
This modernization project reflects AOT’s public sector consulting practice: using our SLED360 framework to blend open source, low code, and citizen-centred design to enhance service delivery for government agencies.
The Impact
After implementing the solution, the client, Loren Mullane, Director, FOI Modernization, Information Access Operations expressed their satisfaction, saying:
“My team members from AOT have been key to the project’s success. As a client, we benefit from AOT’s penchant for only hiring technically strong full-stack developers and solution architects. While they have the technical chops, I’ve been even more impressed by their focus on delivering business value under tight deadlines. As an Agile project, so much of what we do is focused on user research and iterative delivery. It requires a certain problem-solving, collaborative mindset, and ability to adapt to change – to think big picture, not just focus on discrete technical tasks. The AOT resources have been great in this environment. They are also really collaborative and evidence-based. Our solutions architect conducts proof-of-concepts so we can make an informed decision when choosing a technical solution. Our AOT UI/UX designer conducted over 250 user sessions to capture business requirements and guide the system’s design. She made an impression on our staff who felt that they were listened to.”
This highlighted the benefits such as improved FOI business processes, better collaboration, and quicker response times to FOI requests.
In video: Loren Mullane talking about the impact of the solution during a discussion at the LowCodeCon 2022
The AOT team provided extra tools like a File Watcher-Conversion Utility, Functional Test Automation Suite, and storage improvements, alongside historical data migration, exceeding the original scope. The impact was clear: the average processing time for FOI requests in pilot ministries decreased by 2 hours, and there was a 16% increase in the on-time percentage. The average processing duration for FOI requests in pilot ministries decreased by almost 7 days, highlighting the solution’s effectiveness in enhancing timeliness and service delivery.
Follow this link to view the entire conversation about FOI with Abin Anthony & Loren Mullane at LowCodeCon 2022.
What’s New?
Update – August 2025
The FOI Modernization program has taken another major step forward with the launch of AI-driven Personally Identifiable Information (PII) detection for document redaction. Designed to support analysts handling over 2.5 million pages each year, this new capability uses custom AI models, advanced OCR, and automated workflows to identify and remove sensitive information faster and more accurately than ever before. Fully integrated into the existing FOI platform, it’s helping reduce processing times by up to 6–7 days while improving compliance and easing the workload for ministry staff. [Read the follow-up case study here.]