"Since going live on VitalDirector, our mail volume has dropped by 95%, customers can check their status online, so we get far fewer phone calls. It saves us time and improves the customer experience - we love it."
- Susie Swenson, Vital Records Clerk
The Customer
Before VitalDirector, the Hamilton County Health Department managed all birth and death certificate requests on paper. Staff handled high volumes of mail, tracked applications manually, and often had to follow up with applicants to clarify missing information. Delays were common, particularly for out-of-state requests or busy parents, and maintaining an accurate paper trail consumed significant time. Implementing VitalDirector has dramatically reduced manual workloads, improved tracking, and enhanced service for citizens.
The Challenge
The Hamilton County Health Department’s paper-based system created long wait times, high mail volumes, limited payment options, and constant follow-up calls due to lack of real-time visibility.
- All vital records processing was done on paper. Staff managed high mail volumes, manual tracking, and physically carrying files.
- Applicants often had to wait long periods, especially for out-of-state requests or if information was missing (e.g. photo ID, payment).
- There was no real-time visibility: both applicants and staff were left in the dark about status, which led to many follow-up calls.
- Payments could only be made during business hours, creating frustration for people unable to come in before the office closed.
The Solution
By implementing VitalDirector, the county digitized applications, payments, and tracking while adding real-time status updates, email communication, and express shipping.ications and appointment booking.
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Implemented VitalDirector to digitize the workflow: online applications, digital document submissions, and electronic tracking.
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Built real-time tracking & notes into the system so both staff and applicants can see status updates.
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Email communications integrated into the process (so customers receive direct messages instead of postal mail).
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Introduced online payments and express shipping options to improve convenience.
The Impact
The county cut mail volume by 95%, saved significant staff time, reduced follow-up calls, improved turnaround for critical requests, and expanded citizen access beyond office hours.
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95% mail volume reduction — nearly all orders now handled digitally or via walk-ins instead of via the mail.
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Major time savings — what used to take a full day of mail sorting and follow-ups can now be done in a morning.
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Fewer customer phone calls — applicants can check status online; less need to call about “where is my certificate?”
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Better customer satisfaction — faster turnaround for newborns, out-of-state requests, funeral homes, etc.
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Expanded accessibility — customers who can’t visit during business hours or are located far away can still complete the process.
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Streamlined payments — online payments reduce stress and eliminate missed windows.
Conclusion
Since going live with VitalDirector, Hamilton County Health Department has transformed its vital records service from a slow, paper-heavy process into an efficient, transparent, and citizen-friendly system. Express shipping now speeds up delivery, and upcoming ACH payment integration will further streamline billing. Staff are freed from tedious manual work, while citizens get what they need faster and more reliably—a true win for both the department and the community.
