Appeal Re-exam System Leverages Digital Centralization

Item #: 20260014

CONTACTS

Implementing Organization: Risk Management
Implementation Lead: Mandy Archuleta
Development Team: Mandy Archuleta, Ben Teran, and Heidi Thomas

Article Written By: Mandy Archuleta
Innovation Council Liaison: Heidi Thomas
Innovation Team Coordinator: Quinten Klingonsmith

STATUS

Implementation Date: December 30, 2025
Adoption Status: Fully Implemented
Adoptability Note: What system automation techniques could you use to enhance your processes for better customer experience and efficiency?

APPLIES TO

Topic: Paperless & Digital Workflow
Organization(s): UDOT (all), Data Technology & Analytics, Risk Management
Job Role(s): Business Analyst, Finance / Accounting, Program Director, Program Manager, Program Specialist
Tags: labor productivity, employee empowerment, job satisfaction, political factors, expenses, expenditures, , automation, ( process improvement ), ( simplification ), redesign, standardization, tracking systems, finance > appraisals, investments, asset management, cost recovery, cost sharing, fees, loans, revenues, sales, taxes, usage charges, governance > auditing, policy making, procedures, compliance, law, ( legal ), information technology >> software, networks, risk management, insurance, ( data visualization ), claims, appeal, re-examination, upload, centralization, public opinion, quality of life, user benefits

PROBLEM

UDOT’s process for reviewing contractor denied claims created hurdles for claimants, contractors, and staff. Files sent to UDOT had to be manually uploaded, organized, and then shared with the appropriate parties. This labor intensive process involved the tedious creation and sharing of Google folders with multiple parties. All notifications and correspondence had to be sent manually. Because records were not centralized, tracking the status of an appeal was time-consuming and made it hard to ensure everyone met strict deadlines.

CHANGE

To ensure a better customer experience and more consistency, UDOT moved the entire appeals workflow into a centralized virtual environment. The redesigned process leverages these key features:

Digital Evidence Management: The system facilitates the electronic submission of specific "required information," such as photos, videos, and digital copies of itemized estimates. The claimant, contractor, and UDOT staff each receive a unique link to upload documents into automatically generated folders housed in the centralized upload center.
Streamlined Electronic Communication: All status updates, scheduling notifications, and final "letters of decision" are delivered exclusively via standardized forms over email, ensuring a consistent, paperless, and traceable trail of communication.

RESULT

The transition to this centralized electronic system is like moving from a physical filing cabinet system to a high-tech digital portal. Instead of mailing papers back and forth and transferring documents between email and shared Google Drive folders, each party now logs into a single "digital courtroom" where all evidence is organized on the screen, making the final decision much faster and clearer for everyone involved.

By digitizing the workflow, UDOT can ensure a smooth customer service experience with clear scheduling requirements and faster turnaround times, ensuring decisions are delivered via email within seven business days of hearings.

The appeals process has been transformed into a modern, efficient, and user-friendly "system" that upholds the integrity of contractor-led claim handling on state-maintained roads. Public confidence is strengthened by providing a more accessible and transparent venue for claimants to seek redress.

IMPACT

BETTER MOBILITY

GOOD HEALTH

CONNECTED COMMUNITIES

Claimants, contractors, and UDOT staff are seamlessly connected so they see the same information

STRONG ECONOMY

Developing the system in-house, with technology UDOT already owns, saved money
Allowing the public to upload documents directly into the system reduces labor costs by eliminating the redundant "middleman" steps of manual file upload/download
Automated templates trigger instant updates and standardized responses, ensuring consistency without manual effort
The system reduces errors

EFFICIENCIES*

Cost Avoidance: $26,506 over 20 years (Dec 30, 2025 - Dec 30, 2045)
Labor Avoidance: 21 hours annually
Benefit/Cost Ratio: 3:1

*Benefits are estimated net of initial and ongoing expenses. Savings are averaged over the expected benefit life of the innovation. See details.

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