Correspondence Management

Public Sector Correspondence, Handled Start To Finish

Case management built for FOIs, SARs, ministerial cases, PQs and complaints. Log it, route it, speed up approvals and respond, with every statutory deadline tracked and every action recorded.

A dashboard showing Case history and files

The Problem

Messages Going Missing, Teams Buried In Admin, No Process Behind It?

A complaint arrives in a generic inbox, gets logged on a spreadsheet, printed, walked round the building and lost. Approved model answers sit in individual mailboxes and chat histories, so the same lines get rewritten from scratch every time. There is no process holding any of it together, so responses slip past regulatory deadlines and the same issue can come up repeatedly without anyone noticing.

What It Handles

Every Type Of Correspondence, Handled In One Place

Freedom Of Information

FOI requests routed to the right owner, tracked against the regulatory response window and closed with the trail intact.
Subject Access Requests

SARs handled through the same controlled process, so information governance obligations are met without a separate system.
Ministerial Cases

Proven in central government on ministerial correspondence, where turnaround times are short and approval routes are formal.
Parliamentary Questions

PQs logged, assigned, drafted and cleared as a case, with the deadline visible to everyone working on it.
Complaints And Concerns

Complaints from patients, families and residents held in one place instead of a folder on a desk, so recurring themes surface early.
General Enquiries

Any incoming or outgoing query that needs an owner, a deadline and a record of what was sent and when.

Why It's Different

Built For Public Sector, Not Adapted For It

Structured Workflows For Every Case

Every case follows a defined process from arrival to response, with the right owner, the right approval route and a status everyone can see.
SLA And Statutory Deadline Tracking

Regulatory response windows are tracked automatically, and the system chases the people who owe you an answer.
Auditable, And Reportable On Demand

Every action against every case is recorded, so a review or an inspection becomes a report you run.
Automation That Handles The Admin

Automation and AI handle the routing, the follow-ups and the status updates. Your team writes the response and presses send.
Stronger With Stakeholder Management

Works on its own, or layer on stakeholder management and every case sits against the person or organisation it came from, with the full history of what you have sent them.

Who It's Built For

Built For The People Who Own The Deadline

Information Governance

Meet FOI and SAR obligations with the audit trail already in place.
Complaints And Patient Experience

See every concern together, in one place.
Ministerial And Parliamentary Teams

Clear cases through formal approval routes inside short turnarounds.
IT And Digital

Retire the mailbox and spreadsheet without another system to integrate.

Salesforce expertise

Salesforce Certifications & Expertise

In 2025, Digital Modus became the most certified public sector Salesforce partner in Western Europe. Our 46 experts hold 249 certifications between them, backed by Summit Partner status and UK based, security cleared professionals (SC, DV and NPPV3).