Content Management + Digital Marketing
Automating Communications and Document Generation at Scale
A public institution modernized its digital communications and internal processes using Adobe Experience Cloud. By automating document generation and multichannel engagement, it achieved unprecedented scale, accessibility compliance, and operational efficiency—setting a new benchmark in digital public services.
The Challenge
The institution faced outdated, fragmented systems for document creation and communications. Multiple custom libraries and manual workflows slowed down operations and created compliance risks. Its multichannel strategy was limited, lacking personalization, automation, and cross-channel consistency. The organization needed a scalable, secure, and accessible solution that could meet internal requirements while enhancing citizen-facing communication.
The Scenario
The Solution
A Cloud-Native, Accessible Platform for Seamless Document Automation and Multichannel Engagement
We designed and delivered a comprehensive Adobe Experience Cloud platform tailored to the institution’s public service context. The foundation included Adobe AEM Edge Delivery Services for institutional web content, Adobe AEM Forms for secure and accessible document generation, and Adobe Journey Optimizer for data-driven, multichannel communication.
A custom implementation of Adobe Cloud Adapter enabled REST API access to form generation and PDF transformation capabilities. Using Reply’s Inclusiv-A4 rapid deployment package, inaccessible PDFs were converted into WCAG- and PDF/UA-compliant web and fillable documents via AI-powered automation.
For multichannel communication, we leveraged Adobe Journey Optimizer to deliver orchestrated journeys across SMS, email, PEC, and other public-facing channels. Adobe App Builder was used to create role-specific dashboards, while Adobe Target enabled dynamic content testing and optimization. A centralized, standards-based architecture enabled the institution to operate at scale while maintaining full control over governance and compliance.
How we did it
We began by implementing Adobe AEM Forms and Adobe Cloud Adapter within the client’s existing infrastructure, enabling seamless PDF/A generation and form processing. The integration exposed secure APIs to internal systems, allowing applications across departments to generate compliant documents automatically.
For citizen and employee communications, we configured Adobe Journey Optimizer to ingest institutional data and segment audiences in real-time. Campaigns were orchestrated across multiple channels, including email, PEC, and SMS, ensuring high delivery rates and relevant messaging.
To streamline workflows and improve oversight, we used Adobe App Builder to develop role-based dashboards and Adobe Data Collection for performance insights. Adobe Target was configured to run content tests and optimize delivery based on response metrics. Finally, we used Adobe AEM Edge Delivery Services to migrate the client’s institutional marketing site to a high-performance, composable infrastructure.
The Results
The client now benefits from a scalable, cloud-native infrastructure that enables hyper-personalized communication and automated document handling. Over 20 million documents have been generated using the new forms infrastructure, all compliant with accessibility and brand standards. More than 100 standardized templates now power internal and external document workflows, reducing manual effort and increasing accuracy.
Operational processes that once depended on manual intervention have been fully automated—resulting in faster turnaround, lower risk, and improved satisfaction for both citizens and internal users. The new multichannel orchestration capabilities allow targeted communication at scale, while the integration with internal DWH systems supports actionable reporting and strategic oversight.
About the Client
This client is a public institution operating in the labor and insurance sector. As one of the country’s most prominent public service organizations, it manages large volumes of citizen-facing communication and document processes, requiring full compliance with accessibility, data protection, and administrative regulations. The client is recognized for its commitment to digital transformation and innovation in public service delivery.
Let’s unlock smarter government services together
Talk to our public sector experts about scalable automation, accessibility, and multichannel digital engagement.