The City of Albuquerque’s central mailroom operation serves approximately 5,800 employees across over 30 departments. Led by Eddie DeHerrera, the team processes hundreds of items monthly, including everything from office supplies to critical Certified Mail letters. The mail center plays an important role in supporting city operations, so efficiency and accuracy are key. The team recognized the need to modernize their completely manual tracking system that was consuming valuable staff time and creating accountability challenges.
Received Digital was the answer, transforming the mailroom’s operations with visibility, consistency, and automation. Eddie’s team members Larry English and Isaac Chavez play an integral role in working with and using the system every day, ensuring its effectiveness in supporting citywide operations. Their day-to-day involvement provides valuable insight into process improvements and keeps the mailroom functioning smoothly.
Challenge
Before implementing Received Digital, the City of Albuquerque relied on a labor-intensive manual process to log inbound mail and packages. To start, operators would scan a barcode on the item which would populate a table in an Excel spreadsheet. Staff then performed detailed manual data entry, recording things like the sender, recipient, and the date the item was received. Throughout the day, as additional packages arrived, staff had to continually revisit and update the Excel sheet, being very careful not to overwrite existing entries.
Once packages were logged, staff printed the sheets, placed physical notifications in department mailboxes, and sent courtesy emails to recipients. The printed sheets were then stored in notebooks to capture signatures upon pickup. This entire process was very time-consuming for staff, especially when packages arrived later in the day, requiring additional updates to already-printed logs.
Eddie DeHerrera summarized the inefficiencies of their old system this way:
Before adopting Received Digital, our mailroom faced inefficiencies in handling inbound mail and packages. The old process was time-consuming (taking 4–5 hours daily) and lacked automation for logging, tracking, and notifying recipients.
Eddie DeHerrera
Eddie’s team also faced challenges with accountability. When recipients inquired about potentially missing packages or questioned the whereabouts of their items, staff had to manually search through the printed paper records to verify receipt and pickup status. Altogether, Eddie and his team had an urgent need for a more reliable and efficient tracking solution.
Solution
In June 2025, the City of Albuquerque implemented Received Digital to modernize their mailroom operations. The goal was to reduce the amount of time and effort spent logging items, improve accountability by recording everything digitally, and enhance communication with recipients by providing them with instantaneous, image-rich notifications. The transition proved remarkably smooth.
The implementation was straightforward and user-friendly. Training was conducted via a few calls with [Received Digital’s] support team. Larry and Isaac quickly adapted, finding the system intuitive and easy to learn. Using tools like an iPad to capture package details simplified training and minimized errors.
Eddie DeHerrera
As Eddie described, no special hardware was required to get started with Received Digital, easing the learning curve for him and his staff. Instead, they’re able to use the web-app from convenient devices like a tablet to easily capture images of inbound items. This method of logging items eliminated all of the manual data entry associated with their previous process.
Benefits
Since adopting Received Digital, the City of Albuquerque has experienced dramatic improvements in both efficiency and accuracy. The most significant benefit has been the reduction in daily processing time, which Eddie quantified:
Logging and processing time dropped from 4–5 hours daily to 1–2 hours, saving significant staff time. In under two months, 1,248 pieces of mail were processed without issues, showing both high efficiency and reliability. Accuracy also improved through automated data capture and mandatory recipient signatures.
Eddie DeHerrera
In short, all of the data that Eddie and his team were having to enter manually is now automatically recorded digitally by Received Digital’s advanced image recognition. The recipient is recognized and read, the item is automatically assigned, and recipients are notified swiftly. No more manual notification slips to write or emails to type. Eddie has taken advantage of Received Digital’s built-in notification editor to customize the email notifications that go to recipients with his own messaging and branding. All in all, recipients are now better informed and much more aware of the items they receive in the mail center.
Feedback from staff and recipients has been positive. Automated notifications improved communication, and no frustrations or major issues have been reported.
Eddie DeHerrera
On top of that, Received Digital has bolstered accountability and reporting by maintaining full chain-of-custody for every item that comes through the mail center. When items are picked up by recipients, collecting a signature from the recipient is easy for reliable proof of completion. The signature, along with every other event associated with the item, is stored securely in the web-app, accessible at any time in case of recipient inquiries. Items can be found with a simple search, eliminating the hassle and time-consuming process of digging through paper records.
Eddie summarized the impact of Received Digital’s strong set of features:
These features have streamlined our workflows, minimized errors, and strengthened accountability.
Eddie DeHerrera
Conclusion
The City of Albuquerque’s adoption of Received Digital represents a successful digital transformation of government mailroom operations. By replacing their manual Excel-based process with a modern, automated solution, the city achieved more than a 50% reduction in daily processing time while significantly improving accuracy and accountability. With enhanced tracking capabilities and automated, image-rich notifications, Eddie DeHerrera and his team have successfully modernized their operations to better serve the city’s 5,800 employees. Eddie summarized the overall experience with a telling sentiment:
Overall, our organization would strongly recommend Received Digital to other mail centers … Our only regret is that we did not adopt this sooner!
Eddie DeHerrera
As other government organizations take notice and seek similar solutions, the City of Albuquerque stands as a model for how technology can transform essential mail center operations.
About Received Digital
Received Digital has reimagined the inbound mail and package receiving process, bringing a new and modern application to mailrooms big and small. The core of Received Digital is the virtual mailbox for recipients, which creates an interactive platform between the mail center and its recipients. With image-based notifications and a proprietary machine learning algorithm to automatically assign items to recipients, the entire inbound mail and parcel management process is modernized for greater efficiency.
In an industry where innovation is not expected, Received Digital stands alone, innovating with a customer-first approach. Learn more about how it works here, or request a demo from one of our experts to see it in action!