The Department of Agriculture Food Nutrition Service responds to thousands of official correspondence requests each year. Developing responses is a complex undertaking that involves a number of stakeholders, each responsible for particular steps within an overall business process. Further complicating matters is the fact that over periods of time, individuals become instrumental in the process due to their knowledge and experience. When those individuals leave the organization, critical knowledge is lost. This requires re-creation of work performed in the past, resulting in duplication of effort and lost opportunity to leverage prior work. Recognizing these challenges, the USDA FNS awarded a competitive contract to Procentrix to design and implement a Correspondence Management solution to help streamline business processes and establish a repository of reusable information.