Case Study - City of Ottawa Rendering Enterprise Content Management Strategies Operational Stephen Murray: Manager, Information Management Brenda Kallio: Program Manager, IM Program Development

Outline of Case Study Purpose: To provide an overview of the concepts that the City has used to implement its ECM strategy ECM Landscape The Shift - The City’s Change in ECM The Driver - Service Delivery Transformation The Goal - ECM Target Service Architecture Strategic Message Achieving the Goal - Eight Simplifying Concepts An Integrate Body of Knowledge - ECM Service Support Conclusion From a Records Management Perspective

Purpose: To provide an overview of the concepts that the City has used to implement its ECM strategy

ECM Landscape

The Shift - The City’s Change in ECM

The Driver - Service Delivery Transformation

The Goal - ECM Target Service Architecture

Strategic Message

Achieving the Goal - Eight Simplifying Concepts

An Integrate Body of Knowledge - ECM Service Support

Conclusion

From a Records Management Perspective

ECM LANDSCAPE The Shift The Driver And The Goal

The Shift 2001 Amalgamation – 12 Former Cities to One 9000 Computer Clients 2002-2004 – Records Foundation Classification System and Retention Policy One Physical Records Tracking System 60 Day Email Auto Delete 2005-2008 – ECM WCM, eDRMs, Collaboration Beyond 2008 – A Multi-Year Shift Support Client’s use of e-Content For Service Delivery Transformation

2001

Amalgamation – 12 Former Cities to One

9000 Computer Clients

2002-2004 – Records Foundation

Classification System and Retention Policy

One Physical Records Tracking System

60 Day Email Auto Delete

2005-2008 – ECM

WCM, eDRMs, Collaboration

Beyond 2008 – A Multi-Year Shift

Support Client’s use of e-Content

For Service Delivery Transformation

Driver: Service Delivery Transformation New & Ongoing Activities Align Processes and Technology to Vision Engaged and Creative Problem Solving Service Delivery Options Support Transparency Innovate New Business Strategies New Tools & Strategies for Potential Savings Increase Employee Engagement Report Progress

New & Ongoing Activities

Align Processes and Technology to Vision

Engaged and Creative Problem Solving

Service Delivery Options

Support Transparency

Innovate New Business Strategies

New Tools & Strategies for Potential Savings

Increase Employee Engagement

Report Progress

Goal: ECM Target Service Architecture Objective: Fully Supported Horizontal and Distributed Information Processing Infrastructure Five Components Information Sharing Services Information Technology Services Information Lifecycle Services Find and Retrieve Services Review Services

Objective: Fully Supported Horizontal and Distributed Information Processing Infrastructure

Five Components

Information Sharing Services

Information Technology Services

Information Lifecycle Services

Find and Retrieve Services

Review Services

ECM Target Service Architecture Consumer Contributor No Review Services Participation, Wikis, Blogs Retention Mgt Records Mgt WCM Microsoft Office Personal Drives Repository Document Mgt Search Engine Processes BI Tools Email Information Sharing Services Disposition Services Authoring Services Declaration Services Publish Services Version & Approval Services Yes Find & Retrieval Services

A Question Can clients use Target Service Architecture to transform their businesses - or is it all too much? Who thinks that Government Workers Understand the scope of ECM? 75% do not understand ECM in terms of IM Have time to formulate necessary business processes? 75% Enterprise Business Process projects unsuccessful Are ready to transform their services using ECM tools? 75% of ECM projects not driven by Business Service Managers

Can clients use Target Service Architecture to transform their businesses - or is it all too much?

Who thinks that Government Workers

Understand the scope of ECM?

75% do not understand ECM in terms of IM

Have time to formulate necessary business processes?

75% Enterprise Business Process projects unsuccessful

Are ready to transform their services using ECM tools?

75% of ECM projects not driven by Business Service Managers

Eight Support Concepts Achieving the Goal

1. Start – Process and Technology Analysis Analysis Assure trustworthy, reliable & accurate e-content Checklist Factors Process to Create User Accounts Meta Data and Legislation System Specific Training Software Reliability & Alterations System Backup & Disaster Recovery Follow-on Action Stating Retention Requirements Integrated Technology Changes in Business Processes

Analysis

Assure trustworthy, reliable & accurate e-content

Checklist Factors

Process to Create User Accounts

Meta Data and Legislation

System Specific Training

Software Reliability & Alterations

System Backup & Disaster Recovery

Follow-on Action

Stating Retention Requirements

Integrated Technology

Changes in Business Processes

2. Explore – Enterprise Problem Definition Business Steering Committee Mandate Statement Two Stages Start Up - Problem Defined at Business Level Initiation – Problem Defined at Enterprise Level Coordinate Work of Several Projects Reuse existing Tools New Enterprise Technology

Business Steering Committee

Mandate Statement

Two Stages

Start Up - Problem Defined at Business Level

Initiation – Problem Defined at Enterprise Level

Coordinate Work of Several Projects

Reuse existing Tools

New Enterprise Technology

Example: Reduce Reliance on Shared Network Folders Process and Technology Analysis Shared Network Folders not managing content as records Start-Up Stage No lifecycle management of data Back ups – very lengthy No reporting on growth of data Initiation Stage Pilot with Employee Services From 10 to 3 Shared Network Folders Enterprise Problem – Shared Network Folders support undesirable client behaviour Solution Convert clients off shared network folders to existing ECM tools Reduce use of shared network folders where cost effective Start Date: Jan 09

Process and Technology Analysis

Shared Network Folders not managing content as records

Start-Up Stage

No lifecycle management of data

Back ups – very lengthy

No reporting on growth of data

Initiation Stage

Pilot with Employee Services

From 10 to 3 Shared Network Folders

Enterprise Problem – Shared Network Folders support undesirable client behaviour

Solution

Convert clients off shared network folders to existing ECM tools

Reduce use of shared network folders where cost effective

Start Date: Jan 09

3. Develop Alternatives - Annual Program Lifecycle Spring Late Summer Fall Winter 2. Program Assessment 3. Resource Assessment 4. Planning 5. In Year Assessment 6. Performance Assessment 1. Strategic Assessment

4. Prioritize: ECM Investment Management Investment Priorities Spring Late Summer Fall Winter 2. Program Assessment 3. Resource Assessment 4. Planning 5. In Year Assessment 6. Performance Assessment 1. Strategic Assessment Enterprise Architecture Corporate Strategy ECM Investment Management

Example: 2009 IM Investment Plan 2009 Corporate Portfolio Priorities Improved Search Engines eDM Operations Reliance on Shared Drives Collaboration Services Email Archiving Scanning Services 2009 Client Portfolio Priorities Directors & Managers Building Code Services Drinking Water Services Public Health Services Public Works Services

2009 Corporate Portfolio Priorities

Improved Search Engines

eDM Operations

Reliance on Shared Drives

Collaboration Services

Email Archiving

Scanning Services

2009 Client Portfolio Priorities

Directors & Managers

Building Code Services

Drinking Water Services

Public Health Services

Public Works Services

5. Iterate: Client-Centric Planning CHANGE MANAGEMENT Service Requests (ITSM Incident Management) IM Operations Staff IM Change Board (ITSM Change Management) Client Intake Process IM Practise WG IM Archives WG Content Integration WG Meta-data Committee

CHANGE MANAGEMENT

Service Requests (ITSM Incident Management)

IM Operations Staff

IM Change Board (ITSM Change Management)

Client Intake Process

IM Practise WG

IM Archives WG

Content Integration WG

Meta-data Committee

6. Implement: Client Support Teams Representation IM Network Infrastructure Legal Archives Access to Information (MFIPPA) Enterprise Applications Corporate Communications Corporate Transformation Change Client Behaviour not Technology Configuration Many Client ‘Touch’ Points Enforce Standardized HW & SW Configurations Horizontal Communications Integrated Tool Design

Representation

IM

Network Infrastructure

Legal

Archives

Access to Information (MFIPPA)

Enterprise Applications

Corporate Communications

Corporate Transformation

Change Client Behaviour not Technology Configuration

Many Client ‘Touch’ Points

Enforce Standardized HW & SW Configurations

Horizontal Communications

Integrated Tool Design

Example: Iterate and Implement Service Request Operations Staff IM Change Board IM Service Development Enterprise Application City Planners receive AutoCAD drawings. City standard is Microstation. Decision :Contact ITS Service Desk Operational staff could not solve Decision : Submit Change Request Consider Change Request Decision : Yes – support non standard and Automatic Conversion to .PDF? Detailed Planning Decision: Procurement of conversion software

Service Request

Operations Staff

IM Change Board

IM Service Development

Enterprise Application

City Planners receive AutoCAD drawings. City standard is Microstation.

Decision :Contact ITS Service Desk

Operational staff could not solve

Decision : Submit Change Request

Consider Change Request

Decision : Yes – support non standard and Automatic Conversion to .PDF?

Detailed Planning

Decision: Procurement of conversion software

7. Review City Business Units Classification Primaries

8. Start Again: Reducing Gaps in Service Quality Delivery Gaps Teamwork Employee-Job Fit Technology-Job Fit Supervisory Control Systems Role Ambiguity Communications Gaps Horizontal Communications Propensity to Over Promise Management Gaps Research Upward Communications Planning Gaps Commitment to Quality Goal Setting Task Standardization Perception of Feasibility

Delivery Gaps

Teamwork

Employee-Job Fit

Technology-Job Fit

Supervisory Control Systems

Role Ambiguity

Communications Gaps

Horizontal Communications

Propensity to Over Promise

Management Gaps

Research

Upward Communications

Planning Gaps

Commitment to Quality

Goal Setting

Task Standardization

Perception of Feasibility

Example: Service Delivery Quality Assessment 2009 Service Delivery Strengths Upward Communications Task Standardization Technology Job Fit Service Delivery Concerns Role Ambiguity

2009

Service Delivery Strengths

Upward Communications

Task Standardization

Technology Job Fit

Service Delivery Concerns

Role Ambiguity

ECM Service Support An Integrated Body of Knowledge

The ECM Shift From: Fielding ECM technology types….. To: Delivery of ECM Service Support Define: ECM Service Support Daily activities undertaken to support clients as they interact with the Target Service Architecture to achieve business objectives

From: Fielding ECM technology types…..

To: Delivery of ECM Service Support

Define: ECM Service Support

Daily activities undertaken to support clients as they interact with the Target Service Architecture to achieve business objectives

ECM Service Support Start & Explore 4. Review & Start Again 2. Develop & Resolve 3. Iterate & Implement Process/Technology Analysis Enterprise Problem Definition Annual Program Lifecycle ECM Investment Mgt Client Centric Planning Client Support Teams Review Reducing Quality Gaps

Start & Explore

Process/Technology Analysis

Enterprise Problem Definition

Annual Program Lifecycle

ECM Investment Mgt

Client Centric Planning

Client Support Teams

Review

Reducing Quality Gaps

ECM Value Chain Client e-Services ECM Service Support Better Service Effects Synchronised, Proportionate, Appropriate, Affordable Better Service Actions Agile, improved tempo Better Decisions Superior, better informed Better Networks Robust, secure, more extensive Better Information Aggregation & Analysis Trustworthy, reliable and accurate Better Shared Understanding Shared, intra-city, inter-government, and Citizens

Agility, Flexibility and Short Time to Market Start & Explore Review & Start Again Alternatives & Resolve Iterate & Implement Triage & Issue Logs

CONCLUSION Strategic Message: To render an ECM strategy operational, information managers must create a persistent pattern of behaviour through which ECM service staff can support clients to achieve business objectives

Stephen Murray Manager Information Management City of Ottawa 613-580-2424 Ext 15222 [email_address] Brenda Kallio Program Manager IM Program Development City of Ottawa 613-580-2424 Ext 28485 [email_address] Questions?