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Rendering Enterprise Content Management Strategies Operational
 

Rendering Enterprise Content Management Strategies Operational

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    Rendering Enterprise Content Management Strategies Operational Rendering Enterprise Content Management Strategies Operational Presentation Transcript

    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • Example: Service Delivery Quality Assessment
      • 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
    • 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
    • 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?