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E-Discovery for EMC Coops

E-Discovery for EMC Coops

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  • Welcome and thank you for attending this webinar hosted by Snapping Shoals EMC and Harvest Technology Group. My name is John Riordan with HTG and I’m here with TeraLadner with Snapping Shoals.You should all be seeing the title slide of our presentation. During the presentation in order to reduce line noise, you will all be on mute. I do ask you to please submit questions which will be answered upon conclusion of the presentation.
  • Today we are going to discuss the impact of E-Discovery and Document Management on Electric Member Co-ops.There are industry forces today which are dramatically increasing the need for these types of solutions – increased lawsuits, falling revenue, increased bad debt, and diminished resources. Do more with less. Our first goal is to educate you on what the current technology looks like today and give you insight how it is impacting EMC’s. Our next goal is to walk through some suggestions on what to look for in these types of solutions. From our calls, I know many of you are going to be looking for this type of technology in the near future.Afterwards, we will show you the solution Snapping Shoals is using and discuss some of the impact.We will offer some next steps if this is a direction you want to move towardsAnd we will finish with answering the questions you submit online during the presentation.Let’s start by introducing you to Snapping Shoals and Harvest Technology Group
  • Harvest Technology Group is a local consulting and technology solutions organization headquartered in Alpharetta, GA.We specialize in helping organizations remove paper and improve processes. We have worked with some of the best companies in the southeast including Cobb County, the Georgia Lottery and, of course, Snapping Shoals.We specialize in making sure the technology fits the culture of an organization by evaluating your processes, working with all levels of your team, and walking you through every step of the implementation.Now that you know a little more about us, lets start our discussion with “What are E-Discovery and Document / Content Management”
  • So What is Document and/or Content management?It used to be only document management – now the terms document and content are used interchangeably because you have so many types of files to manage, from pictures to CAD drawings, to Web pages to video that we now call it Content Management.It is essentially a way to capture, store and retrieve documents and files.The most common method of Capture is through Imaging or Scanning. The most common method of storing is on a hard drive with a managed tool for archival.Workflow helpmanagethe content you store – how much time do you spend searching for paper files and moving paper from one place to another? A strong, flexible, secure solution is an essential part of an E-discovery solution. Now Tera is going to review the impact of E-discovery on EMC’s.
  • Aside from assisting in a strong e-Discovery solution, where else does Document or Content Management impact EMC’s?The first area is customer service. EMC’s are based upon strong customer service. Your customers are your members!Decreasing the amount of time they spend on the phone or your website searching for information is critical to their experience and your bottom line.Increasing the one-call solutions and accuracy of your customer service reps is also critical. A strong DM solution helps your customer service reps get the right answer at the right time.You can also begin to decrease the amount of calls you receive by pushing information to the web or delivering information via email.Finally you can gain insight into your customer service metrics by tracking and auditing the flow of information through this department. How many open cases are there? What time of day or month are busiest? What would happen if you increased/decreased the amount of customer service reps? In what areas do they need additional training?Where, specifically, does DM fit in Customer service?
  • The specific areas of improvement for customer service include:Applications, which are faxed, emailed, snail-mailed and hand delivered to your office. There is often a lot of ancillary paperwork associated with this process – Driver’s Licenses, Round up Forms, Deposit notices, etc – storing this information in a single location so you can quickly and easily access each document from the other without leaving your line of business application is critical for customer service.Many billing questions are from members who are looking at a bill while the Customer Service rep is looking at the billing application screen. This can add time and frustration to each Customer Service call. What is your reps could view the same document received by your members – immediately as it was printed? What value would it be if your members received the bill online via a secure log-in?Work Orders are the last step in the new application process. These documents need to be handled correctly and in a timely manner. They, along with all of the other documents, follow a very specific workflow in the organization.The workflow process ensures each Work Order is handled correctly, accurately and efficiently. For example – As soon as a work order is received, we automatically check for permits on file and then route the Work Order to the correct person to begin processing. The Work Order and all other necessary paperwork are routed to the line crews to do their job. Every step is then auditable in the process so you know exactly how long it took to complete the Work Order.
  • In finance these days, it seems that the collection process requires more and more resources with fewer results. The number of Non-sufficient Fund checks are increasing over 48% from this time last year and the collection results are down 25% while the time for collection has increased over 27%. This has lead to decreased revenues and increased expenses for EMC’s.The other most common area for Document Management in Finance is around Accounts Payable. How automated and how much paper is in your procure to pay process? The last report publish by Paystream Advisors, a leading finance technology research firm, concluded that storing and retrieving invoices electronically would reduce AP processing costs by 59% per transaction.How often are you able to take advantage of Vendor Discounts by paying early? At 2/10 net 30 terms, unless your cost of cash is higher than 36% annually, you should pay net 10.In AP we look for “Perfect Purchase Orders” – you ordered exactly what you needed, received exactly what you ordered, were invoiced for exactly what you received, and paid exactly what you were invoiced. Exceptions to this process take 2000% longer to process than the norm.The way you can accomplish this on your end is to build in the appropriate routing and approval process – nothing gets lost on someone’s desk while they are on vacation – and the process is followed every single time – the correct way.
  • I won’t spend too much time on Human Resources – I think we all know where the paper lies in these processes – but I did want to mention a few key points. Perhaps there is no more important area for assisting in E-discovery for document management than in the HR department.In 2007, 11,307 discrimination lawsuits were filed against medium-sized businesses. In 2008 that number jumped to over 14,236 and may reach over 20,000 in 2009 as more employees face the unemployment line. Even RIF actions are not immune to discrimination lawsuits. The best defense is a well defined – On Boarding / Off Boarding process where all documentation is stored according to your retention schedule.likewise, the best defense against employee injury claims is a comprehensive, documented training program with employee acknowledgement of proficiency and understanding.These are all part of a well implemented and well defined E-discovery and document management solution.
  • A more recent, developing use, for document management is in conjunction with GIS and Staking Software – ESRI for example. The ability to link specific documents to specific locations on a Geo-spatial map has opened up countless new uses.One example we noted earlier is the work order. The ability to see work orders based upon a parcel id – and any other information about a location or physical asset, by a line crew, while they are on-site – has proven invaluable. This has improved repair times, limited repeat trips, and helped EMC’s locate problems areas in their grid.Security parameters built into documents can also enable collaboration amongst teams –both within – and outside your four walls. Imagine being able to supply grid information to the fire department as they arrive on the scene of a fire or to other EMC crews who arrive after a natural disaster. This would greatly facilitate information exchange about what they will be dealing with.To see how this works – let’s review a Scenario from Cobb County Government:
  • We have discussed focused impact within a few individual departments of EMC’s. The impact of Document Management in support of a strong E-Discovery process can benefit any aspect of the organization by:Increasing efficiency – however, this is best done after you have spent time in process identification and analysis – if you have a broken process, greater efficiency will hurt – not help. As Peter Drucker said “ There is nothing so useless as doing efficiently, that which should not be done at all.”Securely increasing access to information will help empower everyone in the organization to make better decisions.And lastly, increasing your visibility into your processes and allowing you to enact changes with certainty they will be followed through is very powerful. Once a process is automated through a strong workflow solution, you can make adjustments based upon factual data with minimal and focused training to your staff.If document management is on the horizon for your organization, let’s look at how to find a solution which works for you…
  • EMC’s are founded upon a strong values of Service to your members, support for each other– I’ll never forget seeing power trucks from far northern states headed down I-85 after Katrina – and finally they believe in Long Term Relationships which are mutually beneficial. It helps tremendously to find a solution provider who mirrors your values.What does their implementation methodology look like? Does it take into consideration your business processes or just the technical requirements?How do they support you? What are their options for 24 x 7 support? Who supports them?How do they approach their customers? Is their goal to cram in the system and move on or are they willing to perform the necessary steps to make sure everyone is comfortable with the technology? Do they invest in your organization’s success and not just in their bottom line?
  • Integration is one of the most important aspects of document management. Believe it or not, users don’t want to have to log into a separate system just to view documents.If they do, you will find it decreases the adoption rate of the technology. Users would rather continue working in their system – NISC, SEDC, ESRI or others and still have access to their documents. This also reduces the learning curve for new users. A well integrated DM System will appear invisible to users – they will think the functionality is native to their LOB application!Finally you need to make sure you can own the method of integration. API’s and programming is ok, but usually expensive and hard to maintain. There are many faster and easier, client level integrations available today.Along with lack of integration, the next mistake many companies make is around Scalability. Purchasing a solution which fits your needs right now can be a frustrating and expensive. As your organization moves more paperless, the processes will change and the user expectations will grow. How many of you check your bank balance or pay bills online? 5 years ago it was a different story. Now you think there is something wrong with a bank if they don’t offer this technology – your expectations have changed and the same thing will happen with your users.
  • In the vast majority of EMC’s people wear multitple hats. The EMC’s who are large enough to have their own IT staffs are fortunate, but I know from experience that those people are often the most overworked and underappreciated people in the company.The bottom line is that they can’t spend a ton of time supporting and maintaining another application. Yet most EMC’s don’t have the budget to hire more staff or pay a consultant every time they need a change done. Your solution should not require custom programming to maintain once your staff is trained.You also need to make sure any maintenance fees include upgrades and new product releases. New product releases need to be frequent – at least once per year.
  • Should be a factor but not THE factor.Too small – little more than a scanner and a hard drive – won’t scaleToo big – Solution building platform – huge implementation costsJust right – appropriate mix of built in functionality and flexibility with scalability and the right price.Let’s look at a very quick overview of the Snapping Shoals solution:
  • Most organizations view a DM or E-discovery solution with a very myopic view. “We just want to scan and store documents” we hear. If this is all you want to do, a scanner and a recoverable hard drive would suffice. The problem with this approach is that it doesn’t positively affect the process. Documents are still hard to find and now we have added a step to the process with scanning! The result is often a poorly implemented and under utilized solution.The vision for a DM solution should be as important a solution as you financial application
  • Transcript

    • 1. E-Discovery and Document Management for Electric Co-ops Hosted by Snapping Shoals EMC and Harvest Technology Group April 23, 2009
    • 2. Agenda  Introductions  What are E-Discovery and Document Management and why are they important?  What should you look for in a solution?  Solution Demonstration  Next Steps  Questions and Answers 2
    • 3. Snapping Shoals EMC  Founded in 1936  Provide service to 74,000 residents  Southeast Atlanta  Fast growing district  Headquarters in Covington, Ga  Document Management user for 10 years 3
    • 4. Harvest Technology Group  Consulting services and technology  Founded in 1999  Headquarters in Alpharetta, Ga  Specialize in Document / Content Management  Clients include: Cobb County, Georgia Lottery, and Snapping Shoals EMC 4
    • 5. E-Discovery  What is E-Discovery?  Definition  Occurs before trial  Historically  Technology = Change
    • 6. Document / Content Management  What is Document / Content Management?  Document Imaging (Capture)  Document Archival (Store)  Workflow (Retrieve and Use)  A part of an E-Discovery Solution 6
    • 7. Impact of E-Discovery Policy on EMC’s  Changes to FRCP  Must meet and confer  Not all discoverable  “Reasonably usable”  Safe harbor
    • 8. Impact of E-Discovery Policy on EMC’s  Why do we need a policy?  Safe harbor  Applies across the organizational chart  Must exist BEFORE threat of litigation  Cost shifting  Good faith
    • 9. Impact of E-Discovery Policy on EMC’s  Your policy should:  Define storage & destruction of records  Include legal hold policy  Record is just in electronic format  Not so complicated!  Do not include retention schedule  An EDMS can help…
    • 10. Impact of Document Management  Customer Service – What?  Improve response time  Improve accuracy  Self service of documents  Auditing 10
    • 11. Impact of Document Management  Customer Service – Where?  Applications for service  Billing questions  Work Orders  Workflow 11
    • 12. Impact of Document Management  Finance  NSF Checks  Time to process  Reduced revenues  AP  Procure to Pay  Vendor Discounts  “Perfect Purchase Orders”  Routing and Approval 12
    • 13. Impact of Document Management  Human Resources  Employee On/Off Boarding  Benefits Management  Compliance  Training 13
    • 14. Impact of Document Management  GIS and Staking  Plot specific documentation  Work orders  Integration  Collaboration 14
    • 15. Document Linking Tool To get a list of documents click on the tool and then click on a road. If there are plans they will be listed in a results window.
    • 16. Double click on the plan to open the PDF.
    • 17. Impact of Document Management  Overall Process Benefits  Improved efficiency – “Do More With Less”  Improve information access  Improve auditing and reporting 18
    • 18. Finding a Solution  Company Values  Service  Support  Long Term Relationships 19
    • 19. Finding a Solution  Ease of Integration  Drives usage  NISC, SEDC or other  Reduces learning curve  Method  Scalability  Multiple Locations  Meets needs today and tomorrow 20
    • 20. Finding a Solution  Ease of Maintenance  Who wears one hat?  Who can afford a specialist?  Upgrades 21
    • 21. Finding a Solution  Costs  Goldilocks Approach  Scalability 22
    • 22. Solution Demonstration 23
    • 23. Next Steps – or – How do I prepare my organization for E-discovery and Document Management?  Engage the Organization  Look for places to help  Build Support  Engage Business Process Analysis 24
    • 24. Contact Us Tera Ladner  Records Retention Supervisor  678.729.8013  John Riordan  President  678.366.0030 x 2100  25
    • 25. Questions and Answers
    • 26. 27