Wewebu customer success story California Dept. of Public Health


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How to rapidly deploy a custom application in a secure environment to a distributed user community via the Internet …

… and keep the users happy.

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  • CA began tracking Vital Records in 1858 Over 45 Million records About 1 M new per year Records are sent by County Recorders and Local Registrars Processing for informational copies was manual
  • A manual process currently supporting 30,000 requests will need to handle the new load of 350,000 requests/year
  • 16 M records planed for day one - + 1 M year + additional backfile
  • Counties are large, small – counties are the end users, requestors are coming to the counties for service
  • Three reasons we won: 1 – project methodology and the way the solution was proposed 2 – we had the ‘off the shelf’ style of solution that appears to be a custom application 3 – our plan had no compromise but delivered on their timeline We met all needs without building from scratch How does this apply to you – the tools used are flexible, we had no “Vital Records” solution starting out
  • Work flow diagrams were first created in a ‘user’ friendly mode prior to adoption via BPM Process Designer.
  • This is a 30,000 ft view of the process from a non-technical perspective The 72 hour holding period was a customer business decision. This time allows for additional requests to be immediately serviced and a quality control period. Now let’s step through the system from the user perspective and see the tight integration between process and content
  • Even before the starting the project we created conceptual screens to show our understanding of the needs and our proposed design.
  • The requirements were grouped to match the use case and then reviewed in the “user” context during design. These were interactive sessions.
  • The graphical look and feel of the system is managed by cascading style sheets. Thus if you have a web designer and wish to change the look you may. Several ‘skins’ may be managed by the system so that different users may experience the same system with a varied look.
  • Using OpenWorkdesk allowed screens to be used during design to articulate exactly what the final application would look like and to validate requirements.
  • This process was repeated for the entire requirements tracibility matrix to show ‘how’ a requirement would be met.
  • After entering search criteria and hitting the ‘Submit’ button, the screen will shift to the ‘Results List’ tab, and the search results list is displayed, similar to the screen shown at right. The result list will display all document records matching the search criteria, up to the maximum number specified by the user (but no more than 200). When you find the record you were searching for, hit the ‘Request Document’ button to the left. This will start the system process of retrieving and redacting the certificate image and returning it to you.
  • The system provides an identification number to track the document through the system. The VTN is internal tracking number used by the VRIRSA system. The VTN number can be retained by the user for reference when writing a help ticket or when contacting the VRIRSA support team for further assistance. The display of the VTN signals that the system is now retrieving the requested document from the central image repository and will put it through an automatic redaction process. If successful, the redacted image will be returned to the Document Delivery/ Completed queue within minutes. In a very small percentage of cases, the image will have to be handled by either the VRIRSA support staff or by CHS-OVR staff in order to properly apply redaction. Once the document has been completed, it will move to your Completed Queue.  
  • To see the redacted document that you requested, select the ‘Document Delivery’ tab. There are two sub-tabs under Document Delivery tab; ‘In Progress’ and ‘Completed’. While automatic redaction is occurring (usually for just a few seconds), the requested document will be listed in the ‘In Progress’ queue with a status of Image Ready for Importing into Redaction. The ‘Status’ column in both ‘In Progress’ and ‘Completed’ queues indicates the current state of your requested document in the redaction process. You can sort the In Progress Queue by clicking on the column headers to re-arrange your view of the page(s). The Document Delivery Queues are shared within your office, so you may see documents requested by others as well as your own. The document icon (to left of first name column) is inactive at this point. If you click on the icon it will give you an error that indicates the work item is being used by another user. When the redacted document is ready for viewing, it will automatically move to the ‘Completed’ queue. Since the VRIRSA system is delivered via a web browser, you may need to refresh (hit F5 key or the Refresh button on your toolbar)
  • When your document is ready for viewing, it appears in the ‘Completed’ queue. You may now open it and confirm that you received the correct certificate To view your redacted document, click on the icon to the left of the First Name column. The lock icon to the left of the item number indicates that the document is not available to view because another person in your office is viewing it. You can sort the columns in the Completed Queue by the Originator (your user ID). This is helpful if there are several VRIRSA users in your office.
  • After selecting your redacted document for viewing, a new document viewing window will display and show you a split-screen view. On the left side is the search criteria you used to request the document, as well as other information associated with this certificate. On the right is a viewer that displays the image of the redacted certificate. Examine the redacted document to ensure it matches the request you received from the customer, and inspect it to ensure the system has properly redacted it. On the left side of the screen, indicate your acceptance of the certificate, by making a choice from the list of available actions. ‘ Accept – Fax’ sends the requested document to the fax machine for delivery, using the fax number you provided when you setup your UserID with the VRIRSA support team. ‘ Accept – Print’ sends the requested document to your default printer. Be sure to have your banknote paper properly loaded in the printer. ‘ Cancel’ will remove the document from the completed queue with no further action taken. ‘ Reject – Initiate Help Ticket’ gives you a screen to add comments to a help ticket, which will then be submitted to the VRIRSA help desk along with information about this document request. If you don't want to print or fax this document, click the ‘Save’ button to return this document to the ‘Completed’ queue without further action. Click the ‘Complete’ button after making your choice.
  • When you have successfully received the document after printing or faxing, a confirmation screen similar to the one at right will appear. You must click ‘Yes’ to confirm that you have received your document and are satisfied and finished with the transaction. If your printing process failed or had problems, or the fax machine did not receive and print the document, select ‘No’. This sends you back to the previous split-screen view of the certificate, where you can correct the problem, then try again to print or fax. You may also file a help ticket on this request. Once receipt is confirmed, this document will be taken out of your Completed queue. It is important to confirm receipt of your document here; otherwise the document will stay in your Completed queue unnecessarily. If you do not receive a document you sent to your fax machine, please verify that you have a current, correct fax number on file with the VRIRSA support team.  
  • Types of exceptions include: Manual intervention required – low OCR confidence requires a manual intervention that takes time No record found – may request and print a certificate of no record Record is in another County
  • If you notice anything incorrect when you review the redacted certificate you requested, you can reject the document. This initiates a help desk ticket to the VRIRSA support team for their review. If they can correct the problem, they will do so and release the document back to your ‘Completed’ queue. In any case, they will create a response to your help desk ticket and move that to your Completed queue as well. In order to submit a help desk ticket you are required to enter comments. The comments are necessary to guide the VRIRSA team as to what is wrong with the document.
  • You can file a Help Ticket for the VRIRSA support team either on a specific document or with a general request. In this example, we have filed a help ticket for a general request. There are four categories available to the user. The categories are: Software, Hardware, Network and Login. Once the category is selected, then the user needs to enter comments and then press ‘Submit’ to send the help ticket to the VRIRSA team. Note that both the category selection and a filled out ‘Comments’ field are required in order to file the Help Ticket. After submitting the ticket, it moves to the 'In Progress' queue with a status of “Help Ticket” Once VRIRSA support team investigates and resolves it, the help request is sent to your 'Completed' queue. At this point, the user would open the help ticket to read the resolution of the problem After reading the resolution provided by the VRIRSA support team, the user can: Accept the resolution by hitting the Cancel key (removing the ticket from the queue) Reject the resolution and send it back for additional help.
  • this section explains the solution from a more technical perspective
  • Creating detailed user guides – time consuming buy very beneficial
  • Use the search criteria fields to define the certificate you are looking for. See Section 2.3 below for a complete explanation of the available search fields. Enter search criteria using one or more fields to obtain a list of results. We recommend entering at least 3 pieces of search information to execute your search appropriately. When you conduct your search using very broad information, it takes the system longer to respond which may result in a timeout error. Date fields are entered in the format ‘mm/dd/yyyy’, including slashes, or use the calendar icon to the right of the field to select a date. You may view up to 200 entries in the result list. After entering the search criteria, press the ‘Submit’ button. Pressing ‘Reset’ will clear your entries in the search fields.
  • This is the proposed architecture not exactly what was installed. Some details of the installation cannot be shared for security reasons. The main point is that there a more fire walls then shown here. System has 880 users About 16 M records loaded on day one – searchable via VRIRSA
  • this section talks about testimonies, how the first year went … maybe what is next … perhaps PDF/A I have a request into Dave for input but have not heard back
  • Most issues are typical back end scenarios - such as continuously pulling new information from IS to support searches. The biggest user issue is password maintenance. This is a essentially a three run homer: 1 – easy to use 2 – reliable 3 – happy users
  • This list is not complete by any means but the point is that when we review customer requirements there is always a list of items that cannot be achieved OOTB with supplied user interfaces. Or in some cases the situation is that how features are provided are not the same. There is a big difference in X’ing a box and delivering something that is intuitive to an end user. A prime example is MS Office integration. It was not required for this solution; however, if it important to you then you need to see the ZIOI product. There is nothing like it anywhere and we have a number of user groups we are working with right now that what they want is just ZIOI because for them that is the key to putting the E in ECM.
  • Wewebu customer success story California Dept. of Public Health

    1. 1. Why did CA select OpenWorkdesk? Delivering Redacted Vital Records A customer success story based on the California Department of Public Health
    2. 2. About us Business Partner Innovation Center • Tier 1 Support ECM specialist • Hosted Solutions since 1992 • Install/Upgrade/Migrate ECM Operations • Certified on all IBM ECM based in California • North American Distributor for WeWebU and Maryland Leverage our lab: History of Repeat Business The Jeskell lab contains nearly 200 virtual servers all dedicated to FileNet and related ECM solutions 2
    3. 3. Discussion summary How to rapidly deploy a custom application in a secure environment to a distributed user community via the Internet … … and keep the users happy.
    4. 4. Our case study California Department of Public Health Office of Vital Records Legislation in 2006 – SB 247 RFP in 2007 Award in 2008 Delivery in 2009 Anniversary – April 2010
    5. 5. Overview What is Vital Records Image Redaction Statewide Access (VRIRSA) The challenge Foundational principles of the solution The end result One year anniversary What you can leverage from this
    6. 6. What is VRIRSA CDPH Long term FileNet customer Vital record archive for the state Overview of goals Comply with legislation Deliver redacted images Provide customer service
    7. 7. Current Informational Only Process State-received Certified Requests for Enter request Route request Search, Retrieve, Print and Certify Informational-Only Records Into CRTS To CHS staff Print Record Copies CRTS Search for State File Number Retrieve record State Records Microfilm UDB Center (paper) FileNET Image Archive but a manual process
    8. 8. Three success factors VRIRSA Component Description Image Redaction Must remove signatures and not impact the Image Services archive system. Do not store the redacted images Statewide Access Provide internet access securely. Do not provide access to Image Archive system in any way. Solution should be COTS and be productive and easy to use. Track and Respond Provide status to the end user Leverage fax and email Local printing Customer services – ie. Help Tickets from end users
    9. 9. The Challenge Users are spread across the state Diverse population of users 58 counties plus local registrars Intranet/Internet with high security Source documents cannot be touched Time Need to push 350,000 requests down what is now a 30,000 request funnel
    10. 10. Tools used WeWebU OpenWorkdesk IBM FileNet COTS/MOTS P8 Content Manager solution critical to meeting the P8 BPM timeline CFS Impression Technology iCapture Redaction
    11. 11. Why choose this solution? Solution Proposed – WeWebU’s OpenWorkdesk Solution approach Ability to tell a story was impressive Proposal was “in context” not hypothetical COTS/MOTS Integration was the only modifications Time
    12. 12. Access from DTS web Authentication via site to VRIRSA standard FileNet P8 to Active Directory Statewide Access Application Server DTS Web Server running FileNet P8 Active Directory CR and Content Manager Authentication LRD Users OpenWorkdesk U/I 1 2 3 Internet Site Data Track and Respond 4 5 Services BPM will create a work item for each response and provide tracking 9 information on demand. Images are retrieved from FileNet IS FileNet P8 natively and provided to the redaction FileNet P8 Content Manager FileNet P8 and iCapture process. Business Process database running in Manager Data layer Shared Image Redaction Services 7 Leverage existing This process is triggered by 8 AD for internal the FileNet BPM workflow. staff authentication The workflow can be easily 3 and Exchange/Fax changed to remove the for delivery process Manual Automated Redaction/QA Redaction Active Directory Authentication Center Users 6 10 All existing FileNet archive scanning and indexing process are not altered Existing FileNet 1 Image Services Exchange Email FileNet Content Federated Services 11 (CFS) maintains up OpenWorkdesk to data index information VRIRSA U/I Internal in P8 repository to facilitate search Center users will access VRIRSA via the OpenWorkdesk Outbound web based U/I Fax
    13. 13. A Day in the Life of VRIRSA Solution Approach
    14. 14. A Day in the Life … To help explain the process we created four “characters” that will have personal interaction with the VRIRSA system. These four users have job functions defined as: Rocky Requestor – Rocky represents the staff community at the County Recorders (CRs) or Local Registration District (LRDs) offices Rhonda Research – Rhonda represents the staff at the Certified Processing Unit of DHS who will research records that are not online in FileNet Randy Redactor – Randy represents the Center staff responsible to interact with the human intervention features of the VRIRSA system redaction component Sammy Supervisor – Sammy is the supervisor of the Certified Processing Unit and will be responsible to ensure DHS is processing requests in a timely and accurate manner and he will look for opportunities to continually improve overall system operations
    15. 15. VRIRSA Proposed Workflow Initiation Sub-process User Logs In Call is made from FileNet Content Search using Manager which is populated with template index values from Image Services User Logs Out via Content Federated Services No Request Error messages include – record Record Center not online or record is for another Found Online Reserach No County Yes Yes System Search results displays a list of Creates Work available images that meet the Item and Select Matching search criteria. Only values that Routes to Record from List match the user security role is Center displayed Center System Reseach Creates Work Sub-process Item and Submits to Redaction Redaction Process
    16. 16. High Level Process Overview In Progr ess Queue Completed Queue Hidden Queue (availab le for 72 hours, then d eleted ) User r equest s doc ument: Wor k item st at us Wor k item moved to Wor k item moved out of Completed set t o ‘Redac tion’ Complet ed Queue Queue t o hidden queue ^ h In Pr ogr ess and Completed Z queues may be sor ted by user ID to enable w or k ☺ shar ing and t o ease finding w or k it ems. Z h ^ CDPH Administ r ator : CDPH Administr at or If not r equested in may delete manually 72 hour s, delet e aft er set per iod from syst em
    17. 17. CDPH Search – Birth Search Options Drop down list boxes County and CDPH Search (Birth) 18
    18. 18. sdE sZ/Z^ d E
    19. 19. z d h / / W Y
    20. 20. Step 1. Enter comments to guide Help Ticket personnel Step 3. Click ‘Complete’ button Step 2. Select ‘Reject – Initiate Help Ticket
    21. 21. K W, Z ^ ^ Z
    22. 22. Living with the Solution The one year anniversary
    23. 23. One year later … “From my perspective and knowledge of user acceptance with the system I would say the user interface is intuitive … The quick adoption and rollout was possible in part due to the systems usability … the system has been reliable and has a great uptime record. ” David Fisher, CDPH Center for Health Statistics
    24. 24. What you can leverage from this Appling these methods to your needs
    25. 25. Thoughts to take away Rapid development works End users love seeing the results early Custom applications can be easy to support The ROI is real
    26. 26. Ability to meet requirements Feature Workplace Workplace Open- XT Workdesk Side by Side document indexing No No Yes Clipboard functionality No No Yes Virtual views and folders No No Yes Role concept / management No No Yes Thumbnail preview No No Yes Access different repositories at one time No No Yes Full MS Office integration - ZIOI No No Yes
    27. 27. Custom objects and Thumbnail, Ajax, and mixed mode lookups view options Folder view with Explorer style
    28. 28. FileNet Workplace vs. OpenWorkdesk Workplace Search – Out of the box OpenWorkdesk Search - Out of the box
    29. 29. FileNet Workplace vs. OpenWorkdesk Workplace Results– Out of the box OpenWorkdesk Results - Out of the box
    30. 30. Thank you