Wewebu customer success story California Dept. of Public Health

Why did CA select OpenWorkdesk? Delivering Redacted Vital Records A customer success story based on the California Department of Public Health

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

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.

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

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

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

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

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

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

Tools used WeWebU OpenWorkdesk IBM FileNet COTS/MOTS P8 Content Manager solution critical to meeting the P8 BPM timeline CFS Impression Technology iCapture Redaction

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

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

A Day in the Life of VRIRSA Solution Approach

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

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

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

CDPH Search – Birth Search Options Drop down list boxes County and CDPH Search (Birth) 18

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Step 1. Enter comments to guide Help Ticket personnel Step 3. Click ‘Complete’ button Step 2. Select ‘Reject – Initiate Help Ticket

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Living with the Solution The one year anniversary

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

What you can leverage from this Appling these methods to your needs

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

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

Custom objects and Thumbnail, Ajax, and mixed mode lookups view options Folder view with Explorer style

FileNet Workplace vs. OpenWorkdesk Workplace Search – Out of the box OpenWorkdesk Search - Out of the box

FileNet Workplace vs. OpenWorkdesk Workplace Results– Out of the box OpenWorkdesk Results - Out of the box

Thank you

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Wewebu customer success story California Dept. of Public Health

by WeWebU Software AG on May 31, 2010

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Wewebu customer success story California Dept. of Public Health — Presentation Transcript