Phase Two: What’s Next for Life Sciences and Enterprise Content Management


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Presented by David Giordano at Documentation and Training Life Sciences, June 23-26, 2008 in Indianapolis, IN.

In “Phase 2 - What’s next for Life Sciences and Enterprise Content Management”, Dave Giordano of Technology Services Group, shares his experiences from multiple large and small pharmaceutical clients that have implemented ECM. The presentation will focus on common themes, both functional and technical, as to what clients that have implemented ECM “do next” to get incremental benefits out of ECM. Dave will provide key lessons learned and warn how to avoid the big mistakes whether you are planning you first or next ECM effort.

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Phase Two: What’s Next for Life Sciences and Enterprise Content Management

  1. 1. What’s Next for Life Sciences and Enterprise Content Management June 25th, 2008 1
  2. 2. Agenda • TSG Background • “What’s next” Client Examples and Best Practices 2
  3. 3. TSG Background • TSG founded in 1996 as content management solutions consulting firm • Global 2000 clients across Pharmaceutical, Financial Services, High tech and Manufacturing • Offices in Chicago and Kansas City • 90% of our Work involves Documentum – 35 trained Documentum consultants – Coordinate Midwest Documentum User Group ( – Active in all Momentum/EMC World events – Active in Documentum Certification Programs and Beta’s • Partial Major Client List; – Life Sciences: – Other Clients: 3
  4. 4. ECM Consultants – How TSG is different • Majority of clients are mature Implementers – Have installed out of the box – Looking for innovative solutions for “What’s Next” or “What’s missing” • Long-Term Relationship Model – Not expensive (but not cheap) resources – Focus on “Hire and Train” rather than just “Hire” – Mix of on-site and off-site development – Small projects but consistent resources across projects • Many clients leverage us only part-time • Open Source – Provide software but share in an Open Source model rather than commercial software model – Can provide jump start for “what’s next” without having to purchase software • Innovative Solutions Examples – Development in Microsoft and Java Environments – Web Services (Services Orientated Architectures) • Sharepoint/Portal Integrations – Open Source Alternatives • Forms/Workflow, PDF Manipulation, Migration… – Viewing Alternatives 4
  5. 5. TSG Open Source for Documentum/Alfresco - FAQ • Why Open Source? – Commercial Model not viable for consulting firms – Promote our brand of services by giving away great software • How Open Source – Take “what’s next” solutions for clients – Rework to be generic – Use at new clients – Release to all as Open Source – Incorporate client and third party thoughts into source 5
  6. 6. So “What is next” for Life Sciences and Enterprise Content Management • Consumer Application • Validation Impacts • Dynamic Workflow • Extranet access • Migration • Service Orientated Architecture (SOA) • High Performance Interface • Sharepoint Connectivity • Dynamic Property Display • Time permitting – software selection Best Practices 6
  7. 7. Consumer Application • Spend lots of effort building a robust interface for authors and approvers… • But often it is too much for people just looking to view and print (typically a majority of the user community) 7
  8. 8. Consumer Application – Best Practices • Develop quick application outside of repository for access to content and data • Synchronization with content management to keep both systems up to date • Benefits – High Performance - Significantly reduce time spent retrieving documents – Simplified interface reduces training – Reduce load, both processing and licensing, on main document management system – Independent of Content Management releases – Provide business continuity • Clients – 8
  9. 9. Consumer Application Demo 9
  10. 10. Business Continuity Open 1st Tier Continuity 2nd Tier Continuity Main System Source (Consumer Interface available (Site Users have access to local even if Main system is down) copy of Data and Content) ` ` ` Consumers Site 1 p y Site 1 Users Co Local Host Publish Job Publish ` Copy Main Docbase Consumer Interface Site 2 Site 2 Users Database and File Server Local Host 10
  11. 11. Validation Impacts • Most efforts – validation effort is the majority of project costs (40% - 60% average TSG client) • System developed with user requirements but user requirements change over time – Changes that require revalidation are very expensive – Complex validation means long delay between releases • Dissatisfied Users – Complex validation can mean trying to add “as much as possible” to current release – impact to cost 11
  12. 12. Best Practices for Validation – Configurable Applications • Write system and system documentation to allow for configuration updates (not validation) – Add a new document type – Add a new property – Search and Search Results configurations – Update Forms – Update Workflow Templates or Rules • Develop system to allow for configurable changes (no code) Demo 12
  13. 13. Workflow: Culture Challenge Why do we roll-out Document Management functionality quickly but workflow takes so much time? • Unlike document management where some can use the system and get benefits, workflow requires all to use the system to achieve the business process benefit – Everyone needs to be in the process or it slower than manual process – Everyone has to embrace the process or could back-slide into quick needs going paper – Everyone has to complete the process accurately or reliability of the system will be questioned. 13
  14. 14. Workflow Challenges 14
  15. 15. Workflow Best Practices • To address complexity – make workflow process simpler – Simplify Workflow Creation • Reduce number of user decisions • Build intelligence in the system rather than in the user • Allow workflow to change and adapt easily with business process without having to have the user change and adapt – Simplify Workflow Approval • Inbox • Approval 15
  16. 16. Best Practices Workflow Example – Change Request • Challenges – How do I fill this form out? – Form is complex… trying to handle multiple situations – Who needs to approve? – Where is the form at in the process? – What do I approve – form or attached documents? – Frequent changes to the form • Solution – Build on a configurable framework to enable changes to business logic without revalidation 16
  17. 17. Change Request - Configurable Form • A “Forms Wizard” to Complete the Form (i.e. TurboTax) – System will generate the form when finished – System would make sure correct fields populated – Simplified user interface to reduce training and improve data entry Demo 17
  18. 18. Change Request - Configurable Workflow • A “Dynamic Workflow” to build the routing from the data on the form – Reduce need of user to “pick” or “build” a workflow template – Reduce user decisions • Form determines routing • Consistency in approval and business policies • Reduced errors and rerouting Demo 18
  19. 19. Change Request – Robust Approval Interface • A Robust Approval Interface – Seeing all data to make approve/reject decision – Seeing additional functional • Delegate • Reassign – Seeing customized approval • Discipline Demo 19
  20. 20. Active Wizard • Combines Form and Workflow – Simplify Workflow Creation • Reduce number of user decisions • Build intelligence in the system rather than in the user • Allow workflow to change and adapt easily with business process without having to have the user change and adapt – Simplify Workflow Approval • Inbox • Approval – Certified by Documentum and supports both 5.x and 6.x • Clients Include: – – Additional large clients by end of 2008 20
  21. 21. Extranet for Documentum • E-Submissions Example – e-Submissions leverages third-party medical writers and medical investigators (CRO) – Current issues being faced when dealing with third party authors: • Lack of an audit trail of third party activity and actions • Confidential documents residing in third party email accounts and local hard drives • Third party authors not utilizing the latest e-Submission document templates • The need to email documents to third party authors • The need to send hard copies of documents • The need to scan-in hard copy signature pages 21
  22. 22. Extranet – Client Example Standards, Templates, Processes Site 1 Site 2 Repository Publishing COE Extranet Application CRO Data Import To Regulatory Agencies Standards, Templates, Processes 22
  23. 23. Infrastructure – Extranet Firewall Extranet Application e-Submissions Abbott Author External 3rd Party User DMZ Citrix Web Server Internal Citrix & Internal Citrix Docbase 23
  24. 24. Extranet – Best Practices • Should be included in Content Management Vision – External Users – Internal Users working remotely • Simplified Interface – Reduce Training and risk of Errors 24
  25. 25. Migration – Not a One Time Thing • Initial Load – From a file system – From a database • Ongoing – Add a new business application – On Going Bulk Loads • Seen often for submission systems – Future Upgrades – Consolidate due to Acquisitions/Mergers 25
  26. 26. Best Practice – Migration Infrastructure • Consistent (validated) tool for migrating one-time as well as ongoing migrations • Configurable to adapt to new document types and data sources • Simple to allow user to repeat the process for ongoing migration needs • Able to apply business logic throughout the migration process • Should be able to address failed documents/data that did not migrate • Should evaluate with overall content management decisions 26
  27. 27. Migration Example 1. Accept input from multiple sources and formats (Data Staging) 2. Import data into Documentum in a batch approach 3. Allow for configurable business rules to be applied to the imported batch Content Validate e-Subs export & & import XML index file Docbase Staging Area Migration Utility 27
  28. 28. OpenMigrate • OpenMigrate – Certified by EMC in September of 2006 • Released for D6 – Multiple Implementations including: • • • • • • • • • • Others shortly….. – Demos and Source Code available from our website 28
  29. 29. Service Orientated Architecture (SOA) • Common ECM Pain Points – Upgrade multiple places (server and application) – Support and Maintenance – Duplication of code and business logic – Hard to ensure standards and best practices – Testing • Benefits of Web Services (SOA) – Allows development of re-usable logic – Installed in a single location, accessible to multiple applications – Reduces upgrade effort – Reduces testing effort – Reduces support and maintenance effort – Platform independent 29
  30. 30. TSG Web Services for Documentum Architecture Web Documentum Application Web Services SOAP Implementation 1a 1b (login (stor e ticket and Dctm credentials) Authentication Session Mgr) Login Service 1c (ticket) Dctm Session Factory ) ket (t ic 2b tm r) (Dc g 2c on M i S ess Query Criteria 2a 2d (ticket, query criteria) (query criteria) Query Query Results Service 2e (DQL) ssi ctm ) t 2f ke r) (tic (query results) Mg 3b Se c (D on 3 Dctm Query Factory 3a (ticket, doc id) Properties Document Content View Service 3d (content, properties) DFC Content Server/ Docbase 30
  31. 31. Benefits of TSG Web Services • Separation from Documentum – Web Services are not installed in docbase – Application can be developed with no reference to DFC or DQL – Reduced need for Documentum trained developers • Ability to provides additional functionality not available with Documentum Web Services – Open Source – Example – calls to other systems, audit trails, autonumbering….. • Support between Documentum releases due to DFC ties rather than BOF or WDK (5.1, 5.2.5, 5.3, 6.0, ???) • Available in both .NET and Java Platforms (REST Now available) • Clients – … • Demos and Downloads on our Website 31
  32. 32. Why the need for a High Performance Interface for Content Management Applications? • Typical Content Management Interface is built as a “one size fits all” – Either focused on library or collaboration – High Functionality requires training to correctly use – Business process requires consistent taxonomy/foldering – cost of an error is high • Business needs quick access to simplified capabilities – Inbox Access – Dual Document Display without having to size/position windows – Ability to quickly add or read Folder Notes – Quick list of “what to do next” actions • Business needs simplified interface to realize business benefits (transaction throughput and reduced errors) – Insurance, Accounts Payable, Legal 32
  33. 33. Typical Content Management Interface 33
  34. 34. TSG Client Examples - Inbox 34
  35. 35. TSG Client Example - Interface 35
  36. 36. TSG Client Example - Double Pane View 36
  37. 37. How are clients building High Performance Interfaces for content management? • Best practice – isolation of content management system specifics from application – Library Calls or Web Services (Todd add more as necessary) – Allows development flexibility • No need for Alfresco/Documentum developers for application • Consistent Support with other Web Development effort • Develop system to allow for configurable changes (no code) – Can use for one application but can configurable for additional applications • Add a new document type • Add a new property • Search and Search Results configurations 37
  38. 38. Sharepoint Integration • Microsoft is a major player – More and more integration with Office Suite – Significant price point with Sharepoint for Microsoft customers – Issues with portal versus ECM • Which one is Sharpoint – is it both? 38
  39. 39. Two Approaches • Sharepoint as ECM Tool • Sharepoint as Portal – With connectivity to ECM Tool 39
  40. 40. Sharepoint/Documentum Integration - Portal • Oil and Gas Customer • Reviewed Documentum Offering – Vorsite • Reviewed Wingspan Offering • Developed Open Source SOA approach leveraging OpenContent • Results can be found on TSG Web site as well as Whitepaper Demo 40
  41. 41. Properties on Documents • Typical paper based method is to add properties in header/footer of word document – Version, Effective Date, Title, Status • With Content Management, these items are also managed systematically as properties (attributes) on the document as well • Compliance and usability issues if the attributes in the repository differ from the attributes on the document – How to add things over time on document like approval date or electronic signature signoff? 41
  42. 42. Best Practice - Dynamic Properties Display • User does not enter properties within the document. • System automatically generates header, footer, watermark for viewed content – Simple • Dynamically display property values on document • Can include signature elements as well – Advanced Features • Controlled Printing • Generation of Master Batch Record • Complex Rules used to determine which watermark to display • Multiple page sizes 42
  43. 43. Dynamic Properties: Client Example 43
  44. 44. PDF Aqua Alternative • PDF Aqua Issues – Own Servers – Difficult Support – License Fees – Long term concern about development • Software Alternatives – Multiple consulting firms developing – Open Source PDF Manipulation with iText – TSG has implemented Open Overlay at J&J, APP and Astellas – Software and Demo on our website Demo 44
  45. 45. Trends affecting ECM • Big get bigger – Documentum bought by EMC and dominate within the industry – IBM buys FileNet – Niche Players (Novasoft, OpenText) fading • Sharepoint and SAP – Microsoft is a major player – SAP is other that we see in this area – Minimal concern regarding Oracle/Stellant • Extranet options – To support both remote workforces as well as third-party relationships • Open Source – Could be the disruptor, as add-ons to other repositories or as the repository itself • Minimal internal IT development efforts – Looking for configurable COTS approach or outside vendors (outsource) 45
  46. 46. Software Selection • Requirements Gathering – Develop list of requirements – Develop weighting for requirements • % based rather than point system • Let the data lead the group to the solution • Scoring – Review potential solutions – Work with users on weightings – Entire Group should agree on weightings 46
  47. 47. Software Selection: Example – Novasoft versus Documentum 47
  48. 48. Best Practice - Content Management Software Selection • Items To Focus On – Future Vision – Ability to fulfill their vision – Back End Architecture – how will the application be constructed? • Items of Less Importance – Look and feel of current interface – Specific functionality requirements • Key - HOW YOU USE THE DATA – Don’t let seasoned sales reps and a sharp interface influence your decision • Interface will change over time • Interface was least important for Abbott Diagnostic 48
  49. 49. Questions/Follow Up • Dave Giordano – 312-372-7777 x221 – • Ellen Ryan – 312-372-7777 x256 – 49