City of Denver Case Study

alfresco.com ziaconsulting.com denvergov.org case The City and County of Denver Automate Business Processes and study Improve Citizen Engagement with Zia Consulting and Alfresco SoftwareCustomer ChallengeCity and County of Denver The City and County of Denver has a population of over 600,000 people and is the 21st largest city in the United States, employingIndustry more than 10,000 people with an operating budget of $1 billion.Government Like many cities, Denver’s information technology functions were previously federated within the 70+ separate agencies, with 14Solution separate document management systems —none of whichDocument Management interfaced with each other.Web Content Management In 2005, the mayor created a centralized IT group called Technology Services to provide a unified technology strategy for the city whileProducts helping to managing IT costs. The group quickly realized that it neededAlfresco Enterprise 3.3 to consolidate on one document management system that could serveEphesoft as the backbone for many document-centric business processes ResultsCMIS and applications. First and foremost, the Technology Services GroupiPhone SDK had to address Denver’s contract records system which stored all city Projected five year savings estimated at $1.5 millionOracle ESB contracts and associated financial records. This system was outdated, Improved citizen engagementPeopleSoft Financials hard to search, lacked sufficient security and needed to be Shortened the city’s contract approval time& CRM rebooted every night. Replaced Denver’s contract records system with AlfrescoZia Fresh Process With the city facing a number of fiscal pressures, technology Automated and simplified multiple business processZia Agile Development investments needed to be strategic, cost effective, easy to integrateMethodology with their existing apps of PeopleSoft and Oracle Enterprise Service Improved auditing of city contracts and financial documents Bus (ESB), robust, scalable, based on open standards and quick Developed reusable Web servicesPartner to implement. The city selected Alfresco Enterprise Content Flexible workflow process to manage document approvalsZia Consulting Management. “ Zia Consulting is a true partner! They have helped us consolidate technologies, automate key business processes, and use technology to better engage with our citizens. They have been able to deliver quick, cost effective results that provide real value to the City of Denver. With Alfresco we are able to automate business processes and easily roll out “ new applications to our users to streamline city services. Zia and Alfresco have been a winning combination for the city! — Chuck Fredrick, CIO, City of Denver

alfresco.com | The City and County of Denver | Zia Consulting ziaconsulting.com denvergov.orgSolution ConclusionIn 2009, Denver turned to a local technology firm andAlfresco Platinum Partner, Zia Consulting, to help Alfresco which allowed them to automate andimplement and support a new consolidated content streamline key business processesmanagement strategy. Together they designed a multi-phased approach to implement Alfresco and automate citizen engagement and non-urgent matters arebusiness processes without any disruption in city services. >> This is the Denver 311 app for resolved more quickly iPhone and iPad, a soon to beOver a 15 month period, two Zia consultants partnered released app on the Apple App Store. With this web service,with the Technology Services Group to implement Alfresco 311 requests can be resolved process and are not delayedand integrate it with PeopleSoft and other key applications faster while keeping the citizen who reported the item updatedusing Oracle ESB. The consultants worked for periods on the resolution. unified system that is secure and adheres toof six to 12 weeks on implementing specific projects, audit requirementsconfiguring the systems, designing workflows and user out online or through an iPhone/iPad application. Onceinterfaces, writing new web services as well as testing the submitted, a ticket is created in the CRM system and a citynew applications for roll out and performing migrations. worker is assigned to investigate. What’s NextThis approach has allowed the city’s IT services team to roll Receiving positive feedback on the new Contract Records Denver plans to continue automating other businessout new services to employees on a regular basis, increase System, the city wanted to fully automate the process for processes using the Alfresco, PeopleSoft and Oracleuser adoption and incorporate user feedback. requesting, writing and approving contracts. To do this, ESB infrastructure. Leveraging the technology usedPhase one consisted replacing Denver’s outdated contract Denver augmented Zia’s Fresh Process product, creating for the 311 application, Zia plans to extend the city’srecords system with an Alfresco application for storing and a ‘boot strap’ workflow structure in Alfresco that integrates licensing, inspection and permitting process online andmanaging approved contracts. Key to the application’s directly with PeopleSoft. Understanding that workflows can to mobile devices for both citizens and city employees.success was its integration with PeopleSoft, which has change quickly or vary from contract to contract, Zia has In addition, Zia is helping Denver further consolidate itsallowed city employees to search and view contracts directly designed the contracting workflow to be flexible without content management systems by migrating Documentumfrom PeopleSoft and see attached content metadata. creating a burden on the Technology Services Group and content to Alfresco. The city estimates that this willNext, using the CMIS content management standard, budget. The ‘boot strap’ workflow allows users to hand off same them $1.5 million over 5 years by consolidatingDenver easily wrote a web service to communicate and one workflow to another, such as an RFP workflow to a on one content management system and eliminatingmove documents between Alfresco and PeopleSoft Contract workflow once a vendor has been selected. Zia multiple licensing and maintenance costs. OtherFinancials. Within weeks, the city rolled out a new integrated built digital signatures into the application using Alfresco’s projects on the horizon include Human Services Caseprocurement process that included an Alfresco content single sign on to ensure that each step of the process had Management which will include integrating withrepository for storing, tracking and managing all retention the appropriate approvals. Ephesoft scanning and faxing technology.policies on financial documents.To improve citizen engagement, Zia made the Denver “311 service, which allows citizen’s to easily reportnon-emergency items such potholes, dogs barking or Alfresco’s support for open standards and CMIS allow Denver to easily integrate with their existing technology investments. As a result, they are able to be more strategic on future technology investments without placing a burdengraffiti, available online and through iPhone, iPad, and “ on their budget. With its cost savings and rich features, Alfresco is a compelling product for any organization lookingiPod devices. Reusing the Web services already created, to automate document-centric business processes.Zia integrated Alfresco with the city’s call center and CRMtechnology and created a metadata form that can be filled — Mike Mahon, President, Zia Consulting

City of Denver Case Study

by Alfresco Software on Jul 15, 2011

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City of Denver Case Study — Presentation Transcript