Best Practices in Government
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Streamlining Operations While Providing Higher-Quality Constituent Services with eSignature. Joint webinar presented by Sharon Hayes and Shadrach White.
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Best Practices in Government
- 1. Best Practices in Government: Streamlining Operations While Providing Higher-Quality Constituent Services with eSignature
- 2. Speakers Sharon Hayes Director, Public Sector, DocuSign Shadrach White CEO, cloudPWR
- 3. Agenda Introductions DocuSign Overview Three Use cases from the State of Washington Procurement Permitting Liquor control board 3
- 4. DocuSign Trust Foundation Available Secure Configurable Enforceable Global Open Web&MobileApplications Administration&Control DocuSign Core Services TransactionRooms DocuSignIntegrationFramework WorkflowDataDocuments Prepare Authentication ServicesSignatures Execute Reporting RetentionCompliance Manage DocuSign Digital Transaction Management Platform Users Systems DOCUSIGN CONFIDENTIAL 4
- 5. More Sample Use Cases DOCUSIGN CONFIDENTIAL 5 • Procurement – State of Washington • Permitting – State of Washington • Liquor Control Board – State of Washington • Office of State Controller – State of North Carolina • Department of Managed Health Care - State of California • Leasing Agreements - State of Washington • Guardian paperwork –Juvenile Court, State of Washington • Inter-City Agency Agreements – Several • Human Services – City of Seattle • Contractor Bids – Several State and City • Indeterminate Sentence Review Board – State of Washington • Search warrants signed by Police Officers and Judges • Private K-12 new students sign up - CalPac • On-board medical interns for School of Medicine at State Universities -CA • Sign up patients for on-line therapy sessions at State Universities -CA • Healthcare forms for Quarantine Plans, Disease Control Plans - County Public Health Departments • Vendor Contracts - Colorado • Professional Services Agreements for the City • Warrants and Affidavits signed by judges – State of Arizona • Vendor Agreements - Children & Family Services
- 7. Complexity Simplified. cloudPWR • Headquarters in Seattle, WA. • Cloud Enablement for the Public Sector • AIRLIFT® Integration Tools • DocuSign | Box | GoogleApps | Office365
- 8. Complexity Simplified. Office Documents • The PC revolution was a boom to office productivity. • It gave everyone the power to easily create content. • Printing is one of the single most expensive back office activities. • Document scanning is used to digitize printed documents. PC Print ScanIndex Store
- 9. Complexity Simplified. Business Process • Digital Transaction Management • Moving transactions from person to person seamlessly • Providing access to every transaction at the mobile end point • Eliminate printing, scanning and document indexing
- 10. Complexity Simplified. Signature • Print + Sign + Deliver + Copy + Store = a cost of time, natural resources and money. • Wet signatures are wasteful and unnecessary. • Electronic forms and signatures provide an alternative that is efficient and cost effective. • Change is necessary for progress and sustainability.
- 11. Complexity Simplified. What if you could… • Provide access to a transaction 24.7.365 • Collect usable data w/o the cost of key data entry • Automate record keeping • Eliminate paper handling • Initiate and complete forms w/o printing, scanning or indexing
- 12. Complexity Simplified. Washington State Complex Single form Simple Fully Integrated
- 13. Complexity Simplified. Agreements & Certificates • RFP Confidentiality Agreement • Asset Transfer • License Processing • Certificates of Completion
- 14. RFP Evaluation
- 15. Asset Transfer
- 16. Complexity Simplified. Licensing & Permitting • Applications for a license or permitting for operations, building or distribution are commonplace. • Applications are typically handwritten and submitted manually. • After submission they are scanned, indexed, routed for approval and finally archived. • Information on the applications are keyed into systems of record, in some cases multiple times.
- 17. Complexity Simplified. Old Process Applicant(s) Workflow Process LS3 Signed Forms Image Index Letters B L S Record BLS Feed Search Completed Apps Enforcement Search & Route
- 18. New Process Applicant(s) Workflow Process LS3 Search & Route Scan Operator Signed Forms Image Index Letters B L S Record BLS Feed Search Completed Apps Enforcement Firewall Auto Import HTTPS High Level Operations 1. BLS Download Creates Record 2. LS3 Sends DocuSign Form Package • Corp, LLC, Sole Prop. 3. LS3 Sends Individual Form(s) • Criminal History / Financial Background 4. Applicant(s) completes form(s) electronically or prints / signs / mail 5. Scan Operator scans incoming paper forms & verifies indexes • Criminal History / Financial Background 6. LS3 processes application by accessing iSeries and Oracle 7. Enforcement can search completed application System Components • DocuSign eSignature • Oracle Image • Oracle Process • Kofax Capture • Auto Import
- 20. Complexity Simplified. System of Record
- 24. Complexity Simplified. Connect • DocuSign provides an extensive application programming interface (API) and other methods to integrate existing applications. • AIRLIFT® connects DocuSign with existing systems of record. • All data that is entered, the time/date and location of completion is accessible. • Data can be validated, used for automation and provides a wealth of information for analytics and metrics reporting.
- 27. How DocuSign Enables Identity: DocuSign Authentication Levels Authentication Options Certificate of Authentication 27 Electronic Notary Digital Certificates Phone Authentication ID Check DocuSign Credentials Access Code / SMS Code Email Validation
- 28. Complexity Simplified. Design Considerations • Document Tattoo • Required Fields • Formulas and special characters • Templates • PowerForms
- 29. Complexity Simplified. Return on Investment • AIRLIFT® Forms | eSignature Processing • 114 Days Live • 2670 DocuSign Envelopes Completed • 13,350 Forms Processed w/o manual intervention • 333,750 Pages Automatically Injected into Workflow Manual paper handling cost $2 per page Savings of $667,500
- 31. About DocuSign DOCUSIGN CONFIDENTIAL31 Vision Empower organizations to “keep business digital.” Leader in Market Share Leader Among Analysts Leader in Users #1 eSignature Takes Off #1 eSignature Wave #1 eSignature Solutions
- 32. Thank You. DOCUSIGN CONFIDENTIAL 32 Contact DocuSign •Call us at 877-720-2040 •Email us at Webinar@DocuSign.com •Visit us at www.DocuSign.com Contact cloudPWR •Call us at 877-303-3869 •Email us at info@cloudPWR.com •Visit us at www.cloudPWR.com
Editor's Notes
- Need a photo of
- This shows DocuSign’s Digital Transaction Management Platform. Many of the elements may look familiar to long-time DocuSign users, including the DocuSign core services consisting of preparation, execution, and management steps around the digital transaction; the ability to integrate with CRM, ERP, HRM, and other critical business systems; and the ability to interact with customers, partners, suppliers, and other audiences. Some of the new elements of this slide include the DocuSign Trust Foundation – DocuSign is implementing its solutions using bank-grade security and carrier-grade availability, ensuring that your critical information is save and secure, and always available. It is ensuring enforceability of eSignature and working to ensure it is the global standard, all on an open source foundation.Another new element is the administration and control module, enabling you the tools to manage and monitor your business transactions being conducted on the DTM platform. By managing your transactions digitally you have much better visibility and control compared to legacy methods of conducting them. There are also transaction rooms, providing the “virtual areas” that customers, suppliers, and prospects require to engage with each other.
- Thank you Sharon and welcome everyone joining us today.cloudPWR was founded to address the needs of organizations that are considering, planning and making the move to SaaS based business solutions.We have a strong focus on helping government entities successfully migrate or integrate existing systems with powerful platforms like DocuSignOur software design and development teams are experts at integrating DocuSign and we have developed AIRLIFT to provide a repeatable method for accomplishing integration with existing systems of record.We also specialize in deploying and integrating other cloud platforms like Box, GoogleApps and Office365.Next Slide
- The PC gives us access to line of business systems to process or find transactional information, communicate with each other, access the internet and create content using Microsoft Office.The volume of content being created, duplicated and printed for distribution is staggering, IDC forecasts we’ll produce 40 zetabytes of electronic content by 2020, that is 40 trillion GB.The content that exists to collect form based information and signatures for approval is often scanned back to digital form.In your organization you most likely have multi-function printers, document scanners and access to a document or enterprise content management system.The costs associated with printing and scanning paper are high and it causes a negative impact from an environmental standpoint.The bigger problem is all the data that is locked in a dumb image that requires expensive OCR technology to extract.Next slide
- At cloudPWR we see DocuSign as a next generation solution to the client-server content management and document imaging technology of the 80’s and 90’sAs Sharon touched on in her opening remarks DocuSign is a Digital Transaction Management platform.In most ECM or document management applications you continue to find a high degree of paper processing.During this presentation we will show you examples of how you can maintain the transaction as a completely digital process.The outcomes are substantial savings and increased productivity by vastly reduce printing, scanning, indexing by key data entry.We will discuss the ability and power you have to work mobile, leverage existing content management systems and fully unlock the data that is stored, largely unusable, in an image file.Next slide
- “The pen is indeed mightier than the sword” – but it is not the pen that is mighty, it is the authority that a signature on any binding document provides.The pen is useful but pales in comparison to the power of a mobile, internet connected device.Wet Signatures are often still ‘required’ in duplicate or triplicate primarily because of the 7 worst words in business ‘We have always done it this way”In order for us to enable mobility, increase the velocity of transactions and decrease operational costs we must embrace a change in work process and habits.Next Slide
- All this is possible with DocuSign. Transform your outbound and inbound processes by migrating your PDF and paper forms to smart, digital forms.They can provide automatic auditing, workflow routing and real time visibility into the actions of every person involved.When integrated with existing systems of record, they can reduce the volume in your mailroom, eliminate document scanning prep, etc.Next slide
- In order to give you some examples of how DocuSign is being used we will look at 2 types of use cases. First we will show some simple forms that should give you some ideas of how to get started. Then we will go into a much more complex example and show you how a highly regulated process can be initiated using DocuSign.First a little background:In November of 2012 the voters of the State of Washington approved an initiative to legalize growing and selling marijuana for recreational use. The state Liquor Control Board (WSLCB) was given the job of managing the expected onslaught of applications. The agency had to recruit and train a new licensing unit, draft rules and implement systems to manage the application process.The law gave the State broad authority in how to implement what many saw as a controversial public mandate. Because of potential issues with the US DOJ, existing Medical Dispensaries and the high profile nature of the press coverage the LCB sought an independent consultant to help draft the rules and regulations that would be used to implement I502.Next slide
- The examples we will look at today areNDA - Inorder to facilitate the sharing or disclosure of sensitive information, agreements need to reviewed, accepted and signed to enforce confidentiality. This can occur during many aspects of governance regardless of agency. The documents are typically general in nature and used frequently with little alteration, normally you would only update the duration, subject matter and parties of record.Asset Transfer – when desks and computer equipment are distributed, moved or collected during employee onboarding, office moves or exit a form is often used to document the movement of inventory.License Processing – This is a highly complex use case that involves over 23 different unique forms and over 2300 custom fields.Next slide
- Before the any application was processed the agency published an RFP to hire a consultant to help draft the rules for I50252 Vendors responded to the RFP, there were several evaluators on the selection committee from various agencies.As part of the process of certifying the RFP process and making sure that state procurement rules were followed DocuSign was used to certify all evaluations.On the left you see the original template and on the right you see a completed form.This is a great example of a simple form that is implement using the PowerForm feature of DocuSign.The form is accessed using a Hyperlink, two factor authentication is enabled to provide security and the final form is stored for compliance with records management and potential public records request.Next slide
- Prior to moving equipment or furniture an asset must be tracked in an inventory control system.An transfer form initiates the process by requiring both the current assigned asset user to the new user or back to inventory.This can happen during onboarding, employee exit or when equipment is transferred to another user or surplused.The form on the left shows the design process of creating a DocuSign Template and the form on the right is in process.Several drop down fields are pre-populated with current location and destinations. The person receiving the asset simply signs and accepts the transfer and the document is retained for administrative auditing purposes.Next slide
- In the next series of slides we will discuss how a document imaging based process is used for processing Liquor License Applications.Then we will show you how the process was improved with DocuSign.Next slide
- As with most legacy ECM or document management systems the primary method for getting documents stored is to centralize a scanning operation that prepares documents by removing staples, flattening pages and placing barcode or patchcode separator sheets between sets of documents or transactions.These are then batch scanned, indexed either manually or using a database lookup. In some cases expensive OCR software can be used to further automate the indexing process.The batches of scanned documents are then released to the back end document management system and placed in a workflow routing queue.This used to be sold as a ‘paperless’ process, but it was really just a paper conversion process and in the end you only get pictures of documents without all the valuable data locked in pixels.Next Slide
- In order to leverage the software components already in place at the State we decided to eliminate the scanning and data entry and go truly paperless with DocuSignInstead of an applicant downloading a set of PDF documents or filling out paper forms we send them a secure DocuSign envelope with all the required forms.The applicant completes the envelope and the documents are automatically added to the Oracle workflow system.All fields are actual data that can be leveraged for analytics reporting and metrics. This is far better than a picture of a document.Next Slide
- The screenshot shows the live desktop that is used by each license investigator during the application licensing process.On the left screen is AIRLIFT which is used to send envelopes that contain very dense prebuilt DocuSign form templates.On the right screen is the primary System of record.AIRLIFT is used to integrate the systems together to create a seamless process.Next Slide
- The line of business systems, or system of record, used to process licensing applications is a mix of document management, workflow and legacy iSeries M/F greenscreens.We focused most of our integration attention on the document management system of record, which is Oracle IPM.This live diagram shows the workflow process as it was prototyped, the production process is slightly more complex but the overall approach to work processing remains the same.This system is the system of record and is used for all long term archival, data collection, workflow and records management processes.Additional considerations that are important are being able to access documents and data for Public Records Requests and Litigation Discovery Support.Next Slide
- The form shown is one of many forms that an applicant must fill out as part of the licensing process.The density of the form is substantial and stands in contrast to the more simple examples where only a few fields are filled out and the document is then signed.As a best practice we work with customers to pre-build these as reusable DocuSign Templates. It would not be practical to have someone prepare a complex form each time they needed to send it.The naming and configuration of each field is important and can be tedious if you are not familiar with the process and the downstream affects of how you implement each form.In some of the sections we are using formulas and logic that DocuSign provides to streamline the data entry process. Some of these considerations include dependency fields, adding totals and field masking.At the top of every form we designed we included 3 key fields – License Number | UBI Number | Tradename – these are extremely important downstream – We call this document tattooing Those fields are the keys we used to match incoming documents from completed envelopes to the rest of the documents in the Oracle workflow and document management system.Next Slide
- Now that we have shown the complexity of the forms used in an outbound DocuSign envelope might agree that simplifying the process is important.We would agree, in the first few days of rolling out the pilot for beta it was clear we were asking users to do way to much.You have to remember these were mostly new employees and they were learning regulations and rules about an industry that didn’t exist before I502They were learning how to use an old iSeries green screen, Oracle Workflow and DocuSign. It was too much.So we decided to implement AIRLIFT, as you can see on the screen we embedded a button in the Oracle screen.When this button is clicked the LICENSE NUMBER, UBI NUMBER AND TRADENAME and APPLICANT EMAIL are pushed to AIRLIFTNext slide
- AIRLIFT simplifies the process of preparing and sending an envelope to an applicant.First a user is authenticated using DocuSign credentials, then the envelope information is populated on the right hand side from the system of record, in this case Oracle.A user then selects from a list of DocuSign templates that they are granted access to using a DocuSign group policy.--Then all the user does is click ‘SEND NOW’The web interface is responsive in design as shown in the last screenshot to provide access on any screen size.Next Slide
- DocuSign connect sends completed envelopes directly to AIRLIFT – 24HRS A DAY, SEVEN DAYS A WEEK, 365 DAYS A YEARAIRLIFT parses the envelope data that is received and creates a text based command file that is recognized by Oracle.Although we have redacted this file it is important for you to see on the left the key fields we rely on for matching – LICENSE NUMBER, UBI NUMBER, TRADENAME.You also see the name of the DocuSign Template that is used for the Document name as its automatically filed into Oracle.On the right you see a list of the documents, note that some of these documents are very large. DocuSign handles attachments and large files very easily and with excellent performance.With the command file and the corresponding electronic files we have all we need to process everything without scanning, indexing or any manual human intervention.Next Slide
- This PDF document shows the key fields at the top that AIRLIFT embeds as a Document Tattoo on every form included in the envelope sent to the applicant.These fields are embedded data and cannot be altered by the applicant, as I stated they are very important for matching purposes.At the bottom of the page you see the DocuSign electronic signature and date.All forms are received back in this manner, along with a Certificate of Completion that shows a complete audit trail of the entire transaction.Next slide
- DocuSign leads the field in helping you securely and efficiently identify who clicked on “I agree”. We do this two ways: 1) we have a host of methods to Authenticate a signing party, from as simple as enforcing a party to have access to their email to witnessed “in person” signing. And 2) what really makes DocuSign powerful is that we include a tamper evident Certificate of Authentication with every transaction that tracks everywhere a document has been, what actions have been taken upon it, when every event along the way has occurred and where the event has occurred.Next Slide
- $2 per page is very conservative, depending on the type of document, labor rates, transportation, duplication and records management practices the per page costs could be as high as $12. This would result in an ROI calculation of over $4M
- No project is successful without a great team.The photo on the left shows some of the very talented and dedicated State of Washington team that implemented I502The photo on the right shows the cloudPWR team that consulted, designed and deployed the solution we have shown today.Thanks and with that I will hand it back over to Sharon.Next Slide