How to achieve an almost paperless office

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Presentation held on the European Quality Conference: Doing the right things right -
Towards a more result-oriented public sector in Europe 29-30 September 2011 Warsaw Poland

Published in: Technology, Business
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How to achieve an almost paperless office

  1. 1. How to achieve an almost paperless office Session 4.4 – Effective change management towards a result oriented organizational culture Bruno Jeurissen 29-30 September 2011 Warsaw
  2. 2. Content • Company • More than 10 years experience in going paperless – To a paperless quality management system (1999 -> present) – To a paperless administration through intranet (2005 -> present) • Lessons learned • Looking to the future
  3. 3. BELGIUM / FLANDERS WEST-VLAANDEREN OOST-VLAANDEREN VLAAMS-BRABANT VMW = stained areas in Flanders Municipalities : 170 Staff : 1500 LIMBURG
  4. 4. To a paperless quality management system (from 1999 - present) • Converting • Methods and techniques – – – – – – Conversion of existing paper documents into templates Ranking Ranking of information according to department or service Full text search Occasional use of process descriptions Final product made with WEBISO • Results and demo
  5. 5. Lessons learned with the use of Webiso • • • • Updating documents by document managers Knowledge of html required High threshold due to the nature of the program Uniform structure requires much discipline and rules Lack of documented business processes • Full text search • Webiso is a CMS focused on TQM • Need for ECM…..
  6. 6. Move does change……
  7. 7. To a paperless administration through intranet (2005 - present) • Methods and techniques – – – – – Retrieval of documents DMS and CMS implementation (3 months) – 50.000 EUR ! Uploading and structuring documents Training and phasing Final product made with OpenIMS • Results with OpenIMS
  8. 8. Content management system – CMS (1400 pages)
  9. 9. Document management system – DMS (> 110.000 documents)
  10. 10. Portal– PS personal page
  11. 11. Gradual transition ! Slow cultural change… 2011 Why not as fast as Google ? Digital mail room required Digital mailroom a whish Digital forms ? Why is the workflow not ready yet ? Can you create a workflow for me ? 2005 The training is too long ago and the knowledge is gone Introduction: end users think it’s very nice but there is no need for it
  12. 12. Lessons learned with OpenIMS (1) • General – – – – – – More valuable for the individual Less work Fewer process steps More efficient document flow Better communication More efficient e-mailing – Common goals necessary – Vision
  13. 13. Lessons learned with OpenIMS (2) • Specific CMS – Different webmasters working together – Providing top hits (phonebook, restaurant menu, yearbook, press reviews) – Using history: self controlling system – Updating pages is very easy – Direct link with DMS is a particular highlight – No knowledge of HTML required
  14. 14. Lessons learned with OpenIMS (3) • Specific – – – – – – – DMS Considered as a digital archive Slow cultural change Criticism of end users Everyone wants its all Increasing demands Impatience Google effect
  15. 15. New techniques, new problems • • • • • • • • Too much information, risk of getting lost Old habits vs new resources New filing methods Continuous adaptation to changing needs Changed objectives of end users / management Other ways of communication Rethinking paper - mail - digital - hyperlinks - cloud Digital delivered mail introduces new ways of working
  16. 16. Tips for introducing ECM successfully (1) • • • • • • • • Board of directors Software should be simple and …keep things simple Elder staff.. special attention Don’t copy old methods Everybody must know & adapt the system Guest rights Rights to edit document only obtained after training High and continuous training effort
  17. 17. Tips for introducing ECM successfully (2) • • • • • • • • Many webmasters (e.g. CMS) and not too many rules Gradual introduction Small groups with basic knowledge Own staff offer better training (feedback) Newsletters Training new staff directly at reception Only support from IT Business process management ! Rethink.
  18. 18. Forecast future developments of intranet • Improving navigation and search • More paperless working – Improving working methods – Digital mailroom – Knowledge management • Business process mapping
  19. 19. Bruno Jeurissen Vlaamse Maatschappij voor Watervoorziening (VMW) Vooruitgangstraat 189 1030 Brussel Belgium bruno.jeurissen@vmw.be http://www.vmw.be http://www.linkedin.com/in/jeurissenb Twitter : jeurissenb Tel. 0032 2 23 89 677 Mob. 0032 497 70 86 93
  20. 20. References • OpenIMS (tool for ECM) http://www.openims.com Webiso (tool for web based quality manual) http://www.webiso.be • BizAgi (free BizAgi process modeler) http://www.bizagi.com • Vlaamse Maatschappij voor Watervoorziening • http://www.vmw.be

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