Looking back to the origin of the "Paperless Office" the focus was on filing and most of the solutions available at that time (~1980) reflected the filing cabinet paradigm. And although many business communications and processes are now 'born digital', paper can still enter an organization. I do not believe that a paperless office is devoid of paper but i do believe that where ever possible, business processes should be paperless.
Good afternoon everyone. Dear ladies and gentlemen, dear colleagues Let me first of all introduce myself. My name is Bruno Jeurissen. I’m working in het Flemish Waterworks Company as head of the department business information. On the agenda is the following. First I will very shortly present my company and then I will present you 10 years of experience with paperless working. Actually paperless working was not the first goal of a project but it gradually evolved throughout the years. Then I will tell about lessons learned and I will present you my vision on future developments. If I have enough time and if there are no technical problems I will go live to show you our working system thanks to a VPN-connection. Remark: Perhaps important to note that the IT applications within the company were standardized on Apple until we stepped over to Windows three years ago. Before applications needed to be compatible to Apple. IT Park (1998 Apple -> 2008 Windows)
The Flemish Water Works Company (VMW) is Supplier of drinking water for individuals, schools and businesses Partner for water reuse and customer specific solutions for businesses Partner for sewage and wastewater management services tailored to cities and towns The most visible element of our company in the landscape are the water towers. The area Our company works in is situated in Flanders (Belgium) About 1,500 people work in our company I am the head of the department business information which is active in various business areas. Information and Knowledge Management ECM : enterprise content management (CMS, DMS en PMS) The department is active in various business areas Information processing Surveys and statistics - Marketing Benchmark Policy price of drinking water Controlling cost of mailing Quality Management Business process management Quality management (Webiso) Paperless Office Business process management Quality management (Webiso) International contacts IWA Klant en markt (NL) International benchmark ---------------------------------------------------------------------------------------------------------------------------- The “Vlaamse Maatschappij voor Watervoorziening” (Flemish Water Company) is the largest water company in Flanders (Belgium). Almost 1,500 employees make sure that water is delivered to 170 towns via a network of over 30,000 kilometres of pipelines. As such, VMW serves 2.6 million customers and hundreds of companies.
The VMW also exchanges substantial quantities of drinking water with other water companies. VMW has 71 groundwater winnings and 6 surface water winnings for a total production of 137 million m³ or 142 billions of litres of water in 2010. To achieve that result, the VMW is continuously investing in maintaining and innovating its technical infrastructure.
Our Mission: Durable Water Management
The VMW is an autonomous Flemish water company offering products and services for the complete water chain. Our historic mission – i.e. the delivery of high quality drinking water at an acceptable price – is still standing today. In addition, we apply a durable recycling approach for an economically and ecologically sound management of all links in that water chain: rainwater, ground and surface water, drinking water, process water and waste water.
We realise our mission through a diverse range of water chain services. Quality and efficiency are our main concerns. Our offer is centred on the demands and needs of the customer. Our services include all aspects of the water cycle:
we guarantee high quality water supply; we organise efficient waste water management; we develop durable forms of water chain management.
VMW: An Integral Water Chain Company
During the past years, changes in the expectations of our customers have revolutionized our services. It is no longer enough to offer a standard package of services. We have become a company that develops specific solutions for the individual desires and needs of the customer. We have almost 100 years of experience in and advanced technological knowledge of the water sector. We have used these assets to transform VMW into a customer-oriented organisation that practices active customer management. Today, we offer our water consumption test to companies and authorities and we help them develop legionella containment plans. We elaborate offers for the management of municipal sewage networks and we supply more and more different types of water to the industry.
When we started in 1999 with manually digitizing paper documents to build a web based quality manual every document was in a filing cabinet of someone and nobody could find his way in procedures and instructions that ware scattered throughout the whole company.
In nature it can be very easy for animals to look all in the same direction, just look at the gulls at this lake. To get everyone's nose in the same direction, more is needed than just implementing an IT solution.
Converting a paper to a paperless quality management system In the year 1999 our CEO wanted the VMW being certified for an environmental managing system according to the ISO 14000 standards. Because we needed to draw up procedures and instructions for environmental care with versioning so that they could be audited. We have chosen Webiso as application. But only one year later the board of directors focused on quality instead of environmental care. The result of this decision were 6 quality manuals, one for each part of the company and one for the accredited laboratory. In those manuals environmental care, quality management and safety were integrated and visually indicated by the use of colors and icons. The manuals are completely web based and are characterized by full text search, versioning and workflow. 1998 introducing ISO 14001 – ENVIRONMENTAL MANAGEMENT 1999 - 2000 Life project ISO & EMAS Need to draw up procedures and instructions for environmental care Versioning and paperless quality manualwith WEBISO (only 1 not modifiable workflow)
In the next slide you’ll see an example of a procedure. On the left hand you see a procedure with colored icons who represent an environmental or safety aspect. They are needed to get’s the readers attraction. Texts are ranked by building and/or department. On the right hand side you see an example of the output of full text search ordered by an intelligent ranking system . If someone wants to see it live I will show it life afterwards.
WEBISO is a CMS focused on TQM Contra To build the first version of the manuals, paper documents were manually scanned with OCR. Maintenance of the system by well trained “document managers”. Basic knowledge of html is required and dealing with figures is more difficult than copying and pasting figures in a text editor like Word. Therefore there is a high threshold due to the nature of the program. Uniform building requires much discipline and rules. Although business processes could be and are actually coupled at documents the lack of well documented business processes is a never ending story. Pro Full text search works well on complete and incomplete words The longer people worked with OpenIms the more confused they are that this system is different from a documents management system. People want a simple DMS to upload and to download documents independently from others from which they must ask for help. Using Webiso gradually increased the need for a CMS and a DMS (intranet). If someone needs something changes will be more easily accepted.
Last year (october 2010) we moved from an office with nine floors to a new and smaller office with four floors. A landscape office took the place of separate offices. Everyone was allocated less space and fewer filing cabinets. Every person has only one flexible work place to work and one personal cabinet. Because of this concept, in 2008 the project “business information flows" was started up and the word “paperless” was introduced. This project stimulated working paperless but also rethinking ways of working and teleworking. As the organization evolved the DMS , once a “gadget”, became now a an essential tool to succeed in the changed business objectives as they changed over time. Recently (2011) a digital mailroom and portal (PS) were added to fit individual needs.
2005: Intranet with DMS and CMS 2010 : BPMS (electronic form management) and Digital mail room 2011 : Portal An external consultant suggested that we should purchase a DMS as a substitute (or a backup) for webiso on that moment in serious (financial) trouble. On the internet we found a very simple and affordable system called OpenIMS. The number of workflows is unlimited and programming is completely web based without programming. Out of the box the system was directly usable and our programmers liked the components they could simply modify or program in pHp. Open Information Management Server (OpenIMS) is a web server based solution which can be used for managing and maintaining unstructured information such as documents, letters, faxes, minutes, drawings, e-mail, internet content and intranet content, within every organization. In fact OpenIMS is an Enterprise Content Management (ECM) solution that combines Web Content Management, Document Management and Workflow into a single web-enabled application. OpenIMS can be used to streamline processes and share electronic information between people and businesses. OpenIMS consists of five server based products. These are: Portal Server (PS), Document Management Server (DMS), Content Management Server (CMS), Business Process Management Server (BPMS) and E-mail Management Server (EMS). Because the product was very cheap also a CMS was bought at the same time. Important document flows (texts for Board & CEO) were delivered. ------------------------------------------------------------------------------------------------------------------- Let’s continue with a live online demonstration of the ECM.
Demo PS Open portal CMS Go toCMS Build a page Show page with link toDMS DMS Go to DMS Build a folder Upload or make a new document Upload something Place document in folder ‘intranet’ Link between CMS- DMS Show link between CMS en DMS Back to DMS Ask approval Look at history Replace document Mail document Download Select and download document
The philosophy behind OpenIMS is using Open Standards, a friendly user interface, compatible with many standard office solutions (Microsoft Office, drawing and design packages such as AutoCad, e-mail systems such as Outlook) and a scalable and stable solution based on Open Source technology.OpenIMS is simple to use, easy to learn, fast to implement, has powerful functionality and has a good performance at low hardware requirements. OpenIMS has a technical separation between the product specific functionality (the core) and customization for customers. This means that new release can be implemented without the need to rework the customization. ------------------------------------------------------------------------------------------------------------------------------------------------------------- Looking back to the origin of the "Paperless Office" the focus was on filing and most of the solutions available at that time (~1980) reflected the filing cabinet paradigm. And although many business communications & processes are now 'born digital', paper can still enter an organization. I do not believe that a paperless office is devoid of paper but i do believe that where ever possible, business processes should be paperless. Why you might ask; paper is a burden to any process that requires multiple tasks to complete and since the information carried by the document is (likely) business critical, loosing that document will have an economic impact on that company. A digital workflow fixes that and fits neatly into a digital filing/archive solution. ----- For the most of our staff the system is looked on (considered as) a server.
The portal introduced last month is intented to fulfill individual needs of information management. Portal looks a little bit like iGoogle.
In this slide you wil see that nearly every minute one or more documents are added or changed. For this moment more than 100000
And as the case with Webiso the more people use the system the more people change their business objectives. In the beginning they did not want it. There were a only few believers. This changed drastically when the CEO decided to go complete paperless for decisions he or the board of directors had to take. If you look at the figure which represents the total number of documents in the system you can see an exponential increase of the size of the DMS. Problem : end users relate everything to Google and are never completely satisfied.
In general we have very good experience with the introduction of an ECM (DMS+CMS + PS) as a tool for sorting out, ranking and finding documents. Gradually people are evolving form saving documents on a server with the peace of mind that you can always check the history. Thanks to the fact that very documents has is own unique URL the way we mail information to each other changed from mailing. Communication became extra fast. Thanks to analyzing workflows some processes are completely rebuild for example the process of creating notes for the board. the time needed for a decision was reduced from one month to several days or hours. Reporting on those decisions became also flexible. The members of the board can now consult at home their texts and in principle the workflow is completely paperless. ------------------------------------------ Extra info abut OpenIMS Open Information Management Server (OpenIMS) is a webserver based solution which can be used for managing and maintaining unstructured information such as documents, letters, faxes, minutes, drawings, e-mail, internet content and intranet content, within every organisation.In fact OpenIMS is an Enterprise Content Management (ECM) solution that combines Web Content Management, Document Management and Workflow into a single web-enabled application. OpenIMS can be used to streamline processes and share electronic information between people and businesses.
In the CMS we took a very low entry threshold and a short training. Learning to build a page for intranet only needs maximum 15 minutes. As a result we have many webmasters continuously updating and building their own pages. In the CMS workflow is also build in that way you can get help or receive approval. Because each page has its own history trail, the system and people are self-monitoring. With a simple module like [[[files: ]]] followed by the unique number of a folder a link is established between the CMS and the DMS. In this way information in the DMS is simply reused as web content. Unlike Webiso no knowledge of HTML is required which makes it very easy and very fast to build and update a webpage. You can make as many workflows as needed.
full text searching versioning additional use of workflows at DMS knowledge management other works (eg. teleworking) working paperless speed sending e-mail without attachments with hyperlinks different and less filing collaboration
Some persons have resisted to use the DMS and refused to use it. For some persons it’s hard to imagine going paperless. It is taken (very) seriously by the general manager to use the DMS for writing the CEO notes.
Tempo of changes is (too) high. Do not overwhelm end users with possibilities. Slow down. Everybody has visiting guest rights but rights to edit documents can only be obtained after training.
The usual working methods must repeatedly be in question Having a clearly defined and documented Business Process for each area is extremely important. It will either be performed prior to choosing a DMS or prior to implementing a DMS. No matter how simple you think the process might be, it must still be documented. By documenting, you will know that you have a sucessfull implementation of the DMS. You should either do this or hire a person like a Business Analist or someone that has done this before to document your BPM.When you decide to make changes to the workflow it will be easier for you to know where it needs to be changed.
Forecast future developments Intranet Improve navigation and opportunities to search Business Dictionary: digital guide New search engine Google search ? Search engine for servers ? More paperless work Improving working methods Introduction BizAgi Having a clearly defined and documented Business Process for each area is extremely important. It will either be performed prior to choosing a DMS or prior to implementing a DMS. No matter how simple you think the process might be, it must still be documented. By documenting, you will know that you have a sucessfull implementation of the DMS. You should either do this or hire a person like a Business Analist or someone that has done this before to document your BPM.When you decide to make changes to the workflow it will be easier for you to know where it needs to be changed. Integration processes in DMS and WEBISO Process Mapping Think Process Paper flows discover Innovation in Administration Remembering processes using new resources Conditions to succeed Digital mailroom Improved organizational knowledge management Unlike e-mail (hyperlinks) Connecting to other systems (FileMaker, Active Directory, …)
I think someone touched upon this already but we're more likely to see a paperless bathroom in our lives than a paperless office. The reason is that we've continued to focus on treating the symptoms. We have all these various sources of information coming in, with more and more paper being created and received all the time. We address this by getting the best and fastest scanners and implementing a capture workflow process of some sort, and at times scanning on the front end and letting technology handle the rest. However, most organizations never take a step back and look at the cause of the problem, which is that more and more paper is being created. Going paperless means NOT making paper, it's really that simple. So looking at electronic forms, the way faxes, emails, and electronic documents are handled, and more importantly the tools with which staff and the public capture and submit information are all important. This along with rethinking your various processes, perhaps redesigning a form you use daily, as well as just getting the staff to buy into the "change" that will be occurring all around them.
W czasie prezentacji i rozmów o spotkaniu należy podkreślać kontekst EUPAN, nazywając spotkanie „EUPAN EVent”, „the quality event in 2011”, „next quality event”, tak aby eliminować określenie „Polish quality event”, którego używają niektórzy członkowie sieci. Nie chcemy aby wydarzenie to sprowadzano do rangi krajowej konferencji, na którą zapraszamy gości z EUPAN – chcemy, aby spotkanie miało rangę konferencji eupanowskiej, organizowanej z myślą o sieci.
How to achieve an almost paperless office
How to achieve
an almost paperless office
Session 4.4 – Effective change management towards a result oriented
29-30 September 2011
• 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
BELGIUM / FLANDERS
VMW = stained areas in Flanders
Municipalities : 170
Staff : 1500
To a paperless quality management system
(from 1999 - present)
• Methods and techniques
Conversion of existing paper documents into templates
Ranking of information according to department or service
Full text search
Occasional use of process descriptions
Final product made with WEBISO
• Results and demo
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…..
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
Gradual transition ! Slow cultural change…
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 ?
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
Lessons learned with OpenIMS (1)
More valuable for the individual
Fewer process steps
More efficient document flow
More efficient e-mailing
– Common goals necessary
Lessons learned with OpenIMS (2)
• Specific CMS
– Different webmasters working together
– Providing top hits (phonebook, restaurant menu, yearbook,
– Using history: self controlling system
– Updating pages is very easy
– Direct link with DMS is a particular highlight
– No knowledge of HTML required
Lessons learned with OpenIMS (3)
Considered as a digital archive
Slow cultural change
Criticism of end users
Everyone wants its all
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
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
Rights to edit document only obtained after training
High and continuous training effort
Tips for introducing ECM successfully (2)
Many webmasters (e.g. CMS) and not too many rules
Small groups with basic knowledge
Own staff offer better training (feedback)
Training new staff directly at reception
Only support from IT
Business process management ! Rethink.
Forecast future developments of intranet
• Improving navigation and search
• More paperless working
– Improving working methods
– Digital mailroom
– Knowledge management
• Business process mapping
• OpenIMS (tool for ECM)
Webiso (tool for web based quality manual)
• BizAgi (free BizAgi process modeler)
• Vlaamse Maatschappij voor Watervoorziening