[AIIM16] Digital Transformation and Process Automation

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The document discusses San Diego County's digital transformation and process automation efforts led by CIO Rolf Bishop. The county aimed to provide services anytime, anywhere, and anyhow by moving paper forms and manual processes online through a new ARCC portal. Key parts of the solution included building a SharePoint foundation, integrating imaging and data repositories, digitizing forms, and automating processes like address changes. Adoption rates increased rapidly from 20% in the first month to over 70% as the county transitioned services online without advertising the digital options initially.

Technology

Digital Transformations and
Process Automation at
San Diego County
Rolf Bishop, CIO, San Diego County

The Vision
• Access to products and services
• Anytime
• Anywhere
• Anyhow

The Problem
• Paper forms
• Manual processes
• Accessibility and submission
• Turnaround time

The Solution Vision
• ARCC Portal – My ARCC external
• My ARCC internal
– My Apps
– My Reports
– My Whatever

The Solution Strategy
• Build an infrastructure foundation – SharePoint
• Integrate an image repository – Application Xtender
• Integrate a data repository – MS SSRS
• Identify candidate forms to digitize
• Identify manual processes to automate
• Provide an integration point

The Solutions
• Forms: CoA-Res, CoA/O-Bus, HOX, FBN,
Parent/Child, Appeals Application
• Processes: Marine Canvass, Aircraft Canvass,
Business Canvass – integration to IPTS
• Business efficiencies/BI apps

Change of Address
• Challenges
– Business process
– Online form / Digital sigs integration
– Backend process automation

Adoption
• Strong Executive and stakeholders support
• No advertising – provided both options initially
• First month – 20%
• Second month – 35%
• Third month - 48%
• Fourth month – 61%
• Settled at 73%

Q&A
• Strategy/Implementation – Rolf
• Digital Signatures – Paige Adams

Rolf Bishop
Chief Information Officer
Assessor/Recorder/County Clerk
Office of Ernest J. Dronenburg, Jr.
County of San Diego
1600 Pacific Hwy, Suite 110
San Diego, CA 92101
Rolf.Bishop@sdcounty.ca.gov
(619) 685-2406 ( Office)
(858) 382-5249 ( Mobile)

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