Rendering Enterprise Content Management Strategies Operational

Case Study - City of Ottawa Rendering Enterprise Content Management Strategies Operational Stephen Murray: Manager, Information Management Brenda Kallio: Program Manager, IM Program Development

Outline of Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ECM LANDSCAPE The Shift The Driver And The Goal

The Shift ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Driver: Service Delivery Transformation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Goal: ECM Target Service Architecture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ECM Target Service Architecture Consumer Contributor No Review Services Participation, Wikis, Blogs Retention Mgt Records Mgt WCM Microsoft Office Personal Drives Repository Document Mgt Search Engine Processes BI Tools Email Information Sharing Services Disposition Services Authoring Services Declaration Services Publish Services Version & Approval Services Yes Find & Retrieval Services

A Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Eight Support Concepts Achieving the Goal

1. Start – Process and Technology Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

2. Explore – Enterprise Problem Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Example: Reduce Reliance on Shared Network Folders ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

3. Develop Alternatives - Annual Program Lifecycle Spring Late Summer Fall Winter 2. Program Assessment 3. Resource Assessment 4. Planning 5. In Year Assessment 6. Performance Assessment 1. Strategic Assessment

4. Prioritize: ECM Investment Management Investment Priorities Spring Late Summer Fall Winter 2. Program Assessment 3. Resource Assessment 4. Planning 5. In Year Assessment 6. Performance Assessment 1. Strategic Assessment Enterprise Architecture Corporate Strategy ECM Investment Management

Example: 2009 IM Investment Plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

5. Iterate: Client-Centric Planning ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

6. Implement: Client Support Teams ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Example: Iterate and Implement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

7. Review City Business Units Classification Primaries

8. Start Again: Reducing Gaps in Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Example: Service Delivery Quality Assessment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ECM Service Support An Integrated Body of Knowledge

The ECM Shift ,[object Object],[object Object],[object Object],[object Object]

ECM Service Support ,[object Object],4. Review & Start Again 2. Develop & Resolve 3. Iterate & Implement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ECM Value Chain Client e-Services ECM Service Support Better Service Effects Synchronised, Proportionate, Appropriate, Affordable Better Service Actions Agile, improved tempo Better Decisions Superior, better informed Better Networks Robust, secure, more extensive Better Information Aggregation & Analysis Trustworthy, reliable and accurate Better Shared Understanding Shared, intra-city, inter-government, and Citizens

Agility, Flexibility and Short Time to Market Start & Explore Review & Start Again Alternatives & Resolve Iterate & Implement Triage & Issue Logs

CONCLUSION Strategic Message: To render an ECM strategy operational, information managers must create a persistent pattern of behaviour through which ECM service staff can support clients to achieve business objectives

Stephen Murray Manager Information Management City of Ottawa 613-580-2424 Ext 15222 [email_address] Brenda Kallio Program Manager IM Program Development City of Ottawa 613-580-2424 Ext 28485 [email_address] Questions?

Rendering Enterprise Content Management Strategies Operational

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Rendering Enterprise Content Management Strategies Operational