ECM in WebCenter Content @SVB:Lessons learned in SVBdocs

Michel Vercruijsse

ECM @ SVB 1

WebCenter Developer, Sociale Verzekeringsbank

Woensdag 28 september 2016

Lessons learned in SVBdocs

Agenda

1. Introduction

2. Why ECM, why SVBdocs?

3. Approach

4. Lessons learned, our pitfalls

5. Q & A

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Who am I?

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About SVB

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• SVB or Social Insurance Bank has 110 years of history (Semi-government)

• Currently 15 regulations in social security (5M clients,18M people in database)

• Handles € 34 B annually• 3500 employees in 10

offices (300 IT staff).

Problems SVB faced

• Unable to find documents users are searching for (+7 miljoen)

• Quality of documents below standards– Authorization unclear, lot of time and effort to grant/deny access to users

– A lot of redundancy: multiple copies of files spread everywhere

– No version control

– No ability to audit

– Clean-up is manual: not time efficient!

• Non-compliant with Dutch law and internal regulations

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What’s in it for the users?

• Situation at the time: network drive (“I-schijf”) and DECOS

• More digital, less paper

• Organization not ‘in control’ of documents for secundaryprocesses

• Give more control to the users themselves

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Project goals

According to Project Initiation Document:

• Compliancy with business demands (authorisation structure, security, version control, search)

• Compliancy with Dutch law: “Archiefwet” (mostly deals withrecords management)

And to get there we also had to:

• Use the already present Oracle components at SVB, reusing as much existing infrastructure and licensing as possible (the intranet)

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And deliverables…

• Working Document Management System (DMS) / Record Management Application (RMA)

• Work processes in place, adjusted where needed

• End-user support

• Functional and application management in place

• Implementation plan for further rollout in company

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Not in scope

• Migrating existing content

• Management of paper and offline archive (physical records)

• Specific soft- and hardware needed to present different types of content such as audio, video and other forms of multimedia.

• Implementation of automated scanning

• Connecting other existing systems to SVBdocs

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Chosen solution

• Replace existing systems with WebCenter Content 11g

• Introduction of ‘dossiers’

• WebCenter Content: Records (adapter) for Records Management

• WebCenter Portal for end-users

• WebCenter Content: Desktop for end-users… although with limitations

• No new (ADF) Content UI, for the time being.

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Short demo (by slides…)

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WebCenter Content

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WebCenter Content

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WebCenter Portal

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Desktop Integration

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Hoe did we do this?

• Agile

• Entire concept revolves around Dossiers, so a customcomponent (DossierComponent)

• Records Management

• Project considerations

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What is a Dossier?

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DossierComponent

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Customization in Portal

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Classification App

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Classification App

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What were the technical pitfalls?

• Standard product without matching organisational processes

• Implementing Agile/Scrum

• URM is an “unknown product”

• Records Component VS Records Adapter

• Portal VS Content UI (customization?)

• Developers should be less eager to build!

• Two content servers: one portal

• Building two applications at the same time instead of focusing on one

• Bigger focus on DIS

• No customization for DIS

• Customization in WCC might cause problems when patching

• Bugs that lead to Service Requests or sometimes Enhancement Requests

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And what were the organisational pitfalls?

• Constant changes in team

• SVB was unexperienced in implementing DMS of this magnitude

• Mix internal/external consultants: wrong focus

• Parameters of project changed during and after its course

• Users need to be guided into this

• User support needs to be of a high standard: users expect this

• Managing expectations!

• What are end-user benefits?

• Not enough top-down support

• Extra functionalities expected which were not in scope of project

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And now?

• Digital meetings

• Electronic/digital signature

• Workflows

• 12C

• Cloud

• Mobile

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Questions?

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