How to Implement Electronic Document Management Successfully: A Community College's Recommendations...
Transcript of How to Implement Electronic Document Management Successfully: A Community College's Recommendations...
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Implementing Electronic DocumentManagement in a Community College
Setting
Recommendationsfor Success
Chuck Zettler, Director of Information Technology ProjectManagement, Palm Beach Community College
October 29, 2008
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Overview Environment
Challenges and Objectives
Project Timeline
Conducting a Technology Needs Assessment
Project Analysis Methodology
Results Recommendations for Success
What to Look for in a Vendor
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Palm Beach Community College Serves one of the largest counties
in Florida Approximately 47,000 students Comprehensive community college Urban, multi-campus environment One hour drive b/w some campuses Two failed attempts at implementing
EDM
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Challenges
(Continued)
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Challenges 4 million mission-critical documents —
paper format only
Located in Hurricane Alley Separation of campus locations
Objectives: –
Reduce paper – Provide Web self service
– Retain some paper-based processes(Continued)
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Challenges (Continued)
Paper-based processes – Hindered services
– Made work distribution cumbersome (multiple
campuses)
– Required numerous phone calls to verify information
– Led to customer service inequities
Unstructured information (PDFs, emails, web
pages, scanned images) — not organized or managed
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Objectives
Disaster recovery (threehurricanes in two years)
Remote, simultaneousWeb access toinformation
Improved efficiency Ability to retrieve, track,
share, revise, anddistribute documentswithin / throughout allcampuses (Continued)
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Objectives (Continued)
Improved privacy measures Distribution of work via automated workflow
Quicker turnaround time for students andstaff
Reduced incidence of lost/misplaced files Enhanced student and administrative
services – Scan documents at the point of receipt
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Project Timeline
March 2004 – Formed
college-wide committee
December 2004 –RFQfor consulting services
January 2005 – Analysis
and planning contract
awarded to IMERGE
Consulting(Continued)
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Project Timeline (Continued)
October 2005 – Business
Case/Value Proposition:
Student Services November 2005 –
Financial commitment
from Board of Trustees
December 2005 – Issued
RFP for EDM system(Continued)
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Project Timeline (Continued)
November 2006 – Contract
awarded to Optical Image
Technology for implementation
of DocFinity suite
April 2007 – “Go Live”–
Registrar & Financial Aid
June 2008 – “Go Live”–
Human Resources
2009 – Accounts Payable
2010 – Academic Departments
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Conducting a Technology Needs
Assessment Identify
– Problems
– Current state – Future state
– Gap Analysis
Create roadmap tothe future
(Continued)
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Conducting a Technology Needs
Assessment (Continued) Involve stakeholders
Document your processes
Establish realistic timeline Be sensitive to effects of change
Match technology requirements to needs of
users – Point of entry scanning
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Process Analysis: Identify the following:
Desired outcome of eachflow
People involved in each
flow Decisions that affect
processes (and the peoplewho make them)
Assets needed –
Images – COLD reports – Data from other systems – Etc. (Continued)
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Process Analysis (Continued)
Identify time
constraints (for flows
or individual steps) Designate reporting
metrics
Map work distribution – Business requirements
– Business rules
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Results
Multi-Phase Implementation – Phase I: Student Services – Admissions & Registration
– Financial Aid
– Phase II: Business Services – Human Resources & Payroll
– Purchasing, Receiving and Accounts Payable
– Contracts & Reporting
– Phase III: Academics(Continued)
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Results (Continued)
Phase I – Student Services – Installed scanners college-wide
– Developed workflow applications for: – Registration & Admissions
– Financial Aid
– Year 1 –
Scanned over 500,000 documents – Went from a 4-week backlog at some campuses to 1
day turnaround college-wide(Continued)
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Student Services Scan Station
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Registrar – Transcript Workflow
XXXXXXXXX WILSON, WOODROW
XXXXXXXXX SMITH, SUSAN
XXXXXXXXX WATERS, JEFFREY
XXXXXXXXX COOLDEGE, CALVIN
XXXXXXXXX BROWN, CHARLES
XXXXXXXXX MONK, THELONEUS
XXXXXXXXX KOTULA, ERICA
XXXXXXXXX HADEN, MARTIN
XXXXXXXXX CAMPBELL, AMANDA
XXXXXXXXX THUMMA, JAMES
XXXXXXXXX SHAFFER, CHAD
XXXXXXXXX MCDERMID, FRANCES
XXXXXXXXX JONES, ERIC
XXXXXXXXX SANDERS, GRAHAM
XXXXXXXXX FELDMAN, SYLVIA
XXXXXXXXX SCHWEITZER, ALBERT
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Transcript Process Steps
XXXXXXXXXX
THOMPSON, PERRY
1
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Results (Continued)
Can meet higher volumes during peak
registration, hiring, and accounting cycles
Process information quicker, without addingadditional staff
Create process integration between structured
data and unstructured information – Financial Aid Verification
– Components can be submitted separately
(Continued)
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Results (Continued)
Reporting tools can monitor: – Student document status at any given time
– Processing levels of different campuses
Adjustments can be made to processing levels
Overall improvements: – Accurate gauge of productivity levels
– Improved work distribution
– Centralization of work activities
– Improved productivity
– Converted file rooms (Continued)
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Results (Continued)
Implemented Point of Entry
“Quick” Scanning –
Streamlines student services – Imports student information
immediately
– Reduces need for data entry
– Paper documents are: – Scanned
– Assigned a document type
– Sent to file or used to initiate a
workflow process
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Recommendations for Success:
Project Planning Plan, plan, plan
Time spent: – 85% in project analysis and
planning
– 15% in execution
Followed college- accepted
Project Methodology
Emphasized Design over Build
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Initiator/Executive Sponsor,
Project Manager & BusinessAnalysts
Project Manager,
Business Analysts &Project Team
Project Manager,
Business Analysts &Project Team
PBCC Project Management Process Steps
InitiateProject Initiation
Worksheet Completed
By Initiator & Executive
Sponsor
• Project Description
• Goals and Objectives
• Business Case
• Key Deliverables
Full Project Charter/Scope Completed
by IT PM/BA & Initiator and Approved
by Executive Sponsor & IT Director
• Project Goals and Objectives• Deliverables - Identify All In-Scope
Items
• Key Milestones with Target Dates
• Assumptions and Constraints
• Known Risks
• Success/Acceptance Criteria- How will
you measure success?
• Key Stakeholders
• Project Team Members with Roles &
Responsibilities
• Systems Affected
Screened
Ideas
PlanCreate the Project Plan -
PM/BA
• Work BreakdownStructure - Project Plan• Communications Plan• Risk Management Plan• Resource Plan
Project
Execution &
ControlManage to the ProjectPlan
• StatusReports/Minutes
• Issues/Decision Log• Change
Management Log
Close
Closeout the Project
• Document Lessons Learned
• Report Project Success
• Document "Brought Forward"
Items for Future Projects
• Release the Team
Approved
Projects
ActiveProjects
• Annual IT Project Roadmap
• IT Management Project Status Meetings
• Monthly Status Update Meetings with Key Business Owners
Project Portfolio Monitoring
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Recommendations for Success:
Assembling a Project TeamInvolve executive managers, users from all
stages of the process, and technical staff
Focus on shared objectives and trustSponsoring committee — senior managers
– Issues escalation – Resource management
Implementation team – End users – IT technicians
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Project TeamDefine
Project Leader Chuck Zettler
Implementation Team
Chuck Zettler, Dir IT Project Management,Reporting & Business Analysis - Chair
Alex Calderon, IT Microcomputer Specialist
David Bodwell, Director of Financial Aid
Jennifer Devine, Project Analyst
Amy McDonald, IT Business Analyst
Ed Mueller, Acting College Register
Julie Reiman, Campus Fin Aid Co-ord – LWGeoff Schlakman, Dir IT Enterprise Systems
Paula Souza, Campus Registrar – BR
Bob Voelker, IT Document System Analyst
Suzanne Watson, OIT Project Manager,
Consulting and Training
Kevin Cojanu, IT Help Desk Manager
Training & Support -Campus TeamsAmy McDonald, Chair
Ella Cassidy, Registrar District
Kevin Cojanu, IT Help Desk
Janet Cosher, Financial Aid LW
Shirley Diah, Financial Aid BR
Jennifer Donn, Financial Aid District
Irene Johnson, Advisement LW
Ronnie Malave, Registrar PBG
Roz McFarland, Registrar GladesCarol Oleska, Registrar LW
Felicia Phair, Financial Aid PBG
Christine Sheppard, Financial Aid BR
Ken Schwartz, Registrar LW
Cherly Philippeaux, Registrar BR
Sponsoring Committee Responsible for overall project direction,
staff resource allocation and policy
decisions. Reports to the VP/Provosts
Deans of Student Services
Scott MacLachlan, Palm Beach Gardens,
Chair
Freddie Bennett, Glades
Leonard Burton, Boca Raton
Penny McIsaac, Lake Worth
Tony Parziale, Chief Information Officer
IT SteeringChuck Zettler, Director IT Project
Management, Reporting and
Business Analysis , Chair Geoff Schlakman, Director IT
Enterprise Systems
Mike Merker, Dir IT Infrastructure
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Recommendations for Success:
Setting the Project ScopeChoose a scalable solutionBegin with a manageable project
Clearly define and document all deliverables
(Continued)
For Example
Phase I: Registrar – Point of entry quick
scan and three workflow applications
• Applications • Transcripts
• Limited access documents
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Recommendations for Success:
Create Detailed Function and
Requirements DocumentationDocument as is process flowsCreate to be process flows
Build prototypesTest and validate using actual end usersDo not allow end user managers or technical
staff to impede results for end users
Stay focused on process improvement
(Continued)
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Recommendations for Success:
Initial ImplementationSelect small area to implementKeep scope narrowMotivate staff Recognize the need to adjust to changeSet success criteriaCelebrate success! Feed people! (Continued)
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Recommendations for Success:
System & Process Integration Look for ability to
– Integrate with legacy systems – Integrate with different departments and campuses
– Pull data from administrative systems – Push data where it is needed
System and processes should: – Be well integrated – Support each other
(Continued)
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Recommendations for Success:
Roll-out and SupportBe prepared:
– Scale the roll-out so that it
is manageable – If you are moving from
paper-based to online
processes, have support
channels in place
(Continued)
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Recommendations for Success:
Factors to Consider Short-term needs vs. long-term
goals
Departmental vs. enterprise-widesolution
Budget Timeline
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Recommendations for Success:
Check customer references Look to organizations of a similar size Ask your vendor for references from:
–
New customers – Implementing customers
– Long-term customers
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What to Look For in a Vendor
Questions to ask whenchoosing a technologyvendor: – Customer install base size – Higher education experience – Financial status – Support levels – Product road map – Corporate culture – User group support (Continued)
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What to Look For in a Vendor
Technology road map
Application APIs
Licensing model
Support and maintenance
costs
Patch and upgrade schedule
Availability of professionalservices
Compatibility with institution’s
technical standards and
infrastructure
(Continued)
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What to Look For in a Vendor
Total document management Strong web presence In-house development and integration of
software Open architecture/link with various 3rd-party
applications A truly integrated suite of ECM products
– We chose the DocFinity suite, byOptical Image Technology
(Continued)
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ROI Considerations
Hard-dollar ROI – Money saved on physical storage space, space rental, filing
cabinets, and records management staff
– Faster turnaround time Soft-dollar ROI
– Increased employee productivity/efficiency – Ability to process student materials more quickly – Increased student satisfaction – Improved document security and recovery
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Questions:
Chuck Zettler Director of Information Technology
Project ManagementPalm Beach Community College
ph: 561.868.3240
email: [email protected]
www.pbcc.edu