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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
ECM @ SVB 228-09-2016
Who am I?
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About SVB
ECM @ SVB 428-09-2016
• 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
ECM @ SVB 528-09-2016
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
Template SVB 628-09-2016
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)
Template SVB 728-09-2016
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
Template SVB 828-09-2016
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
ECM @ SVB 928-09-2016
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.
ECM @ SVB 1028-09-2016
ECM @ SVB 11
Short demo (by slides…)
28-09-2016
WebCenter Content
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WebCenter Content
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WebCenter Portal
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Desktop Integration
ECM@SVB 1528-09-2016
Hoe did we do this?
• Agile
• Entire concept revolves around Dossiers, so a customcomponent (DossierComponent)
• Records Management
• Project considerations
ECM@SVB 1628-09-2016
What is a Dossier?
ECM@SVB 1728-09-2016
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
ECM@SVB 2228-09-2016
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
28-09-2016 2328-09-2016
And now?
• Digital meetings
• Electronic/digital signature
• Workflows
• 12C
• Cloud
• Mobile
ECM@SVB 2428-09-2016
ECM@SVB 25
Questions?
28-09-2016