Gov civilworkshop

PowerPoint Presentation

What do we do for clients?

ThinDox LLC.

What trends are going to affect IM in the next two years

ThinDox LLC.

ThinDox LLC. Gov. Canada puts out cloud RFI to understand:

Policy frameworkBusiness considerationsTechnical) considerationsProcurementPricing and pricing evaluation methods The overall government approach to cloud security

Cloud has benefits but the move is hard

Communicate

IM or email doesnt matter.Automatically control content. Comply with regulations with ease.Edit anywhere

Complete version control.Keep documents under control.Integrated mobile device management.CommunicateCollaborateEdit anywhereEnableWhat cloud vendors are marketingWhat your reality isCollaborate

Let teams choose how they work.Complete document management.Enable

Build work-focused social networks.Find experts easily.Let users own their sites.Providing a seamless experience requires implementation of at least five separate cloud applications plus the access and identity management system. Cloud storage

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How do you value Office 365EnterpriseSystem of interactionSystem of recordAccess controlFindabilityArchiveAd hoc/ Fileshare

What does your infrastructure look likeIT and worker location Structure/Arrangement

MainITSLocation 2Location 1Location 3Separate App/Inf/s serviceShared Services

As budget and capacity become restrained the need for consolidation will be increased.

For most Governing bodies and civil services this will mean find efficiencies in how processes are handled.

Without a clear security and access plan to partition services, sharing becomes a series of security compromises

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BYOD and Social are part of the landscape.We are starting to the see the need for government and civil services to be delivered outside of the typical brick and mortar service points. As users move away from the desktop to mobile computing, they expect the services to become appropriately secured and available, via multiple channels and anytime.The need for service delivery (and payment) via web services changes the requirements for how the records and information are managed.The continual growth of social channels (Facebook, Instagram, Twitter, [name your flavor of the month app]) changes both the policy requirements and the network and information security controls. Edge of your system security is no longer sufficient. The information needs to be governed and secured just like any other asset that you own that can be stolenUsers are moving ahead with tablet use for work.

UAA = User acquired application for user owned deviceEnt Owned = Applications that are functional on applications owned and maintained by the enterpriseUAA = Ent Supported - explicitly supported versions of UAAs

Businesses are not sufficiently providing or supporting applications for this device for most users.

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Local government has the 2nd highest rate of records breaches in 2014-2015ThinkDox LLC.

These first two are symptoms of how poor/slow adoption of technology has been for records handling.The last three are purely process maturity. Suggesting that even if adoption of EDRMs technology was higher significant issues would still exist.

DATE

ERM

ShrePointLegacy

Exchange

ERP

Information can be found in a lot of places- and is a mix of personal and work On-Premise SoftwareCloud and SaaSThinkDox LLC.

Workflow and processing mapping

ThinDox LLC.

Can we manage the customization?Can we gather enough information on users

Start by defining what you want the system to doIT CompetencyWhat are users going to do IN system?How embedded should the system be in our processes?What can our ECM system do / do we features should we be prioritizing?Do we have a taxonomy?What is a disposition needs?123Information GovernanceTechnologyreadiness

?Idealized processThinkDox LLC. ERMAdd

Add or update a records

The reality of how records get updated

Add

Department informationBetter is partly your strategy partly knowing your technologyMulti-Dept.System of interactionSystem of recordAccess controlFindabilityArchiveAd hoc/ Fileshare

StrategyHolistic planning for information managementInfrastructure planningRequirement gatheringImplementationRetention and disposition schedulesContent generationInformation management strategyTechnological support for managing informationThinkDox LLC.

Most work is about moving information from person to person in other words a process9am

DATE

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5pm

The average users dayHow many different applications are they usingHow many times are they breaking compliance

How repeatable is their day?

Most users spend their time doing similar but not the same task.

These Barely Repeatable Processes (BRPs) form the core activities of any job role.

When there is a difference between work tasks and the automated process, users will contravene policies and procedures.ERP/CRM

Barely Repeatable Process:

Enterprise applications such as ERPs, CRMs and other data focused apps bring give a home to highly repeatable processes such as order processing, customer engagements. These are often mundane tasks that have the same starting, ending and order to the workflow.These highly repeatable processes often surround highly regulated documents. Users understand the need for workflow and repeatability to reduce regulatory pain.

The problem becomes using these data sources as part of a users job-to be productive.

Any process that has high complexity, crosses information sources and needs to be communicated is rarely done the same way or the same order.

These barely repeatable processes are often ad hoc, multi-source, multi-person processes-building a document, diagnosing a patient, requesting time-off, building revenue projections.

For IT it is nearly impossible for us to understand what the users actually do to build ensure the tools work.

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Move the whole process to form based approach

Capture

Organize

Use

Archive or retire

The brain uses two descriptors for recall. Take advantage of this to limit the number of descriptorsPeople vaguely recall the name of a documentPeople recall why they made or last used a documentPeople are hard wired to remember WHO they:Work withCommunicated withMade the original

The right two pieces of process information will allow users to find the right documentsTake advantage of how the brain works.

Weak recall

Weak recall

Strong recall

ObjectWho

===

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Focus on mundane tasks and communication to allow users to solve BRPs themselvesHow are others using Laserfiche to solve the BRP problemSecurity and access managementWorkflowsAutomated document approvalsEnable workflow design by usersProject management toolsFirst five Workflow toolsThese tools make it easier for users to get mundane tasks done in SharePoint.EmailMobileEnhanced document sharingTask managementAutomated document renditionSo What?Laserfiche success requires giving users the ability to:Mirror their workday in LaserficheHave the flexibility to change as their job changes.Providing flexible ways to share information and content.How?By building User Journeys, a map of the technology touchpoints that are the backbone of the end-users BRPs.

Understanding the user journey provides IT with the key information sources. Providing access to these sources exclusively through SharePoint gives IT the carrot that will increase adoption and reduce duplication of high risk documents.Next five communication

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Build user journeys to detail the activities that require Information that the Organization owns.User journeys are maps of the steps in an activity. They represent a linear set of steps or tasks that a user must complete to complete an activityEssentially it is the same as process mapping that is done for BPM projects. Depending on the goal of the journey they may represent a daily activity or a multi-day activity.

The key is that each activity is broken down in smaller steps that use or generate information in a documented form. DoctorPatient diagnosis

Grand roundsUser Journey of a Doctors dayTreat Process automation like a App Dev projectStarting with the business tasks and the matching those steps to a technical step saves:IT Time- up 15-50% of dev time typically is wasted by misalignment between ITs build and business needs.Frustration- the process involves users reducing failure. 20% of software dev projects fail due to users adoption.ROI- for any process automation the value is based on reduction in wasted time. You cant reduce wasted without identifying it. Check scheduleFollow-upConfer w/ nurseOrder testsScheduleConfer w/ peersWrite-upGet case history

Identify the most dangerous user personasWhat core users or departments are the most dependent on ECM or have roles that generate the most content for ECM?Go right to the source:

Where are the roadblocks in the process? Survey users about their activities.Compare the activities of people in problem processes.

Where are the compliance issues?

Which group of users is the organization most concerned with?

Non-compliance from user groups that know better is often due to a lack of support for BRPs

Use IT system data:

What does the log-in data tell us? Is there an AD role that is under represented? Users that are under-represented in access logs are likely dissatisfied with ECM.

What department has the most complex site organization? Complex granular trees often result from user groups copying and re-filing information for new projects.

Search logs are there commonly searched terms?Searching for the same document is a sign that users do not recall where documents live.

Info-Tech Research Group#What are your information sources (~15)?

Information sources?

Is it a priority?Is it a risk?xxxxxxxGet a list of information sources. There might be many but we only really need about 15 for demonstration purposes. If possible, go beyond the top level of a file share, but avoid going below three levels.Brainstorm a list of different information sources. They could be file shares, existing document management repositories, or cloud-based services.Refer back to existing system topology maps as memory aid and to guide the conversation.Ask participants if the information source represent a business priority or a risk and mark them accordingly.

Completion Tips

X

Once you have identified the danger, define itRole:What do they do?What are their key challenges?E. What are their activities?Se. For what do they search?M. What document types do they use?S. Where do they work?T. When do they work?CodeIdentify key challenges with information use or access. Now that we have some of this information use it to jump start the taxonomy process

Persona - Research StudentsWhat do they do?Support principal investigatorsGain research investigatorsvolunteersWhat are their activities?Reviewing Health recordsAnalyze dataPresent results (mainly internal)REB (research ethics board) research proposalWhat are their challengesNo system control improvingLack of knowledge on proper systemsDont know policies, procedures, or techOverreliance on PIs data setUnmanaged devicesActivitiesBuilding a Proposal (REB)Primary Data analysisSatisfaction Studies

Persona - Clinical Researchers / Doctors / EducatorsWhat do they do:ResearchAdmin functionsEducationCommittee workTertiary careChallenges:Dont like controlsDont like to waitMove around a lot (many offices and locations)Scheduling across locationsActivitiesSeeing PatientsSupervising TraineesCommittee WorkBudgeting for GrantsREB submissionsHandover charts

Example: Meet Casey- CSR for B2B on-line distributorPersona: Customer Service Rep. What do they do?Process customer requestsEnsure order accuracyDeal with special ordersFix incorrect ordersClient renewals

What are their key challenges?Keeping up with chain of commandConfirming account processingVisibility into past ordersE. What are their activities?A/P, Case MGMT, contract negotiationsSe. For what do they search?Bills, shipping logs, customer emailsM. What document types do they use?Financials, archive, website communications, teleconferenceS. Where do they work?Secondary office, client siteT. When do they work?Daily for orders, Quarterly for clientCSR

Our hour long sorting exercise yielded potential categories and some detailed descriptors.

Contract negotiationsBillingContractsSecondary officeRemoteCRM logsSurveysDirect interactionLocationfinancialsCall listDaily activitiesCalendarHand-overWorkgroupPotential taxonomy descriptors

These could be the drop-down termsWide categoryRemember this initial goal is about gaining control over documents. The long term goal is a living set of descriptors that mirror business practices.These are probably too specific. Additional personas will generalize these further to make them usable.

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Start your taxonomy based on the vocabulary that already exists across your information using applicationsClient sizeDepart.Budget relatedLocationOrderapprovalsfulfillmentInitiative IntranetERPOther sourcesWebsiteHR structuresRemember our goal at the beginning is to have enough taxonomy to confidently allow users to add content to ECM for the purposes that the organization has defined. The taxonomy WILL need to updated through a controlled process.The key with semantic search is a clear process for evaluating the usage. The goal should be to have these integrated into the controlled vocabulary to replace unused terms rather than create a shadow metadata system

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How good is our relationship with key departments?

Think about how the persona will use informationIT CompetencyHow do users move information?How much audit trail do we needCan we do this through UI customization?Are there stock APIs for key user applications123Information GovernanceTechnologyreadiness

Focus on their activities to scope the workflow/process problemRole: Customer Service Rep. What do they do?Process customer requestsEnsure order accuracyDeal with special ordersFix incorrect ordersClient renewals.

What are their key challenges?

Keeping up with chain of command

Confirming account processing

Visibility into past ordersE. What are their activities?A/P, Case MGMT, contract negotiationsSe. For what do they search?Bills, shipping logs, customer emailsM. What document types do they use?Financials, archive, website communications, teleconferenceS. Where do they work?Secondary office, client siteT. When do they work?Daily for orders, Quarterly for clientCSR

Break user activities down into information related stepsStep 1Step 2Step 3Step 4Step 5CSR/AccountMaintence

CSR/ Special orderPersona/Activity

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Breakdown the user into distinct information using tasks

Brainstorm

Order

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Order the tasks into a linear activityStep 1Step 2Step 3Step 4Step 5Persona/ActivityCSR/AccountMaintence

CSR/ Special orderCheck SchedulePull client historyConfirm orderConfirm paymentClient follow-upReview orderReview ful-fillmentRequest internal actionMonitor action

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Mark all steps that have concerns for ITStep 1Step 2Step 3Step 4Step 5Persona/ActivityCSR/AccountPayable


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Place information stickies where they are most relevant for each task. Step 1Step 2Step 3Step 4Step 5Persona/ActivityCSR/AccountPayable


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Any known issues with the steps of the activity?Step 1Step 2Step 3Step 4Step 5Persona/ActivityCSR/AccountPayable

CSR/ Special orderCust His G(v)EmailGCalOF/uGEmail G F/uWCalGF/uWOrderGSFDCWSalesO

Check SchedulePull client historyConfirm orderConfirm paymentClient follow-upReview orderReview ful-fillmentRequest internal actionMonitor action

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Any known issues with the steps of the activity?Step 1Step 2Step 3Step 4Step 5Persona/ActivityCSR/Accountpayable

CSR/ Special orderCust His G(v)EmailGCalOF/uGEmail G F/uWCalGF/uWOrderGSFDCWSalesOCheck SchedulePull client historyConfirm orderConfirm paymentClient follow-upReview orderReview ful-fillmentRequest internal actionMonitor action

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Where are the repeats? Can we reduce each persona to a handful of information sources and issues?Step 1Step 2Step 3Step 4Step 5

Persona/ActivityCSR/Accountpayable

CSR/ Special orderCust His G(v)EmailGCalOF/uGEmail G F/uWCalGF/uWOrderGSFDCWSalesOCheck SchedulePull client historyConfirm orderConfirm paymentClient follow-upReview orderReview ful-fillmentRequest internal actionMonitor action

Cust His G(v)

OrderGEmailGF/uWSFDCWSalesO

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Do we need a full requirements gather exercise to do this?

Show key stakeholders what you are thinkingIT CompetencyHow much audit trail do we needSo we really want to do this in the ECM system?123Information GovernanceTechnologyreadiness

Move from defining problems to building a solutionThe goals for requirements gathering.Basics of building a ECM site with user experiences in mind.

Identify goals of the site

What is the one activity that will drive users to stay within ECM.

Create a logical hierarchy for the contentCreate a structure for the site based on the content hierarchy Explore the use of metaphors to come up with a site structure (organizational metaphors, functional metaphors, visual metaphors)

Design the wireframes for the individual pages

Justify the project to stakeholders

Provide a feedback system to ensure that the site adoption stays high.For internal sites this is inherited from the controlled vocabulary

Where are the repeats? Can we reduce each persona to a handful of information sources and issues?Step 1Step 2Step 3Step 4Step 5Persona/ActivityCSR/Accountpayable

CSR/ Special orderCust His G(v)CalOF/uGEmail G CalGF/uWOrderGSFDCWSalesOCheck SchedulePull client historyConfirm orderConfirm paymentClient follow-upReview orderReview ful-fillmentRequest internal actionMonitor action

Cust His G(v)

OrderGEmailGF/uWSFDCWSalesOIn this example there five items that are common between the two user journeys.

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Brainstorm solutionsWorkflow Name: Accounts payableKey RequirementsKey ProblemsPotential SolutionsRisks

>Check SchedulePull client historyConfirm orderConfirm paymentClient follow-upCust His G(v)Email G F/uWOrderGSFDCWSalesOEmail G

Do the paper on flip chart slides.Then we can stack them up.There has to be some assessment do we already have a system that does this? Should we be executing this in a slightly different way or manner?Incorporate a standard taxonomy of risks: regulatory (PHI), financial, change management, mobile access, remote wipe, device notification system.Emphasize time on page as the overall metaphorReduce this whole thing into a requirements process.I.e., The system shall

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Overview of hospital admittance solutionECM based input

Captures:

Patient Name #INS information

Vitals

Symptoms

ECM based input

Captures:Patient Name #INS information

EMR

Query EMR for informationElectronic chart

Captures:Patient Name #INS informationSymptoms

Last VisitPrevious testsCare team notesLabCBCUrineInfection

Provide links to historySubmitSubmitDiagnostics

ImagingX-rayCT-scanMRI

Test resultsTest resultsCare team notesSubmitTransfer

Hand-overSchedule:Pxt 1: URLPxt 2: URLTest schedule

ThinDox LLC.

Take advantage of how Laserfiche templates and tags workThinDox LLC.

Metadata types

TextDateListDynamicIn progressDocument

FolderTemplateTagsConfidentialTemplates can be applied to either folders or documentsTags can convey information or restrict access

Information

Records Management ArchitectureRecords in the RepositoryEverything contained within a record series in a Laserfiche repository is considered to be part of Laserfiche Records Management.Arecord seriesis a collection of records, represented as a folder, that generally have the same retention requirements.Arecord folderis a collection of records, represented as a folder and contained within a record series, that generally are at the same stage of their lifecycle.Arecordis an individual document stored in a record folder. A record can contain both data and metadata.

Translating Compliance RegulationsMost compliance regulations deal with the retention of inactive records and are turned into cutoff instructions and retention schedules in Laserfiche.Cutoff instructionsdetermine when active records become inactive.Retention schedulescontain instructions for how long to retain inactive records and how to dispose of them.Supplemental securitySecurity tags:Like documents and folders, record series, record folders, and records can be assigned security tags. Only users that have been granted the same security tags as the records will have access to them. Learn more aboutsecurity tags.VERS Classification Levels:Classification levels allow numeric levels to be assigned to record series, record folders, and records and ensures entries with a classification level cannot be moved to a folder with a lower numeric level.

What is next for ThinkDox

ThinDox LLC.

ThinDox LLC.

Provide a single strategy to manage informationThinDox LLC. Putting a value on information not artifactsReducing risk through processReducing mundane tasks

Multiple service offeringsThinDox LLC.

WorkshopsClinicsConsulting/TeachingProvides peer support and specific information management training through problem solving.

These are designed to be both networking events and skills development. Typically industry focused on process or technology

Provides planning advice, recommendations and technology review customized to you.

Private, focused problem solving engagement. Designed to provide a plan for solving a problem as well as the processes for development.

Provides project management and an extra pair of hands to get past issues when you have momentum.

Long term, traditional professional services.

ThinDox LLC.

Provide the right software for your problemIf you (think) you only have a hammer, everything looks like a nail

Other SW:

ComplianceImage mgmtArchive?Laserfiche is the central home for records and documents but other there will always be a need for a complete EIM ecosystem for you to do your job

Take full advantage of your software's strong suitsThinDox LLC.

Keep up with the users

Re-evaluate the technology

Review the schedules and alignment with regulations

Expand the connections between information sources.

Get more training that works for youThinDox LLC.

Change managementLaserfiche trainingWebinars

Key elements of Information management successInfrastructure planningRequirement gatheringImplementationIntegrated retention and disposition schedulesUnderstanding trends in content generationInformation management strategy

Smart, organized, functional information

ThinDox LLC.

Government & Nonprofit

Gov civilworkshop