As a Project Manager at ImageSource, it is my job to educate and guide stakeholders to the best solution based on budget, timelines and requirements. Having previously worked as a consultant at ImageSource, I’ve worked with the stakeholders of an organization to outline the scope of an Enterprise Content Management (ECM) solution for their business. During this process, our project management team conducts interviews of the users as well as workshops. The workshops help to demonstrate what is necessary for the organization to become more efficient rather than having unnecessary features, which, at times, can cause more work. As ECM technology continues to advance, more and more features become available and included in products. During the workshops, stakeholders must make tough decisions on what features are needed verses those that would just be nice to have.
Once these requirements are identified, our next objective is to review the products available, such as ILINX, IBM and Oracle, that will cover all the features the business needs to become more efficient. Currently on the market are several out-of-the-box software options that may fulfill some of the requirements needed. However, most organizations, small or large, have business processes that are unique and require configurable workflow options, database links and/or specific security requirements. Software that has this functionality ranges in licensing costs, software costs and implementation costs. It is important to have the requirements clearly identified from the beginning so that when the organization begins to review the software demos and proof of concepts, the best and most cost efficient solution is selected.
The Project Management Institute held a conference today called “Project Management Success: A View from the Future”. The keynote speaker, Jim Highsmith, an Agile thought leader and executive consultant at ThoughtWorks, Inc. posted a slide asking the question “Does Agile Foster Innovation?”
The slide referenced these items about the company Salesforce.
Ranked #1 innovator by Forbes magazine 2011, 2012, 2013
Ranked #2 innovator by Forbes magazine 2017
5 year average sales growth – 39.5% (2012)
5 year average net income growth – 78.7 (2012)
140 Agile teams in 2011
Per Steve Green , VP technology program management
Agile 7+ years
All in approach (25 teams to start)
Other departments (R&D, Operations, Marketing)
Over 100,000 automated acceptance tests
Steve Green – ” Agile is the foundation of our innovation”
What are your thoughts on this? Do you use Agile methodologies in your company to manage projects? Is your company more or less innovative using Agile methodologies?
Great support is a must for any business and Customer Service 101. Automated support is great if you want to pay a bill with a credit card or check the balance of an account, but when you have an actual issue you need assistance with, automated support is the LAST thing that I know I want. You call the number, have to start pressing buttons and then keep getting dumped into various queues, and then when you actually do reach someone, sometimes you explain your issue, and then you get transferred 10 times until you reach the right person. I honestly dread calling any company or organization where I know this happens, because I know it’s not just a quick 5-10 minute call. It always ends up being 30 minutes to an hour of my time at least!
That’s one of the things that I think is so awesome about the Support Team here at ImageSource. Our customer partners can put in a support ticket via the website with information about the issue they are having and a live human being from our Support Team will call them to help work through the issue. The team can chat with the customer over the phone or even set up a WebEx session to dial-in and see what’s going on. What’s even more wonderful about working with so many great organizations in the Olympia area, if the issue can’t be resolved over the phone and/or over a WebEx session, a technician can be onsite relatively shortly to assist. How cool is that?!
On top of all that, there is always someone from our Support Team on call 24/7. So if a customer partner has an issue in the middle of the night that needs immediate attention, someone is always on call if the need arises!
ImageSource’s Support Team is very knowledgeable on a number of different content management products, from capture software to eForms to records management and everything in between.
So if you’re having an issue, don’t be afraid to reach out. You’ll get to talk to a human and you won’t be put on hold for an hour…
We’re going to add one more item to our pre-ECM project checklist:
1) Where should we store our content?
Database storage used to be expensive. In the 1950’s, the cost per megabyte of storage exceeded $10,000/MB. Today, the cost has dropped to a few cents. Not only have storage costs dropped, so have memory costs as they have followed the same price drop as storage. Taking advantage of lower costs; most DB manufacturers have begun offering high performance in memory databases (IMDB – In-Memory Database).
From an ECM perspective; because of the higher database costs, content storage solutions were designed to use databases to store only the metadata or the index values associated with content, and the actual files and documents were stored on cheaper file storage devices. While lowering costs, this approach meant that ECM solutions were forced with managing, synchronizing, backing up, and designing applications where index values were one place and the actual documents, audio/video files were somewhere else. Continue reading →
I recently watched a segment on King 5 News around how some government agencies are using legacy systems for their day-to-day work. The article was highlighting the software program used at the Department of Licensing to process vehicle registrations, however, there are a number of additional agencies that are using legacy programs and platforms for their day-to-day processes. The segment went on to discuss how expensive it would be to update all of those systems. Continue reading →
If there’s one message I consistently hear from customers today, it’s how big of a deal public disclosure is for the government and how we need better solutions around it. That being said, you would not believe how many of these organizations don’t feel that they have a good handle on their content.
In Washington State, public disclosure refers to the release of all documents and content to the person making the request. These documents at minimum need to be available for the requestor to view. There are some exemptions to this, such as sealed case files.
Good public disclosure practices really start with one thing: good record-keeping (and destruction). We hear time and time again from customers that they’ve never thrown anything away for fear that the document may be needed at a later date. While they may be thinking that this is the best way to avoid throwing anything away that should be kept, it also means keeping records that should have been destroyed.
Some aren’t aware of the fact that when a public disclosure request comes in, organizations are required by law to turn over any documentation pertaining to the request (as long as it is subject to disclosure). That means that if documents haven’t been destroyed and fall under the specific request, those documents need to be turned over as well, even though they are past the retention period. This poses a huge risk in regards to potential litigations.
Getting your records in order may seem like an overwhelming task, but here are some steps you can take to move toward better practices related to retention and disposition of records.
Understand YOUR Organization’s Requirements for Record Retention and Disposition Every organization is different. Certain records have to be kept longer than others, some records might need to be sealed, others may need redaction before they can be turned over, etc. Each organization, each department, even each business process may have different requirements around records. Determine and document what the requirements are so that when you start to do an inventory of content, you have a definitive plan regarding what needs to be kept and for how long. Click here for a link to the Washington State Records Retention Schedules.
Where are my Records?
Identify where records are kept. Are they stored on a network share? In a file cabinet? In a content management system? Somewhere else? Are they in paper form? Electronic? Are there video files? Regardless of where the documents are kept, the regulations are around how you get the content organized, not the file format or how hard the collection process is. This will help ensure that there are not duplicate documents, and if there are, that only the pertinent copies are kept so as not to be a factor in a potential litigation.
Perform an Analysis and Inventory of Your Records Some organizations choose to do this internally, some hire a contractor, and some take a hybrid approach. Regardless of which path you choose, determine what content you have, what needs to be kept, and what can be disposed of before evaluating any technology. This will keep you from bringing content into a solution that will need to be immediately disposed of after the initial analysis.
Choose a Solution that is Flexible and Easy
95% of organizations I work with are looking for a solution that is easy-to-use yet flexible enough to change with requirements. They want something that can easily set up to work with current retention and disposition schedules, yet can be updated without too much effort if laws or regulations change.
Trust the System If you’ve done the prep work correctly, then what you need to do is trust what you’ve put in place is going to work. Choose a good partner with a track record of success to help you.
These are just a few ideas to get you thinking about what can be accomplished around public disclosure, records retention and your content. ImageSource has been assisting customer partners with these types of solutions for the last 20 years. We have done everything from initial consulting through implementation and support. Below is a short list of some of offerings:
Expert consulting to determine your “as is” state and develop a plan to get you to your “desired” state using industry best practices
Assessment of your current technology and how it can be leveraged
Solution evaluation to perfectly match technology with your requirements
Solution deployment, configuration, training and rollout
Document collection, conversion, scanning, taxonomy definition and automated classification and metadata extraction
Ongoing partnership for system/process tuning, growth and support
Managed applications services
The ILINX platform can assist any organization with getting a handle on their content.
Document Scanning Best Practices Content Management Systems are one of the most useful resources companies have available to keep their managers, staff, and customers informed. Managing those files effectively is an ongoing challenge, but a well-planned, best practices implementation makes it significantly easier. Most Content Management Systems start with Scanning as the starting point in the lifecycle of any document. The decision of whether to go with a centralized or distributed scanning model must be carefully evaluated to see which may be a better fit for the organization. Many times a hybrid model of both remote and centralized is required and becoming more popular. When it is done designed and implemented correctly scanning ensures that the data stored in the document management repository is valid, readable, secure, accessible, and useful throughout the enterprise. Some important things to remember when deploying document a document scanning system: • Establish clear goals and objectives before you start or deploy a Document Scanning System. • Establish clear and concise business rules around your company’s requirements. • Consult a well established Systems Integrator with the knowledge and expertise to help you with defining “Best Practices for Document Scanning” and always check references. • Understand the nature of your documents, the quality of many documents may be poor, this in turn will require you to use Image Enhancement Technologies that will automatically clean up the document and improve its readability. These types of technologies are a must especially when utilizing OCR or any advanced form of capture. • Scanning and especially the Indexing of documents can be somewhat laborious, so anything to help automate these tasks such as Bar Coding, OCR, database lookups and electronic forms will make life a lot easier. • Use the KISS Principle in dealing with data taxonomy and avoid capturing too many fields, but make sure it’s enough to do valuable searches. Here at ImageSource we try to have 10 document types maximum and 8 data fields which allows for effective searches, retrieval and reporting. Lastly, don’t lose sight of your short and long term goals, do your homework and study your documents and see how they fit into your business lifecycle and corporate governance. Talk with people throughout you organization and get their input to better understand your documents are used. Finally, if you’re unsure get help, this is not an area where you can afford a mistake. Remember, it all starts with getting information into the system. Bob Garrido Senior Account Executive ImageSource