Why did CA select OpenWorkdesk?

Delivering Redacted Vital RecordsA customer success story based on the

California Department of Public Health

2

• Tier 1 Support

• Hosted Solutions

• Install/Upgrade/Migrate

• Certified on all IBM ECM

• North American Distributor for WeWebU

Leverage our lab:

The Jeskell lab contains nearly 200 virtual servers all

dedicated to FileNet and related ECM solutions

About us

Business Partner Innovation Center

History of

Repeat

Business

ECM

specialist

since 1992

ECM

Operations

based in

California

and

Maryland

Discussion summary

How to rapidly deploy a custom application in a

secure environment to a distributed user

community via the Internet …

… and keep the users happy.

Our case study

� California Department of Public Health

� Office of Vital Records

� Legislation in 2006 – SB 247

� RFP in 2007

� Award in 2008

� Delivery in 2009

� Anniversary – April 2010

Overview

� What is Vital Records Image Redaction

Statewide Access (VRIRSA)

� The challenge

� Foundational principles of the solution

� The end result

� One year anniversary

� What you can leverage from this

What is VRIRSA

� CDPH

� Long term FileNet customer

� Vital record archive for the state

� Overview of goals

� Comply with legislation

� Deliver redacted images

� Provide customer service

Current Informational Only Process

CRTS

Enter requestInto CRTS

State-received Requests for

Records

UDB

Search for State File Number

Search, Retrieve, Print

FileNET

Print and CertifyRecord

Retrieve record

Route requestTo CHS staff

Microfilm

Certified Informational-Only

Copies

State Records Center (paper)

Image

Archive but a

manual

process

Three success factors

VRIRSA Component Description

Image Redaction �Must remove signatures and not impact the Image Services archive system.

�Do not store the redacted images

Statewide Access�Provide internet access securely.

�Do not provide access to Image Archive system in any way.

�Solution should be COTS and be productive and easy to use.

Track and Respond �Provide status to the end user

�Leverage fax and email

�Local printing

�Customer services – ie. Help Tickets from end users

The Challenge

� Users are spread across the state

� Diverse population of users

� 58 counties plus local registrars

� Intranet/Internet with high security

� Source documents cannot be touched

� Time

Need to push 350,000 requests down what is now a 30,000 request funnel

Tools used

� WeWebU

� OpenWorkdesk

� IBM FileNet

� P8 Content Manager

� P8 BPM

� CFS

� Impression Technology

� iCapture Redaction

COTS/MOTS

solution critical to

meeting thetimeline

Why choose this solution?

� Solution Proposed – WeWebU’s OpenWorkdesk

� Solution approach

� Ability to tell a story was impressive

� Proposal was “in context” not hypothetical

� COTS/MOTS

� Integration was the only modifications

� Time

Shared

ServicesLeverage existing

AD for internal

staff authentication

and Exchange/Fax

for delivery

10

11

Exchange

Email

Outbound

Fax

3

Active Directory

Authentication

Statewide Access

CR and

LRD Users

Internet Site

Access from DTS web

site to VRIRSA

Application Server

Authentication via

standard FileNet P8 to

Active Directory

3

Active Directory

Authentication

FileNet P8 and iCapture

database running in

Data layer

Data

Services9

This process is triggered by

the FileNet BPM workflow.

The workflow can be easily

changed to remove the

process

Image Redaction7

Automated

Redaction

Manual

Redaction/QA

8

Center Users

Center users will access VRIRSA

via the OpenWorkdesk

web based U/I

FileNet Content

Federated Services

(CFS) maintains up

to data index information

in P8 repository to

facilitate search

All existing FileNet

archive scanning and

indexing process are not

altered

6

Existing FileNet

Image Services1

OpenWorkdesk

VRIRSA U/I Internal

1

DTS Web

Server running

OpenWorkdesk U/I

2

FileNet P8

Content Manager

Track and RespondBPM will create a work item

for each response and provide tracking

information on demand. Images

are retrieved from FileNet IS

natively and provided to the redaction

process.

4

FileNet P8

Business Process

Manager

5

FileNet P8

Content Manager

A Day in the Life of VRIRSASolution Approach

A Day in the Life …

� To help explain the process we created four “characters” that will have personal interaction with the VRIRSA system. These four users have job functions defined as:

� Rocky Requestor – Rocky represents the staff community at the County

Recorders (CRs) or Local Registration District (LRDs) offices

� Rhonda Research – Rhonda represents the staff at the Certified Processing

Unit of DHS who will research records that are not online in FileNet

� Randy Redactor – Randy represents the Center staff responsible to interact with

the human intervention features of the VRIRSA system redaction component

� Sammy Supervisor – Sammy is the supervisor of the Certified Processing Unit

and will be responsible to ensure DHS is processing requests in a timely and

accurate manner and he will look for opportunities to continually improve overall

system operations

Search using

template

Select Matching

Record from List

Call is made from FileNet Content

Manager which is populated with

index values from Image Services

via Content Federated Services

Search results displays a list of

available images that meet the

search criteria. Only values that

match the user security role is

displayed

Record

Found Online

Request

Center

Reserach

System

Creates Work

Item and

Routes to

Center

Center

Reseach

Sub-process

User Logs Out

Yes

No

Yes

No

Error messages include – record

not online or record is for another

County

System

Creates Work

Item and

Submits to

Redaction

Redaction

Process

User Logs In

VRIRSA Proposed Workflow

Initiation Sub-process

User requests document:

In Progress Queue Completed Queue Hidden Queue (availab le for 72 hours, then deleted)

Work item status set to ‘Redac tion’

Status set

to ‘Redaction’

Redaction

finishes

Work item moved to Completed Queue

User retrieves,

prints, and

accepts item

User doesn’t

retrieve and

print work item

Work item moved out of Completed Queue to hidden

queue

☺

�

If not requested in 72 hours, delete

from system

Begin wait for

72 hours

Same item requested

again (within 72 hrs)

In Progress and Completed queues may be sor ted by user ID to enable work shar ing and to ease finding work items.

CDPH Administrator may delete manually

after set per iod

CDPH Administrator:

High Level Process Overview

CDPH Search – Birth

18

County and CDPH Search (Birth)

Drop down list boxes

Search Options

Confirmation Bar with VTN

(VRIRSA Tracking Number)

You can sort the

documents by clicking on

the column headings

The user is unable to sort by

User ID in the In Progress Queue

Step 3. Click ‘Complete’ button

Step 1. Enter comments to guide Help Ticket personnel

Step 2. Select ‘Reject –Initiate Help Ticket

Original query

CDPH Response

Select Cancel to Accept resolution.

Select Reject to send back for

additional help.

Living with the SolutionThe one year anniversary

One year later …

“From my perspective and knowledge of user

acceptance with the system I would say the user

interface is intuitive …

The quick adoption and rollout was possible in part

due to the systems usability …

the system has been reliable and has a great

uptime record. ”

David Fisher, CDPH Center for Health Statistics

What you can leverage from thisAppling these methods to your needs

Thoughts to take away

� Rapid development works

� End users love seeing the results early

� Custom applications can be easy to support

� The ROI is real

Feature Workplace Workplace

XT

Open-

Workdesk

Side by Side document indexing No No Yes

Clipboard functionality No No Yes

Virtual views and folders No No Yes

Role concept / management No No Yes

Thumbnail preview No No Yes

Access different repositories at one time No No Yes

Full MS Office integration - ZIOI No No Yes

Ability to meet requirements

Thumbnail, Ajax, and mixed mode view options

Custom objects and

lookups

Folder view with Explorer style

FileNet Workplace vs. OpenWorkdesk

Workplace Search – Out of the box OpenWorkdesk Search - Out of the box

FileNet Workplace vs. OpenWorkdesk

Workplace Results– Out of the box OpenWorkdesk Results - Out of the box

Thank you