City & County of DenverConsolidated Document

Management Program – January

2011 Update

Denver Overview

Founded in 1858Strong Mayor form of government,

consolidated City-CountyPopulation of 598,000 (2008 Estimate)• 21st largest metro area in the United States

• 10th largest central business district in the United States

• 250, 906 households

• One of the fittest and most highly educated cities in the Nation

11,000 city employees$1+ billion annual budget

City of Denver Technology Services:• Formed in 2005

• Previously federated organizational model

• 300 IT employees

• $48M yearly budget

Technology Services

311

Geospatial Applications

Enterprise Application Services

Finance & Admin

Denver 8

Public Safety Technology

Operations

Telecommunications & Data Center facilities

PMO

Governing the City of Denver

Ambitious Initiatives

Disconnected Systems and Business Process

Demanding and Diverse Constituency

Fiscal Pressures

No Better Example of our Technology

Challenges… Contracts Management System: the official system that stores signed contracts & associated attachments

Meager search capability

Nightly Server Reboots

1 of 14 disconnectedDoc Mgmt systems

Poor auditing &RM capability

Memory Leaks

Manual load of metadata

One security role

Poor UI

Slow Performance

Little Staff Expertise;One consulting company

Four Criteria for Picking

Enterprise Technology

Why did we choose Alfresco?

Cost

Users Development and Support

Technical

Easy to Use

Integration with existing work ‘metaphors’

Secure

Developer Availability - XML and Spring

Open Source – leverage the work of others

Availability of qualified Professional Services

Direct Cost Savings

Socket-based Licensing

Built-in Web Service support

Indirect Cost Savings

Productivity

Simplicity

Perfect Fit for our Technical Goals

Features to solve our complex integration needs

Easily Scalable

Commodity Hardware

Support for Virtualization

Denver’s Consolidated Document

Mgmt Program

2

3

1

Three Tracks

Projects Track

Repository Services

Collaboration

1

2

3

First Project:

Contracting and Financial Records

• Alfresco, using Zia Consulting

• Exceeded results of all previous Document Management projects

• 12 weeks:

• No infrastructure established before project start

• Staff learned:

• New System

• New Methodology

• Real-time, automated, SOA interface with PeopleSoft

Status: Document Mgmt Functionality Implemented in 4 months

Repository Project:

Procure-to-Pay (P2P)

Business Problem:

Automate the City’s procurement processes in PeopleSoft

Paper-based, disconnected, minimal controls

Document Management Needs:

View Requisition, PO, Receipt & Contract/Financial Attachments WITHOUT breaking delivered PeopleSoft Functionality

View Invoices & Contracts

Technical Approach:

Creation of Multiple Repositories

FTP Connection for Requisition, PO, Receipt & Contract/Financial Attachments

CMIS Interface to View Invoices & Contracts

Status: Document Mgmt Functionality Implemented in 4 months

Repository Project:

311 Online (with Attachments)

311

Denvergov.org

Business Problem:

Provide citizens with a web channel to submit requests for services Feed directly and work seamlessly with CRM System employed by 311 Call

Center

Document Management Needs:

Support the ability for citizens to submit attachments (forms or supporting documentation)

Provide the ability to pull up attachments within a case in CRM

Provide mechanism for downstream Work Order systems to pull up same attachments

Technical Approach:

Creation of CRM Repository – metadata for case # and work order #

CMIS Interface to Insert attachments into CRM, and then view them

Heavy orchestration between CRM and Alfresco

Status: Document Mgmt Functionality Implemented in weeks

Repository Project:

311 Online iPhone App

iPhone App

Business Problem:

Provide citizens with a mobile channel to submit requests for servicesWork seamlessly with other 311 channels (call center and web)How do you create a mobile app when you don’t have the bench to

maintain it?

Document Management Needs:

Support ability for citizens to submit attch (pictures or map images)

Provide the ability to pull up attachments within a case in CRM

Provide mechanism for downstream Work Order systems to pull up same attachments

Technical Approach:

Reuse CRM Repository /CMIS Interface from 311 Online

Use Enterprise Service Bus to orchestrate AND control behavior of App

Write iPhone app as “UI interpreter”, taking commands from ESB

Status: Document Mgmt Functionality REUSED from previous project

311 Web Home

Submit request online

Call via 311 in the City

or External # outside

Typical SOA Architecture

Users: Formerly Apps

and Portals, Mobile is

new Trend

Define Business

Process and expose

via Service

Leverage existing IT

infrastructure, web

sites, mainframes, dat

a warehouses, etc.

Image take from

Zuzel.org

Mobile Case Management

A Real World Example

Mobile Case Management

What does it do?

Creates work ticket in PeopleSoft

Stores content in Alfresco

Notifies stakeholders of ticket status

changes

Secure communication via Oracle

Enterprise Service Bus (ESB)

Current Project:

Contracting Automation

Business Problem:

Standardize process, improve efficiency, increase transparency Support automated contract requests, drafting, council

handoff, electronic signatures Allow city agencies to search for and retrieve information about in-

process requests and completed contracts

Document Management Needs:

Multiple Work Flows

Additional Web Service Integrations with PeopleSoft

Technical Approach:

Alfresco Advanced Workflow Custom Extensions:

Status: 9 Month Project; To be launched January 31st

• Workflow Web Service

• Bootstrap Workflow

• Electronic Signature

• Rules-Driven Task Assignment

• Workflow Dashboard

• Oracle Business Intelligence

Contracting Automation

Architecture

AlfrescoPeopleSoft Financials

PurchaseOrder

Bootstrap Workflow

Expenditure Contracts

5 Workflows

Revenue Contracts

4 Workflows

Scanned Paper

Signatures

Electronic Signatures

Requisition

Workflow Initiation Web Service

RFP Workflow

Start Advanced Workflow (Manual)

Proposed Workflow Overview

Workflow User Interface

Assigned Tasks

My Tasks –

Assigned to Me

Pooled Tasks –

Group Owned Tasks

Risk Management User

Workflow User Interface

Review Tasks

Workflow

ActionsReview

Comments

Owner and

Group shown

Risk Management User

Next Project:

Permitting, Inspections, Licensing & Reviews

Business Problem:

Improve and automate the processes used by contractors and citizens to get licenses, permits, inspections and reviews for construction and business related activities Customer-centric, not department-centric Support the implementation of new Work Order System designed for this

function

Document Management Needs:

Repository for all supporting documents

Ability for citizens to submit documentation via the web

Accessible from multiple back-office work order systems

Technical Approach:

Creation of Repositories/reuse of CRM repository

CMIS Interface to all downstream/consuming systems

First conversion from existing Documentum system

Status:

Future Project:

Human Services Case Management

Business Problem:

Millions of paper records for Medical and Financial Assistance Reduce operational costs and improve service to citizens Reduce or eliminate the occurrence of lost records Make case files more easily accessible Facilitate collaboration Reduce physical space required by paper records

Document Management Needs:

Multiple Work Flows

Scanning integration with Kofax

Integrations to existing Work Order Management System

Technical Approach:

Creation of Repository

Kofax Release Script

Call custom Web Services

Status:

Human Services Case Management

Architecture

Ongoing Worker

Intake Worker

Other Users

Scanning Worker

Case

Management

Database

Ephesoft

Server

Alfresco

Human Services Case Management

System Integration

Custom Coding

Custom Coding

New

Tasks

ESBWMS

Application

WMSDatabase

EphesoftScanning

Alfresco

CBMSDatabase

Lessons Learned:

Caution! Don’t Go It Alone

Denver is partnering with Zia Consulting• Experienced with Technology• Agile/Scrum methodology• Qualified, multi-skilled consultants• Already-developed customizations

Results & Lessons Learned:

•City & County wide access including DIA• Restrict Users•Agile methodology was Key!• Go slow on collaboration!•User feedback better with actual product•Unbelievably product with small team•Simplicity•Socket-based licensing

Questions? More Information?

Chuck FredrickDeputy CIO | City & County of Denver

chuck.fredrick@denvergov.org

Mike MahonPresident/ CEO | Zia Consulting

mike@ziaconsulting.com

http://tinyurl.com/ZiaConsultingRM