wewebu customer success story california dept. of public health
DESCRIPTION
How to rapidly deploy a custom application in a secure environment to a distributed user community via the Internet … … and keep the users happy.TRANSCRIPT
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
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