Overview of ECM Paul Mullon 14 August 2012 Mpumalanga Kruger gate

Agenda What is Enterprise Content Management? What are the underlying technologies that comprise ECM? Identifying benefits and Return on Investment of each technology component

What is ECM? CAPTUREMANAGESTOREPRESERVEDELIVER Enterprise Content Management The strategies, methods and tools to capture, manage, store, preserve and deliver content and documents related to key organisational processes. What ECM covers: Policies, procedures and systems ECM may not be a single system ECM usually is a group of aligned systems ECM is about ‘unstructured’ information Source: AIIM

ECM Roadmap Source: AIIM

Collaborate Create, access, and manage Search Secure Enterprise wide Structured and unstructured Lifecycle management Print Output What is Content? Web Pages Enterprise Application output (Invoices, Statements, etc.) Paper Documents & Files Electronic Documents Meta Data Fax Forms Archiving Photos, Graphics, Video ENTERPRISE WIDE Social Media

Positioning all the pieces Knowledge management Codified Knowledge Tacit Knowledge NON-RecordsRecords V0.4V1.0v0.1v0.2v0.3V0.4V1.0v0.1v0.2v0.3 Policies File plans Procedures Retention Disposition Information management Un-structuredStructured ECM

EDRMS v ECM Enterprise Content Management Document Management Version control, Check-in/ Check-out, Scanning/ imaging Records Management Approved records Unalterable Collaboration Sharing File transfer Workflow Basic routing of document as related to business process Web Content Management Published information Internet Forums Portals EDRMS Imaging Document Management Records Management Report Management Paper management Workflow/routing ECM EDRMS + Web Content Management Digital Asset Management Digital rights Management Business Process Management Portals Forms Management archiving Enterprise search Digital Signatures EDRMS = Electronic Document and Records Management System

Capture: Imaging process Source: Kofax Ascent Capture

Document imaging/scanning ● Scanning and imaging ● Capture into a repository ● Indexing ● Immediate access ● Distributed access ● Stored electronically instead of or in addition to paper ● Fast search and retrieval ● Cost savings ● Storage space saving ● Faster access to information ● Easier to find information ● Easier to share and distribute images ● Better productivity ● Improved processes ● Better customer service (Internal and external) ● Disaster recovery and business continuity ● Improved image Functions: Benefits

Document Management ● Management of versions ● Access controls at document and user levels ● Stored into repository from native application ● Only checked-out documents can be edited ● Virtual folders ● Generic viewer ● Audit trails kept of activities ● Quality of documentation ● Authentic documents ● Working on the right version ● Better productivity ● Reduced duplication ● Reduced redundancy ● Single view of customer or case ● Better customer service (Internal and external) ● Easier to find & share information ● Security of privileged information ● Reduced loss of Intellectual Property ● Reduced cost Functions:Benefits:

Records Management ● Tight formal control over records ● Clearly defined rules ● Records classification ● Records are unalterable ● Controlled by policies and procedures ● Retention of metadata ● Retention and disposition rules are built into the system ● Meeting compliance requirements ● Records preservation ● Compliance requirements ● Corporate governance ● Reduced litigation costs ● Security of information ● Reduced risk ● SHEQ ● Easier to find information ● Corporate control ● Destruction of expired records (reduced volumes, space saving, and easier management) ● Use of lower cost media or storage ● Ability to find, retrieve and still use records long into the future Functions:Benefits:

Physical file management ● Systems to manage physical files in central areas ● System Access control ● Random filing ● Indexing and searchability ● Reduced loss of records ● Ability to apply destruction rules ● File tracking ● Space saving ● Fewer lost records ● Easier to find paper records ● Cost savings ● Compliance ● Facilitates better audit process Functions:Benefits:

Workflow ● Predefined distribution rules and routing ● Tight control over document related processes ● Authorisations ● Exception handling ● Role-based activities ● Cost saving ● Better productivity ● Improved, faster processes ● Better management information ● Better customer service (Internal and external ● Simple forms management often provides great benefit Functions:Benefits:

Workflow and BPM Automation of processes Rules based Separation of rules from applications Ensure all process steps are completed Availability of management information Cost reduction Manage process complexities Customer satisfaction Consists of analyzing, streamlining, modeling, and automating procedures and flows of information. Source: Meta Group

Workflow and BPM Rigidity/robustness Volumes/complexity, time & Cost “Ad-hoc” based Flexible “Administrative” Simple flows Limited integration “Production” Data base driven Complex flows Inflexible Integration

Report Management (COLD/COOL/ERM) ● Storage of computer output electronically ● Indexable and Searchable ● Distribution of output electronically instead of printed ● Call center access to electronic reports ● Better call center functioning ● Better customer service (Internal and external) ● Single view of customer or case ● Physical space saving ● Faster access to information ● Reduced duplication of reports ● Lower cost Functions:Benefits:

archiving ● Archiving of s according to predefined rules ● Storage and protection of s ● s categorized according to type ● discovery ● Compliance ● Reduced risk ● Control over the growth of stored ● Space saving ● Reduced duplication ● Reduced storage costs ● Improved efficiency ● Reduced time to find information ● E-discovery time reduced Functions:Benefits:

Portals/Intranet Single view of all information: – Documents, Web Content, Application data Integration backwards into Business systems Integration forwards into Front Office systems Integration outwards into customers and suppliers Project integration Enterprise Portals

Web Content Management Managing and Sharing Pieces of Documents across web-based applications and workgroups Needed For Delivering Personalized Information and Content Issues include: – Localization of Content (Multiple languages) – E-commerce –Management of old content

Web Content Management " Web content is collectively the text, graphics, audio, video and applications that provides a compelling experience online ” Application Code Database Content File System Content

Web Content Management (Social media) New issues: Web 2.0 and beyond –Wikis –Blogs –RSS Feeds –Other collaboration environments –Facebook, Twitter, Linkedin –Video (YouTube and others) –Instant messaging

Digital Asset Management Digital Asset Management (DAM): grew out of corporate creative departments/advertising agencies in late 1980s “A set of coordinated technologies and processes that allow the quick and efficient storage, retrieval and re-use of digital files … [including].. All types of text, video, audio, and image files,” Chris Schaefer, senior product marketing manager, Artesia Technologies i.e. multimedia content, which is becoming an increasing issue for many libraries “Rich content”

Digital Rights Management Digital rights management (DRM). Came to prominence in late 1998, with the formation of the Secure Digital Music Initiative (SDMI) SDMI's charter: “to develop open technology specifications that protect the playing, storing, and distributing of digital music such that a new market for digital music may emerge.” DRM solutions also being developed for text, video, software etc. etc. There are two parts to DRM: (1) a description of the rights associated with the content (meta data describing e.g. “usage rules”), and (2) technical enforcement of those rights/rules (encryption, software keys, watermarking etc.) DRM tends to be viewed as mainly an issue for content providers i.e. intellectual property management

Forms Management Forms creation Forms repositories –Ensure consistent use of standard forms Re-usable forms for different applications –Paper form –Published to web site for download or web completion –Complete on-line, or print and complete –Mobile applications –In messages Populate and validate data: –Within the form –On the web

Forms Management Workflows predefined for forms, such as approval processes Flexible forms dependent upon user characteristics Ability to include graphics, marketing messages etc May rely on some form of digital signature

EDRMS & OTHER TECHNOLOGY DRIVERS Legislation Cost pressures Customer service Operational efficiency PaperDMSImaging Elec. Records Mgmt POLICIES, PROCEDURES, PROCESSES The process STRATEGY

Summary Align the project to the corporate goals Understand what you need Understand how the various technologies will benefit Different units will derive different benefits from the various technologies It’s not just about records

Questions? Any questions?