Business Process Management Presentation - BPM and Compliance case study Presented by Ron Rubino – eRecords Solutions

1. AIIM LA Chapter
May 13, 2010
Business Process Management
City of Inglewood Enterprise Services
Presented By
Ron Rubino, Webiplex

2. Case Study Introduction
• City of Inglewood provides citation
processing services to other government
agencies (ICMS)
• Services are provided to 70 government
agencies and processes 2.5 million
parking citations per year
• In 2006 a decision was made to replace
in-house developed mainframe system
with hosted service

3. Contract Services
• Shifted from in-house staff to contract services for
imaging of manual citations and data entry
• Mainframe system application was replaced by
hosted service provided by contractor in
Milwaukee WI
• Customer Services (CS) added in Milwaukee and
Irvine
• Delinquent account collections service required
adding CS staff in New York and Inglewood

4. Challenges
• System configuration, data conversion and
training for all 70 client agencies
• Goal was to complete implementation in 6 months
• Small management staff at Inglewood had to
support customer service and coordinate work of
contract service providers (200 + end users)
• Primary communications was with telephone and
e-mail with attachments

5. Problems Developed
• Existing EDMS System only available to ICMS
• Document management and collaboration was
needed between clients, contractors and ICMS staff
• Customers’ calls for technical support were not
consistently assigned and resolved in timely manner
• Email became the primary communications means
and lacked management control and oversight
• Customers started to complain about lack of follow
up
• Backlog of service requests developed

6. Decision to Implement BPM System
• Task tracking using email and excel worksheets
was not adequate
• Selected DocuPeak applications platform to
provide help desk and document management
• Web browser SaaS with rapidly app development
• Did not require capital outlay
• Service request application was top priority
• Vision was to use DocuPeak to improve
processes and communications

7. Client Services Management (CSM)
• Goal #1- Provide an automated process to improve
communications between client agencies and the
ICMS service providers
• Goal #2 - Provide a means for client agencies to
submit a request for service and be able to monitor
the status of the request
• Goal #3 - Provide a shared document repository to
store images of citations and documents needed to
efficiently complete the citation management
business processes

8. Project Team
• CSM was a joint project Inglewood Enterprise
Services, Duncan Solutions, Law
Enforcement Systems, Webiplex and
eRecords
• Experience of Inglewood CS staff used to
define categories and data requirements
• Management decisions with service providers
to define assignment routes and timeframes
• Key client end users were consulted

9. DocuPeak BPM Features
• Web Form Service Requests
• Drop down list to describe request
• Automated assignment of tasks
• Ability to add supporting documents to requests
• Ability to send text messages and show history
• Dashboard view of service requests
• Notification of request and changes in status via
system generated e-mails
• Target days for completion based for each task
category
• Search engine and reports

10. Implementation Strategy
• ICMS designated an Application Administrator
• Contractor and Customer staff participated in
design
• Phased application development
• Train the Trainer methodology utilized
• Deployed Service Request app in weekly groups
• Used remote go-to-meeting sessions
• Follow-up by Account Managers
• App refinements of categories and reports
• Provided ongoing training for new staff

11. Data View

12. Add a Request
New Service
Request

13. Web Form

14. Search & Report
Filters & Saved Searches

15. DocuPeak Technology
• Service Oriented Architecture
• 100% .NET
• Web Browser User Interface
• Web Portal Front End
• EDMS capture, index, retrieve, control
• Microsoft SQL Database
• Microsoft Workflow Foundation
• Crystal Reports
• TWAIN Scanning Interface
• Rapid App Development

16. Questions?
Call Ron Rubino at
(949) 683-6130 or e-mail
Ron@webiplex.com