AIIM LA ChapterMay 13, 2010

Business Process ManagementCity of Inglewood Enterprise Services

Presented ByRon Rubino, Webiplex

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

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

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

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

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

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

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

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

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

Data View

Add a Request

New Service Request

Web Form

Search & Report

Filters & Saved Searches

• 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

DocuPeak Technology

Questions?

Call Ron Rubino at (949) 683-6130 or e-mail

Ron@webiplex.com