Enterprise Content Management
Glenys V. ReidProject ManagerOffice of the Chief Information OfficerGovernment of Victoria
Wednesday May 12, 2004Melbourne
28 June, 2004 2
Overview
• Strategic Context – Office of the CIO
• Information Management Issues
• The ECM Project
28 June, 2004 3
Strategic Context
• ICT spend approx. $1B p.a. and growing• Current decentralised approach leads to ICT
fragmentation, and excessive cost• Growing Victoria Together requires more holistic
responses and more integrated services• The Standard Corporate ICT Infrastructure Strategy
project carried out by BCG in 2002 identified ways to standardise ICT to:– support integrated services– Increase value for money from ICT by consolidation and
standardisation of ICT infrastructure
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Current WoVG ICT Themes
Using ICT in new and innovative ways to:• make it easier for people to find and access
government services• enable new services • improve existing services• improve productivity and efficiency
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Leadership
• The Office of the CIO (OCIO) has been created to lead the new WoVG ICT management agenda
• A new ICT Strategy Sub-Committee has been created to provide increased Government focus on ICT strategy and policy and on investment in ICT via the Office of the CIO
• The Office of the CTO (OCTO) has been created to manage major WoVG ICT projects and operate central ICT infrastructure
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What will change?
• variety of technologies
• different skill sets required
• ad hoc decisions and ICT duplication
Less
• reuse and sharing of standard ICT infrastructure
• integration of systems and data sharing
• support for integrated services
• value for money from ICT
More
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Core OCIO Projects Currently Underway
• Website Management Framework (WMF)– Governance, policy & standards, mgt processes
• Online Hosting Environment (OHE)– Architecture and infrastructure for new online
systems• Data Centre Consolidation (DCC)
– Creation of strategic WoVG data centres and disaster recovery arrangements
• Enterprise Content Management (ECM)– Web, documents, records– Selection of strategic WoVG solution(s)
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Other Relevant/Interfacing WoVG Projects
• Project Rosetta (CTO)– Authoritative, integrated,automated directory
infrastructure across the Victorian government• Victoria Online (CTO)
– A new generation, best practice, metadata-driven portal.
• TPAMS (CTO)– Strategic framework to improve quality and reduce the
cost of telecommunications for Victorian government • Victorian Electronic Record Strategy (VERS/PROV)
– archiving electronic records created or managed by the Victorian government.
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IT in 21st Century Government
• Internal - Efficiency and Productivity– Standardise– Centralise– Consolidate– Integrate– Rationalise
• External - Improved service delivery– Citizen-centric– Accessibility– Multi-channel
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Information Management
If you are not managing your content (i.e. information) you are not managing your business…*
ANDIf you are not managing your information,
then the ROI on that investment will be minimal.*
* Documentum – uniting the world through content (TM)
What Is Content Management?
Need to AddressTechnologyArchitecture
Creation/captureDelivery/collaboration
Access/securityArchive/offline
Globalization/discoverySyndication
Publish/pushWeb ServicesDomains
Unstructured:DM, KM, WCM,IM
Structured:Databases, RM/DMcatalogue & content Management
EnlightenedApplications link all major Content stores - collaboration,Seamless Technology architecture,Standards driven,Integrated, not “bolted-on”
Controlled ChaosControlled Chaos
Content FreeContent Free--forfor--AllAll
ContentContentManagement Management
Is ComprehensiveIs Comprehensive
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Content Management Segmentation
Content TypesContent Types
Unstructured ContentUnstructured Content Semi-structuredContent
Semi-structuredContent Structured ContentStructured Content
• File-based• Document level• Element level
• Images and graphics• Rich media
• Web content (HTML, XML, JSP, ASP)
• Catalog content• Templates (XSL)
• Databases• External applications• Commerce transactions
Content TypesContent Types
Unstructured ContentUnstructured Content Semi-structuredContent
Semi-structuredContent Structured ContentStructured Content
• File-based• Document level• Element level
• Images and graphics• Rich media
• Web content (HTML, XML, JSP, ASP)
• Catalog content• Templates (XSL)
• Databases• External applications• Commerce transactions
(Acknowledgment to Doculabs - www.doculabs.com)
28 June, 2004 13
Compelling Reasons for Change
A Strategic Enterprise approach is needed to manage Victorian Government mission critical information into the 21st Century.
Business Cases and Technologies for separate solutions are converging
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The ECM Future
• “We believe that enterprise content management (ECM) environments are likely to become as ubiquitous and as pervasive a part of a company’s enterprise application infrastructure in the coming few years as database management systems have been over the past two decades.”*
* Understanding the Strategies of Major Enterprise Content Management Suppliers – Patricia Seybold Group November 2003
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ECM Landscape
Enterprise Content Management
End-to-endIntegration
Repository Management
Publishing and Delivery
Contribution and Editing
Workflow
Library Services
Lega
cy
Docum
ents
Prin
tstre
ams
Office
Doc
umen
tsGra
phics
and
Imag
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eb C
onte
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mpl
ates
Third
-Par
ty /
Stru
ctur
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Rich M
edia
Appl
icatio
n Cod
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tent
M
anag
emen
t
Trad
ition
al E
DM
S
Dig
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sset
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a na g
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t
Enterprise Content Management
End-to-endIntegration
Repository Management
Publishing and Delivery
Contribution and Editing
Workflow
Library Services
Integration
Repository Management
Publishing and Delivery
Contribution and Editing
Workflow
Library Services
Lega
cy
Docum
ents
Prin
tstre
ams
Office
Doc
umen
tsGra
phics
and
Imag
esW
eb C
onte
ntTe
mpl
ates
Third
-Par
ty /
Stru
ctur
ed
Rich M
edia
Appl
icatio
n Cod
e
Web
Con
tent
M
anag
emen
tW
eb C
onte
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Man
agem
ent
Trad
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aditi
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ED
MS
Dig
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igi ta
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Ma n
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ent
28 June, 2004 16
The Business Problem
• Current technical solutions across government to facilitate Information Management of:– Web content;– Documents; and – Records
are increasingly unable to cope with the demands.
• Digital and Hard copy information within and across Departments and lead agencies is not being effectively controlled or managed in the Digital Age.
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Records and Documents250+ linear kilometres
of paper files on shelves
Web Content 191 websites
with approx 414,000 pages
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Current WoVG Context
• Systems– 18 Web Content– 9 Document and Records– 11 Ministerials & Briefings
• 17 Potential RFT’s 2004-2005– RFT expense – $2.7 million+– Procurement “Vendor’s Rule” - $22.9m+
• Consolidation Savings– $10-$20 million (ICT Infrastructure Strategy Report)
28 June, 2004 19
Mission Critical Information ExamplesDocuments
• Ministerials and Briefings• Legislation and Cabinet • WoVG and Major Project Files• Contracts and Tenders• Business Agreements• Web Pages or Archived websites• Emails
Records• Client• Financial • HR• Registrations and Licenses • FOI and Complaints
28 June, 2004 20
Business Drivers for “ECM”• Departments are struggling with “content” integration across
system silos;• Collaboration is hindered due to embedded technologies
with divergent architectures and standards;• Requirements for:
– Global discovery and re-use; – Standardised taxonomies;– Cost avoidance;– Efficiencies in authoring and versioning;– Ability to impose accountability regimes over content stores and
divergent formats. • Market for integrated web, records and document
management is maturing, and will continue to mature over the next three to five years;
• Trend is away from niched solutions; • External and client facing interaction should be aligned with
internal process management;• Stand alone systems ‘value detract’ through lack of
standardisation, limited collaboration, cost of integration / replacement.
28 June, 2004 21
ECM Objective
• Immediate – Strategic “enterprise” Product Solution for Web,
Document and Records Management
• Long Term – Enterprise approach to business information, data
taxonomies and information management principles.
– Business knowledge capital to be shared across Departmental silos
– Support VERS initiative
28 June, 2004 22
ECM Scope
Departments Lead AgenciesEducation & Training Vic Police
Human Services Vic Roads
Infrastructure State Revenue Office (SRO)
Innovation, Industry and Regional Development
Environmental Protection Authority(EPA)
Justice
Primary Industry
Premier & Cabinet
Sustainability& Environment
Treasury & Finance
Victorian Communities
Value Add
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ECM Project Timeframes 2004
• Strategic Procurement Plan April-May• WoVG Requirements April-May• RFT Development May-June• RFT to market July• Policy and Standards Development July• Governance July• RFT Evaluation September-October• Target Architecture October• Dept. Business Case October• Implementation Plan November• Contract/s signed December
Note: Intention is to have procurement project complete by December 2004 with implementation beginning no later than February 2005
Optimistically5-6 months
Realistically 7-8 months
28 June, 2004 24
ECM Project Deliverables
• WoVG ECM Requirements– Common, Web, Document and Records
• WoVG RFT and Evaluation• WoVG ECM Enterprise Solution, Products and
Services– A single “industrial strength” WoVG shared services
ECM solution procured by OCIO for ten departments+ four agencies;
– Pick list of niche products for smaller agencies;– Miscellaneous tools (discovery, report, audit, migrate
and analyse); – System Integrators & Support Services.
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ECM Deliverables (contd.)
• Target Architecture (final form post product selection)
• Governance, Policies & Standards
• Business Case (for each Department to assess “value add”)
• Implementation Plan
• Production Implementation (via CTO if procured).
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RFT Procurement Options
• Option 1 - Vendor’s Rule• Option 2 - Standards – Federated approach• Option 3 - ECM Desktop – De-centralised• Option 4 - ECM Desktop – Centrally shared
Option 4•Best Practice•Most Preferred •Least expensive
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Proposed ECM Desktop components*
• Web Content Management– Authoring, Publishing, Version Management– Renditioning– Workflow Collaboration– Process Automation
• Document & Record Management– Office & Email integration– VERS compliance– Process Automation
• Enterprise Discovery & Reporting• ECM eLearning Component
* Subject to WOVG licensing agreement
28 June, 2004 28
ECM Enhanced Functions• New requirements
– Streaming of video and audio – talking heads –management & production?
– Graphical Information System overlays (roads, halls, mobile coverage etc)
– Digital imaging – speed cameras, security cameras,
• Recent feature advances– ECM - not just WCM, Collaboration environments,– Better structured data management (issues,
incidents, results, records etc),– Digital Asset Mgt,
28 June, 2004 29
ECM Enhanced Functions… (contd)• Miscellaneous tools
– Enterprise search –desktop/intranet/content management system,
– Report creation for information management,
– Web site reporting:• Traffic, response times, pathways, error rates
– WMF project identifies requirements• Quality and structure,
– Content Management:• Audit and migration.
28 June, 2004 30
Information Architecture
• ECIA CoPEnterprise Content Information Architecture Community of Practise 25+ members from 11 Depts/AgenciesObjectives–Agree a common glossary of terms (vocabularies) for use in document and record management processes.
–Improve the strategic alignment of VERS, WoVG ECM and the IA for all departments and agencies.
–Agree on classification hierarchies (thesaurus) that can be implemented by departments and agencies in new content system deployments
–Promote a common Information Architecture model relating to core governance processes that can be used by departments and agencies.
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Resourcing
• Project Manager• Business Analyst • Technical Architect• Project Officer• RFT/Evaluation/Procurement
– Probity Auditor– Scope Manager– WoVG RFT Development & Procurement– Legal/Contract Development
28 June, 2004 32
GovernanceICT Strategy Board
eGovernment ICTCommittee
Senior Executive Executive
Executive Reference Group
Project Board
ChairSeniorExecutives
SeniorSupplier
SeniorExpert
Observers
ProjectAssurance
Shown for context only
OCIOProgramme Manager
Project ManagerCM
SeniorExpert ExpertsSenior
Project Support
Expert Reference Group
Expert Experts
Project Team
Project Manager
Project Support
Supplier
Expert Reference Group
OHE
SeniorExpert Experts
Project Manager
Project Support
Supplier
Expert Reference Group
WMF
SeniorExpert Experts
•Project Board – same for ECM/OHE/WMF
•Executive Reference Board
•WoVG Expert Reference Groups
•Web Content
•Document and Records
•Technical Architecture
28 June, 2004 33
Change Management – the hard bit!
“At the heart of change management lies the change problem, that is, some
future state to be realized, some current state to be left behind, and some structured, organized process for getting from the one to the other”
©Fred Nickols 2000http://home.att.net/~nickols/change.htm
Questions ????
THANK YOU
Glenys V. ReidProject Manager
Office of the Chief Information OfficerGovernment of Victoria
28 June, 2004 35
ECM Cost Model - In Scope• VERS integration for all systems• For each department
– Scoping/ product selection– Business Analysis, Design– Training & Change Mgt– System configuration
• Test data & directory• System Build• Desktop Integration• System implementation• Hardware including scanners• Software licenses• Workflow & Search/Discovery• Scanning software
– Business Support• Project management• 3 years operational support including hosting
28 June, 2004 36
ECM Cost Model - Out of Scope
• Departmental costs for– network capacity upgrades– specific customisation– existing system integration (TRIM, etc)– SOE desktop variances beyond defined supported versions– Buried data retrieval– Local data quality management/rectification– Existing Web, DM/RM data migration– Ministerial systems (although these could be supported)