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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

28 June, 2004 4

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

28 June, 2004 5

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

28 June, 2004 6

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

28 June, 2004 7

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)

28 June, 2004 8

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.

28 June, 2004 9

IT in 21st Century Government

• Internal - Efficiency and Productivity– Standardise– Centralise– Consolidate– Integrate– Rationalise

• External - Improved service delivery– Citizen-centric– Accessibility– Multi-channel

28 June, 2004 10

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

28 June, 2004 12

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

28 June, 2004 14

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

28 June, 2004 15

ECM Landscape


End-to-endIntegration

Repository Management

Publishing and Delivery

Contribution and Editing

Workflow

Library Services

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Workflow

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Integration




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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.

28 June, 2004 17

Records and Documents250+ linear kilometres

of paper files on shelves

Web Content 191 websites

with approx 414,000 pages

28 June, 2004 18

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

28 June, 2004 23

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.

28 June, 2004 25

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).

28 June, 2004 26

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

28 June, 2004 27

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.

28 June, 2004 31

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


OHE

SeniorExpert Experts

Project Manager

Project Support

Supplier


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

http://home.att.net/~nickols/change.htm

Questions ????

THANK YOU

Glenys V. ReidProject Manager

Office of the Chief Information OfficerGovernment of Victoria

[email protected]

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)