Business Process Document Management by kma38350

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									Electronic Document
Management Systems

Monica Crocker, CRM, PMP
Chris Lancrete

  ISM September 11, 2006
Definitions
   EDMS: Electronic Document Management
    System
   BPR/BPM: Business Process Redesign/
    Management
   ECM: Enterprise Content Management

      “the technologies used to create, capture,
      customize, deliver and manage enterprise
        content to support business processes”

                    ISM September 11, 2006
Document Imaging Fundamentals

   Prep


            Scan




          Index
          •Unique ID                                               Retrieve
          •Date
          •Doc Type
          •Association to                       Commit
          cases/clients                         (store)


                                                Document Library
                       ISM September 11, 2006
 Document Imaging “add-ons”
                                      Barcodes                       Workflow

                                      Character
             Prep                     recognition

                      Scan                                 Notification
                                                          (mail delivery)


                    Index
                    •Unique ID                                                  Retrieve
                    •Date
Faxes
                    •Doc Type
Electronic          •Association to                       Commit
Forms               cases/clients                         (store)
Other kinds
of “content”                                              Document Library
                                 ISM September 11, 2006
Hennepin County Human Services
& Public Health Department
 1.1 million residents
 Approximately 35% of residents are
  served by HSPHD in some way
 Services include:
    Public Assistance (Cash/Food/Health Care),
    Employment Services, Child Support,
    Child & Adult care, Veterans’ services, Child Protection,
    and other Social and Health services
   6 separate departments prior to 2004


                            ISM September 11, 2006
Business Vision

 Service Integration
 Collaboration
 Compliance with HIPAA
 Mobility
 E-Government




               ISM September 11, 2006
    Experience: Hennepin County
   The DIAMOND system
     Imaging  and online distribution of
      client mail & faxes to workers (140,000 docs/month)
     Form templates for outgoing correspondence (10,000
      mailings/month)
     Piloted in 1996, fully implemented by 2000
     All public assistance case files are online, plus content
      related to employment services, child care, other
      programs
     700 daily users inside and outside county offices


                           ISM September 11, 2006
Progress
   Paper files eliminated (along with 5000 sq.ft. of
    record center space)
   Measurable time savings
   Ability to share case files across related lines of
    business
   Opportunities for Business Process Redesign
   Client service improvements



                       ISM September 11, 2006
Future: Enterprise Electronic Case
Files
   Expansion to all of Human Services and Public
    Health
   Fully web-enabled
   Capture and manage all forms of digital content
   Greater emphasis on automated workflow and
    business process management
   Establish platform for service integration


                     ISM September 11, 2006
   HSPHD Electronic Case File
                           ECF
            Capture     Framework                      Receive
           Incoming                                  notifications
          documents   Image Repository                                    Web-
Central                                              Search Files    connected
Imaging                                            & View Contents       Direct
                      Content Repository                               Service
                                                                          Staff
                                                     Create, save,
                        Forms Library                edit working
       Faxes                                          documents
      US Mail
    Other paper       Process Manager
 Electronic content                                  Send Forms
                      Data Connections
                       Clients, Cases,
                       Service Areas,
                          Workers
          HSPHD
          Client          ISM September 11, 2006
ISM September 11, 2006
Minnesota Dept of Human Services

   The largest Minnesota state agency (6000
    employees) responsible for meeting the
    basic needs (including health care) of the
    state’s vulnerable populations (disabled,
    elderly, children, impoverished)




                   ISM September 11, 2006
Business Vision
 Single Enterprise Solution
 Compliance with HIPAA (and other
  regulations)
 Collaboration (with counties)
 Space savings and optimized building
  design
 Improved efficiency of business processes



                 ISM September 11, 2006
Experience: Enterprise EDMS
Program Approach
   Define Standards & Build Central Architecture
   Phased Implementation Approach (repeat as
    necessary)
     Prioritize Business Units
     Assemble Resources
     Conduct  Business Process Modeling/Redesign (BPM)
     Complete Document Inventory
     Define Functional Requirements
     Develop Solutions (including integrations)
     Convert Backfile
     Deliver enhancements

                        ISM September 11, 2006
Assembling a Project Team
   Project Sponsor (“C” level)
   Resource Manager
   Project Manager
   Business Process Modelers (Business Analysts)
   Subject Matter Experts
   Records Manager
   Technical Team Resources
   Backfile Conversion Area Supervisor and Staff

                    ISM September 11, 2006
Progress
   Over 10,000,000 documents in system
   Over 30 different document repositories
    (business functions) supported
   Over 1000 users
   Daily volume of more than 10,000 new
    documents
   Critical line of business application with
    integration to legacy databases

                       ISM September 11, 2006
BEFORE BPM                                                                                                                       10.1
                                                                                                                                Request                                     S9                                                        1768 -
                                                                                                                                                    Request                                                                          Employee
                                                                                                                             doctor’snote
                                                                                                                                                    for note               Doctor                                                     Actions
                                                                                                                              (BenefitCall
                                                                                                 Laterreturn                    Center)                                                                             1768 for          Section
                                                                                                                                                                                                  Doctor’s        FMLA-related
                                                                                                    date                                                                                           note
                                                                     Sufficient                                                                                                                                    Leave of
                                                                                                                                                                                                                   Absence
                                                                     balances

                                                                              10.0                                                11.0                                                                                                                13.0           Entered          14.0
                                                                          ReviewFMLA                                            Remind                                                                            12.0                           Enterleave of        1768          Put1768 in
                                                         Leave                                         Low                                          Reminded                S7                                  Review
                       DS6       FMLA                   activity          Open File for               balance              Supervisor by e-         Superviso                                  Sent          forcompletion       Complete          absence in                      FMLA Open
                                Open File                                 leave activity                                   mail to send 1768                           Supervisor              1768                                1768             SEMA4                              File
                                                      information                                        s                                             r                                                      (BenefitCall                                          Leave of
                                                                           (BenefitCall                                      (BenefitCall                                                                        Center)                          (BenefitCall                     (BenefitCall
                                                                             Center)                                             Center                                                                                                             Center)         absence          Center)
                                                                                                                                                                                            Call about                                                             information
                                                                                                                                                                                           incomplete
                                                                                                                                                                                              1768
                                                                                                                                                                                                                                                                    DS2      SEMA4
                                                                                                                                      4.1                                                     Created FMLA file
                                                               DS2       SEMA4                                                      Create                                                                                    Employee                                                   1768 in
                                                                                                                  Time
                                                                                                                                   FMLA file                                                                                  name and              6.0                                   FMLA
                                                                                                                Tracking                                                                                          S22
                                                                                                                                  (BenefitCall                                                                                                    Record                                  Open
                                                                Employee             Daily                       Report                                                                                                         unit
                                                                                                                                    Center)                                                                    FMLA Log        number         employee name                                File
            S7                                       Employee   name and             Time                                                                                                                                                     and unitnumber
                                                                                                                                                                                                                in Excel
                                                    information   ID#              Tracking                                                                                                                                                    in FMLA Log
                                 E -ma il                                           Report         4.0                                                                                                                                          (BenefitCall
        Supervisor                        or
                                  re ga rd ph on e ca ll                                    Send e-mail with                                                                                                      5.0                             Center)
                                           in gFM                   1.0                                                                                           S7
                                                  LA                                         attached FMLA                                                                                                       Print
                                                                 Determine      Determined                                          Sente-mail
                                                                                             documentsfor                                                                           Completed Memo             Supervisor                                                      FMLA Open
                                                               FMLA eligibility   eligible                                         with attached                                                                               Printed SupervisorMemo                DS6
                                                                                           Supervisor to give to                                               Supervisor            sentbye-mail                Memo                                                             File
                                                                (BenefitCall     forFMLA                                          FMLA documents
                                                       a ll                                     employee                                                                                                      (BenefitCall
                                                  nec             Center)
                                            r ph o on tact                                    (BenefitCall                                                                                                      Center)
                                      a il o
            S1                   E -m r son al c M LA                                            Center)                                                                                                             Updated
                                      e           F
                                 o r p a rd in g                                                                                                                                                                      doctors
                                     re g                                                                                                                                                                          information
         Employee                                                   Determined                                                                                                                                      (extended
                                                                                                                                                            Forwarded
                                                                      ineligible                                                                                                                                       leave)
                                                                                                                                                          FMLA documents
                                                                     forFMLA
                                                                                                                                                                                                                                          Date-stamped
                                                                                                                                                                                             Signed                                    Insurance Premium
                                                                                                               3.0                                                                     Insurance Premium                                   Recovery
                                                                                                         Send e-mail to                                                                    Recovery                                       Authorization                 8.0
           S24                                                      2.0                                                                                           S1                      Authorization                   7.0                 Form
                                                                                                         employee with              Sente-mail                                                                                                                     Placeforms in
                                                               Complete Denial Completed                 attached Denial               with                                             Form sentbymail               Date-stamp                                 BenefitCall Center
       Denial Letter             BlankDenial Letter                Letter                                                                                                                                               forms
                                                                               Denial Letter                Letter;CC                attached                   Employee                    Mailed or                                                                 mailbox
         in Word                                                (BenefitCall                                                                                                                                        (Kathy,Susan,           Date-stamped
                                                                                                           Supervisor               Denial Letter                                                                                                                 (Kathy,Susan,
                                                                  Center)                                                                                                                     faxed                     Alexis)              Certification
                                                                                                          (BenefitCall                                                                                                                                                Alexis)
                                               Employee                                                                                                                                   Certification of                                        of
              Employee                                                                                       Center)
                                               exhausts                                                                                                                                    Health Care                                       Health Care                                    Placed
              returns to                                                                   S23
                                                FMLA                                                                                                                                      ProviderForm                                      ProviderForm                                 Certification
                work                                                                                                                                                                                          Mid-morning                                                    Placed
                                                hours                                 Medical                                                                                                                                                                                                  of
                                                             Medical                                                                                                                                            and mid-                                               Insurance Premium Health Care
                                   15.0                                            documentation                                                                                                               afternoon       Placed
                               Pull medical               documentation                files                                                                                                                                                                               Recovery     ProviderForm
       Notification                                                                                                                                                                                          mail deliveriesCertification                                 Authorization
                             documentation                                                                                     Denial Letter                                                                                     of                                                        for BCC
           of                                                                                                                                                                                                                                                             Form forBCC
                               from FMLA                                                                                                                                                                                    Health Care
       employee’s
       return date              Open File                                                16.0                                                                                                                              ProviderForm
                              (BenefitCall                                                                                                                                                                                                                               BenefitCall
                                                                                        Place                                                                                                                                 for BCC      Placed                         Center                             Placed
                                 Center)                                                                          Placed                                                                                                                                         DS5
                                                                                     non-medical                                                                                                                                     Insurance Premium                    mailbox         Placed         Certification of
                                                                                                                non-medical
           Medical                                        Non-medical              documentation in            documentation                                17.0                                                                         Recovery                                       Insurance         Health Care
        documentation                                    documentation               “To Be Filed”                                                           File                                            S3                         Authorization                                    Premium         ProviderForm
                               Completed                                                                                                                                                                                                Form forBCC                                                        forFMLA
                                                                                          bin                                                            non-medical              Filed                                                                                                 Recovery
                                 FMLA
                                                                                     (BenefitCall                              “To Be                                                                                                                                                                      Open File
                                                                                                                     DS1                               documentation in        non-medical             File Room:                                                                     Authorization
                                                                                                                              Filed”bin
                                                                                       Center)                                                          personnel file        documentation            Lektriever                             Insurance Premium                          Form for
       FMLA                        18.0                                                                                                                  (Susan and                                                                               Recovery                    9.1      FMLA Open
DS6                               Remove                                                                                              Placed               Alexis)                                                             9.0                                                          File
      Open File                                                                                                                                                                      S8                                                          Authorization           Put formsin
                                 employee                                                  S22                                      non-medical                                                                               E-mail                                    FMLA Open File
                                                            Removed                                                                                                                                                                                 Form
                             information from                                                                                      documentation                                                                             Payroll               Certification         (BenefitCall
                                                       employeeinformation           FMLA Log                                                                                       Payroll
                                FMLA Log                                                                                                                                                                 E-mail            (BenefitCall                 of                 Center)
                                                                                      in Excel
                               (BenefitCall                                                                                                                                                                                  Center)               Health Care
                                  Center)                                                                                                                                                                                                         ProviderForm


                                                                                                                       ISM September 11, 2006
AFTER BPM                                                      grey=gone                                                                  bold=done by system

                                                                                                                                10.1
                                                                                                                               Request                                      S9                                                        1768 -
                                                                                                                             doctor’snote           Request                                                                          Employee
                                                                                                                                                    for note               Doctor                                                     Actions
                                                                                                                             (BenefitCall
                                                                                                 Laterreturn                                                                                                       1768 for           Section
                                                                                                                               Center)                                                            Doctor’s
                                                                                                    date                                                                                                          FMLA-related
                                                                                                                                                                                                   note
                                                                      Sufficient                                                                                                                                   Leave of
                                                                                                                                                                                                                   Absence
                                                                      balances

                                                                              10.0                                                11.0                                                                                                                13.0           Entered         14.0
                                                                          ReviewFMLA                                            Remind                                                                            12.0                           Enterleave of        1768         Put1768 in
                                                         Leave                                         Low                                          Reminded                S7                                  Review
                                 FMLA                                     Open File for                                    Supervisor by e-                                                    Sent                              Complete          absence in                     FMLA Open
                       DS6      Open File               activity          leave activity              balance              mail to send 1768        Superviso                                  1768          forcompletion         1768             SEMA4                             File
                                                      information                                        s                                             r               Supervisor                             (BenefitCall
                                                                           (BenefitCall                                      (BenefitCall                                                                                                         (BenefitCall      Leave of      (BenefitCall
                                                                             Center)                                             Center                                                                         Center)                             Center)         absence         Center)
                                                                                                                                                                                            Call about                                                             information
                                                                                                                                                                                           incomplete
                                                                                                                                                                                              1768
                                                                                                                                                                                                                                                                    DS2    SEMA4
                                                                                                                                      4.1                                                     Created FMLA file
                                                                DS2       SEMA4                                                     Create                                                                                     Employee                                                 1768 in
                                                                                                                  Time             FMLA file
                                                                                                                                                                                                                               name and             6.0                                  FMLA
                                                                                                                Tracking          (BenefitCall                                                                     S22                            Record
                                                                                                                 Report                                                                                                           unit                                                   Open
                                                                Employee             Daily                                          Center)                                                                                                   employee name
                                                                                                                                                                                                                                number                                                    File
            S7                                       Employee   name and             Time                                                                                                                         FileNET                     and unitnumber
                                                    information   ID#              Tracking                                                                                                                                                    in FMLA Log
                                  E-ma il                                           Report           4.0                                                                                                                                        (BenefitCall
        Supervisor                        or
                                   re ga rd ph on e ca ll                                     Send e-mail with                                                                                                    5.0                             Center)
                                           in gFM                    1.0                                                                                          S7
                                                  LA                                           attached FMLA                                                                                                     Print
                                                                  Determine      Determined                                         Sente-mail
                                                                FMLA eligibility    eligible   documentsfor                        with attached                                    Completed Memo             Supervisor      Printed SupervisorMemo               DS6    FileNET
                                                                                             Supervisor to give to                                             Supervisor            sentbye-mail                Memo
                                                                 (BenefitCall     forFMLA                                         FMLA documents
                                                        a ll       Center)                        employee                                                                                                    (BenefitCall
                                                    nec
                                              r ph o on tact                                    (BenefitCall                                                                                                    Center)
                                        a il o
            S1                    E-m r son al c LA                                                Center)                                                                                                           Updated
                                         e           M
                                   o r p a rd in gF                                                                                                                                                                   doctors
                                       re g                                                                                                                                                                        information
         Employee                                                   Determined                                                                                                                                      (extended
                                                                      ineligible                                                                            Forwarded
                                                                                                                                                          FMLA documents                                               leave)
                                                                     forFMLA
                                                                                                                                                                                                                                          Date-stamped
                                                                                                                                                                                             Signed                                    Insurance Premium                                        Placed
                                                                                                                                                                                       Insurance Premium                                   Recovery                                           Insurance
                                                                                                               3.0
                                                                                                                                                                                           Recovery                                       Authorization                                        Premium
           S24                                                                                           Send e-mail to                                           S1                                                                                                    8.0
                                                                     2.0                                                                                                                  Authorization                    7.0                Form                                            Recovery
                                                                                                         employee with              Sente-mail                                                                                                                    Placeforms in
                                                                Complete Denial                                                                                                         Form sentbymail                Date-stamp                                                            Authorization
                                  BlankDenial Letter                Letter       Completed               attached Denial               with                                                                              forms                                   BenefitCall Center            Form for
       Denial Letter                                                            Denial Letter               Letter;CC                attached                                                                                                                        mailbox
                                                                 (BenefitCall                                                                                   Employee                    Mailed or                (Kathy,Susan,                                                           FMLA Open
         in Word                                                                                           Supervisor               Denial Letter                                                                                           Date-stamped          (Kathy,Susan,
                                                                   Center)                                                                                                                    faxed                     Alexis)              Certification                                        File           Placed
                                                Employee                                                  (BenefitCall                                                                    Certification of                                                           Alexis)
                 Employee                                                                                                                                                                                                                         of                                                          Certification
                                                                                                             Center)
                                                exhausts                                   S23                                                                                             Health Care                                       Health Care                                  Placed                   of
                 returns to                      FMLA                                                                                                                                     ProviderForm
                   work                                                                                                                                                                                       Mid-morning                   ProviderForm                               Certification          Health Care
                                                 hours                                                                                                                                                                                                                     Placed           of               ProviderForm
                                                              Medical                                                                                                                                           and mid-                                             Insurance Premium Health Care
                                    15.0                                              FileNET                                                                                                                  afternoon                                                                                       forFMLA
                                                           documentation                                                                                                                                                       Placed                                    Recovery
                                Pull medical                                                                                                                                                                 mail deliveriesCertification                                             ProviderForm             Open File
       Notification                                                                                                                                                                                                                                                     Authorization    for BCC
                              documentation                                                                                    Denial Letter                                                                                      of
           of                                                                                                                                                                                                                                                           Form forBCC
                                from FMLA                                                                                                                                                                                   Health Care
       employee’s
                                 Open File                                                                                                                                                                                 ProviderForm
       return date                                                                       16.0                                                                                                                                                                          BenefitCall
                               (BenefitCall                                              Place                                                                                                                                for BCC      Placed
                                                                                                                  Placed                                                                                                                                         DS5     Center
                                  Center)                                            non-medical                                                                                                                                     Insurance Premium
                                                                                                                non-medical                                                                                                                                             mailbox
           Medical                                        Non-medical              documentation in                                                         17.0                                                                         Recovery
                                                                                                               documentation
        documentation                                    documentation               “To Be Filed”                                                           File                                            S3                         Authorization
                                Completed
                                                                                          bin                                                            non-medical              Filed                                                 Form forBCC
                                  FMLA
                                                                                     (BenefitCall                    DS1       FileNET                 documentation in        non-medical
                                                                                       Center)                                                          personnel file        documentation              FileNET                              Insurance Premium
                                   18.0                                                                                                                  (Susan and                                                                               Recovery                   9.1
 DS6   FileNET                    Remove                                                                                              Placed               Alexis)                                                              9.0                                     Put formsin
                                                                                                                                                                                     S8                                                          Authorization
                                 employee                                                  S22                                      non-medical                                                                                E-mail                                  FMLA Open File
                                                             Removed                                                                                                                                                                                 Form
                              information from                                                                                     documentation                                                                              Payroll              Certification        (BenefitCall
                                                        employeeinformation                                                                                                         Payroll
                                 FMLA Log                                              FileNET                                                                                                           E-mail             (BenefitCall                of                Center)
                                (BenefitCall                                                                                                                                                                                  Center)              Health Care
                                  Center)                                                                                                                                                                                                         ProviderForm

                                                                                                                      ISM September 11, 2006
Future: Continued Expansion
   Migrate to completely web-enabled solution
   Add scanning onto Central Mail Room functions
   Evolve from EDMS to ECM
   State-wide BPR for health care documents
   Continued expansion within existing business
    units and to new business units
   Development of several enterprise-wide shared
    repositories (contracts, policy, etc.)


                    ISM September 11, 2006
Conclusion/Questions
 Plan and then plan to change your plan!
 Address need for “change management”
 Over communicate

 Think BIG
 Constrain expectations




                 ISM September 11, 2006
    For further information:
   Chris Lancrete                                     Monica Crocker
    IT Consultant                                         EDMS Coordinator
    Hennepin County                                       MN Dept of Human Services
    Human Services and Public Health Dept                 monica.crocker@state.mn.us
    chris.lancrete@co.hennepin.mn.us

                                         AIIM
                                      www.aiim.org
                                        ARMA
                                      www.arma.org
                                The Sedona Guidelines
                               www.thesedonaconference.org
                                         ISO
                                       www.iso.org
                                        ANSI
                                      www.ansi.org
                                       ISM September 11, 2006

								
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