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The Roadmap to Effective

eGovernment

Archiving as the starting point for Connected Government

Ronnen Brunner

Business Development Director, Public Sector, EMEA

EMC Information Intelligence Group

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• AENA

• Amece

• Battelle Memorial Institute

• BC Ministry of Finance & Corporate Relations

• Brisbane City Council

• Bundeskanzlerant

• Camara de Comercio de Barcelona

• Canada Council for the Arts

• Canadian Forces Publications Dept.

• Canadian Space Agency (CSA)

• Center for Disease Control (CDC)

• CERTI Nord

• CILEA

• City of Detroit

• City of Los Angeles

• City of Lucerne

• City of Philadelphia

• City of San Diego

• City of San Francisco

• City of Vienna

• Colegio de Registradores de la Propiedad

• Collier County Commissioners Office

• Consejeria de Medio Ambiente de la

Comunidad de Madrid

• Consular Affairs

• County of Grand Forks North Dakota

• County of San Diego

• County of Spokane Washington

• Danish Bibliographic Center A/S

• DARPA

• Department of Communication (South Africa)

• Department of Education (Victoria)

• Department of the Marine & Natural Resources

• Deutsches Klimarechenzentrum (DKRZ)

• Economic Planning Agency

• Edexcel Foundation

• Environmental Protection Agency (EPA)

• EU Direktoratet

• European Agency for the Evaluation of

Medicinal Products (EMEA)

• European Joint Research Centre (JRC)

• Federal Aviation Administration (FAA)

• Federal Bureau of Investigation (FBI)

• Federal Deposit Insurance Corp (FDIC)

• Federal Trade Commission (FTC)

• Food & Drug Administration (FDA)

• General Services Administration (GSA)

• Gerencia Municipal de Urbanismo de

Madrid (GMU)

• Gmuender Ersatzkasse (GEK)

• Gobierno de Canarias (Consejeria de

Presidencia e Innovacion Tecnologica)

• Government of Alberta

• Harrison County

• Hogskoleverket

• IEP Instituto Electrotechico

• Inchon International Airport

• Instituto Tecnologico de Canarias S.A.

• International Telecommunication Union

• Jalisco Judicial System

• Kawartha Pine Ridge School Dist.

• Korea Industrial Complex Corp

• Korea Post Office

• Korean National Railroad

• KSLI

• Landeshauptstadt Muenchen

• Las Vegas Valley Water District

• Leiden University Medical Centre

• Library of Congress

• Liguori Editore

• London Underground

• Martin County

• Maryland General Assembly

• Mestna Obcina Koper

• Metro de Porto

• Metro Porto (EFACEC Capital)

• Metropolitan Police

• Ministerio de Medio Ambiente

• Ministero della Giustzia - Dipartimento Affari

Civili

• Ministero Grazie e Giustizia

• Ministry of Defense

• Ministry of Finance, Greece

• Ministry of Foreign Affairs

• Ministry of Government Admin. & Home

Affairs, Republic of Korea

• Ministry of National Defense

• Ministry of Planning & Budgetary

• Ministry of the Flemish Government

• Montgomery County, Maryland

• Municipality of Mark, Sweden

• NASA

• National Association of Securities Dealers,

Inc.

• National Drug Intelligence Center

• National Ground Intelligence Center

• National Institute of Health (NIH)

• National Institute on Aging

• National Museum (Korea)

• Naval Air Systems Command

• Oklahoma Department of Human Services

• Oregon Public Employees Retirement

System

• Port of Portland

• Potchefstroom University

• Prince William County, Virginia

• Program Executive Office, Theater Air

Defense

• Province of British Columbia

• Public Record Office Victoria

• Public Works Rotterdam

• Registratie Kamer

• Royal Australian Mint Case Study

• Royal Navy

• Sage Telecom

• San Diego County Clerk

• San Francisco Department of Public Health

• Santa Clara Valley Water District

• Scottish Borders Council

• Sema Group AB/Swedish Police

• SMAS de Alamada

• Smithsonian Institute

• South African Dept. of Justice and

Constitutional Development

• Spokane County Clerk

• St. Gallen Rorschach Hospital District

• Stadt Manchen

• State of Michigan, Legislature

• State of North Carolina

• State of Texas

• State of Washington

• State of West Virginia

• State of Wisconsin

• Statens DataSentral a.s. (Norway)

• Telepolis Antwerpen

• Transport Committee for London

• Transportation Security

Administration

• U.K. Foreign & Commonwealth

Office

• U.K. Secretary of State for Defence

• U.S. Agency for International

Development

• U.S. Army Corps of Engineers

• U.S. Army Recruiting Command

• U.S. Courts

• U.S. Department of Energy

• U.S. Department of State

• U.S. Environmental Protection

Agency

• U.S. Federal Trade Commission

• U.S. Library of Congress

• U.S. Mint

• U.S. Office of the Secretary of

Defense

• U.S. Patent & Trademark Office

• U.S. Senate

• United Kingdom Patent Office

• Universitat der Bundeswehr (Army

University)

• University of Chicago Hospitals and

Health System

• Utlendingsdirektoratet

• Ville de Luxembourg

• Washington State PDC

• World Intellectual Property

Organization (WIPO)

• World Meteorological Organization

EMC Software in the Public Sector

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Roadmap to Effective eGovernment

A short animation introducing the roadmap

http://uk.emc.com/government

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What is one of the biggest problems

facing Public Sector?

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Financial Cost of Managing Paper

• Managing paper documents is

inefficient and costly

– Each document costs…

• $20 in labor to file

• $120 for a manual search

• $1 to store

• $5 to retrieve

– PLUS, on average, about 5% of

documents are lost…which means 25

hours needed to recreate the record!

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Public Sector Paper Related Complexities

Business Challenges Solution Components

Content is difficult to classify Categorize content early in the lifecycle

Records are poorly

maintained

Maintain records in centralized

repository

Auditing is manual and time

consuming

Track changes throughout content

lifecycle

Records are misplaced or

hard to find

Find and access appropriate records

quickly and easily

Need to manage access to

sensitive data

Control and monitor access to

information

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What solutions address the Content

Everywhere? What value does it deliver?

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Preservation

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Republic of the Seychelles Customer Profile

Business Drivers

Maintained library of over 30,000 cadastral maps

Older, fragile archive of documents over 100 years old

Due to the sheer volume, finding documents was difficult

Created an initiative capture, store and retrieve documents

Solution

Implemented ―out of the box‖ document scanning, viewing, annotation, enhancement and optical character recognition with Captiva

Business Results

Replaced the time consuming and error prone processes with faster, automated processes

Delivered electronic archive of images with rapid access while minimizing need to handle original documents

Now have rapid access based on their ability to index both scanned content and other existing digital content

Customer Profile:

Archipelago of 115 islands in Indian Ocean east of Africa

Responsible for maintaining esential records of land history dating back to 1800s

Victoria is the seat of government with 80,000

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Norwegian Police Data and Material Services Business Drivers

Content everywhere- Responsible for managing several hundred million documents and journals distributed on 500 servers

Exponential growth- 2TBs of audio, 5TB of video and 200 GB of photos

Access and insights- police and judiciary (12,000+) identify criminal patterns by sharing and analyzing content

Solution

Next generation content platform with search, retrieval and collaboration

Business Results

Increased Efficiency- rapid, secure access to content anywhere, anytime

Increased Effectiveness- improved ability to maintain law and order, reduce crime and secure justice

Customer Profile:

Norwegian Ministry of Justice responsible for ensuring secure society

Responsible for data and communications systems- all agency content

Headquarters in Oslo, providing content to 7

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JFK Library

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JFK Library

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JFK Library

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San Diego Assessor, Recorder, County

Clerk (ARCC)

Business Drivers

Managing ever-growing paperwork

Improving public access

Maintaining and controlling cots

Business Results

Faster Information Access- ARCC stores and immediately accesses images from

over 400 desktops across several counties

Revenue Generation- Documents are digitized and can be old to subscribing title

plants on CD

Cost and Time Savings- Information now accessible anywhere, anytime, anyplace

eliminating need to copy, fax, ship and travel

Solution

ApplicationXtender:, DiskXtender and WebXtender: Document imaging, indexing,

and retrieval

“This meets our goal of providing faster and improved access to

documents, maps, and vital records. The solution has also enabled

the improvement of disaster recovery plans and minimized storage”

Gregory J. Smith, County Clerk

Customer Profile:

Processes approximately 1 million documents annually

Appraisals alone represent 6 million pages

Required to keep a permanent copy of county records

Needed to consolidate from 3 offices to 1 central office

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Where do you get your next benefits? And

what benefits?

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The Swedish Prosecution Authority Customer Profile

Business Drivers

– How to handle over 1,000 cases/year, each with significant

content

– How to move from paper to electronic folders

– How to share and track documents with police and others

Solution

– A central e-repository that handles information for all the

applications used by the Swedish Prosecution Authority

Business Results

Yields greater operational efficiencies and lower systems

maintenance costs

Enables easier communications with the police, the Prison

and Probation Services, and other judicial bodies

Provides greater access to information

Simplifies the management of IT systems by uncoupling the

repository from the application

Customer Profile:

Three national prosecution offices- corruption, crimes against the police and security

Over 770 prosecutors handling over 1,000 cases/yr

Investigate crimes, decide whether to prosecute

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The South African Revenue Service Customer Profile

Results

Maximizing tax revenue collection

Accelerating responsiveness to taxpayer enquiries

Minimizing tax payer burden --- Making it easy!

Decreased tax forms processing time from 120 to less than 14 days

Reduced processing error rate from 40% to less then 7%

Reduce physical storage cost: all paper shredded/stored in repository

Volumes

180 000 average forms pages / day, up to 700 data fields on each form

30 people for scanning, 160 people doing Data validation, 15 Team leads, 2 Shifts covering 7:00 – 21:00 hours

Revenue Service Modernization Program SARS modernization program vision: Improve citizen satisfaction, Be an innovative revenue and customs agency. Enhances economic growth and social development. Provide an enhanced, transparent and client-orientated service to ensure optimum and equitable collection of revenue

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Redcar and Cleveland Borough Council

Redcar & Cleveland is a unitary Council formed in 1996 and part

of the Tees Valley economic area, it has a resident population of

around 140,000 and employees over 7,000 staff at multiple sites

• Business Problem – Lack of controlled documentation, need for better access to information, etc.

– Unlike private organisations – Council made up of several departments that

could be a company in their own right, eg Highways, Planning, Education all

having their own specific requirements which are unique to them

• Solution built – Smart capture deployed to HR to scan & store HR records

– BPM solution to accelerate supplier selection

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Redcar and Cleveland Borough Council

Open on-line

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Case Study: KELA Finland Stores Medical Data of 5.3 Million Finnish Citizens, Radically Boosts

Efficiency of the Entire National eHealth System

Business Overview: The Social Insurance Institution of

Finland (KELA) serves as many as

300,000 professionals within the Finnish

public healthcare and pharmacies, as well

as private medical clinics plus 5.3 million

Finnish citizens.

Challenge

To keep the most essential digital information

protected, secure and continuously available

Improve clinical productivity while lower costs

Solution

Virtual repository for Patient Records solution

called KanTa, a centralized national patient record

archive, with Captiva and Documentum xCP

(DTCM/BPM) case management

Results

By streamlining the information management

processes of the entire healthcare sector, the system

is predicted to

improve clinical productivity

while generating major financial savings

A ―citizen view‖ provides access to 5.3 million

Finnish citizens to information concerning their

personal medical information

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FBI – “Sentinel” Case Management Program

• Challenge – Implement a Web-based portal to initially allow access to the

soon-to-be-replaced automated case-support system and, later, data in the new case-management system.

– Create a case management ―workbox‖ to summarize a user’s workload (the case files an agent or analyst is working on) and provide automatic indexing in case files according to person, place, or thing.

– Allow single point access to investigative case work

• Solution – An electronic case and records management system, with

cutting edge search, extraction and information sharing capabilities

• Documentum ECM and Records Management

– Integration with existing vendors • Siebel, Metastorm for BPM, IBM Websphere

• Benefits – Allows FBI special agents, supervisors and executives to

process evidence and other information as well as schedule and monitor work flow, using secure information sharing technology

Customer Profile:

The FBI SENTINEL program is a 6 year, 6 phase $305M program.

About 30,000 FBI users now access Sentinel as they begin a typical work day

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California Department of Corrections and

Rehabilitation (CDCR)

• Organization:

– Responsible for the operation of the California state corrections,

rehabilitation, probation and parole systems, and enforcement and

investigations of parolees and prison inmates

– CDCR employs approximately 33,000 state peace officers

– Houses 172,000 prisoner in 33 facilities through out the state of CA

• Compelling Event: – Lack of an automated, centralized offender case management system reduces the State’s

ability to effectively manage and supervise the offender’s time with the Department of

Corrections

– Set out to create a fully integrated Strategic Offenders Management System (SOMS)

• Corporate Objectives: – Get control of the 200 million paper documents that exist and the millions more being

generated yearly.

– Increase productivity by automating paper processes

– Reduce number of lawsuits which are incredibly expensive

– Consolidate more than 25 existing databases to create a more effective, fully automated management system

– Enable program administrators, correctional counsellors, officers, parole agents, and other staff to access information about an offender instantly, regardless of the offender's location within the system.

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And what about constituents and service

improvement?

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Delivering Value @ Each Stage

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Archiving Digital information is also important Legacy Application Decommissioning

Purchase Order

Customer

PO Number

Customer

Ref Description

Price

Quantity

Purchase Order

Customer

PO Number

Customer

Ref Description

Price

Quantity

Purchase Order

Customer

PO Number

Customer

Ref Description

Price

Quantity

Extract data

from legacy

systems

Load to

repository

Centera

Transform relational

data to XML capturing

data and data context

EMC xDB or

Documentum + XML Store

Web application to access

data for eDiscovery and

reporting

Validate

& Audit

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Cases in the public sector come in all

shapes and forms

consular case management and crisis

response management

electronic social care and case record

management system

client caseload information system

(CCIS)

electronic case register

provision of medical information, patient

administration

electronic health records

children's services information

Court case

management system children centre management information

system

membership data management system

Contract management

Freedom of information

applications handling

surveillance system

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General Government

Criminal Justice and Law Enforcement

Taxation and Revenue

Social Services

Local Government

• Freedom of information applications handling

• Correspondence handling (enquiries, complaints, policy input) • General public • Pressure groups,

lobbyists, stakeholders

• Lawmakers/elected members

• Managing grants/subsidies

• Trade, agriculture, culture, sport, community development transport, etc.

• Managing permit applications

• Planning and licensing relating to energy, environment, construction, etc.

• Investigations • Of individuals,

organizations in breach of laws and regulations

• Policymaking • Evidence-gathering • Decision-making • Drafting legislation

• Investigations and intelligence

• Criminal case management/public prosecutor

• Prisoner/offender management and probation service • Youth services • Adult

• Criminal record keeping

• Personal and corporate taxation • Client

management • Tax calculation • Record keeping • Form Processing

• Compliance activity • Investigations • Appeals

• Client assessment and management • Children at

risk/in care • Adoption/fosteri

ng • Vulnerable

adults/ disability • Resource allocation • Legal Aid

• Benefits • Neighbourhood

Services • Housing

Registrations • HR / Payroll • Recruitment • Social Care • Risk Management • Finance and

Accounts • Tender and

Contract Process • Accounts Payable • Managing permit

applications

Applicability of Case Management in the

Public Sector

Prisoner Case

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