XEM Correspondence Management System (eMorasalat), the solution herein
discussed is primarily concerned with satisfying the requirements of the
correspondence process, focusing on the capture, storage, routing and retrieval
of correspondence documents electronically, and in so doing eliminating
reliance on files. This is also
expected to reduce the risks, costs, and inefficiencies associated with
hardcopy filing, to achieve shortened request process turnaround times and to
increase staff availability for other activities
Xerox Emirates Correspondence Management System identified a
number of opportunities as part of requirements analysis related to
correspondence management of correspondence documents include all incoming and
outgoing correspondence that required implementation of an appropriate
Correspondence Application to support the organization going forward. These included:
·
A
need to improve the review and approval processes which were email based,
manually tracked, and not auditable to the required level.
·
The
requirement to automate correspondence workflows and to maintain document
status and track registers.
·
Add
unique identity to all incoming\outgoing correspondence.
·
To
electronically distribute incoming correspondence.
·
To
assign incoming correspondence for action and track that the action has been
performed
·
To
assign expected reply date so follow-ups can be managed effectively
·
The
ability to plan & prioritize workload efficiently
·
The
requirement to ensure SLA compliance and to maintain & enhance the
municipality reputation as being responsive
·
A
system that will ensure outgoing correspondence has been approved &
endorsed
·
A
system for ensuring that correspondence is accurately responded
·
The
ability to identify status of response
High-level objectives of the Xerox Emirates Correspondence
Management System are as follows:
·
Capture
all Correspondences documentation in a single electronic Correspondence
management system which is fully accessible through an out of the box EMC
Documentum web based interfaces, allowing multiple users to access and
undertake actions from different locations in parallel.
·
Structure
Correspondences documentation in a logical and secure manner which is readily
accessible either by navigating through a folder structure or searching based
on common terminology / attributes
·
Streamline
the processes related to communications documents, utilizing electronic workflows
with automated registers to manage issue, distribution and associated actions.
·
Reduce
quantity of hardcopy Correspondences and duplicated information across.
·
Ensure the
information and intellectual property is retained and available for reuse.
At any Public / Private leadership identified that a common
repository was required in order to maintain a common approach to the Entity
information and knowledge management. It is therefore imperative that, wherever
possible, a consistent approach is taken when satisfying a myriad of individual
requirements. This Base System forms the basis of the common platform.
In any organization, there are numerous storage mechanisms
available. These typically include:
·
A network
shared drive(s)
·
Local
drive
·
Email
Storage
·
Project or
collaborative spaces such internet /
intranet portal
·
Databases
·
ERP and
CRM
When determining what type of content should be stored in
Documentum, the following questions should be asked:
·
Is there a
legal requirement to retain this information?
o
For
internal or external compliance reasons
o
Statutory
reporting purposes, e.g. accounting or safety records
·
Does the
document hold business value even in its draft form? Business value can include
documents that:
o
Approve or
authorize actions
o
Signify a
policy change or development
o
Commit to
an arrangement or to a business deal
o
Contain
advice, guidance or constitute formal communications to people both inside and
outside
o
Are received
as external correspondence relating to work
o
Form the
basis of any work related decisions
Have reuse value, including templates, other administrative
forms, and training materials etc.
·
Does the
document hold business value only once it is completed?
·
How
important is the document?
o
Does the
document need to be retained in a formalized manner to satisfy legal
requirements?
o
Is the
document critical to the operations?
o
Are audit
trails tracking specific actions taken on the document required?
·
Who needs
access to the document?
o
All
members within a selected Business Unit?
o
Only
selected staff members or a project team?
o
Only
personal access is required?
·
Should the
document be protected with advanced and granular security settings or
technologies?
·
Does the
document need to be accessed from remote locations?
·
Does the
system need to be accessible 24/7?
·
Do
external organizations require access?
·
What level
of disaster recovery capability should support the system?
·
Where does
the document need to be accessed and searched from?
o
Should the
document only be accessible if user has network access?
·
What is
the purpose of the document?
o
Is it for
read-only purposes?
o
Is it a
work-in-progress document which involves the input and collaboration of a user
community?
·
Does the
document need to be controlled and formally managed through its lifecycle –
from its conception through to disposition?
o
What are
the consequences of the document being corrupted, deleted or changed without
indication?
o
Does the
document need to capture an electronic approval or signature?
·
Does the
document need to be managed in a special or purpose-built application?
·
Does the
document need to be associated with specific metadata to ensure it is easily
located?
·
Does
storing this document enhance the potential to accelerate work in the future?
·
Does the
document require a rigid approach to its versioning or management?
This requirements gathering exercise involved
interviews/workshops and analysis of key SME, and we are able to highlight the
perceived and potential benefits from the system. By identifying benefits at this stage we may
focus on the important areas and provide supporting information to the change
management process which can be used to motivate staff towards adoption of the
new system.
Some of the benefits are expected to be;
·
Facilitates
managing documents received from external parties
·
Minimize
time and effort wasted locating documents
·
Ability to
share documents between Sector\departments\divisions\Section
·
Eliminate
the incomplete or out of date information being used in business processes
·
Electronic
review and approval\redirect of internal and external documents
·
Capture
intellectual assets for knowledge management purposes
·
Proactive
reporting
·
Document
lifecycle and access auditing
·
Maintain
version history of documents
·
Audit
history to highlight key signatories or events in document lifecycle
·
Consistent
naming conventions
·
Auto
numbering of all document types
·
Auditing
of key events such as sign off in processes
·
Ability to
distribute links to documents rather than multiple copies of the document.
·
Ability to
track obligations, commitments or requests made or received through
correspondence
