Regulatory Process Transformation

The new data repository has reduced the space needed for paper storage by 11%, reduced its processing staff by 8% and records staff by 75% (these personnel have been reassigned to other duties) - and since customers no longer need to submit forms in duplicate or triplicate, they have saved an average of 50% for each permit filed.”

The Client manages land base, building, and regulatory needs.  With 250 staff, the Client administers information for 160,000 properties and related building, resource and license applications as part of administering the rules and regulations that support the Client's environmental policies.

Challenge

Every year, the Client processes over 20,000 building and resource permit applications and 5,000 licensing applications as well as monitoring the result of the associated projects. Currently, the Client holds more than 200,000 such site files, comprising 15,000,000 paper documents and 4,000,000 microfilm and aperture card records.  To raise productivity and improve efficiency, a three-year re-engineering programme was established.  Information management, including site file administration, was identified as a core competency to be developed.

Solution

The new Enterprise Content Management (ECM) system is built on FileNet Content Services offering a structured view of site files and other information. It integrates with existing geographic information systems and the transaction property system, bringing together data from NT, Unix, and AS400 systems. To address common process automation requirements, this system has recently been upgraded and extended to include FileNet Records Manager, FileNet Business Process Manager.

In 2006, the Client's intranet was migrated to FileNet WSM.  The intranet is the main communication channel across all departments containing 2000 pages and houses the home page for 3000 staff.  Tenzing worked to plan and migrate the intranet onto the FileNet WSM platform. This migration had no impact to the end user experience as the change was largely an infrastructure one.  The look and feel, content and all other aspects from an end users perspective were maintained.

Outcome

The client has gained substantially from its FileNet ECM system.  Data is presented either on a desktop thick client (for heavily transactional processes) or over the Web (for eDRMS).  Since both interfaces are familiar to the Client's staff, building contractors, and residents, access to information is much faster and easier.

The records managers can now focus on document classification and disposition.  Property information is managed flexibly according to use by stakeholders rather than storage requirements regardless of whether it is contained in structured databases, spatial systems or semi-structured EDMS systems.  Better, faster more efficient records management allows them to eliminate misfiling, theft and unauthorized removal, as well as duplicate information.  All these steps ensure the integrity of data in the FileNet repository.

The new system has reduced the space needed for paper storage by 11%, as more daily as files are converted from paper to electronic formats. The client has reduced its processing staff by 8% and records staff by 75%. These personnel have been reassigned to other duties.

Since customers no longer need to submit forms in duplicate or triplicate, this saves them an average 50% of the cost of each permit filed.