ESN-6504A City of Lahti: Reduce Operational Costs and Increase Efficiency by Using Smart Archiving and Analytics

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1 ESN-6504A City of Lahti: Reduce Operational Costs and Increase Efficiency by Using Smart Archiving and Analytics Ari Juntunen / Elinar Ltd Special Thanks to Mr. Henri Nyberg / City of Lahti

2 Acknowledgements and Disclaimers Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. Copyright IBM Corporation All rights reserved. U.S. Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. IBM, the IBM logo, ibm.com, and IBM Content Navigator, IBM Content classification, IBM Case Manager, IBM Document Manager, IBM Records Manager, IBM Content Manager, Enterprise Edition are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at Other company, product, or service names may be trademarks or service marks of others.

3 Contents: * City of Lahti and role of Local Government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

4 City of Lahti City of Lahti is a city of over people and about employees.

5 Local Government role in Finland -Finland governmental structure is split with some centrally managed duties: *Major Highways *Police, Court system, Prisons, National Defense -Local Government (Cities & Municipalities) handle everything else as independent entities -Central Government collect variable tax (depending on income) from each citizen -Local Government collect fixed income tax from all residents -Local Government in Finland handles many responsibilities that in some countries are run by County Councils

6 Local Government responsibilities: Some major responsibilities are: -Health Care / Hospitals -Social Care, including Children Daycare (available for everyone) -Schools -Safety and Health issues -Environmental planning and land use, building permits -Education excluding higher university level (Master Degree->) -Many cities also own and run monopoly on energy distribution, water and waste management

7 Presentation setting -In order to keep matters simple, rest of this presentation refers to City of Lahti Land Use, Environmental Planning & Infrastructure Management Department (internally called Tech Department) -Tech Department has about 300 people -Tech Department handles everything from Building Permits to Road and Infrastructure Management -In the past had a team of 15 people dedicated for archiving

8 Contents: * City of Lahti and role of Local Government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

9 The Problem: Traditional, Paper Based Process -Processes based on paper are highly inefficient. Period. -These processes require significant amount of time, people and are prone to errors -Storing paper is expensive *Cost of physical archive is high *Retrieving Records from archive take significant time and slow down the processes *Removal and Destruction of records is manual labor -Creating paper records is very cumbersome -Maximum speed for decision making process (like building permit) will be the speed that physical paper can travel trough the organization->slow -Who is doing and what? People are working on their own cases and visibility within peers is close to zero -Significant effort is spent on customer service

10 The Solution: Smart Archiving, Electronic Decision Making and Self Service -In order to fully understand the benefits we must first cover each solution aspect separately ->Smart Archive ->Electronic Decision Making ->Citizen Self Service -At the end we will summarize the benefits

11 Contents: * City of Lahti and role of local government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

12 Smart Archiving // Mandatory Standards -Solution is based on Finland National Archives (NARC) standard called SÄHKE2 which is based on pan European MoReq2 standard -SÄHKE2 standard defines how material that must be kept permanently is handled in electronic only format: -Mandatory Metadata -File Formats (PDF/A,TIFF) -Record validity and traceability -SÄHKE2 defines a minimum set of metadata that must be kept for all records -City of Lahti was first city in Finland to get permission to being paperless electronic archival of permanent records in June 2014 from NARC

13 Smart Archiving // Filing Plans -In order to move into fully electronic archiving, City of Lahti had to implement a filing plan for each business process ->SÄHKE2 requirement, all documents created must comply with standard filing structure and regulations ->Over 900 filing plans have been created this far -Filing Plan defines which documents are created at which business process phase ->Along with default values for most metadata like confidentiality, retention time -Filing Plan creation is a business task not a task for archivist ->Filing Plan represents the business process from records perspective

14 Smart Archiving // Obtaining Permission -Process for obtaining permit for electronic only archiving stared in November 2011 and ended in February Following major steps were needed: 1) Security Auditing 2) Organization Self Assessment & Audit 3) SÄHKE2 functional audit (by external auditor) 4) SÄHKE2 application audit (IBM ECM Archive) (by external auditor) 5) Permit application from NARC

15 Traditional Archiving - Expense Collection - Archiving: Mandatory Evil High volume of incoming material: Significant Expense! Sisältö Content / tieto Knowledge Use - Information Explosion: Dead Weight Capability to use content decreases & Search Engines are not able to solve the problem.

16 Archiving // What is Not Smart? -Any sophisticated archiving schema and filing plan will become complex. How unfortunate. -End users will feel frustrated with many metadata fields and many branches in filing plans -Creating a record will take time and due manual labor typically is prone to errors: *Typing errors *Interpretation errors Two people might archive a record differently due different understanding -Locating a record will be a challenge when number of records grow. People must know how to find a record

17 Smart Archiving Collection Smart, Automated Classification - Archives Important Content into correct place Automatically Content / Knowledge Use Analytics Provides Answers: -What do we know about this -What Should I Know about this -Why this is happening!

18 Smart Archiving // What will make it Smart - Classification -Automated document classification ->IBM Content Classification analyzes the document ->Fills in all required and optional metadata ->End user accepts the classification results or makes changes->feed back to Classification engine for better results in future -Significantly decreases time needed for document/record entry -Decreases human factor on document classification ->Consistent and correct classification results regardless of person -City of Lahti Tech Department did run a pilot for 10 people on classification-> users refused to give up the classification afterwards -Makes your end users love you

19 Smart Archiving // Tech Slide: Classification -IBM Content Classification uses a concept called decision plans (DP) to drive the classification process -DP will use Knowledge Base (KB) to extract category information -DP can also use pattern matching or call external code to extract relevant metadata -KB is a statistical engine resembling a neural network that must learn to provide correct results ->Learning process is very powerful when assisted by users ->In this case end user can provide feedback to KB by providing correct values and next time KB will be able to classify similar document more accurately

20 Smart Archiving // What will make it Smart Search & Analytics -Faceted search based on record metadata AND document content ->Natural way for business users to locate relevant information -Information can be located by virtually any dimension ->Business Process ->People involved ->Team involved ->Location (this is VERY important on local government, most of the documents relate to a physical location somehow -Makes your end users love you

21 Smart Archiving // Tech Slide: Search -Users access search trough IBM Content Navigator (ICN) -Search functionality provided by IBM Content Analytics (ICA) -ICA plugin is used at Content Navigator to provide seamless user experience -Search solution uses a few custom text annotators: ->Street Annotator provides a dimension of street names that have been mentioned on the documents ->People Annotator provides facet that has all current and past employees of City of Lahti that have been mentioned on the documents ->Several more to extract additional facets -Annotators have been developed using Eclipse and Java

22 Contents: * City of Lahti and role of local government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

23 Electronic Decision Making -A key concept on realizing savings on internal working processes -To move away from paper based processes having electronic archive is not sufficient ->This would only result an old fashioned process that has still all legacy bad habits in place -Has three key components: ->Filing Plans (remember, they have been modelled based on business processes) ->Electronic Signature ->Process Workflow

24 Electronic Decision Making Generic Workflow on Local Government in Finland Possibility for Appealing -Documents & Records Case Startup Preparation phase Decision making Preparation for Archive Archived case -Documents & Records -Documents & Records -Documents & Records -Approval -Electronic signature(s) -PDF/A conversion -Archivist approval

25 Electronic Decision Making Key Benefits -Decision Making process will be much faster ->Near instant document routing for approval and signatures -Traceability of the whole process will be easier to achieve ->Who did what and when ->No hassle, everything is recorded -Process state will be much easier to figure out ->Information about where we are and what have we been doing is available always and instant -Less human resources are needed. Much less

26 Contents: * City of Lahti and role of local government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

27 Self Service -Self Service is the key concept that will yield the big benefits ->Requires Electronic Archiving and Decision Making -Self Service frees local government form mundane jobs like filing (or scanning) paper applications and sending information back and forth -Manual tasks are effectively outsourced to the citizen/customer -Consider following process

28 Traditional Process 1: Customer needs a Building Permit

29 Issues in the Process -There are many points in the process where official must interact with the customer -Process is highly inefficient -Involves many paper->digital conversions -Involves plenty of printing and use of mail -Customer service over the phone -This is essentially how things must have been done in the past

30 Traditional Process 1: Many unnecessary steps

31 New Digital Process 1: Everything handled on-line

32 Traditional Process 2: Information Request on Land Use

33 Traditional Process 2: Many unnecesary steps

34 New Digital Process 2: On-Line E-aspa (Special Cases) Instant Access to existing Documents

Citizen Account and Electronic Service Muncipal Account (www.palvelutarjotin.fi) connects all City of Lahti on-line services under single logon.

35 Citizen Account and Electronic Service Muncipal Account ( connects all City of Lahti on-line services under single logon. Once the citizen had created an account on municipal account, it will grant instant access to all electronic services provided by City of Lahti. No additional accounts are needed.

36 Doris Document Managment System IBM Document Manager is currently used for Document and Workflow Managment. Electronic Signatures Capability is also provided by Document Manager.

37 GIS and electronic archive Solution is fully integrated with a GIS system. All documents and records are instantly accessible trough map. Documents created within GIS system are automatically filed into archive. No end user interaction needed.

38 End User Document Access using Search Locating a document using full text search and a few custom annotators example: Street Names allow document finding based on approximate location

39 Contents: * City of Lahti and role of Local Government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

40 Savings -It is all about decreasing human labor -Tech department (~300 people) have calculated that they will save 5 person years on using Electronic Archiving only ->Now remember that archiving is just a small part, decision making and self service will bring much higher savings ->It is still 1,67 % reduction on labor costs -Based on research conducted in Finland a few years back, City of Lahti estimates that when all departments are using the solution, they will save: 5 M / year

41 Contents: * City of Lahti and role of Local Government in Finland * The Problem: Traditional Processes * Smart Archiving * Electronic Decision Making * Citizen Self-Service * Savings *IBM Technology in use

High Level Architecture for Electronic Self Service and ebusiness(lahti) Tieto- Application Comments Citizen Account Single Sign On Documents &

Manager) Short and long term archiving, permanent archivng +about 500 000 old scanned documents IBM Content Manager Internal Systems IBM Content

42 High Level Architecture for Electronic Self Service and ebusiness(lahti) Tieto- Application Comments Citizen Account Single Sign On Documents & Records relating to land ownership TEKLA GIS Solution for mapping documents to ownership (Filing Plans) Metadata and Records Mgmt (IBM Records Manager) Short and long term archiving, permanent archivng +about old scanned documents IBM Content Manager Internal Systems IBM Content Analytics (Search) IBM Document Manager IBM Content Classification IBM Case Manager (New, for quality incident mgmt) IBM Content Navigator TeklaGIS/WebMap

43 IBM Products in Action -IBM Content Manager, Enterprise Edition (Repository) -IBM Content Navigator (Search, Document Access) -IBM Content Analytics (Search) -IBM Records Manager (Records Management) -IBM Document Manager (Decision Making, esignatures) -IBM Content Classification (Automated Classification) -IBM Case Manager (Quality System Management, Quality Incident Management, Quality Reviews, HR Onboarding)

44 Future Steps // Developments // Enhancements -Move rest of the solution functionality from DM into Navigator ->Fully Web 2.0 enabled solution ->Decommissioning of Document Manager -IBM Case Manager is likely to move into more significant role -More LoB solutions implemented on top of Content Navigator ->Customer has significant number of Notes databases that are to be decommissioned ->Many Notes Databases are easy to archive into Navigator, specific functionality can be recreated by a fairly simple Navigator Plugin -In future IBM Records Manager->IBM Enterprise Records

Elinar Smart Archive for more information, please visit

com - Order - Query Xxxxxxxxxxxxx xxxxxxxxxxxxx

xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx

Requests Capture (Datacap) Easy Archiving (ICC) Advanced

Handling - Customer Service - Deviation Mgmt - Change Mgmt

45 Elinar Smart Archive for more information, please visit elinar.com - Order - Query Xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx xxxx Xxx Xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxxxxxxxxx xxxxxx Scanning (=photo) - s, - Reclamations - Change Requests Capture (Datacap) Easy Archiving (ICC) Advanced Classification Automated process Case Management - Claims Handling - Customer Service - Deviation Mgmt - Change Mgmt - Contract Management Repository Document & Records Management - Work groups - Contracts - Documents - Etc... Analytics Business Value

46 We value your feedback! -Don t forget to submit your Insight session and speaker feedback! Your feedback is very important to us we use it to continually improve the conference. -Access the Insight Conference Connect tool to quickly submit your surveys from your smartphone, laptop or conference kiosk.

47 Thank you! For more information do not hesitate to contact: Ari Juntunen CTO Elinar Ltd

IMS Request for Enhancements (RFE) for Customer Requirements

IMS Request for Enhancements (RFE) for Customer Requirements Betty Patterson IBM February 5, 2013 #13188 Acknowledgements and Disclaimers Availability. References in this presentation to IBM products,