SWING FOR THE FENCES WITH WORKFLOW AND BUSINESS PROCESS MANAGEMENT

Transcription

1 SWING FOR THE FENCES WITH WORKFLOW AND BUSINESS PROCESS MANAGEMENT Deborah Whitis Manager, Operational Support Services Loan Program Operations Texas Higher Education Coordinating Board

2 THECB Loan Program Operations: Originate, disburse, and service State Loans to students: College Access Loan B On-Time Loan We process about1.5 million documents annually

3 Provide management of the ECM system for the LPO Division, Loan Repayment Programs and Student Collection arm of the Texas State Attorney General. Workflow Administrator and Designer for LPO. Serve as departmental custodian of loan asset records. Provide central intake/output of all LPO documents. Provide administrative support to all LPO area (Client Relations, Monitoring and Reporting, Loan Repayment Programs). Oversee LPO departmental records management.

4 The developers (Exigen) of VisiFlow stopped sending out updates in VisiFlow was antiquated and was no longer going to be supported by our vendor effective at the end of Daily reboots were disruptive and common as many as 8 times in a day. VisiFlow no longer met the Business Need of LPO.

5 What did we want to gain? Streamline the processes. Eliminated the number of hands that actually touched documents. Decreased any risk associated with same person indexing as processing. Improved time to archive to better serve customers. Measurable performance. Improved monitoring capabilities.

6 Created a list of requirements for an enterprise wide system Hosted several demos from each prospective third-party product vendor. Called other agencies and sought their input based on their past RFP processes. Evaluated requirements against most cost effective product. Evaluated requirements against most cost effective OTB (Out of the box) product available.

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8 How did we do it with workflow? Created a process maps of the current state processes. Looked for areas where we could eliminate redundancies, streamline and create measurable efficiencies.

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11 What does the workflow do? Moves the document from the scan folder to an indexing folder and assigns the correct template based on department ID. Waits for a numerical identifier to be entered manually. Uses rules to identify what table in the database to pull metadata information from.

12 What does the workflow do (Cont.)? Auto populates metadata in the template, retrieves all data that was populated, routes based on another set of rules. Per the rule, the workflow checks for data to determine where to route and/or what additional workflow (s) to invoke.

13 What did we gain with workflow? Faster delivery to processing floor. Processing time has gone from days, to milliseconds. Streamlined processing and faster return to archive. Average processing time reduced to hours rather than days. Improved performance tracking. Both departmentally and individually.

14 Better ability to monitor system and see issues before they become critical. Ability to streamline departmental resources. Reduction of stale/aged documents due to sitting in someone's individual queue. Increased customer satisfaction with the ability to provider real-time status of documents in process.

15 What did we gain with workflow (cont.)? Temp services normally used during peak for support services has decreased by 75%. Reduction of 1 FTE in Support Services. Expect to realize a reduction in operational expenses from decreased staff expenditures due to system downtime, decreased paper needs, decreased toner needs and decreases in temp services.

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17 Skip Tracing Efficiencies in processing Staff able to re-focus time Decrease in staff able to do more with less

18 Snapshot Processing Ability to print directly to Laserfiche Reduce time to archive by eliminating pickup, sorting and scanning. Since conversion, Operations Support has gained 66% efficiency in manual processing times.

19 Incoming Fax Eliminated the continuous trips to the network fax machine Reduced the amount of paper consumed printing daily faxes. Reduced the amount of time from receipt to processing floor and archive.

20 FUTURE PLANS FOR WORKFLOW IN LPO Program Quickfields to handle all litigation documents so no human intervention or indexing is needed. Report parsing master check payment reports will be stripped into individual work cases. Create a central archive for all LPO forms utilizing version control by integrating Microsoft Info Path.

21 Thanks!

22 1. Payment indexing with lookup 2. Skip Tracing 3. Snapshot Printing 4. Incoming Fax

23 Payment Workflow (Indexing) Pay 1

24 Payment Workflow (Indexing) Pay 1 (cont.)

25 Payment Workflow (Processing) Pay 1 (cont.)

26 Payment Workflow (Processing) Pay 1 (cont)

27 Skip Tracing Skip Trace 1

28 Snapshot Processing Snapshot 1

29 Incoming Fax Incoming Fax 1