Optimizing public services through Documentum reporting

The challenge

Our client is a shared service organization providing personnel administrative services for more than 120,000 public administration employees. Their newly built Documentum xCP application integrates the organization’s operational information, such as case documents and task processes. However, with a strategic focus on continuous improvement and efficiency, they were looking for ways to take full advantage of the wealth of information in their system.

The solution

Acolad proposed the integration of a Documentum xCP reporting solution that would run intelligence reports based on existing data and process information. This added content intelligence feature would facilitate the daily tasks and decisions for public workers dealing with cases, as well as improve the overall service user experience, with faster and more intuitive processes. Managers would also gain visibility over their teams’ performance and find opportunities to further optimize service delivery on their multiple channels - from self-service in online portals and mobile apps, to personal contact.

Our approach

With a limited scope of users and reports to start with, we thought about building the reports from scratch using the default xCP building blocks. Although in terms of design they met the users’ needs, we soon found out it wouldn’t be a cost-effective solution.

The client expected that in the coming years, more and more user groups will be added into the application which meant each group would have its own specific requirements with regards to reporting. Any changes to existing reports or building new ones would involve a Documentum developer and a fair amount of custom code, inevitably increasing maintenance costs for the client. In addition, they were also clear on the requirement not to implement additional applications - users should access the reporting functionality directly on their Documentum xCP environment. To overcome these constraints, we needed a scalable Documentum reporting solution.

This left us with two products, Acolad’s own product myInsight for Documentum and OpenText’s - iHub. Though both products were expected to meet all the user requirements, myInsight turned out to be the most cost-effective solution.

When the product selection phase was done, we faced the next challenge of fitting myInsight into the existing xCP-application. Out-of-the-box, myInsight provides an xCP-widget which can be added to the xCP-Designer toolbox, xCP-Designer being the application that is used to build xCP-applications. After the myInsight widget is added on the xCP-Designer, it can be included anywhere in the xCP-application.

The myInsight widget can show a single report, or a navigational tree with all the reports available by type, group of users, etc. The user can easily navigate within the report tree, change report variables or interact with opened reports, for instance can drill-down further into the data’s deepest level.

FOR EXAMPLE:

• Number of cases by month/year
  • Cases opened by type of service (e.g. related to financial, personal, employment or others)
    • Employment-related cases by case status (started, in progress, pre-registered, registered and closed)
      • A particular case dashboard with information such as start date, identification of the employee who is handling it, related documents, and so on.

The case-dashboards are associated with roles to ensure that all users receive access to the information they need.  It contains general information about the case, about the client, about the case status and about the people that have a role in the case aside from the employee who is handling it. Users can navigate within the reports and within the dashboards to access different information and documents, which demonstrates the effective integration of the reporting solution in the Documentum xCP-application.

Conclusion

The Documentum xCP reporting solution developed by Acold helped this public organization improve efficiency in managing and monitoring case-driven processes. The increased intelligence over content and workflows provided becomes instrumental for managers and employees to measure performance of human workflows, document lifecycles and system-based activities. Optimized user interface, operational cost savings and improved client service are the other benefits reaped – making it a solution that can be adapted as the needs evolve. For the government, combining customer satisfaction insights with operational data is the strategic tool they were looking for to fulfil their vision of reliable, efficient and customer-oriented administrative services for public sector officials.