DEPARTMENT OF TRANSPORT SOUTH AFRICA

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1 DEPARTMENT OF TRANSPORT SOUTH AFRICA EMC solutions speed workflows, transform processes, and elevate service levels OVERVIEW The Department of Transport oversees all modes of transportation throughout the Republic of South Africa. Its mandates include the development of integrated and efficient transport systems through policies, regulations, and models that support broader government strategies for economic and social development. In particular, the Department is tasked with promoting reliable, safe, and affordable modes of transportation, stimulating innovation in the transport sector, and ensuring transparency, accessibility, and accountability in all its operations. ESSENTIALS Industry Public Sector Organization Size 600 employees Challenges Siloed document management systems Manual or semi-automated processes Inconsistent, incomplete workflows Slow response to citizen and government inquiries Risk of noncompliance with regulations for document retention Solutions EMC Documentum xcp EMC Documentum Platform EMC Captiva The Department sees its role as integral to South Africa s economy. Transport and its related services are a catalyst for economic growth, and direct and indirect job creation in South Africa, states the government s official website. The Department is organized into five branches responsible for civil aviation, maritime, motor vehicles, passenger and freight rail, and other means of public transport. Within those branches are 12 separate agencies, each of which manages its own initiatives and processes for supporting the Department s mission. CHALLENGES The Department of Transport s 600 employees handle a broad range of documents and correspondence. These items are handled as individual cases, calling for workflows and processes that support effective case management. External case management involves the acceptance of queries and applications and the issuance of certifications and licenses for everything from taxi operation to transport-related construction projects. It also includes queries, complaints, and comments from the public related to all aspects of transport. Internal case management covers everything from employee travel and procurement requests and approvals, to memos ordered by Department officials and issued by Department staff, to official information requests from the South African Parliament and Cabinet. In each situation, the case must start off following an approved workflow, move through various stages of approval, and be securely preserved for future access and reference. In some instances the case follows a structured workflow. These are often simple requests such as approving a basic travel request that doesn t violate travel-policy rules or thresholds. For most cases, however, there can be multiple processes, stakeholders, and interactions that take place in collaborations in a case management solution, face-to-face meetings, phone calls, or exchanges, and these can t be predicted ahead of time. CUSTOMER PROFILE

2 Results A single, integrated solution for document capture, case management, and retention policy management 80 percent improvement in staff conformance with best practices Improved response times from weeks to days or even faster Rapid response to inquiries from both citizens and government officials Ensured compliance with regulations for document retention The challenge the organization faced is that over time, each agency within each branch of the Department had developed its own processes for case management, as well as retention policy management. Primary documents weren t always captured, workflows weren t always defined or complied with, cases and documents couldn t be tracked throughout the process, and records often weren t retained for later access. The lack of automated workflows meant that reviews of vital documents such as memoranda, proposals, legal documents, and cost-benefit analyses could take weeks. As a result, approvals of mission-critical Department initiatives were often delayed. That had a negative impact on the organization s ability to serve both the public and relevant government officials. Each correspondence has to be properly managed, directed to the appropriate official, and responded to within strict timeframes, explains Nonhlanhla Nyathikazi, the Department s director of business systems. With a manual system, we did not have a method of ensuring that schedules could be met. Also, we did not have a solution that could properly and securely archive these materials. If we were audited, it could be difficult to prove that an action had been taken in a timely fashion. Ultimately, processes were slow, information was inaccurate, and the Department wasn t meeting service levels, either internally or externally. There was little or no visibility into where a given request was in the process, and there was no ability to measure success through metrics and reports, or to identify areas that needed improvement. In addition, the Department was out of compliance with regulations for standardized file management and for public access to non-classified government information. With the seamless integration of Captiva and Documentum, we not only get back to the public within required timeframes, but we can also file and track both the original documents and subsequent responses. Nonhlanhla Nyathikazi Director of Business Systems at Department of Transport South Africa SOLUTIONS To address its workflow and process deficits, the Department of Transport South Africa embarked on an organization-wide initiative to centralize and standardize all document capture, case management, and retention policy management. That included the ability to track and trace cases and to ensure workflow compliance. Key to the effort was implementation of comprehensive, end-to-end solutions for document capture and case management. After considering software from numerous vendors, the Department selected EMC Captiva for intelligent enterprise capture, EMC Documentum Platform for enterprise content management and retention policy management, and EMC Documentum xcp for case management. Document management specialists from EMC South Africa worked closely with the Department to deploy the software. The primary objective was to improve service levels, both internally and externally, to employees, other departments, and public constituencies. Other goals included electronic capture of all documents, central storage and access of all cases and relevant documentation, standardization of processes across all Department agencies, and better compliance with government regulations.

3 FROM CAPTURE TO CASE MANAGEMENT The Department started by implementing Captiva to capture and digitize all relevant documents. Intelligent enterprise capture served as an onramp to Documentum xcp for case management, which was deployed next, as the captured documents would automatically create a new case and kick off the appropriate business processes. This allowed the department to manage all cases in a centralized, standardized way, across the organization s five branches and 12 agencies. The Documentum platform was also deployed to provide organization-wide content management. The Department can now manage access to content, ensure version control, and achieve compliance through authentication, authorization, and auditing. Compliance officers can automatically assign retention policies to documents and cases, without requiring user or case-worker intervention. With the seamless integration of Captiva and Documentum, we not only get back to the public within required timeframes, but we can also file and track both the original documents and subsequent responses. If we are audited, Documentum provides the information that we need to prove our effectiveness, Nyathikazi explains. The new case management system is streamlining processes at every level within the Department and beyond. It is facilitating correspondence at even the highest government levels for instance, between the Minister of Transport and other government ministers, Nyathikazi says. AUTOMATING WORKFLOWS The Department of Transport handles comments, complaints, proposals, and applications related to every mode of transport in South Africa. Internally, it also manages travel and procurement requests, official memos, and queries from Parliament and the Cabinet. The organization identified several key processes that followed a case management pattern and that needed to be automated. These included: External correspondence Queries, complaints, proposals, and licensing applications from the public Parliamentary memos Queries and other correspondence from Parliament to the Minister of Transport, which must be replied to within a defined timeframe Cabinet memos Queries and other correspondence from Cabinet-level officials Submissions Procurement and travel requests Today, Documentum xcp enables Department staff to initiate cases electronically and automatically forward them to the appropriate employees or public officials for review and approval. They can incorporate guidance and timelines into the workflow to indicate what the appropriate response options are and when a response is required. Users can append notes, comments, addendums, and signatures to support the workflow and enable future audits. The solution also allows staff to tag cases with keywords to facilitate search and retrieval. System managers can assign access rights with role-based security, ensuring that only authorized personnel can access specific documents. Documentum xcp has completely changed the way that the Department manages vital memoranda and proposals, Nyathikazi states. Today, with the automated prompts provided by Documentum, 80 percent of document recipients comply with timeframe requirements. And if people do not respond within a timeframe, Documentum automatically notifies us.

4 TRANSFORMING PROCESSES The impact on Department of Transport employees and the way they work has been dramatic. Now, as the Department receives or generates paper or electronic documents, the system scans documents, extracts relevant content and metadata, validates information for completeness and accuracy, and attaches documents to the relevant case. The system also uses skills-based employee profiles and sophisticated work queues to route tasks and cases to assigned employees. That capability expedites appropriate responses, minimizes mis-queues, and ensures that employee workload is balanced and employees aren t overloaded. Cases can easily be delegated or escalated, should the needs in the case change or input be required from others to make the most informed decisions. Now, cases follow a Department-wide lifecycle from initiation through to resolution. Users can create a case, append relevant documentation, track its progress through approvals, and understand where it resides in the workflow at any time. They can also retain records in a centralized, standardized fashion. This visibility extends across all five branches and 12 agencies of the Department. All communications generated or exchanged within the Department or with constituents are tied back to the case. This allows case workers to have a one-stop shop for all relevant information in the context of a case. The system also allows authorized users to assign retention rules to documents. This enables the Department to comply with strict regulations for retention policy management and access. Documentum xcp has completely changed the way that the Department manages vital memoranda and proposals, Nyathikazi states. Because of the automated prompts provided by Documentum, 80 percent of document recipients comply with timeframe requirements. And if people do not respond within a timeframe, Documentum automatically notifies us. Built-in content and process analytics enable users to track performance, drive to key performance indicators and thresholds, and visualize the results through role-based reports, charts, and other graphical elements. Alerts and notifications keep users informed, for example, if the time for an approval is about to exceed a predefined threshold. A governance module allows for monitoring of the Department s agencies for financial reporting and to ensure compliance. RAPID ROI Documentum xcp, the Documentum Platform, and EMC Captiva are already empowering all 600 employees of the Department of Transport South Africa. To promote fast adoption, the Department identified key users in every branch so that all stakeholders were represented. Those users participated in working sessions and user-needs assessments to be sure their requirements were reflected. The goal was not only to achieve buy-in but also to seed advocates for the project throughout the Department.

5 Training included hands-on practice sessions to ensure that all users had absorbed knowledge of how to use the system. After the new system was up and running, track-and-trace features, along with alerts and notifications, ensured accountability among all users. Deploying Documentum within the Department has allowed us to reap many benefits," Nyathikazi concludes. Documentum is automatically propelling critical memoranda and proposals through sign-off processes. It has helped us to better respond to the public. With Documentum, the Department of Transport has become much more effective. CONTACT US To learn more about how EMC products, services, and solutions can help solve your business and IT challenges, contact your local representative or authorized reseller or visit us at EMC 2, EMC, the EMC logo, Captiva, and Documentum are registered trademarks or trademarks of EMC Corporation in the United States and other countries. All other trademarks used herein are the property of their respective owners. Copyright 2012, 2013 EMC Corporation. All rights reserved. Published in the USA. 07/13 Customer Profile H EMC believes the information in this document is accurate as of its publication date. The information is subject to change without notice.