Enterprise Content Management Solutions. R. Gregory Tschida Chief Information Officer MN.IT Minnesota Department of Revenue

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1 Enterprise Cntent Management Slutins R. Gregry Tschida Chief Infrmatin Officer MN.IT Minnesta Department f Revenue 1

2 What is Enterprise Cntent Management (ECM)? Enterprise Cntent Management (ECM) is the strategies, methds and tls used t capture, manage, stre, preserve, and deliver cntent and dcuments related t rganizatinal prcesses. ECM tls and strategies allw the management f an rganizatin's unstructured infrmatin, wherever that infrmatin exists. * Definitin frm AIIM 2

3 Many different things Cntent management includes ECM, Web cntent management (WCM), cntent syndicatin, and media asset management. Enterprise cntent management is nt a clsed-system slutin r a distinct prduct categry. Therefre, alng with Dcument Related Technlgies r Dcument Lifecycle Management, ECM is just ne pssible catch-all term fr a wide range f technlgies and vendrs. * 3

4 Lts f Optins WaterMark Was ur first imaging and dcument management system. We Custm Built ur first Sales Tax Return scanning and OCR system. We used IBM Cntent Manager fr ur Individual Incme Taxes Migrated WaterMark imaged t IBM Cntent Manager Still use IBM Cntent Manager fr ur Human Resurce Dcuments We used Stellent (nw Oracle)fr ur intranet We use Micrsft SharePint fr ur external Website and internal intranet We nw use GenTax fr all returns, crrespndence & tax related images MN.IT currently supprts Tridin, Drupal, FileNet and SharePint fr different aspects f ECM. 4

5 Capture Returns Crrespndence Organize Multiple Indexes Prcess Wrkflw & Ruting Stre Retrieval & Search Optins Prtect Retentin Plicies Steps in ECM Graphic frm hap:// is- enterprise- cntent- management/ 5

6 MN DOR ECM Histry 1992 Scanning f Sales Tax returns & selected dcuments Table Tp Scanners OCR/ICR Drput Clrs 2001 starting scanning Individual Incme Tax returns Custmized IBM Cntent Manager 4 Kdak High Vlume Scanners 8 ½ X 11 size paper nly (required lts f tapping small paper n 8 ½ X 11) One side nly 2002 implemented Wrkflw Prcess fr crrespndence Used a smaller Kdak scanner fr crrespndence Cnverted all ld images ver t IBM Cntent Manager 2009 We migrated r cnverted all ur prcessing, audits and scanning t GenTax. (2014 new IBML Imagetrac 5 scanners) 2 IBML scanners t replace 5 Kdak scanners (170 sheets per min at 300 DPI). All size & weight paper, simplex/duplex. 6

7 Impact f efile T the right is a list f ur larger vlume returns with the % f returns that are received electrnically. Return Type Sales Tax Withhlding Electrnic Return % 100% 100% We have ther smaller types that are mstly paper right nw. Individual Incme Tax Prperty Tax Partnership Fiducary 83% 57% 72% 44% C- Crpratin 59% S- Cpratin 77% 7

8 Current State All scanning and manual data entry are dne inhuse. We image all paper returns and Crrespndence Returns & Crrespndence - all paper returns and crrespndence are imaged and stred in ur integrated tax system. Checks all checks that are prcessed by ur D21 and Dispatcher sftware are imaged and stred ur integrated tax system. HR dcuments all HR dcuments are imaged and stred in an IBM Cntent Manager system. Data entry/ocr scanning technlgy EMC Captiva Input Accel/Dispatcher are used t capture and key data fr ur larger vlumes f returns. Data is captured and sent with the images t ur integrated tax system. 8

9 Highlights f System Checks and returns are scanned and captured n the same scanners, but in different batches. Check data is sent t the bank electrnically via Image Cash Letter r ACH. Incme Tax paper returns are prcessed within 30 days up until April 15. Crrespndence has an assciated wrkflw, crrespndence is scanned and ruted t wrk queues s emplyees thrughut the agency, regardless f their lcatin, can wrk the case frm the image the same day it is received. We retain an enhanced, cleaned up image with a retentin date. 9

10 Return Optins Fr the smaller vlumereturns we did a cst analysis and fund it was mre cst effective t d direct entry int ur integrated tax system. Returns are keyed directly int ur integrated tax system Once the return is keyed, the peratr prints a cversheet and attaches it t that return and sends it t scanning as backend crrespndence Once this is scanned the images are attached t the return n that taxpayer s accunt. Fr mid vlume paper returns we scan the returns and key frm image int ur EMC Dispatcher system Scanned immediately frm mailrm Return data is keyed frm the image Images and data sent t integrated tax system Fr larger vlume paper tax returns we scan returns and OCR as much data as pssible using EMC Dispatcher system Data that is nt captured using OCR is manually keyed by peratrs. Once the data is captured, the data, images and index files are sent t ur integrated tax system and attached t the taxpayers accunt. This is an vernight prcess. 10

11 Frnt End Crrespndence Currently have 50 mail statins fr dcument types Wage Levies, Pay Plans, Audits, General Crrespndence, etc. Batch Header sheets with barcdes are created by mail statin which directs the images t apprpriate wrk queues. Scan, then handle crrespndence frm image Gets incming crrespndence t the apprpriate places faster, same day as received regardless f lcatin. Wrk queues are set up as PUSH r PULL in GenTax. Original paper is kept fr 30 days and then destryed Junk Mail prcess Things we dn t need t keep. Address change, Here is my payment, etc. 11

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14 Back End Crrespndence Handle paper crrespndence and image later Cver sheets are created within ur Integrated Tax system, printed lcally and sent t scanning with assciated items sent fr scanning Created like letters frm within taxpayer s accunt s it knws which taxpayer, includes Taxpayer ID, can select metadata frm drpdwn fr Audit, Cmprmise, etc. The letter ID is used t create a barcde n the cversheet which is used t tie back t the taxpayer s accunt. The bar cde is als used as a separatr sheet, signifying a new transactin t the scanner. Barcde is read during scanning and dcument autmatically attached t crrect accunt N mre typs n IDs, metadata, etc Authr is always knwn 14

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16 Searching Images We crss reference ur ID numbers This helps when yu dn t have the primary ID, but maybe an alternate ID number like case number. If yu search n case number, everything assciated with that taxpayer by any number can be fund. We ffer varius ways t search fr images Primary identificatin number Alternate identificatin numbers Tracking numbers (dcument cntrl numbers) Case number Audit number Letter ID 16

17 Strage Year Terabytes * * T date T e r 6 a b y t e 5.5 s Grwth Year 17

18 Benefits Space saved Recaptured much f 2 nd flr Less mvement f paper Immediate access All infrmatin in ne place Multiple search ptins Available at all lcatins Multiple users at same time N mre lst files/dcuments Tracking Speed and ease f destructin 18

19 Data Stewardship Track the scan peratr Wh pened the mail Benefits each mail prcessing emplyee has their wn date stamp which includes their initials. Track the data entry peratr Track if data was OCR r peratr keyed, by field Each versin f the return data Emplyees can add ntes n the taxpayer s accunt regarding phne calls, etc. Wh lks at the data/image Prcesses and prcedures are in place that allw us t better ensure that we are prtecting taxpayer s data frm unlawful brwsing r disclsure. 19

20 Lessns Learned Dn t try t OCR everything. It s expensive t develp and wn t prduce a psitive ROI at lwer vlumes. Stp maintaining ld year cde when the ROI drps. Older year returns are entered directly because the vlumes are s lw. Recncile thrughut the prcess Have reprts that shw that what was sent is the same as what was received and that the data and images are linked If pssible, cnvert the ld paper files We cmpleted a file cnversin prject several years ag that cnverted all ld paper files t image. We cnverted anything that wasn t ging t be lder than ur retentin date by the time the prject ended. Only retain images as lng as needed Sme users want t keep everything - frever We finally agreed t 10 years (C-Crp returns and audits) 20