Description
Enterprise Content Management (ECM) service provides a platform that supports the capture, storage, access, sharing and final disposition of all types of documents and content (ranging from mission-critical content to standard correspondence) throughout the document/content life cycle. The ECM platform allows customers to organize, manage and optimize their content, processes and cases.
Sample capabilities include:
• Intake of business data from various sources, including scanned/document captures and various electronic sources.
• Electronic document management.
• Process automation.
• Document generation and distribution.
• Case management.
• Retention and records management.
Enterprise Content Management (ECM) offerings include:
• Enterprise Content Management (ECM) Platform: This offering provides ongoing access to the ECM platform and a training/orientation session to instruct customer system administrators on effectively navigating and operating the ECM environment.
• Enterprise Content Management (ECM) – Custom Consulting: This offering brokers an ECM vendor-based professional services team to help agencies develop customized ECM workflows to meet customer business requirements.
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina’s Information Security policies, as presented in SCDIS-200.
- OTIS will coordinate with the customer for any planned changes or outages affecting the customer’s ECM environment.
- The ECM environment is currently based on Hyland’s OnBase enterprise software platform. In addition to ECM, the OnBase platform serves as the foundation for other capabilities such as:
- Case management solutions which can increase customer staff and management productivity, improve compliance, facilitate collaboration among caseworkers, better coordinate information flows and provide better monitoring of case status.
- Workflow process automation (WPA) allows agencies to work more efficiently by allowing the WPA system to automate repetitive tasks and manage rudimentary processing, thus ensuring work is handled consistently and tasks are delivered to the right users at the right time.
- A subscriber to the ECM service can utilize either Workflow Process Automation or Case Management Services. The subscriber is responsible for any required client licenses.
- Backup and Recovery services are included. Customers must work with the OTIS Disaster Recovery team to establish a disaster recovery plan schedule.
- Reduces the need for physical information (e.g., documents, pictures, etc.) storage.
- Easy access to electronic information in a centralized platform.
- Full audit logs of information access maintained.
- Integrations with the third-party line of business applications (e.g., DocuSign, customer applications, etc.).
Service Scope
- ECM Hardware and Software
- Procurement, management and refresh of server and storage hardware.
- ECM application installation and upgrades.
- OnBase server software licenses for a wide variety of server modules. The list of modules is available from OTIS.
- Application of functional patches, service packs, security patches and bug fixes to ECM software. Planned maintenance is performed Sunday between 6:00 a.m.–10:00 a.m. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Web access for content retrieval is available within state security requirements.
- Privacy of customer data and images. ECM data and images can only be seen by the customer, not by other agencies.
- Disaster recovery for servers: OTIS will provide disaster recovery on ECM infrastructure.
- ECM Configuration and Administration
- Work through the formal IT change management process where applicable for the customer.
- Promote requested configurations to production following the OTIS change management process.
- Ensure backups are performed.
- Provide a production environment and a quality assurance/test environment (two-system landscapes).
- Coordinate/facilitate the creation of disk groups based on customer requests.
- ECM Systems Monitoring and Support
- Monitor the ECM infrastructure environment for availability and performance issues and resolve them in a timely manner.
- Escalate ECM software issues to the vendor for resolution.
- Use diagnostic information to assist the customer in resolving issues. Act as liaison between the customer and qualified vendor.
- Produce system utilization reports per customer request.
- ECM Training and Orientation
- Provide customer systems administration staff with an orientation on the use of the system.
- ECM Custom Consulting
- This offering is available to agencies with limited resources to deploy a new ECM landscape or develop major enhancements to an existing OTIS ECM solution. It provides the customer with external professional services resources to assist in the deployment and custom configuration of an ECM solution.
- The general ECM custom consulting engagement process is as follows: OTIS will assist the customer in scheduling a scoping meeting with OTIS’s ECM vendor. The customer and the ECM vendor will work together to scope a statement of work that meets the customer’s objectives in a quality and timely manner. Once approved, the ECM vendor will work with the customer to deliver against the defined statement of work.
- Exclusions
- The ECM service offering does not include upfront analysis, design and programming activities, such as needs analysis, discovery, workflow analysis, system design, statements of work and bills of materials, end-user training, custom programming services, line-of-business application integration, retention management design, solution design documentation and configuration documentation.
- Microfilm production is not included in this service. If the customer requires microfilm, OTIS will coordinate with a third-party vendor.
- Scanning paper documents to images is not included in this service.
- The operations of backfile conversions need to include the vendor, OTIS, and the customer to configure the interface for allowing. The customer and third-party vendor are responsible for the operation of backfile conversions.
- Prerequisites
- OnBase Data Storage is required for ECM data. It is a separate offering, independent of the Enterprise Storage offering. OnBase storage will be charged separately based on the actual disk space used.
- OTIS will coordinate the customer with the ECM statewide qualified vendors (ECM software and ECM professional services) to scope a defined statement of work to meet customer custom workflow needs. Customer participation in defining a statement of work is mandatory to provide business-specific context.
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| ECM Strategic Requirements | ||
| Identify business requirements. |  | |
| Identify data security/data classification requirements. | | |
| Identify backup and retention requirements. | | |
| Archive and purge requirements. | | |
| Data recovery time objective from a disaster recovery incident. | | |
| ECM Server Software Procurement, Installation and Configuration | ||
| Procurement of ECM core software (OnBase). | | |
| Base ECM server hardware and software installation and configuration. | | |
| Procurement, installation, configuration and version upgrades of OnBase modules. | | |
| ECM core software (OnBase) version upgrades. | | |
| Apply functional patches, service packs, security patches and bug fixes to ECM server software. | | |
| Initial installation and configuration of a customer’s ECM production environment after testing in the QA/Test environment. | | |
| Initial installation and configuration of a customer’s ECM production environment requires the customer to contract with statewide qualified vendor to assist OTIS staff with initial production system configuration. | | |
| Privacy of customer data and images. ECM data and images cannot be seen by other agencies. | | |
| Logical separation of customer data and images, such that data and images can be extracted from the ECM system at a later date if required. | | |
| Content extraction and removal services from ECM repository (customer cost). | | |
| Physical separation of ECM environment (customer costs). | | |
| OnBase client software license and annual maintenance costs. | | |
| Hardware located at a customer for the imaging system (e.g., scanners, PCs to run scanners, PCs for document search and retrieval, printers). | | |
| Upfront analysis, design and programming services (e.g., needs analysis, discovery, workflow analysis, system design, statements of work, bills of materials, end-user training, custom programming services, line-of business application integration, retention management design, solution design documentation and configuration documentation). | | |
| Microfilm production. | | |
| ECM software modules necessary to write to external media (e.g., DVD) to provide to a microfilm vendor. | | |
| Scanning paper documents into images for tracking by the ECM instance. | | |
| ECM Administration and Support Activities | ||
Create all document types. | | |
| Create all keyword types. | | |
| Create all retention policies. | | |
| Create all custom queries. | | |
| Create all c# scripts used for custom development. | | |
| Create all COLD reports. | | |
| Create all print formats. | | |
| Create all autoname strings. | | |
| Create all DIP formats. | | |
| Create all keyword autofill sets. | | |
| Create all barcode formats. | | |
| Create all workflows. | | |
| Create all notification formats. | | |
| Create end user security roles. | | |
| Create all scan queues. | | |
| Create all auto commit jobs. | | |
| Coordinate/facilitate creation of disk groups based on customer requirements. | | |
| Create custom reports for report services. | | |
| Responsible for purging and deleting their own documents and batches. | | |
| Document configuration and submit to OTIS for promotion to production. | | |
| Monitor jobs and resolve errors. | | |
| Perform basic troubleshooting. | | |
| Installation of client-side software and testing. | | |
| Test all aspects of a solution or new process. | | |
| Project needed resources required and give advanced notice of when resources will be needed. On large projects or extended length projects, provide project plan and estimated completion date. | | |
| Manage the projects and document the results. | | |
| Responsible for development of scripts or customizations. | | |
| Responsible for ensuring the testing of new versions according to the schedule published by OTIS, and ensure the customizations are compatible with upgrade path. | | |
| Responsible for knowledge transfer and training of customer’s staff except where OTIS has been contracted to do so. | | |
| Notify OTIS after new scan formats are created in order to ensure they are copied across Citrix server farm. | | |
| Notify OTIS when go-live event is scheduled with a new department/site. | | |
| Promote requested configurations following the OTIS change management process. | | |
| Inform OTIS of any changes with two-week advance notice in order to follow OTIS change management process and allow for ensuring resource availability. | | |
| Perform base troubleshooting, issue detail and provide timely responses during issue resolution process. | | |
| Act as liaison between customer and ECM platform vendor for escalated issue resolution. | | |
| Quote and procure client-side ECM customer licenses upon request. | | |
| Work the change management process where applicable for the customer. | | |
| Monitor ECM infrastructure environment to ensure availability during the defined target availability hours. | | |
| Add and remove workflow timers. | | |
| Manage any portion of the ECM software stack that resides in the production environment where the module or solution does not easily support multi-tenancy administration. | | |
| Provide system utilization reports. | | |
| Assist agencies in the promotion of ECM modifications from QA to production landscapes (note: When scheduled through formal IT change management and/or occurring during normal maintenance windows). | | |
| Develop and document standards and acceptance criteria to promote ECM applications changes from QA into production. | | |
| Coordinate activities for transporting updates from the QA environments to production via change management process. | | |
| Execute activities to support releases to production via change management process. | | |
| ECM Monitoring and Fault Management | ||
| Define requirements for ECM server monitoring. | | |
| Implement ECM monitoring tool(s). | | |
| Monitor ECM environment. | | |
| Monitor and respond to ECM infrastructure alerts and events per incident management process. | | |
| ECM Server Performance and Capacity Management | ||
| Develop deployment plans and user growth forecasts. | | |
| Implement and maintain tools for performance/capacity planning and management. | | |
| Define performance indicators and establish thresholds to monitor ECM server performance against indicators. | | |
| Provide analysis and report on ECM performance trends and exceptions. | | |
| Recommend corrective action to resolve ECM server performance and capacity problems. | | |
| Implement corrective actions approved by the change management process. | | |
| ECM Customer/End-User Training | ||
| Training/orientation session to provide the customer’s system administrators with the required knowledge to effectively navigate and operate with the ECM offering. | | |
| Joe Test | | |
Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 3 and Level 4 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Imaging, ECM Service | Cost + 12% |
| Storage Imaging | Cost + 12% |
- Requests that exceed 15 hours will require additional funding. OTIS will provide an estimate before beginning work.
- Client software licenses are not included in the listed price. OTIS will purchase ECM client software licenses and annual maintenance from OTIS’s ECM vendor per customer requirements, and the cost will be passed through to the customer.
- Any license not defined in the IT Shared Services Catalog will be an additional cost to the customer.
- Hardware located at a customer for the ECM system is not included in the listed cost.
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
The engagement will include a sales quote for the licenses and the professional services. Once the statement of work is accepted, the integrator will be granted access to the customer-defined workspace in the ECM offering. The process for this engagement can vary depending on the complexity of the project, but once the customer engagement begins, our integrator will be granted access within a one-week period, and then, based on the project schedule, the customers system administrators and users will be provisioned access as requested.
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | Yes |
| Higher Education | Yes |
How To Order
Agencies should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
