Presentation on how to chat with PDF using ChatGPT code interpreter
Wewebu customer success story California Dept. of Public Health
1. Why did CA select OpenWorkdesk?
Delivering Redacted Vital Records
A customer success story based on the
California Department of Public Health
2. About us
Business Partner Innovation Center
• Tier 1 Support
ECM
specialist
• Hosted Solutions
since 1992
• Install/Upgrade/Migrate
ECM
Operations • Certified on all IBM ECM
based in
California • North American Distributor for WeWebU
and
Maryland
Leverage our lab:
History of
Repeat
Business The Jeskell lab contains nearly 200 virtual servers all
dedicated to FileNet and related ECM solutions
2
3. Discussion summary
How to rapidly deploy a custom application in a
secure environment to a distributed user
community via the Internet …
… and keep the users happy.
4. Our case study
California Department of
Public Health
Office of Vital Records
Legislation in 2006 – SB 247
RFP in 2007
Award in 2008
Delivery in 2009
Anniversary – April 2010
5. Overview
What is Vital Records Image Redaction
Statewide Access (VRIRSA)
The challenge
Foundational principles of the solution
The end result
One year anniversary
What you can leverage from this
6. What is VRIRSA
CDPH
Long term FileNet customer
Vital record archive for the state
Overview of goals
Comply with legislation
Deliver redacted images
Provide customer service
7. Current Informational Only Process
State-received Certified
Requests for Enter request Route request Search, Retrieve, Print and Certify Informational-Only
Records Into CRTS To CHS staff Print Record Copies
CRTS
Search for State File Number Retrieve record
State Records Microfilm
UDB Center (paper) FileNET
Image
Archive but a
manual
process
8. Three success factors
VRIRSA Component Description
Image Redaction Must remove signatures and not impact the
Image Services archive system.
Do not store the redacted images
Statewide Access Provide internet access securely.
Do not provide access to Image Archive system in any way.
Solution should be COTS and be productive and easy to use.
Track and Respond Provide status to the end user
Leverage fax and email
Local printing
Customer services – ie. Help Tickets from end users
9. The Challenge
Users are spread across the state
Diverse population of users
58 counties plus local registrars
Intranet/Internet with high security
Source documents cannot be touched
Time
Need to push 350,000 requests down
what is now a 30,000 request funnel
10. Tools used
WeWebU
OpenWorkdesk
IBM FileNet COTS/MOTS
P8 Content Manager solution critical to
meeting the
P8 BPM timeline
CFS
Impression Technology
iCapture Redaction
11. Why choose this solution?
Solution Proposed – WeWebU’s OpenWorkdesk
Solution approach
Ability to tell a story was impressive
Proposal was “in context” not hypothetical
COTS/MOTS
Integration was the only modifications
Time
12. Access from DTS web Authentication via
site to VRIRSA standard FileNet P8 to
Active Directory
Statewide Access Application Server
DTS Web
Server running FileNet P8 Active Directory
CR and Content Manager Authentication
LRD Users OpenWorkdesk U/I
1 2 3
Internet Site
Data
Track and Respond 4 5 Services
BPM will create a work item
for each response and provide tracking 9
information on demand. Images
are retrieved from FileNet IS FileNet P8
natively and provided to the redaction FileNet P8
Content Manager FileNet P8 and iCapture
process. Business Process
database running in
Manager
Data layer
Shared
Image Redaction Services
7 Leverage existing
This process is triggered by 8 AD for internal
the FileNet BPM workflow.
staff authentication
The workflow can be easily 3 and Exchange/Fax
changed to remove the
for delivery
process Manual Automated
Redaction/QA Redaction
Active Directory
Authentication
Center Users 6
10
All existing FileNet
archive scanning and
indexing process are not
altered Existing FileNet
1
Image Services Exchange
Email
FileNet Content
Federated Services 11
(CFS) maintains up OpenWorkdesk
to data index information VRIRSA U/I Internal
in P8 repository to
facilitate search Center users will access VRIRSA
via the OpenWorkdesk Outbound
web based U/I
Fax
14. A Day in the Life …
To help explain the process we created four “characters” that will
have personal interaction with the VRIRSA system. These four
users have job functions defined as:
Rocky Requestor – Rocky represents the staff community at the County
Recorders (CRs) or Local Registration District (LRDs) offices
Rhonda Research – Rhonda represents the staff at the Certified Processing
Unit of DHS who will research records that are not online in FileNet
Randy Redactor – Randy represents the Center staff responsible to interact with
the human intervention features of the VRIRSA system redaction component
Sammy Supervisor – Sammy is the supervisor of the Certified Processing Unit
and will be responsible to ensure DHS is processing requests in a timely and
accurate manner and he will look for opportunities to continually improve overall
system operations
15. VRIRSA Proposed Workflow
Initiation Sub-process
User Logs In
Call is made from FileNet Content
Search using Manager which is populated with
template index values from Image Services
User Logs Out via Content Federated Services
No
Request Error messages include – record
Record
Center not online or record is for another
Found Online
Reserach No County
Yes Yes
System Search results displays a list of
Creates Work available images that meet the
Item and Select Matching
search criteria. Only values that
Routes to Record from List
match the user security role is
Center displayed
Center System
Reseach Creates Work
Sub-process Item and
Submits to
Redaction
Redaction
Process
16. High Level Process Overview
In Progr ess Queue Completed Queue Hidden Queue
(availab le for 72 hours, then d eleted )
User r equest s doc ument: Wor k item st at us Wor k item moved to Wor k item moved
out of Completed
set t o ‘Redac tion’ Complet ed Queue Queue t o hidden
queue
^ h
In Pr ogr ess and Completed Z
queues may be sor ted by
user ID to enable w or k
☺
shar ing and t o ease finding
w or k it ems. Z
h ^
CDPH Administ r ator : CDPH Administr at or If not r equested in
may delete manually 72 hour s, delet e
aft er set per iod from syst em
17.
18. CDPH Search – Birth
Search Options
Drop down list boxes
County and CDPH Search (Birth)
18
25. One year later …
“From my perspective and knowledge of user
acceptance with the system I would say the user
interface is intuitive …
The quick adoption and rollout was possible in part
due to the systems usability …
the system has been reliable and has a great
uptime record. ”
David Fisher, CDPH
Center for Health Statistics
26. What you can leverage from this
Appling these methods to your needs
27. Thoughts to take away
Rapid development works
End users love seeing the results early
Custom applications can be easy to support
The ROI is real
28. Ability to meet requirements
Feature Workplace Workplace Open-
XT Workdesk
Side by Side document indexing No No Yes
Clipboard functionality No No Yes
Virtual views and folders No No Yes
Role concept / management No No Yes
Thumbnail preview No No Yes
Access different repositories at one time No No Yes
Full MS Office integration - ZIOI No No Yes
29. Custom
objects and Thumbnail, Ajax, and mixed mode
lookups view options
Folder view with Explorer style
30. FileNet Workplace vs. OpenWorkdesk
Workplace Search – Out of the box OpenWorkdesk Search - Out of the
box
31. FileNet Workplace vs. OpenWorkdesk
Workplace Results– Out of the box OpenWorkdesk Results - Out of the
box
CA began tracking Vital Records in 1858 Over 45 Million records About 1 M new per year Records are sent by County Recorders and Local Registrars Processing for informational copies was manual
A manual process currently supporting 30,000 requests will need to handle the new load of 350,000 requests/year
16 M records planed for day one - + 1 M year + additional backfile
Counties are large, small – counties are the end users, requestors are coming to the counties for service
Three reasons we won: 1 – project methodology and the way the solution was proposed 2 – we had the ‘off the shelf’ style of solution that appears to be a custom application 3 – our plan had no compromise but delivered on their timeline We met all needs without building from scratch How does this apply to you – the tools used are flexible, we had no “Vital Records” solution starting out
NOTE: THIS SECTION STARTS WITH THE USE CASE AND PEEKS INTO THE PROJECT PROCESS OF SCREEN MOCK UPS AND INTERACTIVE DESIGN
Work flow diagrams were first created in a ‘user’ friendly mode prior to adoption via BPM Process Designer.
This is a 30,000 ft view of the process from a non-technical perspective The 72 hour holding period was a customer business decision. This time allows for additional requests to be immediately serviced and a quality control period. Now let’s step through the system from the user perspective and see the tight integration between process and content
Even before the starting the project we created conceptual screens to show our understanding of the needs and our proposed design.
The requirements were grouped to match the use case and then reviewed in the “user” context during design. These were interactive sessions.
The graphical look and feel of the system is managed by cascading style sheets. Thus if you have a web designer and wish to change the look you may. Several ‘skins’ may be managed by the system so that different users may experience the same system with a varied look.
Using OpenWorkdesk allowed screens to be used during design to articulate exactly what the final application would look like and to validate requirements.
This process was repeated for the entire requirements tracibility matrix to show ‘how’ a requirement would be met.
After entering search criteria and hitting the ‘Submit’ button, the screen will shift to the ‘Results List’ tab, and the search results list is displayed, similar to the screen shown at right. The result list will display all document records matching the search criteria, up to the maximum number specified by the user (but no more than 200). When you find the record you were searching for, hit the ‘Request Document’ button to the left. This will start the system process of retrieving and redacting the certificate image and returning it to you.
The system provides an identification number to track the document through the system. The VTN is internal tracking number used by the VRIRSA system. The VTN number can be retained by the user for reference when writing a help ticket or when contacting the VRIRSA support team for further assistance. The display of the VTN signals that the system is now retrieving the requested document from the central image repository and will put it through an automatic redaction process. If successful, the redacted image will be returned to the Document Delivery/ Completed queue within minutes. In a very small percentage of cases, the image will have to be handled by either the VRIRSA support staff or by CHS-OVR staff in order to properly apply redaction. Once the document has been completed, it will move to your Completed Queue.
To see the redacted document that you requested, select the ‘Document Delivery’ tab. There are two sub-tabs under Document Delivery tab; ‘In Progress’ and ‘Completed’. While automatic redaction is occurring (usually for just a few seconds), the requested document will be listed in the ‘In Progress’ queue with a status of Image Ready for Importing into Redaction. The ‘Status’ column in both ‘In Progress’ and ‘Completed’ queues indicates the current state of your requested document in the redaction process. You can sort the In Progress Queue by clicking on the column headers to re-arrange your view of the page(s). The Document Delivery Queues are shared within your office, so you may see documents requested by others as well as your own. The document icon (to left of first name column) is inactive at this point. If you click on the icon it will give you an error that indicates the work item is being used by another user. When the redacted document is ready for viewing, it will automatically move to the ‘Completed’ queue. Since the VRIRSA system is delivered via a web browser, you may need to refresh (hit F5 key or the Refresh button on your toolbar)
When your document is ready for viewing, it appears in the ‘Completed’ queue. You may now open it and confirm that you received the correct certificate To view your redacted document, click on the icon to the left of the First Name column. The lock icon to the left of the item number indicates that the document is not available to view because another person in your office is viewing it. You can sort the columns in the Completed Queue by the Originator (your user ID). This is helpful if there are several VRIRSA users in your office.
After selecting your redacted document for viewing, a new document viewing window will display and show you a split-screen view. On the left side is the search criteria you used to request the document, as well as other information associated with this certificate. On the right is a viewer that displays the image of the redacted certificate. Examine the redacted document to ensure it matches the request you received from the customer, and inspect it to ensure the system has properly redacted it. On the left side of the screen, indicate your acceptance of the certificate, by making a choice from the list of available actions. ‘ Accept – Fax’ sends the requested document to the fax machine for delivery, using the fax number you provided when you setup your UserID with the VRIRSA support team. ‘ Accept – Print’ sends the requested document to your default printer. Be sure to have your banknote paper properly loaded in the printer. ‘ Cancel’ will remove the document from the completed queue with no further action taken. ‘ Reject – Initiate Help Ticket’ gives you a screen to add comments to a help ticket, which will then be submitted to the VRIRSA help desk along with information about this document request. If you don't want to print or fax this document, click the ‘Save’ button to return this document to the ‘Completed’ queue without further action. Click the ‘Complete’ button after making your choice.
When you have successfully received the document after printing or faxing, a confirmation screen similar to the one at right will appear. You must click ‘Yes’ to confirm that you have received your document and are satisfied and finished with the transaction. If your printing process failed or had problems, or the fax machine did not receive and print the document, select ‘No’. This sends you back to the previous split-screen view of the certificate, where you can correct the problem, then try again to print or fax. You may also file a help ticket on this request. Once receipt is confirmed, this document will be taken out of your Completed queue. It is important to confirm receipt of your document here; otherwise the document will stay in your Completed queue unnecessarily. If you do not receive a document you sent to your fax machine, please verify that you have a current, correct fax number on file with the VRIRSA support team.
Types of exceptions include: Manual intervention required – low OCR confidence requires a manual intervention that takes time No record found – may request and print a certificate of no record Record is in another County
If you notice anything incorrect when you review the redacted certificate you requested, you can reject the document. This initiates a help desk ticket to the VRIRSA support team for their review. If they can correct the problem, they will do so and release the document back to your ‘Completed’ queue. In any case, they will create a response to your help desk ticket and move that to your Completed queue as well. In order to submit a help desk ticket you are required to enter comments. The comments are necessary to guide the VRIRSA team as to what is wrong with the document.
You can file a Help Ticket for the VRIRSA support team either on a specific document or with a general request. In this example, we have filed a help ticket for a general request. There are four categories available to the user. The categories are: Software, Hardware, Network and Login. Once the category is selected, then the user needs to enter comments and then press ‘Submit’ to send the help ticket to the VRIRSA team. Note that both the category selection and a filled out ‘Comments’ field are required in order to file the Help Ticket. After submitting the ticket, it moves to the 'In Progress' queue with a status of “Help Ticket” Once VRIRSA support team investigates and resolves it, the help request is sent to your 'Completed' queue. At this point, the user would open the help ticket to read the resolution of the problem After reading the resolution provided by the VRIRSA support team, the user can: Accept the resolution by hitting the Cancel key (removing the ticket from the queue) Reject the resolution and send it back for additional help.
this section explains the solution from a more technical perspective
Creating detailed user guides – time consuming buy very beneficial
Use the search criteria fields to define the certificate you are looking for. See Section 2.3 below for a complete explanation of the available search fields. Enter search criteria using one or more fields to obtain a list of results. We recommend entering at least 3 pieces of search information to execute your search appropriately. When you conduct your search using very broad information, it takes the system longer to respond which may result in a timeout error. Date fields are entered in the format ‘mm/dd/yyyy’, including slashes, or use the calendar icon to the right of the field to select a date. You may view up to 200 entries in the result list. After entering the search criteria, press the ‘Submit’ button. Pressing ‘Reset’ will clear your entries in the search fields.
This is the proposed architecture not exactly what was installed. Some details of the installation cannot be shared for security reasons. The main point is that there a more fire walls then shown here. System has 880 users About 16 M records loaded on day one – searchable via VRIRSA
this section talks about testimonies, how the first year went … maybe what is next … perhaps PDF/A I have a request into Dave for input but have not heard back
Most issues are typical back end scenarios - such as continuously pulling new information from IS to support searches. The biggest user issue is password maintenance. This is a essentially a three run homer: 1 – easy to use 2 – reliable 3 – happy users
This list is not complete by any means but the point is that when we review customer requirements there is always a list of items that cannot be achieved OOTB with supplied user interfaces. Or in some cases the situation is that how features are provided are not the same. There is a big difference in X’ing a box and delivering something that is intuitive to an end user. A prime example is MS Office integration. It was not required for this solution; however, if it important to you then you need to see the ZIOI product. There is nothing like it anywhere and we have a number of user groups we are working with right now that what they want is just ZIOI because for them that is the key to putting the E in ECM.