Orillia - ECM Review and Business Process Optimization

PROJECT: ECM REVIEW AND BUSINESS PROCESS OPTIMIZATION

DESCRIPTION

Funded by the Province's Municipal Modernization program, the City of Orillia's project had two goals a) Review and determine whether Office 365 could meet their needs for a corporate Enterprise Content Management system replacement, and b) to conduct a BPO review of 25 business processes.

OUTCOME

On the ECM portion of the project we worked with the City's IT and Records Management staff and representatives from all business units to review records management practices and develop a set of business requirements. We assessed Office 365 against the requirements and confirmed that the vast majority of required features could be met, out of the box. The recommendation was to implement Office 365, without add-ons to replace their current ECM product.

The BPO portion of the project conducted as-is and to-be business process design against 28 services and processes, including Utility Locate Requests, Building Permits, Road Occupancy Permits, Complaints and Service Requests, and Tax Certificate Request Management.

The review identified over $900,000 of potential savings, significant customer service improvements and the elimination of waste.

Importantly, we identified the technology and people required to support the implementation of the process improvements, and a roadmap to follow for implementation.

PROJECT DATA

Population: 30,000
IT Team: 5
Budget: 150K
Timeline: 9 months