Most prominent of these circumstances is public scrutiny, which pressures public sector managers to respond with user-friendly systems for exchanging information and conducting transactions.
Acquiring such a critical function begins with a comprehensive integration plan for document imaging systems - including copying, printing, storage, retrieval and distribution - that will serve government agencies today and form a basis for future growth.
SELF-ASSESSMENT
Most government agencies are superb planners, because they plan everything - including budgets, staffing and organizational goals - on at least an annual basis. These skills are handy for assessing the needs that can be met by document imaging and other information-management technologies.
Here are some important questions that personnel in government can ask about their organizations.
a. What functions need to be done to meet user or customer demands?
Regulation and policy dictate some of these functions, but common sense must account for the rest. For example, people may be walking in from the street to get information spontaneously, or they may request it via fax from across town or from another state.
b. How long does the organization need to keep information, and how accessible must it be? Who will be accessing the information? How quickly do they need it and for how long?
The answers to these questions may truly change the way offices and agencies work, regardless of deploying technology.
c. Can I maintain the integrity of the information or document from the point it is created through the point of output to someone else? Are there legal or evidentiary admissibility requirements? Are there different storage media that will improve my process?
Users should know that as well as document security classifications, there may be special requirements associated with the reliability and legality of data and documents. If these are issues for your agency, take the extra time to understand them before you commit to one particular method of document production and storage.
d. What are the agency's input and output volumes? What are the formats or communication requirements coming in, and going out?
High volumes can bring economies of scale, while raising demands for equipment durability. In addition, issues of format compatibility with internal and external customers must be addressed.
e. What tools are currently being used (copiers, printers, other products) to accomplish the work ?
A full inventory of the products in use will help with issues such as reaching optimum productivity and ensuring compatibility with future purchases of equipment, software and other products.
f. What is the budgetary impact of the current and proposed solution?
Factors to consider here include capital procurement costs, labor, consumables, etc.
g. What are the training requirements for use of current and potential solutions?
New technologies sometimes require enhanced employee skills so that organizations can fully realize the potential of their new systems.
h. Is external help required to solve these problems?
Few organizations are able to conduct a useful assessment, recommendation and implementation process in house. Consider using reliable vendors for some or all of these steps.
i. What is the measure of success for the project?
Information management is no exception.
GOVERNMENT'S SPECIAL NEEDS
While much of the above can be applied to both the public and private sectors, there are unique government needs, such as open records laws and privacy protection.
One example is the Freedom of Information Act (FOIA), which differs in application from agency to agency depending on its function.
Because the act requires agencies to provide information in a timely manner, FOIA is an important factor in choosing methods of information storage and retrieval. The act requires documents be made available in a timely manner, and some of these documents have the additional requirement of indefinite storage.
That's a tall order, and a key to handling it is setting up a retention schedule. Retention schedules help employees categorize documents as they come in, which helps streamline the operation and keep the office in compliance with state and federal laws.
THE DOCUMENT LIFE CYCLE
The "document life cycle" is what happens to a document from its creation to reproduction, distribution, storage and retention. Typically, there are three phases:
1. Active - when the document goes through a highly active period of review, approvals, mailing, and possibly other transactions.
2. Reference - is a time of questions and follow-up.
3. Archive - involves long-term storage of records.
While there are many types of document imaging systems built to handle various stages of the document life cycle, a combination of methods has been developed by vendors to connect current technology with today's government office needs.
The strategy is called multiple-media or hybrid imaging. It has proven highly effective in meeting changing needs - including budget demands - over the life of a document or record.
For example, state taxation offices have specific sequences for handling tax returns. When the documents first arrive, they are reviewed and categorized for immediate action - such as refund of overpayment - or forwarded for more extensive review.
At these various stages, pertinent documents may need to be copied, scanned for use on the agency's computer system, or stored on disc or microfilm for long-term archival storage. With a hybrid imaging strategy in place, the agency simply uses appropriate digital or micrographic media for different steps in the document life cycle.
MODULAR MIGRATION PATH
Organizations that want to pursue hybrid imaging strategies usually require experts to help assess needs and recommend solutions. There are four major criteria for selecting a vendor to provide document imaging solutions, especially when it's necessary to phase in the system over a period of time.
First is that the vendor be able to provide equipment designed in modular sets, from concept to installation. The best flexibility and value comes from "open" systems - those that conform to widely accepted industry standards and interact with products from other vendors.
Secondly is the ability to evolve the system if budget, internal training and customer demand change. This is another benefit of open systems architecture, which reduces dependence on any single vendor.
The third criteria is that the equipment is available today. And lastly, the agency should work with one supplier which is accountable for integrating the system and making it work to agreed-upon specifications.
CUSTOM PUBLISHING/NETWORK PRINTING
One of the new, exciting capabilities made possible by modular document imaging equipment is custom publishing.
Custom electronic publishing enables government agencies to print documents on demand. Users can store documents on CD-ROM discs, append or customize them as necessary, and print them at more than 90 pages per minute, complete with stapling, covers and pre-printed inserts.
There are numerous advantages to electronic publishing, including the ability to accomplish just-in-time delivery, easy access to online documents for reviews and revisions, no need for excess inventory (or any standing inventory), online customization and personalization of documents, and in most cases, a drastically reduced need for storage space.
GETTING STARTED
Even with all of the new technologies available today, the challenges government agencies face are formidable and growing each year. To meet the task of being asked to do more with less, and to please an ever-more demanding public, managers should carefully examine ways of generating, storing and distributing documents.
More than ever, officials are seeking - and finding - sensible solutions through document imaging for more efficient, effective and credible government, because the technology enables agencies to achieve access, quality and productivity.
