John Garde Objective Corporation Ltd

1. Why do so many EDRMS implementations fail to meet their goals? John Garde Objective Corporation Ltd

2. Jon Garde, Principal Consultant, Objective Corporation Why do so many EDRMS implementations fail to meet their goals?

3. Achieving the goals of EDRMS • Question: Is this statement True or False? • Achieving all the stated goals for an EDRMS implementation, whether in terms of functionality, performance, timescale or budget for successful business change is impossible. • Answer: False

4. Business Case for ERDMS • Achieving all the stated goals • Business case for an ERDMS implementation • ERDMS in Higher Education • Diversity • Heterogeneity • Compliance outcomes • Freedom of Information Act • Objective outcomes • Tangible / Measurable • Subjective outcomes • Intangible / Difficult to quantify

5. Real World Business Cases • Real World Experience • Scottish Executive, 6000 users • Worked on business case for two years before going out to market • SE knew what it wanted • SE knew what the success criteria were and how they were to be judged • Collected prior statistics / surveys • Set organisational expectations • Developed change management programme

6. Business Case Lessons Learned • Lessons Learned • Need a business case • Reason for change • What change is required? • What will make change successful? • Don’t ignore intangible benefits • Don’t base only on intangible benefits • Consult the industry

7. EDRMS Functionality • Functionality EDRMS provides • Richness / sophistication of EDRMS offering • Records Management (ERMS) • Document Management (EDM) • Digital Asset Management • Web Content Management (WCM) • Knowledge Management (KM) • Process Management (Workflow) • Case Management • Enterprise Content Management (ECM) • The wheel • Future proofing

8. Future Proofing Line of Business Systems Core Systems Applications Paper-based Systems In House Systems Databases, Spreadsheets, etc. Filing Systems Content Repositories

9. EDRMS Functionality • Real World Example: The Joint Research Councils (JRCs) • MRC • Corporate portal through PlumTree portal • NERC • Three different e-mail clients • Microsoft Outlook • Novell Groupwise • Lotus Notes • PPARC • Thin client desktop through Citrix Metaframe • etc.

10. EDRMS Functionality • Lessons Learned • EDRMS must replace something • EDRMS must simplify / streamline business processes • Start small and scale up • Plan for the future • Single Product Solution • Easier to implement • Easier to maintain • Partnership with vendor • “One throat to choke!” • Guaranteed upgrade path

11. EDRMS Performance • What are the industry performance standards for EDRMS? • How many records should an ERMS be able to process per hour? • How long is too long when opening a document?

12. Bandwidth Considerations Document Size Dial-up 3G Broadband LAN 56 kbps 128 kbps 384 kbps 512 kbps 2 mbps 10 mbps 100 mbps 512 KB >1 min >30 secs ~11 secs ~8 secs ~2 secs <½ sec ~0.04 sec 1 MB >2 mins >1 min ~21 secs ~16 secs ~4 secs <1 sec ~0.08 sec 3 MB >7 mins >3 mins >1 min ~48 secs ~12 secs ~2½ secs <¼ sec 30 MB >1 hour >30 mins >10 mins ~8 mins ~2 mins ~24 secs ~2½ secs 300 MB >12 hours >5 hours >1½ hours >1 hour ~20 mins ~4 mins ~24 secs These figures are calculated based on best possible performance (i.e. maximum throughput) and do not take into account any line contention from multiple simultaneous users or applications.

13. EDRMS Performance • Real World Example 1: Scottish Executive • Servers (decentralised) • 16+ • Located through out Scotland (and 1 in Brussels) • Servers replicate metadata • Documents are cached • Real World Example 2: Places for People • Servers (centralised) • 1 • 1200 users throughout UK • Local document servers

14. EDRMS Performance • Lessons Learned • Decide what your performance criteria are • Flexible architecture • Compensates for bandwidth issues • Start small and scale up • Choice over where metadata is stored • Close to user • Remote from user • Choice over where documents / records are stored • Close to user • Remote from user

15. EDRMS Timescale • Rolling Out EDRMS • People need time to respond / adapt to technology • Learning curve matches productivity curve • Realism about how quickly an organisation can change • Realism about how deep rooted a change is • Successful change requires budget commitment • Successful change requires personal commitment • Successful change requires a timeframe

16. EDRMS Timescale • Real world example 1: Scottish Executive • 100 – 150 new users per week • 6000 users = minimum 40 weeks • Investment by senior executive • Early in the process • Some productivity gains not achieved until the end of roll-out • Real world example 2: Places for People • Investment in a scoping study • Set the timescale

17. EDRMS Timescale • Lessons Learned • Be Realistic • Planning is all important • Set achievable timeframes • But drive change to a timetable • Invest in change management strategies • Executive buy-in is all important • Vendor partnership • Software and Services

18. EDRMS Budget • Managing the Budget • Be realistic • Recognise that investment in ERDM technology is a long term strategy • Invest in people • Be prepared to work with a vendor • Be prepared to invest over time • Real world examples • Scottish Executive: phase two – benefits realisation • Places for People: enterprise wide licensing

19. Successful Business Change • Proposition • Achieving all the stated goals for an EDRMS implementation, whether in terms of functionality, performance, timescale or budget for successful business change is impossible. • Achieving Real Business Change • Careful planning and preparation • Partnership • Change management • Commitment

20. Questions / Discussion Jon Garde, Principal Consultant, Objective Corporation Why do so many EDRMS implementations fail to meet their goals?

21. Selecting an Electronic Records Management System A one-day event for Higher Education 10th May 2006 The Conference Centre, Lancaster University