In its efforts to move to a digital-first environment, find out how Royal London automated, optimized and transformed their organization
The information technology department for Leesburg, the largest town in Virginia, has a mission to “exceed the Town of Leesburg’s residents’ and employees’ expectations in delivering accessible and reilable technology services — creating a greater good for the local community.” This mission has the department constantly looking ahead to the technology solutions that will allow for the highest standards of customer service, security and system reliability, even in times of change.
The need for greater adaptability led the town to move its enterprise content management (ECM) to Laserfiche Cloud. The cloud-based system has been an invaluable asset to Leesburg government staff as it allowed for flexibility during stay-at-home mandates during the COVID-19 pandemic, but also because it has enabled IT to quickly respond to all types of needs — from internal service requests to public-facing financial relief programs.
The town has been able to expand its digital capabilities beyond the limitations of self-hosted servers with Laserfiche Cloud. This flexible and scalable environment has enabled Leesburg to achieve business continuity while supporting both staff and the community, even as remote and hybrid work becomes more prevalent.
“Laserfiche has helped us to handle data collection digitally and be elastic while responding to major changes within our IT infrastructure as staff work from home,” said Jakub Jedrzejczak, Director of IT at Leesburg. “I’m so impressed by Laserfiche Cloud and its automated features and scalability.”
Automating processes in Laserfiche Cloud has helped Leesburg be more agile, while positioning the town for long-term success. Using Laserfiche’s electronic forms and business process automation capabilities, Leesburg reduced manual tasks under tight schedules and continues to improve the quality of service provided to the community. This has streamlined response times to citizens, businesses and other organizations while enhancing the overall digital experience and maintaining fairness and transparency
Solutions to Support Local Businesses, Nonprofits and Town Staff
“Access to documents was key for us,” Jedrzejczak said. “We had to streamline a lot of internal processes and external services that we offer to support to our community.”
Like many other localities, during the pandemic, Leesburg needed a solution to process $6 million in funding under the Coronavirus Aid, Relief, and Economic Security (CARES) Act to support eligible businesses and nonprofit organizations.
“Distribution of relief packages is very time sensitive,” Jedrzejczak said. “Businesses and nonprofits can’t afford to wait months for government IT to develop an effective solution, or for us to implement a new system. The faster we can process data, the faster we can provide support to our community.”
Though the town already maintained detailed information on local businesses and nonprofit organizations, the primary challenge for the Leesburg IT department was authenticating existing data and determining eligibility. Laserfiche Cloud was implemented to streamline the authentication and cross-referencing processes based on existing data on thousands of local businesses and nonprofit organizations in the finance department database. Using this data, a dedicated form was set up with required fields relating to license information, employer identification number (EIN) and other conditions. If a business or nonprofit did not meet specific conditions — such as the revenue threshold or funding information — a pop-up notification would appear to indicate that the applicant is ineligible for CARES Act funding. Applications were sorted into separate folders within the Laserfiche repository based on whether they were accepted or not, which were concurrently monitored by town staff to ensure accuracy.
The metadata from the forms submissions helped the Leesburg team determine that over 330 businesses and over 20 nonprofits were eligible for funding. Not having to sort through data manually streamlined this process, reclaiming time for staff members to focus on citizen services at a time when the town needed them most.
The form helped with the quality of CARES Act submissions as well. Applications completed using the Laserfiche online form could not be submitted with incomplete or incorrect information, meaning that staff members did not have to spend time manually verifying missing details, business licenses and misspelled organization names.
“The more that we can guide residents with requests, the faster we can respond to their needs — often in minutes rather than days if the right information in the right format is submitted,” said Jedrzejczak.
The Digital Transformation Domino Effect
Amid changing budgets and uncertain economic conditions, governments must digitize and standardize public services. At the same time, it is also increasingly important for governments to respond to disruptions quickly, using flexible and scalable solutions that enable them to keep information secure. For these reasons, Leesburg is relying on the cloud for core technology systems including ERP, asset management and ECM.
“I can eliminate the need for maintenance, and have a scalable system that has a predictable cost, and I always inherit functionality — that is why we choose Laserfiche Cloud,” Jedrzejczak said. “I don’t have to worry about uptime. I don’t have to worry about the security. I know these two components are being addressed by the Laserfiche Cloud platform. I can focus on the development of the systems and focusing on user needs versus the back end maintenance.”
While town staff work with Laserfiche Solution Provider MCCi for complex projects, Leesburg is preemptively developing solutions in-house, including the electronic forms and digital processes related to the CARES Act. Laserfiche has empowered IT department staff to create a digital town hall where innovative solutions modernize citizen services. This has enabled staff to train new users on the platform based on specific needs and connect with the Laserfiche community to share best practices on ways to streamline business processes to increase efficiencies.
Today, most of the municipality’s departments are using Laserfiche. “We support internal processes, such as in our finance department, as well as external processes,” Jedrzejczak said. “Our town council uses Laserfiche to review documents; our utilities department uses it to gather information from residents, and we process a lot of forms and approvals through Laserfiche.”
Jedrzejczak added that most local governments today experience information overload — too many emails, and too much data to process.
“Information overload is a problem, but Laserfiche helps us with it. We can’t rely on in-person or paper-based communication to gather and process information anymore,” said Jedrzejczak. “There is so much that needs to be digitized — we just can’t have paper driving processes outside the office.”
The town has been in the process of creating a digital town hall to increase access to services even further. Leesburg is also working on integrations between Laserfiche and other core systems that will enable further automation and enhanced collaboration across the organization.
Looking ahead, Leesburg is building on its success by reimagining can continuing to modernize how it delivers services.
Want to gain more insights into modernizing service delivery? Read the Center for Digital Government report: “The Way Forward: Insights for Government Leaders on Modernizing Service Delivery” to understand why technology plays a critical role in generating cost savings, continuing operations and meeting growing constituent demands.
Information management (IM) is “the collection and management of information from one or more sources and the distribution of that information to one or more audiences.”
Information management can take on many forms. In fact, it’s all around us. Your email inbox, the file system on your computer or phone, and even a physical filing cabinet are all examples of information management.
Still, with so many forms of information—such as text, audio, videos and more—along with swaths of new and old devices distributing it, it’s hard to keep track of all that’s coming in. This is especially cumbersome in a business environment, where up-to-date and accurate information is crucial.
Although the components of information management can be difficult to define, we’ll break down this concept into three key categories: accessibility, storage and governance.
Accessibility
Accessibility in the context of information management comes down to whether or not data is easy for users to access when they need it. Features such as full-text search and metadata fields can support organization and search-ability, which are essential to making information available to users once they have access to a system.
For a look at how information management principles could play out in the physical world, let’s use the example of a local library.
Here, the public can browse books organized alphabetically by metadata such as author and title. This way, if someone were looking for a work by one of their favorite writers, it would be accessible and easy for them to find. They can also always ask the librarian, whose encyclopedic knowledge of book titles, authors and famous quotes makes them almost like a human search engine, enabling them to find books even faster. A library not using these information management strategies might just have books of varying authors, titles and genres mixed, stacked and sorted any which way along with an unfortunately empty front desk—putting the burden entirely on eager readers to find what they need.
Storage and Preservation
Another key component of information management is ensuring that processes and methodologies are in place for the proper storage, maintenance and disposal of data. Certain laws and regulations even establish special retention rules for important or sensitive information types. In addition, it’s imperative to keep data updated to avoid confusion and protect it in case of disaster.
Let’s return to our imaginary library. To establish some retention rules, the library might only keep out the most recent five years of magazines and newspapers, and retire older issues to an archives room in the back of the building or in the basement—save for historically significant issues kept for students and curious historians.
The library might also preserve all issues, new and old, in a secure environment such as plastic sleeves to keep them from wear and tear.
Lastly, to ensure that reference materials have the most updated information, encyclopedias and dictionaries would be put under some form of version control—always available in the most recent edition, with earlier editions available by special request.
Governance
Good governance is about having controls in place to ensure that processes and procedures are followed. It’s also especially important to establish and enforce security policies so that only those authorized to view or edit information can do so.
For a library to enforce strict information governance, it might need to take some controversial measures. For one, it might enforce access rights by keeping books under lock and key to make sure unauthorized users can’t read or tamper with them. Second, to ensure information remains intact and reduce fraud, books would need to be returned by the person that borrowed them unless they get express written permission from the library. To track activity, the library might also want to install security cameras to make sure visitors are following the rules, and put trackers on each book that would beep in case of theft. Lastly, the classic check-in and check-out log practices might have to be revised to include permanent ink and a preserved archive of all logs for each and every book, in case this library was audited by a governing body and needed to present a thorough report.
Information Management Solutions for the Real World
It can be difficult to support information management principles in a non-digital setting. That’s why organizations seeking to better manage information need a scalable solution that gives them the tools and capabilities for success.
In terms of the future and innovations in the information management space, intelligent information management (IIM) is becoming increasingly popular. This methodology aims to take the core principles of information management and enhance them to account for new analytics technologies and forms of content, such as social media.
To summarize, information management, in a business sense, is a way for staff to easily access and share information, while also keeping it up-to-date, preserved and secure. While you can manage your information by conventional, paper-based methods, it is far more cost-effective to do so with digital, innovative solutions.
Nature Coast Women’s Care & Family Medicine developed an automated patient intake process using Laserfiche Cloud. As a tech-forward, comprehensive family healthcare center that offers a wide range of services — including obstetrics, gynecology, preventative services, aesthetic medicine and family medicine — Nature Coast modernized its patient experience using digital forms, and shortened patient wait times by 75%. Accelerating patient processing proved to be an especially significant benefit as COVID-19 arrived in the U.S. and it became more important to lessen the amount of time patients were in the waiting room.
A Faster, Modern Patient Experience
Located in Tallahassee, Florida, Nature Coast Women’s Care & Family Medicine was started by Dr. Chukwuma M. Okoroji to advocate for patients’ health throughout all stages of their life. The practice prides itself on combining technology innovation with a proactive approach to patient care. The practice’s strategic planning led to the implementation of Laserfiche Cloud as a means to reimagine the patient intake process.
“Before using Laserfiche, our patients were instructed to come into the office early to fill out their new patient packet, and bring their license, insurance card — just all these pieces of paper,” said Tamearia Williams, practice administrator at Nature Coast Women’s Care & Family Medicine. “They’re filling out demographic information, financial information, etc. They would sit out in the lobby for about 10 to 15 minutes, sometimes longer, to fill out that paperwork.”
Once the front desk staff receives the paperwork, they check to make sure everything is complete and accurate before scanning the packet into the patient chart in the electronic medical record system. While the legacy process was similar to many other clinics’ patient intake process, the Nature Coast team saw opportunities for improvement. By digitizing the intake form, the clinic could reduce errors that may occur when patients fill the form out with a pen and paper, and ensure all necessary information is captured without having to return the form to the patient. Additionally, offering the ability to submit the form online would reduce wait times for all patients and streamline work for the practice.
The Nature Coast team worked with Business Automation Pros, a Laserfiche solution provider, to implement Laserfiche Cloud content management and realize their vision for a digital patient intake process.
“Nature Coast Women’s Care & Family Medicine is one of the few healthcare facilities in the region that has a digital patient intake process, which is a testament to the organization’s forward-thinking approach, and commitment to providing the best possible experience for patients,” said Ja’Baree Allen, president of Business Automation Pros. “We worked with the Nature Coast team to digitize the process just before COVID-19 arrived in the U.S. and stay-at-home orders began to take effect, enabling the clinic to continue caring for patients without missing a beat.”
Using Laserfiche, Nature Coast Women’s Care & Family Medicine replaced the in-person, manual process with an online form that patients can submit before even setting foot in the office.
Once the patient submits the intake packet online, the information is sent to the front desk team, who receive an email notification of the new patient. The information is pushed over to eClinicalWorks, the electronic health records system.
“Our front desk staff just needs to press a button and all the patient’s information is put into eClinicalWorks, which sets up the initial appointment,” Williams said. “There’s no wait time once they arrive. Laserfiche frees up a lot of time for staff and reduces the amount of time patients are in the office.”
The Cloud Advantage
For the team at Nature Coast, selecting a cloud-based content management system aligned well with the practice’s approach to technology. “We’re very tech driven here, so we like cloud-based everything,” Williams said. “We are in this office to treat our patients. So we need our technology to be top-of-the-line, all across the board. We need the ability to be remote, now more than ever. And no matter where we are, we need access to our files and our electronic medical records.”
The need to protect patient information also played a large role in the decision to implement Laserfiche Cloud.
“Being a healthcare organization, data security, HIPPAA and regulatory compliance plays a large role in our decision-making process,” Williams added. “Protecting patient information is just something that we know we must do on a day-to-day basis. Laserfiche offers the ability to see who can see what in what folders on a granular level, which is a big benefit. And Laserfiche records management is DoD-certified, which makes us feel very secure using the system and protecting the information that we are putting into the system.”
A Prescription for Digital Transformation
Since implementation, Nature Coast has received positive feedback from patients and staff about the new digital intake process. “Patients aren’t sitting out in the waiting room filling out paperwork, and there’s no longer the issue of forgotten driver’s licenses or insurance cards — they’ve already sent us the information we need,” Williams said. “Nothing is missed. They get here and check in, they’re seen, and then they’re on their way.” She estimates that they have shortened wait times for new patients by 75%.
Nature Coast Women’s Care & Family Medicine continues to build on the success of the new patient intake process. Human resources and financial are the next departments that will digitize records and processes, with plans to put the clinic’s job application online using Laserfiche Forms. As Nature Coast automates more of the clinic’s repetitive tasks, Williams also plans to take advantage of Laserfiche’s process analytics to help grow the practice.
“We’re hoping to increase our new patient volume,” Williams said. “Once we get more data, and more of the organization starts using Laserfiche, those analytics will be key.”
Find out how Laserfiche Cloud can transform how you do business. Experience Laserfiche Cloud today.
With data privacy and governance rules that seem to get stricter each year, today’s businesses and organizations need to be more diligent than ever with their content. At the same time, the fast pace of business, technology and customer behavior requires content to be shared at record pace.
When an organization needs to share sensitive or confidential information with an outside source, be it a client, vendor or customer, things can get complicated. Organizations need to make this information accessible to the intended participants, while also putting in effort to preserve privacy and security – for the organization’s own benefit, and to stay in compliance with current industry laws, standards and regulations.
Finding a solution that meets your security and accessibility needs can be a tough balancing act. Many file sharing methods offer convenience at the expense of security and privacy, or the other way around.
However, secure file sharing technologies allow businesses to toe this line with ease – with a simple click of a button, you’re able to share files with others, while gaining the peace of mind of knowing your file sharing activity can be monitored and logged for auditors later.
Traditional File Sharing Isn’t Always Secure
While security of sensitive content is increasingly a concern, many organizations still rely on traditional ways of sharing files, opening up potential vulnerabilities.
These are some of the common methods today’s organizations use to share files, each with its own security challenges:
Paper
A popular method for sharing information that’s centuries old. Still, paper can get easily lost in the shuffle of day-to-day business operations, which is especially troublesome when dealing with sensitive or confidential information. Paper documents containing sensitive information can also be harder to permanently delete, usually requiring secure shredding services for proper disposal.
Although you may be able to password-protect an attached file (depending on the application you use to create it,) emails themselves can’t be password protected. They can be encrypted (in other words, “scrambling” the message in transit so would-be interceptors can’t read it) but this by no means implies the content is secure once it reaches its destination.
This is especially true since emails received generally don’t have an expiration date – they can stay on a machine or server indefinitely unless deleted by a user or administrator. Even without these concerns, email attachments usually have file size limits, so the document you’re sending might simply be too large to share this way in the first place.
File Transfer Protocol (FTP)
Another option for sharing files is using an FTP server. Think of it as a network drive with a very specific way of moving files to and from it – the actual file transfer protocol itself.
On its own, FTP does not provide many built-in security features, or a way to track and monitor user activities being performed. The traditional FTP protocol doesn’t support encryption either, which means outside parties may be able to read or intercept data being sent. Your IT department may be able to create custom settings and features to make up for this lack of built-in security, however that’s only if you own the server, and would require heavy lifting as far as time and resources to make happen.
A More Secure Approach to File Sharing
Secure file sharing software offers a more locked-down alternative to paper and email, while still being easy and convenient to use. It also provides powerful security without the need for extensive infrastructure or IT resources:
- Password protection helps to ensure that once a file reaches a client, constituent or customer, that it can only be viewed by those with the password.
- Cloud hosted content means your organization doesn’t have to configure external-facing network security in order to share files.
- Expiring URLs limit the amount of time for sharing. Largely, this reduces the risk that others will post your link online for extended periods of time.
- Link deactivation can be performed by some secure file sharing tools. This functionality adds flexibility, enabling you to shut down a link regardless of its expiration date.
- Audit trails are likely one of the most important reasons to choose a secure file sharing solution. Across industries, countries, states and jurisdictions, strict data governance regulations are increasingly common. One of the easiest ways to appease auditors is to keep accurate logs of your activity, including file sharing.
Improve Your File Sharing Practices
For organizations where protecting sensitive information is a priority, it’s practically essential to add secure file sharing software as part of your enterprise toolkit. Laserfiche’s secure file sharing feature, direct share, gives you the ability to share information securely, internally and externally, as part of Laserfiche’s robust enterprise content management platform.
Interested in seeing how Laserfiche can provide a way to manage your documents while supporting information governance efforts? Schedule a demo to learn more.
SITUATION
• Paperwork after courtroom or police station visits took time away from client service
• Manual processes caused delays in billing and case completion
• Compliance and governance practices added time and burden of manual tasks on employees
RESULTS
• Less time spent on manual routing of information and data entry
• Faster, more responsive client service
• Increased accountability and transparency across the firm
• Reduction in administrative costs
A general practice law firm located in the United Kingdom offers a broad range of services across many types of U.K. law — such as crime, personal injury, property, and commercial — and needed a way to create clear accountability and support compliance for each litigator’s daily activities.
Helping Firm-wide Compliance
Prior to using Laserfiche, lawyers would fill out a 40-page form after courtroom or police station visits, creating a cumbersome and time-consuming process for both the lawyers and clients, as well as delays in billing and case completion.
“The compliance wasn’t there and the money wasn’t there,” said the firm’s operations manager. “The starting point for us was to deal with that particular issue of ensuring that when someone went to the police station, the paperwork actually got to us and got to us on time, instead of two weeks later.”
Laserfiche’s advanced electronic forms capabilities were an attractive solution for improving processing times and creating compliance controls. The company selected Laserfiche to bring information accessibility and accountability to the firm’s client and administrative processes.
Taking the Leg Work Out of Legal Work
The firm began by implementing mobile forms within its Crime and Litigation Department. With Laserfiche Forms, litigators can now use iPads to immediately capture and update client information at police stations or courtrooms, then instantly send the information to the firm’s administrative department for end-to-end processing. Forms-based workflow and analytics automatically track litigators’ court attendances and time reporting, simplifying accountability and providing more accurate data for billing.
“Laserfiche gave us a fantastic vehicle for that,” said the operations manager. “The Laserfiche system could capture information from the client, which is more and more important from a data protection point of view now. There was accountability. Things weren’t just going to disappear.”
Benefits include:
- Solicitors can instantly and accurately capture client information on mobile devices.
- Client paperwork is automatically sent from lawyers to administrative teams for processing.
- Offline access to documents helps solicitors address client needs on the fly.
- Police station visits, court attendances and litigator timecards are automatically tracked, creating more accurate and transparent reporting.
- Administrative costs in the company’s Crime department were reduced.
“Laserfiche looks after all the typical elements of what a lawyer does,” added the operations manager. “That’s been the biggest breakthrough for us as a practice, and the most spectacular application of it for the firm as a whole.”
SITUATION
• Shufro Rose needed a platform to automate key processes and integrate with the firm’s tech stack.
• The firm wanted to standardize the experience for advisors so that they could continue providing the highest standard of service to clients.
RESULTS
• Built a digital infrastructure strategy with Laserfiche that has enabled the firm to thrive through change
• Improved back-office efficiencies that make employees’ lives easier
• Kept client-facing staff focused on clients
Wealth management firms need consistent, standardized processes to scale their businesses successfully. When Shufro Rose began looking for ways to digitize its workflows, its customer relationship management tool was unable to produce the robust audit trails or perform the sophisticated workflow logic the firm needed to support its growth. It turned to Laserfiche to manage its books and records document repository and manage its workflows.
Today, the New York City-based independent wealth management firm manages approximately $2 billion in assets across 1,200 households and roughly 2,700 accounts. As it has grown, it has also steadily converted more and more of its business processes to digital workflows that integrate tools such as Tamarac and Docusign with Laserfiche.
“[Laserfiche is] our books and records document repository, storing all the client paperwork we’re required to have by regulation, but it also serves as an operational workload tool for things like account opening, moving money, so that our client-facing and operational teams can work as efficiently and effectively as possible.”
— Vibhaw Arya, chief operating officer at Shufro Rose
Building Flexible Workflows Driven By Front-End Needs
Laserfiche allows Shufro Rose to design automated workflows that make its front-end and back-end processes more efficient simultaneously. The firm approaches digitizing a process by starting with a front-end client request. That requires the team to think about the data points it needs to move forward each step of the way. The ability to integrate the process with Tamarac means the firm can pre-populate information it already has, minimizing data entry errors and enabling advisors and their staff to focus on client service, and obtaining only the information they still need.
Digitizing the firm’s money movement process was an early target. The ability to create electronic forms using Laserfiche, which are pre-populated with information saves administrative time and energy. The process also employs sophisticated logic to mitigate risk dynamically, based on the type of transaction taking place. For example, a request to write a first-party check from an investment account with all the information on file and documented can be approved without as much intervention as a client request to wire funds to a car dealership. In the latter case, the firm would need a letter of authorization on file, and may also need to get approvals from the portfolio manager and chief compliance officer.
Using workflows built with Laserfiche, Shufro Rose was able to automate the sending of approval requests as appropriate depending on the situation. The system prompts the appropriate people for secure, electronic approvals, reducing bottlenecks that could slow the process. Because the workflow automatically produces and files a paper trail in the Laserfiche repository, the firm’s record-keeping and compliance requirements are met without the need for additional intervention by staff.
“The repository is our books and records,” said Arya. “We have it all within one platform that keeps it all together and ensures we’ve got full audit trails.”
One of the firm’s significant Laserfiche initiatives has been to streamline the account opening process. This process originally relied heavily upon manual data entry and manually scanning numerous account documents. Shufro Rose created an electronic account opening form in Laserfiche that captures all client information necessary to open a new account in a consistent digital format. A Laserfiche workflow then automatically routes information to relevant operations and client service personnel for execution and review. Any required signatures required for account opening are executed through an integration with DocuSign.
Supporting Compliance and Risk Management
As Shufro Rose turned its attention to other business processes, it uncovered additional benefits to its operations. “The other thing Laserfiche Forms helps us do, given that it’s very checkbox-oriented and data-entry oriented, it also helps us create the operational procedures within Laserfiche itself—it’s become our digital operations management in a lot of ways,” said Arya.
Operational procedures are automatically documented because they live on the Laserfiche form used for the process. Because the process is digital, it’s also consistent. With workflow logic built into the process, steps don’t get forgotten or skipped. And the firm is able to keep track of things at all times using dashboards to monitor the status of requests. “It actually helps us onboard new employees as we’re trying to grow—it becomes a type of training tool, because the process helps you drive what’s needed,” Arya said.
Managing Increasing Complexity
With the help of its Laserfiche implementation partner, Accelerated Information Systems, Shufro Rose has been able to take advantage of the flexibility provided by Laserfiche’s API functions to automate more complex processes.
When teams initiate requests for gift letters, produced when clients donate stock, often to unlock tax benefits, Laserfiche uses an API connection to pull in the historical prices of the stock or stocks being gifted. The process then automatically generates the gift letter to send to the client, which the client can then pass to their tax accountant. At the end of the process, the paperwork and audit trail are filed in the Laserfiche repository without the need to scan paperwork manually.
More Benefits to Unlock
As Shufro Rose continues to grow, it has additional enhancements already in the pipeline. In 2023, it plans to automate the creation of investment policy statements for new and existing accounts, as well as the complex process of splitting existing accounts, for example, when transferring IRA account assets to beneficiaries.
“Shufro Rose’s approach to digital transformation is firmly rooted in its dedication to serving clients,” said Zaheer Master, president of Accelerated Information Systems, the solution provider that implemented Laserfiche at Shufro Rose. “The firm’s vision and use of Laserfiche has positioned it for success, even in times of dramatic change.”
Improving back-office efficiencies makes employees’ lives easier and keeps client-facing staff focused on activities that produce value for clients. With compliance functions automated and processes well documented, operations can run more smoothly without compromising on risk mitigation. “There are so many intangible values that have come out of this process,” Arya said. As organizations scale, process automation can ensure those benefits multiply.
Solution Provided By: Chelsey Hulsey Pedersen, Laserfiche Specialist, Cowlitz County
Cowlitz County, WA has a population of over 102,000 residents. When the COVID-19 virus hit, the state of Washington issued a Stay Home, Stay Healthy order, which means non-essential businesses are not able to operate and social gatherings are more or less prohibited. In order to respond to this crisis, the county created a cooperative, multi-jurisdiction, multi-discipline group of people to act as the Incident Management Team.
The County Needed a Central Repository for All Related Documents
Not every county agency has Laserfiche, so the team had to come up with some creative solution to get this diverse group utilizing a secure central source to hold their documents, to collect data and convey critical information.
The county decided to store all related files in the Laserfiche repository. A team member tracks down all electronic files from various network folders, as well as cloud storage services, and imports them into Laserfiche. The team member also scans in any physical files. After import, the team member applies the appropriate template and populates the fields. A workflow routes the indexed documents to the correct folder in the repository for archival.
Documents are stored by type. Shortcuts to documents are also placed in folders pertaining to day so that it is easy to review everything that happened on a given day at a glance.
An Electronic Form is Used to Survey Care Facilities
Another critical process that has been streamlined using Laserfiche is surveying various long term care facilities such as retirement homes to determine their personal protective equipment (PPE) supply and testing capacity. Before the Forms process was implemented, a member of the incident management team would reach out to these facilities daily by phone to get these questions answered. An electronic form streamlines information gathering as staff at facilities can fill out the form and submit it themselves.
A delegate from each facility fills out the form daily to report the facility’s status. A member of the incident management team can review the submissions in the repository or by using a simple dashboard that shows an overview of each facility at a glance.
This dashboard is simply another Laserfiche form that compiles all the information from the various submissions in one place. After each form is submitted, the information in the form is saved in a database. This makes it easy to pull and display in the dashboard.
The county started by surveying six facilities but now surveys 20 different facilities and new ones come on board as needed.
Laserfiche Provides Citizens with the Most Updated Information
As the county receives new test results for COVID-19, the public information team has been keeping the public informed by issuing a press release for each positive case that details the patient’s general age, gender and current status.
This information is now listed on the county’s special COVID-19 website. In order to generate that report, data is captured first through Forms and then stored in a database. The data is pushed into another form that is embedded in the website through an iFrame. The website report is updated automatically if there are any changes to the data.
This simple process has considerably reduced the public information team’s workload. The team can focus on getting information out to the public instead of up constantly updating the website.
Laserfiche Keeps the Public Educated About Compliance with the Stay Home, Stay Healthy Order
Another way that Forms has helped the Cowlitz County Incident Management Team is through the noncompliance inquiry form.
Prior to implementing this Forms process, the county’s 911 call center was inundated with people calling to report what they believed were violations of the governor’s Stay Home, Stay Healthy order. In order to allow the 911 call center to tend to more pressing emergencies, the county developed a noncompliance inquiry form.
A law enforcement officer reviews each inquiry and follows up with the subject of the complaint to educate them about how they can continue through this period of quarantine safely. In just three weeks after implementation, the county closed out over 160 inquiries.
Are you interested in learning how Laserfiche can help your organization work from home during this COVID-19 crisis? We’ve put together a list of frequently asked questions about using Laserfiche to support remote work.
The digital transformation of the aviation industry continues to create new ways for airline carriers, leasing companies and aircraft service organizations to compete.
While aviation has traditionally lagged behind other industries in digital innovation, Coopesa RL — a provider of service and skilled personnel to the aviation industry since 1963 — has prioritized investing in new technology to transform its business. Most recently, Coopesa used Laserfiche to digitize and automate its documentation processes, which has resulted in a reduction in employee hours spent on updating and tracking down paperwork, better oversight of documents and processes, and a boost in productivity. Additionally, the improvements have shortened the average time planes are grounded for service, enabling Coopesa to offer more value to clients.
“Every day, more and more airlines, competitors and suppliers are transitioning to a digital environment,” says Herbert Cabrera, IT director at Coopesa. “Additionally, many of our mechanics are millennials; they are very willing to work in a sophisticated digital ecosystem. We recognize the need to provide the tools that will empower them to be as effective and productive as possible.”
Safety and Compliance in the Cockpit
Based in Costa Rica, Coopesa offers major maintenance, inspections, modifications, upgrades, refurbishments and painting for the world’s aviation fleets and leasing companies. The company has three hangars, and plans to open a new facility that will accommodate additional offices, back shops and the service of even more narrow- and wide-body planes. As the company evolves its offerings, Coopesa has also embarked on a journey to digitally transform its business as well.
Coopesa’s IT team identified an opportunity to digitize the process of documentation, which is required for every task involved with aircraft repair and maintenance. Documentation enables the company to comply with numerous regulatory requirements from more than 13 aviation regulatory agencies in the region — plus requirements from clients’ countries. Traditionally very manual and paper-heavy, documentation for a single service could take up to three days.
Some of the challenges Coopesa faced as a result of manual, paper-heavy documentation processes included:
- A lack of transparency and accountability, and an inability to assess the status of projects.
- Significant amount of manual effort involved with finding, reviewing and approving documentation.
- Limited ability to make informed business decisions about resource allocation and other strategic concerns.
The company sought a user-friendly, customizable solution that could help employees digitally and securely document service activities and purchases, as well as reduce the manual tasks involved with managing and updating documentation.
“In order to keep up with our growing clientele while continuing to honor our commitment to quality, safety and compliance with regulatory requirements, we turned to Laserfiche digital document management and business process automation,” Cabrera says. “Laserfiche helps us to meet one of our biggest challenges: complying with civil aviation control entities in each of our clients’ countries as well as our own.”
Laserfiche Takes Coopesa to New Heights
Using Laserfiche, Coopesa digitized critical documents related to services and automated many of the tasks related to reviewing, approving and updating documentation. The company also automated the process of material purchase documentation, which must be kept for two to five years for auditing, depending on material type and client requirements.
“Digitizing these processes allows us to avoid manual review of thousands of documents, and mitigated the risk of lost documents that previously had to be physically transferred between offices. We also have a full audit trail for all documents; everything is completely traceable. This digital experience puts us on par with the largest repair shops in the world.”
—Herbert Cabrera, IT director at Coopesa
The company has plans to integrate Laserfiche with other internal systems, to centralize information and enable employees to more easily locate certificates and other critical documents, no matter where they are stored. Another project on the horizon is the digitization of personnel files, which also require strict controls and security.
“For many years, the aviation maintenance industry was reluctant to adopt technological solutions, but now there is a new digital ecosystem,” says Cabrera. “Laserfiche has enabled us to not only participate but act as a leader in the digital transformation of the aviation industry.”
Offering First-Class Customer Experience
Coopesa’s Laserfiche initiatives have significantly reduced costs related to the printing, storage and transportation of paper documents. More importantly, the documentation process — which previously took up to three days — now only takes one to two hours. Clients automatically receive notifications immediately when they have corresponding tasks to complete.
“Streamlining this process is incredibly valuable,” says Cabrera. “We can shorten our turnaround time, while our clients can quickly schedule the return of their aircraft to operation. This has a positive effect on our revenue as well as the customer experience.”
The increase in transparency across the organization also allows for better planning. Staff are empowered with information regarding hangar space, technician and other resource availability to fulfill clients’ service and maintenance needs in the most efficient manner possible. Managers are also better able to measure performance and productivity by examining process data.
Another important benefit: Employees have reclaimed time from tedious, manual processes to be dedicated to more specialized tasks related to quality control and customer service.
“Our biggest satisfaction is seeing aircraft take off from our facilities, and operating safely and reliably,” adds Cabrera. “We will continue to invest in the technology solutions that enable us to be our clients’ partners in maintenance, and to meet their needs with high-value and competitive solutions for service.”
Learn more about why digital transformation is key to success in this white paper – download “Leading for Innovation and Growth: Five Strategies for Driving Digital Transformation.”
Merichem is a global company that serves the oil and gas industries with focused technology, and chemical and service solutions. Its proprietary impurity removal processes increase the quality of refinery products and oil and gas streams, and the company beneficially reuses spent caustics and other byproducts from oil and petrochemical plants around the world.
Merichem used Laserfiche to automate a number of approval processes, centralize information and improve information governance. The result has been a decrease in the burden on employees for meeting all of the requirements of ISO 9001, ASME and other documentation requirements, an increase in information accuracy and productivity, and faster turnaround times for customers—all critical improvements for an organization focused on operating safely and efficiently in a fast-changing, highly regulated industry.
“There has been a lot of change in the oil and gas industries,” said Amy Magee, project controls manager at Merichem. “It used to be that hiring a bunch of people wasn’t a big deal because the industry was making a lot of money. It’s never going to be the way it used to be—cost savings have become more important. Everyone in the industry is working to better understand how they are using money and how they are operating, so we can do things differently and more efficiently.”
Putting Quality and Safety First
With three U.S. offices and over 1000 treating units in refineries in 53 countries, Merichem must comply with a multitude of safety standards including those of the ISO, American Society of Mechanical Engineers (ASME) and other organizations related to pressure vessels and refinery equipment.
“Quality and safety are extremely important to us,” said Amy Magee, project controls manager at Merichem. “We need to ensure our systems are built to the right standards. Data sheets are needed for equipment; drawings for construction; plus a lot of testing has to be done. And anyone who operates any of our equipment or the equipment we purchase needs to know what they are doing.”
The company initially needed a new centralized repository for documents, but Magee also realized that the company’s needs went beyond digital storage. “We need the ability to manage licenses with customers and give them access rights to individual folders,” she said, adding that employees previously had to manually track access to specific folders via spreadsheets or on Word documents. “We also have to track versions of documents, and when we disseminate information or updates, we need to know if and when documents are received and reviewed.”
Another essential component of Merichem’s operations, data books, were time intensive to compile, and were often still printed on paper and sent to customers. When a project was completed, employees had to compile anywhere from 10 to 20 books—with about 750,000 pages in each book—in a short time frame. PDFs were manually uploaded, and any time a change is made, it must be carefully tracked and sent to the customer as well. This resulted in increased overtime hours at the end of every project. “Data books were being printed, and employees had to manually mark up the individual copies,” Magee said. “They then had to scan the page back in, and there was no way to know if a customer had opened or looked at it. It was just a monotonous process. You had to check that you didn’t duplicate efforts. A lot had to be done to ensure the information was correct.
“Our cycles are very fast, and a lot of projects are fast-tracked,” Magee added. “Manual work was delaying our processes, and employees had to work overtime to get things done within our time frames.”
The company ultimately turned to Accelerated Information Systems, a Laserfiche Solution Provider, to implement a Laserfiche system that would enable access control, provide tracking capabilities and automate manual processes, including data book compilation.
“Safety is serious business at Merichem,” said Zaheer Master, president of Accelerated Information Systems. “With Laserfiche we’ve automated a critical but monotonous task, freeing employees to work on more important projects.”
Control, Automate, Transform
Today, Merichem uses Laserfiche for document management; Laserfiche provides granular security control so that individual employees are no longer tasked with tracking access to information. Project assistants previously spent on average 750 hours—about half of the hours charged to a typical project—uploading and transmitting documents to multiple outside parties. Today, they have reduced that by about one-third, or 250 hours.
The centralized system also allows employees enhanced search capabilities, saving additional time finding information. “One of the biggest complaints we had about the previous software we were using was that you had to know the exact name of what you were searching for,” Magee said. “Being able to use Laserfiche and do partial or fuzzy searches, and search through OCR and metadata has been huge for us.”
Beyond improving the management of information, Merichem used Laserfiche to automate the process of data book compilation. Today, employees simply need to follow a naming convention for files and an automated workflow compiles the data book in 30 minutes to two hours—a process that used to take a full week.
“I’ve gotten a lot of feedback that Laserfiche makes our employees’ lives easier. It’s had a positive impact inside and outside of my department, across the rest of the organization. It helps all of our employees and alleviates stress related to deadlines, and we are able to expedite the turnaround time for preparing and submitting data books to customers. The end of a project is always a stressful time period, but it’s much easier now since very little manual work has to be done. We don’t have that rush at the end, where everyone’s putting in overtime hours.”
—Amy Magee, Project Controls Manager at Merichem
Continued Improvements, New Efficiencies
Merichem continues to explore new uses for Laserfiche and increase efficiency across the organization. Next, the company has plans to implement Laserfiche for specifications review, another time-intensive and paper-driven process. Magee explained that employees will also use Laserfiche in shipping and receiving, allowing employees to use tablets to take pictures of materials before they are shipped, so that they can upload them to the Laserfiche mobile app. This will assist employees in ensuring the company has records of the exact condition of items before they leave the premises, helping to fulfill requirements of ISO 9001.
Magee encourages her team members to obtain Laserfiche Certification and get involved with process improvement. “Laserfiche has helped in a lot of aspects,” Magee added. “It’s helped to keep everyone on track, and now as we are overseeing and facilitating work, we are able to make sure that people have the tools they need to get important information to customers in a timely manner.”
