Welcome to the Office of Information Technology Services

Electronic Content Management (ECM) Services

Service Description

ECM Services is comprised of three component service offerings:

  • ITS Scan Service
  • Electronic Document Management (EDM) Service
  • ITS User Interface (UI) and Portal Service

These three service offerings can be used independently of each other or in conjunction with each other as a fully integrated platform. These services provide a highly reliable, scalable, secure, and feature-rich electronic document management platform that can be leveraged by State agencies for their various electronic document management needs. This shared platform can be used by State agencies to scan, store, and retrieve their electronic document assets while also providing an environment where collaboration between non-co-located participants for any given State project can be facilitated via the Internet. Benefits of utilizing the ECM Services are listed below.

Benefit ITS Service Current Offering Comment
No Capital Expenditures Required The ECM Service has already procured hardware and EDM Software to support the Scan-Store-Retrieve requirements of most State agencies.
No RFP Required ITS ECM Services can be used without the need for an RFP.
Project Management Service Project Management is an integral part of establishing any ECM Service. ITS Project Managers provide customers with a high understanding of the Enterprise Project Management tools and assist by driving results. ITS offers its ECM customers this benefit via our Project Management Service.
Scanning Scan software and maintenance in place today via the ECM Scan Service. Scanners and associated support can be purchased from the vendor that supplies the scanner.
Store - Centralized EDM Content Repository In place today via EMC Documentum.
Retrieve - WebTop and CARA In place today via EMC Documentum and Generic CARA.
Enablement of cross-departmental sharing of files Eliminates the need for mailing files and the associated costs.
Enablement of vertical application integration Applications can be integrated with ITS ECM Services.
Certified ECM Support Staff In place today via ECM Services.
Customer Training ITS offers web-based training for WebTop.

Future offerings via qualified vendor RFP.
Professional Services ITS offers Professional Services for ECM Services.
Software Quality Assurance (SQA) Testing Services ITS offers SQA testing of your EDM related application via our SQA Service.
24x7x365 Service Desk ITS offers a fully staffed Service Desk via email or by phone.
Data housed in the NC Data Center Professionally managed North Carolina Data Center with locations in Eastern and Western North Carolina.

ITS Scan Features

  • Web Browser Interface - Access to the service will be provided using a standard web browser (e.g., Internet Explorer) as opposed to any "fat client" software that would need to be installed on the user desktop.
  • Capture documents from a variety of different sources - Including centralized high-speed scanners, distributed desktop scanners, multi-function peripheral devices (MFP's), fax, email, network directories, and other input sources.
  • Distributed Capture - Extends capture out to branch offices, enabling document scanning and indexing by remote users, and delivery of content to a central location for processing.
  • Classify incoming forms/documents - Intelligent document recognition identifies structured, semi-structure, and unstructured documents, and separate single and multi-page documents automatically with no need for manual intervention or separator sheets/barcodes. Applies to tax forms, licensing documentation, medical records, etc.
  • Route documents to specific users/groups - Customized capture flows support the dynamic routing of documents to different users or groups.
  • Extract - Extract key data from documents using different extraction techniques, including zonal OCR, freeform extraction and manual data entry.
  • Validate - Perform field-level validations and database lookups ensuring the accuracy of extracted data.
  • Deliver - Export into content management, ERP, database and other systems for workflow, processing, storage, and archiving.

The ITS Scan Service along with the ITS EDM Service can enable additional capabilities such as:

  • Archive and Retention: Ability to capture, search and retrieve document images using an accessible online repository.
  • Case Management: An integrated platform for transforming physical paper case files with an integrated platform for managing all case artifacts (paper, electronic, e-mail), people and processes.
  • Content & Business Process Management: Ability to Store, Manage and Search all types of content in a secure repository and automate back office workflows.

Electronic Document Management (EDM) Features

  • Web Browser Interface - Access to the service will be provided using a standard web browser (e.g., Internet Explorer) as opposed to any "fat client" software that would need to be installed on the user desktop.
  • Library Services - Document check in/checkout, re-visioning, and version control for any given electronic document.
  • Customizable Lifecycles - A chain of states a document can pass through during its lifetime (e.g., Author, Draft, WIP, Approved, Archived).
  • Customizable Workflows - Order in which specific work is performed, or the route a document should take.
  • Document Metadata - Each electronic document comes with a standard set of metadata (attributes) which is searchable as well as customizable.
  • Document Templates - Predefined document templates can be imported, created in, versioned and protected by various levels of security and encryption.
  • Search - Automated full text indexing for any given document content for facilitating metadata and content searching.
  • Document Format Rendering - Documents can be automatically or manually rendered in various formats (e.g., HTML or PDF) for publishing to web sites or to provide other forms of document delivery.
  • Annotations / Generic Viewer - If the user does not have the required desktop application software to view a specific document format, a Generic Viewer is available. This viewer also provides a wide range of annotation, redaction, and other capabilities that can be used for reviewing and annotating any given document.
  • Security - A robust set of security capabilities includes n-tier security administration, support for 128-bit encryption down to the document level, audit trails for who accessed what documents and when, and authentication via the Statewide NCID service.
  • Web Publishing - Automatic document publishing to a distant web server as well as document removal from a web server.
  • Automatic Notifications - Email alerts letting you know when work has been assigned to you manually or automatically via workflow or when a document you're interested in has been modified.
  • Logical Document Linkage - Logically link documents together when primary document is versioned, then link points to current version.
  • Feature Rich Application Programming Interface (API) - Ability to interface new or existing agency applications to the document data base(s) using a standardized set of API's and tools.

ITS User Interface (UI) and Portal Features

  • Web Browser Interface - Access to the service will be provided using a standard web browser (e.g., Internet Explorer) as opposed to any "fat client" software that would need to be installed on the user desktop.
  • Works in any browser - The Google Web Toolkit is certified on any of the major browsers, and should work on almost any browser. The ones certified include Internet Explorer v6+, Firefox v1.5+, Chrome v4+, Safari v3+ and Opera v9+.
  • Ergonomic - The application has the look and feel of Windows Explorer. This greatly improves user adoption of CARA. The tool is designed to provide a truly ergonomic, easy-to-use experience with a reduced number of mouse-clicks and separate screens required to perform a task or see information.
  • Performance - Three major aspects of the way CARA is built contribute to performance that is measurably faster performance than the native platform UI for the individual applications (in some cases 4-5 times faster for the same action).
    • CARA is built using the Google Web Toolkit which is a very fast, stable web application.
    • CARA has been architected to pass the minimum amount of information in small fragments (rather than entire HTML pages) back and forth between the browser and the application server.
    • CARA has been built to allow operations asynchronously, so users do not have to wait for one thing to finish before doing something else.
  • Built-in portal - CARA provides a built-in portal with reduced functionality such "anonymous" search, viewing, and some limited functions once logged in i.e. Create/Import, Edit, and Delete. This portal feature is useful for public access or third party/customer access.
  • Widgets - CARA offers a unique "Widget" panel. These widgets allow users to display up to five default Widgets - properties, locations, renditions, relations and versions.
  • Multiple Platforms - CARA is unique in that it leverages CMIS (the new Content Management Interoperability Services) in order to work on any platform that supports CMIS. Therefore, customers can switch the back end between any of the supported platforms without having the UI, and therefore users, impacted. This gives customers independence from the platform and the ability to move with the most appropriate platform at any particular stage.

For additional information about this service, please visit the ECM Services web site at http://www.ecm.its.state.nc.us/

Service Support

General areas of support including roles and responsibilities, requirements, and customized costs are included in the Memorandum of Understanding (MOU) for this service.

Customers

  • State Agencies
  • Boards and Commissions
  • Local and County Governments

How Do We Charge?

Electronic Content Management (ECM) Services
Product Category Product Description Rate Unit
Electronic Document Management (EDM) Services EDM "consumer only" seat license - read only privileges to the EDM repository $50.00 one-time charge per named user
Electronic Document Management (EDM) Services EDM "power user" seat license - read/write privileges to the EDM repository $250.00 one-time charge per named user
Electronic Document Management (EDM) Services Web based training course for end users on the EDM WebTop user interface and application functionality (mandatory training) $18.00 one-time charge per named user
Electronic Document Management (EDM) Services EDM consulting services (State employee resource) $80.62 per hour worked
Electronic Document Management (EDM) Services EDM disk storage (SAN) charges based upon allocated storage consumption SAN/DASD open systems storage + tape backup costs - refer to ITS Computing Services rates Monthly per MB or GB being consumed
Electronic Document Management (EDM) Services EDM "PER USER" Subscription Rates and Add-ons N/A N/A
Electronic Document Management (EDM) Services Tier 1 Service Level : 1-19 named users for any given agency or department. Document lifecycle, workflow and repository administrative functions ARE INCLUDED in subscription. $60.00 per named user per month
Electronic Document Management (EDM) Services Tier 2 Service Level : 20-50 named users for any given agency or department. Document lifecycle, workflow and repository administrative functions ARE NOT INCLUDED in subscription. $50.70 per named user per month
Electronic Document Management (EDM) Services Tier 2 Service Level Add-on Option : Document lifecycle, workflow functions for 20-50 named users. $20.00 per named user per month
Electronic Document Management (EDM) Services Tier 3 Service Level : 51-200 named users for any given agency or department. Document lifecycle, workflow and repository administrative functions ARE NOT INCLUDED in subscription. $36.92 per named user per month
Electronic Document Management (EDM) Services Tier 3 Service Level Add-on Option : Document lifecycle, workflow functions for 51-200 named users. $20.00 per named user per month
Electronic Document Management (EDM) Services Tier 4 Service Level : 201-400 named users for any given agency or department. Document lifecycle, workflow and repository administrative functions ARE NOT INCLUDED in subscription. $27.69 per named user per month
Electronic Document Management (EDM) Services Tier 4 Service Level Add-on Option : Document lifecycle, workflow functions for 201-400 named users. $15.00 per named user per month
Electronic Document Management (EDM) Services Tier 5 Service Level : 401+ named users for any given agency or department. Document lifecycle, workflow and repository administrative functions ARE NOT INCLUDED in subscription. $25.61 per named user per month
Electronic Document Management (EDM) Services Tier 5 Service Level Add-on Option : Document lifecycle, workflow functions for 401+ named users. $15.00 per named user per month
Electronic Document Management (EDM) Services EDM "AGENCY" Subscription Rates (for 20+ named users only) N/A N/A
Electronic Document Management (EDM) Services Tier 1 Service Level : 20-50 named users for any given agency or department. All EDM functionality INCLUDED in subscription. $2,904.21 per Agency per month
Electronic Document Management (EDM) Services Tier 2 Service Level : 51-200 named users for any given agency or department. All EDM functionality INCLUDED in subscription. $9.680.70 per Agency per month
Electronic Document Management (EDM) Services Tier 3 Service Level : 201-400 named users for any given agency or department. All EDM functionality INCLUDED in subscription. $14,521.04 per Agency per month
Electronic Document Management (EDM) Services Tier 4 Service Level : 401+ named users for any given agency or department. All EDM functionality INCLUDED in subscription. $23,596.70 per Agency per month

Next Steps

Request for Service Information: The first step on the path to partnering with the ITS ECM team is the initial request. Once you have reviewed the benefits of our service and made a decision to move to the next step, contact our Service Desk at 919-754-6000 or 1-800-722-3946, or e-mail ITS.incidents@its.nc.gov to submit a service request for the ECM service, or contact the service owner.

Service Owner: Milton McCoy
Phone: 919-754-6505
E-mail: milton.mccoy@nc.gov

Requirements Discovery: Once you have decided that you want to consider our service as a potential solution, we will set up an initial meeting to discuss high level requirements. After this meeting, you should have enough information to continue internal discussions, or decisively move toward development of a solution.

Solution Development: Generally, once we reach this phase in the process you have decided to form a partnership with us, underpinned by a Memorandum of Understanding (MOU). Subsequent activities will now center around the creation of a project management plan. Project management activities can be guided by either an ITS/ECM project consultant or your own internal project manager resource. During this phase, all resources are secured and the definition of success is agreed upon by all stakeholders.

Solution Deployment: Immediately following the solution development activities, the solution is tested, verified, and deployed under the governance of the project manager. The deployment phase is completed when you sign off on the solution.

Monitoring: After solution deployment, we will closely monitor it as operations are ramped up.

Service Support: We provide application support via the standard Remedy-based support request process, which is governed by your documented Service Level Agreement.

Communications and Status

If you are a customer of this service, please visit the ITS Customer Communications Hub to self-register for communications regarding this service and to view Service Status.

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