ECM Services is comprised of three component service offerings:
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.|
The ITS Scan Service along with the ITS EDM Service can enable additional capabilities such as:
For additional information about this service, please visit the ECM Services web site at http://www.ecm.its.state.nc.us/
General areas of support including roles and responsibilities, requirements, and customized costs are included in the Memorandum of Understanding (MOU) for this service.
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.email@example.com to submit a service request for the ECM service, or contact the service owner.
Service Owner: Milton McCoy
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.
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.