Enterprise Data Management
Enterprise Content Management, Data Governance Policies and Procedures Manual
01/23/2019
Table of Contents
Project Outline and Requirements ............................................................................................................... 3
Implementation Life Cycle ............................................................................................................................ 6
Information Infrastructure Evaluation ........................................................................................................ 12
Content Capture Evaluation.................................................................................................................... 12
Content Management Evaluation ........................................................................................................... 13
Content Management Tools/ Storage Evaluation .................................................................................. 14
Content Preservation Evaluation ............................................................................................................ 15
Content Delivery Evaluation ................................................................................................................... 15
ECM Relationship Evaluation .................................................................................................................. 16
Information Infrastructure Improvements ................................................................................................. 17
Content Management Process Improvement ........................................................................................ 17
Sales Process ....................................................................................................................................... 17
Employment Process........................................................................................................................... 18
Inventory Process................................................................................................................................ 19
Content Management Tools Improvement ............................................................................................ 20
Data Governance Evaluation ...................................................................................................................... 21
Data Governance Improvements ................................................................................................................ 22
Implementation Plan .................................................................................................................................. 23
References .................................................................................................................................................. 24
Project Outline and Requirements
Throughout this document we will be reviewing the Enterprise Content Management
System and the Data Governance Policies and Procedures that are being put in place for a local
flower shop. To provide a brief history, Little Gem’s Flower Shop is fairly new to the retail
market. This company is less than four months old and is ready to step up their information
technology (IT) practices. The owner, Gemma Jackson, has always had a love for flowers, floral
arrangements and bringing smiles to people’s faces in the community.
When Gemma started her business it was purely local, there were no online orders being
accepted. For this reason, Gemma had one computer in the shop for ordering additional flowers,
chocolates, balloons, cards, vases etc. from. This computer was connected to a router and had
antivirus protection installed on it. This computer was also used for her two employees to clock
in and clock out of work. News of Gemma’s creations caught the eye of a larger flower company
that proposed expansion to Gemma.
The proposal was to partner with them to provide online ordering and delivery of their
products. This company was www.HurryUpFlowers.com. Gemma was hesitant at first but after
some discussion with an IT company that specializes in performing upgrades to any system,
Gemma agreed to the partnership. As mentioned earlier, Gemma has three employees (including
herself) that work at the florist shop. Due to the partnership, Gemma would like to add 3
additional employees. One manager, one cashier and one additional part time florist.
Gemma currently only has one location in town but hopes to expand her shop in a few
years. Gemma is located in an 800 square foot space next to a bakery and a wedding dress
boutique. Now that Gemma’s florist shop will be accepting online orders the need for this
Enterprise Content Management System and the Data Governance Policies and Procedures
document comes into play. Her online shop will be saving customer account information on the
stores servers in a database as well as their credit card number, address, phone number, first and
last name and birth month/year. The biggest advantage to this partnership is that Gemma can
implement enterprise content management (ECM).
ECM is defined as the collaborative process of digitally managing and applying a company’s
information to support its processes and business goals, Atlassian, (2019). What that means for
this florist shop is that all orders that come into the shop via online orders can now be stored in
one single repository for employees with the correct permissions to view. It doesn’t stop with
online orders though, it relates to invoices, supplies needed, inventory, hours worked, emails,
spreadsheets and documents as well. Having access to this information is necessary to make
decisions, complete projects and work with maximum efficiency.
Currently with everything being on paper, from orders created, prices charged, employee
applications etc, there is no real structure or security measures in place. Everything is stored in a
filing cabinet because there is no formal ECM system. This filing cabinet can be stolen, a fire or
flood in the shop could damage the contents. The need for off-site storage is imperative. This is
the perfect time for the owner of Little Gem’s flower shop to select a content management
system and identify the data that truly needs to be captured, managed, stored, preserved and
delivered.
Data Governance Policy is defined as a documented set of guidelines that help to ensure the
proper management of an organizations digital information is conducted, Rouse, M. (2019). Due
to the sensitive data that is collected on the customers behalf, it is important to have policies for
security and privacy. These policies will help describe how the florist shop plans on protecting
the customers sensitive data in conjunction with their partnership. The main reason behind this is
because the florist shop will need to store this sensitive data as well as Hurry Up Flowers.
Implementation Life Cycle
To begin the process of implementing the Enterprise Content Management and Data
Governance policies and procedures a software or systems development life-cycle must be
selected. Since an application is not being built, and this upgrade is more about two systems
being able to talk to each other, the Systems Development Life-Cycle has been selected for this
florist shop. There are seven phases of the system development life cycle, the first of which is the
planning phase. You can’t do a system over-haul blindly, you must first plan on what needs to be
done. During this phase the scope of the problem is realized, and possible solutions are
determined; review of resources, costs, time and benefits shall be considered here, Innovative
Architects, (2019).
Phase two is the systems analysis and requirements phase. It is in this phase that the
consideration of functional requirements of the project or solution take place, Innovative
Architects, (2019). System analysis takes place as well, which means the needs of the end users
are analyzed to ensure the new system can meet their expectations, Innovative Architects,
(2019). Is the payment process easy for checkout, does anything on the website come across as
unclear? These items will be addressed in this phase.
Phase three is concerned with systems design. That means the system that will be used to
take orders and process payment and then send payment confirmation and delivery information
will need to be reviewed in detail. During this phase the necessary specifications, features, and
operations that will satisfy the functional requirements of the proposed system will be described,
Innovative Architects, (2019).
The fourth phase is the development phase. Here the real work will begin! We have now
transitioned from deciding what the system will do for us to putting the plan into production,
Innovative Architects, (2019). During this phase everything in the first, second and third phases
comes to life. It is not known at this point if changes will need to be made to the system though.
This comes in at phase five.
Phase five is the integration and testing phase. In this phase the systems integration and
systems testing is carried out, Innovative Architects, (2019). That means that the programs and
procedures that were created are tested, Innovative Architects, (2019). It is here that during test a
Quality Assurance professional may find that the current items being tested are not ready for
implementation. On the contrary, they may also deem the tests a success and allow the project to
move into the sixth phase.
The sixth phase is the implementation phase. It is here when the majority of the code for the
program is written. When the project is put into production the data and components are moved
from the old system to the new system via a direct cutover, Innovative Architects, (2019). Now
the merger of the two businesses are complete. Customers can view Gemma’s florist shop
website and place an order through Gemma directly, or they can choose the option to shop a
selection offered by Hurry Up Flowers on Gemma’s website.
The final phase of the systems development lifecycle is the operations and maintenance
phase. This phase gives end users a chance to fine-tune the system if you will. This will help
boost performance, add new capabilities or meet additional user requirements that were not
initially thought of, Innovative Architects, (2019). This can be done by sending out surveys,
having a “suggestion” section on the website itself or by word of mouth. Updates to the system
should not be overwhelming during each release, it will take time to review the suggestions made
and decide if they are worth implementing.
While enterprise content management is being determined through the systems development
lifecycle, we must not forget about the data governance policies and procedures. Data
governance involves decision-making, management, and accountability related to data in an
organization, Ott, M. (2015). Step one for implementing an effective data governance structure is
to determine the strategy for having an effective data governance team in an organization. Data
governance policies and procedures are a living document and will need to be updated, Ott, M.
(2015).
The second step is to choose a model for a data governance team to follow, commonly, this
model is a three-tiered approach which includes a group of senior-level executives, whom make
high-level decisions, a mid-management group whom offers guidance and the data governance
group which carries out much of the administrative work, Ott, M. (2015).
The third step is to choose the right hierarchy for the organization. There is a corporate
governance, where policies start at the corporate governance and then pass through the channels
below. There is also a second type of hierarchy where data governance drives all decisions. The
governance of the data receives preferential treatment in this hierarchy and is what is best suited
for Gemma’s Florist shop. Below is an example of a hierarchy where data governance drives all
decisions.
Image Curtesy of Ott, M. (2015).
The fourth step is to select the steering committee, that is, the senior level executives and
stakeholders who are typically senior vice presidents and vice presidents of the business that is
being governed. In this case it would be Gemma and the vice president of Hurry Up Flowers.
This committee directs the data governance process across the entire organization to ensure the
polices and procedures developed for data are followed, Ott. M (2015).
The fifth step is to select the mid-management group also referred to as the Data Governance
Office or the Master Data Council. This council is responsible for enforcing the data governance.
Their roles include the Data Governance lead, IT Representatives and a Coordinator, Ott, M
(2015). The Data Governance Office also proposes which data governance projects spend money
on, coordinate between business and technology groups, establishes success metrics and
monitors and reports data quality and data governance metrics, Ott. M (2015).
Step six is to choose the data governance working group, these are manager-level people
who liaise between business and IT. This person drives the data management and data quality for
specific subject areas, Ott, M. (2015). While Gemma can have a hand in this, the previous two
roles as well as this role will be handled on Hurry Up Flowers side.
Step seven is to select the data governance support team. This team will consist of the data
owner, data steward, data architect, data modeler, and a data analyst. Each of these individuals
will have a specific role from creating policies, putting them into place, designing and
maintaining data, obtaining the appropriate documentation and researching problems for the data
owners, Ott, M. (2015).
Step eight is the actual policy and procedure development and enforcement. Here, the
individuals that are involved in the Data Governance Working Group create polices based on the
program goals and that everyone in the organization is adhering to those program goals, Ott, M.
(2015). This includes security procedures and privacy procedures to protect customer
information.
Step nine is to establish a skilled business team. The IT team members on this team will need
to be highly skilled in technology. They will provide tools for the people on the business team to
work with the data, Ott, M. (2015). This collaboration is important because the business team,
not the IT team, handles data ownership, Ott, M. (2015). This team has also been established
previously by the Hurry Up Flowers organization.
Step ten is the final step for data governance. Here the IT team provides tools for the people
on the business team to work with the data. Applications are supported that are used by the
company’s data and must be able to understand business policies and incorporate them into IT.
These IT members must be able to code for data movement and storage as well as be
knowledgeable about data models and databases because a lot of information will be stored
there, Ott, M. (2015). Additionally, the requests put in by the end user for change to the user
interface must be able to be handled.
To summarize, data governance is necessary in order to handle data effectively and instill
data quality across the organization, Ott, M. (2015). It is extremely important to chose the best
model for any organization and have the right team members with the appropriate skill sets on
hand. Ensuring that the polices and procedures that are put in place is the best way to start a
foundation for a successful program. Following the steps outlined above for both ECM and Data
Governance will help create a strong infrastructure for your business.
Information Infrastructure Evaluation
When conducting an evaluation of a companies ECM system, many different areas of the
company are evaluated. Since Gemma’s flower shop doesn’t have an ECM system already in
place it will be important to ensure the correct data is captures, managed, stored, preserved and
delivered properly, AIIM. (2019).
Content Capture Evaluation
To begin constructing this infrastructure evaluation we will need to create a categorized
list of content that will be used for the major organizational processes with Gemma’s florist
shop. The table below will highlight the content captured from Gemma’s Florist Shop.
Captured Content List
Content
Item
Customer
Data
Source
Format
Use
Method of Capture
Sales
SQL
Database
•
•
•
•
•
Sales
Marketing
Accounting
Support
Delivery
Flower
Restocking
Inventory
SQL
Database/
Web
Application
•
•
•
Sales
Marketing
Delivery
Accessory
Restocking
Inventory
SQL
Database
•
•
Sales
Marketing
Customer data is collected
currently from orders that are
placed by walk in customers.
The goal is to capture this data
from the online website when
it is launched and store it in the
SQL Database under a
customer profile.
The type and amount of
flowers to be ordered is
currently selected by Gemma,
the store manager. An
application will be launched
that automatically tallies the
type and amount of flower that
is used. At the end of the
month a report will be given to
the manager for items that
need to be re-stocked.
The type and amount of
accessories to be ordered are
•
Employee
Employment
Information Forms
SQL
Database
•
•
•
currently selected by Gemma,
the store manager. An
application will be launched
that automatically tallies the
type and amount of accessories
that are used. (This includes:
Ribbon, Vases, Chocolates,
Stuffed Animals, Cards, Card
Picks, Tissue Paper, Flower
Gel, and Flower Caps) At the
end of the month a report will
be given to the manager for
items that need to be restocked.
Currently the paper
Tax
Information applications are stored in a
filing cabinet. The goal is to
Human
have the application process
Resources
take place online and be stored
(Benefits)
in the SQL database under
Payroll
Successful Interview or
Unsuccessful Interview.
Delivery
Content Management Evaluation
The next step is to manage the content listed above. When you look into managing
content with an ECM system you are putting it in a location where the content can be easily
found for whoever the content is intended for, AIIM, (2019). Doing this allows the items that are
laid out in the above table to be mapped to the supporting business process. If there is no link
then a deficiency has been found and can be corrected. Below is a table that will show the
intended link for the content listed above to the business process listed below.
Content Management Process
Process
Content
Comments
Sales
Sales Database
Currently sales are all captured
on paper receipts that are then
manually entered into an excel
spreadsheet at the end of the
Employment
Human Resources Database
Inventory
Inventory Database
day. Allowing sales to take place
online and creating an
application to order in store will
help map sales directly into a
sales database.
Currently applications are filled
out on paper and turned into
the shop manager. If the
employee is hired the manager
puts that file in a special folder,
if they are not hired they are
put in a different folder with a
note as to why they weren’t
hired. Making the hiring
application only available online
will help send hopeful
applicants to the HR Database.
From there the manager can
choose which folder they end
up in, Hired or not.
Currently the manager counts
the flowers and supplies used at
the end of the sales month and
makes adjustments to the
amount depending on the
holiday coming up. IF there was
an application created that took
the type of arrangement and
supplies/ flowers needed and
updated what the manager
needed to order each month,
this would be a very useful app.
The inventory can then be
stored in the inventory
database.
Content Management Tools/ Storage Evaluation
Choosing the right Content Management Tool is important when it comes to storage of
ECM. When you store something, you want to place it in the appropriate home in your
infrastructure. For example, flower orders need to go in sales, not inventory. Gemma has
conducted research of her own and she feels that Magnolia is the content management tool she
wishes to launch with her new Information Technology Infrastructure. Gemma doesn’t have a lot
of experience with running a website which is what made Magnolia stick out to her. It is a javabased content management system that is targeted specifically for companies that need a website
that can do pretty much anything, Fearn, N. (2019). Magnolia features an integration tool for ecommerce, analytics, marketing automation, social media, CRM and ERP, with a security feature
that separates the websites public and private elements to combat attacks, Fearn, N. (2019).
Content Preservation Evaluation
Content is arguably the most valuable asset a business will have. It will be important to
preserve and protect this content for however long it suits the organization’s needs, AIIM,
(2019). With that said, during this type of evaluation when identifying what content needs to stay
and what can go, the most important content to be preserved should be identified first. Below is a
table of content that has been identified by Gemma for her florist shop that must be preserved
and why it must be protected.
Content
Preservation Method
Comments
Customer Database
There is not current back up
method, everything is on paper.
Inventory Database
There is not current back up
method, everything is on paper.
Human Resources Database
There is not current back up
method, everything is on paper.
When data is entered online an
off-site storage will be used in
case of disaster.
When data is entered online an
off-site storage will be used in
case of disaster.
When data is entered online an
off-site storage will be used in
case of disaster.
Content Delivery Evaluation
This type of evaluation concerns getting the stored content and information into the
appropriate people’s hands when it needs to be there, AIIM, (2019). Currently this is an issue
because everything is on paper or in an excel spreadsheet located at the florist shop. Admin
privileges granted to Gemma and her assistant manger should be granted on the Magnolia ECM
system so that either individual can access the information needed as long as there is an internet
connection around.
ECM Relationship Evaluation
After conducting this evaluation, the major flaws identified are that a current ECM
system is not in place. Everything is stored in a filing cabinet and is on paper. There is no
repository online for the items to be stored. This is a major issue if the florist shop were to catch
fire, Gemma would have nothing to turn back to. There is no security because everything is on
paper as well. With the new website being launched, Gemma’s selection of the Magnolia ECM
system is a wise choice. This will allow offsite storage and because it separates the business site
from the personal uses security is put in place to protect the content.
Information Infrastructure Improvements
The processes that were captured in the Content Infrastructure Evaluation section were
Sales, Employment and Inventory processes. The current system requires all input to be entered
manually. Since Gemma will be expanding online, she will need to refine her manual processes.
Content Management Process Improvement
As mentioned above, when it comes to sales, everything is done manually. The sales are
written down on paper receipts and then transferred to an excel spreadsheet at the end of the day.
Once recorded they make their way to a filing cabinet and stay there. Below is a visual
representation for this process and a list of the strengths and weaknesses of the current set up. A
recommendation for improvement is included in this section as well.
Sales Process
Customer
Sales Person
Paper Order/Receipt Excel Sheet Updated
Filing Cabinet
Strengths: Low cost method of entry, single point of failure if data entered wrong.
Weaknesses: Excel program can crash and not keep the most recently saved file, data can be
entered wrong, any sort of disaster could destroy both the computer and the filing cabinet, and all
customer sales data is lost.
Improvements:
Gemma has opted to use Magnolia, which is a content management system, Fearn, N.
(2019). With this content management system put in place the order that is placed in the store
will automatically be sent to the correct location within Magnolia. This cuts the sales process
time in half, not only for the customer but for Gemma as well. Below is a revised look at what
adding the Magnolia Content Management system would do.
Customer
Sales Person
Magnolia CMS
Employment Process
Applications for employment are filled out on paper and stored in a filing cabinet in
either a hired or denied folder. Unlike with the sales process, the employment process stops right
there. There is no record other than the paper application, the employee is placed on payroll,
which is also part of a manual paper process. Below is a visual representation of the current
process along with Strengths, Weaknesses and a recommendation for improvement.
Applicant
Application
Manager
Filing Cabinet
Strengths: Low cost for retention, easily found, W-2 information is saved with applicants that
are hired. Short hiring process: hired on the spot or denied.
Weaknesses: a store front disaster could destroy the filing cabinet, and all the applicant’s
information is lost. The filing cabinet is not secure which means if a robbery were to take place
the applicants social security number can become compromised. More steps involved.
Improvements: Move the application process online. When Gemma launches her new website
there should be an employment opportunities section. When an applicant fills out an application
online an email will be received, and Gemma can review. The applicant’s information will
automatically be sent to the correct storage location within Magnolias ECM system. Below is a
visual representation for this proposed new process.
Applicant
Apply Online
Application Alert Email Stored in Magnolia
Interview
Inventory Process
Inventory is taken manually by counting what was sold for the day, entering it on an
excel spreadsheet and placing an order to restock at the end of the month. This excel spreadsheet
tally’s what kind and how many flowers are needed to be ordered and is modified for months of
high flower sales; such as Valentine’s Day and Mother’s Day. Below is a visual representation of
how this occurs.
Manager
Inventory
Excel Spreadsheet
Order Inventory
Strengths: Low cost method of entry, single point of failure if data entered wrong.
Weaknesses: No backup if computer were to crash, if a fire or theft occurred the data is not
secured and the order for the next month with be lost.
Improvements: Instead of using an excel spreadsheet to keep track of the items that need to be
ordered daily, enter the content that needs to be ordered in a content section of Magnolia.
Magnolia should be able to print a report at the end of the month that will highlight what needs
to be ordered. Keeping in mind that holidays will need extra orders of flowers. Implementing
something such as this will require validation. Changes to business processes can interrupt a
business if they fail to meet the requirement of the operation, MUSE, (2019). Meaning, if the
process isn’t validated the flower numbers to order can be off and put Gemma’s florist shop in a
rough spot for the month.
Content Management Tools Improvement
To properly establish a method of improvement for the Content Management Tool
selected, a review of the Business Processes should take place first. The reasoning behind this is
because Enterprise Content Management systems will employ many business processes to begin
with; the efficiency and suitability of those business processes will determine the overall health
of the ECM system, MUSE, (2019). Since there is no business process in place initially, the
process for collecting data should be established, MUSE (2019). To begin documenting the new
processes Gemma will need to collect all the data that is related to the project, MUSE, (2019). A
review will take place and identify the content that is related to the process such as forms, reports
and sample data, MUSE, (2019).
Next, as part of the walkthrough of data, a process chart should be created that documents
the outline of this new process. For example, when an applicant goes to the website and applies
for employment, where should the application go? It should be stored in Magnolia’s ECM and an
email sent to the manager letting them know they have a new applicant. This way the data is
stored, the manager is alerted, and a review of the resume can take place. After these methods are
captured validation that the process is working should take place, MUSE, (2019).
Once validated, it will need to be approved, MUSE, (2019). This is a matter of mapping
out everything and showing Gemma what will occur when the new system is put into place,
MUSE, (2019). The last step is to implement the new process that was captured after it has been
approved, MUSE, (2019). For Gemma, this would mean the website is launched and the
Magnolia ECM system is set up. She conducts business as usual and all content is saved and
placed where it should be within the Magnolia ECM System.
Data Governance Evaluation
TBD
Data Governance Improvements
TBD
Implementation Plan
References
AIIM. (2019). What is Enterprise Content Management (ECM)? Retrieved from:
https://www.aiim.org/What-is-ECM#
Atlassian. (2019). The Guide to Enterprise Content Management (ECM). Retrieved from:
https://www.atlassian.com/software/confluence/ecm/guide
Fearn, N. (2019). Best CMS of 2019. Retrieved from: https://www.techradar.com/news/bestcms-of-2018
Innovative Architects. (2019). The Seven Phases of the System-Development Life Cycle.
Retrieved from; https://www.innovativearchitects.com/KnowledgeCenter/basic-ITsystems/system-development-life-cycle.aspx
MUSE. (2019). Business Process Improvement. Retrieved from:
https://class.ctuonline.edu/_layouts/MUSEViewer/Asset.aspx?MID=13819040&aid=138
19041
Ott, M. (1 December 2015). A Ten-Step Plan for an Effective Data Governance Structure.
Retrieved from: http://tdan.com/a-ten-step-plan-for-an-effective-data-governancestructure/19183
Rouse, M. (2019). Data Governance Policy. Retrieved from:
https://searchcompliance.techtarget.com/definition/Data-governance-policy
Data Governance Policies and Procedures
Manual
Week 3: Designing an Enterprise Information
Infrastructure
01/23/2019
Table of Contents
Week 1: Project Outline and Requirements .................................................................................... 3
Organization Description ................................................................................................................ 3
Content and Requirements .......................................................................................................... 4
Content Categories .......................................................................................................................... 5
Unstructured Content .......................................................................................................... 5
Structured Content .............................................................................................................. 5
Data Protection................................................................................................................................ 5
Implementation Life Cycle.......................................................................................................... 6
Phases .............................................................................................................................................. 7
Requirements ...................................................................................................................... 7
Design ................................................................................................................................. 7
Development ....................................................................................................................... 7
Testing................................................................................................................................. 7
Implementation ................................................................................................................... 7
Maintenance ........................................................................................................................ 7
Week 2: Information Infrastructure Evaluation ............................................................................. 8
Evaluation of Content Capture........................................................................................................ 8
Evaluation of Content Management ............................................................................................... 9
Evaluation of Content Storage ........................................................................................................ 9
Evaluation of Content Preservation .............................................................................................. 10
Evaluation of Content Delivery .................................................................................................... 10
Evaluation of ECM Relationship .................................................................................................. 11
Week 3: Information Infrastructure Improvements ...................................................................... 12
Evaluation of Content Capture.......................................................................................................12
Evaluation of Content Management ............................................................................................. 13
Week 4: Data Governance Evaluation TBD ................................................................................. 14
Week 5: Data Governance Improvements TBD ........................................................................... 15
Implementation Plan ..........................................................................................................15
References ..................................................................................................................................... 16
Week 1: Project Outline and Requirements
Organization Description
WeCare24/7 is one of the fastest growing company offering urgent and primary care
services in Northern Virginia. Established in 2007, with 2 locations. Its mantra remains the same:
convenient, accessible and cost-effective medical care. WeCare24/7 continue to adapt to many
innovative operation system and practices.
All medical centers are open 24/7 including weekends and holidays.
Urgent medical needs are unpredictable and may strike at any time. Walk-ins are
welcomed. Prompt attention is given. Calling to schedule an appointment for primary care needs
is preferred. If you want to see a specific provider, we offer online scheduling and or call the
office for assistance. Wait times may vary but rest assured your concerns will be addressed
appropriately.
WeCare24/7 also offers diagnostic services in house such as X-ray and ultrasound, lab
test and an in-house pharmacy that offers commonly prescribed medication. This saves time and
extra trip for patients. With automated scheduling, registration, computerized health information
and the excellent medical staff, the company continues to expand. There are currently 10 centers
in Northern Virginia.
WeCare 24/7 has been serving the community for 12 years. A small company that started
with 20 employees, now has a total of 150 doctors, nurses, aides, managers and administrative
staff and consultants. The physicians and managers work at different office location, and at their
homes through internet-based connection to home office.
Content and Requirements
With the company’s fast paced growth, WeCare 24/7 would be needing highly skilled
organizational planning and data management. The company would need to add consultants to its
growing workforce to manage and secure data.
Resources had been identified and financial allocation has been made for the project.
Goals are as follows:
1) Review current information structure.
2) Evaluate necessary revision and changes that would need to be done.
3) Update the current information infrastructure
4) Develop new policies and procedure that would apply to the growing needs of the
company.
Upon evaluation, it was noted that information security needs to be reinforced. Sharing of
Protected Health Information (PHI) should be have a smoother work flow. Health Insurance
Portability and Accountability Act (HIPAA) and any other personal patient information are all
considered to circumvent breaches.
Data storage work flow will need to be revisited and updated. Documents, forms, email and
other means electronic communication will also need to be sorted according to different levels of
security.
Content Categories
Unstructured Content
They are data that are not stored in a specific format. There is no formal database. This
data includes email, forms given and filled out by patient during office visits, patient narratives,
Electronic medical records (EMR), providers and nurse’s notes, HIPAA privacy forms and
insurance information. This are vital information that would need to be converted into a format
that can be used in the organization, stored and protected.
Structured Content
These are content that has a specific format. They are in database or spreadsheet forms.
They are highly organized that makes searchability seamless and straightforward.
For these projects the following structured content were identified.
•
Human Resources data – includes all pertinent information about every employee.
•
Accounting data - financial information about the company
•
Support data – IT support information
•
Patient Information data – these would include patient demographics e.g. birthday,
address, phone numbers, ethnicity, health insurance plan and coverage.
•
Web – company website.
Data Protection
Encrypting sensitive data and information must be done for protection purposes.
Enforcing strict security most especially patient information but allowing access for patient care
purposes.
Implementation Life Cycle (Week 1)
The success of this project depends on the proper identification and effective
implementation of data. The team have decided that life cycle that would work best for this
project would be waterfall methodology.
Waterfall methodology is a parallel approach software development. It is a more
traditional approach. Just like its namesake, it follows a cascade approach. Goals are set for
every phase and would need to be completed before going into the next phase. Every step needs
to be followed in sequential order. Initial planning and design are agreed upon by the developer
and customer thus development and execution are straightforward. It is an all or nothing
approach, only the ones that are approved will be executed.
Advantages to this methodology is that it allows departmental and managerial control. It
works on a set schedule. This process does not need constant presence of the customer, only for
review, approval and scheduled status meetings.
The most notable disadvantage is that once completed, it cannot be revised/changed
without started from the top. The client only sees the completed project.
This approach is favorable when there is a clear idea of want is to be completed. It is
easier to create budget, timeline and work requirement because of its nature (plan driven).
Phases
Requirements
During this initial phase, all potential requirements will be gathered, assessed and
recorded. Both storage and security requirement will likewise be identified. Consideration of
what needs to be done and how to go about with it will be defined.
Design
Mockup designs will be created for approval. All contributors will be identified, and
tasks will be delegated with specific time lines.
Development
Enterprise Content Management and Data Governance Policies and Procedures Manual
will be created with the assistance of identified representative of each department.
Testing
Draft will be reviewed by chief executive officer (CEO), chief information officer (CIO),
providers, directors to come up with revisions and modification before final manual is made.
Implementation
Final Manual will be developed. Provide user end training to all stakeholders and finally
going into production.
Maintenance
Follow up and changes whenever deemed necessary. Making sure goals are met and
implemented.
Week 2: Information Infrastructure Evaluation
Information infrastructure consists of people, tools, facilities, processes and procedures
that assists in conceptualizing, transporting, storing and using and or even destroying
information. It is important to evaluate the overall system to see which one need to be improved
and how they all work together.
There are five (5) core components of enterprise content management (ECM) that are
followed.
o Capture
o Management
o Storage
o Preservation
o Delivery
Regardless as to a company having a formal infrastructure and software application in
place or not, the above-mentioned core components still follows. The main goal is to strengthen
the existing system.
Evaluation of Content Capture
Content capture is the process of converting an existing data into a format that would be
usable with the enterprise content management (ECM) system. Information brought to the
company comes from many sources and in different formats. It can be a paper document that a
patient brings in from a different provider’s office or electronic format.
There are 3 steps needed to evaluate content capture:
1) List content sources – medical records brought in by patient, electronic or mailed
from another provider’s office, insurance information/coverage, financial data.
2) Evaluate how the content will be used – patient care, accounting, sales, marketing
3) Evaluate method of capture – electronic, mail, contact with patients.
Evaluation of Content Management
How will the captured content be used, what will be the flow? Content management will
answer these questions. A good start is to understand the workflow process of how it will be
used. Flowcharts would be a good documentation tool. In this manner, whatever is lacking can
be identified and can pinpoint what needs to be improved. An additional advantage would be, is
to have the users review the current and planned content and be able to identify what would be
useful and not.
Example: Most if not all content received will be in paper format. These will need to be
converted into a format that can be stored in a database.
Evaluation of Content Storage
This is mainly dealing with where all the contents will be kept. Primarily, it is stored in a
hardware. Evaluation would include what would be the storage size necessary for the current and
future content. Would the company consider an in-house or cloud-based storage? The initial cost
of cloud-based storage would be high, but it would be benefiting the company financially in long
term.
Example of storage map:
Evaluation of Content Preservation
Content preservation is the process wherein contents are archived and kept secured but at
the same time, it can be accessed, referenced or retrieved whenever needed. Identifying content
that needs to be preserved for future use and the current preservation method is essential.
Example: An in-house storage for identified frequently used information in house and
offsite storage such as the cloud for backups for critical system.
Evaluation of Content Delivery
Content delivery or content distribution network is described as the process of
transporting information to the end users. During the evaluation process it is important to note
the outcome of components. These would provide the team with concepts of what would be the
best delivery method. Retrieval method would be based on how the contents would be used.
Evaluation of Enterprise Content Management (ECM) Relationship
The relationship of the five (5) components of ECM are interdependent to each other.
The results gathered from the evaluation process are important contributions for the planning
stages of ECM implementation.
An extensive security measure would need to be taken into consideration with update
ECM system. Restriction must be in place. Proper approvals must be made before any changes in
any of the contents. Regulation regarding HIPAA and PHI will always be reiterated and
followed.
Week 3: Information Infrastructure Improvements
This section investigates the existing content management. Analyzes what needs to be
improved and will provide the framework for the creation of a new and improved enterprise
content management system for the company. The upgrade will be comprised of data
management tools and processes.
Content Management Process Improvement
Content management is a collaborative process. The goals differ depending on the
operation of the organization.
This part of the study will describe the content infrastructure defined and will categorize
the different areas that would need improvement.
At tabulated diagrams is included to demonstrate the current and improved processes.
Table 1
Unstructured Content
Patient history and EMR
Storage
Insurance information
Current
Coming from different places
and format
In house data storage
Scanned to chart
Improvement
Sorted, formatted and stored in
an encrypted database
Cloud data storage option
Provide custom form filled
application that will be stored
on My-SQL database.
Current
Customized application
database
Customized application
database
Customized application
database
Customized application
database
Improvement
To enhance security features
Table 2
Structured Content
Human Resource
Accounting / Financial
Web
Support data
To enhance security features
To enhance security features
To enhance security features
Data information received from patient and other providers will be organized in a way
that would be easy to deploy and review. These PHI will be HIPAA compliant and shall be used
according to the organization procedures and policies.
Once data are entered, it will stay in a database and will have a unique identification thus
allowing easy retrieval and will reduce duplication of information due to the advance filtering
capabilities include in the new and improved data base.
Content Management Tools Improvement
This part of the study will review the content infrastructure, conduct an internal survey
(among end-users) to identify strengths, weaknesses and areas that will need more
improvements.
The work flow, with the updates done provides a smoother work flow and provides an
improvement and quicker delivery of services available.
IT team provides scalable solutions for the growing needs of WeCare 24/7 to meet
expectations among patient, providers and staff. All of these without compromising information
security.
Week 4: Data Governance Evaluation (TBD)
Week 5: Data Governance Improvements (TBD)
Implementation Plan
References
Colorado Technical University. (2019). Evaluation of ECM System. My Unique Student
Experience. Retrieved from
https://class.ctuonline.edu/_layouts/MUSEViewer/Asset.aspx?MID=13819018&aid=13819019
Rouse, Margaret. (2019). TechTarget. Enterprise Content Management (ECM). Retrieved from
https://searchcontentmanagement.techtarget.com/definition/enterprise-content-managementECM
Martin, Eric (February 20,2018). How to Pick the Best CMS for Your Healthcare Organization.
Retrieved from https://www.influencehealth.com/blog/how-to-pick-the-best-cms-for-yourhealthcare-organization
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