IT Governance Business Case Public Records Collection and Dissemination Public Affairs
Background Requests for public records have increased substantially over the past couple of years, including the types of content is being requested. As more records are being created, fulfilling those requests in a timely manner as required by law, as well as tracking them, is becoming more difficult.
Current State •
To make a public request, the preferred method is for residents is to submit a request on the Public Records request page on the City of Durham’s website.
•
Public Affairs in conjunction with other departments have various methods for receiving, managing and responding to requests for public records which is a decentralized approach.
•
Requests are made for different types of records that span various departments. This makes it difficult to collectively coordinate a response.
Current Pain Points • Retrieval process of email and text messaging is very inefficient and inadequate. • There is a manual and time-consuming process to make documents uneditable • There is a manual and time-consuming process to redact documentation and emails • The public records request process is too centralized, which creates bottlenecks when there are multiple requests • Residents have a difficulty determining which department to contact for the records they are seeking
Current Pain Points (cont.) •
Departments have different methods for receiving, managing and responding to requests for public records. With no enterprise tool, it is laborious and difficult to coordinate a response
•
The current process in Accela is cumbersome
•
Many times the response to residents is sent via email due to the fact that a number of residents have difficulty opening up attachments in Accela
•
No true end-to-end workflow capability
•
Text message retrieval process for the City Manager is currently very cumbersome
Desired Business Value City of Durham’s Strategic Plan Goal: Innovative & High Performing Organization •
Streamline the existing records request process by adopting a collaborative end-to-end records management tool, which increases efficiencies across the enterprise.
•
Improve overall compliance value at the city by retrieving and redacting files more effectively, accurately, and securely.
•
Increase efficiency and responsiveness to requests and provide better customer satisfaction.
Future State Benefits • Records Portal: End to end solution that features a specialized online portal for accepting, managing, and responding to record requests for all types of media • An all-in-one platform with robust features like retrieval, redaction, workflows, and reminders • Easy to use text messaging retrieval process • Robust reporting & analytic capabilities • Enhanced retrieval and redaction capabilities with a powerful search function • Ability to collaborate cross-departmentally to streamline requests so that no request goes unanswered
Recommended Solution and Analysis
Recommended Solution: NextRequest and Smarsh Description
A cloud-based communications retrieval and records management platform that includes all types of content including text messaging
Pros
• • • • •
All in one platform with robust features retrieval, redaction, and workflows Increased efficiencies and responsiveness to requests User friendly text messaging retrieval process Increased ability to streamline requests cross departmentally Capture text messages for up to 25 devices
•
There will be some minor business disruption to the organization until users are proficient using the new tools as with any system
Cons
Real examples https://www.smarsh.com/solutions/business-need/public-recordsmanagement
COST ESTIMATES Description
FUNDING Annual Run Costs (Hours)/ KTLO
Year 1 Costs (Hours)
Departmental Funding Amount:
$0
Labor $ (Hours) Internal TS:
75 hours
5 hours
Business Analysis
10 hours
0 hours
TS Services
15 hours
5 hours
Project One Time Costs
$17,200
TS PMO
50 hours
0 hours
Project Run Cost (External)
$13,950
40 hours
40 hours
*Total Project Funding Requested for Year 1
$17,200
$3250
$0
*Recurring Costs
$13,950
$500
$0
$2,750
$0
$0
$0
$3,950 $10,000
$3,950 $10,000
$0
$0
Internal Department: Public Affairs and all other departments External:
Professional Services (Smarsh) Professional Services (Next Request)
Funding Requested (Y/N):
Non-Labor $ Hardware: Software: Smarsh Software: NextRequest Other:
*Total Project Funding Requested (External), includes External Year 1 Run Costs and Non-Labor
Y
Risk Identification Description of Risk
Risk Impact
Mitigated (Y/N)
Contingency(Y/N)
Poor execution
High
Yes
No
Project team turnover
High
No
No
Vendor performance
Low
No
Yes
Cyber Security
Low
No
No
Mitigation Risk (Costs) •
No cost
Contingency Risk (Costs) •
No cost
Our Ask
We are asking to approve the business case for the Public Records Collection and Dissemination for submission to the City Manager for approval and funding through the BMS department.