Challenge
Yoku Solutions was contracted by a newly established government agency to design, implement and support a comprehensive Records Management as a Service (RMaaS) solution. The client required a cloud-based electronic Document and Records Management System (eDRMS) that could integrate seamlessly with Microsoft technologies, streamline business processes, ensure compliance with legislative standards and maintain a high level of security.
The solution needed to meet the following key requirements:
- Cloud-based eDRMS
- Integration with Microsoft Office 365
- High redundancy
- Compatibility with Windows 10
- Mobility support
- Streamlined business processes
- High security standards
- Hybrid recordkeeping (physical and electronic records)
- Compliance with relevant legislation and recordkeeping standards
- A simple and user-friendly interface
- Training solutions and change management
- Ongoing document and records management support
Time Frame: 3 months for initial solution stand-up and support desk
Solution
After a thorough assessment of the client’s needs, Yoku Solutions selected Micro Focus Content Manager as the eDRMS for the solution. This software is compatible with Office 365 and Windows 10 and offers out-of-the-box integration with Microsoft tools such as Word, Excel, PowerPoint, Project and Outlook. Content Manager also provides a SharePoint add-in connector and supports both physical and electronic recordkeeping, making it ideal for the hybrid recordkeeping requirements.
Cloud Hosting and Security:
Yoku Solutions set up Content Manager in the client’s private Azure cloud, with both Test/Training and Production environments. The live site was deployed within the Sydney Azure datacenter with high availability and automatic failover to Melbourne. Data replication between the two datacenters was established, and daily backup services were implemented using Azure Recovery Services and SQL Server backups.
The solution’s security was enhanced with the following protocols:
- Network user login and single sign-on
- Role-based and group-based security
- Information security classification
- Multi-factor authentication for mobile users
- Access controls and security caveats
Additionally, the solution was designed to comply with international standards, including ISO 27001 and ISO 15489-1:2001, and aligned with Queensland Government recordkeeping legislation and standards.
Mobility and Remote Access:
To support mobility, Yoku Solutions provided multiple access options for remote users, including:
- Direct Access for Windows 10
- Remote Desktop for non-agency devices
- Web client access for mobile phones and iPads
Business Process Streamlining:
A key requirement for the client was to streamline their business processes. Yoku Solutions utilised Content Manager’s out-of-the-box workflow functionality to automate numerous approval processes, including:
- CEO, Government and General Manager Briefs
- Procurement and Purchase Requisitions
- Travel and HR Appointments
- Project Approvals and New Starter Approvals
Weekly and monthly reports were developed to track workflows and ensure approvals were completed on time. Additionally, Business Intelligence (BI) reports were created to provide dashboard-style reports with easy-to-filter data, offering the client deeper insights into their workflows.
Training and Change Management:
To ensure a smooth transition, Yoku Solutions developed a comprehensive training program, which included:
- Classroom courses for Power Users and End Users
- PDF and video “How to” guides
- End user manuals and ad-hoc training as needed
A Change Management Program was also implemented to support the client’s staff through the transition. This program included:
- A Change Management Plan
- Power User network and workshops for business requirements
- Rolling go-live program with support
- Accessible help desk for ongoing assistance
Ongoing Support and As a Service:
Yoku Solutions continues to provide RMaaS to the client, ensuring that the system remains operational, secure, and fully supported. The services provided include:
- System administration and configuration
- Helpdesk support and troubleshooting
- System backups, patching and upgrades
- Management of records management policy and procedures
- Information Management and Recordkeeping program oversight
- Workflow template design and management
- Creation of new reports and additional training
Outcome & Impact
Through Yoku Solutions’ expert implementation, the government agency now has a fully functional and secure RMaaS solution that meets its recordkeeping requirements while ensuring compliance with industry standards and legislation.
Key outcomes include:
- Seamless integration with Microsoft Office 365 and Windows 10
- High redundancy and availability through Azure cloud hosting
- Streamlined business processes with automated workflows
- Enhanced security and mobile access for users
- Compliance with ISO and government standards
- Ongoing support and management, ensuring the solution’s longevity and effectiveness
Yoku Solutions successfully delivered the solution within the 3-month time frame, providing the client with a comprehensive, easy-to-use system that supports their recordkeeping needs, promotes efficiency, and ensures security and compliance.
