SUCCESS STORY
Department of Human Services
Industry• Government

Solutions• OpenText™ Intelligent Capture• OpenText™ Documentum™ xCP• ImageTrust™ from Image Access Corp.

Partner support

Department of Human Services breaks
down information silos to improve quality oflife for individuals and families

DHS uses solutions from OpenText and Image Access Corp.
to enhance care and support for state residents• Image Access Corp.

Results
Reduced project
implementation
time by 50%
Offered rapid returnon investment
Decreased document
processing time

“The extremely easy to understand interfaceof ImageTrust allows users to capture alltypes of documents, process and manage all
scanned documents with OpenText Intelligent
Capture and Documentum xCP, andtightly integrates with all line-of-businesssystems, making ImageTrust and OpenText
technologies the natural choices whenselecting a capture and document processing
solution that could be leveraged across all
DHS programs.”
IT Director

Department of Human Services

Department of Human Services breaks down information silos to improve quality of life for individuals and families

A state’s Department of Human Services’ (DHS) mission is toimprove the quality of life for individuals and families. The stateagency promotes opportunities for independence throughservices and support, while demonstrating accountability for
taxpayer resources.

Breaking down information silos
Each county throughout the state used a myriad of capture andimaging systems, making capturing and managing documents achallenge. Inconsistent document capture rules and definitions,compounded by data silos that had evolved over the years acrossthe seven Dept. of Human Services’ programs caused much inefficient
sharing of information, responsiveness to citizen needs and difficulty
controlling costs.
The state assessed the process inefficiencies when considering
implementing a common capture platform. Some impediments
identified include:• Massive amounts of documents in various formats.
Applications and requests for services, with accompanying
supporting documents, arrived every day in the formof paper, fax and email with attachments.
• Previously supplied citizen supporting documentation,e.g., a driver’s license or proof of employment, was notaccessible when processing requests for other services.
• Citizen information living in discrete data silos and managed withinconsistent methodologies. Caseworkers would have to accesssystems independently, require assistance from local resources, andoften recreate or request previously provided information, frequently
with incorrect or incomplete information supplied, causing delays.

These inefficiencies had the potential to put citizens, includingchildren, at risk of not having access to vital resources andservices—such as meals and child support.
The state embarked on an initiative to identify a common capture
and information management platform, with tight integrations toline-of-business systems and applications that the DHS could
leverage across all programs and counties. To do so, the statebrought in one of the largest management consultancies, with
global experience and knowledge.
After a rigorous process to determine requirements, document
types, program validation rules, as well as assessing potential
projects and variables on the horizon, the DHS made its decision.
It selected ImageTrust™, Image Access Corporation’s web-based
capture solution, integrated with OpenText™ Intelligent Capture foradvanced document capture and OpenText™ Documentum™ xCP for
information and document management.
ImageTrust, a solution for both distributed and centralized capture,enabled the DHS to transform its capture infrastructure and extend
web-based capture wherever necessary. Image Access software
provided high security and a thick client user experience for
performance and capabilities.
Intelligent Capture easily and tightly integrated with ImageTrust
to offer advanced capture services. Workflows send documents
for indexing if needed, otherwise they are sent directly to theappropriate case management workflow. Web services calls
also utilize Intelligent Capture to recognize and extract required
information from documents.

Creating anddeploying
new capturejobs basedon programchanges, newprojects or
new document
types is up to
50 percent
faster thanmost traditional
capture solutions.

Department of Human Services breaks down information silos to improve quality of life for individuals and families

Documentum xCP is a flexible platform for automating complex,
information-intensive and repetitive exception-based processes,
yet allows for human insight. Information from multiple systems andsources ensures that tasks and case management assignments aredelegated or escalated to the appropriate individual.

deliver services to its citizens. Around 400,000 pages a day arescanned with ImageTrust, and approximately 300 million pages are
currently stored in Documentum xCP. The scanning solution supports
more than 6,000 government workers.

Since capture is common across all programs and integrated
with a common workflow platform, reviewing and processing new
applications and requests for services is much more efficient and lesstime consuming.

The IT director for the Department of Human Services is thrilledwith the results. “The extremely easy to understand interfaceof ImageTrust allows users to capture all types of documents,
process and manage all scanned documents with Intelligent
Capture and Documentum xCP, and tightly integrates with allline-of-business systems, making ImageTrust and OpenText
technologies the natural choices when selecting a capture anddocument processing solution that could be leveraged across all
DHS programs.”

Reduced errors

About Image Access Corp.

The integrated solutions are easy to use and resulted in fewer errors
and quality issues downstream in the application process.

Image Access Corporation is a provider of business solutions
for Capture, Workflow and Content Management. Image Accesshas simplified complex business processes for Fortune 500 firms
in the financial, manufacturing, government and legal sectors—
as well as many others. Image Access Corp. is recognized asa top-tier reseller by industry leaders, including OpenText. For
more information about Image Access Corp and ImageTrust, visit:
ImageAccessCorp.com

The solutions have yielded considerable results and efficiencies at theDepartment of Human Services, including:

Increased responsivenessEnabled faster implementations
Creating and deploying new capture jobs based on program changes,
new projects or new document types is up to 50 percent faster thanmost traditional capture solutions.

Improved efficiencies, services and support
The enterprise imaging solution enabled the Department of Human
Services to be more operationally efficient, secure and cost effective
in dealing with the massive amounts of documentation required toAbout OpenText
OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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