Amplexor seminar EMC Documentum - euroscript College Bescherming Persoonsgegevens case by Karlijn Oosterbaan en Marco van Schaijk

1. EMC D2, a case study: Dutch Data Protection Authority
24 April 2014
Marco van Schaijk Karlijn Oosterbaan
marco.vanschaijk@euroscriptdelt.nl karlijn.oosterbaan@euroscriptdelt.nl

2.  What is D2?
 Project Data Protection Authority (CBP in Dutch),
The Hague, Netherlands
– Introduction
– Project approach
– Demonstration
Agenda
© euroscript | euroscript Delt Netherland | slide 2

3. © euroscript | euroscript Delt Netherland | slide 3
© Copyright 2011 EMC Corporation. All rights reserved. 3
THE TRADITIONAL CONTENT
Application
USER
EXPERIENCE
CONSISTENCY
EFFORT TO
MAINTAIN
CONFIGURATION
TRADITIONAL
DEVELOPMENT
THE IDEAL CONTENT

4. © euroscript | euroscript Delt Netherland | slide 4
D2 D2-Config
A flexible, modern,
widget-based, browser agnostic portal
provided to the end-users to manage content
A web application
provided to the IT department to dynamically
configure all the content management rules

5. © euroscript | euroscript Delt Netherland | slide 5
Contexts / Situations
Functional Parts of the
application
(The “tools”) Wooden
fence
Ikea
cupboard
Computer
Firewood
Hammer
Screw driver:
x (large)
x (small)
- (large)
- (small)
Saw

6. © euroscript | euroscript Delt Netherland | slide 6
College Bescherming Persoonsgegevens (CBP)
(=Data Protection Authority) in the Netherlands has the same public role as
Commissie voor de bescherming van de persoonlijke levenssfeer
(CBPL) in Belgium
Situation:
– Documentum WebTop with many customization
– Outdated system (support is ending)
– Users avoid the system when possible
▪ Bureaucratic system (too many mandatory fields)
▪ Rigid, star workflow
▪ System is not in line with daily processes
▪ Entering data is time consuming, with too little in return
▪ Many unused fields
▪ Only used for the mandatory main process
– Process exceptions only via support department
Reuse of licenses and environment

7. Approach
DCTM core
D2
Configuration
Voorbereiding Implementatie
1. Kick-off meeting
2. Preparation
– Requirements workshop (2 days)
– Approach Plan „Installation Documentum Core/Configuration D2‟
3. Installation Documentum Core
4. Configuration D2
– Configuration workshops (3 days)
– Test preparation
– Migration preparation
5. Implementation
– Test
– Migration
– Training & deployment
– Support
– Dismantling old environment
– Project evaluation
© euroscript | euroscript Delt Netherland | slide 7

8.  Agenda of the day
– 2 hours in the morning, 2 hours in the afternoon
– Meanwhile time to think/process/lookup/configure
 2 weeks in between workshops to configure next version
 Discussions based on live demo environment (not on paper)
 Business Experts are assisted by the euroscript team to
implement the system according to their wishes
Workshops
© euroscript | euroscript Delt Netherland | slide 8

9. FastTrack workshop roles
Project/Workshop Leader
Business Consultant Business Expert (CBP)
Technical Expert
Requirements
Visualization of possibilities
Try and extend
functional
possibilities
Requestfunctionalities
Deliverfunctionalities
Develop
Functionalities
Explain
Translate into functionalities
Scope&Timekeeping
Scope & Timekeeping
• Facilitate
• Make minutes
• Timekeeping
• Scope keeping
• Express
requirements
• Explain business
process & needs
• Implement
functionality
• Clarify
implementation
complexity and
(in)possibilities
• Challenge
Business Expert on
requirements
• Challenge
Technical
Consultant on
possibilities
5-10x per workshop
© euroscript | euroscript Delt Netherland | slide 9

10. Summary FastTrack approach
Require-
ments
analysis
Configure Test Deploy SupportWorkshops
Require-
ments
analysis
Functional
Design
Technical
Design
Development Test Deploy Support
TraditionalFast-track
months
Business expert End user
© euroscript | euroscript Delt Netherland | slide 10

11. Lessons learned CBP project
© euroscript | euroscript Delt Netherland | slide 11
 FastTrack is the correct approach (Total project 4 months)
 Mandate…, but it needs to be used
 Deliver homework in time
 Project also results in a reflection of the level of standardization,
documentation and knowledge of the business processes
 Stable requirements
 Workflow is often not a user-friendly solution. A clear status overview is
preferred
 Define a clear Scope. When too big, split the project.
 User documentation should integrate Application Knowledge and Process
Knowledge
 Migration instead of upgrade
 Personal Workload Dashboard is important when not using workflows
 Code with the approval of the project Steering Committee

12. Main Process CBP
 Signal is send to CBP
 Administration department or Telephonic Helpdesk creates the case
 Department manager assigns the task to Case Handler
 Case Handler processes the case
 Case is signed and archived
 Optional steps in the process (Structured Flexibility)
 Before the Case Handler can end case processing (Behandelen), the system
verifies if this allowed
Start
Aanmaken
dossier
Toedelen Behandelen Sluiten
Correspon-
dentie
College
Overleg
Advies
Start
gerela-
teerd
dossier
Start
gerela-
teerd
dossier
Ondertekenen
Archiveren
Toedelen Behandelen SluitenToedelen Behandelen Sluiten ArchiverenAanmaken
© euroscript | euroscript Delt Netherland | slide 12

13. Structured Flexibility
Factors:
– Number of cases a year;
– Number of involved employees;
– Education level of the employees;
– Pressure on the department;
– Process complexity and number of process
steps;
– Speed and complexity of changes in rules/law;
– Organizational reasons;
– Political reasons;
– Time;
– Budget.
 Because of the high Education- and Knowledge level of the team and the required flexibility of
the business process, the method was chosen to leave most case-decisions to the employee.
Start
Aanmaken
dossier
Toedelen Behandelen Sluiten
Correspon-
dentie
College
Overleg
Advies
Start
gerela-
teerd
dossier
Start
gerela-
teerd
dossier
Ondertekenen
Archiveren

14. Case types CBP
© euroscript | euroscript Delt Netherland | slide 14
 22 Main Groups
 59 Case Types
 4 optional processses
 Handling times &
Retention periods
 4 handling departments
(+ supporting departments)
Nr. Hoofdindeling Code Omschrijving beh vern College Advies Corresp Ondert FO Priv. Publ. JZ
1 Wetgevingsadviezen A2 Wetgevingsadvies BO 6 29    
A3 Wetgevingsadvies Sterzaak 6 29      
A4 Wetgevingsadvies Project 52     
Av3 Volgdossier Wetgeving 52     
2 Gedragscodes G3 Toetsing gedragscode Sterzaak 13 30      
G4 Toetsing gedragscode Project 52      
3 Reglementen H1 Toets reglement Wpolr FO 3   
H2 Toets reglement Wpolr BO 3    
H3 Toets- en ontw. Modelregl. Wpolr Sterzaak 3       
4 Voorafgaand onderzoek VO1 Voorafgaand onderzoek FO 17   
VO2 Voorafgaand onderzoek BO 17 39    
VO3 Voorafgaand onderzoek Sterzaak 17 39      
5 Voorlichtingsverzoeken V1 Voorlichting FO 9 42   
V2 Voorlichting BO 9 42    
V3 Voorlichting Sterzaak 9 42      
V4 Voorlichting Project 52      
Vi2 Advies op initiatief CBP 9 42    
Vi3 Advies op initiatief CBP 9 42      
VP2 Interviews, presentaties en artikelen BO 26 42    
VP3 Interviews, presentaties en artikelen Sterzaak 9 42      
6 Bijzondere gegevens BG2 Ontheffing bijzondere gegevens BO 4     
BG3 Ontheffing bijzondere gegevens Sterzaak 4 44      
7 Doorgifte derde landen DO2 Doorgifte (vergunning) derde landen BO 4   
DO3 Doorgifte (vergunning) derde landen Sterzaak 4 47       
8 Internationale zaken I1 Bijstand zusterorganisatie FO 9 46   
I2 Bijstand zusterorganisatie BO 9 46    
I3 Bijstand zusterorganisatie Sterzaak 9 46      
9 Bemiddeling B1 Bemiddeling FO 14 48   
B2 Bemiddeling BO 14 48    
B3 Bemiddeling Sterzaak 14 48      
R3 Advies Rechterlijke macht Sterzaak 26    
10 Klachtenbehandeling K1 Klachtenbehandeling FO 16 48   
K2 Klachtenbehandeling BO 16 48    
K3 Klachtenbehandeling Sterzaak 16 48      
K4 Klachtenbehandeling Project 52      
11 Ambsthalve onderzoeken O2 Ambtshalve onderzoek BO 16 40    
O3 Ambtshalve onderzoek Sterzaak 16 40       
O4 Ambtshalve onderzoek Project 52       
UR Repressief feiten vaststellend onderzoek FO 52 40   
12 Handhaven/interventie BB3 Bestuurlijke boete Sterzaak 26 53     
BD3 Bestuursdwang Sterzaak 26 52     
LD3 Last onder dwangsom Sterzaak 26 52     
13 Bezwaar en beroep BZ3 Bezwaarschrift Sterzaak 10     
BR3 Beroepsschrift Sterzaak 52 55     
14 WOB-verzoeken W0 Wob-verzoeken Bestandsbeheer 2   
W1 Wob-verzoeken FO 2 43   
W2 Wob-verzoeken BO 2 43    
W3 Wob-verzoeken Sterzaak 2 43      
15 Klachten over CBP IK3 Interne klachtenprocedure 10 54     
17 Incasso IN2 Incasso bestuurlijke boete/dwangsom BO 12   
IN3 Incasso bestuurlijke boete/dwangsom Sterzaak 12 55     
18 Overig X1 Kennisnemen FO 1 42   
X2 Kennisnemen BO 1 42    
19 Meldingen M0 Meldingen Bestandsbeheer 10 54   
20 Zienswijze VO3 Verzoek om zienswijze Sterzaak 12     
21 Richtsnoer RS2 Richtsnoer BO 12 55   
RS3 Richtsnoer Sterzaak 1 42      
22 Frontoffice signalen SE1 FO signalen email 1 42   
ST1 FO signalen telefoon 1 42   
Zaaksoort Termijn Subprocessen Afdeling
Nr. Hoofdindeling Code Omschrijving beh vern College Advies Corresp Ondert FO Priv. Publ. JZ
1 Wetgevingsadviezen A2 Wetgevingsadvies BO 6 29    
A3 Wetgevingsadvies Sterzaak 6 29      
A4 Wetgevingsadvies Project 52     
Av3 Volgdossier Wetgeving 52     
2 Gedragscodes G3 Toetsing gedragscode Sterzaak 13 30      
G4 Toetsing gedragscode Project 52      
3 Reglementen H1 Toets reglement Wpolr FO 3   
H2 Toets reglement Wpolr BO 3    
H3 Toets- en ontw. Modelregl. Wpolr Sterzaak 3       
4 Voorafgaand onderzoek VO1 Voorafgaand onderzoek FO 17   
VO2 Voorafgaand onderzoek BO 17 39    
VO3 Voorafgaand onderzoek Sterzaak 17 39      
5 Voorlichtingsverzoeken V1 Voorlichting FO 9 42   
V2 Voorlichting BO 9 42    
Zaaksoort Termijn Subprocessen Afdeling
Nr Department
..1 Frontoffice
..2 Backoffice (3 departments)
..3 “Sterzaak” (Board)
..4 Project

15. Example process: Telephonic Helpdesk Form
 Customer calls CBP
 Helpdesk employee registers case
 Helpdesk employee is automatically Case Handler (No assignment)
 Case can directly be closed or goes to “In Process” (Behandelen)
 It is possible to request Advice from other departments
© euroscript | euroscript Delt Netherland | slide 15

16. Example Process: Self-Initiated Investigation (Ambtshalve onderzoek)
 Start case
 Administration creates the case in the system
 Department manager assigns the case
 Correspondence (e.g. letters, case-approach-plan, findings, decisions)
 Request advice
 College meeting (Central decision making authority)
 Approval from Department Head & Meeting Member
© euroscript | euroscript Delt Netherland | slide 16

17. Contexts / Situaties
Onderdelen van de
applicatie Tel.HelpdeskCase
Selfinitiated
investigation
Advicetothe
minister
Complaint
Codeofconduct
Fine
…(59types)
Menu options
Advice
Central Meeting
Workflow options
Start Assigning
Start Processing
Start Closuring
Sign the case
Available templates
Case Approach plan
Letter of Receipt
Formal Decision
Configuration Architecture
© euroscript | euroscript Delt Netherland | slide 17

18. Demo Self Initiated investigation
(=Ambtshalve Onderzoek)

19. Thank you for your attention
Marco van Schaijk Karlijn Oosterbaan
marco.vanschaijk@euroscriptdelt.nl karlijn.oosterbaan@euroscriptdelt.nl