Goodbye forgotten email attachments: here comes D10
The D10 case management system, which will be introduced in late autumn, will make work easier and speed up processes.
Do you know the feeling when a digital system gets constantly bogged down? When the files are missing and you don't even know where to look for them. Many of Kuopio's city staff shared these feelings when the old case management system began to lag behind.
- The system was found to be awkward and complicated to use, summarizes data management planner Tuija Heikkinen from the City of Kuopio.
However, the day of joy will soon come, as the city’s new electronic case management system will be introduced in the fall. Innofactor's Dynasty 10 programme, the D10 among those who know it, is part of a familiar product family, but with a more modern look and a clearer user interface.
- Based on the experience of test users, the system is much easier to use than before and many of the challenging things have been left out, says application expert Anu Leinonen, who also is the main user of the D10.
Administrative Director Heikki Vienola is also looking forward to the new system. He also has quite a lot of expectations for the D10, as the previous system has been in use since 2013.
- At the same time, the new system brings with it new functionalities and features. I find the D10 easier to use and more user-friendly, Vienola says.
Keys for the entire lifecycle of data management
In a city the size of Kuopio, one cannot manage with Excel and notepad alone. It is therefore essential that decision-makers, officials, administrative secretaries and registrars have a proper case management system in place.
- The system can be used to manage matters directed to the city, such as incoming and pending documents. Once the documents have been properly entered into the system, the process can also be monitored through it. In due course, most matters end up in decision-making and from there into an electronic archive. The system allows us to take over the entire information lifecycle, Vienola illustrates.
It is important that everyone enters their own matters into the system so that the flow of information remains as uninterrupted as possible. If you forward content via email or other means, it is always possible that something will be missing or the system will not include the latest version.
- It will speed up and streamline processes when a person familiar with the matter at hand enters their own information. Although one may need help with the technical side in the beginning, in the end, the data is entered into the system in exactly the same way as in normal Word, says Vienola.
According to Leinonen, the goal is to make everyone's work easier and reduce unnecessary e-mail traffic. When everyone knows the app like the back of their hand, the information will be in the right place at the right time. Support staff will be better able to support authorities, and authorities will not need administrative staff to search for a previous decision, for example.
- The processes will become more secure and, for example, all previous information on the subject can also be found to support the decision-making, Leinonen says.
Deployment takes place in stages
As the system is used by a diverse group of city employees, deployment is done in a controlled manner and in stages. The Human-Centered Digital Municipality (IDK) project has helped by exploring hopes and perceptions of deployment and has helped the project team consider different ways to help people get the new system up and running.
- Based on the interviews, we conducted a survey of what kind of obstacles, prejudices and aspirations the users may have. This is how we received data even before we started planning trainings and instructions, Heikkinen says.
In addition to administrators, end users are supported by several people familiar with the system who can help in the event of a problem. According to Leinonen, the operating model aims to find skilled people in each of the four service areas.
- In addition to the four administrators, a support team is needed that is as close as possible to the end-users' own units. We wish that help can be found nearby and the threshold to ask is as low as possible. No one is left alone, Leinonen says.
Familiarisation with the system will begin in the autumn and the entire D10 is scheduled to be operational in November 2022. Prior to the familiarisation, the trainings are planned by theme so that each user group receives the most necessary instructions for their own job description and role. To support the familiarisation, various communications are implemented on the city's internal social media channels and intranet.
- It is worthwhile to switch to the new system with courage and an open mind. It is much more modern and offers a lot of new functionalities and opportunities for your own work. The system also makes it easier for all of us to work, encourages Vienola.
Easier and faster transaction services
The introduction of the new case management system will push the entire City of Kuopio towards modern cloud services.
For local residents, the change in the transaction system is most concretely seen through electronic transaction services. The transaction service provides a variety of forms and applications that one can fill in directly online, thus eliminating the need to manually print, complete, and scan documents.
- The transaction service is based on strong authentication. There, one can also monitor the progress of one’s case in real time and see immediately whether a decision has yet been made or if the case still being processed, Leinonen explains.
Heikkinen thinks that for the local resident, the case management service is also reflected in the quickening of transactions and processes, as all information is available faster. In addition to the electronic transaction service, the D10 system will also have other integrations, such as an electronic archive.
- At some point, local residents could also retrieve information without a separate request for documents. Of course, the regulations concerning the publicity and confidentiality of information must be taken into consideration here. More straightforward sharing of information makes it easier to do research, for example, Heikkinen ponders.
Teksti Oodia/Heta Jyrälä
The Human-Centred Digital Municipality (IDK) project (1.1.2020-31.12.2022) is funded by the European Social Fund, the ELY Centre for South Savo, the City of Kuopio, and the Savonia University of Applied Sciences.