Washington State Human Rights Commission - Project ...
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Washington State Human Rights Commission
Feasibility Study for Case Management Database (CMDb) Modernization
Deliverable 1: Requirements
Date: 04/01/20
Revision Level: 1.1
Author: Mike Davis
State Board for Community and Technical Colleges, Technology Solution Group
Phone: 360-556-2423Revision History
Revision Level Date Description Change Summary
1.0 03/25/20 Initial Submission
1.1 04/01/20 Updates received by 03/31/20
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 2 of 11Table of Contents Revision History ................................................................................................................................................ 2 Table of Contents ............................................................................................................................................. 3 1 Purpose .................................................................................................................................................... 4 2 Users......................................................................................................................................................... 4 3 Solution Requirements ............................................................................................................................. 5 4 Systems Integrator Scope of Work ........................................................................................................... 9 5 Glossary .................................................................................................................................................. 11 Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 3 of 11
1 Purpose
This deliverable establishes the Washington State Human Rights Commission (HUM) requirements for a
modernized Case Management Database (CMDb) solution to replace the existing legacy CMDb. These
requirements will enable HUM to determine if potential solutions meet agency requirements and allow for
potential solutions to be compared.
This Deliverable will not provide the needed details for solution implementation. Requirements elaborated to
the level needed for implementation would include:
• Comprehensive Visio workflows for each case type which describe each unique role involved.
o Decision points are reflected and the resulting flows from decision outcomes.
o Narrative description of the flows.
▪ The logic and rules of case processing are documented.
o Data descriptions are provided.
• Data Migration requires documentation of existing source data, the new schema or target, mapping
from the source to target and clarifying the transformations required.
2 Users
The selected solution must provide access to the following numbers of Users and Types.
Average Maximum # Maximum #
User Types # Monthly Users Monthly Users Annual Users
Internal Users 31 31 31
External Users 600 1,200 7,000
Administrators 3 3 3
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 4 of 113 Solution Requirements
The selected solution should meet the following requirements.
3.1 MOBILE CAPABILITY
3.1.1 Ability for internal and external users to use mobile devices to perform the same functions as users
who are a desktop client and browser.
3.1.2 Compatible with standard web browsers.
3.2 HUM ADMINISTRATOR
3.2.1 Ability to create, add and remove users from solution.
3.2.2 Ability to configure groups and roles.
3.2.3 Ability to add and remove users from groups and roles.
3.2.4 Ability to view current and past user activity.
3.2.5 Ability to see licensing and billing data history.
3.2.6 Ability to see uptime and response time history.
3.3 SECURITY
3.3.1 Integration with Active Directory
3.3.1.1 Solution allows for Employees to be loaded into and activated in the Cloud Solution from Active
Directory by the Administrator role.
3.3.1.2 Solution allows for Employees to be terminated in the Cloud Solution from Active Directory by the
HUM Administrator role.
3.3.1.3 Solution allows for groups and users to be move around in Active Directory by the HUM
Administrator role and for these changes to be reflected in the Cloud Solution.
3.3.2 Ability to integrate with SAML 2.0 with Secure Access Washington.
3.3.2.1 Ability to provide multi-factor authentication.
3.3.2.2 Ability to provide multi-factor authentication by configuration only. No designing or building is
needed to deliver the multi-factor authentication.
3.3.3 Ability to control access with Role Based Security.
3.3.4 Ability to provide 2 Factor Authentication optionally for users to create and update their password
protected account information.
3.3.5 Office of Cyber Security (OCS) Requirements TBD.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 5 of 11These requirements will be added as soon as they are clarified by OCS.
3.4 EXTERNAL USER PORTAL REQUIREMENTS
3.4.1 Provide a seamless transition from the HUM website (www.hum.wa.gov) to the Cloud Solution.
3.4.2 Ability to configure the External User Portal to have a similar look and feel as the HUM website.
3.4.3 Ability to provide a Spanish version of the portal that is identical to the English version except for the
language used.
3.4.4 Ability for External Users to easily create their own secure password protected account using 2-Factor
Authentication.
3.4.5 Ability for External Users to add up to 1 other Authorized User for their own account.
3.4.6 Ability to save in-progress work.
3.4.7 Ability to create complaints, track status, receive all case related correspondence, view frequently ask
questions and log a question.
3.4.8 Automatically performs address validations.
3.4.9 Automatically validates data in required fields on entry and validation of data types on save (e.g. no
text in a date field).
3.4.10 Applicants can easily create a secure account, file a complaint, respond to a complaint, receive all case
related communication, respond to investigator communications, upload electronic documents and
images, make payments, etc. all online.
3.4.11 Provide the ability for users to change and recover their username and passwords using 2-Factor
Authentication.
3.4.12 Automatically generates an email and/or text notice to External Users when there is a change to their
case, a requested action or correspondence needing their attention.
3.4.13 Ability for users to provide an Electronic Signature.
3.4.14 Ability for users to upload files to their case such as videos, pictures and documents.
3.4.15 Automatically generate Late Notices for overdue actions and display such notices prominently.
3.4.16 Ability for user to invite an Authorized Representative to have access to their case.
3.4.16.1 Authorized Representative will have their own unique secure username and passwords.
3.4.16.2 Authorized Representative actions will always be distinguishable from the User.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 6 of 113.5 WORKFLOW MANAGEMENT
3.5.1 Ability to configure workflow for up to six (6) different types of cases.
Case types include:
1. Employment
2. Housing
3. Public Accommodation
4. Credit & Insurance
5. Nursing Home
6. Elevator/Escalator
Case types vary from year to year based upon the current laws of the State of Washington.
3.5.2 Ability to automate, route and perform tasks in alignment with HUM legislative mandate, statutes and
requirements.
3.5.3 Ability to create and apply business rules.
3.5.4 Ability to dynamically prioritize an entire case or specific actions such that reprioritized work and due
dates are reflected in worker and manager dashboards.
3.5.5 Automatically generate dashboards for workers with a view of their tasks across all their assigned
cases and the associated due dates.
3.5.6 Tasks shall be listed in priority order and in order of the applicable due dates.
3.5.7 Create a calendar view of assigned work with due dates.
3.5.8 Integrate with Microsoft Outlook to create a single view of all scheduled activities including time away
from work.
3.5.9 Automatically update dashboards when applicable case actions and status change.
3.5.10 Ability to define key metrics for Workload Management and render the metrics against the most
current data in the case files.
3.5.11 Automatically provide a Manager’s view of defined metrics with thresholds that define when a case or
employee’s performance requires management attention and/or action.
3.5.12 Ability to track settlements payments received and disbursements made by capturing images of checks
and payments and saving those images as attachments to worker indications in the system that these
actions have occurred in fact.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 7 of 113.6 CORRESPONDENCE MANAGEMENT
3.6.1 Solution must use agency formatted templates to automatically generate letters, notices, emails,
notifications, and other correspondence.
3.6.2 Correspondence, notices and written communications will be in a PDF format.
3.6.3 Correspondence must be retained in a comprehensive and chronological log within the applicable case
file.
3.6.4 The Log must be permanently stored to create an exact historical record of all communication.
3.6.5 Email and text notices must be automatically generated to notify external users that their case file has
new correspondence for them to respond to.
3.6.6 When a user opens a correspondence in a case file, the correspondence status will be changed to
“Read” and be given a date/time stamp to record this access and by whom.
3.6.7 User written responses will be saved as permanent records to the case file and saved in a PDF format
with date/time stamps.
3.6.8 Ability for authorized internal users to edit an existing template or create a whole new template for
system use using an intuitive, industry content editor.
3.6.9 The Solution will allow authorized internal users to view and edit the content of any individual
correspondence before it is published.
3.7 REPORTING
3.7.1 Ability to query and create reports for all data and metadata.
3.7.2 Reports generated by the system are presented on screen, generated within the templates and
exported to desired formats (PDF, Excel).
3.7.3 Users can generate ad-hoc reports and queries by using a menu driven reports screen.
3.8 RECORDS / DATA MANAGEMENT
3.8.1 Ability to identify which data will be archived, when it will be archived and when it will be destroyed.
3.8.2 Ability to automatically apply data archival rules
3.8.3 Provide low-cost storage option for very large case attached files such as video clips, images,
document scans, etc.
3.8.4 Solution complies with WORM which means the ability of a record keeping solution to store files in a
format that cannot be tampered with in any way possible. This approach can prevent anyone, even
archives administrators, from making any changes to the data before an expiration date or event.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 8 of 114 Systems Integrator Scope of Work
The selected solution will be implemented by a Systems Integrator and their scope of work is listed below. This
Scope of Work will be executed according to a mutually agreed upon schedule that will be part of the contract
with the Systems Integrator.
The Systems Integrator will perform this work as a Fixed Price Deliverables Based Contract. The following
Deliverables establish the contract pay points once HUM has signed the formal acceptance document for each
Deliverable. The Systems Integrator will provide a preview of each Deliverable to establish mutually agreed to
expectations for each Deliverable before submission.
Deliverable
1. Delivery Schedule
2. Baseline Requirements and Workflow
3. Data Migration Plan
4. Completed Training and Video(s)
5. Final Test Results including and defects
6. Data Migration Verification Results
7. Deployment to Production
All Travel and Living expenses will be included in the pricing of the Deliverables. No Travel and Living expenses
will be submitted to HUM for payment.
The Scope of Work is described in the sections below.
4.1 DISCOVERY/DESIGN
4.1.1 Discover and document requirements and workflow to be submitted to HUM for verification and
acceptance.
4.1.2 Document Solution Design.
4.2 BUILD / CONFIGURE
4.2.1 Configure solution in accordance with approved requirements and workflow.
4.3 TRAIN ADMINISTRATORS AND INTERNAL USERS
4.3.1 Base documentation and delivery upon the HUM unique instance of the cloud solution.
4.3.2 Train users to perform their role they will perform.
4.3.3 Deliver Training Video(s) and
4.3.4 Schedule and deliver training.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 9 of 114.4 TEST
4.4.1 Train HUM testers how to execute test plans/cases and document results.
4.4.2 Prepare test cases, scripts and data.
4.4.3 Schedule and lead testing.
4.4.4 Capture tester feedback and produce a list of defects and severities.
4.4.5 Resolve defects and promote updated solution to Test.
4.4.6 Obtain HUM verification of test results and defect remediation.
4.5 DATA MIGRATION OF APPROXIMATELY 1.5 GB OF EXISTING DATA
4.5.1 Create Data Migration Plan including all sources, targets, transformation logic, Testing Plans and Post
Migration Verification Steps.
4.5.2 Receive source extract data from HUM, transform and load data according to plan.
4.5.3 Perform testing and provide the documented Test Results for HUM review and acceptance.
4.6 DEPLOY TO PRODUCTION
4.6.1 Schedule and execute the deployment to production.
4.6.2 Execute verification tests that production deployment is successful.
4.6.3 Obtain HUM email verification that Production Deployment is complete.
4.6.4 Provide ongoing elevated support to HUM after Production Deployment for a mutually agreed to
period.
4.7 PROVIDE ONGOING SUPPORT ON A RETAINER BASIS (.25 FTE MINIMUM)
4.7.1 Ongoing support will be coordinated by a dedicated resource familiar with all aspects of HUM’s cloud
solution.
4.7.2 Dedicated resource will coordinate the involvement of other resources to meet the ongoing cloud
solution needs of HUM.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 10 of 115 Glossary
Term Definition
Accessibility People with disabilities can perceive, understand, navigate, and interact with the
Web.
Address validation Verifies that an entered address exists and is deliverable.
Browser compatibility The system is accessible through latest browser versions available.
Flexibility Solution is easily configurable and customizable
Maintenance by vendor Vendor is responsible for system upgrades, versioning, code changes, and ongoing
support
Mobile device compatibility The use of mobile devices utilizing the same underlying system components as the
CMDb modernized system, empowering staff in the field and the public to perform
activities, submit and/or access information.
Mobility Solution’s functionality is accessible from anywhere. Ability to use technology
untethered, access to information or applications from occasionally connected,
portable, networked computing devices.
Records retention System data, or records, are managed according to retention schedules, and the
management process to expire the data is intuitive.
Security Assertion Markup SAML is an open standard for exchanging authentication and authorization data
Language (SAML) between parties, in particular, between an identity provider and a service provider.
An important use case that SAML addresses is web-browser single sign-on (SSO).
Secure Access Washington A central login that lets you access the online services of multiple state agencies.
(SAW)
Security Ability to meet Office of Cyber Security (OCS) criteria and policies.
Software viability The software is maintained and updated to keep up with best practices and changes
in technology.
System reliability The probability that a system, including all hardware, firmware, and software, will
satisfactorily perform the task for which it was designed or intended, for a
specified time and in a specified environment.
System An interconnecting network which has a direct impact on the delivery of services to
department/agency employees, clients or consumers.
Systems integrator A person or company that specializes in bringing together component subsystems
into a whole and ensuring that those subsystems function together, a practice known
as system integration.
Vendor viability Financially stable, long-term survival and ability to sustain profits over a period.
System ownership can be transferred if vendor is unable to provide support or
maintenance.
Feasibility Study for CMDb Modernization-Deliverable 1: Requirements Page 11 of 11Washington State Human Rights Commission
Feasibility Study for Case Management Database (CMDb) Modernization
Deliverable 2: Market Research
Date: 05/04/20
Revision Level: 1.1
Author: Mike Davis
State Board for Community and Technical Colleges, Technology Solution Group
Phone: 360-556-2423Revision History
Revision Level Date Description Change Summary
1.0 04/29/20 Initial Submission
1.1 05/04/20 Added Executive Summary Provide overall perspective on results and
approach
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 2 of 31Table of Contents Revision History .................................................................................................................................................... 2 Table of Contents .................................................................................................................................................. 3 1 Executive Summary ....................................................................................................................................... 4 2 Research Approach ....................................................................................................................................... 5 3 Peer Implementations List ............................................................................................................................ 7 4 Peer Implementation Descriptions ............................................................................................................... 8 5 Requirements Gap Analysis ........................................................................................................................ 21 6 Comparisons of Vendors ............................................................................................................................. 26 7 Lessons Learned .......................................................................................................................................... 27 8 List of Contacts ............................................................................................................................................ 28 9 Glossary ....................................................................................................................................................... 29 10 Appendix A: Cloud Computing Architecture ........................................................................................... 30 11 Gartner CRM Magic Quadrants 2019 ...................................................................................................... 31 Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 3 of 31
1 Executive Summary The Washington State Human Rights Commission (HUM) has authorized this Feasibility Study to determine options to replace and modernize the agency’s Case Management Database (CMDb) and the agency's capacity to manage, resource, and successfully complete a project. This purpose of this deliverable is to document the results of research activities to understand the case management solution options providing the best alternatives to HUM. The Human Rights Commission is a very small agency that is not IT oriented. The only existing IT staff member is extremely busy already. This demands that HUM select a solution that will require a minimal amount of time and energy to obtain a successful outcome. We considered early on evaluating software solutions used in other Human Rights agencies, but it became apparent through the requirements analysis that the HUM workflow needs were basic while the requirements for integrating with SAW and passing a Security Design Review were challenging. With this information, we determined that a solution must be proven in the State of Washington’s IT environment and must have the ability to integrate with Secure Access Washington (SAW). Inseparable from the success of your selected cloud solution is the Systems Integration Partner that will interact with HUM to understand your requirements, configure the solution, lead your testing, train you and support you after Go Live. SalesForce has emerged as the leader because they have many more installation in Washington with high customer satisfaction ratings and successful SAW integrations. SalesForce has been the most responsive to interact with during this Market Research because of the knowledge and quick turnaround of their Systems Integration Partner, eightCloud. eightCloud also has high customer satisfaction ratings. ServiceNow and Microsoft Dynamics both offer viable solutions. They will also be reviewed in depth in the Options Analysis Deliverable where other factors such as cost, maintenance, schedule, and risk will be evaluated. Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 4 of 31
2 Research Approach
HUM is a small agency and must purchase a solution which requires very little Agency resource to manage and
maintain. This demands that HUM select a cloud solution so that the needed functionality and data are
available to HUM while the underlying infrastructure to varying degrees is managed by a solution provider.
Within cloud computing there are different types of offerings and these are explained in Appendix A. HUM will
need to select a PaaS (Platform as a Service) or SaaS (Software as a Service) offering so that the solution
provider will provide all or nearly all of the management of the solution components.
Within the context of PaaS or SaaS solutions, HUM is looking for solutions that most closely align with case
management and workflow functions which are at the core of HUM’s business. The selected solution will be
configured to meet HUM needs.
Customer Resource Management Systems (CRMs) were originally built for sales organizations to manage their
customers and sales processes. However, over time they have been recognized for their configurability and
today CRM’s are used in almost every industry to manage processes, workflows, data, and analytics.
The research approach is accordingly as follows:
1.) Identify the universe of CRM Cloud Solutions from Gartner.
2.) Identify, research and document peer Washington State Government agencies that have implemented
CRM Cloud Solutions.
a. Identify which of these solutions have working integrations with Active Directory and Secure
Access Washington (SAW).
i. Identify which of these solutions are OCS Approved Solutions.
3.) Perform a Requirements Gap Analysis for each CRM Solution.
4.) Document the significant contrasts apparent from the Peer Implementations.
5.) Compile the significant Lessons Learned shared by each Peer Implementation.
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 5 of 312.1 Solutions to be Researched
In the table below, the first column lists solutions that have been Pre-Approved by the State of Washington
Office of Cyber Security (OCS). These solutions have been approved via a completed design review and may
follow an expedited process for future implementations by other customers. This early and deep knowledge of
vendor solutions greatly reduces HUM’s risk of choosing a solution that will be difficult or impossible to
implement in the unique Washington technical and authorizing environment. Column 2 lists the top CRM
solutions according to Gartner’s 2019 Magic Quadrant. Column 3 lists those solutions that have already
successfully deployed an application utilizing Secure Access Washington (SAW). Presence in 2 or 3 of these
columns indicates a solution that will be researched.
OCS Approved Solutions: Gartner CRM Existing SAW
General SaaS/PaaS Systems Integration
Adobe Cloud Suite ADFS SSO
Adobe Sign
Atlassian Cloud
DocuSign
EasyVista
ESRI ArcGIS Online
Formstack
GovDelivery Communications Cloud
GovQA
IdeaScale
KnowBe4
LastPass Enterprise
LobbyGov Bill Tracking Solution
Microsoft DevOps Services (formerly VSTS)
Microsoft Dynamics 365 and Dynamics CRM Microsoft Dynamics 365
Results.com
SalesForce SalesForce SalesForce
ServiceNow ServiceNow
SharePoint Online and OneDrive for Business
Slack
Smarsh
SurveyMonkey
Tableau Online
Trello Enterprise
Pegasystems
Oracle
Zendesk
SAP
Verint Systems
Appian
Freshworks
BPM’ online
eGain
SugarCRM
CRMNEXT
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 6 of 313 Peer Implementations List
The following list contains those known installations of SalesForce, ServiceNow and Microsoft Dynamics in the
State of Washington. These installations were researched, and the results compiled below.
# Solution Systems WA Description
Integrator State
Agency
4.1 SalesForce eightCloud ACB CPA Online Licensing Modernization
4.2 SalesForce eightCloud DNR Mooring Buoy License Renewals
4.3 SalesForce eightCloud DNR Public Disclosure Requests
4.4 SalesForce eightCloud DNR AIMS
4.5 SalesForce eightCloud PLIA LPGMS in 2019, 3 Other programs in 2021
4.6 SalesForce eightCloud OSPI Case Management
4.7 SalesForce eightCloud OCIO Project Dashboard
4.8 SalesForce Vertiba DCYF Childcare Licensing and Monitoring System
4.9 SalesForce Vertiba PERC Case Management
4.10 ServiceNow CompuCom DSHS ITSM
4.11 ServiceNow Fruition Partners DOH ITSM
4.12 ServiceNow CompuCom, Evergreen HCA ITSM / CSM
4.13 Microsoft Dynamics Microsoft ESD Paid Family Medical Leave
3.1 Abbreviations for Table Above
Abbreviation Definition
ACB Accountancy Board
AIMS Agricultural Information Management System
CSM Customer Service Management (in this context) is a ServiceNow capability that includes Case
Management functions.
DCYF Department of Children, Youth and Families
DNR Department of Natural Resources
DOH Department of Health
DSHS Department of Social and Health Services
ESD Employment Security Department
HCA Health Care Authority
ITSM Information Technology Service Management - ITSM refers to the entirety of activities – directed by
policies, processes, and procedures – that are performed to design, plan, deliver, operate, and control
information technology services offered to customers. ITSM is where ServiceNow has emerged from.
LPGMS Loan Portfolio & Grant Management System
OCIO Office of the Chief Information Officer
OSPI Office of the Superintendent of Public Instruction
PERC Public Employment Relations Commission
PLIA Pollution Liability Insurance Agency
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 7 of 314 Peer Implementation Descriptions
4.1 SalesForce – ACB –CPA Online Licensing
Field Data
Sources Phone Interview with Michelle Tuscher, http://waocio.force.com/
Contact(s) Michelle Tuscher, CIO, (360) 664-9192
Location 711 Capitol Way S, Olympia, WA 98501
Applications CPA Online Licensing Modernization
Status Active
Project Cost $1,742,000
Procurement Method DES Master Contracts, Cloud Solution, Contract # 05116
Start Date 07/2019
Go Live 05/2021 Approximately
End Date 06/2021
Duration 24 Months
Scope Replace the current CPA Online Licensing system.
Internal Users 10 Internal Users
External Users Mobile access to approximately 19,000 CPA’s, 2,000 firms
OCS SDR 01/17/20 Security Design Approval Letter received. This was the completion of the
SalesForce Deployment Criteria Checklist.
SAW Integration Yes, planned for later in 2020. CPA licensees are required in the existing legacy system to
register with SAW to gain access.
Community Facing Portal? Yes
Conga used? No (Not on Carahsoft Quote)
DocuSign included? No (Not on Carahsoft Quote)
Training To be provided by Systems Integrator.
Customer Ratings of Not installed yet
Software
Customer Ratings of Have only performed a portion of their work so far
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 8 of 314.2 SalesForce – DNR - License Renewals
Field Data
Sources 4/3/20 Phone interview with Vickie Diamond and Demonstration on 4/9/20.
Contact(s) Vickie.Diamond@dnr.wa.gov
Location 1111 Washington St SE, Olympia, WA 98504
Applications Online License Renewal for Moorings and Buoys (paper based before)
Status Completed
Project Cost $80,000 approximately for initial build. $70,000 for addition of Community Portal
$28,369/Yr. for Licensing and Maintenance
Procurement Method RFP
Start Date 2014
Go Live 2014
End Date 2018 for addition of Community Portal
Duration 8 Months
Scope Replace internal complex paper-based license renewals with modern workflow tool.
Includes approvals, reporting, dashboard, and statistics. No customer billings.
Expansion of SalesForce to include Community customer facing Portal for better service
to users to renew licenses online, update address, contact info. Take payments online.
SalesForce creates record, provides DocuSign functionality and routes for signatures.
Internal Users 60 Approximately from management, technicians, and staff.
Internal User Sign On Soon DNR Users will sign into Windows desktop and they will also be logged into
SalesForce via EAD and ADFS integration.
External Users 100 Approximately. For users who already have a buoy and need to renew. Salesforce
sends them an email at renewal time, and they follow the link in the email to the
Community Portal. Users then fill out and submit reauthorization form. Provides users
with 30, 60- and 90-day notices for expiration. These emails have all the needed
information in them.
OCS SDR No, predated the design review requirement
SAW Integration No
Community Facing Yes. Through SAW an existing customer can be granted access to the Community. It is an
Portal? outward facing service that DNR authorizes access to. Very slick service. Customer signs
up, DNR authenticates them in a day or two. Once authenticated, then the customer.
Conga used? Yes. Conga Composer generates contracts and use authorization documents. Once
signed into SalesForce the User is also signed into Conga automatically.
DocuSign included? Yes. DNR wants to expand use. Users can draw their signature with their mouse OR
select a signature. Docusign signatures can be validated and linked directly back to the
person’s email. Can sign DocuSign document on a cell phone using your finger or
Desktop via browser. Signatures validated through DocuSign creates PDF. If edited, then
the signature loses its validation.
Integration(s)? Yes with SAP which is the agency System of Record to pull customer data from. Nightly
batch pulls a flat file from SAP
Training Provided by Systems Integrator.
Customer Ratings of Very highly. Great support for questions through User Community, You Tube and Google.
Software Only had to submit a ticket 3 times.
Customer Ratings of Very highly, incredibly busy and couple of the little sticky points when they were over
Systems Integrator extended and now restructured. Incredibly nice, no arrogance when dealing with non-
tech staff. Organized with sprints and daily meetings done remotely.
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 9 of 314.3 SalesForce – DNR - Public Disclosure
Field Data
Sources 4/22/20 Phone interview with Ann Lowe,
https://wadnr.secure.force.com/apex/Public_Records_Request_form
Contact(s) Ann.Lowe@dnr.wa.gov, Public Records Officer,
Location 1111 Washington St SE, Olympia, WA 98504
Applications Public Disclosure Requests Management
Status Completed
Project Cost $30,000 initially for the build and training.
$ 3,200 per year for licensing
Procurement Method RFP
Start Date 2017
Go Live June 2018 approximately
End Date June 2018
Duration Approximately 9 months
Scope Deploy an online Public Records Request Form. When submitted send an email to the
Public Disclosure Email Inbox. Respond back to citizen via Outlook. SalesForce tracks
requests, creates activity log, and generates report for JLARC.
Internal Users 6
Internal User Sign On Not specified
External Users Open to all citizens
OCS SDR Not required since application is public.
SAW Integration No. Configured to be anonymous so anyone can login.
Community Facing Not specified.
Portal?
Conga used? No
DocuSign included? No
Integration(s)? No
Training Provided by eightCloud
Customer Ratings of Fabulous. It is a 10
Software
Customer Ratings of They are wonderful
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 10 of 314.4 SalesForce – DNR - AIMS
Field Data
Sources 4/22/20 Phone interview with Eric Aubert and demonstration
Contact(s) Eric.Aubert@dnr.wa.gov , Project Technical Lead
Location 1111 Washington St SE, Olympia, WA 98504
Applications Agricultural Information Management System (AIMS)
Status Active
Project Cost eightCloud Services $75,000 prototype + build $250-300,000.
Licenses Cost ($420/Yr. x 50 Users = $21,000 + Tax)
Procurement Method RFI then Master contract
Start Date 03/2019
Go Live 07/01/2020. Not in production yet, scheduled for summer 2020, July 1st for phase 2
standard contracts. Subsequent Go Lives for Phases 3 and 4
End Date 06/30/2021
Duration 27 Months
Scope Creation and storage of up 12 different types of contracts for Uplands Program
Internal Users 50
Internal User Sign On Not specified
External Users No
OCS SDR Yes and DNR submitted the SalesForce Deployment Checklist
SAW Integration No
Community Facing No
Portal?
Conga used? Yes. Now have Conga Sign is so much easier to integrate, easier, more native. Reached
out to Conga if OCIO had given theme the blessing. They did not know what they were
talking about. Perplexed, no clients. Contact OCIO process.
DocuSign included? No
Integration(s)? SAP Daily extracts. SAP script extracts data to text file and uploaded nightly.
Training Learned how to do it all themselves. Using eightCloud as tech support. Since 01/2020
doing it ourselves.
Customer Ratings of SalesForce is quick! Conga is great. Approval process is great. SalesForce weakness is
Software with document storage and lack of an organized file structure.
Customer Ratings of eightCloud is a small company that was over extended and then adjusted by deploying a
Systems Integrator new team. Then it became apparent that another technical resource was needed.
eightCloud listened and adjusted again. Team has performed well since October 2019.
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 11 of 314.5 SalesForce – PLIA - LGPMS
Item Data
Sources 4/9/20 Phone Interview with Casandra and Xyzlinda, http://waocio.force.com/
Contacts Casandra Garcia, Deputy Director
Xyzlinda Marshall, Administrative Services Director, 360-407-0509
Location 300 Desmond Dr SE, Lacey, WA 98503
Initial Expansion
Applications Loan & Grant Portfolio Management System Heating Oil Insurance, Technical Assistance and
(LGPMS) replaces paper, spreadsheets and a Commercial Underground Storage Tank
1990’s Microsoft Access database Programs
Status Complete Active
Project Cost $724,000 $820,000
Procurement Master Contract 05116 Master Contract 05116
Method
Start Date 08/2017 07/2019
Go Live 11/2018 06/2021
End Date 03/2019 06/2021
Duration 17 Months 24 Months
Scope Achieved
Internal Users 10+ new consultant users 50+ new consultant users
Internal User Sign
On
External Users 25+ new applicant users 400+ new customers
OCS SDR Completed a system/security design review
SAW Integration? Yes
Community Facing
Portal?
Conga used? Yes
DocuSign included? Yes
Training - Vendor assisted PLIA - Webinar Training
sessions for all PLIA users (instructor-lead)
and in-person sessions.
- Contractor provided resources for on-site
coaching as needed
- PLIA’s coordinator conducts follow-up
training with employees and external
partners as needed.
- Contractor provided detailed user guide for
external users
Customer Ratings of Very pleased
Software
Customer Ratings of Very pleased
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 12 of 314.6 SalesForce – OSPI - Case Management
Field Data
Sources 4/22/20 Phone interview with Steve Young
Contact(s) Steve.Young@k12.wa.us , CIO (360-725-6134 /), used to be at DNR
Location 600 Washington St. S.E. Olympia, WA 98504-7200
Applications Special Education Citizen Complaints
Status Active, not open to public yet
Project Cost Approximately $50,000
Procurement Method DES Master Contracts, Cloud Solution, Contract # 05116
Start Date February 2020 approximately
Go Live May 2020
End Date May 2020
Duration Approximately 4 months
Scope Create an application to capture and track complaints about the treatment of Special
Education students.
Internal Users 5 or 6
Internal User Sign On No
External Users Not open to the community yet
OCS SDR
SAW Integration Planned, not yet implemented
Community Facing Not yet, this is a planned future enhancement
Portal?
Conga used? No
DocuSign included? No
Integration(s)? No
Training Not provided
Customer Ratings of Excellent
Software
Customer Ratings of Not provided
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 13 of 314.7 SalesForce – OCIO - Project Dashboard
Field Data
Sources 4/28 Phone interview with Derek Puckett
Contact(s) Derek Puckett (derek.puckett@ocio.wa.gov), (360) 407-7989, Project Lead
Location 1500 Jefferson St SE Olympia, WA 98504
Applications OCIO Dashboard
Status Completed
Project Cost $95,000 approximately
Procurement Method DES Master Contract with Carahsoft for licenses, RFQ for EightCloud support
Start Date July 2019
Go Live January 2019
End Date January 2019
Duration 6 months
Scope Moved from an old Salesforce web page to a Tableau dashboard populated with data
input into Salesforce.
Internal Users 10 to 12 within OCIO
Internal User Sign On No auto login or single sign on
External Users Public
OCS SDR Just OCS Checklist
SAW Integration No, publicly available.
Community Facing Yes but it is very underutilized. Skeleton portal now.
Portal?
Conga used? No
DocuSign included? No
Integration(s)? Data load from Jitterbit, cloud data loader
Training Available thru SalesForce. EightCloud provided a basic operational guide.
Customer Ratings of 8 out of 10
Software
Customer Ratings of 9 out of 10
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 14 of 314.8 SalesForce – DCYF – WA Compass Project
Field Data
Sources 4/30/20 Interview of Meaghan, http://waocio.force.com/
Contact(s) Meaghan.Thompson@dcyf@wa.gov , (360) 789-5348, Project Manager
Location 1500 Jefferson St SE, Olympia, WA 98501
Applications Childcare licensing and monitoring system
Status Complete
Project Cost $11,394,589
Procurement Method Department of Enterprise Services (DES) convenience contract to secure the Salesforce
platform as well as the services of a 3rd party implementation contractor. DES Master
Contracts for Information Technology Services Management (ITSM)
Start Date 08/01/2016
Go Live 09/2019 was the last Go Live
End Date 12/31/2019
Duration 41 Months
Scope WA Compass project replaced two aging internal systems, two outdated COTS systems
and the agency’s use of a legacy system supported by another Washington State Agency
with one data-driven solution built on the Salesforce platform.
Internal Users Approximately 500 Users currently, licenses purchased for 840 to scale up
Internal User Sign On Auto sign on used, using SSO from WaTech, link routes thru WaTech into SalesForce
External Users? Approximately 65,000 active external customers logging in and over 400,000 public users
who do not login but use site.
OCS SDR Yes
SAW Integration Yes
Community Facing Yes
Portal?
Conga used? Yes
DocuSign included? Not DocuSign, Vertiba provided custom forms from VIP Forms which are less expensive
than DocuSign.
Integration(s)? Yes, with FamLink application
Training SalesForce provided Train-the-Trainer training for a permanent DCYF staff trainer.
Customer Rating of Great for less complicated forms, stretched the boundaries of what SalesForce was
Software intended to do. Enhancements created but these enhancements are not always done
well.
Customer Rating of Vertiba is an 8 or. They worked with DCYF for 3 years and our business was not quite
Systems Integrator sure what we wanted and lacked vision. Vertiba technicians were excellent in spite of
this.
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 15 of 314.9 SalesForce – PERC – Case Management
Field Data
Sources 4/28 Phone interview with Robbie Duffield
Contact(s) Robbie Duffield, IT Manager, 360-701-6550, robbie.duffield@perc.wa.gov
Location 112 Henry St NE, Olympia, WA 98504
Applications Internal Case Management Application
Status Completed
Project Cost Approximately $100,000 initially. Lots of upgrades done since 2015.
Procurement Method DES Master Contract with Carahsoft and Vertiba
Start Date 2015
Go Live 2015
End Date 2015
Duration 4.5 months
Scope Case management application for disputes, mediations, and adjudications. Tracks case
data and associated documents, PDF’s.
Internal Users 29
Internal User Sign On Login to windows and then SSO screen offered
External Users? How to integrate to add docs directly, 5,000 users in past 5 years.
OCS SDR Working with them OCIO
SAW Integration Not yet, get public users to use system in the future
Community Facing Not yet
Portal?
Conga used? Yes
DocuSign included? No
Integration(s)? No
Training Vertiba for 1 week
Customer Rating of 8 out of 10, very customizable, very useful, transition to Lightning had a lot of growing
Software pains from the Legacy.
Customer Rating of 8 to 10, they did a really good job.
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 16 of 314.10 ServiceNow - DSHS - ITSM
Field Data
Sources 2/5/20 In person interview with Scott Reese and Jan Hentze
Contact(s) Scott Reese, Chief, ESA Division of Child Support
Jan Hentze, Special Projects Manager
Location 724 Quince ST NE, Olympia WA 98501
Applications IT Service Management including Incident, Change and IT Request Management.
Manuals are now online. Used “Accelerators” but mostly out of the box functionality.
Status Completed
Project Cost Not provided
Procurement Method Not provided
Start Date Not provided
Go Live Not provided
End Date Not provided
Duration Not provided
Scope
Internal Users 90 Fulfiller Licenses and 1100 User licenses. Unique ID is the email address
Internal User Sign On Users are authenticated, after they log in using Active Directory. We integrated with
AD.
External Users? No
OCS SDR Yes in 2018
SAW Integration No
Community Facing No
Portal?
Conga used? Not Applicable
DocuSign included? No
Integration(s)? No
Training DCS developed own training, based on how we configured the system.
Customer Rating of Excellent! Staff adopted the application very quickly because it is so intuitive.
Software
Customer Rating of CompuCom – No rating given.
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 17 of 314.11 ServiceNow - DOH – ITSM
Field Data
Sources 4/28 Phone interview of Torie Hernandez, IT System Admin
ServiceNow Customer Summary: https://www.servicenow.com/customers/wa-doh.html
Contact(s) Torie.Hernandez@doh.wa.gov , (360) 789-8315 IT System Admin
Location 101 Israel Road SE Tumwater, WA 98501
Applications IT Service Management
Status Complete
Project Cost Approximately $300,000
Procurement Method Master contract thru Carahsoft
Start Date September 2016
Go Live December 2016
End Date December 2016
Duration 3 months
Scope ITSM including Incident, Asset, Configuration, Change, Request, Discovery, and
Knowledge Management. Created one place to go for IT services to automate the
delivery of 90 services. Retired various request systems used in 20 different programs
and services. With IT-as-a-Service, customers choose services from a catalog of service
offerings and only pay for what they use. “Our goal is to make IT easy to use,
transparent, and cost-effective–strengthening the department’s efforts to serve the
people of Washington State.”
Internal Users 1,800 DOH employees
Internal User Sign On Windows sign in, SSO authenticate thru WaTech
External Users? No
OCS SDR Yes
SAW Integration No
Community Facing No
Portal?
Conga used? N/A
DocuSign included? No
Integration(s)? HRMS and Active Directory
Training ServiceNow provided
Customer Ratings of 10+
Software?
Customer Ratings of Fruition Partners was the Systems Integrator.
Systems Integrator? Torie declined to rate Fruition Partners
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 18 of 314.12 ServiceNow – HCA - ITSM and CSM
Field Data
Sources Phone interview with Ben Snyder on 4/27/20.
Contact(s) Jerry.Britcher@hca.wa.gov , Asst Director/CIO, 360-725-1241, cell: 360-688-8607
Ben.Snyder@hca.wa.gov , Lead Technician
Location 626 8th Avenue SE Olympia, WA 98501
Applications ITSM and CSM (Customer Service Management) modules for a variety of projects.
Status Active
Project Cost $300,000 / year
Procurement Method DES Master Contract
Start Date 2016
Go Live First Go Live Jan 2017
End Date Ongoing
Duration Ongoing
Scope Ticketing for IT service requests; Discovery function to actively identify assets on the
network and who they are assigned to; Medical Provider enrollments for Call Centers.
Providers send emails to shared inbox and HCA Staff will create a ticket for that email so
that it can be managed in ServiceNow.
Internal Users 110 – 120 Licenses to Work Request, all HCA staff can submit via internal portal.
Internal User Sign On Single Sign On: Once logged into Windows, click on the URL and automatically logged in.
This is the same URL that license staff use. ServiceNow senses if you are a licensed user
and logs in or of a non-licenses user it directs user to the portal.
External Users? No Portal set up yet, submit via email
OCS SDR Yes.
SAW Integration In the future, HCA plans to use the Customer Service Module to setup an external portal
but this is not done yet.
Community Facing In the future this will be done with CSM.
Portal?
Conga used? N/A
DocuSign included? No
Integration(s)? Synchronized with Active Directory and Orchestration. When a new employee is hired
an AD object is created to add them to security groups and notifies Manager of the initial
password. Offboarding is the same, a ticket is submitted, all groups the user is a member
of are documented, member is deactivated, and tickets created for IT staff to perform
other deactivations. A Departed Employee folder is created.
Training Mostly provided by ServiceNow as online training.
Customer Ratings of Very pleased. It is a lot and can do a lot, we are barely using its full potential. Very
Software flexible.
Customer Ratings of CompuCom was OK. Evergreen is a good company.
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 19 of 314.13 Microsoft Dynamics – ESD – PFML
Field Data
Sources Phone Interview, http://waocio.force.com/
Contact(s) Linda Kleingartner, Project Manager, (360) 970-5585 lkleingartner@esd.wa.gov
Location 212 Maple Park Ave SE, Olympia, WA 98501
Applications Paid Family Medical Leave
Status Active
Project Cost $57,989,493
Procurement Method RFP
Start Date 08/01/2017
Go Live 01/02/2020
End Date 08/15/2020
Duration 36 Months
Scope Create an entirely new statewide program for Paid Family and Medical Leave.
Internal Users Approximately staff 200. 15 working on the accounting side and the rest working on the
CRM side.
Internal User Sign On 2 step login process. Login to Windows and then login to Dynamics.
External Users? Employers and workers in the State of Washington
OCS SDR Yes
SAW Integration Yes
Community Facing Not provided by Microsoft Dynamics. Rather developed and deployed by Deloitte
Portal? Consulting.
Conga used? N/A
DocuSign included? No
Integration(s)? ESD Enterprise Content Management, AFRS, Office of the State Treasurer, DSHS, DOR,
Printing, Data Warehouse, etc.
Training Initially Microsoft provide the basic training for their COTS product. As customization
grew, the State Project Team members developed their own training. Today, 75% of
training is provided by State Project Team.
Customer Ratings of Currently using On Premises (non-Cloud) solution and this has caused problems because
Software Microsoft constantly updates Dynamics. Rated a 6 out of 10. Moving to the cloud to
resolve this problem.
Customer Ratings of Microsoft has been a great partner in supporting Dynamics and the project.
Systems Integrator
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 20 of 315 Requirements Gap Analysis
5.1 Detail
An “X” in the table below indicates that the requirement can be met by the configuring the solution with
standard configuration options.
Sales Service MS
# Requirement
Force Now Dynamics
3.1 MOBILE CAPABILITY
3.1.1 Ability for internal and external users to use mobile devices to perform the
X X X
same functions as users who are a desktop client and browser.
3.1.2 Compatible with standard web browsers. X X X
3.2 HUM ADMINISTRATOR X
3.2.1 Ability to create, add and remove users from solution. X X X
3.2.2 Ability to configure groups and roles. X X X
3.2.3 Ability to add and remove users from groups and roles. X X X
3.2.4 Ability to view current and past user activity. X X X
3.2.5 Ability to see licensing and billing data history. X X X
3.2.6 Ability to see uptime and response time history. X X X
3.3 SECURITY
3.3.1 Integration with Active Directory. X X X
3.3.1.1 Solution allows for Employees to be loaded into and activated in the Cloud
X X X
Solution from Active Directory by the Administrator role.
3.3.1.2 Solution allows for groups and users to be move around in Active Directory
by the HUM Administrator role and for these changes to be reflected in the X X X
Cloud Solution.
3.3.1.3 Solution allows for groups and users to be move around in Active Directory
by the HUM Administrator role and for these changes to be reflected in the X
Cloud Solution.
3.3.2 Ability to integrate with SAML 2.0 with Secure Access Washington. X X X
3.3.2.1 Ability to provide multi-factor authentication. X X X
3.3.2.2 Ability to provide multi-factor authentication by configuration only. No
X X X
designing or building is needed to deliver the multi-factor authentication.
3.3.3 Ability to control access with Role Based Security. X X X
3.3.4 Ability to provide 2 Factor Authentication optionally for users to create and
X X X
update their password protected account information.
3.3.5 Office of Cyber Security Requirements To be addressed in Options
Analysis Deliverable
3.4 EXTERNAL USER PORTAL REQUIREMENTS
3.4.1 Provide a seamless transition from the HUM website (www.hum.wa.gov) to the
X X X
Cloud Solution.
3.4.2 Ability to configure the External User Portal to have a similar look and feel as the
X X X
HUM website.
3.4.3 Ability to provide a Spanish version of the portal that is identical to the English
X X X
version except for the language used.
3.4.4 Ability for External Users to easily create their own secure password protected
X X X
account using 2-Factor Authentication.
3.4.5 Ability for External Users to add up to 1 other Authorized User for their own
X NO X
account.
3.4.6 Ability to save in-progress work. X X X
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 21 of 31Sales Service MS
# Requirement
Force Now Dynamics
3.4.7 Ability to create complaints, track status, receive all case related
X X X
correspondence, view frequently ask questions and log a question.
3.4.8 Automatically performs address validations. X NO X
3.4.9 Automatically validates data in required fields on entry and validation of data
X X X
types on save (e.g. no text in a date field).
3.4.10 Applicants can easily create a secure account, file a complaint, respond to a
complaint, receive all case related communication, respond to investigator
X X X
communications, upload electronic documents and images, make payments,
etc. all online.
3.4.11 Provide the ability for users to change and recover their username and
X X X
passwords using 2-Factor Authentication.
3.4.12 Automatically generates an email and/or text notice to External Users when
there is a change to their case, a requested action or correspondence needing X X X
their attention.
3.4.13 Ability for users to provide an Electronic Signature. X X X
3.4.14 Ability for users to upload files to their case such as videos, pictures, and
X X X
documents.
3.4.15 Automatically generate Late Notices for overdue actions and display such
X X X
notices prominently.
3.4.16 Ability for user to invite an Authorized Representative to have access to their
X X X
case.
3.4.16.1 Authorized Representative will have their own unique secure username and
X X X
passwords.
3.4.16.2 Authorized Representative actions will always be distinguishable from the
X X X
User.
3.5 WORKFLOW MANAGEMENT
3.5.1 Ability to configure workflow for up to six (6) different types of cases. Case
types include:
1. Employment
2. Housing
3. Public Accommodation
X X X
4. Credit & Insurance
5. Nursing Home
6. Elevator/Escalator
Case types vary from year to year based upon the current laws of the State of
Washington.
3.5.2 Ability to automate, route and perform tasks in alignment with HUM legislative
X X X
mandate, statutes, and requirements.
3.5.3 Ability to create and apply business rules. X X X
3.5.4 Ability to dynamically prioritize an entire case or specific actions such that
reprioritized work and due dates are reflected in worker and manager X X X
dashboards.
3.5.5 Automatically generate dashboards for workers with a view of their tasks across
X X X
all their assigned cases and the associated due dates.
3.5.6 Tasks shall be listed in priority order and in order of the applicable due dates. X X X
3.5.7 Create a calendar view of assigned work with due dates. X X X
3.5.8 Integrate with Microsoft Outlook to create a single view of all scheduled
X X X
activities including time away from work.
3.5.9 Automatically update dashboards when applicable case actions and status
X X X
change.
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 22 of 31Sales Service MS
# Requirement
Force Now Dynamics
3.5.10 Ability to define key metrics for Workload Management and render the metrics
X X X
against the most current data in the case files.
3.5.11 Automatically provide a Manager’s view of defined metrics with thresholds that
define when a case or employee’s performance requires management attention X X X
and/or action.
3.5.12 Ability to track settlements payments received and disbursements made by
capturing images of checks and payments and saving those images as
X NO X
attachments to worker indications in the system that these actions have
occurred in fact.
3.6 CORRESPONDENCE MANAGEMENT
3.6.1 Solution must use agency formatted templates to automatically generate
X X X
letters, notices, emails, notifications, and other correspondence.
3.6.2 Correspondence, notices, and written communications will be in a PDF format. X X X
3.6.3 Correspondence must be retained in a comprehensive and chronological log
X X X
within the applicable case file.
3.6.4 The Log must be permanently stored to create an exact historical record of all
X X X
communication.
3.6.5 Email and text notices must be automatically generated to notify external users
X X X
that their case file has new correspondence for them to respond to.
3.6.6 When a user opens a correspondence in a case file, the correspondence status
will be changed to “Read” and be given a date/time stamp to record this access X X X
and by whom.
3.6.7 User written responses will be saved as permanent records to the case file and
X X X
saved in a PDF format with date/time stamps.
3.6.8 Ability for authorized internal users to edit an existing template or create a
X X X
whole new template for system use using an intuitive, industry content editor.
3.6.9 The Solution will allow authorized internal users to view and edit the content of
X X X
any individual correspondence before it is published.
3.7 REPORTING
3.7.1 Ability to query and create reports for all data and metadata. X X X
3.7.2 Reports generated by the system are presented on screen, generated within the
X X X
templates, and exported to desired formats (PDF, Excel).
3.7.3 Users can generate ad-hoc reports and queries by using a menu driven reports
X X X
screen.
3.8 RECORDS/DATA MANAGEMENT
3.8.1 Ability to identify which data will be archived, when it will be archived and when
X X X
it will be destroyed.
3.8.2 Ability to automatically apply data archival rules. X X X
3.8.3 Provide low-cost storage option for very large case attached files such as video SharePoint
clips, images, document scans, etc. X X or Azure
BLOB
3.8.4 Solution complies with WORM which means the ability of a record keeping via
Sharepoint
solution to store files in a format that cannot be tampered with in any way
X X or records
possible. This approach can prevent anyone, even archives administrators, from storage
making any changes to the data before an expiration date or event. solutions
Feasibility Study for CMDb Modernization-Deliverable 2: Market Research Page 23 of 31You can also read
