World Trade Center implements EDMS

The World Trade Center of Moscow and Akelon company announced project completion of system implementation of automation of work of services of operation "One window". A system is constructed based on the DIRECTUM platform and business solution of "Akelon of Service". During the project processing of appeals of staff of TsMT to the divisions rendering internal services was automated.

Situation

The Moscow World Trade Center is a uniform architectural complex in the center of Moscow, with the total area of 270,000 sq.m, integrating three office buildings, the congress center, Crowne Plaza Moscow WTC business hotel and Mezhdunarodnaya-2 hotel.

In structure of TsMT a number of divisions which task includes ensuring continuous work of all objects, maintenance of operation parameters of a complex in a project status and rendering services to both internal, and external customers is selected.

The management of TsMT pays special attention to improvement of the business processes connected with rendering services, to permanent quality improvement and speed of rendering services and, as a result, increase in satisfaction and loyalty of customers of services.

Selection

For quality improvement of work of services of operation in the company, the management of TsMT made the decision on need of implementation of the new modern automation system of work of services of service.

For the choice of the most suitable information system the working group of representatives of the different interested divisions which task was a carrying out the comprehensive analysis of the offers which are available in the market, formation of requirements to a system, carrying out tender and the final choice of an information system was created.

The working group made the following demands to a system:

a possibility of the organization of the directory of services of service divisions in a type, simple, clear and available to consumers; possibility of remote interaction of specialists of customer services and consumers of services; the timely and automated providing to consumers of services of information on the course and the status of works on execution of requests; possibility of flexible configuration of business processes of rendering services, including according to the ITSM standard; simplicity of the interface and convenience of using; low total cost of ownership; ease of adaptation of a system to automation of new processes, and simplicity of its replication.

As a result of the conducted research, the working group stopped the choice on the solution "Akelon of Service" on the platform of the DIRECTUM system. The wide experience of use of the DIRECTUM system in TsMT became one of decisive arguments for benefit of implementation of this solution. At the time of selection of the solution for automation of rendering services in TsMT based on the DIRECTUM system processes of classical office-work and work with agreements were already automated. A considerable part of employees already had extensive work experience with the DIRECTUM system, so the choice of business solution on this platform would allow to minimize training costs. Besides, expansion of functionality of DIRECTUM due to implementation of business solution of "Akelon of Service" allowed to avoid implementation of a separate information system, and as a result, to minimize costs for implementation, administration and service support.

In TsMT special attention is paid to quality improvement of provision of services of service therefore availability in structure of business solution of "Akelon of Service" of the Portal of service of service was an important factor in the choice of a system. The portal allows the consumer of services of service to trace the course of accomplishment of the request in real time and also provides a convenient method of interaction with service of service.

Business solution of "Akelon of Service" completely meets requirements of TsMT and has ample opportunities for the subsequent scaling of a system on different divisions.

As the contractor for execution of works on implementation of business solution the Akelon company was selected. The choice of the contractor was influenced by several factors: first, the Akelon company proved as the reliable partner of TsMT in the project progress on initial system implementation of DIRECTUM and automation of work with agreements, secondly, Akelon is a direct solution designer of "Akelon of Service", respectively the staff of Akelon has profound knowledge of business solution and competences on its implementation.

Task analysis Among requirements which faced the automation system of work of services of service in TsMT it is possible to note the following:

• automation of interaction of service divisions, effective distribution and control of execution of works;
• automatic providing to consumers of services of timely information on a work progress, granting ability to manage of the address to them and job evaluations;
• accumulation of the knowledge base and information on the performed works;
• accumulation and analysis of statistical information;
• consolidation of services of service divisions, different on functionality, in the uniform systematized directory of services provided on the web portal.

Solutions

Management of service agreements One of tasks which faced a project team was need to provide convenient management of service agreements and customer groups.

Management of service agreements and customer groups is based on use of office reference books "Agreements on the Level of Service". It is possible to attach the signed service agreement to each agreement on the level of service and to configure in it the unique list of services according to the agreement and also to specify a customer group to which this agreement of service belongs.

Feature of implementation of this task is an opportunity to include services of different service divisions in one agreement on the level of service. It allows to simplify considerably work on management and service agreements.

Center of Services portal One of a business solution component of "Akelon of Service" is the Center of Services web portal intended for the organization of interaction between consumers of services and services of service. It is important to note that not only the staff of TsMT, but, in the long term, and external customers can have access to the portal.

Existence in structure of business solution of the web portal allows to address to customer services to employees of TsMT who are not users of the DIRECTUM system. Authorization on the portal is not connected with authorization in the DIRECTUM system in any way, besides for domain users on the portal end-to-end Windows authentication is supported that allows consumers to open the portal needlessly the indication of the credentials (the Active Directories given to an account are automatically used).

The Center of Services portal allows to solve the following problems:

• perform catalog navigation of services and create appeals to services of service on receiving these or those services;
• trace a status of addresses, to timely obtain information on a work flow on addresses;
• exchange messages with services of service, answer questions from the staff of customer services, exchange documents.

Access to the portal is provided by means of the web browser. All modern browsers, including Safari are supported that allows to provide access to the portal from the iPad tablet computers and smartphones.

By means of the Center of Services portal the consumer gets access to the directory of services, at the same time in the directory only those services behind which the consumer has an opportunity to address according to the agreement on the level of service used for it are displayed. Feature of the directory is grouping of services in life situations that allows to avoid in formulation of names of services of technical terms and to create the directory in an intuitive type and in language, clear for the ordinary user.

After the choice of a life situation the list of the services relating to this life situation is displayed. For each service in a system the unique form of the address can be configured. This opportunity allows to configure flexibly forms and, eventually, to request from the customer of service the most complete information for high-quality and timely rendering service.

During creation of the address via the portal the consumer has an opportunity to attach any number of documents to the address. Important feature is support of validation of filling of fields of a form and also a possibility of setup of the choice of field values from reference books of the DIRECTUM system.

All addresses created by the consumer remain in his personal account and are available in the form of the list. Each address has a status on which it is possible to monitor work flow on the address. In the list sorting according to any of columns and also according to the list of addresses can be applied it is possible to perform search.

For each address on the portal the tape of actions is provided. All questions and messages which arrive to the customer of service from service of service are included in the film. The consumer can directly answer questions from services of service on the portal, adding the message to a tape of actions. The address of the user In the same way the consumer can give in service of service the additional information according to the address and send any documents.

After completion of works on the address, to the consumer the request for closing of its address comes to his personal account on the portal. Using a request for closing control of results of execution of works and quality evaluation of providing service is exercised.

Registration and processing of addresses The consumer has an opportunity to address to services of service behind receiving service in several ways:

• create the address through a personal account on the portal;
• send the message with a request for receiving this or that service in e-mail;
• call by phone.

If the consumer creates the address through a personal account on the portal or sends the e-mail with a request of receiving service for the e-mail address of service of service, the address is registered automatically. For registration of the addresses arriving by phone in a system it is provided special a component, allowing to register and classify quickly with the minimum labor costs the telephone address.

For increase in extent of automation of work of service of service for registration of addresses in a system 2 mechanisms of integration were implemented:

• integration into e-mail for automatic creation of the address at receipt of the incoming letter by e-mail to the address of service of service (with support of the different e-mail addresses for the different "first lines");
• integration with the system of audioregistration for automatically creation of the address at record of the telephone address from the consumer on the answering machine. Record of the telephone address of the consumer is put to the created address.

Approval of addresses One more feature of a system is the possibility of setup of automatic start of any standard route (business process) at receipt in service of service of the address for this or that service.

In crayfish of the project the standard route "Approval of the request in service of service" which was used at receipt of the address on services for providing which was developed approval of the direct consumer guide, created the address was required.

After the consumer of services of service created the appeal to service of service via the Portal, the address is automatically transferred to the status "Waiting". The Head of Department of the consumer is found and to him the task on approval of the request is created. The head has an opportunity to look at all information on the request to make the decision. After consideration of the request there are two options of task performance: "Is approved" and "rejected". In case of the choice of option "Is rejected", the consumer is notified by mail on a rejection of the request by the head of his department, or if the consumer is automated, is notified in the DIRECTUM system. If the head performed a task with result "Is approved", then the address is transferred to the status "In Work" and comes to work in service of service. The consumer is also notified that his address underwent approval at the management by mail, or in the DIRECTUM system.

Distribution and control of execution of works For convenience of distribution of addresses from consumers of services of service the mechanism of automatic classification of addresses and purpose of responsible is provided. Responsible for the address performs the organization of execution of works for the address, distribution and works monitoring within this address using dresses, interaction with the consumer of services of service.

Feature of implementation of this process is the mechanism of issue of dresses. This mechanism allows to create a dress on accomplishment of specific works within the general request including in other service division. For the organization and control of execution of works on the order in a system the standard route "Execution of a dress" is implemented.

After the actionee of works on the address creates a dress, sets the term of execution of works and sends it to work, to the contractor the task for execution of works according to a dress arrives. In the text of the task which arrived to the contractor the description of required works and term on their accomplishment is recorded. After execution of works the contractor enters to the parameter of a task of a labor cost and executes it. Responsible the task control within which it can accept works and put down a mark for quality of execution of works, or send back a dress for revision arrives.

Interaction of service divisions Thanks to the fact that several service divisions use one automation system of work of services of operation there was an opportunity to transfer addresses of consumers between divisions in a system and to organize execution of works, the areas of responsibility of service divisions which are on a joint.

One of tasks was need to ensure independent functioning of several divisions in one automation system of work of services of operation. For accomplishment of this requirement the decision to develop the mechanism of differentiation of access rights to objects of a system and to records of reference books was made. This mechanism allowed to implement access for employees of service divisions only to those records of reference books who treat their department, and the field of visible records of reference books depends on provision of the employee of service of service in organizational structure of TsMT.

Results

Its implementation in two stages became important feature of this project. At the first stage a system was implemented in Department of information science and communication, system testing and trial operation was held. Thanks to active participation of specialists of the customer in the course of system testing and to very responsible approach to carrying out trial operation, already at the first stage of system implementation it was succeeded to correct implementation of some processes in a system for increase in convenience of its use. Duration of testing and trial operation at the first stage was 3 weeks. After a successful completion of the first stage of the project the second stage within which a system was replicated on two more service divisions was initiated. After setup of a system under requirements of the customer trial operation was carried out within two weeks.

As a result of project completion, TsMT received in the order the system allowing to automate work of the divisions rendering internal services according to addresses of staff of TsMT.

For the fastest adaptation of staff of TsMT to work in a system, specialists of Akelon company provided large-scale training: 2 persons were trained in administration of the module "Akelon of Service", 4 work seminars in a system which visited more than 60 people were held. More than 100 were trained at the regular seminars held during trial operation of a system. These seminars were devoted to analysis of standard and non-standard situations against which users come up during use of a system.

In the project progress integration of the DIRECTUM system with the system of audioregistration SPRecord for record of the addresses arriving by phone was executed. This integration allowed to process the calls arriving on the answering machine of service of service and to create addresses on their basis.

At the time of completion of trial operation most of employees of the divisions providing services were in a varying degree involved in work with a system and the most part from them estimated effect of implementation as positive. During trial operation in a system more than 1400 addresses and more than 900 dresses were created. By the time of completion of trial operation in a system 130 users actively work.

Prospects

Even before project completion of system implementation of automation of work of services of operation "One window" the following project which purpose is automation of work of younger technicians using the terminal was initiated.

The next plans are scaling of business solution on rendering service support on divisions of service and providing access to services of TsMT to external consumers.

Impressions

Usachev Dmitry Valeryevich, the deputy manager of department of information science and communication of TsMT, so comments on the project: "Project implementation of system implementation of automation of work of services of operation "One window" only came to the end, but already now it is possible to tell that in general we remained are satisfied with results of implementation. Personally an opportunity to control and trace running state of works on all addresses which come to department and is very important for me a system gives me such opportunity. I think that a system will be actively used by our employees, already now there is a considerable daily gain of number of the registered addresses. Further we are going to initiate the following project which purpose is automation of younger technicians. Further it is going to scale a system on other divisions of service of TsMT. Gradually we are going to integrate work of all divisions which are engaged in ensuring smooth functioning of all objects of TsMT in a single system of automation of work of services of operation and also to provide external services."