San Mateo County Agency Uses Stellent to Improve Service

Employees now easily stay current on regulations, manage changes in government policy and streamline information management processes.

InformationWeek Staff, Contributor

October 13, 2005

3 Min Read

San Mateo County's Human Services Agency is improving client service, reducing operational costs and maintaining compliance with government regulations using Stellent Universal Content Management. The California county agency provides economic, employment and health care coverage services to its residents.

"Like most government agencies, we must maintain compliance with a multitude of regulations while keeping our employees informed of government policy changes in a timely manner," said Clarisa Soriano, director of automation for San Mateo County's Human Services Agency. "As a result, we created tremendous amounts of paperwork, emails and forms, and incurred significant costs to manage and deliver this content across multiple offices and service centers. Stellent Universal Content Management enables us to reduce our information management challenges by making content easily accessible via a robust, multi-site intranet."

Stellent Universal Content Management allows San Mateo County to give "ownership" of its intranet content to each of the Human Services Agency's five departments, 20 subdivisions and call center. Specifically, the Agency utilizes Stellent Site Studio, a Stellent multi-site management application that enables each department, subdivision and call center to efficiently create, manage and publish micro-sites within the organization's intranet while ensuring each site complies with corporate brand and navigational standards.

"Because Site Studio empowers each of our departments to easily distribute their own content via the intranet, we have achieved optimal, timely communication across our organization and are better able to serve our clients," Soriano added.

Another key driver behind the Stellent implementation was the need to make the Agency's more than 75,000 case file documents readily available to the county's call center employees.

"We employ 65 call center representatives that require on-demand access to case files when handling service calls. Now, these employees do not have to spend time trying to locate files in various file cabinets and storage areas; they can obtain them instantaneously through the intranet, significantly improving our ability to serve clients," said Praveen Singh, information technology supervisor for San Mateo County's Human Services Agency.

The Agency also uses Stellent Universal Content Management's document management and imaging capabilities to capture and publish paper-based documents, such as forms and case files. Employees simply scan this content into the Stellent system using Kofax Ascent Capture, which is part of the Stellent Legacy Suite. Once scanned, Stellent technology automatically converts forms and case files into PDFs, which are then available through the intranet. In addition to no longer paying to print, copy and distribute these paper-based documents, publishing electronic documents to its intranet enables the Agency to cut costs related to backing up thousands of email attachments each night.

Stellent technology also helps San Mateo County's Human Services Agency keep its more than 900 employees up-to-date on government regulations, such as eligibility requirements for different programs. Prior to implementing Stellent technology, this task was difficult for the Agency because it only had two people who were capable of updating the intranet with the latest regulations -- leading to inefficient distribution of regulatory updates and documents via email. Now, due to the Stellent system's ease-of-use, the Agency has more than 25 intranet contributors, ensuring all employees are aware of even the most current regulations.

"According to representatives from San Mateo County's Human Services Agency, Stellent Universal Content Management's unified architecture is an easy infrastructure to manage compared to other systems, and provides the robust applications, comprehensive features and scalability needed to streamline the process of managing its elaborate multi-site intranet," said Robert Olson, president and chief executive officer for Stellent. "This analysis is indicative of numerous other Stellent Universal Content Management implementations at government organizations in the United States and around the world. We look forward to working with San Mateo County to ensure its continued success."

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