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Assessor
Assessor
’
’
s Office
s Office
Workflow Systems
Workflow Systems
John Ragan John Ragan Consultant
Consultant -- Colorado Colorado CustomWare
CustomWare, Inc., Inc. Retired Assessor
Retired Assessor –– City and County City and County of Denver
.
John Ragan
John Ragan
20 years with the Denver Assessor
20 years with the Denver Assessor
’
’
s
s
Office
Office
Manager of Personal Property
Manager of Personal Property
Assessments, Deputy Assessor and
Assessments, Deputy Assessor and
Assessor
Assessor
Previously with the University of
Previously with the University of
Denver, and the Federal Reserve Bank
Denver, and the Federal Reserve Bank
Automated Workflow Basics
Automated Workflow Basics
““Taking a manual process and applying Taking a manual process and applying
technology to it in a way that reduces costs
technology to it in a way that reduces costs
and increases speed, reliability and
and increases speed, reliability and
accuracy
accuracy…”…”
““A software tool which allows the A software tool which allows the
organization to develop and manage
organization to develop and manage
business processes
More specifically
More specifically
…
…
Electronic workflow systems are
Electronic workflow systems are
rules
rules
-
-
based electronic document
based electronic document
routing systems that enable users
routing systems that enable users
to process work more efficiently
to process work more efficiently
and more accurately than with
and more accurately than with
paper processing.
Evolution of workflow products
Evolution of workflow products
Workflow products have evolved from Workflow products have evolved from
diverse origins, such as document imaging
diverse origins, such as document imaging
systems, document management systems,
systems, document management systems,
etc, or from vendors of other types of
etc, or from vendors of other types of
automated systems who saw the need to
automated systems who saw the need to
enhance those systems with a workflow
enhance those systems with a workflow
function.
Workflow diagram
Sources for workflow systems
Sources for workflow systems
…
…
Vendors who also provide
Vendors who also provide
valuation software systems
valuation software systems
Vendors who specialize in
Vendors who specialize in
workflow systems which can be
workflow systems which can be
integrated into the valuation
integrated into the valuation
system already in use at an
system already in use at an
assessor
assessor
’
’
s office
s office
Case study in Denver
Case study in Denver
Modest beginningsModest beginnings
Wanted Clerk and Recorder to scan deeds and Wanted Clerk and Recorder to scan deeds and route those images electronically to our
route those images electronically to our
Ownership Change staff.
Ownership Change staff.
CAMA, personal property valuation, and CAMA, personal property valuation, and
administrative software systems already in place
administrative software systems already in place
Aligned our needs with goal of city managers for Aligned our needs with goal of city managers for a citywide document imaging and workflow
a citywide document imaging and workflow
system; offered to be the pilot program.
Denver
Denver
…
…
First intraFirst intra--office workflow step: problem office workflow step: problem
deeds
deeds
First problem discovered: employees First problem discovered: employees
forwarding work anonymously
forwarding work anonymously
Personal property section joins the Personal property section joins the
workflow (already were using online
workflow (already were using online
filings)
filings)
Scan personal property declarations, route Scan personal property declarations, route
the images to the queues of staff members
the images to the queues of staff members
for processing.
Scanning, routing, working
Scanning, routing, working
…
…
Scan deeds or personal property Scan deeds or personal property
declarations
declarations
Route the images of those documentsRoute the images of those documents
Enable employees to do their work by Enable employees to do their work by
viewing the document images
Broader uses
Broader uses
…
…
Not just scanning and routing deeds and Not just scanning and routing deeds and declarations:
declarations:
*creating packets for field work
*creating packets for field work
*generating e
*generating e--mailsmails *time study
*time study
*workflow initiated for one department by
*workflow initiated for one department by
another (i.e., a valuation correction in the
another (i.e., a valuation correction in the
assessor
assessor’’s office causes workflow into treasurers office causes workflow into treasurer’’s s office where a refund is generated)
Appeals processingAppeals processing
Online appeals routed to appropriate Online appeals routed to appropriate
individuals
individuals
Highly automated appeals workflow Highly automated appeals workflow
(Harris County Appraisal District
(Harris County Appraisal District’’s online s online appeals and automated responses with
appeals and automated responses with
calculated offers of adjusted values)
Shared Databases
Shared Databases
In addition to using images of documents, In addition to using images of documents,
skip the document and use shared
skip the document and use shared
databases (Service Oriented Architecture)
databases (Service Oriented Architecture)
An example from Denver: Title companies An example from Denver: Title companies
will electronically route information from
will electronically route information from
their databases directly to the Assessor
their databases directly to the Assessor’’s s Office, bypassing the need for the Clerk
Office, bypassing the need for the Clerk
and Recorder to scan the deeds.
“
“
Ammunition
Ammunition
”
”
-
-
Obtaining budget
Obtaining budget
approval
approval
Arguments, strategies, etc, which can be used Arguments, strategies, etc, which can be used
when seeking budget approval for a when seeking budget approval for a
workflow system: workflow system:
““Upgrade to existing systemUpgrade to existing system””
Possible lower cost if you are an early user of Possible lower cost if you are an early user of
the software. the software.
Other city/county offices can use the same Other city/county offices can use the same
system. system.
“
“
Ammunition
Ammunition
”
”
cont
cont
’
’
d
d
Productivity enhancement study showing benefits Productivity enhancement study showing benefits
of eliminating manual procedures.
of eliminating manual procedures.
Savings on archival/retrieval costs for offSavings on archival/retrieval costs for off--site site
storage of documents.
storage of documents.
New legislation which can be cited as reason for New legislation which can be cited as reason for
acquiring new systems (new valuation tables,
acquiring new systems (new valuation tables,
complicated exemptions, appeals procedures, etc)
complicated exemptions, appeals procedures, etc)
Shift in any existing responsibilities from state to Shift in any existing responsibilities from state to
local
local
Newly elected officials or new I.T. directors who Newly elected officials or new I.T. directors who
want system improvements or consolidated
want system improvements or consolidated
databases, workflow systems, etc.
“
“
Ammunition
Ammunition
”
”
cont
cont
’
’
d
d
Old system is close to obsolete, hard to service, etc, Old system is close to obsolete, hard to service, etc,
and there are significant dangers that would be faced
and there are significant dangers that would be faced
if the system failed.
if the system failed.
Improvement in service by completing tasks more Improvement in service by completing tasks more
quickly (timely ownership changes, for example)
quickly (timely ownership changes, for example)
The importance of I.T. support: Assessor should The importance of I.T. support: Assessor should
fully educate their I.T. leaders
fully educate their I.T. leaders
By partnering with I.T., assessors can get in the By partnering with I.T., assessors can get in the
queue for limited resources and have another
queue for limited resources and have another
champion in the budget request process.
The more the C.I.O. knows, the better the The more the C.I.O. knows, the better the
initial estimates will be for the project, initial estimates will be for the project,
reducing possible cost overruns and delays. reducing possible cost overruns and delays.
From the vendor side: Does the vendor have From the vendor side: Does the vendor have
any flexibility in pricing to help the city or any flexibility in pricing to help the city or
county stay within their budget? county stay within their budget?
Questions to ask regarding a proposed
Questions to ask regarding a proposed
automated workflow project
automated workflow project……
Have you conducted a thorough study of your business processes, Have you conducted a thorough study of your business processes,
streamlining them and making them consistent? If you have, are y
streamlining them and making them consistent? If you have, are you ou
thoroughly convinced that your new procedures are exactly what y
thoroughly convinced that your new procedures are exactly what you ou
want to automate?
want to automate?
Has your city or county implemented automated workflow and Has your city or county implemented automated workflow and
integrated it with applications in other departments, or is this
integrated it with applications in other departments, or is this the first the first
time?
time?
If you previously implemented automated workflow elsewhere If you previously implemented automated workflow elsewhere
successfully, can you tap into the internal expert that led the
successfully, can you tap into the internal expert that led the initiative, initiative,
and learn from his or her successes and failures?
and learn from his or her successes and failures?
If this is the first time, do you have highly skilled IT staff tIf this is the first time, do you have highly skilled IT staff that hat
understand the complexities of system integration and workflow d
understand the complexities of system integration and workflow design, esign,
and who know the vendor
and who know the vendor’’s product at the necessary level of detail? s product at the necessary level of detail?
Do you have the IT resources necessary to handle the workflow Do you have the IT resources necessary to handle the workflow
implementation and integration, as well as the design review, in
implementation and integration, as well as the design review, interviews terviews
and testing with key staff, and training, in addition to their c
and testing with key staff, and training, in addition to their current job urrent job
requirements?
requirements?
Are you flexible with regard to the project completion date? Is Are you flexible with regard to the project completion date? Is it it
acceptable for the project to be slowed by other priorities or d
acceptable for the project to be slowed by other priorities or design flaws esign flaws
that are discovered during the process?
Your employees
Your employees
Employee response to implementation of Employee response to implementation of
workflow can vary (by age group, or by
workflow can vary (by age group, or by
tenure, technical sophistication, etc)
tenure, technical sophistication, etc)
Involve employees, or representatives from Involve employees, or representatives from
employee groups, when holding planning
employee groups, when holding planning
meetings for the workflow system
meetings for the workflow system
Information sources
Information sources
San Diego County AssessorSan Diego County Assessor’’s Office Project Case s Office Project Case
Study:
Study:
http://www.ecmconnection.com/downloads/detail http://www.ecmconnection.com/downloads/detail
.aspx?docid=a78900ce
.aspx?docid=a78900ce--f5abf5ab--49094909--a2dda2dd--0324094664d40324094664d4
Solano County Budget Proposal and Justifications: Solano County Budget Proposal and Justifications:
http://www.solanocounty.com/propbudget/pdf/U http://www.solanocounty.com/propbudget/pdf/U
1140.pdf 1140.pdf
Article on workflow basics and functions: Article on workflow basics and functions:
http://www.gonzobanker.com/article.aspx?Article=246 http://www.gonzobanker.com/article.aspx?Article=246
Workflow Management Coalition: Workflow Management Coalition:
http://
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