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Mobility for Customer Engagement and Employee Productivity

Guest Author

In this week of celebrating independence, we’ll be focusing on mobility in the enterprise. Independence from the office and wired connectivity requires looking at new ways to increase productivity, efficiency, and
communication. We'll be hearing from Oracle partners and clients that are showcasing innovative uses of Oracle WebCenter and a
variety of mobile technologies.

According to CIO magazine in their recent State
of the CIO
Survey, 67% of CIO’s surveyed stated that increasing employee productivity
is their top priority for 2011. But... as Gary Beach noted in his interesting piece last
week, “The
Dawning of the Age of Mobility
”, in fact, all of CIO’s major priorities for
2011 involve mobility enablement in some way.

To start out the week, we’ve invited Carolina
Franco of The Organization of American States as a guest contributor. The
Organization of American States uses Oracle ECM Suite as a case management tool
to manage human rights petitions.
Carolina is
a Senior IT Project Manager at the OAS; she has worked at the OAS for 10 years.
She’s responsible for the design, development, configuration, and
implementation of current and future OAS Enterprise Content Management systems.
She also advices the CIO on topics such as decision-making process for
selecting software components and makes recommendations on systems development
strategy. She holds a Master of Science degree in Information Systems from
Johns Hopkins University.

The Organization
of American States (OAS) is the oldest regional intergovernmental organization.
The OAS is composed by the 35 countries of the Americas continent. The mission
of the OAS is focused on: 

    • Promoting
    • Defending
      human rights.
    • Multidimensional
    • Foster
      integral development and prosperity.
    • Supporting
      inter-american legal cooperation.

Since 2008, we’ve been using Oracle
Enterprise Content Management Suite to deploy an integrated solution of a
Document and Case Management System for the Inter-American Commission on Human
Rights (IACHR), a principal, autonomous body of the OAS, in order to automate
the processing of petitions and cases related to human rights violations in the
Americas, which include the 35 member countries.

Our strategy is to have a central repository for all documents of the
Organization so they can be managed in a structured way and to have a layer of
applications or views that will access the data differently and will present it
to the final user depending on their needs. In this sense, the Oracle
Enterprise Content Management Suite is aligned to our strategy.

Mobile approvals enabled by iPads

Due to the high amount of letters that the
Executive Secretary has to sign on a daily basis, the IACHR requested the
ability to sign letters using a mobile device (iPad). The Executive Secretary
needed to access the information remotely and also needed to sign letters
whenever he is away from headquarters. Currently the Executive Secretary
of the IACHR is using his iPad to review and sign official letters. These
letters are being sent to petitioners and to the Ministries of Foreign Affairs.

There were also security requirements in terms of
assuring that documents and related information were not compromised if the device was lost or stolen, and assuring that the communication from and to the device is
secure, in order to avoid sniffing attacks or/and man in the middle attacks in
public Wi-Fi internet access. 

Our current implementation
involves access through VPN SSL to an ASP.NET application developed in house
that uses ORACLE UCM as the core platform to perform documents operations and
access control.  The Executive Secretary of the Commission connects to the
application through the VPN SSL and is able to see his pending list of
documents and completes the workflow using the digital signature functionality.

This solution that involves VPN
SSL + Oracle UCM has added a tremendous value to Senior Management, enabling
them to work remotely, avoiding delays and bottlenecks. Another important
benefit of having the mobile capability is to minimize the changes to the
security privileges and re-routing of existing correspondence because most of
the approvers and people in charge of signing official letters are constantly
on business trips. Also the Executive Secretary now has the availability of
consulting remotely for key information regarding a petition that he can use when
discussing a case or defending a position.

For the future, we are analyzing the feasibility
and value added of deploying a native
app for mobile devices to execute
the electronic signature process. Also we are exploring new standards like
HTML5 to allow
offline access and local storage. 


This award-winning implementation of Oracle Enterprise
Content Management Suite, executed by OAS/SAF/DOITS, has received recognition
from the following organizations:

  • The 2011 Computerworld
    Honors Program Laureates list which recognizes the achievements of the
    men, women, organizations and institutions around the world whose
    visionary applications of information technology promote positive social,
    economic and educational change.

  • OAS/SAF/DOITS won the 2011
    Carl E. Nelson Best Practices Award in the category of medium-sized
    organizations. The competition is organized by the Association for
    Information and Image Management (AIIM), a nonprofit organization in the
    U.S. information management sector. The award recognizes the leaders, the
    innovators and dedicated members of the AIIM community.

    nominated as a finalist for the 2011 Excellence.gov Awards given by the
    American Council for Technology and Industry Advisory Council (ACT-IAC), a
    public-private nonprofit whose mission is to advance the business of
    government through the use of information technology

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