Mobility for Customer Engagement and Employee Productivity

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 democracy.
    • Defending human rights.
    • Multidimensional security.
    • 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. 

http://www.oracle.com/us/corporate/press/423269

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.

  • OAS/SAF/DOITS was 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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