Effective information management keeps Potchefstroom ahead of the pack

A year after implementing a Web-based document management, workflow and portal solution developed by Johannesburg-based software company COSA, the Potchefstroom City Council (PCC) reports the system is running at full steam and has also been rolled out to the senior ranks of the council.

PCC implemented the COSA Product Suite, a Web-based solution consisting of COSA Portal, COSA Workflow and COSA Documents to automate all the processes in the organisation via a central portal.

All documents are now scanned as they enter the council and the paper documents are then stored in the central archives. The images are saved in PCC`s workflow system and routed to the city secretary, who assigns each document to the appropriate people and departments.

The result is that employees now have access to their documents in real-time, as well as information on where documents are in the institution`s business processes and who is handling them. A complete history is also stored to ensure every employee knows exactly what action has been taken on each document in the past.

"In terms of the man hours required to do a particular job, we have saved countless hours since the project started," says Ben Robbertse, city secretary of PCC. "We experienced some initial resistance from some staff members who were keen to retain the status quo, but once they realised the benefits workflow and efficient document management offered them, there was no stopping them.

"With this system there is no way to hide or blame anyone else for hold-ups or mistakes. The centralised control also enables us to pick up recurring bottlenecks and errors and adapt our training to help staff improve their performance. Our one-to-one training has achieved great results to date, staff understand the goals of the system and their jobs, and they are motivated to make a difference."

The real advantage of the document management and workflow system is in the service PCC can now deliver. Should a member of the public call in with an update to or a query about a letter they sent in, the person handling the call can instantly view an image of the letter as well as a report of all responses and decisions made as a result of it. Images of replies or other documentation associated with the letter will also be available at the same time. If the query is still under consideration, the system will note this and the person dealing with it.

"I can`t see how municipalities and local governments can fulfil their function to the standards demanded by government without a document management solution," states Robbertse. "Efficient service is all about how one manages your documents.

"I would say that a Web interface to the application is also a must," Robbertse adds. "Using a browser as the front-end ensures that anyone can use the application (as long as they have the appropriate security authorisation), even when working from home or from a hotel room while on a business trip."

One of the improvements to the system over the past year has been the ability to include resolutions from the mayor and the executive committee. The new tool makes provision for management notes, problems and resolutions to be submitted into the system. Should a query arise or should someone need to see what specific information was submitted in the process of making a decision, a click of the mouse will deliver a report of the specific resolution and all related data.

In addition, should there be a need to gather all the information pertaining to a specific subject, such as all documentation submitted in response to a request for information, a search can be initiated to deliver this information instantly.

This instant availability of information can also be used during decision-making meetings. A large screen has been installed in the council`s meeting room to allow management to call up minutes of previous meetings or research studies they may require immediately. This speeds the progress of meetings as issues no longer have to be left for another day while someone is sent to look for information; it is all instantly available for all to see.

Robbertse does note, however, that the biggest benefit PCC has seen from the COSA installation is a dramatic increase in worker productivity. "The council`s service delivery has been enhanced tremendously because all our information is readily available when needed, and after all, we are only here to provide a service to our customers, the public. The COSA solution aids us in taking better care of our information and enables us to deliver a better, faster service than ever before."