Situation

Department of Natural Resources and the Environment (NRE, formerly known as DPIPWE) faced major operational challenges due to outdated systems managing security access and record management. These antiquated systems made it difficult for staff to efficiently manage data and adhere to governance requirements. The complexity of managing access controls and ensuring compliance with data privacy regulations hindered the department’s operational effectiveness.

Richard Mitchell, NRE Director, Digital and Data Services, explains the challenge: “We had several key business applications we needed to integrate with our record management system to ensure compliance. Meanwhile, the IT landscape is changing all the time. We were introducing Microsoft Office 365 to make it easier for our remote offices to engage across our enterprise information systems environment. As an organisation, our ICT strategy is for a cloud-first approach and we just could not leverage any of these opportunities with the current record management tool set.”

NRE needed a solution that would streamline these processes, introduce a modern, user-friendly, cloud-based record management system, and integrate smoothly with its existing business systems.

To address these challenges, NRE turned to iCognition who has over 20 years of expertise in system integration and transformation.

Task

NRE’s task for iCognition was to:

1. Implement a modern, secure Enterprise Content Management (ECM) that improved security access management and ensured compliance with strict data privacy regulations.
2. Migrate critical data from legacy systems seamlessly without disrupting daily operations.
3. Integrate the new system with multiple business applications to streamline workflows and enhance overall system usability for staff.

The solution needed to simplify access controls, improve usability, and ensure NRE met its governance and compliance obligations.

Action

iCognition took a systematic approach to overhaul NRE’s systems by focusing on integrating a new, cloud-based records management system that would address the department’s key challenges.

1. System assessment and solution design
   iCognition began by conducting a comprehensive assessment of NRE’s existing systems, workflows, and pain points. The solution recommended was the Ingress Content Services Platform, a cloud-based platform hosted on Microsoft Azure’s AU Central infrastructure. The platform was chosen for its compliance with stringent cybersecurity and data privacy regulations.
2. User friendly workspace access
   General users access the system using the Ingress Workspace interface to make it easy for them to discover, access, gather, and share information from Content Manager.
3. Systems integration for enhanced access control
   A key component of the project was simplifying security access management. iCognition integrated Ingress with an identity management solution to enable role-based access controls. This ensured that staff had secure, appropriate access to the right information while maintaining scalability for future user permission changes. This integration streamlined administrative workflows, making it easier for the department to manage and control user access securely.
4. Integration with business systems
   iCognition integrated Ingress with NRE’s existing business systems to streamline workflows. Key integrations included:
   • Power Automate & Content Manager workflow: iCognition automated multiple ministerial processes by capturing specific emails from shared mailboxes. This initiated workflows in Content Manager, accessible through the Ingress Workflow interface.
   • Location sync: iCognition implemented automated user provisioning by syncing roles in Content Manager using data from the HR system, streamlining user access management.
   • Metadata and document sync: This automated the process of attaching relevant documents based on metadata from emails arriving in Outlook, reducing manual errors and speeding up workflows.
5. Data migration from legacy systems
   A critical aspect of the project was the migration of data from NRE’s on-premises Lotus Notes system and other legacy systems. iCognition carefully planned the data migration to ensure the integrity of sensitive records and maintain operational continuity during the transition.
6. Workflow automation
   iCognition introduced extensive workflow automation, particularly for ministerial processes, ensuring governance and security at the highest levels of the department. Automated workflows reduced manual intervention, increased efficiency, and allowed staff to focus on higher-value tasks.
7. User Acceptance Testing (UAT) and training
   A UAT program was launched to validate the system’s functionality and ensure it met operational needs. Real-time feedback from NRE staff allowed iCognition to make iterative adjustments, fine-tuning the system to optimise usability and compliance.

Result

The successful integration of Ingress into NRE’s operations had transformative results:

1. Improved security and compliance
   iCognition’s integration of role-based access controls dramatically simplified the management of security access, while ensuring the system adhered to stringent privacy regulations. This enhanced security framework allowed NRE to protect sensitive data without compromising usability. All records are now fully controlled and easily accessed within Ingress. They are managed in compliance with AS/ISO 15489 as well as ISO 16175, following all requirements for records held in electronic office environments.
2. Seamless system integration
   The smooth integration of Ingress with NRE’s existing business systems resulted in more streamlined processes while also increasing usage to over 25,000 workflows per annum. Key workflows, such as the ministerial approval process, became more efficient through automation, reducing manual tasks and improving decision-making.
3. Efficient data management
   With the successful migration to a cloud-based platform, NRE’s records management became more efficient and scalable. The migration preserved the integrity of millions of records, ensuring seamless operations during the transition. Staff were able to quickly adapt to the new system, thanks to iCognition’s user-focused training and UAT program.
4. Increased organisational efficiency
   The automation of routine administrative tasks and workflows allowed NRE staff to focus on core responsibilities, leading to higher productivity and better management of Tasmania’s natural resources. The streamlined processes improved decision-making and allowed for faster responses in key areas of governance, even though the number of workflows exceeded 25,000 annually.  Patsy Makarewicz, CIS Senior Technical Officer said “This solution gave us the ability to promote productivity and streamline service delivery. We were able to deliver five core Ministerial workflow templates that not only streamlined our processes but provides us the ability to produce reports to track the management of workflows to and from the Minister’s office. With over 2000 workflows created and completed per month throughout our agency, the improvements provide greater flexibility and simplify processes. The agency’s partnership with iCognition, with providing a user-centric interface in delivering a dynamic content workflow has meant we can deliver a better efficiencies and user experiences, and something we can build on moving forward.”  For more detail on the workflows check out Patsy’s presentation to the Micro Focus (now OpenText) Information Management & Governance Forum 2022 go to Micro Focus IM&G Forum 2022 | 7-8 September 2022.
5. High user adoption and satisfaction
   iCognition’s emphasis on user experience, coupled with role-based access and simplified workflows, led to high user adoption rates. Staff found the system intuitive, leading to fewer errors, better compliance, and more efficient day-to-day operations.

“Ingress (formerly EDRMSaaS.Cloud) is designed with the user in mind,” says Mitchell. “Staff were quickly able to understand how to use the system and easily access their records and documents. Small and remote office and mobile users are fully supported by delivery of the service to any device, at any time.”

Conclusion

Through user friendly solutions and strategic systems integration, iCognition successfully transformed NRE’s outdated security access and records management systems. The Ingress Content Services Platform, integrated with NRE’s business applications, provided the department with a scalable, secure, and highly efficient solution that met both governance and operational requirements.

Mitchell concludes: “Content Manager is at the core of our cloud-enabled record and document management and forms the engine of all our record keeping requirements. Most people are interacting with it via iCognition interfaces, including the workflows. This user friendly solution, fully managed by iCognition to ensure it remains optimised, secure, fast, and robust, leaves us free to focus on our core business of looking after our natural and cultural heritage. It’s a good result all round and has kept the Secretary happy. iCognition have been wonderful partners to work with.” 

The collaboration between NRE and iCognition not only modernised the department’s systems but also positioned NRE for sustained growth and innovation in managing Tasmania’s natural resources. iCognition demonstrated its expertise in user experience design and systems integration by delivering a high-performing, compliant solution that improved efficiency, compliance, and user experience across the department.

A presentation by Richard Mitchell explaining the solution can be found on our Youtube channel.