1. The Journey to a Digital Office
Presented by: Vani Visva
May 17, 2016
Banff Centre

2. Presentation Overview
Introduction to FST
Paper and Storage problem
Technology Solution –phase 1
Passport Program
Paper and Process problem
Technology Solution –phase 2
Future
Save sorting, removing paper clips etc

3. Who are we?
Family Service Toronto is a 100-year-old city-wide social service agency

4. Why e-document management?
Central office move to a new location
Lots of paper – client, financial, and human resource records dating back to 1990s
Record retention requirements
Client records 10 years, Financial records 7 years
Real estate in Toronto is expensive

5. Technology Solution -Phase 1
Digitized all essential paper records
Purchased Docushare for storage and easy retrieval
Provides life cycle management function to purge
Less filing cabinets and less space for storage, limited technology capacity, funding challenges and move!
About 500 bankers boxes
12-month process to go fully live

6. Current State
Desktop scanners for receptionists with NSI auto store and integrated with Docushare
Staff use multi-function printers to scan
Connect key integrates with Docushare
One touch
Authentication
Select group
Text-searchable PDFs
Client databases link to Docushare – one point access

7. Cloud Hosting
FST Docushare is hosted in private cloud through Process Fusion Inc.

8. Passport Program
Province-wide program funded by Ontario Ministry of Community and Social Services
FST is lead agency for Passport program in Toronto
Helps adults with a developmental disability to participate in their communities
Also helps caregivers take a break from their caregiving responsibilities
3,000 families and $30M in funding and growing

9. Purchase of Services (POS)
Passport provides funding for client purchase of services
Each family has its own approved budget
Clients submit their POS invoices with backups to FST for reimbursement
FST ensures the money is spent appropriately

10. Passport POS Paper Process
Thousands of POS invoices and receipts for processing in a month
Paper and electronic – mail, in person, and fax
Everything is printed and checked
Distribution for approvals and follow-up
Eligible POS forms keyed into our CRM
20% of forms have errors and questions
10% require manager’s approval
Eligible POS paid via EFT or cheque
POS forms and backs ups are scanned into docushare and then shredded

11. Technology Solution –Phase 2a
Required two separate software
Abby Recognition Software
XPA or e-form
Save sorting, removing paper clips etc

12. Abby Recognition Software
FST now barcodes POS forms
Input from s, faxes, hardcopies
Converted into text searchable PDF
Integrated with XPA
Paperless solution
Centralized queue system
Save sorting, removing paper clips etc

13. XPA/eform Creates unique ePOS form Integrated with CRM
Auto/manual routing – approvals/rejection etc.
Provides signature/date stamp, audit trails
Improves security and form integrity
Auto routed to Docushare for filing + attachments

14. Benefits Improved business processes Faster processing
Improved accuracy
Improved search functions
Key Performance Indicators
Better client experience

15. Peek into our ePOS form
eFormScreenShot.png

16. Phase 2b Modified ePOS form provides online client access Benefits
Secure access for clients
Online claims for reimbursement
Validation at entry point
Business process redesign and efficiencies
More efficient, less staff time on data entry, faster processing, less enquiry calls

17. Future
FST leading the way to greater digital capacity in Developmental Services sector
Aspire to give online client access to other Passport agencies across the province
FST’s next social enterprise 

18. Thank You!