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Service

OnBase Enterprise Document Management System

Service Manager

Department

Contact

Service Owner

Description

OnBase is the Enterprise Content Management System for SUNY Fredonia. It provides a system wide digital document-imaging infrastructure that when appropriate digitizes administrative records and utilizes technology to increase business efficiencies, and supports a records retention program that provides substantial economic, operational, and legal benefits for SUNY Fredonia. Specific services include the following:

• System - This includes 24x7 up-time, system redundancy, back-ups, web services, archiving, purging, hardware and software maintenance

• Platform – This includes keywords for campus-based ID numbers, records retention, policy, governance, avoiding duplication of records, and procedural-based approached to service requests.

• Account Loads and Security Schema – A role-based access schema for departments.

• Data Loads – Regular loads of AFKWS from Banner and HR databases.

• Workstation - Client and scanner installation, configuration and usage support

• New Development - Facilitation of vendor service requests, if needed.

• New Department Analysis – Consultations with a single department representative (liaison) leading to a plan for documents, keywords, access, licenses, and workflows. This includes planning the transition from paper to electronic documents.

• New Department Implementation – once licenses are procured, implementing new department’s electronic images and workflow (for those who purchase) in production environment.

• Workflow Analysis – Analyze business procedures; create work flow chart, including review by governance group, manager approvals. ITS service involves a high-level analysis of all business procedures and an overall plan before individual workflows are created.

Service Users

SUNY Fredonia staff in the following departments:

• Admissions (Department Liaison = Brenda Eaton)

• EDP (Department Liaison = David White)

• Financial Aid (Department Liaison = Sarah Miller)

• Human Resources (Department Liaison = Jodi Rzepka)

• International Student Services (Department Liaison = Jacob Czelusta)

• President’s Office (Department Liaison = Denise Szalkowski)

• Registrar (Department Liaison = Scott Saunders)

• Student Affairs (Department Liaison = Monica White)

• Graduate Studies (Department Liaison = Wendy Dunst)

User Services

• OnBase gives service users the ability to scan and retrieve electronic documents, which are AIIM certified for electronic document storage’

• Workflow functions are provided to make decisions and organize work.

• Documents can be attached to workflows and Status reports can show current workflow progress. Single sourced documents can be shared across departments.

• Audits of access can be provided upon request.

• Troubleshooting and issue resolution are provided.

• Current modules include document retrieval, workflow, Autonomy Idol (list all here)

• All users are added to the OnBase Google Group to receive messages related to widespread support issues and upgrades.

• Department liaisons are invited to a monthly OnBase User Group (OBUG) meeting.

Business Services

• Document needs assessments and configurations

• Workflow needs assessments and configurations

• Document retention consultations

• Autonomy Idol full text search

Technical Services

• Backups, upgrades and maintenance

• Client installations

• Data Loads

• New module integrations

• Account loads and security schemas

Requirements

Rates / Cost of Use

Getting Started

Business units who’d like to learn more about using OnBase in their area can enter a FredQuest ticket requesting a meeting (Faculty/Staff→Software→OnBase→Consultation)

Availability

The OnBase service is available 24x7. Support for OnBase is available during regular ITS business hours:

• Summer: Monday-Friday 8:00 a.m. – 4:00 p.m.

• Academic Year: Monday-Friday 8:30 a.m. – 5:00 p.m.

Getting Help

All requests for assistance are completed using FredQuest:
https://fredquest.fredonia.edu/

SLA Notes

• Users with workstation issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

• Business units requesting entry into OnBase should plan on 6 months to procure licenses, receive and install equipment, plan documents and keywords and add accounts and access levels.

• There are additional timeframes for inclusion of workflow processes. These are specific to the needs of your department and can be estimated by the PMO during your planning stage.

What is not included:

• Scanner maintenance

• Scanner repair

• Support for multiple department liaisons

• Non-approved scanners

• Informal support

Business Procedures

The business procedures for OnBase are located here:

• \\DMFS1\OnBase\Documentation

Change Procedures

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Installation

Description: Client PC and Scanner installs

Name: User, Business Services

Description: Front end user services for end users.

Name: Technical Services

Description: System Maintenance, backups, data loads, etc.

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