Document Management in Public Administration

Talking about Public Administration is already synonymous with talking about electronic administration, to the point that there are certain procedures - such as the declaration of VAT by companies and the self-employed - that can only be carried out electronically. The volume of information handled by the public sector is enormous and totally unacceptable if it is not based on document management systems, which facilitate both the work of public employees and citizens in general.

The importance of document management in the Administration

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The importance of the organization, control and monitoring of the information that a document management system brings with it is maximized when we frame it within the scope of Public Administration. If years ago, the operational benefits it could bring were already perceived, such as a closer, more agile and personalized relationship with the citizen, with the arrival of new automation and Artificial Intelligence (AI) technologies, they have reached unimaginable heights in the past.

Document management has provided the Administration with the ability to organize administrative documentation in a homogeneous and efficient way, speeding up the execution of many procedures that previously required a lot of time and effort.

By setting up citizen portals, citizens can carry out their procedures in a self-service mode, finding the information they require and directly registering new documents in the system. Thanks to document management, this process is carried out in an unattended manner, referring public employees to functions that provide greater value to both the Administration and the citizen.

Challenges when implementing a document management system in the Public Administration

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Technology matters, but it's not the only challenge that the Administration faces when it comes to implementing a document management strategy. Among the challenges that also arise in their wake are:

· Cultural change. It is essential and must come from the top down. Public employees must be retrained and properly trained for the project to come to fruition. In this sense, the involvement of senior management and their own staff during the implementation of the document management system is essential to overcome resistance to change. After all, there is no one better than officials to know the complexity of each document flow.

· Process Design/Redesign. In the order of actions, what service we want to implement and what data is necessary for this should prevail, not the other way around. Depending on this information flow, new processes must be designed to simplify them, as far as possible, with the incorporation of RPA technologies (Robotic Process Automation). This redesign is crucial both to help citizens complete procedures in a timely manner and to let them know at all times what phase they are in.

· Rationalization and simplification of administrative tasks. This challenge is not only to provide Management with greater agility through automation and AI, but also to reuse resources that it already has. In this way, and as in fact already stated in current regulations, no citizen should have to submit certain documentation such as their national ID or registration certificate —which initiates internal processes—when the Administration can access this information that is already in their possession. Bureaucracy must be relieved.

· Interoperability between Public Administrations (AAPP). Collaboration between the different levels of the Administration and its multiple agencies is essential to be able to provide quality public services. The National Security and Interoperability Schemes, which were developed for this purpose, must be accompanied by a document management system that avoids duplication of documents, eliminates information silos and guarantees the quality of master data in each management.

Benefits of an adequate document management system

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· Documentation security. Much of the huge amount of data that AAPPs handle is sensitive personal information. By implementing a document management system, it is much easier to establish the traceability and monitoring of accesses, ensuring the privacy of documents. Compliance with regulations such as our LOPD (Data Protection Act) or the European RGPD (General Data Protection Regulation) is guaranteed. In addition, having proceeded to the digitization of information and shielding it in the cloud with appropriate security policies is also insurance against physical theft, natural disasters, fires, etc.

· Space saving. The storage and preservation of documents is not a document management process exclusive to the last phases of their life cycle, but it encompasses their entire existence. If all the information to be handled by the Administration were to be stored in physical repositories, the amount of facilities needed for this, with their associated costs, would be extraordinary. The digitization of information and its document management simplifies this conservation in all its aspects, and can be carried out locally (on-premise) Or in the cloud (cloud).

· Accessibility. It's not just anymore That the new models Cloud hybrids allow remote access from anywhere and on any device -which had to be accelerated during the lockdown of 2020 during the pandemic-, but tackling a digitization and document management project in the Administration favors the search for information and access to it in real time. To do this, previously, it will have to be captured and indexed, processes that can now be carried out automatically using Artificial Intelligence (AI) technologies.

· Data-based decisions. Mass data processing (big data) is impossible without an adequate document management strategy. Thanks to this, it is possible to cross-reference information from different sources, which in the case of the Administration may be from other public bodies or institutions, in order to execute certain policies or make decisions. A good example of this document management is the Minimum Living Income (IMV), for which each request is reflected in a file consisting of documents from different levels of the Administration.

· Open Data. The Called Open Data o Open Data is data that is accessible and available to everyone, without technical or legal restrictions. The publication and, in certain cases, anonymization of data is a document management process that can be carried out automatically. Thanks to these Open Data, the Administration is more transparent to the citizen, favoring their democratic control, and innovation is encouraged with the implementation of new public services that are nourished by this data.

Adea document management service

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Providing the Public Administration with efficient document management is not reduced to a technological issue, but rather involves a different way of working. Adea has the experience to tackle large projects in which inefficient processes are identified and new information flows are designed to gain agility and productivity.

Automating an incorrectly conceived process involves automating inefficiencies. Adea works to avoid such situations, complying with all security and interoperability standards and regulations, laying the foundations for a real information society.

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