Process

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     From pre-installation assessments, hardware and software configuration, to installation, review and testing, IOS leaves no stone unturned. Before we hand over the reigns, you’ll know the system works. Even after the last issue is resolved IOS is just a phone call away. Through our toll-free help desk, clients have access to our world class support personnel. With IOS you, and your documents, are never alone.

     IOS has a process that is followed for every system implementation. The process was designed to ensure knowledge transfer, control project creep, provide change management and allow for successful completion of each milestone. The steps are shown in a diagram followed by descriptions.

Step 1: Pre-Installation Activities
      For each new system, a project team is assembled. The first member of the team is the Account Representative who has worked with the client through the survey and system design. The next member is the Project Manager. The Project Manager reviews the proposed system with the Account Representative and then selects the final members of the team, the System Engineer and the trainer. The project team then works together to create the project file. A large component of this file is the system packet. This packet contains the initial description of the system to be installed, including:

• What is the goal of the system? What are the project milestones and what criteria will be used to measure success?
• Which software components with how many concurrent users each?
• What hardware is involved (servers, input, storage, workstations, etc.)? What are the minimum and recommended specs for each?
• What is the design of each application (index fields, input strategy)?

     When the packet is complete, a meeting is scheduled with the client to review the packet, discuss a training plan based on the experience of the user groups, and review the installation plan, meaning dates for installation, training, inspection and transition to support mode. The client is given a copy of the working system packet along with a calendar outlining the dates established.

     Following the meeting and final approval of the system plan, the hardware and software are ordered.

Step 2: Equipment and Software Inspection
      As hardware and software arrives at an IOS facility the components are configured and tested by the system engineer assigned to the project. Any software or hardware issues can be resolved prior to commencement of on-site installation.

Step 3: System Installation
      On-site installation follows the pre-installation activities and component inspection. This time can be hands on for the client, providing an additional opportunity for training, or the system engineer can work independently, with the client learning system administration during the formal training that follows the system review. Below is an outline of the typical system installation:

• Phase 1: Installation and testing of server components, application creation, creation of user and groups for testing, storage installation and/or configuration and the configuration of backups.
• Phase 2: Installation and testing of desktop software
• Phase 3: Installation and testing of scanners and scanning software.

Step 4: System Review
      Following installation, the system engineer reviews the components of the imaging system with the client’s project lead against the system packet to ensure both parties agree the installation is complete and functioning as anticipated.

Step 5: Training
      The standard training program is separated into two main class groupings, admin and end-user. The duration of training depends on the number of users and how classes are structured. IOS works with each of its customers to customize training to meet their needs. All training is active with trainees working hands on at the workstation or server (for admin) as they are led through each topic.

     The classes are segmented to allow users to step-in and out based on their future system use. For end-users, typical segments are as follows:

• Batch Scanning
• Indexing
• Retrieval with the Thick Client
• Web Retrieval
• Power User
• Train-the-Trainer

     The input training is a ½ day class covering all aspects of batch scanning, QC, and indexing (automated and manual). This class is usually limited to 3 students per session, thus allowing us to achieve a desired level of instructor/student interaction and maximizes each student’s hands-on time.

     The next classes in the end user training series are geared towards the retrieval only user and are separated by web and client/server. This 1 ½ - 2 hour class covers all search, view and print functionality of the software. We usually limit this class to 6 students, again, depending on the needs and skill sets of our client’s personnel as assessed during the survey and pre-installation meeting.

     The power user training is a full-day covering input, retrieval via web and client/server and an in-depth study of all available features, toolbar buttons, menu commands, and configuration options.

     The train-the-trainer program is similar to the power user training but in addition to the full day of review, the trainees then spend a second day, training the IOS team and responding to frequently asked questions to verify knowledge transfer.

     Administrative training is typically a full day class, taught on-site with a maximum of 2 students. For some installations, the administrative training is separated into two segments, one for the daily system maintenance and one for the person who will be responsible for working with end users to create new applications, manage users and groups, etc. as the system grows.

     During the pre-install meeting, the IOS project manager and trainer works with the client to determine the best mix of classes for the environment and who should attend which. The trainer, certified on the software suite, then assembles a team based on the class mix and knowledge level of the users.

     With each training segment, both admin and end-user, the users are given a custom manual created by IOS, showing step-by-step procedures. The manual is provided in hard copy and on CD. In addition to the materials provided by IOS, full software documentation, with Quick Start Guides, is included on CD.

Step 6: Acceptance Testing
      When training is complete, the Director of Customer Service interviews the project lead and representatives from the user community. The purpose of the review is to uncover any unresolved issues from installation and training, and to survey generally on what went well/what could be improved. This information is used not only to ensure successful implementation of the current system but also to improve the process in general.

Step 7: Transition to Support Mode
      Following the resolution of any outstanding issues relating to installation or training the system in transitioned to support mode. A toll-free number is available to access IOS’ help desk and support personnel.