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NCSC Business Process Automation Case Studies

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NCSC Business Process Automation Case Studies BUSINESS PROCESS AUTOMATION CASE STUDIES National Center for State Courts September 16, 2013 NCSC Project Staff: Lawrence P. Webster John T. Matthias © 2013 National Center for State Courts This document was prepared under State Justice Institute (SJI) Grant SJI-11-P-085. The points of view and opinions expressed in this document are those of the authors, and do not necessarily represent the policy and positions of the State Justice Institute. The National Center for State Courts grants the State Justice Institute a royalty-free, non- exclusive license to produce, reproduce, publish, distribute or otherwise use, and to authorize others to use, all or any part of these documents for any governmental or public purpose. ii TABLE OF CONTENTS Executive Summary ................................................................................................................................. 1 Introduction ............................................................................................................................................ 3 Part i: Learning from the Private Sector ................................................................................................... 5 History & Background of Private Sector Tools and Techniques ............................................................. 5 Human Productivity and Management Innovation ........................................................................... 5 Operations Research and Operations Management ......................................................................... 5 Capability Maturity Model ............................................................................................................... 6 Applying Private Sector Theory to Courts ............................................................................................. 8 Organization and Structure .............................................................................................................. 9 Management Control ..................................................................................................................... 11 Technology and the Courts ................................................................................................................ 12 Case Management Systems ........................................................................................................... 12 Reduction of Operational Costs...................................................................................................... 13 Business Process Automation ........................................................................................................ 14 Part II: Case Studies ............................................................................................................................... 19 Phoenix Municipal Court ................................................................................................................... 19 Overview ....................................................................................................................................... 19 Background ................................................................................................................................... 19 Unique Characteristics ................................................................................................................... 20 Exemplary Techniques and Best Practices ...................................................................................... 25 Remaining Issues ........................................................................................................................... 27 Key Players .................................................................................................................................... 27 Michigan Court of Appeals ................................................................................................................. 28 Overview ....................................................................................................................................... 28 Background ................................................................................................................................... 28 Unique Characteristics ................................................................................................................... 30 Exemplary Techniques and Best Practices ...................................................................................... 31 Remaining Issues ........................................................................................................................... 35 Key Players .................................................................................................................................... 35 Judiciary of Puerto Rico ..................................................................................................................... 36 iii Overview ....................................................................................................................................... 36 Background ................................................................................................................................... 36 Unique Characteristics ................................................................................................................... 37 Exemplary Techniques and Best Practices ...................................................................................... 41 Remaining Issues ........................................................................................................................... 45 Key Players .................................................................................................................................... 45 Part III: Exemplary Techniques and Best Practices .................................................................................. 46 Organizational Structure .................................................................................................................... 46 Business Analysts ........................................................................................................................... 46 IT Staffing ...................................................................................................................................... 47 Operations Management Considerations ........................................................................................... 47 Operational Focus .......................................................................................................................... 47 Business Process Discipline ............................................................................................................ 48 Quality Management ..................................................................................................................... 48 Performance Metrics ..................................................................................................................... 49 Case Management System Characteristics ......................................................................................... 50 Process Model ............................................................................................................................... 50 Case Properties .............................................................................................................................. 52 Business Rules ............................................................................................................................... 52 Case State Queues ......................................................................................................................... 52 Case State Sensitive CMS ............................................................................................................... 53 Business Process Automation Support ........................................................................................... 54 System Development Methods .......................................................................................................... 55 Top-Down and Bottom-Up ............................................................................................................. 56 Start with the Work of Judges ........................................................................................................ 56 Case Management System Standards ............................................................................................ 57 Business Process Automation Tools ............................................................................................... 58 Integration Issues .......................................................................................................................... 59 Conclusions ........................................................................................................................................... 60 Glossary ................................................................................................................................................ 62 Bibliography .......................................................................................................................................... 66 iv Business Process Automation Case Studies September 2013 EXECUTIVE SUMMARY The National Center for State Courts (NCSC) is pleased to present Business Process Automation Case Studies. This document is part of the NCSC’s initiative
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