FNV adopts all-in-one system for legal professionals for efficient and digital collaboration

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FNV, the Netherlands Trade Union Confederation, is the Netherlands’ largest trade union and looks after the interests of nearly one million members with respect to work and income. As an organisation that always puts its members first, FNV needs to be able to provide them with high-quality services. This has been a challenge for FNV since 2015, when four large trade unions (Abvakabo FNV, FNV Bondgenoten, FNV Bouw and FNV Sport) merged to form FNV as we know it today. It was a merger that brought a lot of benefits, but also had a few downsides. One such downside was the use of three different software systems for services such as legal support for members. Needless to say, this was not a very efficient way of working. FNV soon decided to implement a single system to improve collaboration between all employees and to ensure easier access to information. Carla Dijkstra, regional head of FNV’s Individual Interests (‘Individuele Belangenbehartiging’, IBB) division in Groningen, Paula Rehwinkel, regional IBB head in Deventer and Frank Swarte, Sander Schollema and Freddie Zuidberg, key users of the software, here describe the process commencing with FNV’s decision to switch to a single system and culminating in the implementation of Hyarchis Legal.

The challenge

FNV has two divisions: the promotion of collective and individual interests, respectively. “The new software is used only in representing individual interests, i.e. at the IBB division. The IBB division focuses on the individual interests of members when it comes to work and income. Given that we are the result of a merger of four separate trade unions, we suddenly found ourselves using multiple software systems. It was difficult to navigate these and it was almost impossible to share files. Plus, the systems were outdated. Plenty of reason, therefore, for us to switch to a single system that supports us in providing legal services digitally,” says Dijkstra. Before choosing Hyarchis, FNV compiled a longlist and subsequently a shortlist of potentially interesting suppliers. “We embarked on an extensive selection procedure in which we also involved users. They will ultimately be the ones using the software, so we wanted to take their preferences into account as well,” Rehwinkel continues. “Compatibility with our members system (CRM), our financial system, and in the future also with the court system were key requirements. We ultimately want to have a digital record of and for each member in the future,” says Rehwinkel.

Hyarchis and FNV

The IBB division’s day-to-day work consists in handling (legal) files. The employees handling member files have to deal with numerous documents from members on a day-to-day basis, which include letters, emails, court documents, and medical data. It was important for the new system to be able to support the entire file administration process, which includes the document flow. “Hyarchis was best aligned with our work processes, and we therefore opted, together with our users, to further develop the all-in-one Hyarchis Legal system for legal professionals, which we are now calling FNV Legal,” Dijkstra explains. At FNV, the transition from paper to a digital environment is a hot topic. However, going digital did not come easily to everyone. In the end, the idea is for employees to be able to work more efficiently and make it easier for them to take over tasks from each other. And this needs to be possible across all sectors. Paula Rehwinkel: “As FNV, we look after the interests of workers in different sectors. Where our employees used to only have their own ‘package or focus area,’ it is now easier for employees to work across sector boundaries.” At FNV, the process starts with the intake. The CRM system now automatically creates a file in FNV Legal, which is assessed by the work distributors and subsequently assigned to the right available handler. The handler in question then has instant access to the whole file, with the ability to add documents, monitor deadlines and send letters.

Implementation and collaboration

In November 2017, FNV began implementing FNV Legal. This was a phased implementation process, says Dijkstra: “FNV has six regional offices across the country and the software obviously had to be implemented at each one. We started by rolling out FNV Legal at one of these offices, then rolled it out at two more offices two weeks later, while the final three offices went live two weeks after that. We teamed up with Hyarchis and key users for a successful implementation and go-live. The key users are several colleagues (from all offices and with different job descriptions) who will actually be using the software. They test the software, are involved in training and support for colleagues, and play a role in further developing the systems, such as by specifying preferences and requirements.”

Sander Schollema is one of the key users who was closely involved in the project. He points out how important key user involvement is for an implementation process: “The main lesson for us as key users is that we need to ‘get behind the wheel’ of the new software at the earliest stage possible. During testing, we often stumbled on processes that turned out to be awkward to use. This could have been prevented if we, as key users, had been involved earlier.”

Hyarchis and FNV are still in close contact and still have meetings as and when necessary. Although the official project group no longer exists, new releases are still issued regularly. These releases cover high-priority issues that need to be addressed to make FNV Legal more user-friendly. “The transition from working with physical material to working in a digital environment is not only a technical one, it also involves a different way of working for lawyers. A lot of their work was still paper-based, but this is now changing, which will take some getting used to for some. Clear instruction and, even more importantly, continued communication are the key to success,” says Rehwinkel.

The future

FNV Legal has enabled the organisation to switch to a digital way of working at the trade union. All handlers can now communicate on one single platform, where all case details are stored and managed centrally. The software solution comprises an online working environment with modules for customer communications and document management. What’s more, because all documentation is stored in a digital file, lawyers and legal staff working for FNV can take over each other’s work when necessary. For the near future, a new members’ portal is high on the organisation’s wish list, so that members can also access their file and upload documents.

View the GDPR as an opportunity rather than a threat

gdpr

The impact of data collection on our daily lives and our privacy is constantly increasing. This is one of the reasons why something needed to be done at a European level to better protect the privacy of citizens’ data. And that something is the EU General Data Protection Regulation (GDPR), which will come into effect on 25 May 2018. The introduction of this new regulation is making a lot of companies and organisations rather nervous. Hyarchis also regularly receives questions about the GDPR, generally about this in combination with our Document Management System (DMS). Erwin van den Broek, product manager at Hyarchis, discusses this in an interview with privacy lawyer Friederike van der Jagt. If you would like to read the interview, leave your details below and you will be directed to the download page.

 

 

 

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Recording of Hyarchis Document Management 2017 webinar available

Would you like to learn all the ins and outs of the new release of our Hyarchis DMS? In a webinar, Erwin van den Broek, product manager at Hyarchis, will tell you all about the new functionalities and possibilities of Hyarchis DMS 2017. This release centres on the themes of “user-friendliness” and “the web”. In other words, it makes processing and sharing documents even easier than before. We have also taken into account the various target groups who make use of our product, each in their own way. And we have shifted our focus to the web by rebuilding our applications for the browser. Not only does this give users access to the documents any time, anywhere: administrators, too, now have access to the settings of Hyarchis DMS independent of time and place.

This webinar is a must for users and administrators of Hyarchis DMS.

After viewing the webinar, you will know all you need to know about:

  • the new functionality in the Office add-in, like comparing versions of documents, and the Hyarchis Fingerprint;
  • the web-based configuration application (accessed through the browser);
  • the new web client;
  • how you can easily set up complex privileges models using the new group categories.

You can view the recording of the webinar here.

Lessons learned from the conversion specialist

As an IT manager at a financial services provider, how do you get replacement of the document management system onto the CIO’s agenda? It may not exactly be a sexy topic, but it is, nonetheless, quite important when the old system will soon be reaching its end of support, or management is demanding that you cut costs. The very thought of a conversion project may weigh you down, but for the conversion specialist it’s easy as pie. The following five tips will help you find your perfect partner.

Tip 1: Go for total care

When selecting a partner, select one that offers total care so that employees can concentrate fully on migrating to the new system. With Hyarchis, for example, the conversion project runs completely in the background, meaning staff need not worry about interim phases of the conversion and such.

Tip 2: Go for perfect conversions

The only way you can be sure that the conversion will be perfect is if the partner can demonstrate this with best practices. Look for an experienced partner; after all, you don’t want anything bad to happen to your tens of thousands of financial cases and documents.

Tip 3: Go for the right tooling

Due to the enormous volume of documents, a conversion can take up to two full weeks. So it’s essential that if the process is interrupted for example, the system is set up in such a way that, once restarted, the process will automatically pick up where it left off.

Tip 4: Go for certainty

A partner must exude expertise and be certain of its approach. It’s important, though, that your partner is not too arrogant to discuss the specific situation with you and properly test the proposed processes.

Tip 5: Go for savings

One of the requests we often receive is to reduce the number of file formats to just two: PDF and TIF. Hyarchis Convert Server converts everything to these two formats and provides its own viewers in the DMS system, meaning no more having to depend on MS Office and the various versions of Word. This saves on the cost of licences.

If you have a conversion challenge and want to talk to an expert (just talk, no pressure), you can contact us using the form below, or give us a call on +31 (0)88 007 8508.

Document management system conversion projects: easy as pie for the specialist

If it ain’t broke, don’t fix it! There’s no place this quote fits better than in the IT department of a financial service provider, where the IT landscape is often made up of a range of applications working side by side, each of which has been added at a different point over the years. Replacing the document management system is not exactly a sexy topic on the CIO’s digitisation agenda, but the need to do so can be a real worry for an IT manager. It could be that the system will soon reach its end-of-support, or that you, as IT manager, have been asked to cut costs, which seems impossible given the annual maintenance bill. Or it could be that you simply can’t find anyone with the courage to take on such a conversion job.

Hyarchis to the rescue

The trick is to find the right partner. Due to the many exchanges of portfolios between financial service providers, Hyarchis is often approached to handle conversions, i.e. transferring portfolios to the systems of the new party or the new label. A conversion might involve anywhere from 15,000 to 200,000 loans, and millions of documents. Often, the DMS conversion is part of a larger project overhauling the entire primary system.  It’s a great relief to a bank, insurer or mortgage lender when the staff can focus on the migration to the new system, while Hyarchis takes care of everything relating to the files and documents.  And a conversion project happens completely in the background, meaning staff need not worry about interim phases of the conversion and such.

Perfect conversions

Jean-Pierre van de Kruijs, Senior Consultant and a part of the Hyarchis team of conversion specialists: “Whether it’s a conversion, changing an old folder structure to the Hyarchis system, migrating Documentum content to Hyarchis, or replacing the customer’s in-house DMS system, we’ve handled it all. Based on this experience, Hyarchis has developed a conversion method that has proven itself time and time again. And that’s essential too: we can’t afford to have anything go wrong when we’re handling tens of thousands of financial cases and documents belonging to our customers.”

And what is the Hyarchis method exactly?

The first step is to export the entire legacy DMS, which is then saved to a temporary Hyarchis Document Manager archive along with the associated database, ensuring that all documents and data are saved. This is not a process that happens overnight though: it can take up to 14 days. This is due to the enormous volume of course, but also because of the validation process. And no need to worry if the process is interrupted: the system is set up in such a way that, once restarted, the process will automatically pick up where it left off.

From the temporary archive, everything is moved to the new system, though provided with dummy IDs so that the documents and data are not visible in the live system. The system then uses reports to check whether all data matches exactly. Once the necessary checks have been carried out, a conversion weekend with a freeze period is scheduled. Then a delta run is executed: this is an additional export with all the new documents and changes since the initial export. Once this has been successfully completed, the dummy IDs are replaced with the real IDs, and then everything is visible in Hyarchis.

Improve efficiency at the same time

We generally find that our customers want us to improve efficiency while carrying out the conversion. One of the requests we often receive is to reduce the number of file formats to just two: PDF and TIF. Hyarchis Convert Server converts everything to either PDF or TIF and provides its own viewers in the DMS system, meaning no more having to depend on MS Office and the various versions of Word. On the one hand, this saves on the cost of licences and, on the other, it works faster in a Citrix environment for example. To increase speed (given the volumes), the Hyarchis Convert Server is used in parallel-running processes.

The power of Hyarchis

Hyarchis is always refining its conversion tools, and this is also the strength of Hyarchis: if a new interface is needed, the Hyarchis developers can arrange this. Add to this the fact that, thanks to our wealth of experience, you are guaranteed a perfect conversion, there’s nothing standing in the way of replacing that expensive legacy or almost end-of-support application and migrating to Hyarchis Document Manager.

 

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“Missie online samenwerken” (Mission: Online Collaboration) research report

Space travel is known for its ingenious gadgets, interesting developments and ground-breaking research. To compile this research report, we have taken an astronaut’s view of the financial world. Our mission? To map out the current status of online collaboration with customers. And not just on any old planet, but on a planet that is revolving faster than it has done for the last 10 years at least. Innovations, developments and successes are accumulating. At the base of all these developments, whether we are talking about the banking, mortgage, insurance or pension sectors, we need a solid foundation. That foundation is online collaboration with customers. After all, no organisation in the financial sector can possibly keep pace if they do not fully integrate online collaboration into their services, allowing provider and consumer to truly work together on a jointly compiled product. To ride the current wave of innovation and succeed in this brave new world, online collaboration is essential.

Mission: Online Collaboration

The “Missie online samenwerken” [Mission: Online Collaboration] research report provides inside information from the market. After reading this report, you will be fully up to date on the current state of affairs and trends, and you will know where you stand in relation to your competitors.

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Little gem: mortgage fintechs

A lot has been said about online collaboration in the mortgage industry. In 2016, this is the way to keep the ever more demanding customer satisfied. And that’s what really counts. An important effect of satisfied customers is an increasing level of consumer trust, something that has been very low for many years now.

Housing market

Now that activity in the housing market is heating up (overheating in some regions), we see the mortgage market starting to take centre stage once again. The market is more dynamic now than it has ever been before. So it’s not really surprising that facilitating online collaboration is a topic that we have increasingly been talking about with our customers and prospects. The research we commissioned into online collaboration with customers is well-known on the market, and the report is a great reference for a business to see how they compare to others. For the second year running, the mortgage sector has taken the lead when it comes to online collaboration with customers, a clear indicator that this is an innovative market.

So Hyarchis set out in search of the little gems in the mortgage market so that we could share their best practices. Which organisations should serve as textbook examples of how to collaborate online? How should today’s mortgage lender go about this? What tools are needed? Who’s in the lead and why? In this document, we’ll be telling you about two little gems we discovered: Hypotheek24 and Jungo. We hope their success stories will inspire you.

 

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Little gem: Huismerk

A lot has been said about online collaboration in the financial sector. In 2016, this is the way to keep the ever more demanding customer satisfied. And that’s what really counts. An important side effect of satisfied customers is an increasing level of consumer trust, something that has been very low for many years now.

Now that the economy is in an upswing, we see the financial market starting to move again too. Lately, we have been approached more and more often about facilitating online collaboration. The research we commissioned into online collaboration with customers is well-known on the market, and the report is a great reference you can use to compare your business with others. You can find out which sectors are in the lead in this area and which are trailing behind, you can see the pros and cons of online collaboration with the customers, and you can discover where you stand in relation to all this.

Hyarchis set out in search of the little gems in the financial market so that we could share their best practices. Which organisations should serve as textbook examples of how to collaborate online? How should today’s financial service provider go about this? What tools are needed? Who’s in the lead and why? In this document, you will find our first little gem: the Huismerk service concept. Don’t delay: download it now.

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Hyarchis mortgage industry research report

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