By Elizabeth Kelleher
New Zealand’s Institute of Environmental Science and Research (ESR) has reported significant gains in efficiency and customer satisfaction 18 months after implementing an SAP e-reporting system.
ESR, which provides workplace drug testing services for around 1000 companies, including the New Zealand Department of Corrections, decided to move its operations online in early 2009 in order to improve efficiency.
Dr Paul Fitzmaurice, who manages ESR’S Workplace Drug Testing Programme, said ESR felt that a paperless system would cut down on photocopying and filing, while also being more convenient for customers.
“Previously we sent out drug test reports on paper in an envelope, which needed administration at our end and the customer’s – a cumbersome process with considerable handling costs in both time and materials.”
SAP New Zealand was engaged to build a prototype and completed the original proof of concept using SAP Interactive Forms by Adobe together with SAP Portal, SAP WebDynpro integrated with SUN JCAPS, SAP Workflow and SAP Document Management.
SAP partner, Tango Limited, provided ESR with technical support during the implementation, which took place in March 2009.
Fitzmaurice said ESR’S customers can now receive certified notification reports by email, allowing them to take action in a timely manner.
“It’s really a case of ESR responding to customer demand, because our customers were looking for a paperless system and their feedback suggests they are pleased to work with an organisation which is progressive about employing technology,” said Fitzmaurice. “The reaction to e-reporting has been entirely positive.”
SAP New Zealand’s managing director Graeme Riley said ESR’s new e-reporting system is a unique use of SAP technology to solve an unusual business problem.
“This is an innovative solution using SAP tools which has resulted in greater efficiency and convenience for ESR and its customers, as well as substantially reducing the carbon footprint of the service.”