GTAA Streamlines Employee Application Processing with eReview-OpenText Livelink ECM

The Business Challenge

The Pass/Permit Control Office (PPCO) of GTAA is responsible for administering restricted area identification cards, passes, access control cards etc for each of the approximately 33,000 active employees at Toronto Pearson. GTAA required a solution that would automate the entire chain of procedures involving the management, archiving, retrieving, review and processing of these crucial employee credentials .The mechanics of their aviation services being fundamentally dependent on the correct and appropriate propagation of these documents, it was significant for GTAA to maximize the quantity of documents processed in a given span of time.Moreover, stringent compliance requirements for the routing of these documents at each stage of the document workflow made automation undoubtedly a challenging proposition. Moreover, being steered through various hierarchies and levels of officials, different access grants and privileges were required to be defined for each user group handling these documents.GTAA chose Web4 to supply and deliver a combination of outsourced scanning services, and imaging and document management software to improve their effectiveness to file, retrieve and preserve critical documents handled by the Pass/Permit Control Office.

The key challenges were:

  • Huge amount of employee credentials in the form of Pass and Permit Control documents had to be systematically scanned, indexed and archived to be retrieved, viewed and annotated as and when required. All applications made for passes and permits to the airport facility, had to be scanned and automatically archived in the repository along with its appropriate metadata and retrieved later on for viewing and annotation
  • The web-based document review and retrieval system had to integrate seamlessly with OpenText Liveink eDocs document repository
    Role-based access to the documents depending on the organizational hierarchy had to be defined profiles since users of the system would be categorized into different levels according to their functional privileges and rights
  • The solution was setup with high availability as a requirement


The Solution

Web4 provided a solution that successfully automated the processing and routing of crucial documents and records related to pass and permit application processing tasks. The project team from Web4 scanned over 198,000 pages during a two month period into the new document management system, as well as set-up a scanning system using Fujitsu scanners and Datacap TaskMaster software to facilitate the GTAA’s ongoing document imaging requirements. Open Text Livelink ECM –eDOCS™ document management software was installed as the image repository.

  • All pass and permit applications can be scanned, indexed, archived and stored automatically into the document repository. These documents submitted by clients are scanned by the GTAA clerks and automatically stored in the document vault of the solution along with associated etadata recognized from the scanned image
  • Web4’ web-based eReview software integrated with Open Text eDOCS DM ensures that authorized PPCO staff can retrieve, view, manipulate and manage applications merely from their desktop browsers. Selected documents from the repository can be launched directly from the document management system into the eReview application for viewing and markup or annotation. GTAA staff will benefit by being be able to add comments to files without affecting the original image, attach cancellation details, and store the mark-ups and attachments in the DM system alongside the original image file
  • eReview UI being highly intuitive and configurable allows different personalized custom profiles to be set for different users groups. All the features and functionalities made available to a particular user are bound by stringent access rights and privileges
  • Access to the capabilities of the eReview system has been customized to match the security requirements of the document, based on a user’s group membership in the Document Management System. For example, individuals who only need to view, does not have annotation rights. Users who need to make comments can do so, but can not change other users’ comments. Individuals with supervisory access can manipulate all annotations and markups, with relevant auditing provided for by the Document Management System
  • The distributed architecture ensured high scalability and high availability. Components of the solution were made redundant through clustering and the built-in fail-over and loadbalancing capabilities of the software

The Bottomline ROI

The integrated solution ensured an excellent return on investment for GTAA:

  • It streamlines the operations for GTAA, allowing them to process lot more pass and permit applications per month while adhering to the complex regulatory compliance of a Government agency
  • The application automates the natural business processes of user profiling, and their respective rights and privileges, in the process
  • This sequential review paradigm allows the entire team to work collaboratively to generate, track and manage the complete lifecycle of in-process applications

Customer Profile

Providing aviation facilities and services, Greater Toronto Airport Authority( GTAA) is responsible for
operation and maintenance of Toronto Pearson International airport, Canada
Company Website

Industry: Government

Primary Business Requirement:
Manage ,review and process huge amount of critical documents related to pass and permit application
processing tasks.. Provide role-based access to these documents whilst conforming to certain regulatory compliance guidelines.
Web4’s Solution: Web4’ Document
Management and
Imaging solution:
eReview integrated with