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California Natural Resources Agency logo


DOCUSIGN HELPS THE CALIFORNIA NATURAL RESOURCES AGENCY AND THE DEPARTMENT OF
WATER RESOURCES ACCELERATE ITS DIGITAL TRANSFORMATION





 * <1 MIN
   
   Contract approval time


 * 75%
   
   Reduction in hard paper costs


 * 800%
   
   Increase in DocuSign usage

Made up of about 20,000+ employees, the California Natural Resources Agency
(CNRA) is the parent agency to 26 distinct departments, conservancies and
commissions. CNRA is dedicated to the restoration, protection and maintenance of
the Golden State’s natural, historical and cultural resources. Within CNRA is
the Department of Water Resources (DWR), which protects, conserves, develops and
manages California’s resources and runs one of the nation’s largest state-built
water delivery systems. 

“As in most government entities, the department was undergoing digital
transformation efforts to become more efficient and effective in delivering
services” said Kevin See, the Deputy CIO for DWR. See is leading digital
transformation efforts across the department’s business operations, including
its human resources, fiscal, information technology and business services. They
chose DocuSign to help DWR navigate this initial transformation and then scale
to an agency-wide switch to digital agreements and better interoperability
between departments. 


THE FIRST, FRUITFUL STEPS TOWARD DIGITAL AGREEMENTS

The agency wanted to make changes that could transform its workflows and
resource usage to be as cost-effective and speedy as possible. “The business had
started saying, ‘we need this technology, and we need it now,’” See says.   

DWR became an incubator for DocuSign’s solutions. The department adopted
eSignature first and used it to streamline one particularly complex use case:
the procurement process for DWR’s purchasing contracts. 

> The business had started saying, ‘we need this technology, and we need it
> now.’ Back then, before we had DocuSign, our contract approval would take two
> to four weeks to get a contract signed. Now it’s a matter of minutes.

Kevin See
Deputy CIO
California’s Department of Water Resources

Historically, these documents were error-prone, costly to ship and took weeks or
months to get signed and returned. But with DocuSign, contracts were delivered
electronically, cutting hard paper costs by 75% and reducing turnaround time:
“DocuSign in many cases reduced this timeframe to less than a couple of minutes
for a contract signing ceremony to be completed,” according to See. 

The process of filling out purchasing contracts became more intuitive: Before
sending, DocuSign allows DWR to specify required fields and tag users in
important sections, making incorrect data entry less likely. And, because
DocuSign removed the need for paper and ink, DWR’s environmental impact was
reduced. 


THE BEGINNING OF AN AGENCY-WIDE SWITCH TO DIGITAL SOLUTIONS 

After this first successful integration of DocuSign eSignature, DWR wanted to
implement wider changes. They had intended to expand their DocuSign usage to the
entire department, but due to the scope of this endeavor, they needed to build a
scalable process.

See and his team called upon DocuSign’s Customer Success team to help establish
a center of excellence (COE)—a centralized group to drive adoption across
multiple DWR departments—and gain executive sponsorship for the projects. With
its COE in place, DWR then provisioned all 3500+ employees with DocuSign
accounts and began rolling out new use cases in other departments. 

For example, the department's human resources staff needed a digital solution to
manage the distribution of merit salary adjustment (MSA) certifications. Prior
to DocuSign, DWR’s HR team had to send and track 125 of these paper forms, which
are used to determine pay increases, to different administrative offices at the
agency every month. From there, the forms were re-routed to employees’
supervisors, filled out, and returned to the HR office. This process was
time-consuming and complicated. 

DocuSign added speed and clarity: The department used DocuSign’s Bulk Send
feature for mass envelope sending and customization, and the Reminder and
Notifications feature to prompt supervisors to complete or return forms before
the deadline. With the Advanced Workflow feature, MSA certifications were sent
to administrative offices and supervisors simultaneously, which enabled offices
to redirect forms if an employee has a new supervisor or if their current one is
unavailable. And then, once the certification is signed, DocuSign automatically
delivers a completed copy to their electronic records management system. With
DocuSign, the department’s HR team saves about 570 pieces of paper per month. In
fact, over 70% of the MSA documents are signed and returned on the same day they
are sent out.


ADDING DIGITAL SOLUTIONS—AND USING THEM TO OVERCOME THE COVID-19 CRISIS 

DWR’s partnership with DocuSign’s Customer Success team became especially
crucial in the wake of the COVID-19 pandemic. The team set up change management
processes for the department’s switch to remote work. They digitized crucial
paperwork like the emergency telework request form within 24 hours and, in a
matter of days, converted the entire department to use the DocuSign platform for
all documents that required signatures. 

As a result, adoption has skyrocketed: The department’s use of DocuSign has
increased by 800%, and in April alone, employees sent more than 19,000 digital
forms.

For departments like DWR, the pandemic accelerated its ongoing digital
transformation efforts to become a digital enterprise. With DocuSign, DWR was
able to more easily manage this crisis—and is now primed to handle future
transformation initiatives. In fact, the department has also integrated
DocuSign’s Guided Forms powered by SmartIQ which provides a step-by-step process
for filling out complex forms by adapting questions based on previous answers.
Part of the DocuSign Agreement Cloud, this solution has automated many of the
department’s most frequently used forms, including its ten-part workers
compensation claim form and its appraisal and development forms. “In the past,
it would have taken six to twelve months to create custom, digital forms. But
with DocuSign’s Guided Forms powered by SmartIQ product, we had the ability to
implement a digital form in a matter of weeks,” See says. 

Looking forward, the department plans to continue deploying DocuSign’s digital
solutions and using the Customer Success partnership to provide both strategic
and technical guidance, enable new users, drive adoption and manage future
change.


PRODUCTS USED

 * Electronic Signature
 * Guided Forms
 * Explore Our Products

 * University of Colorado Boulder logo
   
   
   UNIVERSITY OF COLORADO BOULDER’S PAPERLESS CAMPUS STREAMLINES SERVICES FOR
   STUDENTS AND STAFF
   
   Read the story
   


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