For the University of Massachusetts (UMass), replacing a legacy document imaging platform (ImageNow) wasn’t just an upgrade. It was a system-wide shift in how work gets done.

The transition became an opportunity to establish a shared way of working across four campuses — one that allows teams to learn from each other, reuse what works, and tap into shared services where it makes sense, without sacrificing campus autonomy.

Before this transition, most of the team’s time went toward reacting to system issues as they arose, leaving little room to step back and improve how teams actually completed their work.