GenCare

BACKGROUND

Please provide a brief description of your company?

I work for an agency under the California state government that regulates investor-owned utilities, gas, electric, communications, and water. We also have some safety responsibilities for various transportation companies and agencies within the state such as limousine companies, Bay Area Rapid Transit, and other railroads within cities.

What is your role?

I work for a quasi-judicial agency with judges that hear cases. These cases range from the very complicated, when PG&E is asking for a rate increase, or relatively simple, where an individual consumer will have a complaint against PG&E. I am an information systems analyst responsible for document management, Web publishing, and electronic filing.

OPPORTUNITY / CHALLENGE

What were your organization’s business goals for this particular project?

We had a document management program also from OpenText, but it was getting old. It was going to be phased out, so we wanted to switch to a modern document system that would include all of our business processes. Processes include publishing our documents to the Web and publishing electronically filed documents to the Web. We had to migrate millions of documents from our old document management system to the new document management system, which is Content Server from OpenText. We were using eDocs before.

SOLUTION

What was your process for selecting OpenText? 

We felt that there was a better chance of operability between eDocs and Content Server since both are owned by Open Text. We looked at other document management systems including FileNet from IBM and Oracle. We thought OpenText had a longer track record with document management. IBM also has a long track record, but we felt it would be a very difficult task to try to import our existing eDocs into FileNet. So, we decided to purchase Content Server.

What was your process for selecting General Networks?

We had a long relationship with General Networks going back to the late 1990s, prior to the acquisition of eDocs by Open Text. They had been a partner for what was then called TC Docs. They helped us develop our web publishing system. They knew us very well. They knew our business processes very well, and also procurement was easy because they were on the California master work schedule. It was a combination of knowing them well, knowing that they were a good company, and knowing that they worked with us successfully in the past. Plus, procurement was easier than it would’ve been if we needed to solicit large-scale bids.

Can you tell me about the scope of the project?

General Networks was involved from start to finish. We had an internal library, which was very large. We also had smaller libraries, which contained our Web published and electronically filed documents. General Networks wrote specific codes for us to migrate the internal documents. They also wrote other specific code to migrate the Web-published and the electronically filed documents. The electronically filed documents are probably the most important because they are now the document of record. If a case gets appealed to the California Supreme Court, those documents have to be collected and sent to the court for review.

Besides OpenText, were any other technologies used?

There were codes written in DotNet. We had specific code written on top of Open Text by General Networks prior to the migration to Content Server. That was rewritten for Content Server.

Can you give us a sense of the size of the initiative in dollar terms or personnel hours?

It was approximately $500,000, and it was for what the state called four full-time person years. Four full-time employees worked on it for about a year.

When was the project completed?

The project was completed in August of 2012.

RESULTS & FEEDBACK

Do you have any statistics or metrics to track improvement?

Our goal was to expand the use of document management. eDocs and its predecessors were unpopular and not widely used outside of the team involved in web publishing and electronically filing. We had about 30 out of approximately 1,000 employees using it back then. After some time, we had 250 full-time heavy users, and we’ve now doubled that and hope to triple it. Content Server has been much more popular. It’s much closer to the look and feel of Microsoft Windows. People seem to be using it more than they did eDocs. Employee feedback has been overwhelmingly positive with only a few glitches reported occasionally.

Do you feel you made the right choice to use OpenText?

I think so. Our only issue right now is a licensing dispute. We were not really aware of this issue when we started the project, but the actual technology itself is working just fine.

How did General Networks perform during the project?

They performed wonderfully. They knew us coming in. We were able to sit down with them, and tell them what we wanted to do. Since they already knew us, General Networks had a good idea of how it could be done. They planned for a week and said, “Here’s the plan. What do you think?” They worked with us for the schedule, planning, and the migration. There was a lot of testing, and they were there the whole time, very responsive.

The project was successful?

Yes.

What’s unique or special about General Networks compared to other vendors you may have worked with?

It’s the responsiveness. When there have been minor glitches, they have a deep knowledge of my organization and Open Text. We send them an email or call them, and they’ll respond immediately, usually with a solution. The General Networks team is just very friendly. They rarely if ever make mistakes.

Is there any area that you think General Networks could improve upon or maybe you would do differently?

The step that caused the most problems was migrating millions of documents. I think if we had to do it all over again, we would’ve started on that much earlier than we did to identify problems earlier. There was some scrambling in the middle of the project trying to figure out why certain documents weren’t getting migrated. There were some issues making sure all of the metadata was getting into the right places. We should’ve started earlier. These problems are more the fault of my organization than General Networks.

BACKGROUND

Please provide a brief description of what your company does

We’re a utility company based in California that reports to the state government.

What is your role?

I am a Project Manager

OPPORTUNITY / CHALLENGE

What were your company’s business goals or reasons for undertaking the project with General Networks?

Basically, it started with negotiations with Open Text itself. We needed to find a reasonably-priced professional services firm for implementation of Open Text. Our Open Text sales representative suggested using General Networks. I did the initial research on three total companies and the other two companies didn’t perform well. General Networks was selected out of that group of three

SOLUTION

Why did you decide to use Open Text?

It is one of the biggest three companies and famous for acquiring smaller companies and one of the best offerings in the industry. My organization wanted to partner with a large company that had a diverse product set.

What parts of the project was General Networks involved in?

They were involved in installation, configuration, custom development, support, and the enhancement stages.

Besides OpenText, were any other technologies used for the project?

We are using a combination of Open Text and General Network’s products and custom-web development. Our system is based on Dotnet development and we have a custom website to retrieve and view the documents and metadata associated with it.

Can you give us a sense of the initiative in dollar terms?

About $500,000.

Is the project completed or still ongoing?

The main project is completed and we are currently running enhancements. The latest round of enhancements are related to CPUC findings and we need to implement some of the changes into review cycles for our documents.

RESULTS & FEEDBACK

Do you have any stats or metrics to track improvement from the project?

No, unfortunately we don’t have the resources to track improvement but it’s been successful.

Do you still feel you made the right decision to use OpenText?

Yes, it has worked well for our needs.

How did General Networks perform during the project?

Very well, we’re really happy with them.

When working with them, was there anything unique or special about them compared to some other companies that you’ve worked with?

General Networks tracks their work down to the minute, which is very unique. They track all activities by the minute so it’s very transparent.

General Networks has good reporting, good communication and their group is very professional.

Is there any area that you feel General Networks could improve upon or you would do differently?

Nothing that I can think of.

Would you recommend General Networks to others?

Yes, of course and I already have.

BACKGROUND

Introduce your business and what you do there.

I’m the CFO of a multi-family office.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help with IT managed services and cybersecurity solutions.

SOLUTION

What was the scope of their involvement?

GenCare has helped us move everything to the cloud and get rid of our local server. The team has also installed hardware and software, including a new printer and scanner. GenCare has helped us transition from one tax software to another. The team offers cybersecurity services and monitors our emails to ensure no nefarious activities are going on. GenCare also takes inventory of our hardware and recommends upgrades when necessary. Most of their work is off-site, but they've also done work on-site. For example, they installed a computer in one of the owners' home office.

What is the team composition?

We’ve worked with around 10 different teammates from GenCare.

How did you come to work with GenCare?

My company hired GenCare because of their cost.

How much have you invested with them?

We’ve spent around $50,000–$100,000.

What is the status of this engagement?

My company started working with them around July 2025, and the engagement is ongoing. When I joined the company in January 2026, GenCare was already there.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our systems' transition to the cloud has been successful. Everything works perfectly, and we have no complaints. GenCare has met and exceeded our expectations.

How did GenCare perform from a project management standpoint?

GenCare is very prompt and calls us within an hour of emailing them for service. The team meets our expectations and tackles every project we have for them. We communicate via email and phone calls.

What did you find most impressive about them?

Everyone from GenCare is very professional and knowledgeable. The team is eager to help and always figures out a way to get the job done.

Are there any areas they could improve?

No, everything is good.

Do you have any advice for potential customers?

Talk to GenCare’s team and tell them exactly what you need. They’re very flexible and can tailor their services to your needs.

BACKGROUND

Introduce your business and what you do there.

I'm the IT administrator of a company that provides service for motors, pumps, and other electrical accessories. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed software and IT infrastructure support for our locations. We had just lost our previous IT administrator and were looking for a partner to replace them.

SOLUTION

What was the scope of their involvement?

On our first call with GenCare, we talked to Jeff (VP, Sales), who shared the services GenCare could provide for our company. GenCare offers remote and on-site managed IT services. At the beginning of our engagement, we worked under a block time approach and bought a certain number of hours for technical support. 

We've eventually changed our agreement because, as a company, we rely heavily on our software to run our businesses, and there are instances where we can't wait for specific issues to be addressed. GenCare supports critical issues and provides checkpoints to fix bugs quickly. GenCare provides help desk support through a ticketing system and manages our software licenses, including Microsoft 365. 

What is the team composition?

We've worked with four GenCare teammates, including Jeff and Oscar (Senior Systems Engineer). 

How did you come to work with GenCare?

We contacted GenCare through a referral from one of our company's business partners. GenCare showcased a broad ability to support our company's IT needs regarding software, hardware, and network.

How much have you invested with them?
We’ve spent around $16,000 overall.

What is the status of this engagement?
We began working with GenCare in March 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve seen a decrease in our system's downtime since partnering with GenCare. The team is succinct and knowledgeable, and we feel secure in their ability to provide the required services for our company. GenCare offers excellent service at critical times. When the teammate I work with doesn't know how to fix a particular problem, they refer me to a different team member who can assist me. There's always a GenCare teammate who can address my questions.

How did GenCare perform from a project management standpoint?
GenCare has a very prompt response time and always resolves our technical issues. We send an email, and GenCare generates a ticket based on our email. We also call the team or reach them via text if necessary. 

Are there any areas they could improve?
GenCare is a fairly new company, and initially, our communication was difficult. However, this situation was resolved after a couple of months. Besides that, I can't think of anything for GenCare to improve — our project runs smoothly. 

Do you have any advice for future clients of theirs?

I recommend clients have a clear idea about what they want from an IT services provider. Sometimes, clients have issues verbalizing their needs, and if they talk to GenCare about their needs as a company, GenCare will help them define what services their company requires at that moment and in the future. 

BACKGROUND

Please describe your company and your position there.

I'm the CFO of a Clearance Company for the entertainment industry.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire GenCare?

Our IT management.

SOLUTION

How did you select this vendor and what were the deciding factors?

We trust Jonathan Brown.

Describe the project in detail and walk through their service package.

They have set up and maintain anything to do with computers for our business.

How many resources from the vendor's team worked with you, and what were their positions?

Their whole team. Approximately 7 people.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They always find a solution to any problems we are facing.

How effective was the workflow between your team and theirs?

Very effective.

What did you find most impressive or unique about this company?

Their knowledge.

Are there any areas for improvement or something they could have done differently?

No.