© 2010 IBM Corporation The Four Waves of ECM Innovation Software Group Comes to You 2010 Derick...

© 2010 IBM Corporation

The Four Waves of ECM InnovationSoftware Group Comes to You 2010

Derick DeleoWW ECM Technical Professionals Executive

13 October 2010

© 2010 IBM Corporation2

A Smarter Planet harnesses today’s information explosion for business benefit …

Instrumented

Interconnected

Intelligent

… driving a need for betterEnterprise Content Management

Managing essential content anywhere

Governing information over its lifetime

Optimizing processes that rely on content

Deriving unexpected content insights

… driving a need for betterEnterprise Content Management

Managing essential content anywhere

Governing information over its lifetime

Optimizing processes that rely on content

Deriving unexpected content insights


The explosion of information

The volume, variety, and velocity of information is driving unprecedented complexity– and opportunity

80% of new information growth is unstructured content – with 90% of that unmanaged

1990 2000 2010 2020


How easy is it to research information and documents held on your own internal systems compared to the Web?

For 72% it’s harder to find information they

own … than information they don’t own *

* AIIM Industry Watch Survey (March 2010)

Approximately 70% of the digital universe is created by individuals, but enterprises are responsible for 85% of the security, privacy, reliability, governance and compliance

Approximately 70% of the digital universe is created by individuals, but enterprises are responsible for 85% of the security, privacy, reliability, governance and compliance

Today’s reality of ability vs. responsibility


Draft Negotiate ApproveAdministration &

ComplianceRenewal &

OptimizationStorage &

Management

Legal

Supplier

Procurement

ERP

Line of Business

Customer

FinanceCRMApproval

Hierarchy

ClassificationRetentionSecurity

AutomaticRenewal

Notification

ECMProcess &

PerformanceAnalysis

ECM

ECM

ECM in context: Contract Lifecycle Management


Siloed, isolated, closed and departmental

Manual and reactive

Process efficiency

Search centric … finding information

Traditional ECM Approach

Dedicated and costly to customize

Collaborative, federated, open, enterprise

Governed, proactive, confident and trusted

Process effectiveness

Analytics centric … uncovering insights

Moving Toward …

Modular, easy, cloud and appliance enabled

Shifting approaches to maximize the value of enterprise content


Typical ECM return on investment experienced by Doculabs across numerous ECM engagements

Significant (>50%)

Moderate(~25 - 50%)

Nominal(<25%)

Enterprise Case Management(Claims, Enrollment, Exception Processing)

Negative

Departmental Content Based Workflows(Accounts Payable, HR, Review & Approve)

Scan & Retrieve(Scan, Store and Retrieve)

Email/Content Archive, Records Management & Electronic Discovery

(Archive, Retain, Search, Hold, Cull, Review)

Self-Service Access(Search, Access, Web Content, Portal)

Knowledge Worker Collaboration(Team Rooms, Wikis, Blogs)

Application Type

Unknown

Break Even

3-year ROISource Doculabs 2010


Automation

Optimization

Trusted Content Analytics

Advanced Case Management

Information LifecycleGovernance

EssentialECM

Wave one … Why content management is foundational and essential to every organization


Imagesand

Forms

Imagesand

Forms

Reports and StatementsReports and Statements

Knowledge Worker

Documents

Knowledge Worker

Documents

Unified Access / Leverage of Valued ContentUnified Access / Leverage of Valued Content

Four foundational Content Management initiatives are key to driving out unsustainable costs and improving Departmental or Line of Business efficiencies


“With IBM ECM all of a sudden information is available—as it’s needed and where it’s needed.” — Charles Tuite, Lead Enterprise Content Management Architect, Ball State University

Business Challenge

Provide University faculty and staff with better access to information

Help improve productivity and optimize organizational performance

Reduce production printing costs

Smarter Business Outcome Facilitates intelligent aggregation and delivery of

content regardless of where it is stored

Expected to reduce printing costs by 50%

Significant time savings enabling staff to spend more time on student outreach and organizational growth

Innovative learning opportunities that give students a competitive advantage in the job market

Ball State University improves information access while going green


Goodyear drives invoice processing automation

Doubled invoice volume without increasing Akron processing headcount

Repurposed 12% Akron invoice processing positions (so far)

Increased accuracy of invoice information presented to SAP

Increased efficiency for the Accounts Payable organization and the invoice approval process by implementing workflow on Lotus Notes in conjunction with automated capture

Increased compliance management efforts for Goodyear vendors


Challenge

Solution

12

• Silo’d access to agency specific content systems, unable to share data between agencies.

• No single view of citizen, disparate records with different data models

• High employee dissatisfaction and turnover

• Content Federated Services provides a consistent, unified view of each citizen’s records even though the content is distributed across multiple city agencies

• FileNet P8 as a master catalog, leveraging Content Federation Services, Content Integrator and Master Data Management to provide a coherent, normalized index of critical vital records.

05

1015202530354045

P1 P2 P3 P4

Project Phase

Security

ServiceAccess

EmployeeTurnover

Business benefits• Holistic view of citizen information • Improved data quality via MDM cleansing

and citizen self-service reviews• Improved security and decreased

workload

• Standardized data model view without impact to existing agency applications

time / cost to develop new queries and integrate additional health services

performance and data quality due to coherent, normalized indexing

Large City Government


Automation

Optimization




EssentialECM

Wave two … How governing information reduces your legal risks and governance costs


Frequency of Access and Use

Time

Born DigitalOver 90% of information is born digital … and the rest should become digital

ExpirationRoughly 95% has a retention policy … very little should be kept forever

A Standard Model for Paper, Data

and Content

Information has a lifecycle requiring proper disposition


Information Lifecycle Governance


Expanding the value of your repositories by governing information over its lifetime

Leveraging a common infrastructure accelerates cost reduction

Automate decisions, clean up legacy data –

save up to 17 cents per document

Enforce records retention to reduce

eDiscovery and storage costs by 50-80%

Optimize eDiscovery decisions to

reduce costs by up to 80%

Control Growth, remove duplicate data – reduce storage costs

by 50%-80%

Decommission unnecessary content, cut

costs by up to 80%


17

SNCF has historical transactional ticket databases, file shares of related content (mail, invoices, orders, office documents), and other financial systems that are growing and unmanaged.

Currently unable to address multiple compliance requirements around:

Financial reporting Read-Only Storage of Archived Data

Records Retention & Management

Difficult to find all pieces related to a ticket transaction.

Stored in multiple places, manual process to find and retrieve.

IBM Optim™ Data Growth

IBM Content Collector for File Systems

IBM FileNet Content Manger

IBM FileNet Records Manager

IBM FileNet eForms

The Challenge

The Solution

SNCF Needs: Global Unified Archiving Solution of structured data

and unstructured content through a common ingest and processing model.

A common policy and software solution for Records retention and management

Ability to decommission legacy databases and fileshares

Reduce database back-up and restore; optimize production servers and storage capacity.

Improve ability to meet Compliance demands for finance and railway transportation authorities.

Single, easy-to-use retrieval interface for ticket sale transactions and all related documents for a customer trip, for over a thousand SNCF authorized users.

French National Railroad (Societe Nationale de Chemin de Fers)

SNCF needed a unified solution, with a common records management policy and record retrieval capability, to manage and archive both structured data as well as unstructured content (such as documents, email, invoices and orders). The IBM strategy for unified archiving fits SNCF's requirements, and therefore SNCF

selected IBM solutions including Optim, Content Collector, FileNet, FileNet P8 and eForms. We expect that the IBM solution will yield

significant cost savings and increase compliance.Pascal Leborgne – SNCF Project Manager


Processing over two million invoices annually impacting database performance

Major delays in receiving paper invoices

Online access to invoice image for approval

Audit

IBM FileNet Image Repository

IBM FileNet Application Connector for SAP R/3

Challenge

Solution

Business Benefits

SAP running at peak performance

Saved millions by eliminating off-site storage fees

Saved hundreds of thousands of dollars annually in late payment fees

Improved efficiency

Halliburton

““When you consider the annual cost of off-site storage for backup documents over seven years, which is how long we’re required by law to keep

backups of our accounting documents, we’ve saved millions of dollars by archiving them

electronically in the FileNet system.”

Mark Hickok, System Administrator, Halliburton


The Challenge

Quickly adapt to industry and government regulations

Reduce cost and risk of responding to legal discovery requests for email and files

Reduce, consolidate and share information to produce better customer outcomes

Flexibility to quickly scale and expand to meet future business needs

The Solution IBM Content Collector to ingest and dedup

Microsoft Exchange and future File System content

IBM eDiscovery Manager to search, cull, and export case-relevant content for eDiscovery

IBM eDiscovery Analyzer to analyze discoverable content previous done via an external firm

Future growth options for seamless integration of IBM Classification Module to determine which content has business value and Records Manager for proper retention/disposition of corporate records

IBM ECM platform for consolidating, sharing and activating information

19

Blue Cross Blue Shield, TennesseeGain Control: Know, Manage and Leverage Your Content

Business Benefits

Automated workflows aligned to business needs

Archived content is accessible from other applications resulting in better business outcomes and eliminating silo’d information

Improved control over content prior to it being archived

Consistent rules and policies across multiple content types

Over 400,000 daily e-mails and attachments are archived and indexed for rapid search and retrieval

Significantly reduce the size and cost of handling litigation of investigation data“IBM’s approach is simple and straight forward. We now have a solution model that meets our immediate

business needs for archiving, retention and compliance and

provides a lower cost, lower risk method to expand and integrate key

capabilities to meet our future plans.”

-- Andy Jacobs, ECM and Collaboration Lead Architect, BlueCross BlueShield of Tennessee


The Challenge Industry and government regulations and

legal discovery drove the need for a more effective method of managing, retaining and producing electronic information in a timely manner.

Business Benefits 30,000 daily e-mails and attachments are

archived and indexed for rapid search and retrieval capabilities

23 million e-mails retroactively archived in case relevant format and eDiscovery ready

Deep compression and single instance storage functionality reduced storage space by 60%

Full search & retrieve eDiscovery capability makes it easier for users to comply with legal demands

Users benefit from unlimited mailbox management

Thomas Miller GroupGain Control: Know, Manage and Leverage Your Content

“IBM’s e-mail management offerings provided us with the

stability and functionality that we needed to address and meet our e-

mail archiving, retention and compliance regulatory

requirements.”

Rashid Mahmood, Lotus Notes Systems Manager, Thomas Miller Group

The Solution

IBM Business Partner, Neocol, implemented the IBM eDiscovery solution on the existing Wintel architecture and installed a separate 3.3 TB disk array

IBM eDiscovery provides search, legal hold, and export of case-relevant archived email for discovery purposes

IBM Content Manager manages all e-mail content across multiple platforms, databases and applications

IBM CommonStore for Lotus Domino provides e-mail archiving and retrieval, and manages growth for any Notes database or server platform


Automation

Optimization




EssentialECM

Wave three … takes workflow and BPM to the next level with Advanced Case Management


Why Case Management? because new challenges have emerged

Knowledge workers in all industries must do more with less…The volume and variety of

information can be overwhelming…and it is arriving faster every day

Flexibility is essential to responding effectively to opportunities or threats

…yet business needs to improve service and manage risk while optimizing costs

Automation has handled the routine, exceptions are now the norm,

many automated processes are outsourced

Access to expertise is imperative to quality decision

making

Regulatory or legal risks impose need to

consistently adhere to critical policies and rules


What is Case Management? bringing people, process and information together … in context of a case

There are collaborative, ad-hoc processes

Activities are event-driven

Work is knowledge intensive

Content is essential for decision making

Outcomes are goal-oriented

The judgment of people impact how the goal is achieved

Process is often not predetermined

A solution pattern where… For challenges such as…

Complex exception handling

Complaint or dispute management

Contract management

Lending applications

Benefits enrollment

Rate case management

…that are both horizontal and vertical in nature

That requires unique capabilities from…

Content management

Business process management

Collaboration tools

Social software

Business rules

And analytics

© 2010 IBM Corporation24 24

Policy Underwriting Claim Annuity

Loan Dispute Customer Mortgage Account Credit Card Personal Line Investment

Patient case Member Provider

Benefit Enrollment Grant Court case Citizen Tax payer

Rate Case Claim Permit Land Property

Invoice, Contract, Employee, Vendor, Customer, Project, Change Request, Complaint, Exception, Incident, Audit, eDiscovery, etc…

However, a common pattern of challenges exists across all industries

A “case” may be expressed differently in various industries


IBM Advanced Case Management

● IBM is building an advanced case management platform that unites content, process and people ● Customers can start from investments in any of these capabilities and expand into advanced case

management● IBM is delivering optimized case outcomes through analytics, rules, collaboration and social

computing● Advanced case management supports work management of structured and unstructured activities● Advanced case management delivers trusted information to the case – both content and structured

data● Advanced case management can uniquely manage the entire case lifecycle including retention and

governance requirements● IBM has the broadest portfolio of case management capabilities and the most extensive ecosystem

of case management solutions● IBM is improving time-to-value with better tools, more out of the box solutions and templating

capabilities

Case Application Design

Case Lifecycle Management

Case Infrastructure Case ContextCase Runtime

Framework

CaseAnalyticsCase Templates Case

Activities

Process Monitoring & AnalyticsCollaborationRulesContent Social

SoftwareEvents

360o View of Case



Designed for the knowledge worker

Case Design for the Business Easy to use, wizard-driven Comprehensive across case assets Leverage templates for a fast start Significantly shortens time-to-value for case-style

applications

Case Application User Experience Roll-based and personalized Flexible and extensible Provides deep context for case work Brings people, process and information together to drive case

progression and better outcomes


“With IBM ECM, we’ve streamlined and optimized business processes to drivea recurring savings of more than $100,000 annually.”

- Fred Cook, Chief Technology Officer,North Shore Credit Union

Business Challenge Streamline business processes so existing staff

could manage the increased workload while strengthening customer service.

What’s Smart? Credit Union staff can leverage all forms of

information for a complete view of the customer, streamline business processes, and capture documents electronically for easy access and storage.

Smarter Business Outcome $100,000 CAD annual savings due to improved

business processes 70% reduction in deficiencies in customer-

facing processes

North Shore Credit Union leads with innovation


“The major business objectives in our organization are excellence in customer service and increased productivity of our associates. IBM ECM is a key enabler of these objectives.”

- Keith Tempinski, Director, Enterprise Content Group, JM Family Enterprises, Inc.

Business Challenge• Lack of visibility into customer service

interactions around automobile loans and leases

• Bottlenecks due to many audits in approval steps

Smarter Business Outcome• Processes cut from days to just minutes• Handle more loans with current

resources• Improve customer service and

information quality • Customer service associates focused on

exception-based processes, with greater knowledge sharing across departments

JM Family improves customer service and employee productivity


Automation

Optimization




EssentialECM

Wave four … uncovering unexpected business insights with solutions based on Content Analytics


IBM Confidential

N=484 Non-trade

How useful is Content Analytics?

What is most frequently occurring?

Why is there a higher occurrence between these dates?

What are the trends and why are they occurring?

Is this a normal or an unusual result?

What types of people, living where, are saying this and why?

Can I find an image that matches this one?

Has this been mentioned before in this context?

How can I know what I don’t know?


Analyzed Content (and

Data)

John sprained his ankle on the step ...

Source InformationInternal (ECM, Files, DBMS, etc.) and External (Social, News, etc.)

Noun Verb Noun Phrase Prep Phrase

Person Injury Body Part Location

Claimant: Soft Tissue Injury ExtractedConcept

Automatic Visualization for Interactive Discovery and

Assessment

How Content Analytics works


Demo Scenario: Medical Device Manufacturer

Interactive Discovery(ex: trend & outlier analysis)

Source Content(ex: device incident

reports,customer emails)

Operational Reporting(ex: BI dashboard including content metrics)

Action

Optimize

(ex: prepare for recall)

Collect / Archive / eDiscovery(collect, classify, trust, archive, retain

and eDiscover relevant content)

1

2

43


1


2


3


4


Demo Recap: Medical Device Manufacturer

Interactive Discovery(ex: trend & outlier analysis)

Source Content(ex: device incident

reports,customer emails)

Operational Reporting(ex: BI dashboard including content metrics)

Action

Optimize

(ex: prepare for recall)

Collect / Archive / eDiscovery(collect, classify, trust, archive, retain

and eDiscover relevant content)

1

2

43


Content Analytics enables business optimization

Smarter Insurance Smarter Telecommunications

Smarter Healthcare PlansSmarter CPG

NTT DoCoMoAnalytics over Voice of Customer data provides insight to drive customer-oriented decision making, boosting loyalty and creating new opportunity

Kraft AustraliaAnalytics over online customer postings helps Kraft target and deliver new branding campaigns, increasing sales and customer loyalty

Blue Cross Blue Shield of TNAnalytics over an integrated single view of plans, patients and providers enables better negotiations and improves provider satisfaction to over 90%

Large Claims Third-Party AdministratorAnalytics over insurance claim files helps detect fraud faster, reducing costs for their clients by $millions and optimizing the claims-handling process


Key Takeaways

IBM ECM will continue to lead and innovate for our customers

Build on core foundation to maximize value

Start today with both case management and analytics for improved ROI

Utilize skilled business partners and IBM resources to accelerate and simplify ECM deployments

• Production Imaging & Capture• Enterprise Report Management• Office Document Management• ECM Standardization

Essential Content

• Content Collection & Archiving• Advanced Classification• Records Management• eDiscovery Management

Information Lifecycle Governance

• Content-centric BPM• Advanced Work Management• Case Analytics

Advanced Case Management & BPM

Trusted Content Analytics• Content Analytics• Content Assessment• Master Content• Enterprise Search


Let's build a smarter planetibm.com/software/ecm

Derick [email protected]

© 2010 IBM Corporation The Four Waves of ECM Innovation Software Group Comes to You 2010 Derick...

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