Mobile Content Management for the Smarter Enterprise

1 #SmarterEnterprise

Mobile Content ManagementEmpowering employees, boosting productivity, and

improving customer service

Daniel Gagné

Client Solution Professional

IBM Smarter Content Solutions

[email protected]


A Persistent Connection to Trusted Content is “Smart”

Interacting with and managing content via social and mobile business tools

Capitalizing on collective intelligence, expertise and content in context –from anywhere

Connecting people to trusted content: drives innovation, insight and business processes

Delivers New Insights For Better Business Outcomes

Access, manage and discover content anywhere: - across business roles, teams and communities

Leverage the business’s collective stream of knowledge:- mobile & social, seamlessly integrated with trusted content

Empowers higher performance levels


IBM has good news: Seamless, Secure and Smart

Content repositoriesDatabases, servers and directories

Web Services & APIs: ECM & Social

Modeling Layer: Objective C, JavaScript, .NET

Visual Toolkit

Navigator Experience Platform

Comments

Likes

Tagging

Content, Documents, Images Case Apps

SharePoint

Portals

Connections

Office

MobileApps

Office, Social, Collaboration

Downloads Counts

Activity

Stream


IBM: Undisputed Leader in Enterprise Content Management

• Whereas most of its competitors charge extra for a rich client interface, IBM Content Navigator is included in its core server license, which also serves as an application framework on which IBM builds its ECM portfolio 1

• IBM's greatest strength, for both existing and prospective customers, is the breadth of its content management and related capabilities, from content ingestion to archiving 1

• IBM offers deep analytics and business intelligence tools, which resonate with specific industry initiatives, such as patient care and insight, and fraud detection. A growing opportunity for IBM lies in building "smarter" ECM infrastructure 1

• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 3

• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 2

• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 2

• IBM has made considerable progress in integrating ECM and social software ….2

sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, September 2014, G00262932 2 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377813 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424


IBM Mobile Content Solutions

ContentCapture Case

Integrates Case Management—Build once for both desktop and mobile

Extensive content support—Retrieve, interact, manage,

collaborate

Integrates Capture—Capture from mobile devices

for real-time submission to business processes


Do you need mobile access to

Enterprise Content?


32% have browser access for mobile and 3rd parties to content

repositories…

…but only 11% have a mobile optimized browser interface and only 10% have apps.

Source: ECM at the Crossroads-key strategy choices for universal content accessCopyright 2013 AIIM, aiim.org/research

Creating New Challenges to the Organization…

22% experiencing unofficial mobile access to organizational

content (or have no BYOD policy).

…25% report use of “unofficial” file-sharing sites.


Navigator is The ECM Experience Platform

One technology platform for Mobile, Desktop & Office

Content from IBM and third-party

repositories (CMIS)

All ECM UI Offerings converging on

Standard UI components that are reusable

Everywhere, Anywhere

Office

CMO

D

P8

CM8

CMIS


Introducing IBM Content Navigator

“experience platform”• IBM Content Navigator is the

standard enterprise content management experience platform, for both IBM and third party (CMIS) repositories

• IBM Content Navigator is included with the IBM ECM platform - free of charge to licensed IBM ECM clients

• IBM Content Navigator’s benefits to ECM clients both as a framework and a user interface are numerous…

• Rapid custom ECM user experience development for any platform or device

• Significant reduction in effort and cost to quickly build custom apps

• Standards compliant components, external data lookups, etc. can be used over and over

Common App Layer Open Standards

Visual Toolkit Modeling LayerJavaScript | Objective C | .NET


Search Anywhere

• Enables searching across CM8, P8 and CM OnDemand

• Anyone with the right priviiliges can create a cross-repository search

• Single result-list with common actions

• Search fields are mapped to repository properties

• Searches can be saved in CM8 or P8

• Configure vs customize


Comments

Download Counts

Collaborate ... Anywhere

Activity Tracking: who’s downloading, what document, and when

Thumbnail View


Improve engagement with exceptional mobile app and web

experiencesIBM mobile solutions for social business

Activate the workforce to improve productivity and unleash innovation anywhere.

Delight customers—wherever they engage—to increase loyalty, advocacy and revenue.

Mobile solutions for social business:

– Push email, calendar, contacts, to do items

– Social software for access to your professional network

– Presence, IM chat and telephony– Online meetings– Business document viewer

Development tools for multichannel web experiences and Domino mobile apps – extending the IBM MobileFirst platform

Device-appropriate interfaces for the leading mobile devices

– Apple®, Google Android, Research In Motion® BlackBerry®, Nokia

Mobile Apps & Solutions

A comprehensive portfolio of mobile solutions for social business and web experiences.

Client Challenge

Key Capabilities

Visit www.ibm.com/socialtogo


Is there a business need

for mobile capture?


32% would find considerable value in extending capture direct to

customers.

11% would consider it to be“transformational.”

Distributed and Mobile Capture-moving the process closer to the customer Copyright 2012 AIIM, aiim.org/research

For 45% of organizations, the ability of employees to locally capture and interact with back-office processes would improve

response tocustomers by a factor of 3X.


Document Capture Anytime, AnywhereIBM Datacap and Content Navigator

• Capture documents using a smartphone, tablet or portable scanner

• Intuitive interface to make mobile capture simple for anyone

• Enables document conversion at the point of origination

• Document capture integrated with the repository assures secure input, real-time processing, and compliant content management

Key Benefits of Mobile Capture• Eliminate time and cost of

transporting paper documents to a central processing center

• Improved cycle time• Increased data accuracy• Support mobile business processes• Customer convenience


Is there a business need for

mobile Case management?

17 #SmarterEnterpriseBroadening the Scope of Advanced Case Management

Copyright 2013 AIIM, aiim.org/research

27% of organizations need their case-workers to have access to case-content when they are on

Customer or client sites.

18% need mobile access

when travelling between appointments

For field-workers, this updating ofDocuments back-at-base can be abig productivity issue and the ability to access documents using mobile devices while on the move between appointments is important for 18% of organizations.


IBM Case Manager Mobile

Search for Cases and interact with Case

documents

Access all case documents, access tasks,

history and alerts - and update on the go

Browse your inbox, update your task list,

review all documents and all data

Collaborate with your team on a case using

the history function or team space

Supports the capabilities of the web based

Case Client optimized for an iPad

Integration with Content Navigator Mobile

• A Content Navigator mobile application

• Common Content Navigator experience platform with other future ECM offerings

• Access to all Navigator based components, e.g. Teamspaces & search, imported directly into Case Manager mobile application

Respond to case with mobile connectivity


Mobile process reinvention will drive future mobile growth

growth in mobile process reinvention

by 2015 to $7.6B

growth in mobile app development services by

2015 to $5.6B

Ultimately, mobile apps must drive processes

to deliver business value

~ Mobile Engagement Demands Process Transformation, Forrester 2013


How to make a process even smarter?

Customer

Enterprise

Business Partner


Reinvent around “mobile moments”

Customer

Enterprise

Business Partner


Create business moments with Mobile Enabled Smarter Process

Location Speed &

direction

Frame

of mind SMS Mobile email Photos Identity

Harness interactions for goal-oriented results

with Smarter Process

Mobile creates numerous timely interactions


View and complete task details

Unified task inbox

displays tasks

from all configured

accounts

Users can view

task details and

complete tasks


View attachments and add photos

Users can add an attachment

by taking a photo or

choosing on from their photo

library

Users can click on an existing attachment to

view it from the mobile device

Screens optimized for iPhone


Challenges

Needed patient focused processes to improve

quality of care with better visibility

Need to improve key metrics: Patient wait times,

Discharge rates, Instances of relapse

“What we are doing is putting process orchestration and

process models in place, so that you can literally see the

characteristics of the hospital system… and you can then

influence that.”

~ Dale Potter, Senior VP and CIO, The Ottawa Hospital.

Goal: Top 10% performer in Quality of Care and

Patient Safety in North America

Benefits

Instant: Faster consults and treatment enabled by

mobile

Seamless: Improvements in patient flow through

the hospital and easy access to patient information

Insightful: Benchmarking process execution to

use historic and real-time data to make better

patient care decisions

Solution

Mobile Smarter Process to create a ‘Circle of Care’

visual interface improves communication and

collaboration within the care team.

The Ottawa Hospital provides patient-centric care

26 #SmarterEnterprise 26

State Department of Human Services Agency reduces bottlenecks and manages fraud

Solution components• IBM Datacap• IBM FileNet Content Manager• IBM Case Manager• Business Partner: Imagine

Solutions’ Encapture

Winner 2014

Benefits• Operational efficiency maximized with 360 view of

cases across all remote offices• Securely ingest/classify 5,000+ dpd• Federal SLAs met• Demand growth without increasing staff

Solution Implementation & Innovation• Increased demand for citizen support services• Delays in services due to:

• Manual, error-prone paper processes• Limited access• Lack of storage

• Make is easy to capture citizen documents• Replace paper forms with electronic forms• Electronic cases provide case information

across all 34 remote offices• SLA automation


Legal and Courts: Texas Office of the Attorney General Crime Victim Services Division

Solution components• IBM Case Manager platform• Business Partner: Adjacent

Technologies (Cloud)

Benefits• Enhanced case outcomes by tailoring the work to the

way Knowledge Workers work• Improves allocation and utilization of resources

provided a 360 degree view• Offers better lower long-term operating cost through

cloud hosting• Platform approach lends itself to next phases:

mainframe replacement and social networkingWinner 2013

Solution Implementation & Innovation• Initiates ad hoc tasks, with notifications

supporting work unpredictability• Provides improved reporting, analytics and

trending of required victim services • Initiates “partial” cases, allowing investigation

jumpstart• Rules drive case assignments based on staff

availability, case type, degree of relatedness


The need• Audit and Compliance was difficult at best since existing

architecture was a manual process of locating/assembling review materials including unstructured data and emails while tracking meetings and reporting voting schedules and records relating to a given topic or category

• Manual process provided no flexibility into complex relationships as they existed, hence the needed ability to easily create and express case relationships

• Cost overruns due to labor-intensive manual processing

Benefits• Dramatically streamlines resources required to

collaboratively managing the tasks, meetings and voting records

• Content remains stored in a single repository to aid in reusability and version control

• Enhanced user interface experience provides for improved efficiency

• Audit and compliance requirements are met • Additional value and cost savings associated with

new and improved ways of reviewing existing data.

The solutionIBM Case Manager provides a collaborative review environment using rules to automatically establish a case folder, route the material to the appropriate reviewers, ensuring case and version integrity

• Full automation of activities, task, meeting and voting records in the context of a case.

• Case relationships established and supported • Complex Split Case relationships – different data requirements

when listing child cases from parent view• Complex comments necessary with comment types and filtering• Complete audit history of cases, voting records provided

Solution components• IBM Case Manager• Business Partner – Vega

Future Projects (near term)• Agency Lessons Learned Tracking System• Public Meeting Notice System

Nuclear Regulatory Commission: Improving efficiency by automating the Secretary Tracking and Reporting System(STARS)


1

2

3 Learn more at www.ibm.com/mobilefirst

Interact with us @IBMMobile and #IBMMobile

Join our online community to join user groups,

read technical forums, blogs, and more:

bit.ly/ECMCommunity

Three Ways to Get Started with IBM

Visit our offering webpage to learn more:

www.ibm.com/software/ecm/

Don’t forget to drop by the Social Café outside!


Next Steps

• Meet me in the Social Café to continue the conversation

• Find more information about Enterprise Content Management at

https://ibm.biz/BdFz3Y

https://ibm.biz/BdFz3Y


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Mobile Content Management for the Smarter Enterprise

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