Public Sector Transformation - Dell EMC Austria · 18.11.2011 · Public Sector Transformation EMC...

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Public Sector Transformation

EMC FORUM in Wien

Ronnen Brunner

Business Development Director, Public Sector, EMEA

EMC Information Intelligence Group


Presentation Agenda

The public sector challenges nowadays

EMC’s strategy and how it can support the Public

Sector

Why Managing Cases is so important for the Public

Sector ?

Customer Success Stories

Q & A


The public sector gap

Before 2009 > 2009

Expectations

Budget & Abilityto execute

gap

BIG

gap

ROIMore with lessConsolidationeGov

InnovationROIBetter with lessPlatformsProven SolutionsConsolidationSpend to SaveG-Cloud


In 2012 Juggling Priorities Will Consume Public Administrations

ImprovingServiceDelivery

RegulatoryCompliance

EnvironmentalSustainability

OrganizationalRestructuring

Data Protection

EconomicConstraint


But layered on top of everything is the need to...

Reduce the cost of public administration

Source: IDC Government Insights, Jan Duffy, Public Sector Summit, October 2011


EMC Representative Strategic Acquisitions: 1999 – 2011~$15.8B in R&D1 and ~$16.1B in Acquisitions

1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011

Security & Compliance

Content Management

Cloud & Virtualization

Storage & Management

CrosStor

Avalon

Filepool

Luminate

PrisaNetworks ashya

Services

IIGSixth Largest Software Company in the World


• AENA• Amece• Battelle Memorial Institute• BC Ministry of Finance & Corporate Relations• Brisbane City Council• Bundeskanzlerant• Camara de Comercio de Barcelona• Canada Council for the Arts• Canadian Forces Publications Dept.• Canadian Space Agency (CSA)• Center for Disease Control (CDC)• CERTI Nord• CILEA• City of Detroit• City of Los Angeles• City of Lucerne• City of Philadelphia• City of San Diego• City of San Francisco• City of Vienna• Colegio de Registradores de la Propiedad• Collier County Commissioners Office• Consejeria de Medio Ambiente de la

Comunidad de Madrid• Consular Affairs• County of Grand Forks North Dakota• County of San Diego• County of Spokane Washington• Danish Bibliographic Center A/S• DARPA• Department of Communication (South Africa)• Department of Education (Victoria)• Department of the Marine & Natural Resources• Deutsches Klimarechenzentrum (DKRZ)• Economic Planning Agency• Edexcel Foundation• Environmental Protection Agency (EPA)• EU Direktoratet• European Agency for the Evaluation of

Medicinal Products (EMEA)• European Joint Research Centre (JRC)• Federal Aviation Administration (FAA)

• Federal Bureau of Investigation (FBI)• Federal Deposit Insurance Corp (FDIC)• Federal Trade Commission (FTC)• Food & Drug Administration (FDA)• General Services Administration (GSA)• Gerencia Municipal de Urbanismo de

Madrid (GMU)• Gmuender Ersatzkasse (GEK)• Gobierno de Canarias (Consejeria de

Presidencia e Innovacion Tecnologica)• Government of Alberta• Harrison County• Hogskoleverket• IEP Instituto Electrotechico• Inchon International Airport• Instituto Tecnologico de Canarias S.A.• International Telecommunication Union• Jalisco Judicial System• Kawartha Pine Ridge School Dist.• Korea Industrial Complex Corp• Korea Post Office• Korean National Railroad• KSLI• Landeshauptstadt Muenchen• Las Vegas Valley Water District• Leiden University Medical Centre• Library of Congress• Liguori Editore• London Underground• Martin County• Maryland General Assembly• Mestna Obcina Koper• Metro de Porto• Metro Porto (EFACEC Capital)• Metropolitan Police• Ministerio de Medio Ambiente• Ministero della Giustzia - Dipartimento Affari

Civili• Ministero Grazie e Giustizia• Ministry of Defense• Ministry of Finance, Greece• Ministry of Foreign Affairs• Ministry of Government Admin. & Home

Affairs, Republic of Korea

• Ministry of National Defense• Ministry of Planning & Budgetary• Ministry of the Flemish Government• Montgomery County, Maryland• Municipality of Mark, Sweden• NASA• National Association of Securities Dealers,

Inc.• National Drug Intelligence Center• National Ground Intelligence Center• National Institute of Health (NIH)• National Institute on Aging• National Museum (Korea)• Naval Air Systems Command• Oklahoma Department of Human Services• Oregon Public Employees Retirement

System• Port of Portland• Potchefstroom University• Prince William County, Virginia• Program Executive Office, Theater Air

Defense• Province of British Columbia• Public Record Office Victoria• Public Works Rotterdam• Registratie Kamer• Royal Australian Mint Case Study• Royal Navy• Sage Telecom• San Diego County Clerk• San Francisco Department of Public Health• Santa Clara Valley Water District• Scottish Borders Council• Sema Group AB/Swedish Police• SMAS de Alamada• Smithsonian Institute• South African Dept. of Justice and

Constitutional Development• Spokane County Clerk• St. Gallen Rorschach Hospital District• Stadt Manchen• State of Michigan, Legislature• State of North Carolina• State of Texas

• State of Washington• State of West Virginia• State of Wisconsin• Statens DataSentral a.s. (Norway)• Telepolis Antwerpen• Transport Committee for London• Transportation Security

Administration• U.K. Foreign & Commonwealth

Office• U.K. Secretary of State for Defence• U.S. Agency for International

Development• U.S. Army Corps of Engineers• U.S. Army Recruiting Command• U.S. Courts• U.S. Department of Energy• U.S. Department of State• U.S. Environmental Protection

Agency• U.S. Federal Trade Commission• U.S. Library of Congress• U.S. Mint• U.S. Office of the Secretary of

Defense• U.S. Patent & Trademark Office• U.S. Senate• United Kingdom Patent Office• Universitat der Bundeswehr (Army

University)• University of Chicago Hospitals and

Health System• Utlendingsdirektoratet• Ville de Luxembourg• Washington State PDC• World Intellectual Property

Organization (WIPO)• World Meteorological Organization

EMC Software in the Public Sector


LOCATION INDEPENDENCE

MORE CONTENT TYPES

SERVICES

PROCESS

GOVERNANCE

LIBRARY SERVICES

ANALYTICS

PRIVATE CLOUD

PUBLIC CLOUD

ON-PREMISE

MOBILE

APPSCASE

MANAGEMENT

WEB EXPERIENCE MANAGEMENT

CONTENTMANAGEMENT

CUSTOMERCOMMUNICATIONS

E-DISCOVERY

RETENTION/POLICYMANAGEMENT

INFORMATION

Our Strategy


InformationGovernance xCP Information

Access

Cloud

IIGMISSION

Help our customers get maximum leverage from their information

IIG Strategy

Freedom of information

Act

EU Regulations

Smart Capture (get the paper out

of the way)

Template Management

Personalized Citizen

communicationDynamic case management framework

PoC is better than PPT

- The Public Sector View


A couple of points to consider


Expand the ChannelIMPROVE EFFICIENCYACT WITH CONFIDENCE

OPTIMALDECISION

• Make the best possible decision

• Decide rapidly

• Fewer errors, significant savings

• Protect assets• Maintain an audit

trail of why the decision was made

Expand the ChannelDISCOVERRELATIONSHIPS

INSIGHT

• Understand the big picture

• Explain, describe, and predict

Anatomy of an Optimal Decision

PERSPECTIVE

• Understand other points of view and contexts

• > 84% of information in silos

• Integrations with other sources of information is imperative

Expand the ChannelEXPAND YOUR REACH

CONTEXT

• Understand the available information in your context

• Searches are successful less than 50% of the time due to lack of contextual searching

Expand the ChannelENRICH THEINFORMATION


Always think about the bigger picture

STRATEGICTACTICALSTRATEGIC

13EMC CONFIDENTIAL—INTERNAL USE ONLY.

Paper-based Processes …… don’t support efficiency and service delivery

Slow

Inefficient

Insecure

No BackupGrowingExpensiveDisconnected


Preservation


Reduce Carbon Footprint

• Eliminating the need to move paper around reduces the overall carbon footprint.

• The average CO2 emissions from cars in Britain according to the Society of Motor Manufacturers and Traders 103.89g/mile.

• For sake of an example an officer of a council in the UK travels approximately 250 miles per month between council premises.

• An average CO2 emission of 103.89g/mile - Travel could be reduced by 20%.

• The above equates to a council employee, on average, producing 0.3 tonnes of CO2 per year. By using Documentum to reduce travelling by just 20% means a reduction in CO2 emissions of 0.062 tonnes.

• If this were to affect just 500 officers per annum it would reduce the council’s Carbon footprint by 31 tonnes of CO2 per year.


Process Optimization – Efficiencies enabler

Lack of process automations is a Barrier to Business Insight

?

??

DEAD

DEAD

Inefficient processes inhibit growth

potential

Non-optimized processes lead to

costly errors

Lack of process standards leads to

compliance risk


Ordinary Extraordinary

Personalized Communication


Case Management for the public sector


The case for Case Management:the business of government


Cases in the public sector come in all shapes and forms

consular case management and crisis response management

electronic social care and case record management system

client caseload information system (CCIS)

electronic case register

provision of medical information, patient administration

electronic health records

children's services information

Court case management system children centre management information

system

membership data management system

Contract management

Freedom of information applications handling

surveillance system


General Government

Criminal Justiceand LawEnforcement

Taxation and Revenue

SocialServices

Local Government

• Freedom of information applications handling

• Correspondence handling (enquiries, complaints, policy input)• General public • Pressure groups, lobbyists, stakeholders

• Lawmakers/elected members

• Managing grants/subsidies

• Trade, agriculture, culture, sport, community development transport, etc.

• Managing permit applications

• Planning and l l

• Investigations and intelligence

• Criminal case management/public prosecutor

• Prisoner/offender management and probation service• Youth services• Adult

• Criminal record keeping

• Personal and corporate taxation• Client management

• Tax calculation• Record keeping• Form Processing

• Compliance activity• Investigations• Appeals

• Client assessment and management• Children at risk/in care

• Adoption/fostering

• Vulnerable adults/ disability

• Resource allocation• Legal Aid

• Benefits• Neighbourhood Services

• Housing Registrations

• HR / Payroll • Recruitment• Social Care • Risk Management• Finance and Accounts

• Tender and Contract Process

• Accounts Payable• Managing permit applications

Applicability of Case Management in the Public Sector

PrisonerCase


INTELLIGENT INFORMATION

SOLUTIONS

INTELLIGENT INFORMATION PLATFORM

PROCESS

ECM

INFORMATION GOVERNANCE

CASE & PROCESS

ECM

INFORMATION GOVERNANCE

E-DISCOVERY COMPLIANCE ARCHIVING

CAPTURE MANAGE/FIND COLLABORATIONCUSTOMER

COMMUNICATION

COMPOSITION ORCHESTRATE ANALYTICS

xCP Overview

CASE MANAGEMENT

CORPORATECOMPLIANCE

AND MORE…

Documentum xCP

Captiva Documentum Platform and Media Workspace

DocumentSciences

SourceOne Archiving SourceOne eDiscovery Documentum Records Manager

CenterStage MyDocumentum


Highly-Configurable, All-in-One Case-Based UI

– Accelerates development and deployment

– Increases productivity

– Optimizes decision making


Common Challenges in delivering Results• Time to market is too slow

• Building the needed solution is expensive

• The risk the project won’t meet the time or budget is high

• Re-using the solution or parts of it is almost impossible


The traditional Approach …

BuildBuy

Custom DevelopmentCommercial Off-the-shelf


Modern Custom Assembly

• Configured from pre-defined plans, options

• Reusable, configurable design plans

• Pre-built components for quick, reliable assembly

• Incorporate vertical best practices

• Latest innovative technologies


xCP Delivers

Lower Cost andResourcesCut your development time in half

AgilityDeliver on requests in days, not weeks [or months]

Lower Risk Reducing risk of project failure, operations and maintenance


A Case Management Development Scenario

Identify requirements

Identify solution opportunity

Test solution

Develop solution Deployment

Success


ROI

Identify solution opportunity

Identify requirements

Test solution

Develop solution Deployment

Success

The Opportunity with Documentum xCP

• Decrease development times at up to 50 percent• Lower total cost of ownership by 40 to 60 percent• Improve productivity by 30 to 50 percent


One Platform to support multiple solutions Integrated Court Case Management

Investigative Case Manager

Interagency Case Integration Framework

Offender (Jail/Corrections) Management

Licensing and Permitting

Investigative Case Management

Tax and Revenue Modernization

Contracts Management

Accounts Payable

Correspondence Management

ECM Shared Services/Private Cloud

Change of Life Events

Integrated Eligibility Processing

Unemployment Case Management

Virtual Repository for Health Information

Health Information/Insurance Exchanges

Drivers Licenses

Intelligent Transportation Systems

Enterprise Plant and Facility Management


The evolution to solution

Solutions

Framework

xCelerators

xCP

Products


ActEMC Documentum xCP

Big Data-Enabled Applications

AnalyzeEMC Greenplum + Hadoop

StoreEMC Isilon + Atmos

?

PetabyteScale11

Structured &Unstructured22

Real Time33

Collaborative44


Public Sector Challenges

Challenges Solution

Save Money Proven ROI, Real dollar saving, Reduce hidden paper costs

Increase efficiency Stream flow Processes, Agile and dynamic case management

Proven Solutions – How not to reinvent the wheel and shorten time to market

Tax, Justice, Police, Healthcare, Local Government and many more ready solutions

Improve Citizen Services Customised delivery of information, digitally available information which is in context of a process

Need to manage access to sensitive data

Control and monitor access to information


xCP by Example


xCP by example: Investigative Case Management (ICM) One easy to use system Police Officers Detectives

Victim Support Unit

Manage all information for investigation Reduce number of systems

Avoid re-keying of information

Track and Monitor cases Management reports

• Auditing

• Case audit

Real time alerts

Produce bundles for the Prosecution Avoid re-keying Remove sensitive information

Single system Web Based End to end case

management

• Register crime

• Auto creation of artefacts

• Integration with other systems – eg mapping

• Witness support tracking

• Linking of related cases

• Support for all types of artefacts (eg multimedia)

• Tasking

• Scanning of paper

• Integration with external systems – eg CMS

What did we do Burglary Scenario Direct feedback from team

How much effort 30 man days of

effort

Benefits Task management

• Delegation of tasks through shifts

Reduced Training

• Wizard driven

• Automated

Single point of entry

Single view of investigations

• Access to whole case irrespective of role

• Single point for case artefacts

• Portal to legacy systems

• Removal of paper

• Can manage physical evidence

Enabling centralisations

• Automates tasks for screening

• Service center approach (egpaper capture)

Flexible

• Easy to change

35


ICM – Policeman Queue


ICM – Managing the case


ICM – Investigations Monitoring


Courts Case Management xCelerator


Notices can be authored in common tools such as Word by simply dragging data elements onto the page


Courts Case Management


Public Sector Benefits from content management

• Reuse of content – supporting the 360 view of citizen

• Collaboration – share information

• Efficient processes – Workflow with business/case understanding

• Freedom of information act – support the transparent government

• Discovery / Freedom of information act – How can we find all of the information in all of the systems and file shares?

• Agility - Deliver on requests in days, not weeks/months

• Removal of geographical boundaries – support flexible workplace if needed and desired

• Compliance – Manage sensitive information better

• Secure – Apply best security measures to content repository and achieve citizen assurance that their information is safe

• Cost Savings – Less paper/Less Manual work/Less Mistakes/Dispose of unnecessary information


Citizen Service Delivery Benefits? • Productivity - reduce time spent per case 50%

– free up clerks, legal assistants, and administrators thru use of automated administrative work now automated by utility processes

• Backlog Reduction/Speed - reduce case backlog 25%– speed case processing using workflows are able to review and organize files, build court

case virtual records and share with stakeholders

• Decision Quality - reduce continuance by having complete case files– accelerate judge’s work, capture decision and kickoff downstream processes

• Internal Visibility - improve operational planning – improve Court administrators ability to proactively manage cases, intervene to break log

jams and provide dashboards for external use as well

• Improved Service/Transparency - share content externally– accelerate flow of information to prosecutors, police, investigators, and others who can

now be more effective and productive

• Reduced Risk – speed eDiscovery – Access virtual case files with comprehensive information from initial contact through

resolution.


Customer Stories


The German Federal Office of Administration (BVA) The German eGovernment Suite

Business Drivers

Massive modernization and reform activities

Many different ministries with very special requirements

Different IT infrastructures and experience

Pricing pressure

Solution

Flexible Archiving and VVorkflow Management System in IT –supported Processes

Business Results

Federal Agency for Economics and Export Control (Bundesamt für Wirtschaft und Ausfuhrkontrolle) 2.4 million applications, documents, paperless processing

Annual ROI of : 0.75M

Federal Office of Administration (Bundesverwaltungsamt):– 50,000 credit users, Credit volume of about 50 billion , About

450.000 transactions (work folders) each year– Output improvement per person: + 38,69 %– Savings in personnel expenses per year: > 4M

The Federal Office of Administration or Bundesverwaltungsamt , seated in Cologne, is a central service provider of the German state, the BVA takes on more than one hundred different tasks for the federal ministries and their divisions with its 2,200 employees.In this function, the authority cooperates with several other agencies on a federal, state and municipal level


The South African Revenue ServiceCustomer Profile

Results

Maximizing tax revenue collection

Accelerating responsiveness to taxpayer enquiries

Minimizing tax payer burden --- Making it easy!

Decreased tax forms processing time from 120 to less than 14 days

Reduced processing error rate from 40% to less then 7%

Reduce physical storage cost: all paper shredded/stored in repository

Volumes

180 000 average forms pages / day, up to 700 data fields on each form

30 people for scanning, 160 people doing Data validation, 15 Team leads, 2 Shifts covering 7:00 – 21:00 hours

Revenue Service Modernization ProgramSARS modernization program vision: Improve citizen satisfaction, Be an innovative revenue and customs agency. Enhances economic growth and social development. Provide an enhanced, transparent and client-orientated service to ensure optimum and equitable collection of revenue


EMC Documentum in taxation and finance

Her Majesty’s Revenue and Customs (UK)

– Use Documentum for information publishing, collaboration and negotiation with large businesses (top 100), records management

Internal Revenue Service (US) – Use of Documentum for:

Web Publishing, Publications, Case management, Workflow (BPM), Forms management, Records management

Finance and Public Credit (Mexico)

– Use of Documentum for Web publishing, case management, document management, records


FBI – “Sentinel”Case Management Program

• Challenge– Implement a Web-based portal to initially allow access to

the soon-to-be-replaced automated case-support system and, later, data in the new case-management system.

– Create a case management “workbox” to summarize a user’s workload (the case files an agent or analyst is working on) and provide automatic indexing in case files according to person, place, or thing.

– Allow single point access to investigative case work• Solution

– An electronic case and records management system, with cutting edge search, extraction and information sharing capabilities

• Documentum ECM and Records Management

– Integration with existing vendors• Siebel, Metastorm for BPM, IBM Websphere

• Benefits– Allows FBI special agents, supervisors and executives to

process evidence and other information as well as schedule and monitor work flow, using secure information sharing technology

The FBI SENTINEL program is a 6 year, 6 phase $305M program.

About 30,000 FBI users now access Sentinel as they begin a typical work day


Business Drivers Long term preservation and national

archive requirementSolution Records ManagementBusiness Results The solution helps the PROV to advise

and assist agencies in achieving compliance with current and evolving standards.

Ensures that the archives are accessible to the government and people of Victoria.

Integrates record information from both the digital and physical collections, giving a holistic view of the archive.

Public Record Office of Victoria, AustraliaAccess to Records Archives for Government

PROV, the state of Victoria’s archive authority, is responsible for managing all public records produced or held by the Victorian State Government since the establishment of permanent government services in Victoria in 1836. • The agency issues standards for managing public records,


Business Drivers– 800,000 documents, 400 million pages of information,

on property ownership and legal transactions. Users spread across 500 sites

– Growing demand for services, but improvement efforts hampered by manual paper-based processes for document capture, storage and access

– The Registry wanted to automate these processes in order to speed responses to queries, and provide a secure method of storing and archiving original documents

Solution– An initiative to digitize every property record, within a

centralized document management repository. At the heart of the new system is the Documentum ECM Platform

Benefits– Much faster access to information; dramatic

reductions in capture, retrieval, storage and archiving costs

Property Registry of Spain

The Property Registry of Spain is an organization that enters and maintains a public record of real estate transactions, real property ownership, and the rights associated with it.


California Department of Corrections and Rehabilitation (CDCR)• Organization:

– Responsible for the operation of the California state corrections, rehabilitation, probation and parole systems, and enforcement and investigations of parolees and prison inmates

– CDCR employs approximately 33,000 state peace officers– Houses 172,000 prisoner in 33 facilities through out the state of CA

• Compelling Event:– Lack of an automated, centralized offender case management system reduces the State’s ability

to effectively manage and supervise the offender’s time with the Department of Corrections– Set out to create a fully integrated Strategic Offenders Management System (SOMS)

• Corporate Objectives:– Get control of the 200 million paper documents that exist and the millions more being generated

yearly. – Increase productivity by automating paper processes– Reduce number of lawsuits which are incredibly expensive– Consolidate more than 25 existing databases to create a more effective, fully automated

management system– Enable program administrators, correctional counsellors, officers, parole agents, and other staff

to access information about an offender instantly, regardless of the offender's location within the system.


NATO EIM – Business Requirements

• NATO HQ wishes to dramatically improve information exploitation in order to significantly

– improve Collaboration & Consultation

– help make decisions

– deliver policy and guidance to their staff

• As such, an Enterprise Information Management Programme has been initiated to take into account:

– The central role of information (ability to create, find and exchange)

– The diversity of users (casual users, temps, on-site/off-site)

(intuitive, adaptive and dynamic)

– The management of information and according policies(present, retrieve and secure)

• Implement a technology architecture & infrastructure to support an Information Management solution and strategy for 2,000 staff


The Swedish Prosecution AuthorityBusiness Drivers

– How to handle over 1,000 cases/year, each with significant content

– How to move from paper to electronic folders

– How to share and track documents with police and others

Solution– A central e-repository that handles information for all the

applications used by the Swedish Prosecution Authority

Business Results

Yields greater operational efficiencies and lower systems maintenance costs

Enables easier communications with the police, the Prison and Probation Services, and other judicial bodies

Provides greater access to information

Simplifies the management of IT systems by uncoupling the repository from the application

“Having a shared information model for the entire judicial system will make it easier to capture communication failures between the police, Prison and Probation Service, and the district courts”

Mikael Dahlin, Senior Archivist and Head of Documentation Unit

Three national prosecution offices-corruption, crimes against the police and securityOver 770 prosecutors handling over 1,000 cases/yrInvestigate crimes, decide whether to prosecute


KELA project FinlandNation-wide virtual patient record archive

» eArkisto : national patient record archive

» eResepti : national eprescription database

» eKatselu : national citizin eAccess to patient record

Business Drivers

– KELA selected EMC information infrastructure as the cornerstone of

the national patient records archive

– KELA foresee improvements in patient service, diagnostic excellence

and other areas of service delivery such as the electronic

prescription service

– The system is expected to generate major financial savings

– Built Documentum Repository integrated with Symmetrix and

Centera to create national patient record archives.

– 300,000 healthcare professionals plus Finnish citizens will benefit

from a single online information source.

Public Sector Transformation - Dell EMC Austria · 18.11.2011 · Public Sector Transformation EMC...

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