WfMC Awards for Case Management Global Excellence Awards 2013 Welcome to WfMC Awards for Excellence...

WfMC Awards for Case ManagementGlobal Excellence Awards 2013

Welcome to WfMC Awards for Excellence in Case Management 2013

Media support by


3rd Annual WfMC Awards for Excellence in Case Management

Lead Judge: Max Pucher

Criteria Contributor: John Matthias

Judges: Fred Cummins David Duggal Keith Harrison-BroninskiDana Khoyi Tom Shepherd Marco BrambillaK Walter Keirstead Alberto Manuel Sandy Kemsley Nathaniel Palmer (director) Keith Swenson (Founder) Chuck Webster

Awards Director: Layna Fischer, Future Strategies Inc


Awards Ceremony for WfMC Awards for Excellence in Case Management

Categories• Back Office

• Construction and Big Projects

• Financial

• Knowledge Worker Innovation

• Legal and Courts

• Public Sector

• Shipping and Logistics


Finalists Across All Categories

• Axle Group Holdings Ltd., nominated by EmergeAdapt

• CargoNet AS, nominated by Computas AS

• Department of Transport, South Africa, nominated by EMC Corporation

• Directorate for the Construction of Facilities for EURO 2012, nominated by PayDox Business

Software

• Fleet One, nominated by 4Spires

• Info Edge Pvt. Ltd, nominated by Newgen Software Technologies Ltd

• National Courts Administration of Norway, nominated by Computas AS

• Texas Office of the Attorney General Crime Victim Services Division, nominated by IBM

• U.S. Department of Housing and Urban Development (HUD), nominated by AINS, Inc.

• UBS Bank, nominated by Whitestein Technologies


Info Edge India Ltd nominated by

Newgen Software Technologies Limited

Back Office

5

Production Use of Case Management

Axle Group Holdings Ltd nominated by

EmergeAdapt Limited

Adaptive Use of Case Management

WfMC Awards for Case ManagementGlobal Excellence Awards

Adaptive use of Case Management in the Back Office Axle Group Holdings Ltd nominated by EmergeAdapt Limited

Paul McGlynnCEO EmergeAdapt

Andrew PorterHead of IT National Tyres and Autocare

Alan L. RevieExecutive Chairman Axle Group Holdings

Ijonas KisselbachCTO EmergeAdapt

Situation• Axle Group Holdings, parent company of National Tyres and Autocare (220 high

street branches and web), National Fleet, Tyre Shopper and Viking International.• Growth needs of business promoted renewed strategy for investment in IT• Existing technology at end-of-life.• Desire to consolidate and standardise processes supporting eCommerce, refreshing

with cloud-based technology


Axle Group Holdings Ltd

Implementation & Innovation• Build of 4 eCommerce sites integrated to

case management within 12 months• Consolidating multiple back office systems

into a single case management platform • Case templates provide high degrees of

business-led change, and provide Axle with a platform to rollout new processes

• Configuration of the same case management platform for a claims management company

Benefits • Cloud approach saves US$100k pa in staff and infrastructure• Improved process efficiency with straight-through processing• Reduced cost of change based on end-user configured case

templates• Improved insight into order exceptions giving management

clear guidance on staff training• Smart case buckets allow managers to respond quickly to

changing work patterns and to organise staff into appropriate teams

• Permissions allows managers to control the information individual users can access, and what processing they can carry out

• Case worker experience improved, less training required• Managers can easily configure tasks lists which can both

automate process while providing support for the case worker.• Real time case status indicators allow managers to react

quickly to case exceptions

Technology• EmergeAdapt is the Systems Integrator• CaseBlocks - SaaS Case Management platform for front and back-office


Production use of Case Management in the Back Office Info Edge India Ltd nominated by Newgen Software Technologies Limited Overview

Info Edge India Ltd. is India’s leading online classifieds company with a strong portfolio of brands, experienced management team and a business model that is driven to further capitalize on its first phase of growth. The company wanted a robust, scalable, enterprise class solution for Naukri.com, India’s biggest jobsite and its flagship brand. They were looking for a solution to standardize five core processes namely resume writing, cover letter, application writing, and info-graphic resume and video resume script writing. Situation

• Lack of complete process visibility/transparency in processes• Isolation of departments/work, no proper communication channels• Delays in customer response resulting in poor customer satisfaction scores• Manual work distribution process resulting in poor resource utilization• Handling the extensive volume of transactions related to the job application process• No repository to maintain the transactional data


Benefits• Efficient tracking and monitoring of each case• Faster resolution of customer requests

resulting in higher Customer Satisfaction• Greater Market Penetration• Repository to maintain all transactional data•Automatic work distribution leading to

reduction in Turn-Around-time and Operational Costs

• Dynamic Case Management suite including OmniFlowTM , OmniDocsTM

• Business Analytics• Newgen proposed a new process - PROagile approach

Technology

Implementation & Innovation •Goal driven dynamic case management aligned with

business strategies• Automatic work distribution based on skill set• Convergence of BPM, ECM with complex event

processing to support dynamic case management •Drill down analytics for process visibility and user

accountability•Automatic Case Management pattern for work

distribution• Implementation of Incident Management processes

that respond to unpredictable events


Construction and Big Projects

10

Directorate for the Construction of Facilities for Euro 2012 nominated by

PayDox Business Software



Adaptive use of Case Management in Construction and Big ProjectsDirectorate for the Construction of Facilities for Euro 2012 nominated by PayDox Business Software

Preparations for the 2012 UEFA European Football Championship «EURO-2012» required implementation of large-scale projects in the construction and renovation of stadiums.

Situation• Ukrainian State Enterprise «Directorate for the construction of facilities for EURO 2012» was specifically established to manage construction of sports facilities. This organization became the General Customer of the project management system• The production of such works required an information technology, able to exercise flexibility in the management of a large number of business processes• The project management was implemented on the PayDox ACM


Directorate for the Construction of Facilities for Euro 2012

Technology• INTSOL IT-integration• PayDox Adaptive Case Management

Benefits • The dramatic reduction of the number of overdue assignments and documents • Significant reduction of processing time of documents, orders and tasks• Optimization of collaboration between geographically distributed employees• The number of oral («telephone») assignments and tasks significantly decreased. The management of one-time and current tasks became computerized

Implementation & Innovation• Sociality and simplicity – the key advantages of the system. • All managing projects oriented on results, a process to achieve these results is adapted along the way• The ACM works as a web application serving unlimited users from a single web-server. The system lets to collect, process, store and electronically reconcile a large number of tasks, documents, videos, construction drawings and images


Financial Domain

13

UBS Bank nominated by

Whitestein Technologies



Adaptive use of Case Management in the Financial DomainUBS Bank nominated by Whitestein Technologies

UBS AG is a Swiss global financial services company headquartered in Basel and Zürich, Switzerland, operating in more than 50 countries with about 63,500 employees globally.

Situation• UBS is embarking on a strategy to establish, and in some cases re-establish, presence in multiple global emerging markets spanning Latin America, MENA, and APAC. • UBS is enhancing their global wealth management operations with client-centric collaboration, operational visibility and adaptive process improvement.


UBS Bank

Implementation & Innovation• Solution focused on automating the phases of client case management including prospecting, onboarding and advisory (building an asset portfolio).• Launched a single, modular, client-centric front office platform for wealth management that can be deployed and integrated rapidly with any existing application infrastructure• Client interaction through new user interface supports ad-hoc annotations, collaborative decision making on case state to progress a workflow, attachment of documents etc

Benefits • Compliance suitability, restriction checks, product matching, and other topics including approvals are considerably accelerated, more accurate, and auditable• Reduced capital investment in new deployments• Automatic auditing of all actions performed by users provided full accountability and decision tracing.• Goal-driven governance provides measures and optimization control points

Technology• Living System's Process Suite (LSPS) from Whitestein Technologies.• 'PM1' portfolio management suite built with LSPS by Expersoft Systems.


Knowledge Worker Innovation

16

WEX Fleet Onenominated by

4Spires



Adaptive use of Case Management in Knowledge Worker InnovationWEX Fleet One nominated by 4Spires

Making & keeping commitments improves accountability, drives results, builds trust.

Stacey Bright, Marketing Dir, Fleet OneDavid Arella, CEO, 4SpiresSituation

• Midsize company provides vehicle fleets with fuel cards and financial services• Marketing department struggling with coordinating activities across 9-person team• Keeping track of dozens of ongoing/overlapping deliveries• Searching for two years to find a tool to support collaboration dependencies


WEX Fleet One

Implementation & Innovation• Structured, but flexible coordination of multiple deliveries against tight deadlines• Knowledge workers make and track commitments through delivery• Easy linking of task dependencies• Seamless integration with pre-existing CRM and document management system.• Self implemented within 30 minutes• 15 users handling dozens of deliveries/mo. • “100% user commitment” to new practices

Benefits • Visibility across all projects by whole team• Improved coordination and on-time deliveries• Improved efficiency and execution• Clear accountability and follow up• New work practices support making and keeping explicit delivery agreements

Technology• “CommitKeeper” software provided by 4Spires• Implemented on Salesforce.com platform


Texas Office of the Attorney General Crime Victim Services Division

nominated by IBM Corp.

Legal and Courts

19


National Courts Administration of Norway nominated by Computas AS



Adaptive use of Case Management in the CourtsThe Norwegian Courts Administration nominated by Computas AS

Olav Berg Aasen – Deputy Director GeneralAstrid Irene Eggen – Senior AdvisorEndre Helgesen Skjetne – Senior Advisor.

Situation• Case handling and court management for all 1st and 2nd instance courts• High-quality uniform case handling in accordance with procedural law• Improve service-level for parties / actors / public• Improve efficiency and effectiveness of the Norwegian courts• Improve integration with other judicial actors


The Norwegian Courts Administration

Implementation & Innovation• Adaptive task support for judges and staff• Context- and user-sensitive task templates• A personal worklist for every user, a work

folder for every case• Judicial collaboration hub – police,

prosecutors, correctional services• Communication external stakeholders• 200 case types, 700 task templates• 1 200 daily users, 200 000 yearly legal cases,

7 000 docs produced daily

Benefits • From sequential to parallel case processing• Cross-organizational scheduling and resource

management• Built-to-change, adapting to business

changes• Document production and merging based on

case data• Adopting LOVISA and electronic archives

• Mutually synergetic• Hide archiving nitty-gritty

• Work performance focus simplifies training• Can be used directly in courts or in office

Technology• Built on the ACM framework FrameSolutions™ Java from Computas AS• Task engine, rule engine, organization model, shared information platform• Declarative representation of business logic


Production Use of Case Management in the Courts

Texas Office of the Attorney General Crime Victim Services Division nominated by IBM

Situation• The Texas Office of the Attorney General’s Crime Victim Services Division provides victims of violent crimes a means to apply for eligibility for the Crime Victims’ Compensation Program, which pays medical and other bills related to the crime. • Dated system was close to failure, which would have negatively impacted victim’s claim processing as well as legislative mandated measures, putting federal funding in jeopardy.• Work unpredictability was burdensome to existing system of manual processes.


Texas Office of the Attorney General Crime Victim Services Division

Implementation & Innovation• Initiates pre-defined and ad hoc tasks, with email or workflow notifications supporting work unpredictability• Provides for improved reporting, content analytics and trend analyses relative to the nature of the crime victim services required• Starts cases without all required information, allowing the jumpstart of an investigation• Leverages business rules to drive the assignment of cases, including staff availability, case type, and degree of relatedness

Benefits • Enhances the speed and quality of case outcomes by tailoring work to the way Knowledge Workers worked • Improves allocation and utilization of resources because the system provides a 360 degree view of the work processes and workload status • Offers better reliability, security and lower long term operating cost through cloud-hosting• Platform approach lends itself to next phases: mainframe replacement and social networking

Technology• IBM Business Partner – Adjacent Technologies Inc.• IBM Case Manager platform


Public Sector

24

U.S. Department of Housing and Urban Development (HUD) nominated by

AINS, Inc.



Adaptive Use of Case Management in Public SectorU.S. Department of Housing and Urban Development nominated by AINS, Inc. Edie Pembleton, Program Manager, OCIO

Charles Butler, Director, PMO, Office of the Chief Human Capital Officer

Karen Newton Cole, Deputy Chief Human Capital Officer

Kevin Cooke, Deputy Chief Information OfficerSituation• Cabinet level Department responsible for national housing programs• Mission effectiveness dependent on effective Correspondence and HR

• Mandate for new technology to address both requirements

Service Delivery Improvements & Cost Reductions Streamlined Business Processes

Automated workflows replacing manual & paper business processes Migration solution for retiring platforms

Non-standard & labor intensive correspondence processes Redundant and costly HR processes and systems

HR business needs not met Retiring IT platforms


U.S. Department of Housing and Urban DevelopmentImplementation & Innovation• Correspondence & HR events treated as “cases”• Leveraged existing technologies, acquisition strategies

& platforms for multiple lines of business• Faster ‘To Market’ time • Support ad hoc workflow flexibility• Migrate historical data• Integrate with Microsoft product suit and SharePoint• Migration solution to retiring platforms• Provides alerts, reminders, ticklers• Reuse templates• Inherit capabilities across applications• Leverage portal for better user experience• Support 10K+ users nationally• Positions HUD as a service provider to other Agencies,

sharing cloud & hosted environments

Benefits • Improved service to internal/external stakeholders• More consistency between HQ and Field• Easier ability to streamline business processes• Faster and more efficient processing of HR cases• Higher quality of managing, monitoring and responding

to official Correspondence• Easier adaptation to new mandates• Greater visibility into inefficiencies • Ease of accessing documents related to cases• Available to remote and mobile users• Enhanced processes for document reviews• Ability to baseline costs of program activities• Cost savings of 25% or $525,000 after first year• Contractor support consolidation, from 3 to 1• Capability that can be offered as Shared Service

Technology: eCase, a case management platform provided by and Hosted at AINS, Inc.; Integration with Microsoft technologies with APIs to leading databases and document management systems; InfoPath for Forms design and integration; using AINS workflow engine


Department of Transport South Africa nominated by

EMC Corporation

Shipping and Logistics

27


CargoNet AS nominated by Computas AS



Adaptive use of Case Management in Shipping and LogisticsCargoNet AS nominated by Computas AS

Situation• CargoNet AS is the primary Norwegian freight train operator • Limited infrastructure capacity & increased competition from road based transport• From train-production to order-based intermodal transportation

Main ClientTough book Web client

MQSeries, FTP, WebService

Other systems - other train freight companies - invoice system,…

Smartphone app

GTSApplication server Information platform

ACM platform


CargoNet AS

Implementation & Innovation• Dynamic task templates rather than static

end-to-end processes • Case work folder for

• Freight train planning• Carriage / container booking

• Focus shifted from “error handling” to adaptive handling of situations

• Process snippets over shared information platform enables rapid system adaptation

• Built-to-change

Benefits • Considerable cost reductions related to

customer handling • Knowledge based & “real-time” driven

customer handling• Managing physical reality - new mobile

clients gives proximity from event to recording…

• Shared information platform increases data quality across business operations

• User-centric task support operating on real-time data

Technology• Built on the ACM framework FrameSolutions™ Java from Computas AS• Task engine, rule engine, organization model, shared information platform• Toughbooks in trucks, smartphone mobile client, self-service web portal


Production use of Case Management in Shipping and LogisticsDepartment of Transport South Africa nominated by EMC Corporation

Department of Transport South Africa speeds collaborative case review processes with innovative case management solution

Situation• Department of Transport oversees all modes of transportation throughout the Republic of South Africa • Each branch of the Department had developed its own silo's for case and document management processes • Primary documents weren’t always captured, workflows weren’t well defined or complied with, cases and

documents couldn’t be tracked throughout the process, and records often weren’t retained for later access• Department embarked on an organization-wide initiative to centralize and standardize all document capture,

case management and records management, with the ability to track and trace cases and to ensure workflow compliance


Department of Transport South Africa

Implementation & Innovation• Cases are initiated and automatically

forwarded to the appropriate employees or public officials for review and approval• Guidance and timelines are incorporated

into the case workflow• Using employee profiles and sophisticated

work queues, skills-based routing of cases expedite and improve decision making• Visibility extends across all five branches and

12 agencies of the Department

Benefits • Significantly increased efficiencies of

managing critical DoT proposals and memoranda, speeding response times from weeks to a few days• 80 percent of document recipients comply

with timeframe requirements• Enables government compliance with

Government Minimum Information Standards and national Archives Act

Technology• EMC Corporation• EMC Documentum xCP, EMC Captiva


Judges’ Choice Award

32

National Courts Administration of Norway nominated by Computas AS

Best Overall Use of Case Management


2013 Winners RecapBack Office

Adaptive Case ManagementAxle Group Holdings Ltd., nominated by EmergeAdaptProduction Case Management Info Edge India Ltd, nominated by Newgen Software Technologies Ltd

Construction and Big ProjectsAdaptive Case Management Directorate for the Construction of Facilities for EURO 2012, nominated by PayDox Business Software

Financial Adaptive Case Management UBS Bank, nominated by Whitestein Technologies

Knowledge Worker Innovation Adaptive Case Management Fleet One, nominated by 4Spires

continues…


Legal and CourtsAdaptive Case Management and Judges’ Choice AwardNational Courts Administration of Norway, nominated by Computas ASProduction Case Management Texas Office of the Attorney General Crime Victim Services Division, nominated by IBM

Public Sector Adaptive Case Management U.S. Department of Housing and Urban Development (HUD), nominated by AINS, Inc.

Shipping and LogisticsAdaptive Case Management CargoNet AS, nominated by Computas ASProduction Case Management Department of Transport, South Africa, nominated by EMC Corporation

2013 Winners Recap continued


All books are available on Amazon.com in Print Format“Taming the Unpredictable” and “How Knowledge Workers Get Things

Done” Digital Editions can be downloaded from www.FutStrat.com

2013 Winners will be published in the next edition on the Excellence in Practice series. All previous winners received additional recognition through publication in these books

http://store.futstrat.com/servlet/Detail?no=94


Our congratulations again to the Winners!Keith Swenson, WfMC Chair,

Nathaniel Palmer, Executive Director, WfMC

Layna Fischer, Awards Director and PublisherFuture Strategies Inc.

The recording and slides will be posted to http://adaptivecasemanagement.org/ within a few days.

http://adaptivecasemanagement.org/

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