The Four Waves of ECM Innovation Derick Deleo

The Four Waves of ECM Innovation
Software Group Comes to You 2010
Derick Deleo
WW ECM Technical Professionals Executive
13 October 2010
© 2010 IBM Corporation
A Smarter Planet harnesses today’s information explosion for
business benefit …
… driving a need for better
Enterprise Content Management
Instrumented
Interconnected
Intelligent
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 Managing essential content anywhere
 Governing information over its lifetime
 Optimizing processes that rely on content
 Deriving unexpected content insights
© 2010 IBM Corporation
The explosion of information
80% of new information growth is unstructured
content – with 90% of that unmanaged
The volume, variety, and velocity of information
is driving unprecedented complexity
– and opportunity
1990
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2000
2010
2020
© 2010 IBM Corporation
Today’s reality of ability vs. responsibility
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 *
Approximately 70% of the digital universe is created by
individuals, but enterprises are responsible for 85% of the
security, privacy, reliability, governance and compliance
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* AIIM Industry Watch
Survey (March 2010)
© 2010 IBM Corporation
ECM in context: Contract Lifecycle Management
Draft
Negotiate
Approve
Storage &
Management
Administration &
Compliance
Renewal &
Optimization
Supplier
Legal
Finance
ECM
Approval
Hierarchy
ECM
CRM
ERP
Automatic
Renewal
Notification
Customer
Procurement
Classification
Retention
Security
ECM
Process &
Performance
Analysis
Line of Business
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© 2010 IBM Corporation
Shifting approaches to maximize the value of enterprise content
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Traditional ECM Approach
Moving Toward …
Dedicated and costly to customize
Modular, easy, cloud and
appliance enabled
Siloed, isolated, closed and
departmental
Collaborative, federated, open,
enterprise
Manual and reactive
Governed, proactive, confident
and trusted
Process efficiency
Process effectiveness
Search centric … finding
information
Analytics centric … uncovering
insights
© 2010 IBM Corporation
Typical ECM return on investment experienced by Doculabs
across numerous ECM engagements
Application Type
Enterprise Case Management
(Claims, Enrollment, Exception
Processing)
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
Unknown
(Team Rooms, Wikis, Blogs)
Negative Break Even
Source Doculabs 2010
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Nominal
(<25%)
Moderate Significant
(~25 - 50%)
(>50%)
3-year ROI
© 2010 IBM Corporation
Wave one … Why content management is foundational and essential to
every organization
Optimization
Trusted Content Analytics
Advanced Case Management
Information Lifecycle
Governance
Essential
ECM
Automation
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© 2010 IBM Corporation
Four foundational Content Management initiatives are key to driving out
unsustainable costs and improving Departmental or Line of Business
efficiencies
Reports and Statements
Images
and
Forms
Knowledge
Worker
Documents
Unified Access / Leverage of Valued Content
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© 2010 IBM Corporation
Ball State University improves information access while going green
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
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“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
© 2010 IBM Corporation
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
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© 2010 IBM Corporation
Large City Government
Challenge
• 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
Solution
• 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.
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
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40
35
30
25
20
15
10
5
0
Security
Service
Access
Employee
Turnover
P1
P2
P3
P4
Project Phase
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© 2010 IBM Corporation
Wave two … How governing information reduces your legal risks and
governance costs
Optimization
Trusted Content Analytics
Advanced Case Management
Information Lifecycle
Governance
Essential
ECM
Automation
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© 2010 IBM Corporation
Information has a lifecycle requiring proper disposition
A Standard Model
for Paper, Data
and Content
Frequency of
Access and Use
Expiration
Roughly 95% has a
retention policy … very
little should be kept forever
Born Digital
Over 90% of information is
born digital … and the rest
should become digital
Time
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© 2010 IBM Corporation
Information Lifecycle Governance
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© 2010 IBM Corporation
Expanding the value of your repositories by governing information over its
lifetime
Control Growth,
remove duplicate data
– reduce storage costs
by 50%-80%
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%
Decommission
unnecessary
content, cut
costs by up to
80%
Optimize
eDiscovery
decisions to
reduce costs by
up to 80%
Leveraging a common infrastructure
accelerates cost reduction
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© 2010 IBM Corporation
French National Railroad (Societe Nationale de Chemin de Fers)
The Challenge
 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.
The Solution
 IBM Optim™ Data Growth
 IBM Content Collector for File Systems
 IBM FileNet Content Manger
 IBM FileNet Records Manager
 IBM FileNet eForms
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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.
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
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© 2010 IBM Corporation
Halliburton
Challenge
Business Benefits
 Processing over two million invoices
annually
impacting database performance
 SAP running at peak performance
 Major delays in receiving paper invoices
 Online access to invoice image for
approval
 Audit
 Saved millions by eliminating off-site
storage fees
 Saved hundreds of thousands of dollars
annually in late payment fees
 Improved efficiency
Solution
 IBM FileNet Image Repository
 IBM FileNet Application Connector for SAP
R/3
““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
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© 2010 IBM Corporation
Blue Cross Blue Shield, Tennessee
Gain Control: Know, Manage and Leverage Your Content
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
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 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
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
© 2010 IBM Corporation
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Thomas Miller Group
Gain Control: Know, Manage and Leverage Your Content
The Challenge
Business Benefits
 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.

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
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
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 IBM CommonStore for Lotus Domino provides
e-mail archiving and retrieval, and manages
growth for any Notes database or server
platform
“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
© 2010 IBM Corporation
Wave three … takes workflow and BPM to the next level with Advanced
Case Management
Optimization
Trusted Content Analytics
Advanced Case Management
Information Lifecycle
Governance
Essential
ECM
Automation
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© 2010 IBM Corporation
Why Case Management?
because new challenges have emerged
Knowledge workers in all industries
The volume and variety
of do more with less…
must
Access to expertise is
information can be
overwhelming…and it is
arriving faster every day
Flexibility is essential to
responding effectively to
opportunities or threats
imperative to quality
decision making
Regulatory or legal risks
impose need to
consistently adhere to
critical policies and rules
Automation has handled the routine,
exceptions are now the norm,
many automated
are service
…yet business
needs processes
to improve
outsourced
and manage risk
while optimizing costs
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© 2010 IBM Corporation
What is Case Management?
bringing people, process and information together … in context of a case
A solution pattern where…
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For challenges such as…
That requires unique
capabilities from…

Complex exception handling

Content management

Complaint or dispute management

Business process management

Contract management

Collaboration tools

There are collaborative,
ad-hoc processes

Activities are event-driven

Lending applications

Social software

Work is knowledge intensive

Benefits enrollment

Business rules

Content is essential for decision making

Rate case management

And analytics

Outcomes are goal-oriented


The judgment of people impact how the
goal is achieved
…that are both horizontal and vertical in
nature

Process is often not predetermined
© 2010 IBM Corporation
A “case” may be expressed differently in various industries
Invoice, Contract, Employee, Vendor, Customer, Project, Change Request, Complaint,
Exception, Incident, Audit, eDiscovery, etc…




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
However, a common pattern of challenges exists across all industries
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© 2010 IBM Corporation
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Advanced Case Management
IBM Advanced
Case
Management
Case Application
Design
Case Templates
Case Runtime
Framework
Case
Infrastructure
Content
Events
Process
360o View
of Case
Rules
Case
Activities
Case
Analytics
Case Context
Case Lifecycle
Management
Collaboration
Social
Software
Monitoring
& Analytics
● 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
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© 2010 IBM Corporation
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 casestyle applications




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



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
© 2010 IBM Corporation
North Shore Credit Union leads with innovation
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 customerfacing processes
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“With IBM ECM, we’ve streamlined and
optimized business processes to drive
a recurring savings of more than $100,000
annually.”
- Fred Cook, Chief Technology Officer,
North Shore Credit Union
© 2010 IBM Corporation
JM Family improves customer service and employee productivity
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
“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.
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© 2010 IBM Corporation
Wave four … uncovering unexpected business insights with solutions
based on Content Analytics
Optimization
Trusted Content Analytics
Advanced Case Management
Information Lifecycle
Governance
Essential
ECM
Automation
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© 2010 IBM Corporation
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?
N=484 Non-trade
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© 2010 IBM Corporation
How Content Analytics works
Extracted
Claimant: Soft Tissue Injury Concept
Person
Injury
Body Part
Location
Noun
Verb
Noun Phrase
Prep Phrase
Analyzed Content
(and Data)
John sprained his ankle on the step
...
Source Information
Internal (ECM, Files, DBMS, etc.)
and External (Social, News, etc.)
Automatic Visualization for Interactive
Discovery and Assessment
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© 2010 IBM Corporation
Optimize
Demo Scenario: Medical Device Manufacturer
2
Interactive Discovery
(ex: trend & outlier analysis)
1
Source Content
(ex: device incident reports,
customer emails)
Action
4
Operational Reporting
(ex: BI dashboard including content metrics)
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(ex: prepare for recall)
3
Collect / Archive / eDiscovery
(collect, classify, trust, archive, retain and
eDiscover relevant content)
© 2010 IBM Corporation
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© 2010 IBM Corporation
Optimize
Demo Recap: Medical Device Manufacturer
2
Interactive Discovery
(ex: trend & outlier analysis)
1
Source Content
(ex: device incident reports,
customer emails)
Action
4
Operational Reporting
(ex: BI dashboard including content metrics)
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(ex: prepare for recall)
3
Collect / Archive / eDiscovery
(collect, classify, trust, archive, retain and
eDiscover relevant content)
© 2010 IBM Corporation
Content Analytics enables business optimization
Smarter Insurance
Large Claims Third-Party Administrator
Analytics over insurance claim files helps detect
fraud faster, reducing costs for their clients by
$millions and optimizing the claims-handling
process
Smarter CPG
Kraft Australia
Analytics over online customer postings helps
Kraft target and deliver new branding
campaigns, increasing sales and customer
loyalty
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Smarter Telecommunications
NTT DoCoMo
Analytics over Voice of Customer data provides
insight to drive customer-oriented decision
making, boosting loyalty and creating new
opportunity
Smarter Healthcare Plans
Blue Cross Blue Shield of TN
Analytics over an integrated single view
of plans, patients and providers enables
better negotiations and improves
provider satisfaction to over 90%
© 2010 IBM Corporation
Key Takeaways
Advanced Case Management & BPM
• Content-centric BPM
• Advanced Work Management
• Case Analytics
 IBM ECM will continue to lead and
innovate for our customers
 Build on core foundation to maximize value Trusted Content Analytics
•
•
•
•
 Start today with both case management
and analytics for improved ROI
 Utilize skilled business partners and IBM
resources to accelerate and simplify ECM
deployments
Content Analytics
Content Assessment
Master Content
Enterprise Search
Information Lifecycle Governance
•
•
•
•
Content Collection & Archiving
Advanced Classification
Records Management
eDiscovery Management
Essential Content
•
•
•
•
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Production Imaging & Capture
Enterprise Report Management
Office Document Management
ECM Standardization
© 2010 IBM Corporation
Let's build a smarter planet
ibm.com/software/ecm
Derick Deleo
[email protected]
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© 2010 IBM Corporation