IBM Enterprise Content Management Platform © 2012 IBM Corporation

IBM Enterprise Content
Management Platform
© 2012 IBM Corporation
It’s no longer about one thing
Velocity
Volume
12
terabytes
of Tweets create daily
Analyze product sentiment
15
petabytes
5
Variety
million
trade events per second
Identify potential fraud
500
million
of new information daily
call detail records per day
Determine relevance
Prevent customer churn
2
4
terabytes/site/day
average surveillance video
Monitor events of interest
80%
info
growth
is unstructured content …
Improve customer satisfaction
© 2012 IBM Corporation
ECM Platform Market Drivers
• Customers on average have 6 or more different
ECM repositories which they would like to
integrate with and/or consolidate
• “The diversity and volume of content types
continue to grow, along with demands for new
Deployment models and for access to content
management functions from any device,
anywhere”(Gartner)
• Implications for all forms of ECM applications
• The total ECM Market is estimated to reach nearly
$12b in 2012 and the Content Management
segment will grow at 7.4% through 2015, reaching
approximately $4.5B
• Reduced IT budgets require savings in
infrastructure deployment cost
Gartner, "Agenda for Enterprise Content Management,2012" Mick MacComascaigh, Karen M. Shegda, 29 February
2012, ECM Market Sizing (SWG MD & MA Teams), IDC Historical Vendor Shares 2008-2010,GMV 2H11
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© 2012 IBM Corporation
ECM Platform Trends
78% of CIOs want to improve the way they
use and manage content
Information in digital universe will grow by a
factor of 44 between now and end of
decade
42% of workers spend time working from
locations outside of corporate firewall from
home or client locations
60% of organizations are ready to embrace
cloud in the next five years
Sources: IBM 2011 CEO Study; IBM 2011 CFO Study, IBM study of 3000 global
CIOs, IDC report
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© 2012 IBM Corporation
Key Requirements of a Platform
• Stringent budgets and resources drive the need to
aggressively reduce IT costs
• Operational Efficiency of IT services and TCO of system
implementations
• Flexibility and Speed of Deployment
• Simplification and Consolidation
• Global Systems of Record and Enterprise Compliance
• Globalization of Services and universal availability and
accessibility of Content
“ECM technology has changed greatly
in recent years, with broader suite
functionality, better process control,
improved ease of use and a stronger
focus on records. As a result, Gartner
strongly advises organizations with
ECM technologies more than five years
old, or with multiple products across
departments and geographies, to reevaluate their content architecture with
a view to possible consolidation of
functionality and vendors”.(Gartner)
• Information explosion from internal and external sources
• Anywhere, anytime secure access to any content,
through mobile devices
5 Source: Gartner, "Magic Quadrant for Enterprise Content Management" Mark R. Gilbert, Karen M. Shegda, Kenneth Chin, Gavin Tay,
13 October 2011
© 2012 IBM Corporation
ECM Platform Capabilities
•
Simple to complex document types
•
Active Content with analytics
•
Extensible data model
•
System Monitor
•
Rich storage options
•
Rich development environment
•
Lifecycle and retention management
•
Integration with desktop and web applications
•
Mobile Solutions for ECM
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© 2012 IBM Corporation
Two levels of decision making are converging
Variety of Industry Solutions
 Enterprise Content Management
Architecture
 Platform Capabilities – Integration,
Migration and Federation
 Bring Mobile Content to Business
 Embrace of Cloud and Hybrid Solutions
 Big Data Information and Applications
 Curb storage growth, dramatically lower
IT and legal costs
 Bring People, Process & Information
together
Operational Efficiency/Scalability
Speed of Deployment
Consolidation/Globalization
Lower TCO
Repository of Record
Consistent User Experience
Increase System Uptime
ECM Platform
Capabilities
Improve Customer Service
Lower Cost of Operations
IT
Ensure Process Compliance
Line of Business
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High Value
Solutions
Systems of Engagement
© 2012 IBM Corporation
ECM Platform-Entry point for high value solutions
IT Buyer
ECM
Govern
Platform
Govern
LOB & New
Buyers
Capture
Capture
Analyze
Analyze
Socialize
Socialize
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Activate
Activate
© 2012 IBM Corporation
Solutions supported by the ECM Platform
IT Platform Capabilities
IBM ECM Foundational
Solutions for…
• Defensible Disposal and Value
Based Archiving
• Integrated Document Imaging and
Advanced Capture
• Social Content Management
• Advanced Case Management
• Enterprise Report Management
• Retention & Records Management
• eDiscovery
• Content Search & Analytics
• Enterprise Platform Services
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LOB Solutions
IBM ECM Cross-Industry
Solutions for...
• Human Capital Management
• Customer Service / Experience
Management
• Asset Lifecycle Management
• Contract Management
• Accounts Payable
• eBilling & Electronic Document
Delivery
• Account Opening & Management
• Voice of the Customer / Market
Sentiment
• Enterprise Fraud Management
IBM ECM Industry
Specific Solutions for...
• Coordinated Patient Care
• Crime Intelligence
• Complex Loan Origination and
Processing
• Claims Optimization
• Courts and Justice
• Benefits Adjudication
• Insurance Underwriting
• Student Intervention
© 2012 IBM Corporation
Enterprise Content Management Architecture
IBM ECM Solutions
IBM Solution Accelerators
Foundational | Cross-industry | Line of business
Portfolio aligned to industry imperatives
Capture
Document capture automation | Production imaging | Enterprise report management
Socialize
Activate




Comprehensive case management
Integrated collaboration and rules
Case analytics
Content-centric BPM
 Office document management
 Social content & collaboration
 Platform simplification&
consolidation
 Social Business
Analyze
 Content analytics and assessment
 Enterprise search
 Classification
Govern
Value-based Archiving | Records and Retention | eDiscovery Management | Governance & Disposal
Platform Services
Enterprise integration, federation | Unparalleled extensibility, scalability | Flexible deployment models (e.g. on-premise, hosted, cloud…)
Middleware Extensions
Data management | Web content management
Enterprise Content Management Services and Support
Consulting Services | Training and Certification | Technical Support | Software Accelerated Value Program
Smarter Content
Realizing the value of content for better insight and outcomes
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© 2012 IBM Corporation
Extensive Standards and Platform Support
Industry
Standards
Databases
Operating
Systems
Application
Servers
WebSphere
WebLogic
Directory
Services
Directory Server
Directory Server
eDirectory
JBoss
Active Directory
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© 2012 IBM Corporation
Integration, Federation
and Migration Capabilities
ICC 6
Connectors
Copy Move
Move with Link
Documents to IBM
CM8 or P8
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IBM
Content
Integrator 17
Connectors
Integrate Content
amongst 17
repositories
Search across all
17 support
repositories
Content
Federation
Services
MetaData Sync
Move Docs when
needed with P8
Transfer and
Migrate Content
Search of federated
metadata stored in
master catalog
CMIS 30
Supported
ECM
Repositories
EntropySoft Content
Hub For IBM Content
Manager 40 +
Connectors
Create Read Update Delete
Documents with any
CMIS Supported
Repositories
Federate, Search, Transfer, Sync
Documents and/or Metadata with
any EntropySoft Supported Repository
© 2012 IBM Corporation
Integration, Federation and Migration Support
Content Collector
Content Integrator
& Content
Federation Services
Federate
Content
Sweep
Content
Integrate
Content
EntropySoft
Migrate
Content
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Synchronize
Content
© 2012 IBM Corporation
Mobile Trends
Last year, smart phone shipments beat those of
PCs for the first time ever, with 73 million
more units being sold.
By 2015, at least 60% of information workers
will interact with their content applications via a
mobile device.
67% of organizations believe that mobile
technologies are “important or extremely
important to improving their business processes.
The average organization that has deployed
mobile solutions is 2.7 times faster in
responding to customers and staff than those
that have not.
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Sources: Gartner, "Predicts 2012: Plan for Cloud, Mobility and 'Big Content' in Your ECM Strategy" Karen M. Shegda, Mark R. Gilbert, Kenneth Chin, Whit
Andrews, Gavin Tay, 16 November 2011,AIIM Research
© 2012 IBM Corporation
Bringing Mobile Content to Business
Capabilities
Benefits
Allows users to access, manage and work
with enterprise content directly from mobile
devices
Extends the reach of content
Anytime, Anywhere access to business content
Easy, intuitive collaboration and personalized
interactions
Faster, easier access to information from
various content sources
Flexible, analytics-based search*
Quickly find the needed documents
Business Self-provisioning*
Minimize the dependence on IT department
“The self-provisioning capability IBM is offering will make it easy to
set up a team space for collaboration without the help of our IT
department,” - Chuck Picard, enterprise electronic document
management system coordinator for the State of North Dakota.
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*browser access
© 2012 IBM Corporation
Cloud Trends
33% of organizations have generic IT
strategy for moving to the cloud. 12% do
not, and 55% are still undecided
28% of U.S. organizations currently using
cloud computing
The total Archiving Market is estimated to
reach nearly $3.1b in 2014
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Sources: AIIM Research-”Process Revolution - moving your business from paper to PCs to tablets”, CDW Cloud
Computing Tracking Poll
© 2012 IBM Corporation
Embracing the ECM Platform in Cloud and
Hybrid Solutions
Capabilities
Benefits
Cloud-based archiving for email, user and
collaborative content
Reduce Storage Costs
Improve availability
Full text indexing, advanced search
,eDiscovery
Improve access to archived data and enhance
operational efficiency
Policy based document and records retention
management
Reduce the risk of non-compliance with
government and industry regulations
“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
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© 2012 IBM Corporation
Virtual private cloud delivered on a shared infrastructure
located in IBM data centers
Client Premise
Files
eDiscovery
WEB GUI1
Virtualization
used to
separate
tenants
IBM Web-based
eDiscovery
High
Availability
Service
IBM-Hosted
Cloud
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End User
WEBGUI
Customer
Integration with
Repository APIs2
(optional)
Customer
Admin
Secure upload
IBM Archive and Records
Management Repository
Staging
Area
Batch
Load
IBM database and virtualization middleware
Customer LDAP3
Integration
(optional)
Archive
Self-service
Portal
IBM
Administrator
IBM File System
IBM Cloud
Management
Platform
Two instances on IBM storage
© 2012 IBM Corporation
Big Data Trends
Through 2015, more than 85% of
Fortune 500 organizations will fail to
effectively exploit big data for
competitive advantage
By 2016, large companies will stream
more than 16 hours of video per
worker per month
The nature of how enterprises create,
consume and share information is
changing drastically and the diversity of
unstructured content is growing.
Commonly accepted consumer file
formats like audio and video have made
their way into the enterprise and ECM
system. Rich media and video often
support training, customer engagement
and marketing activities.
Sources: Gartner, "Predicts 2012: Plan for Cloud, Mobility and 'Big Content' in Your ECM Strategy" Karen M. Shegda, Mark R. Gilbert, Kenneth
Chin, Whit Andrews, Gavin Tay, 16 November 2011
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Gartner, "Predicts 2012: Information Infrastructure and Big Data" Mike Blechar, Merv Adrian, Ted Friedman, W. Roy Schulte, Douglas Laney, 29
November 2011
© 2012 IBM Corporation
Content Analytics Enterprise Search - Big Data
Information and Applications
Control the capture, management,
governance and sharing of enterprise
content throughout its lifecycle
Capabilities
Benefits
Enterprise Search
Quickly find the needed documents
Content Analytics
Surface actionable insights from
enterprise content
Classification of content
Use knowledge of content analysis to
automatically, accurately and consistently
categorize your organization’s content.
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© 2012 IBM Corporation
Curb storage growth, dramatically lower IT and
legal costs
Information Lifecycle Governance Strategy
Lowers Costs and Risks, Addresses Root
Cause for Systemic Improvement
Capabilities
Benefits
Rigorous, Efficient eDiscovery
Modernize eDiscovery Process
Lower legal risk, cost
Records & Retention Management
Modernize retention process
Lower legal risk, cost
Value-based Archiving
State information value
Align around value
Governance & Disposal
Optimize Information Volume
Lower Information Cost
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© 2012 IBM Corporation
Bring people, process and information together
Achieve a 360-degree view with information
(content & data), dynamic tasks,
collaboration, business rules and analytics
Capabilities
Benefits
Comprehensive case management
Content-Centric processes
Facilitates better outcomes
Improve efficiency and effectiveness
of knowledge workers
Business-driven tools for building
case solutions
Shorten time-to-value
Rapid, user-based prototyping and
reusable templates
Reduce costs and improve efficiency
in software delivery
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people
process
information
© 2012 IBM Corporation
Benefits of IBM ECM Platform
•
•
•
•
•
•
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Extensive platform support for all leading
operating systems, databases, application
servers and industry standards such as
DITA and CMIS
Wide array of business solutions and an
extensive partner community
Starting point for phased approach to
platform consolidation
Comprehensive portfolio of capabilities,
optimizing and rationalizing architecture
across disparate systems
Highly Flexible user experience, highly
scalable architecture supporting onpremise and cloud deployments
Rapid application development and
deployment for rapid time to value
•
•
•
•
•
Tools and capabilities to develop your own
custom, in-house content management
applications
Proactive system monitoring to increase
system uptime
Extensive partner ecosystem provides
support for a wide range of ECM
applications, addressing the use cases which
bring the most value to an Enterprise
Anytime, anywhere access to business
content along with a consistent user
experience across a variety of mobile
devices, operating systems and content
sources
Analytics and search for Big Data to gain
relevant business insights
© 2012 IBM Corporation
J.B. Hunt
Business Process Transformation Enables Cost Reductions,
Improves Efficiency and Increases Revenue
The need
J.B. Hunt needed to implement a new business process
management solution to support its "Perfect Invoice" initiative, in
which the company aimed to bill the correct amount the first time for
all services provided and to receive full payment in accordance with
the customer's terms. To accomplish this, the company needed an
innovative way to identify and properly apply accessorial charges for
driver delays at shipping facilities, known as power detention.
The solution
J.B. Hunt teamed with IBM to develop a business process
management system based on IBM FileNet software. They use a
web based application to allow dray carriers to select work
assignments, confirm deliveries, and submit invoices. The project
focuses not on small quantitative gains but on a complete
transformation in the way power detention – driver delays – events
are captured, administered and invoiced.
The benefits
• Increased % of automatically processed
bills from 60% to 90%
• One billing clerk now manages work
previously done by 6 clerks
• Estimate an additional $870K in additional
revenue captured annually
• Estimate staffing savings of $160K annually
“The success of the HAWK Power Detention
System has demonstrated the value and
potential of IBM FileNet P8 for J.B. Hunt. As a
result, other divisions within the company are
exploring business process management as a
way to remove non value-added work and add
dollars to the bottom line. "
- Tarek Taha Engineering Manager JB Hunt
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© 2012 IBM Corporation
Large U.S. federal agency
Leveraging one of the larger content management systems in the
world to process paperless claims
The need
• To manage more than 2 million paper-based disability
claims each year
• To reduce delays in claims processing (up to 3 years)
• To replace the Paper based process that was very costly,
inefficient, and ultimately provided poor service to the
public
The solution
• 32 million documents imaged and stored each year
(7 TB digital storage)
• Audio and video transcripts from disability claims hearings
(45 TB bytes digital storage)
• 65,000 users, including 10,400 concurrent users
• 1,477 offices and 135 hearing offices that hear appeals
on claims
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The benefits
• Saving more than $1.3 billion when
compared with the cost of creating, mailing
and storing paper folder
• Slashed 100 days out of the average time
it takes to process a claim
“All appeals are handled electronically.
At the hearing offices, we have a new
case-processing system, as well as the
online files. We've had many hearings
where the whole hearing is handled
electronically, with the judge and
attorneys at terminals. We're
even recording hearings in digital media
and filing them in the electronic folder."
© 2012 IBM Corporation
Why IBM?
A recognized industry leader
• Seven of the top eight banks
• 24 of the top 25 insurers
• 15 of the top 16 telecos
• All eight top retailers
• All 24 top U.S. government agencies
Forrester
Gartner
Leader in major ECM categories
• Enterprise Content Management
– Gartner MQ Leader
Marketshare growth
2011:
•IBM:
•Open Text:
•EMC:
• Enterprise Content Management
– Forrester Wave Leader
• Enterprise Information Archiving
– Gartner MQ Leader
19%
6%
-4%
• Message Archiving
– Forrester Wave Leader
• Dynamic Case Management
– Forrester Wave Leader
Sources: Gartner, Forrester, Dun & Bradstreet, 2011.
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© 2012 IBM Corporation
Back Up slides
© 2012 IBM Corporation
North Shore Credit Union
Realizing more than $100,000 in annual savings
The need
North Shore Credit Union is an innovator in the financial services industry, using
CRM technology to revolutionize the way its services are delivered and to
optimize the customer experience. Its success is evident in its rapid growth and
high customer satisfaction levels. In a four-year period, the value of assets under
its administration tripled. The organization sought to streamline business
processes so existing staff could manage the increased workload while
strengthening customer service.
The solution
IBM Enterprise Content Management (ECM) and Business Process
Management (BPM) solutions are helping North Shore Credit Union to
strengthen its competitive advantage through superior customer service, to use
information as a strategic asset, and to optimize business performance. Today,
North Shore 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. As a result, it has
decreased storage and processing costs, improved staff productivity and reduced
processing times.
The benefits
• 100,000 CAD annual savings due to improved business processes
“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
Solution components:
• IBM FileNet® Business Process Manager
• IBM FileNet Content Manager
• IBM FileNet eForms
• Accelerated service delivery by reducing processing times
• Expanded customer wallet share by assisting staff in cross-selling efforts
• 70% reduction in deficiencies in customer-facing processes
• Use of electronic auditing
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IMC14066-CAEN-00
© 2012 IBM Corporation
Major U.S. Health Plan Provider
Promoting wellness with the power of information
The need
Transform the business and promote wellness among the organization’s two
million members by providing information and offering personalized coaching.
The company needed information management solutions that could help
assemble, analyze and deliver access to a wide range of member healthcare
information to support these new initiatives.
The client can now provide
personalized information and coaching
to promote wellness among our two
million members.
The solution
The company implemented a broad array of information management solutions
that provide full visibility into member healthcare data so members can receive
personalized wellness recommendations. The solutions enable the company to
analyze a large collection of data while also achieving real-time claims
adjudication and offering a robust member portal environment, all while ensuring
compliance with government regulations
Solution components:
•IBM FileNet ® software
•IBM Smart Archive
•IBM Information Lifecycle Governance
•IBM® Cognos ® software
The benefit, what makes it smarter
•IBM DB2 ® software
• Transforms massive collections of healthcare data into valuable intelligence to
promote wellness and to help address lower costs and better outcomes
•IBM InfoSphere™ software
• Uses devices in hospitals, labs, pharmacies, patient homes and the company’s
own IT systems to collect member healthcare and claims information.
• Brings together data from disparate sources, creating an interconnected data
warehouse for data mining, forecasting and supporting wellness initiatives.
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•IBM Global Technology Services
•IBM Software Services
•IBM Training
© 2012 IBM Corporation
A European justice department office
Speeds delivery of justice with a business analytics solution
The need
Each month, this European justice department office receives over 100,000
requests from government agencies to inspect small businesses for regulatory
compliance. The office must quickly decide whether to approve the requests while
ensuring the rights of small businesses are protected. But keeping up with the
caseload was difficult with the office’s spread sheet-based decision-making
system.
The solution
The office implemented a comprehensive business analytics solution to streamline
processing and moved to electronic inspection request forms. The solution
provides rapid, transparent access to decision-support data, fulfilling the
government’s policy of ensuring openness in business inspections while
significantly reducing the workload associated with processing inspection
requests.
The solution has generated tremendous cost savings
compared to the previous system.
Solution components:
•IBM® Cognos® 8 Business Intelligence
•IBM FileNet® Business Process Manager
•IBM FileNet Content Manager
•IBM FileNet eForms
The benefits, what makes it smarter
 Predicts future business development trends, enabling forward-looking planning.
Slashes processing time for critical data from days to hours, speeding adjudication
of 1.2 million requests per year.
 Replaces paper-based systems with automated processes using data collected
from electronic forms.
 Links networked devices to provide real-time information access for timely
decision making.
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© 2012 IBM Corporation
US Army
Changing the way it communicates and signs orders to help take
soldiers out of the line of fire
The need
The benefits
• To eliminate the need for Army personnel in three-to-four
vehicle convoys to transport printed forms to and from
operating bases in combat areas.
• To develop a unified format for more than 100,000 different
forms, used by about 1.4 million Army personnel worldwide.
The solution
• The US Army will have a single, centralized format for electronic
documents based on open standards.
• Using this new solution from IBM and Enterprise Information
Management (EIM), the Army is expected to dramatically improve
the efficiency, safety and speed of Army personnel in the field.
• Thousands of orders are processed daily, from troop movements
to supply orders.
• Now an order can be processed in one-third less time,
from a PC, routing it to an officer who can approve it
immediately with a digitally secure signature.
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• The Army’s command structure can gain additional
advantage over adversaries with secure, real-time
communication using IBM Lotus Forms.
• Millions of soldier hours will be saved yearly, allowing
for a faster acting military.
• The Army expects to save $1.3 billion annually in
administrative costs – as well as making major
reductions in errors and system maintenance.
• Army personnel are projected to save about one third
of their time in filling out forms – with an overall
savings of about 60 hours annually per form.
“We hope to see this offering embraced
throughout the Army and greater Department of
Defense, both as a means to save our client's
money and protect our soldiers in the field."
— Susan Schleigh, President
EIM Federal Division
© 2012 IBM Corporation