1 Enterprise Content Management for Government Presented by Donald Lussier IBM Corporation

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Enterprise Content Management for Government

Presented byDonald LussierIBM Corporation

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Enterprise Content Management

Drivers – Why make the investment?

Government Adoption

Government ECM Examples

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What is Enterprise Content Management (ECM)? . . . it’s the ability to manage unstructured information.

Delivering the right information to the right people at the right time

Scale

BusinessProcess

WebContent

ManagementRecords

Management

DocumentManagement

eMailArchiving

DocumentImaging

Media

Documents

E-mailTransactions

Web Content

Reports

Integration toSystems & Data

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DataDemand

OLTP and BI(narrow scope)

ApplicationTypes

Compliance, Competitive Intelligence (wide scope)

Source: Gartner

UnstructuredData

Structured Data

Unstructured Information is Quickly Becoming the Dominant Information Type

Percent ofinformation value

managed in traditional databases

Content + Business Process

• Improve Processes

• Create Efficiencies

• Reduce Costs

• Improve Service

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Unstructured Information Example

• Paper-based case file issues:

• Multiple pieces of information

• Missing Information

• Sharing Information

• Workflow

• Photocopying

• Up-to-date Information

• Compliance/Retention Policy

Media

Documents

E-mail

Transactions

Reports

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Government Adoption

Government Client Examples

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For Government - It’s all about paper . . .

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Images of the Paper-Based Process

You Can Make an Impact to Make Things Better

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The top ECM Business Drivers for Government are:

Government Business Issues

Improving operational efficiencies and reducing costs with proven and measurable ROI

Enhancing government processes as it relates to service delivery to the citizen

Improving ability to meet Risk and Compliance legislative mandates

Integrating with existing business systems

ECM Solutions

Transforming business processes by automating paper and labor intensive tasks with Capture, eForms, workflow, search and retrieval

Combining workflow with content for Case Management resulting in improved citizen access and outcomes

Implementing Risk and Compliance portfolio of solutions including records management and eMail Archiving

Integration capabilities with multiple repositories and data sources. Sub-theme of Transforming business processes

Source: Gartner-IBM Inquiry 01-25-07, Forrester-IBM Inquiry 03-02-07

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17%

26%

7%

9%

11%

12%

13%

0% 5% 10% 15% 20% 25% 30%

Reduced Costs

Risk Management

Increased Profits

Faster Turnaround

Better Customer Service

Improved Compliance

Improve Efficiency

Top Business Drivers – all industriesTop Business Drivers – all industries

Source: AIIM, State of ECM Industry, May 2006Source: AIIM, State of ECM Industry, May 2006

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Natural Disasters

Source: NASA Earth Observatory

Source: Google Images

Self Inflicted

Mother Nature

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Government Solutions Drive Content & Process

Professional Licensing

Tax Processing

TANF

Auto Titling

Inmate Records

Criminal Case Mgmt

Workers Compensation

Child Welfare

Medicare Part B

Medicare Part D

Student Tracking

Child Support

Permitting

Correspondence

Environmental Lic. & Permitting

Juvenile Probation

State Retirement

County Welfare Records

Public Housing Agency

Accident Reporting

State Architect

Litigation Case Management

Grants Management

Securities Regulation

Integrated Justice

Medicaid Processing

Immigration Processing

Court Case Management

Land Records

Legislative Management

Unemployment Case Management

Vital Records

Project Management

Capital Planning

Regulation Management

Vendor Management

Contract Management

Public Utility Rate Submission

Civil Service Commission

HR Job Application

311 Call Center

Procurement

HR On boarding

OSHA Regulation Management

Leave Request

Federal Pension Management

Records Management

Citizen Self Service

Federal Loan Processing

Real ID Act

DOT Project Documentation

Unclaimed Funds

Fair Hearings Case Management

Complaint Submission

Patent Management

Public Service Commission

Adoption & Foster Care

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Government Adoption


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Government Adoption of Enterprise Content Management

Flexibility

IntegrationTransformed Government

Inte

gra

tin

g w

ith

oth

er a

pp

s/d

ata

Common method to support the storing and retrieving of content

Controlling the Paper

Making the paper smarter

Process Management

Consolidating & Sharing the

paper

e-S

tate

men

ts

Ris

k &

Co

mp

lian

ce

Options

Capture

Forms

En

terp

rise

Sea

rch

Think Big – Build Small – Scale Fast

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Adding Process to ContentGetting the Right Information to the Right People at the Right Time

• Improve Processes

• Create Efficiencies

• Reduce Costs

• Improve Service

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Business Process Management (BPM)Create - Model - Improve Processes using BPM

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“Point in Process” Collaboration

ExceptionException

Complex issueComplex issue

Error conditionError condition

Requires Requires multiple people multiple people to solveto solve

Business Process in Action

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Business Process Management for Records Management and eMail Archiving

Records Lifecycle ProcessRecords Lifecycle ProcessRecords Lifecycle ProcessRecords Lifecycle Process

If you need a process to . . .

• Capture Records

• Retain Records

• Legal Holds

• Dispose of Records

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Government Adoption


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Business BenefitsChallenge

State of Utah - HHS

Application silos Families have to navigate multiple systems to apply for

benefits Need new approach to integrate existing apps with new apps

to provide an integrated case management system

Solution

Enables state officials to better manage Federally funded programs

Single integrated system (versus multiple) enabling citizens to apply for benefits online

Automated workflow streamlines business processes and improves response for citizen benefits

Comprehensive case management systems for case workers with seamless access to all information associated with a case file

Portal

Content Management

Workflow

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Florida Department of EducationBureau of Teachers Certification

Inefficiencies in the paper work process for certifying teachers

Rapidly increasing volume to applications

Delays and bottlenecks and errors with manual processes

Solution

Reduction in the time to certify teachers

Able to handle increase in teacher certification workload – 70,000 applications/renewals per year – Approximately 700,000 pages per year

Drastic reduction in errors

Significant improvement in access to teacher certification information and management of the process

70% or more of applications are now online.

Imaging

On Line Application process

Workflow

ECM repository

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Miami Dade – Traffic Courts

Staff buried in paperwork

Half of all tasks simply required moving paper from desk to desk

Delays and bottlenecks occurred due to misplaced paperwork and forms

Solution

$1M annual savings in personnel costs

Able to handle 30% increase in workload with 15% fewer staff

Reclaimed 3,500 SqFt of storage space

Significant improvement in quality of work environment

“The (SPIRIT) system provides the Clerk's Traffic Division staff with an efficient way to manage the workload that is starting to approach one million traffic cases each year, and it has allowed the Clerk's Office and the courts to make decisions more quickly, improving customer service and efficiency; reduce storage costs; and provide job enrichment by re-engineering core business processes. ”Harvey Ruvin, Clerk of Miami-Dade County Clerk of Courts

Imaging

Electronic Forms

Workflow

ECM repository

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State of North Dakota - Enterprise

Tax department ran out of space to house documents

Agencies could not share information leading to extensive duplication and increased customer wait time

Solution

System paid for itself in six months

Automation of business processes enabled workers to complete a full days work in less than three hours

13 different agencies can share and access information instantly

Significant decrease in citizen wait time for documents

Connectivity


Business Process Management“We will be able to leverage IBM's understanding of how we do business with the power of ECM technology. The end result will be better solutions to better serve our customers.”

William RoachEnterprise EDMS CoordinatorState of North Dakota

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New York State - DMV

The DMV needed an information capture system that would improve the efficiency of a ticket-imaging system that processes traffic-violation tickets from various policing agencies primarily in the New York City and Buffalo/Rochester areas.

DMV also required a solution to quicken the time-consuming process associated with processing title services, safety records and licensing fraud for salvage vehicles.

Solution

Capture


Workflow

“Our new ticket-imaging system has generated much faster processing times, produced higher accuracy rates in reading ticket data, and enabled remote offices and courthouses to pull up ticket images at will,” said Ray Paradise, who handles eContent and Technical Support at the State of New York DMV. “On an operational side, our data entry staff works more efficiently, accomplishing as much as 50 percent more ticket processing per hour.”

The processing of tickets has been accelerated by more than two-thirds

Produced higher accuracy rates in reading ticket data

Data entry staff works more efficiently, accomplishing as much as 50 percent more ticket processing per hour

Enabled remote offices and courthouses to pull up ticket images at will

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Florida Children and Families

New State legislation for retaining “public” email to meet 7 year requirement

Paper request for “public” information taking days of work

Employees unsure what to do with their old email

Solution

Increased employee productivity

Reduced system storage and over-head

Single point of access, management and tracking for public information requests

Management metrics for responsiveness

Mail Management/Archiving system

Advanced Search system

Automated requests

Workflow system

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How to get started

Think Big, Build Small, Scale Fast– Identify a small project with identifiable payback– Identify requirements (volume of documents, number of users,

infrastructure required, workflow, records management, training, etc.)

Plan budget– Cost to implement ECM can include multiple components– Scanners, servers, ECM software, implementation services– Entry level costs for a project can be $100-200K

Do your homework– Select an experienced ECM Systems Integrator to implement your first

project

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Questions