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Don’t Bury Your Priorities

Under Mountains of Paper:

InfoImage and You

September 11, 2013

© 2013 Unisys Corporation. All rights reserved. Company Confidential

© 2013 Unisys Corporation. All rights reserved. 2

Presenters

Crystal Cooper

Vice President

North America Public Sector

[email protected]

Paul Barber

Vice President

Enterprise Content

Mangement Solutions

[email protected]

Bob Olson

Vice President

Global Financial Services

[email protected]

mailto:[email protected]




Agenda

Enterprise Content Management Overview

Applications, Use Cases, Customer Successes

InfoImage ECM Solution Suite

Concluding Remarks



What is Enterprise Content Management (ECM)?

Enterprise

Large scale, supporting an entire enterprise, with multiple sub-agencies and departments

ECM is 1) strategies/methods and 2) tools:

• to automate monotonous and tedious document tasks

• through creation, capture, storage, preservation

(archiving), process, delivery and usage analysis of…

…unstructured content (e.g. scanned paper

documents, customer forms, invoices, emails,

lending and office documents)…

…to enable enterprises to deliver relevant content

to users where and when they need it for

compliance procedures, internal process

improvement, simultaneous review and work

prioritization (e.g. customer/citizen requests,

invoice processing, collaborative document review,

claims, legal proceedings, etc.)

Content

Paper files scanned as images, as well as digital documents like PDF files, MS office files, XML data, photos, videos, sound files

Management

Input, indexing, processing -involving business rules, storage, audit, retrieval, long-term retention, archiving, purging



The Enterprise Content Management Problem

Processes lack

appropriate:

• Audit

• Automated

workflow

• Compliance

• Security

measures

Many customer and

citizen-facing & internal

operations are people,

paper and process

(3P’s) intensive…

“Do More with Less” Mandate

• Improve customer and citizen

services and satisfaction

• Reduce costs of operations through

improved operational efficiency

• Improve employee productivity and

streamline business processes

• Ensure and reduce man-hours

required for regulatory compliance

The amount of paper and content

required to support these processes

hinder enterprises and agencies’

abilities to do more with less

Without change, expect

• Processing delays

• Customer dissatisfaction

• Hampered back-office

operations

• Redundant processes

• Resources and budgets

lost and wasted

• Non-compliance fines

Enterprises and agencies

need better way to capture

information, manage

content and re-invent

government processes


ECM and Nexus of Forces

Financial Services Reality

Customers

bargain hunt

for rates

“58% bank with

more than one

institution to the get the

best rates and lowest

fees”

Compliance is

cost-prohibitive

“69% of executives

said regulations

mandate banks towards

higher quality capital

and absorb big losses,

and are barriers to

growth”

Consumer

technologies

change game

“7% increase in

online logins in 2012”

“90%...” of executives said they were examining

a change in business model, degree of automation,

pricing and design of products and compensation

systems.*

*Source: (KPMG study of 100 bank executives, 2012)

Non-Traditional

entrants increase

“Retailers and tech

companies, such as

Google and Office Depot

offer “money moving” and

“banking in a box” with

advanced technology,

low cost structures and

venture backing”



Public Sector Reality

Governments and public sector organisations face a future where dealing with

uncertainty while delivering services that are affordable, in the context of

deficit-reducing budget cuts, is their new normal. The challenge for public

sector organisations worldwide is to adjust to the new reality of ‘doing more for

less’ (or ‘doing less for less’) and focus on the outcomes society needs and

wants, while navigating some seismic shifts. – “Future of Government” PWC

Mobile Citizen Providing quicker

access to citizens and

enhance citizen

experience is main

driver for mobile

enabling citizen

services

New World

Of Work City of Oss (NL)

implemented pilot

mobility project to

promote

telecommuting,

enhance employee

productivity, and lower

costs through reduced

paper usage

Increased Field

Connectivity Connecting field

resources with

government systems is

primary motivation for

mobile enabling civil

servant workforce

Civil Services in

the Cloud Cloud services are

#2 priority strategy

for U.S. State CIOs


ECM solutions are shifting from traditional systems and “owned” infrastructure, toward SaaS and cloud offerings

As ECM space has matured, focus

is shifting toward Mobility and Mobile

“clients”/user interfaces for efficiency

Growth in digital Content, and new

e-discovery and management laws

is driving need to empower agencies

with enterprise intelligence for

competitive advantage

Improving intra-departmental

collaboration requires harnessing

social computing without

compromising customer privacy and

security

Cloud Computing

Consumerization of IT/Mobility

Big Data/Smart Computing

ECM and nexus of forces permits delivery of Right

Information, via Right Process, to Right Person at Right

Time Regardless of Location

Social Computing


ECM at Nexus of Mobility, Cloud, Big Data & Social

ECM and Nexus of Forces & Trends provides us an ability to maximize

content-process impact

ECM “Value” Enables

Cost Control Customer Service Compliance


Agenda




Concluding Remarks


Use Cases and Applications of ECM in Financial Services Industry

Example Business Processes & Applications

Claims Processing

Accounting

Human Resources

Fulfillment

Fraud Support

Records Mgmt.

Contract Mgmt. New Accounts

Compliance & Legal

Lending

Account Servicing

Paperless Operations

Case Management

Marketing


Use Cases and Applications of ECM in Government

Example Business Processes & Applications

Claims Processing

Case Management

Compliance & Legal

Fulfillment

Document Mgmt.

Records Mgmt.

Contract Mgmt. Census/Vital Records

Employment & Labor

Justice & Courts

Health / Human Svcs

Insurance / Benefits

Tax & Revenue

Law Enforcement

Primary platforms:

InfoImage & EMC IIG suite


Example Current State Use Case

Transform your Current Operations

`

BRANCH

Customer Internal

Documents

File Room

Branch

Business

Systems

Internal

Documents

Customer

Service

Business

Systems

CUSTOMER SERVICE

Interoffice Mail

Interoffice Mail

Mail

Room

US Mail

Computer

Web Access

Customer Documents The Customer

Back

Office

Staff

BACK OFFICE #1 MS Work Applications

File Room

Back Office

Business Systems

BACK OFFICE #2

Back

Office

Staff Customer

Documents

MS Work Applications


Example Future State Use Case

Into your Future State & Goals

` Branch Staff

FIELD OFFICE/BRANCH

Branch

Business

Systems

Internal

Documents

Customer

Service

Business

Systems

CUSTOMER SERVICE

US Mail

Computer

Web Access

Citizen/Customer Documents Citizen/Customer

Back

Office

Staff

BACK OFFICE #1

Back Office

Business Systems

BACK OFFICE #2

Back

Office

Staff

eForms

Image/Content

Repository

Fax Machine &

Scanner

Paperless Operations

Solutions –New Account Opening

–Legal Services

–Mortgage & Commercial Lending

–Dispute Resolution

–Compliance (Sarbanes Oxley)

Digital content & process

interaction and

management – efficient &

timely operations

A concept where all

papers (and other

documents/objects) are

captured, managed and

processed digitally, thus

providing high value.

Digitally capture, route,

manage, archive

View/Retrieve/Process

Update/Annotate

“Active” Content

Manage Content/Process


Business Issue:

Client needs involved overall reduced TCO, stabilization and

consolidation, and improved real disaster recovery and back-up

systems to address their location within “hurricane alley” in

Florida.

Unisys Response:

Unisys migrated InfoImage and customer-developed imaging,

workflow and archiving solutions from multiple operating sites, into

Eagan, MN and migrated a “billion” documents and associated

images from optical to magnetic storage solutions. Unisys

proved we could manage the overall ECM solution better and

address large ECM growth needs, while including real DR/Back-Up

system, housing both primary production and DR in secure

outsourcing centers.

Benefits and Results:

• Cost : Reduced overall expenses and TCO by over 25 percent

• Operating Flexibility: Reduced CAPEX and increased OPEX

• Service: Improved on system/operations SLA’s back to business

units

• Scalability: Grew end-users to over 10,000 for what is now the

third most utilized internal system at customer

Reduce Total Cost of Ownership and Improve Disaster Recovery

Global Financial Services Organization


Business Issue: To reduce costs and provide quality customer service through efficient operations, SNS Reaal required an integrated business process and enterprise content solution that would be utilized across thousands of employees and across key banking and insurance processes. SNS REAAL also desired a long-term approach to standardize and consolidate their ECM environment while integrating with their Microsoft environments.

Unisys Response: Unisys implemented standard solutions – InfoImage - with standard methodologies and project plans with linkages to ES7000 and the Microsoft suite. In addition, Unisys consolidated services in a long-term, multi-year application services and enterprise content management services and support contract

Benefits and Results: • Increased efficiency: improved core processing times by 20-30%

• Cost reduction: generated savings from software/hardware consolidation and use of ES7000’s

• Client implemented and ECM-enabled most large, core business processes within a holistic enterprise environment, saving money and providing quality customer service.

Provide Exceptional Customer Service While Controlling Costs

SNS Reaal


Business Issue: Responsible for collecting employment taxes and maintaining records

for the 19M workers and 1M employers in state of California, the Tax

Processing and Accounting Division of the Employment Development

Department (EDD) receives $85B in business payroll taxes per day.

The labor-intensive business processes had hundreds of division staff

members drowning in paper, with an inordinate amount of time spent

opening and sorting mail. Payments were frequently backlogged for

deposit to state accounts and response to customer inquiries took

weeks.

Unisys Response: Unisys and the Division jointly worked on a project known as

TEAM (Tax Engineering and Modernization Project) to reenginer

business process and implement modern technologies, including Unisys

InfoImage Imaging so CalEDD can scan, capture, process and archive

tax forms more quickly.

Benefits and Results: • Process Efficiency: Reduced remittance processing from 60 to 2 days

and reduced customer query response time from weeks to real-time

• Cost: Reduced salary expenditures by the equivalent of 134 FTE

• Increased Productivity: Improved employee productivity and saved 350

full-time employee salaries without a single lay-off

• Document Flexibility: Managed more than 60 types of forms and other

critical correspondence

Improve business payroll tax collection processes and reduce operating costs

California EDD (Employment Development Department


Business Issue: Republic of the Philippines’ National Statistics Office (NSO) partnered with Unisys to dramatically reduce service times and improve document integrity for citizens requesting official documents, such as birth, marriage and death certificates. Growing overseas demand for Filipino workers caused a large increase in civil registry document requests and the cumbersome manual retrieval and copy process limited the NSO’s ability to fulfill requests quickly.

Unisys Response: NSO chose Unisys to design state-of-the-art imaging solution and support infrastructure to digitize more than100 million civil registry documents. The new solution extends services to local areas, as well as via the phone and Internet.

Benefits and Results: • Increased Performance AND citizen satisfaction: Double the monthly

transaction volume (from 292K to 800K+) AND citizen satisfaction improved to 82% (vs. 19% under the manual system)

• Enhanced Citizen Service: Document requests fulfilled in as little as 30 minutes in the Metro Manila area and within a two-hour timeframe in far-flung areas across the republic

• Heightened Security: Improved document preservation via digitization and integrity through security features - electronic signature verification, barcoding, and use of security paper.

Enhance Service, Satisfaction and Performance with Heightened Security

Republic of the Philippines’ National Statistics Office


Business Issue: The client moved to a new office building that supported the “new way of working” model. This to increase productivity and support the “any time, any place” working model. They needed a partner that could build and implement a secure mobile Apps to gain access to the existing Document Management Solution.

Unisys Response: Unisys provided assessment services for Secure Mobile and helped the customer to create a solution framework to support Secure Mobile Access to the DMS. The Unisys solution is based on business and technical requirements of the different departments and we build a first prototype of the uSuite framework in close teamwork. Based on this we implemented the initial release of this at the users within the clients organization.

Benefits and Results • Support the new way of working model within City of Oss

• Secure mobile access with Unisys uSuite for all document in the existing DMS

• Improved productivity of the Counsel and College City of Oss members and resulted in a cost-effective implementation

• 50% reduction of printing facilities and paper (expected savings of 1.5 millions pieces of paper per year)

Mobile Enterprise Document Management Solution to enable new way of working

Dutch City of OSS


Agenda




Concluding Remarks


Unisys InfoImage ECM Solutions

InfoImage targets back-office and service processes

Process Examples

• Account-opening

• Tax returns

• Client statements

• Loans

• Eligibility

• Claims

• Invoices/Accounts Payable

• Customer Service

• Payment Archives

InfoImage is the ECM solution for enterprises

looking to significantly improve business

processes that are heavily dependent upon

transactional content – high volume paper,

documents generated from internet

transactions, and other electronic documents –

that need to be accessed for automated and

improved human & operational processes

Attributes

• Long-lived

• High-volume

• Customer-facing

• Complex workflow and

business processes

• Highly secure

• Single version

• Corporate asset/record

• Personalized

• Single-channel

Content Types

• Scanned images

• Computer reports

• Forms

• Digitally borne documents

• Faxes

• Document correspondence

Transactional content drives many front-line, back-office and customer service processes


InfoImage Vertical Apps

InfoImage Mobile App

InfoImage SaaS

ECM Professional

Services

InfoImage ECM

InfoImage SharePoint Connector

Unisys InfoImage ECM Solutions

Unisys Holistic Suite of Solutions provides transformative model to

maximize content-process impact

Designs systems differently to

prepare for nexus of forces of

mobility, cloud, big data, and

social

Builds and Modernizes

mission critical integrated

systems

Manages and Operates

infrastructure and applications

to focus on creating a customer-

centric organization


Enterprise Content Management (ECM) InfoImage ECM Solution and Services

Benefits Designed to

• Enable faster customer response times,

incident resolution

• Create processing efficiencies and reduce

manual processes from weeks to hours

• Auditing and tracking of transactions to

facilitate compliance and regulatory rules

Key Capabilities • Scan/transmit/ingest/process large volume and

wide variety of paper and electronic document

content around/across the organization

• InfoImage Desktop, Web, and Mobile clients

enable multi-channel access to manage content

at right time regardless of location and device.

• Large scale on-premise, cloud hosted SaaS and

hybrid deployments provide flexible deployment

options

• Professional services, templates and frameworks

to build applications tailored to client business

• Easy point-and-click approach to create powerful

and flexible content-centric workflows

Transactional ECM and Industry Domain Services to realize Paperless Operations

Unisys ECM industry domain experts and InfoImage solutions help organizations implement low-cost, focused solutions that enable them to reduce operational and transaction costs, increase processing productivity and customer response times dramatically.


Enterprise Content Management (ECM) InfoImage ECM Software as a Service

Benefits Designed to • Lower initial and manage on-going costs

through a simplified monthly-fee subscription

model

• Shift ECM budget from CAPEX to OPEX

• Avoid complex procurement effort

• Achieve better information availability across

multi-site organizations and faster time to

production

Key Capabilities • Provision the InfoImage ECM software to allow

new implementations to be rapidly deployed,

tailored, and then enhanced to meet specific

ECM needs

• Utilizes n+1 redundant virtual Blade servers,

hot standby clustered database servers and

replicated, provisioned and secure storage

• Superior security through Secure Private

Cloud™ and option to add our leading Unisys

StealthTM capability

Content in the Cloud InfoImage SaaS provides a unified, comprehensive, end-to-end solution with software, services, hosting and resources in a cost-effective pricing and deployment model. As industry, business and departmental requirements change, Unisys provides the services, frameworks, and templates to easily migrate from On-Premise to Cloud-Hosted to SaaS or to maintain a hybrid architecture.


Enterprise Content Management (ECM) InfoImage Mobile App

Benefits Designed to • Increase speed of content and data

availability

• Reduce paperwork and logistics of paper

handling

• Improve back-office efficiency

• Improve competitiveness of customer

service

Key Capabilities • Native IOS and Android apps securely connect to

the InfoImage server environment via internet or

internal corporate VPN

• Provide fully integrated solution with support for

desktop, workflow queues and file cabinet queries

users

• Offer online form access for completion and

approvals

• Access and centrally-manage password control

through enterprise admin console

• Provide mobile capture through device camera

Content on the Go By untethering users from their computers, the

InfoImage mobile application enables users to

process work or perform inquiries on the move,

thereby affording companies the ability to

improve their employee’s productivity, and

customer satisfaction


Enterprise Content Management (ECM) InfoImage SharePoint Connector

Benefits Designed to • Combines the power of the Unisys

InfoImage transactional content processing

solution with the social media, collaboration,

user interface and portal functionality of

SharePoint

• Uses SharePoint Web Parts: no additional

or special client software required

Key Capabilities • Provide employees easy access to content in

the InfoImage repository using the familiar

Microsoft client interface

• Seamlessly leverage SharePoint for

collaboration features and InfoImage for

workflow and the ability to handle high volume

processing

InfoImage and SharePoint – best of breed integrated solution Organizations deploy Microsoft SharePoint to meet a wide range of content management requirements including collaboration and social computing. Rather than creating silos of information residing on different platforms for different purposes, complement the strengths of InfoImage and SharePoint in a unified application.


Enterprise Content Management (ECM) InfoImage Mortgage Application

Benefits Designed to • Shorten time to production and lower

implementation costs while providing

foundation for the unique client, country and

industry customization required

• Improve processing times of mortgage

claims

Key Capabilities • Automate and streamline high-volume

document workflow through the entire mortgage

loan process, from origination to closing

• Collect and assemble loan assets during the

documentation process, tracking which

documents are needed and from whom, and

routing documents and approvals to required

decision-makers

• Allow loan officers to use their mobile devices to

capture an applicant’s documents and

signatures

InfoImage Mortgage Application – your mortgage origination and processing shortcut

The InfoImage Mortgage Application is a content and process-driven framework to content-enable your existing mortgage system. The framework provides 60-80% of the functionality required for a banks' mortgage line of business, the remainder being tailored to your needs by the InfoImage services team.


Enterprise Content Management (ECM) InfoImage Accounts Payable Application

Benefits Designed to • Shorten time to production and lower

implementation costs while providing

foundation for unique client requirements

• Reduce core invoice processing costs

• Decrease invoice cycle times

• Improve visibility of invoice status

• Improve cash management and centralize

operations

• Reduce disputes and delinquency fines

Key Capabilities • Collect and assemble accounts payables assets

routing documents and approvals to required

decision-makers

• Keep or enhance your existing systems and

processes while automating the document

handling logic

• Integrate Document input from email, desktop

scanners, multi-function devices, mobile devices

and file systems

• Use mobile devices for document approvals

InfoImage Accounts Payable Application - Pay Your Bills with Lower Costs

The InfoImage Accounts Payable Application is a content and process-driven framework and template to start projects with 60-80% of functionality required to automate and streamline your existing accounts payable process using high-volume document workflow.


Agenda




Concluding Remarks


Concluding Remarks

• Your operation has ‘content’ & ‘process’ needs and requirements

– ECM improvements and solutions should be considered.

– Look for issues/applications around 3 P’s: People, Paper, Process

– Unisys offers Innovation & Discovery workshops to assist

• Pick up copy of CEB TowerGroup Report on ECM for Retail Banking

• For more information, please contact:

– Your Unisys Account Team

– Crystal Cooper, VP NA Public Sector, [email protected]

– Bob Olson, VP Global Financial Services, [email protected]

– Paul Barber, VP ECM Solutions, [email protected]

– Charles Bisom-Rapp, InfoImage Solutions, [email protected]

• Learn more at AIIM

– http://www.aiim.org/







http://www.aiim.org/


Thank You