Enterprise Content Management Being There and Getting There March 2005

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Enterprise Content ManagementBeing There and
Getting ThereMarch 2005
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The Vision of ECM is Compelling

• Users across the enterprise are able to create,
  retrieve, manage and archive all of their content
  
• Records retention policies are met and audit and
  compliance requirements are satisfied
• Content is repurposed for presentation via
  enterprise portals and websites
• Enterprise content management addresses the
  needs of an entire organization not just the
  business processes of a single department

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ECM The New Rationale
March/April 2004 AIIM E-DOC Magazine

• Convergence of ECM application categories
• Infrastructure changes that are compelling ECM
• Issues and challenges that remain
• Changes in the business rationale being used to
  justify investments in ECM

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Enterprise Content Management
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Icebergs
Security
Documents
ROI
ILM
Content Mgmt
E-Processes
Java vs. Microsoft
ASPs
Front/Back-end Integration
Scalability
Records Mgmt.
Creative
Application Servers
Vendor Stability
90 of the problem is below the surface
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Historical Context - Records Mgmt.

• Records Mgmt. policies procedures standardized
• Processes were similar across organizations
• Very strong Culture around RM evolved ? ARMA
• Very capable Records Mgmt. systems evolved
• Records Tracking and Retrieval Software
• Records Retention Disposition Policies
• User Interface with the File Rooms
• User Interface with Off-Site Storage
• Doc. Mgmt. was an extension of Records Mgmt.
• Images, Electronic Documents, Forms

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Status Records Management

• Still successful for Paper
• Organizations confused about Records Mgmt. roles
  and boundaries
• More interest in Records Mgmt. as a result of
  Sarbanes Oxley, and the news
• Records Mgmt. is broken for electronic records
• Surveys demonstrate this clearly
• Disappearing into ECM Suites

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Do your RM policies and procedures address
electronic records?
Source Electronic Records Management Survey
A Call to Action Cohasset Associates, AIIM
International, ARMA International
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How important will the process by which
electronic records are managed be in future
litigation?
Source Electronic Records Management Survey
A Call to Action Cohasset Associates, AIIM
International, ARMA International
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How confident are you that your organization
could demonstrate that its electronic records are
accurate, reliable and trustworthymany years
after they were created?
Source Electronic Records Management Survey
A Call to Action Cohasset Associates, AIIM
International, ARMA International
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A Credibility Gap
My organization takes records and information
management issues seriously. 79
My organizations records and information
management directives are consistently
enforced. 39
Source Survey to be released 5/15/2004 from
AIIM International
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Historical Context Document Mgmt.

• Long evolution to document mgmt. from microfilm
• Very strong culture around DM evolved ? AIIM
• Imaging vendors delivered complete infrastructure
• First microfilm fiche, then imaging
• Then, best of breed components dominated
• Client Server Proliferation Provided
  Infrastructure
• Infrastructure economics drove Electronic Doc.
  Mgmt. (EDM)
• Companies began building enterprise
  infrastructures
• Much more than Network File Servers
• The Web changed all the rules in 1998-99
• Invalidated Client Server Architecture
• Web Content Mgmt. confused everyone

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Status Document Mgmt.

• Many failed DM departmental solutions
• DM didnt scale to Enterprise
• Inflexible
• Too hard to implement
• Many niche failed vendors
• Legacy point solutions
• Best of Breed ? ECM Suites, but parts not used
• Vendors are racing to demonstrate completeness of
  Sarbanes Oxley (SOX) vision and implementation
• Disappearing into ECM Suites

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Historical Web Content Mgmt. Portals

• Much shorter evolution for Web
• Original web sites managed by Marketing
• Internet Time led to new tools, methods, and
  infrastructure
• Web team arrogance burst with the Internet bubble
• Webmasters had little respect for Doc. or Records
  Mgmt.
• B2B lost much momentum
• Little fear of being Amazoned
• First Mover Advantage was illusory

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Status Web Content Mgmt. Portals

• Web sites didnt integrate well with DM or RM
• Internal deployment of Internet applications
  continues when cost justified
• IT loves the centralized control of Internet
  deployments standards
• MSFT/Open Software crushed the pricing umbrella
• Web Servers
• Portals
• Search Tools
• Disappearing into ECM Suites

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Enterprise Content Repositories
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New Environment for ECM Moores Law
Logarithmic
We believe Moores Law will be true for at least
another 10 years. Craig Barrett, CEO of Intel
in 2002
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New Environment for ECM Neilsens Law
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Storage Law Costs Declining Fastest
But Cost of ManagingInfrastructure Remains High
Hardware Cheaper
RelentlessInformation Growth
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5-7
100
-45 CAGR
Cost / MB
50
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HW SW
Management
1996
2000
Future
1999
2003
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New Environment for ECM

• Internet has created user expectations for ECM
• Browsers, Multiple Object Types, Search, Response
  Time
• Users more confident that solutions should be to
  do, needed now
• Time has created the right infrastructure
• PCs, VPNs, Internet, Monitors, Massive Storage
  ? much better
• Industry-wide, XML, Marketplaces, International
  Standards
• The Y2K, ERP Internet Booms have solved
  critical problems
• Companies focusing on Business Processes with
  proven ROI
• The news reminds us that Records Mgmt. is
  imperative

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Traditional ECM Rationale Summary

• Everyone Else is Doing ECM
• Users Expect ECM
• ECM is Well Justified
• Specific Project Economics
• Productivity-based Enterprise Economics
• Intangible Economics
• Result
• Executives uncomfortable with qualitative
  justification
• Intense competition for capital for projects in
  last 6 years
• Some projects successes achieved
• Slow overall deployment

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New ECM Rationale

• Required for Discoverable Information
• Required for Regulation / Compliance
• Required for Disaster Recovery
• Required for Records Management
• Prime Enabler of Business Strategy

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Required for Discoverable Information

• Litigation costs and risks are horrendous
• Discovery and document production routinely costs
  millions of
• Penalties are worse if Spoilation can be
  alleged
• Discovery costs are up to 90 lower with ECM
• Paper will no longer suffice
• Metadata, revisions, and attributes are critical
• Paper doesnt support electronic search

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Required for Regulation / Compliance

• Sarbanes Oxley
• HIPAA
• European Privacy Rules
• Simultaneous Audits
• Common Sense is Required in Design

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Required for Disaster Recovery

• September 11, 2001
• Offsite Backups
• Cost of Storage
• Cost of Network Bandwidth
• Competition
• Fail-over

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Required for Records Management

• Enterprise is the key to Records and Knowledge
  Mgmt.
• Physical Records
• Electronic Records
• Email Records
• Tradition of Records Mgmt. works well for
  enterprise paper records, not enterprise
  electronic records
• Electronic Records Mgmt. Requires
• Front-End Attribute Definition
• Application-based Process Context
• Adaptable Extensible Structure
• Auto-classification is useful but will never be
  complete
• Enterprise Records Mgmt. requires Enterprise
  Document Mgmt.

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Prime Enabler of Business Strategy

• Business Process Outsourcing
• On-shore or Offshore
• Reorganizing the Business
• Frees organization from Geographic Footprint
• Enables Virtual Offices
• Frees users from fixed offices and desks
• Meetings replace by web casts and videoconference
  calls
• Enables productivity without airplanes and hotels
• Enables fully distributed collaborative systems
• Enables Asset Disposition
• Collaboration
• Supply Chain Management
• Customer Self Service

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May/June 2004 AIIM E-DOC Article
ECM Charting the Path

• Charting the Path to ECM
• Strategy
• Methodology
• Target Architecture
• Implementation Approach

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Can We Do Enterprise Content Mgmt.?

• Complexities at the application or process level
  are magnified at the enterprise level
• Business case is clearbut, every departmental
  application and process has specific requirements
• Results in the implementation of departmental
  solutions that fall short as enterprise
  solutions
• How do you define a path for achieving integrated
  ECM systems in your organization?

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A True Enterprise Solution
Enterprise Framework

• Relevant business model
• Standard operating environments
• Consistent enterprise rules

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Enterprise Profiling Strategy

• Recognizes the unique need of individual business
  areas while capturing the value of universal
  content sharing
• Establishes a common organization-wide framework
  for content management
• Defines the standard operating models that must
  be addressed consistently
• Defines the enterprise rules for how content
  will be managed

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Content Life Cycle Analysis
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Enterprise Usage Model
Processing Model
Repository Model
Publishing Model
Retention Model
Security Model
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Enterprise Usage Model
Accounts Payable Example
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Methodology Enterprise Requirements

• Processing Model
• Authoring tools and processes
• Capture (scan) tools and processes
• Document organization and hierarchy
  (classification and indexing)
• Metadata standards
• Content process actions and permissions
• Repository Model
• Active and inactive content repositories
• Storage requirements modeling
• Consistent lifecycle models
• Information lifecycle management (ILM)
• Active and inactive content access models and
  interfaces
• Publishing Model
• Content distribution and publishing controls for
  authentication, version control, publishing
  formats, editing and updating requirements

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Methodology Enterprise Requirements

• Retention Model
• File plan/taxonomy review and modification for
  content management
• Content archive model
• Content destruction model
• Security Model
• Application security requirements
• Process actions and permissions
• Content modification permissions
• Network security access rights to content
  repositories
• Enterprise Rules

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Methodology Unique Requirements

• Data collection methodology (i.e. Web-based
  questionnaire)
• Usage pattern analysis based on content lifecycle
• Usage model mapping
• Apply common operating models
• Apply required enterprise rules
• Can view workgroup solutions from an enterprise
  perspective
• Build the business case for resource requirements
  and allocation

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Charting the Path to Enterprise Content
Management
ECM Target Architecture
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The ECM Opportunity
Contractors, Partners
Company
Includes Vendors, Subs.
Cont. Process
Process
Cont. Process
Governments
Paper Files
Process
Cont. Process
Cont. Process
F I R E W A L L
Process
Customers
Process
Cont. Process
Portals
Portals
Cont. Process
Cont. Process
EDMS/ Portal
Vendors
Process
Paper Files
Includes RM, DM, WCM
Cont. Process
Process
Cont. Process
Process
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Target Architecture User Perspective
Inside Organization
Portal/ Search
IT Information Resources
Internal Web Sites
Email Servers, IM
Imaging, Document Mgmt.
Technical Library
File RM Indexes
LAN-based Files
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Challenges in ECM

• Integrated Document Records Mgmt.
• Integrated Web Content Lifecycle Mgmt.
• Legacy Application Integration
• User Search Navigation
• Full Records Mgmt. Integration
• Full Information Lifecycle Mgmt.
• Justifying Enterprise Content Mgmt. Systems
• Charting a Path to ECM Systems

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Integrated Document Records Mgmt.
Document Attributes All Author Date Title Document
Type Variable Project Location Platform All Rec
ords Mgmt. Attributes
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Integrated Web Content Lifecycle Mgmt.
Content Strategy
Deliver
Manage
Develop
Content Creation
Filters
Content Management
Company
Content Libraries
Syndicate
Content
USER
User Experience
Globalization/Localization
User Preferences
Delivery Device
Content Provider
Content Delivery
Freelance
Content Relationship Management
Relationships
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Legacy Application Integration
Example Customer Service
Customers
Personalization Server
Application Server
Requires Integrated DM / CM Integrated CM /
Apps Integrated DM / Apps
Client Data Bases
Document Docbases
Siebel
Vantive 8
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User Search Navigation
Portal
IT Information Resources
Internal Web Sites
Imaging, Document Mgmt.
Technical Library
LAN-based Files
Dept. Files, File Rooms
Systems Administrators, Most Desktop Clients
Web Site Admin Tools
Outlook Mail Client, Email Administrators
LAN Administrator
Technical Library Tool
Systems Administrators
Walk-in Access
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Full Records Mgmt. Integration
Portal/ Search
IT Information Resources
Internal Web Sites
Email Servers, IM
Imaging, Document Mgmt.
Technical Reference Library
File RM Indexes
LAN-based Files

• Requires RM integrated with all Record
  repositories
• Either Records migrate to RM repository, or
• RM controls deletion in external repository,
  or
• Common ECM repository with RM application

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Full Information Lifecycle Mgmt.
Inside Organization
Portal/ Search
IT Information Resources
Internal Web Sites
Email Servers, IM
Imaging, Document Mgmt.
Technical Library
File RM Indexes
LAN-based Files

• Requires integrated storage repositories
• Content Addressable File Storage w/ APIs
• Applications to use those APIs

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ECM Architecture Summary

• Enterprise perspective is critical
• Standards-based Tech Set and vision
• Common ECM business infrastructure
• 25 Years of Architecture Lessons Learned
• Evolution happens slowly / Revolution happens
• The consensus is frequently right and wrong
• Some markets never happen
• Better/faster/cheaper ? best/infinite/free
• Business process change is still difficult
• Pioneers not slaughtered ? realistic expectations
• Corporate casualties will keep happening
• Wang, Anacomp, WorldCom, ViewStar
• But companies are not people

?The future belongs to the nimble!
?Fasten your seatbelts, turbulence ahead!
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Charting the Path to Enterprise Content
Management
ECM ImplementationApproach
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Case Study Fortune 5 Insurance Subsidiary

• 40 FileNet Applications
• TIBCO/InConcert for BPM
• Custom Line of Business Applications
• Compared FileNet, Documentum, OpenText
• Selected Documentum in 10/04
• Hired Gimmal to Convert First Five FileNet Apps
  to Documentum
• Gimmal Utilities to migrate images, metadata,
  annotations
• UI not to change based on Daeja Viewer
• Awarded Contract to Indian Offshore for Remainder
  in February of 2005

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Case Study

• Large Insurance Company
• Classic Pre-Chasm Company
• Huge, Aging Imaging System
• 500MM Objects
• 10,000 Users
• Changing Requirements
• Driven by 9/11 and Electronic Records Mgmt.
• Goal Paperless from Mail Room to Mail Room
• Evaluated Three Products
• FileNet, Documentum, IBM
• Currently Implementing Documentum

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Gimmal ECM Client
Scanned Documents
45,000 /day
Digital Pictures
5,000 /day
Internet Channel
Faxed Documents
28,000 /day (inbound outbound)
Intranet Channel
Computer Documents
300,000 /day
CRM Applications
Corporate Email
1,200,000 /day (sent received)
Portal Applications
50,000 /day
Claims Documents
Content Addressable Storage
WEB Content
Manage 6,000 Pages
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Common Features of Enterprise Projects

• Enterprise focus from the start
• ECM vision and strategy defined
• Thorough requirements analysis
• Target architecture

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Overall ECM Implementation Approach
Organizations/Projects
Functions
Complexity of Work
Next Organization

• Functional Layer
• Base ECM Deployment
• Base ECM Training
• Function Specific Processes
• Function Specific Tools
• Store and Retrieve
• Dept. Doc. Types
• Dept. Attributes
• Dept. Processes
• Dept. Doc. Hierarchy
• Common Object Types
• Common Attributes

First Organization
Tool 4
Tool 4
Tool 4
Tool 4
Process 4
Process 4
Process 4
Process 4
Tool 3
Tool 3
Tool 3
Tool 3
Process 3
Process 3
Process 3
Process 3
Tool 3
Tool 3
Tool 2
Tool 2
Process 2
Process 2
Process 2
Tool 2
Process 2
Tool 2
Tool 2
Tool 2
Tool 1
Tool 1
Process 1
Process 1
Tool 1
Tool 1
Tool 1
Tool 1
Process 1
Process 1
Engineering
Acctg/Fin
OPs
Sales Phase I
HR Phase I
Finance Phase I
Organization
ECM Common Business Infrastructure
ECM / ILM Technical Infrastructure
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Example Phasing of Components
P P P P P P P P P P P P
T T T T T T T T T T

• Phase 1 - Basic EDMS
• Integrated document repository for all users
  implemented
• Checklists of required documents
• Document and drawing numbering
• Document Access
• Document Control
• Electronic doc. review and approval process
  template
• Summary Folders
• Primary documentation on-line
• Manuals
• Documents
• Specific Document Repositories
• Document logs
• Vendor Data
• Reference documents
• Regulatory Compliance
• Defined Contractor interface

• Phase 2 - Advanced EDMS
• Engineering drawing / markup support
• Records Mgmt. integration
• Scanning support
• Backfile conversion
• Integrated electronic forms support
• Integrated fax support
• Integrated Email support
• On-line report management
• Commitment Tracking
• Resume management
• AFE / approval process

P P P P P P P P P P P
T T T T T
Legend P - Process T - Add-on Tool
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ECM Architecture Summary

• Enterprise perspective is critical
• Standards-based Tech Set
• Common ECM business infrastructure
• Enterprise requirements vs. Dept. requirements
• There are many valid approaches
• Broad and shallow ECM features in hands of all
  users
• Broad and focused One ECM tool in hands of all
  users
• Thin and deep Customized departmental
  application
• Pilots and prototypes Test deployment in target
  groups

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Charting the Path Conclusion

• ECM Systems dont just happen as a result of
  early pilots and departmental implementations
• Critical steps related to planning, analysis,
  design, and architecture that must be made in the
  context of an enterprise effort
• Charting the path to successful ECM components
• Strategy
• Methodology
• Target Architecture
• Implementation Approach

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THANK YOU!
Mike Alsup Gimmal Group mike.alsup_at_gimmal.co
m