FileNet Case Study

1
FileNet Case Study

• Abtran, BearingPoint IBM
• Arlene Vithaldas Head of Financial Services
  Administration
• Brian OMahony Business Intelligence Manager

2
Agenda

• Company Overview
• Abtran Fact File
• Project Rationale
• Due Diligence
• Why BearingPoint/IBM?
• Project Scope
• Project Implementation
• Achievements
• Tips
• QA

3
Company Overview

• Leading Business Process Outsourcing Partner
• Core focus on Smart, end-to-end shared services
  solutions
• 800 employees, multiple business sites
• New business model built around smart integration
• Service Offering
• Finance, Accounting Administration through
  Shared Service Centres
• Management of Customer and Citizen Experience
• Provision of Pilot Programmes and Proof of
  Concept Trials
• Innovation /RD through our Learning
  Innovation Centre
• Proven model of Smart Integration
• Ability to align with clients objectives and
  integrate with their organisation to optimise
  value and performance
• The only Learning Innovation Centre in Ireland
  - allied to UCC and Enterprise Ireland - focused
  on new ways of doing business, customer contact
  and process optimisation
• Markets
• Domestic Public Semi-State Sector, Financial
  Services, Utilities Commercial sectors
• International Growth through our clients that
  have an international footprint
• Channel Partnership Strategic Alliance with
  Premier Group (Sister company)

4

Abtran Fact File

• Unparalleled market reach every household,
  every day
• We have worked with Abtran to deliver a service
  designed for real people and not just numbers."
• Trusted by leading brands nationally and
  internationally
• Abtran de-risked a very significant challenge
  in a growing business. Abtran set the benchmark
  for outsourced service operations.
• First choice for people supported by Premier
• Morgan McKinley - preferred supplier to 22 of the
  top 25 world banks
• Proven track record expertise
• 12 years of success based on client retention and
  long term partnerships
• Winner Outsource Partner of the Year
• CCMA Irish Contact Centre Shared Services
  Awards 2009

5
Project Rationale

• New sales to existing clients
• New sales to new clients, based on increased
  capability
• Reduction in time taken on existing processes
• Ability to have a central point for receipt of
  paper and central control over filing, archiving
  and file recovery
• Information flows outside the mail room in
  digital format only
• Ability to develop a measurable transactional
  billing model for back-office processes

6
Due Diligence

• Project scope defined
• Market research
• Gartner
• Enterprise Ireland
• Drew up a list of potential solutions and
  providers
• Had initial meetings with 6 providers
• Received Proof of Concept from 4 vendors
• Got pricing on 50 users 100 days of work
• Scored solutions and finalised rankings
• Site Visit in Frankfurt with Citi
• Identified IBM BearingPoint as preferred
  solution
• Negotiated deal to final status

7
Due Diligence
8
Why IBM BearingPoint?

• Reliable business partners
• Feature rich product
• Security
• Graphical workflow builder
• Best-in-class capture capability (OCR, ADR)
• Client-specific configurable front-end
• Integrated reporting through Cognos Now!
• Scalable
• Reputable selling point to potential clients

9
Project Scope

• Hibernian Health
• Hospital Claims
• Day-To-Day Claims
• Inbound Post Processing Administration
• Abtran
• Accounts Payable
• Taxi Regulator
• License Processing

10
Project Implementation
July
August
September
October
Ongoing Project Management
Project Planning
Hardware Install
Software Install
Process Analysis
Build Configuration
Reporting
Testing
Initial Kickoff
Go Live Date 23/10/09
13/07/09
11
Achievements

• Back Office productivity gains through process
  automation
• Supported improved customer service
• Removal of paper-loss risks
• Full traceability of actions
• Better overall visibility with improved reporting
  via dashboards
• clear view of workload
• easier to prioritise/focus resources

12
Tips

• High-level sponsorship is essential
• Have clear reasons for buying solution
  understand how you will measure ROI
• Do extensive due diligence
• Ensure your infrastructure is capable of housing
  solution
• Keep an inclusive stakeholder group on board
  during project
• Run awareness workshops
• Make sure implementation partners are capable
• Test, test then do some testing
• Dont forget about the scanners!

13
QA

• Abtran, BearingPoint IBM
• Arlene Vithaldas Head of Financial Services
  Administration
• Brian OMahony Business Intelligence Manager