IBM Content Management

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Enterprise Content Management for Government
Presented by Donald Lussier IBM 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)? .
. . its the ability to manage unstructured
information.
Document Management
Scale
Integration to Systems Data
Document Imaging
Web Content Management
Business Process
Records Management
eMail Archiving
Delivering the right information to the right
people at the right time
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Unstructured Information is Quickly Becoming the
Dominant Information Type

• Improve Processes

DataDemand

• Create Efficiencies

UnstructuredData

• Reduce Costs

• Improve Service

Structured Data
OLTP and BI(narrow scope)
Compliance, Competitive Intelligence (wide scope)
ApplicationTypes
Source Gartner
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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

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Enterprise Content Management Drivers Why make
the investment? Government Adoption Government
Client Examples
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For Government - Its 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
ECM Solutions

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

• Improving operational efficiencies and reducing
  costs with proven and measurable ROI

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

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

• Improving ability to meet Risk and Compliance
  legislative mandates

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

• Integrating with existing business systems

• 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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Top Business Drivers all industries
Source AIIM, State of ECM Industry, May 2006
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Natural Disasters
Self Inflicted
Mother Nature
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Government Solutions Drive Content Process
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
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
Professional Licensing Tax Processing TANF Aut
o Titling Inmate Records Criminal Case
Mgmt Workers Compensation Child
Welfare Medicare Part B Medicare Part
D Student Tracking Child Support Permitting
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
Integrated Justice Medicaid Processing Immigrati
on Processing Court Case Management Land
Records Legislative Management Unemployment
Case Management Vital Records Project
Management Capital Planning Regulation
Management
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Enterprise Content Management Drivers Why make
the investment? Government Adoption Government
Client Examples
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Government Adoption of Enterprise Content
Management
Think Big Build Small Scale Fast
Integration
Transformed Government
Options
Process Management
Forms
Capture
Consolidating Sharing the paper
Making the paper smarter
Flexibility
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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
Business Process in Action

• Exception
• Complex issue
• Error condition
• Requires multiple people to solve

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Business Process Management for Records
Management and eMail Archiving

• If you need a process to . . .
• Capture Records
• Retain Records
• Legal Holds
• Dispose of Records

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Enterprise Content Management Drivers Why make
the investment? Government Adoption Government
Client Examples
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State of Utah - HHS
Business Benefits

• 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

• 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

• Portal
• Content Management
• Workflow

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Florida Department of EducationBureau of
Teachers Certification
Business Benefits

• 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.

• Inefficiencies in the paper work process for
  certifying teachers
• Rapidly increasing volume to applications
• Delays and bottlenecks and errors with manual
  processes

• Imaging
• On Line Application process
• Workflow
• ECM repository

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Miami Dade Traffic Courts
Business Benefits

• 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

• 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

• Imaging
• Electronic Forms
• Workflow
• ECM repository

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
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State of North Dakota - Enterprise
Business Benefits

• 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

• Tax department ran out of space to house
  documents
• Agencies could not share information leading to
  extensive duplication and increased customer wait
  time

• Connectivity
• Enterprise Content Management
• 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 Roach Enterprise EDMS Coordinator State
of North Dakota
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New York State - DMV
Business Benefits

• 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

• 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.

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.

• Capture
• Enterprise Content Management
• Workflow

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Florida Children and Families
Business Benefits

• Increased employee productivity
• Reduced system storage and over-head
• Single point of access, management and tracking
  for public information requests
• Management metrics for responsiveness

• 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

• 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