Post on 22-Jan-2016
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EMC DocumentumEnterprise Content Management Overview # 3
Jason SmithSr. Account ManagerEMC Content Management and Archiving
Rob SilverbergRegional Services Director, Western RegionEMC Content Management and Archiving
Improving Service Delivery while Reducing Time, Cost and Risk
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Where do your state agencies fit on this continuum?
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How you apply these technologies depends …
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Solution Overview: Digital Content Repository
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Stage 1 Enablers …EMC Captiva “Intelligent Capture”
Captures digital and paper content Captures structured, semi-structured &
unstructured Delivers to ECM or ERP systems
StoreExtract
MetaDataAuthorDateFromSubjectCustomer
Capture Identify Validate
Semi-Structured UnstructuredStructured
Input Types
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Agency realizes a 203% ROI Case Study
Business Issues and Challenges
Explosive, distributed content growth – Thirteen programs– Ten regional offices– Over 100 disparate information systems – Paper based processes/lengthy response
times
Anticipating FOIA and legal discovery requests requiring timely, accurate responses
Business Benefits Payback within 50 months on initial $7M
investment $41M in net savings over 7 years Reduced Federal Record Center storage costs
by 30% Reduced photocopying-related costs by +25% Lowered document production costs 75% Improved information access, search and
delivery.
Background/Vision:• Centralize agency records into an integrated electronic system that
would link files and produce an indexed docket• Reduce agency data storage costs and make the information more
easily accessible to the public• Improve the agency’s processes, efficiency and decision
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Stage 2: Case Management
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Stage 2 Enablers …EMC Business Process Lifecycle Management
Analyze• Process Discovery and Modeling• Analytics and Simulation• Collaborative Design
Deploy• Point & Click Configuration• Rich Forms GUI • Agile Change Management
Execute• SOA-based Integration with Standard Connectors
• Process Orchestration• Human Interaction & Collaboration
Monitor• Real-time Alerts• Operational Dashboards• Business Performance Reports
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Business Process Management (BPM)
Dynamically routes tasks between people, applications, and companies
Enterprise scale and performance:– Millions of transactions– Billions of repository objects
Easy-to-use, drag/drop GUI
Allows sequential and parallel workflows
Standard interchange protocols JMS, Web Services, XML, HTTP/S, Java, and email.
BPM Designer
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Case Management defined …
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Oklahoma Department of Human ServicesCustomer Profile
Business Drivers High cost, risk of loss and lack of storage space Complex case files - average 50 pages: drivers licenses, DNA tests, police reports,
bills, photographs, …. Manual processing - folders mailed to regional offices for hearings and returned for
refilling Inefficient access to information
Business Results Increase efficiency by reducing time to access information from weeks to seconds
Freed up staff four hours a day to perform more value-added work Dramatically cut storage, printing and shipping costs Reduced or eliminated risk of lost documents
“Our case management system has improved our efficiency many times over saving us both time and money. It has so many valuable
functions, we virtually run our courts on it.”
Virginia Smith, Information Systems
“Our case management system has improved our efficiency many times over saving us both time and money. It has so many valuable
functions, we virtually run our courts on it.”
Virginia Smith, Information Systems
Customer Profile:
The Office of Administration and Hearings (OAH) 26,000 child support cases
Staff of 300 attorneys, judges and case managers
Provides administrative support to 33 regional court centers across the state
Industry:
State and local government
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Request case file via Forms, Manual entry, Fax, systems trigger
Case File automatically generated
Case File is automatically routed based on business rules
Data validation with internal and external systems
Correspondence are automatically generated
Closed case file isdeclared a record and assigned a retention period
Case file is stored for future review
Documents are created from templates
Collaborate, add documents to the Case
Enter, manage, notes checklist
Case -#3289
Assign owners and participants to the case.
APPROVED
APPROVED
APPROVED
Create Reminders, Obligations
Send emails, notifications
How Does Case Management Work?
Virtual Case File
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Solutions in Action: Fujitsu
Partner: FujitsuIndustry: Public SectorApplication: Case Management
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Solutions in Action: Accenture
Partner: AccentureIndustry: Public SectorApplication: Grants Management
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Solutions in Action: Unisys
Partner: UnisysIndustry: Public SectorApplication: Police Portal
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Minnesota Department of Revenue (MDOR)Customer Profile
Business Drivers
– “Make the State’s revenue systems work well for Minnesotans”
– 30 year old Legacy mainframe system difficult to maintain
– Slow processing times – 120 days to receive refunds
– Compliance, risk and cost management
Business Results
– Reduce paper return processing from 30 – 40 to less than 10 days
– Decreased electronic filing time from 10 to 3 days
– Processed 95% of returns in 5 days
– Improved compliance through reduced errors and earlier audits
– Provided improved taxpayer service and eliminated backlog
Customer Profile:
MDOR collects approximately $13.3B annually, serves 2.4M taxpayers, and processes approximately 3.6M returns / year
Oversees the State’s revenue systems made up of 28 state taxes and local property taxes collected by county governments.
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Stage 3: Constituent Communications
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“Pushing compliance to the Business User”
Benefits
• Increase speed, productivity and compliance
• Enable business analysts to make changes using Microsoft environment
• Reduce errors, rework and postage
Supporting Facts
• 80% reduction in change notification time• From 6 months to 1 month
• 75% consolidation of development staff• 50% reduction in notice variations• Batch production for millions of pages
per night
Challenges:Rule changes require agencies to update Notices content and demonstrate compliance.
Case Study: Revenue Service shaves 5 months off notice changes
• High volume outbound environment – 10M per day
• High dependence on IT to make mandated text changes
• Need to push changes to regional operations centers
• Allow localization for center-specific information
• Demonstrate compliance with Federal regulations
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U.S. Army Recruiting CommandCase Study
Business Drivers Streamline recruitment and enlistment process Manage some 6 million documents DOD 5015.2 compliant solution
Solution Accessioning—personnel recruitment
Benefits Recruiters create applicant folder, workflow guides the creation,
review, and approval of the applicant’s packet. Faster and more efficient accessioning process—no waiting for
documents—so recruiters can make job recommendations immediately.
75% projected paperwork reduction in recruitment and enlisting process. Eliminates many costs of physically moving paper.
Customer Profile:
U.S. Army—Responsible for recruiting women and men to serve in the U.S. Army and U.S. Army Reserve.
Provides command, control, and staff to support the 15,000 Army recruiters and guidance counselors in 1,700+ recruiting stations, 64 Military Entrance Processing Stations across the U.S. and overseas.
Industry:
U.S. Federal Government
“The Army recruiting and enlistment process is being radically transformed into a Web-based, paperless process.Knowing that a document is the most recent and most accurate is also a huge benefit of the new system. With a single repository and no more changes being made on paper, recruiters know they have the most complete, accurate, and current information.”
Gary Bishop, Chief of Web Applications and Technology, Application Programming, USAREC
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San Diego Assessor, Recorder, County Clerk (ARCC)Customer Profile
Business Drivers Managing ever-growing paperwork Improving public access Maintaining and controlling costs
Business Results Faster Information Access- ARCC stores and immediately accesses images from over
400 desktops across several counties Revenue Generation - Documents are digitized and can be sold to subscribing title
plants on CD Cost and Time Savings - Information now accessible anywhere, anytime, anyplace
eliminating need to copy, fax, ship and travel
Outcome
“This meets our goal of providing faster and improved access to documents, maps, and vital records. The solution has also enabled the improvement of disaster recovery plans and minimized storage”
Gregory J. Smith, County Clerk
“This meets our goal of providing faster and improved access to documents, maps, and vital records. The solution has also enabled the improvement of disaster recovery plans and minimized storage”
Gregory J. Smith, County Clerk
Customer Profile:
Processes approximately 1 million documents annually
Appraisals alone represent 6 million pages
Required to keep a permanent copy of county records
Needed to consolidate from 3 offices to 1 central office
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Correspondence Challenges
Changing customer expectations Customers demand timely and relevant
correspondence through the channels they prefer such as e-mail, text messages, web, print
Interactivity and quick response is key
Difficulty with personalization Existing systems have difficulties including
relevant content and delivering a consistent brand experience
Disparate print and electronic infrastructures
Separate systems are expensive to maintain, are difficult to manage, and don’t support on demand environments
Exposure to legal and regulatory risk Management and retention of correspondence is
a mandated, regulatory requirement for most industries
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xPression for Multichannel Correspondence
Channels
Batch Print
Archive
Web
Mobile
Generation
Welcome Kits
Letters & Notices
Offers & Quotes
Alerts & Reminders
High-volume Batch
Interactive
Initiated
Workflow
Design
Data
ECM Documentum
Design Tools
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University of Notre DameStudent Union Center
POC: Guy SulzbergerContact #: 773.531.5923
Customer Example: US Army (MAPS)
Improved Process Performance– Routing content via automated workflows to appropriate
reviewers and approvers
– Providing a more positive Army and Agency experience by improving the quality of work
– Enable employees and agency to focus on strategic objectives rather than digital asset management
– Improving responsiveness, and ensuring business policy compliance
Reduced Cost– Improving operational efficiency through automation
– Limiting re-creation of content due to misplacement or poor tracking of assets,
– Eliminating or reducing file transformation, printing & reproduction
– Lower external vendor costs by reducing the need to host and maintain the older generation technology
Reduced Risk– Providing audit trail capability
– Improving data integrity
– Supplying exception handling,
– Providing security and user access
– Increased functionality and efficiency through greatly improved user experience for Army and Agency processes.
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Roadmap to Effective eGovernment
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Where are your opportunities for improving service delivery while reducing time, cost and risk?
Stage 1: Converting paper so it can be stored, retrieved and
managed?
Stage 2: Automating manual processes with workflow, collaboration and dashboards?
Stage 3: Delivering high volume, personalized communications across
physical and electronic channels?
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1. Management for all content types
2. Comprehensive content management services
3. Iron-clad compliance
4. Multiple client interface choices
5. Optimized business solutions
Summary
Strategic & innovative product line
Fiscal strength & viability
Recognized market leader
Experience from 15,000 customer deployments
Platform unification years beyond competition
Why EMC?
UnifiedContentPlatform
ONEOur ECM Strategy
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