Adaptive Case Management Awards Ceremony 2016

Sponsored by:

WfMC Awards for Case ManagementGlobal Excellence Awards 2016

Sponsored by:

Welcome to WfMC Awards for Excellence in Case Management 2016

Presented by Keith Swenson, WfMCWelcome by Layna Fischer,

Future Strategies Inc

Sponsored by

Sponsored by:


Sponsored by:

5th Annual WfMC Awards for Excellence in Case Management

Judges: Fred Cummins David Duggal Keith Harrison-BroninskiDana Khoyi Tom Shepherd Marco BrambillaKarl Walter Keirstead Alberto Manuel Sandy Kemsley Nathaniel Palmer (director) Keith Swenson (Founder) Chuck WebsterWilliam A. Brantley Steinar Carlsen John MatthiasDermot McCauley Frank Michael Kraft Irina RychkovaAlexander Samarin Jacob Ukelson

WfMC Awards Director: Layna Fischer, Future Strategies Inc

Sponsored by:

Assessment Criteria• Innovation

– Innovative use of Adaptive Case Management to solve unique problems – Creative and successful implementation of advanced ACM concepts – Level of integration with other technologies and legacy systems – Degree of complexity in the business process and underlying IT architecture

• Implementation– Successful Case Management implementation methodology – Size, scope and quality of change management process – Scope and scale of the implementation (e.g. size, geography, inter-company

processes)

• Impact– Extent and quantifiable impact of productivity improvements – Significance of cost savings – Level of increased revenues, product enhancements, customer service or

quality improvements – Impact of the system on competitive positioning in the marketplace – Proven strategic importance to the organization's mission – Degree to which the system enabled a culture change within the organization

and Case Management methodology for achieving that change

Sponsored by:


Sponsored by:

Fein Such Kahn & Shepard nominated by Fujitsu America

Situation

• New Jersey based legal firm with 300 caseworkers (lawyers)

• Clients, investors, jurisdictions introduce new requirements daily, altering workflow

• 33-50% of all paralegal work was manual exception handling

• Work duplication between internal case system and different web based systems.

Implementation & Innovation

• 300 different processes were modeled in BPMN.

• UI developed collect case status will large number of ad-hoc actions taken at any time.

• Jackrabbit for doc management• Cloud based deployment.• Agile development approach:

updates every 2 weeks.

Benefits

• Overall time and work per case reduced an astounding 50%

• One place to go to find the status of any company action

• Metrics showing the progress of all work activities

• Assurance that the proper procedure is being followed.

• Less time looking for documents• Fewer misplace documents

Technology:Fujitsu Interstage BOP - business process and case management suite hosted and managed on Fujitsu’s TPS5 trusted public cloud

Karen Tobin, Mario Serra, Amy DeAngelus, Gerben Kranenborg, Neal Wang, Faisal Ansari, Mahesh Giri

Sponsored by:


Sponsored by:

Genpact Neural Intelligent Platform

Genpact nominated by Salesforce

Situation

• Contact centers have long queues• Language barrier• Agent are not updated,

Inconsistent• Too many handoffs, multiple data

sources• Wasted time and poor customer

experience


• Genpact Neural Intelligent platform

• Accepts queries in human language

• Interprets queries and investigates the problem based on its corpus of knowledge, like a human SME

• Provides probable resolutions with confidence score

• Learns continuously from every transaction

• Can be leveraged in multiple, industry specific solutions

Benefits

• Consistency of knowledge and training

• Disparate data for agent now in ONE place

• Globally leveraged across training and production

• 24/7 Support• Excellent customer

experience• No Language Barrier

Technology:Machine Learning-based solution with Predictive analytics to answer the next likely

question and advising on next best actions

Sponsored by:


Sponsored by:

Grinnell Mutual Reinsurance Company nominated by Hyland, creator of OnBase

Situation

• Claims and Underwriting departments had little visibility into one another’s workloads and decision processes

• No easy way to collaborate and track notes on policies or claims

• Information was scattered across paper files, network shares, email inboxes and an AS400 processing system


• System administrator point-and-click configured a flexible case management application to support the vital areas of policy underwriting and claims management

• Built on underlying content repository, leveraging native integration and workflow functionality

Benefits

• Empowers underwriters and claims adjusters with 360-degree view of all policies and related content and notes

• Improves cross-departmental collaboration

• Enhances customer service with easy access to all information and a record of all interactions

• Increases visibility to streamline audits and support compliance

Technology:• Case management solution for claims/underwriting using OnBase by Hyland

Missy Gaul, Grinnell Mutual Reinsurance CompanyCarla Kelling, Grinnell Mutual Reinsurance CompanyJennifer Abraham, Hyland, creator of OnBaseAmanda Ulery, Hyland, creator of OnBaseAshley Topping, Hyland, creator of OnBase

Sponsored by:


Sponsored by:

LDS Church nominated by Vega ECM Solutions

Situation

• Global Accounts Payable Operation

• Myriad of Ad-hoc Exceptions & Dynamic Issue handling

• High Value Approvers Mobility

• New Service Oriented Architecture


• Automated Repetitive Tasks

• All Exceptions can be addressed quickly

• Rapid Deployment & Training

• Mobile Case Approvals• SOA Architecture

Benefits

• Invoice volumes up 300+ per person/day

• Better responsiveness, visibility and control

• Non-PO invoices reduced to 45 mins from 7 days

• Cost of processing down more than 25%

• High Value Invoice handling down 75%

Technology: IBM Case Manager, IBM Content Navigator

Nate Hatch – Director Enterprise Application Management

Jasen Mikals – Director of ECM and DevOps

Paul Heiner – ICS Solutions Analyst

Christine Barton - Sr Project Manager

Sponsored by:


Sponsored by: Sponsored by:

Situation

• Business communication demands daily for new document templates used for high volume batch and online document production

• Business users need massive implementation support from IT

• Lacking flexibility with several media breaks due to weak integration of involved systems

• Insufficient change management

Implementation & Innovation• Empowerment of business users to

control the complete document life cycle according to their needs

• Adaptive Case Management facilitates effective collaboration among all involved parties across change management and release process phases

• IT support needed only for data integration interfaces

Leading European Bank nominated by ISIS Papyrus

Benefits

• 50% time reduction in the templates development phase

• Up to 90% time reduction in the release phase

• Flexible document release process enabled by cross-department

change management • CI and consistency paired with

efficiency due to large-scale reusability of building blocks

• Reporting and auditing transparency

Technology:Built on Papyrus Adaptive Case Management & High-Productivity Enterprise Communication Platform

The bank - one of the largest economic players in the world with presence in more than 70 countries and over 180,000 employees - turned to ISIS Papyrus for increased efficiency and timeliness of banking correspondence production processes and facilitated collaboration of Business and IT.

Sponsored by:


Sponsored by:

Molina Healthcare, a FORTUNE 500, multi-state health care organization offers health information management solutions to nearly five million individuals and families who receive their care through Medicaid, Medicare and other government-funded programs in fifteen states.

Molina Healthcare, Inc. nominated by Datum Solutions

Situation

• Manual processing of paper charts.

• Inability to meet compliance and audit requirements.

• Inability to share information across different departments.

• Potential risk of millions of $$ in lost revenue and audit penalties.


• Centralization of medical records in a single repository.

• Charts integrated with a case management solution.

• Automatic coding for medical charts.

• Enhanced turn-around-times in meeting reporting deadlines.

Benefits• Improved operational efficiency.• Reduced operating costs.• Accelerating data retrieval by 50%• Cutting errors rates by 25% • Avoiding penalties of up to $20

million.• Ability to meet audit and

compliance requirements.• Potential qualification for millions

of $$ in bonus payments.

Technology: IBM Enterprise Content Management with IBM Case Manager, IBM Content Navigator, IBM Content Collector, and IBM Forms.

Submitters: Rohit Gupta, Director, Molina Healthcare, Inc., and David Gomez, Jr., VP, Datum Solutions.

Sponsored by:


Sponsored by:

Do more with less

Unicredit Leasing Croatia nominated by EMC Corporation

Situation

• Inefficient Processes• Lack of real-time Visibility

into Documents• Needed to retain their #1

leasing provider competitive status

• Needed to further improve responsiveness to customers/partner

• Increased Regulations

Implementation&Innovation

• Underwriting Tool (UWT)• Includes inovative

Adaptive Case Management

• Integrated DMS & Rules Management

• Real time monitoring• Modern intuitive interface

Benefits

More commercial time and improved decision making resulting with:• Increased sales (by 80%)• Increased market share

(25%)• Improved Service quality

(Customer Satisfaction index (TRIM) at 100)

All realized with minimum increase of FTE’s

Technology: MOLA MOLA Business Visualizer; SCHUFA Decision Support System; EMC Capture and Advanced Recognition; EMC Documentum xCP – EMC;

EMC Documentum Platform

Sponsored by:


Sponsored by:

URAC nominated by AINS

Situation URAC—a leader in promoting

health care quality through accreditation, education, and measurement

Automate & modernize legacy AccreditNet system

Disconnected business processes

Lack of transparency

Implementation & Innovation: Agile implementation Streamlined architecture Portal gives customers a view of their applications

Benefits: 98% customer satisfaction Process time reduction—improved quality Saved $ on O&M Streamlined on-site visit schedule

Technology: eCase® Adaptive Case Management

Platform eCase Internal and External Portals

Sponsored by:


Sponsored by:

WPS Health Solutions nominated by Hyland & Naviant, Inc.

Situation• Provider enrollment process

took 62 days, with a backlog of thousands of providers

• Tracking work in spreadsheets, in email and on paper, managers and case workers couldn’t easily find information they needed to complete work

• Challenges meeting customer expectations for timeliness


• Implemented a solution in 17 weeks, leveraging robust case management and workflow capabilities

• System completes mundane system tasks and equips knowledge workers to more effectively and efficiently make difficult decisions, adapting to different scenarios

Benefits

• Within six months of deployment, reduced average time to complete provider enrollment from 62 days to 19 days – a 72% improvement

• Simplifies compliance, ensuring that all timeliness and quality requirements are met

• Expected to capture more than $20 million in savings over the next five years

Technology: • Case management solution for provider enrollment using OnBase by Hyland

Janet Kyle, WPS Health SolutionsSheila Bechmann, WPS Health SolutionsMark Miller, Naviant, Inc.Jenifer Barnum, Naviant, Inc.Amanda Ulery, Hyland, creator of OnBaseJudy Mann, Hyland, creator of OnBase

Sponsored by:


Sponsored by:

2016 Winners Recap…• Fein Such Kahn & Shepard nominated by Fujitsu America• Genpact nominated by Salesforce• Grinnell Mutual Reinsurance Company nominated by Hyland, creator of OnBase• LDS Church nominated by Vega ECM Solutions• Leading European Bank nominated by ISIS Papyrus• Molina Healthcare, Inc. nominated by Datum Solutions• Unicredit Leasing nominated by EMC Corporation• URAC nominated by AINS• Wisconsin Physicians Service Insurance Corporation nominated by Hyland and

Naviant, Inc.

Congratulations!

Sponsored by:


Sponsored by:

All books are available on Amazon.com in Print and Kindle Format

Both Print and Digital Editions from

BPM-BOOKS.com

2016 Winners will be published in the next edition on the Excellence in Practice series. Previous winners received additional recognition through publication in these books

Sponsored by:


Sponsored by:

Our congratulations again to the Winners!Keith Swenson, WfMC Chair

Nathaniel Palmer, Executive Director, WfMC

Layna Fischer, Awards Director and PublisherFuture Strategies Inc.

The slides will be posted to http://adaptivecasemanagement.org/.

http://adaptivecasemanagement.org/

Date post:	07-Jan-2017
Category:	Business
Upload:	future-strategies-inc
View:	18,930 times
Download:	0 times