New Information Strategy: Advanced CaseManagementDavid Yockelson

IBM Industry Solutions/ECM

Industry SolutionsWe are evolving our delivery model to support our clients’ view of “solutions”

IBM Software Technology IBM Solution Products

Repeated patterns are integrated into

new program products

Today’s Business Challenges

The volume and variety of information can be

overwhelming…and it is arriving faster every day

Flexibility is essential to responding effectively to opportunities or threats

Regulatory or legal risks impose need to

consistently adhere to critical policies and rules

Automation has handled the routine, exceptions are now the norm,many automated processes are

outsourced

Access to expertise is imperative to quality decision making

INSURANCE HEALTHCAREBANKING GOVERNMENT ENERGY

Invoice, contract, employee, vendor, customer, project, change request, complaint, exception, incident, audit, eDiscovery, etc.

• Loan

• Dispute

• Mortgage

• Account

• Credit card

• Personal line

• Investment

• Policy

• Underwriting

• Claim

• Annuity

• Patient case

• Member

• Provider

• Benefits enrolment

• Grant

• Court case

• Citizen

• Taxpayer

• Rate case

• Claim

• Permit

• Land

• Property

A flexible, malleable platform enabling multiple solutions is critical.

Different Types of ‘Cases’ Across Industries

Emergent Requirements for

Case Management Solutions

• Less development required

• Focus on the business analyst/business user

– Design

– Execution/run time

• Reuse

• Mixed prescriptive/ad hoc/collaborative workflow

• Business rules

• Analytics

What is Advanced Case Management?

• There are collaborative, ad-hoc processes

• Activities are event-driven

• Work is knowledge intensive

• Content is essential for decision making

• Outcomes are goal-oriented

• The judgment of people impact how the goal is achieved

• Process is often not predetermined

A solution pattern where… For challenges such as…

• Complex exception handling

• Complaint or dispute management

• Contract management

• Lending applications

• Benefits enrollment

• Rate case management

• …that are both horizontal and vertical in nature

That requires unique capabilities from…

• Content management

• Business process management

• Collaboration tools

• Social software

• Business rules

• And analytics

● Unites information, process and people

● Delivers optimized case outcomes

through analytics, rules, collaboration

and social computing

● Supports work management of

structured and unstructured activities

● Delivers trusted information to the case

● Manages and governs entire case

lifecycle

● Provides extensive ecosystem of partners

delivering case management solutions

● Shortens time-to-value with better tools,

out-of-the box solutions and templating

capabilities

Case APIs & Extensibility

Case Worker Runtime

Workflow AnalyticsCollaboration& Social S/W

RulesContent IntegrationEvents

people ���� process ���� information

Solution Designer

IBM Advanced Case Management

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Case Management leverages Active

Content

� Transforms execution model to eliminate time waiting or checking for documents and information

� Reduces errors and rework

� Enables regulatory compliance

Correspondence & forms automated

Automatically filed Instant notification initiates processContent detected

Insurance Application

Case Management

Paramed Exam

Credit Report Timer - Overdue

Evidence

Paramed Exam

Credit, MVR, MIB

Reports

Application -initiates

process

Under Writer Evidence Ordered

Evidence Received -

Initiates Under Writer notification when

complete

Amendment,

decline, additional

info required

Risk Accepted

– Issue Policy

Application - Signed

� Process analytics & refinement – real-time monitoring of business processes to detect and resolve bottlenecks and optimize processes

� Business analytics – business insight on open & closed cases to determine total revenue loss, loss by case, fraud trends, revenue loss trends

� Predictive analytics – compare card transactions, customer interaction against models to identify potential fraud and take action to minimize revenue loss

Correspondence,

forms, documentation

Initiate Processes Activity StepsFraud Case Opened

Case Management

Disable card & Request new card & account #

Balanced Transferred to new account

Request customer dispute form

Cancel credit card

Request supporting documentation

Close account

Account Closure Notification Letter

Request police report

Submit internal case

resolution form

Case ClosedCustomer

360 View

Verify case

documentation complete

Fraud Monitoring & Detection

Solution Definition and Automated

Case CreationRecognizes cases as first

order objects, enabling

comprehensive and

sophisticated solutions to

be designed quickly and

easily.

Generate cases

automatically based on a

variety of methods,

information, and events

from any channel.

Provide Interview mode

and other facilities to make

it easy for case workers to

understand relevant

information and activities

needed.

Reuse case solutions and

assets to save

development time and cost

and decrease time to

market.

Task Creation and Ad Hoc/Prescriptive

WorkflowDesign both prescriptive

and dynamic process flows

that route work

automatically to the correct

role or individual.

Facilitate case routing on

an automatic or on an ad

hoc basis and distribute

work automatically within

and across queues to

optimize performance,

maintaining auditability.

Route work expediently

through simple instructions,

event recognition and

handling, or business rules.

Optimize client services

time through guided

interactions; minimize the

amount of data entry

required and leverage the

case context and

integration facilities for data

population.

Integrated Collaboration

Determine and reach subject

matter experts easily and in

the context of cases being

worked, collaborate with them,

and save the results with the

case.

Create manual tasks that

reflect dynamic needs in the

course of case processes

while maintaining an

appropriate audit trail.

Escalate cases and/or route

automatically based on

business rules.

Improve the ability to

distribute work by applying

rules and roles, enabling ad

hoc flows, and incorporating

relevant information.

Case Flow Automation and

Integration

Create prescriptive and

dynamic process flows that

drive cases to their outcomes.

Integrate in a variety of ways

with related processes and

back end systems to obtain

and transact data critical to

case outcomes.

Address work distribution and

escalations automatically

without development or client

services representative effort.

Design guided interactions to

assist case workers and drive

expedience.

Define and Implement Alerts,

Notifications & EscalationsUnderstand and optimize

the efficiencies of client

facing operations and

monitor/measure related

internal performance

elements.

Specify alerts and

milestones to signify key

points with respect to

outcome and to ensure

appropriate attention to

cases.

Define tasks that act

automatically upon

incoming information,

documents, and events as

well as timers, due dates,

etc.

Notify and/or escalate to

appropriate roles or

individuals based on

business metrics.

Case Analytics• Case Analyzer (Historical Reports)

– Provides Excel and Cognos BI reports to enable case and process analysis

– Dynamic analysis (drill down, slice and dice, filter, etc)

– Historical trend analysis

– Based on Online Analytical Processing (OLAP) technology to support high performance dynamic queries on

large data sets

• Case Monitor (Realtime Dashboards)

– Integration components that are imported into a Cognos RTM 10.1 environment to provide real time

monitoring of cases and processes

– Threshold monitoring and alert generation

– Real time dashboards for current data (no historical data)

• Content Analytics (Interactive Content-based Analysis)

– Crawling and indexing of case contents and metadata

– Discovers trends and anomalies across cases

– How frequently do textual patterns occur across cases

• e.g. most common compliant in user comments in cases

● OOTB Dashboards such as

● Average age of current cases

● Time spent working on cases or waiting on activities

● Average processing time of currently active cases

Improve SLA Management

Examples of Thresholds:

• Number of activities with total time exceeding time limit

• Number of activities with wait time exceeding time limit

• Number of activities with processing time exceeding time limit

Drill down into information

related to each process to

understand performance relative

to KPIs.

Analyze both historical and real

time data related to case

processing through reports or

dynamic dashboards.

Employ any properties

associated with cases to

determine whether specific SLAs

are being met.

Establish thresholds, timers, due

dates, alerts, notifications, and

other mechanisms to ensure that

cases are handled as expediently

as possible.

.

Provide Complete Case Visibility

Understand past interactions

and client disposition while

viewing all work and specific

tasks to be accomplished by

client services representative.

Provide context and an

integrated view for all related

information, tasks, and history

for a given case to address all

client needs.

Leverage existing forms of

information within cases

regardless of location or

application through

integration.

Track and report in real time

and historically on cases

throughout their life cycles to

ensure SLAs are met.

Comprehensive Reporting and

AnalysisMeasure business SLAs

accurately and optimize

efficiency through data

capture and reporting

across client services case

workloads and underlying

processes.

Improve case outcomes

and understand

performance more clearly

through an integrated set of

historical and real time

analytics, dashboards, and

reports, all of which are

easily customizable.

Determine the best

solutions (or possibly

prevention) for cases

through the use of content

analytics, gaining insight

through case content.

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IBM partners for vertical case

management solutions• Over 500 Business

Partner solutions are listed in our Industry Solutions Catalog.

• Over 200 of these solutions exist to address industry specific issues relative to case management in all its forms.

http://www-01.ibm.com/software/data/information-agenda/catalog/

Thank You!