IBM Enterprise Content Management

Transcription

1 Enterprise Content IBM Enterprise Content Generating Business Value Frank Driessen, IBM Europe IRIS Link 15 February 2012 Enterprise Content Please Note: IBM s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future productsis not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release,and timing of any future features or functionality described for our products remains at our sole discretion. Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any userwill experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

2 Enterprise Content Acknowledgements and Disclaimers: Availability. References in this presentation to IBM products, programs, orservices do not imply that they will be available in all countries in which IBM operates. The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts weremade to verify the completeness and accuracy of the information contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, orotherwise related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. Copyright IBM Corporation All rights reserved. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. IBM, the IBM logo, ibm.com, and IBM Content Analytics are trademarks or registered trademarks of International Business Machines Corporation in the UnitedStates, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information witha trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at Other company, product, or service names may be trademarks or service marks of others. Enterprise Content Content solutions in business value terms Successful companies leverage patterns to optimize medical treatment approaches analyze voice of the customer insights to decrease churn adjust loan procedures dynamically to account for risk fluctuations decommission business records, while improving regulatory and risk postures 4

3 Enterprise Content New perspective has great advantages IT Records Information (RIM) Insightful Accessible Contextual Relevant Competitive Advantage Collaborative Defensible Line of Business Legal 5 Enterprise Content A powerful transformation is underway Augmenting Systems of Record With Systems of Engagement Accurate and complete Immediate and accessible Regulated and contained Ad hoc and open Communal Authored Transient Permanent Conversations Documents 6 Source: Systems of Engagement and The Future of Enterprise IT A Sea Change in Enterprise IT (AIIM and Geoffrey Moore, TCG Advisors)

4 Enterprise Content Unleash the value of content in motion Capture it. Activate it. Socialize it. Analyze it. Govern it. Content at Rest = Cost,.. Content in Motion = Value 7 Enterprise Content Evolving to a high-value solution engine Shift from product-centric to solution-centric based on business scenarios IBM ECM Portfolio Segments Social Content Govern Advanced Case Capture Discovery and Analytics Analyze Information Lifecycle Governance Socialize Activate Document Imaging and Capture 8

5 Enterprise Content Solution categories mapped to business scenarios Targeting IT Buyer CAPTURE ACTIVATE SOCIALIZE ANALYZE GOVERN IBM ECM Foundational Solutions for IBM ECM Cross-Industry Solutions for... Targeting LOB & New Buyers IBM ECM Industry Specific Solutions for... 9 Integrated Document Imaging & Advanced Document Capture Enterprise Report Mgmt Defensible Disposal & Value Based Archiving Retention & Records ediscovery Social Content Advanced Case Content Search & Analytics Enterprise Platform Services Human Capital Customer Service / Experience Asset Lifecycle Contract Accounts Payable ebilling& Electronic Document Delivery Account Opening & Voice of the Customer / Market Sentiment Enterprise Fraud Courts and Justice Content at Rest = Cost, Content in Motion = Value Patient Diagnostics & Care Coordination Claims Processing & Optimization Benefits Adjudication Insurance Underwriting Loan Origination / Mortgage Processing Government & Crime Intelligence Education Intervention Mgmt / Student Teacher Race to the Top Enterprise Content Build on the foundation to add value CAPTURE Document Imaging and Advanced Document Capture Enterprise Platform Services Enterprise Report Asset Lifecycle Mgmt Accounts Payable ebilling& Electronic Document Delivery Contract ACTIVATE Advanced case mgmt Customer Service / Experience Mgmt Account Opening & Courts and Justice Claims Processing & Optimization Benefits Adjudication Insurance Underwriting Loan Origination / Mortgage Processing SOCIALIZE Social content mgmt Human Capital Education Intervention ANALYZE Content Search and Analytics Voice of the Customer Patient Diagnostics & Care Coordination Government and Crime Intelligence Enterprise Fraud GOVERN Defensible Disposal & Value Based Archiving Retention & Records ediscovery 10 Content at Rest = Cost, Content in Motion = Value

6 Enterprise Content Document imaging & capture challenges Access and security Constrained productivity and growth Untimely and inconsistent service Paper-related people costs Storage and management costs Compliance risks Even organizations already using capture or document imaging should investigate new advances that will help them significantly reduce costs and risk while improving organizational productivity. Harvey Spencer, Harvey Spencer Associates 11 Enterprise Content Solutions for document input automation Desired business outcomes Reduce cost of transporting paper Reduce data entry labor costs Extract data from documents without manual keying Reduce paper sorting and document preparation Replace obsolete or costly legacy systems Reduce license fees, support and maintenance costs Enable case management, governance and ediscovery Paper Labor intensive Inactive Regulatory control Policy enforcement Attachments Office documents Access and visibility Manageability Best-of-breed technology for capture automation and recognition Expertise in a wide variety of industries and solutions: accounts payable; explanation of benefits, tax and more 12

7 Enterprise Content IBM Enterprise Report Essential for high volume print output: e-capture and e-presentment Desired business outcomes Improved customer responsiveness Web access: to print/paper documents, 24x7 Improved customer self-service Reduced printing costs and paper use: go green Avoid storing print/paper documents Solution summary A 'View Not Print Solution' for customer service & avoidance of print and storage costs Fast and significant ROI Up to 90% storage savings Proven, scalable technology Pervasive access Replacement for outdated systems Replacement of legacy systems Reduced costs for printed customer bills saving $25 million annually. Increased small business customer satisfaction and gained $750,000 in promise-to-pay revenue during initial six months of operation A large telecommunications company 13 Enterprise Content Billing Save US$1.50 to $4.00 per bill by eliminating print & posting Reduce time & cost of billing process Reduce call center costs via self-service Investigate for discovery, litigation or audit Analyze subscriber usage to recommend better plan or bundle Source: Billing Views: Billing Reborn, October 2011 eliminate printing and postage billing system archive retention, e-discovery, holds & audits delivery self service rapid billing inquiry resolution analyze usage and recommend better service or plan

8 Enterprise Content Superior Data Compression Lowers Long-Term Storage Costs The case: Archiving of print and output data Billing, invoices, confirmation letters, Both Line and AFP data Archived using the patented compression technologies of IBM Content Manager OnDemand 1 TB Data 325 TB Reduction 100 Leverages the superior Storage- of CMOD and its hierarchical options 50 0 CMOD Year Storing 200 TB output data in IBM Content Manager OnDemandsaves >10 Million Euro in 5 Years² Calculated on the live data of a CMOD archive at a large financial services provider in Europe: 1. The compression rate of the data, measured in a customer environment was across the mixture of Line and AFP data about 1:12 to 1:13 2. Cumulated savings only on storage-costs (Database model not taken into account (increases the savings)). 20% data growth rate anticipated; theoretical internal price rates being used: 4,500 Euro per TP per year on primary storage (disc) an 3,500 Euro per year on secondary storage (Tape & Backup). Real live primary + secondary mixture is used for calculation. Saving is achieved in comparison to a non-compressed storage like it is used in most COLD-Archives throughout the market. Enterprise Content Global telecommunications provider Benefiting customers, provider and environment with e-billing The need With only 10 percent of customers choosing e-billing, there s room for additional savings: Reduce cycle time and costs of billing process Reduce billing statement storage and retention costs Reduce volume of billing inquiries handled by call center The solution IBM Content Manager OnDemandsoftware hosted on IBM hardware with IBM AIX operating system (18-node SP for production and 18-node SP for disaster recovery): Captures electronic copies of billing statements Makes statements available to 30,000 CSRsand 100,000 external users in a security-rich manner via branch and kiosk access Provides online availability for customers Retains bills automatically for seven years Manages estimated six billion billing statements in production system and equal number in disaster recovery system The benefits Significantly reduced cost of printing and distributing bills (estimated monthly savings of US$2.25M) contributes to corporate green initiative Reduced volume of billing dispute calls handled by CSRs in first six months, customers resolved 5,000 of their own disputes online Reduced customer service costs and increased customer satisfaction by providing improved self-service capabilities E-billing is by far the biggest paperless telecom initiative. Global telecommunications provider

9 Enterprise Content Build on the foundation to add value CAPTURE Document Imaging and Advanced Document Capture Enterprise Platform Services Enterprise Report Asset Lifecycle Mgmt Accounts Payable ebilling& Electronic Document Delivery Contract ACTIVATE Advanced case mgmt Customer Service / Experience Mgmt Account Opening & Courts and Justice Claims Processing & Optimization Benefits Adjudication Insurance Underwriting Loan Origination / Mortgage Processing SOCIALIZE Social content mgmt Human Capital Education Intervention ANALYZE Content Search and Analytics Voice of the Customer Patient Diagnostics & Care Coordination Government and Crime Intelligence Enterprise Fraud GOVERN Defensible Disposal & Value Based Archiving Retention & Records ediscovery 17 Content at Rest = Cost, Content in Motion = Value Enterprise Content Advanced Case requires an integrated approach that addresses repeatable patterns Patterns Unifying people process, and information in context to reach an outcome. Collaborative or ad-hoc processes can drive prescriptive actions Work is knowledge intensive, and content is essential for decision making Insight required to drive the best decision paths and outcomes Auditabilityand compliance are key for all related elements throughout the lifecycle of a case Today, organizations develop bespoke applications or purchase multiple point solutions Integrated Solution Content management Workflow Dynamic tasks Collaboration Social capabilities Business rules Analytics Compliance Integration Solution templates Tomorrow, organizations will implement business-friendly platforms that support multiple case-style applications

10 Enterprise Content Case management in every industry Although a case may be expressed differently depending on your business Invoice, Contract, Employee, Vendor, Customer, Project, Change Request, Complaint, Exception, Incident, Audit, Electronic Discovery, etc Insurance Financial Services Healthcare Government Energy & Utilities Policy Underwriting Claim Annuity Loan Mortgage Account Credit Card Patient case Claim Member Provider Grant Court case Citizen Tax payer Rate Case Permit Land Property a common pattern of challenges exists across all industries 19 Enterprise Content Integrated user experience Case Runtime Context 360 o View Activities A case worker has all the information they need to improve case outcomes 20

11 Enterprise Content Powerful analytics for better case outcomes Case Analytics Structured Unstructured Real time Persisted Case managers need insight in order to impact results. 21 Enterprise Content Why IBM Case Manager is different IBM will drive leadership in analytics in the dynamic case management market. IBM can claim the strongest scores across the three DCM use case categories investigative, service request, and incident management reflecting the strength and comprehensiveness of its overall portfolio, which combines BPM, ECM, and analytics. Strategically, its strong partnership ecosystem will help drive the horizontal platform deep into industry solutions across all DCM use case segments. 22

12 Enterprise Content A federal regulatory agency Building a powerful end-to-end content and case management solution The need Streamline and speed up responses to requests for documents under the Freedom of Information Act (FOIA), with a mechanism for identifying and routing certain requests to subject matter experts for review Efficiently route incoming documents or new policy drafts to the right people for discussion Automate the process of locating and assembling for review all materials including s relating to a given topic or category The solution Already using the IBM FileNet P8 platform, the agency implemented IBM Case Manager, IBM Classification Module and ICA to build a seamless, end-to-end processing stream for incoming content, with particular applicability to documents requested under FOIA. The solution now automates the scanning, content assessment, classification, storage and Web-enablement of incoming documents for self-service retrieval from the agency s site. With many items requiring review by experts before they can be released on the Web or in response to a FOIA request Case Manager creates a collaborative review environment using rules to automatically establish a case folder, route the material to the appropriate reviewers and ensure version integrity. Projected benefits IBM Case Manager provides a versatile environment assisted by rules and alerts for collaboratively managing the tasks and review processes involved in FOIA requests, new incoming documents, policy reviews, claims and background checks Content remains stored in a single repository to aid in reusability and version control Automated classification tools enable fast, precise searches and help documents reach appropriate experts for concurrent reviews Now we ve created an environment where we re not just storing content, but creating a base of trusted content for decision-making. Enterprise Content Bank in Czech Republic Automating business processes, human workflow and DMS to support effective banking operations The need To decrease an overload by documents in paper form that slowed business processes without control and real-time insight. To increase the business effectiveness and clients satisfaction. The solution It is paper documents transfer into the electronic form, gathering information from various sources and its processing. This solution standardizes the information input from various sources; communication channels as well as documents in various formats. After the document batch is automatically saved into the DMS, it is possible to move the physical documents into the archive and remain working with the electronic version. Implemented technology enables automatically identify the document types and at the same time exploiting the required data which is afterwards saved into the DMS. External The benefits Effective automated business processes, document and human workflows Insight into running business processes in real-time Quick response to changing business needs Based on standardized platform fitting into existing IT environment A major financing solutions provider in the Czech Republic increased the effectiveness of its services, improved business insight and drastically reduced workflow errors.

13 Enterprise Content Build on the foundation to add value CAPTURE Document Imaging and Advanced Document Capture Enterprise Platform Services Enterprise Report Asset Lifecycle Mgmt Accounts Payable ebilling& Electronic Document Delivery Contract ACTIVATE Advanced case mgmt Customer Service / Experience Mgmt Account Opening & Courts and Justice Claims Processing & Optimization Benefits Adjudication Insurance Underwriting Loan Origination / Mortgage Processing SOCIALIZE Social content mgmt Human Capital Education Intervention ANALYZE Content Search and Analytics Voice of the Customer Patient Diagnostics & Care Coordination Government and Crime Intelligence Enterprise Fraud GOVERN Defensible Disposal & Value Based Archiving Retention & Records ediscovery 25 Content at Rest = Cost, Content in Motion = Value Enterprise Content Social content management solutions Office document management Improve access and control using comprehensive options that enhance office productivity tools Publish content for review and approval Process content via meta-data and workflows Manage content for long term retention Content collaboration Connect the right subject matter experts with content producers and consumers Integrate social and contentcentric applications to enable collaboration IBM and Microsoft collaboration, CMIS support, advanced case management, content collection Social business tools with shared ECM services Unified, secure, scalable platform (with repository of record) extends social content to enterprise New in IBM Connections Open-standards and RAD environment, e.g. Web 2.0, CMIS, iwidgets SOLUTION HIGHLIGHTS Social content management IBM Content Manager Collaboration Edition Includes:Lotus Quickr& IBM Place Connectors IBM Connections with ECM integration IBM FileNet Content Manager includesms Office integration and MS SharePoint web parts IBM Content Collector 26

14 Enterprise Content Social content management solutions Office document management Social business tools with integrated ECM services 27 Expanded social content access Enterprise Content Build on the foundation to add value CAPTURE Document Imaging and Advanced Document Capture Enterprise Platform Services Enterprise Report Asset Lifecycle Mgmt Accounts Payable ebilling& 28 Electronic Document ACTIVATE Advanced case mgmt Customer Service / Experience Mgmt Account Opening & Courts and Justice Claims Processing & Optimization Benefits Adjudication Insurance Underwriting Loan Origination / Mortgage Processing SOCIALIZE Social content mgmt Human Capital Education Intervention ANALYZE Content Search and Analytics Voice of the Customer Patient Diagnostics & Care Coordination Government and Crime Intelligence Enterprise Fraud Content at Rest = Cost, Content in Motion = Value GOVERN Defensible Disposal & Value Based Archiving Retention & Records ediscovery

15 Enterprise Content Content analytics challenges Information retrieval and understanding is poor Can t find the right content when needed; decisions being made based on the wrong information; the search and hope model is broken. The keep everything forever model has failed, driving up costs and governance risks by storing unnecessary content. Business decisions not leveraging text based information Business Intelligence and Data Warehouse initiatives limited to data; no visibility into 80 percent of needed information (content) for effective decisions. Current text analysis systems are too complex, require model building and take months to deploy; no ability to easily respond to changing conditions. Early adopters of [text analytics] are already gaining a competitive advantage. Organizations that fail to do so will be at risk. 29 Sue Feldman,IDC Enterprise Content Content Analytics is positioned to address both analytics and search use cases that enable fact-based business decisions Enterprise Search More than keyword search. Combine the power of text analytics, big data and robust, secure search to find the right information when you need it Advanced Analytics Understand the Why behind your information. Easily investigate and explore trends, patterns and relationships to find new insight Content Analytics We offer actionable insight from unstructured information for a deeper understanding of your business. Text Analytics Accurate Fact and Concept Extraction. Rich NLP capabilities and a flexible UIMAcompliant tooling environment to tailor and apply annotators with rules, dictionaries, and taxonomies quickly and easily to extract key entities from text Content Classification Adaptive Classification Automates the organization of content by analyzing, evaluating and understanding the context of unstructured content

16 Enterprise Content IBM Content Analytics: How it works Powered by Rapid Insight IBM Content Analytics 1. Configure raw internal and external content (and data) sources 2. Process with natural language processing and other content analytics (UIMA) 3. Understand trends, patterns, correlations, anomalies, other business context and more Rapidly Derived Insight Search and Explore Analyze and Visualize Aggregate and Extract Enables Deeper Insight (optional) Integrate to other systems and solutions as middleware IBM ECM and ACM Solutions IBM Cognosand SPSS Analytics Systems IBM InfoSphere Warehouse IBM NetezzaData Warehouse and Analytics Solutions 31 Enterprise Content IBM Classification Module Classification Module automates the organization of unstructured content by analyzing the full text of documents and s. With advanced content classification, organizations accelerate time-to-value from ECM investments such as content archiving, records management, content analytics, repositories and more.

17 Enterprise Content Why Organizations Need Content Classification Accessibility, Usability, Compliance, Analytics Access Comply Use Analyze Enterprise Content IBM Pilot Program Smart is: intelligently classifying documents Consistent, reliable and automated configuration of content is critical. Industry context: government Value driver: speed, accuracy of classification Solution onramp: content analytics Business Challenge With millions of messages going through the Army s systems every year, the department needed to improve the accuracy and speed of its content categorization in order to meet NARA s regulations for accurate and effective records retention. What s Smart? The department is seeking to transform its manual, inaccurate human categorization process with automated classification technology. In its pilot, the Army resolved inconsistencies in content categorization using IBM Classification Module s contextual classification; replacing its over-burdened, labor-intensive content categorization process. 34 Smarter Business Outcomes Improves visibility and access to accurately categorized content. Provides more insight for records retention and legal discovery. Reduces storage required for messages.

18 Enterprise Content Telecommunications Company Smart is: reducing customer churn As a result, we can easily identify trends and patterns from customer voices across our organization and provide better customer service. General Manager Japanese Telecomm Company Industry context: telecommunications Value driver: improve customer service Solution onramp: content analytics Business Challenge Adopt a customer-oriented business strategy to offer highly satisfying products and services based on real voice of customers (VoC). What s Smart? They process call center notes and customer s to detect likely candidates for customer churn. A rules-based text analysis engine in IBM Content Analyzer detects the customer churn candidates. An alerting engine then automatically sends reports to a department that deals specifically with customer churn situations. Smarter Business Outcomes Improved rates for model and service upgrades to loyal customers. Started new Premium Club points program based on VoC. Set initial parameters of mobile phones based on VoC. 35 Enterprise Content Build on the foundation to add value CAPTURE Document Imaging and Advanced Document Capture Enterprise Platform Services Enterprise Report Asset Lifecycle Mgmt Accounts Payable ebilling& Electronic Document Delivery Contract ACTIVATE Advanced case mgmt Customer Service / Experience Mgmt Account Opening & Courts and Justice Claims Processing & Optimization Benefits Adjudication Insurance Underwriting Loan Origination / Mortgage Processing SOCIALIZE Social content mgmt Human Capital Education Intervention ANALYZE Content Search and Analytics Voice of the Customer Patient Diagnostics & Care Coordination Government and Crime Intelligence Enterprise Fraud GOVERN Defensible Disposal & Value Based Archiving Retention & Records ediscovery 36 Content at Rest = Cost, Content in Motion = Value

19 Enterprise Content Why is information governancea problem? 98% Companies that cite defensible disposal as key driver behind their governance programs 22% Companies that can defensibly dispose today $3M Average cost to collect, cull and review information per legal case 1 70% Portion of information unnecessarily retained 2 17% Amount of IT budget spent on storage 3 44x Projected information growth, Source: CGOC Benchmark Report on Information Governance, October Sources: 1 Litigation Cost Survey of Major Companies, 2010 (from Conference on Civil Ligitation, Duke Law School, May 2010). 2 Industry estimates Sources: 3. Information Week Survey, December IDC Digital Universe Study, May 2010 Enterprise Content Imperative for action: The day of reckoning is here as illustrated by Global 3 Oil Company case study 1 Many legal matters High employee turnover 1000s of servers and IT staff Spreadsheet hold tracking No transparency in legal or IT Employees overlooked or their departure missed IT moves or retires data on hold Expensive, embarrassing recovery 2 Data Growth is Unmanageable 3 Unconstrained growth Routine disposal Hold-everything approach instituted to avoid recurrance Information volume and ediscovery cost rise sharply Risk increases with volume and complexity CIO Crisis: Budget Eroded by Waste Federal evidence rules extended to electronic data; save everything Company data volume increases 875% in 5 years Data management costs exceed $1B annually with volume Target Actual Information growth will devour IT budget over time 38

20 Enterprise Content Move to Value-Based Archiving, Rigorous Compliance, and Defensible Disposal Hold & Collect Evidence Archive for Value & Dispose Retain Records & Dispose Cost Reduction and Risk Reduction The value of Defensible Disposal Dispose of Data Debris Change Your Data & Value Curve: A new definition of Archiving: Archiving is an intelligent process for effectively managing inactive, infrequently accessed, or currently unmanaged data, both structured and unstructured, while providing the ability to discover, search, and retrieve it during a specified retention period while it has value to the organization as a whole and ideally, to defensibly dispose of it when it does not. 39 Enterprise Content

21 Enterprise Content Enterprise Content Top organizations rely on IBM ECM 24 out of the top 30 banksworldwide* 15 out of the top 16 telecommunicationscompanies worldwide* 19 out of the top 23 insurancecompanies worldwide* 56 of the top 58 government agencies* 21 out of the top 27 retailcompanies worldwide* * Lists of top companies/agencies sourced from Dun & Bradstreet Worldbase. ECM customer information sourced from IBM Finance.

22 Enterprise Content Key takeaways We are the industry thought leader, anticipating and shaping the future of content in motion We re uniquely capable of solving yourmost complex challenges with targeted industry solutions We re delivering value-added solutions through our unparalleled IBM Business Partner ecosystem We meet the scalability and interoperability needsof large and small content-intensive organizations We deliver he most complete portfolioto address your buying scenarios 43 Enterprise Content thank you! 44