Publicuk Casestudy Flienet
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Transcript of Publicuk Casestudy Flienet
EMEA GovernmentCustomer Case Studies
Ludger Helm
Marketing Director, Public Sector, EMEA
Customer Case Studies Structure
• Who is the customer ? Key Business Requirements
• What are the Business Challenges?• FileNet ECM Solution
Description, Size, Functionality• Benefits
ROI, Before – after comparison, Why FileNet• Quotes, Architecture, … (optional)
In presentation mode clicking on a case on the „Content“ slide will navigate to the first slide of the respective customer case.Clicking on the FileNet logo in the right lower corner will lead back to the „Content“ slide .
ContentContent
• Case Studies• National Assembly of Wales – UK • Federal Tax Administration – Switzerland• Virginia Tax Department – USA• ANVAR – France• Deutsche Forschungsgemeinschaft – Germany• I.N.A.I.L. – Italy• INPS – Italy• Missouri Public Services Commission – USA• Foreigner Administration – Switzerland• Miami Dade Clerk of Court – USA• City of Helsinki – Finland• HM Treasury – UK• Uitvoering Werknemersverzekeringen – NL
National Assembly for WalesNational Assembly for Wales
• National Assembly for Wales• Regional Parliament
• Regional public administration
• 3,500 employees
• Budget: approximately £11bn
• Common Agriculture Policy Management Division• 17.000 customers (farmers, agri-businesses, landowners)
• 550 staff
• 3 Regional Offices, 9 Smaller Area Offices, a specialist GIS centre and HQ
• Annual subsidies worth approximately £270m
National Assembly for WalesNational Assembly for Wales
• Key Business Requirementsas prerequisite for payments from Brussels andto prevent political protests:
• Faster payments of grants and subsidies
• Elimination of errors in the payments
• High demands on security and confidentiality while providing traceability and verifiability
• Key Conceptional Driver:• Capability to reuse process and technology elsewhere
• Reduction of administrative overhead, cost reduction
• Better customer service, better employee experience
• Better process visibility / management information
National Assembly for WalesNational Assembly for Wales
• Challenges:
• Slow payment of grants and subsidies to 17,000 farmers
• Accommodate 2500 rule changes per year• Sheep Schemes, Cow Schemes, Corn Schemes, etc.
• Heavy reliance on clerical input to old system, with much paper chasing
• Lack method of getting independent confirmation of farmers claims
• Distributed operation with 550 users in 14 locations across Wales
National Assembly for WalesNational Assembly for Wales
Payment
FormsScanned
Business Rules Engine
IntegratedDocumentManagement
Generic Process Multi-Skilled Team
>>>>>>>>>>>Inspections >>>>>>>>>>>
Receive & Lodge
Scheme Claim
Validate
Claim
Calculate
payment
Recommend&
Authorise Claim
Notify
Claimant
Pay
Claim
GIS
National Assembly for WalesNational Assembly for Wales
BPM: Workflow - Business Rules - GISBPM: Workflow - Business Rules - GIS
Calculate land parcel area
0.745 ha
0.745
National Assembly for WalesNational Assembly for Wales
Accessibility and IntegrationAccessibility and Integration
National Assembly for WalesNational Assembly for Wales
• with FileNet:
• Faster payments and reduction in errors and complaints
• Use GIS to confirm claims (fraud prevention)
• Changes in rules and regulations can be done, via process, in minutes vs. weeks or months
• Ability to smooth workload peaks
• Web interface for claims & queries
• Reduction in administration overhead
• Staff concentrate more on value-add – exception work
• Staff performance increased in promotions.
• Now most popular place to work in Wales• Culture improvements - flexibility, openness, customer focus.
(Had been a bad environment)
2 million Euro per year in savings
National Assembly for WalesNational Assembly for Wales
• Results
• Economic ROI• 2 million € / year in savings
• Political ROI• Reduction in errors and complaints, fraud prevention• In time adoption of CAP rules changes
• Social ROI• Internal: most popular place to work in Wales• External: faster payments
• Federal Department of Finance• Swiss Federal Tax Administration FTA
• Office for VAT
620 Employees
290,000 Customers / Tax Payers
480,000 Electronic Files
1.5 Million Business Cases
13 Million Pages (+ 5 Million / Year)
“EFIM”“EFIM”
“EFIM”“EFIM”
Scaning
Indexing
- Barcode-Recognition - OCR / ICR - Host Integration - Quality Assurance - Re-Scanning
Distribution
• Distribution Rules• Group Inboxes• individual Inbox
Preparation
Incoming Mail
Case Management (Inboxes)
-Case Management
manual
Workflow System
- Incoming Post- Case Management- Resubmittance
- LOB Integration
Electr. File Prepearing
Files & Documents
Optical Platter
Group/PersonalInbox
• Benefits• Cost Reduction• Shorten Cycle Times• Less Storage• Better Working Conditions• Consolidation of fragmented Repositories• Better Tax Collection
“EFIM”“EFIM”
ANVARANVAR
• Agence Nationale de valorisation de la Recherche(The French Agency for Innovation)
• Mission:Promoting and financing innovation in French industry particulary for SMEs. Facilitating the emergence of new products and processes in all fields of activity.
• Reporting to the French Ministry of Finances (MINEFI)
ANVARANVAR
• Key Business Requirements• Maintain decentralized organization (25 regional offices) to
initiate and service loans• Close relationship with local companies• Local Politics implementation
• Maintain centralized control for government reporting due to funds from
• European Community (Ereka, Tafti, …) • National funds (Minefi)• Regional Funds
• Business Challenges• Controlling the funding decision
• Process applications for 8,000 companies annually• Cross-branch cooperation problematic
– Production, Accounting, Accounting Planification– Manual processes very complex & forms intensive
• Reducing Errors• Payments• Fraud
• Accounting rule changes require• better reporting • maintain records for 5 years
ANVAR
• Solution:• Unifying the Processes
• 25 regions• Across the branches
• Centralizing Information • Securing Documents• Providing Access to all files with security• Global vision of projects
• Improving reporting• Interface to existing accounting system • Better and faster services the business world• Reporting to the parent Ministry (French Ministry of Finance)
ANVAR
ANVAR
PG3 Funding payback
R2 Create / Update Custoemrs list
C1 Prospection
P2 File
constitution
R5 Create /Update
Contacts Database
PG1 Program
Initialization
C2 Pre-File
lnstruction Follow-up
C3 File Instruction Follow up
C4 Customer Follow up
C5 Negociation Follow up
R1 Create / Update Partners list
C6 Partners Follow up
P4 Instruction
P5 Decision
And contract
P4' Rating
R4 Create / Update Legal documents
PG2 Partial payment
PG4 Incidents
CTA3 Budget Follow up
R6 Create / Update
Experts list
R7 Create/Update
Data
G1 EDM/Searches
G2 Customers File archiving
G3 Acquisition G4
Publication
G5 Customers Reference Production
Contact Management Production EDM Accounting
Planification
Activities Piloting
Partner F
orm
Notification Partner Invocation
Customer Form Commission File
Next Steps
P6 Contract Verification
Close File
Payments planning
Notification
funding
Payments planning
Custom
er reference Notification
Experts
Delete O
ffering
Notification
PG5 Closing
R3 Create / Update
Offering
Indexation
Ending negotiation notification
Conclusions
Reminder
Request Form Notification
P1 Pre-File /
instruction
P3 Ordering experts reports
Custom
er Form
File
PG7 Risk evaluation
Contract Update
Notification
CTA1 Budget Planning
CTA4
Budget Closing
CTA5 Slip registration
CTA6 Payment
CTA10 Other accounting
tasks
CTA13
Paym
ent Certificate
Slip
Echéancier devis
Request Form
Prospect Form
Request Form
Prospect F
orm
CTA9 Third parties
accounting CTA7
Incomes managements
CTA8 VAT registration
CTA12 balance update
CTA11 Cash management
PG6 Innovative
projects management
CTA2 Budget Execution P
ayment F
orm
Debts notification
PO1
Objectifs n+1
Paym
ents Initialization and follow up
Engagem
ents R
ecettes
Notification
Paym
ent Form
Payments planning
Payments planning
Evaluation Form N
otification
Notification F
ile Closing
New
offering
Contract
Update customer’s account and debts status
Eureka
Accounting
Payments planning
Data Management
Contract
Reference File
Prospect F
orm
Prospect Form Pre-file
Indexation
R8 Create / Update
Accounting database
• Benefits• Met new reporting requirements• Higher productivity
• Enter data once into e-form• Fewer errors & overpayments• Rapid information retrieval
• Better control of branches• Greater collaboration• Global vision of partners and customers• Reduce possibility of fraud
• Better image for ANVAR• Better service to customers• Better reporting to government
ANVAR
Deutsche Forschungsgemeinschaft
• Independent Organization of the German Scientific Community
• Tasks
• Leverage research
• Leverage cooperation amongst scientists
• Cultivate international scientific relationsships
• Educate and support the new generation of academics
• Consult public entities on scientific subject matters
• = Main Research Funding Institution
Deutsche Forschungsgemeinschaft
• Business Challenges• 35.000 Applications, ~ 2,4 Mio Documents per Year
• Complex, distributed process structure:• Applicants from the universities and research centres (public and
private)• DFG staff to manage and prepare decisions, control fulfillment• Independent experts as appraisers
• Some hundred different programs, only some IT supported
Long cycle times
• Key Conceptual Driver• Integration in existing infrastructure
• Fit to IT strategy
Deutsche Forschungsgemeinschaft
• FileNet ECM Solution “DMS ElektrA”
• supports the main business process in the DFG office: applications on grants & subsidies
• ~ 450 users (content and process management)
• Integrates applicants, DFG staff, and external independent experts (appraiser)
Outlook
dMS
ELEKTRA
Workflow
Deutsche Forschungsgemeinschaft
• Benefits
• Elimination of stove pipe applications and multiple data capturing
• Flexible to changes in the organization and program changes
• Tight integration of structured and unstructured information
• Better customer service: reduced cycle times, transparency of business processes considerably increased
• Estimated cost saving: ~ € 1 Mio/year
Deutsche Forschungsgemeinschaft
• System Architecture
• Who is the customer: • Italian National Institute for Insurance Against Industrial
Injuries; central public agency with a widely distributed network of offices and more than 11,000 employees throughout the country
• Key Business Requirements:• Use of law compliant technology • Enhancement of services • Improvement of information sharing with companies and citizens• Employees requalification• Paper cost saving
I.N.A.I.L. - ItalyI.N.A.I.L. - Italy
I.N.A.I.L. - ItalyI.N.A.I.L. - Italy
• Business Challenges:
• Increase of efficiency and responsiveness to the companies and citizens; central public agency
• Compliance with the new set of rules and laws for the modernization of the Italian Public Administration
I.N.A.I.L. - ItalyI.N.A.I.L. - Italy
• Project
• 3 steps:• 1st step: document enabling of insurance policies, welfare services
to citizen, etc• 2nd step: record management application, compliant to Italian laws.• 3rd step: Process automation and Disaster Recovery
• 200 systems have been installed in 20 regional offices, 148 local offices and 70 territory operation centers
• 6,000,000 documents required annually, with an average of 30,000 documents retrieved and accessed daily
I.N.A.I.L. - Italy
Digital Signature
Other Institutions Paper Archives
RUPA
Images
and Data
DocumentsDocumentsCircularityCircularity
Branch Server
Branch Server
INTE
RN
ET
CA
LL
CEN
TER
Companies and Citizens
• Architecture
Workflow BrowsingWeb
Acquisition & Protocol
Assignment
Integration with Institutional Procedures
I.N.A.I.L. - Italy
• Benefits• Improvement of customer relations
• quality • response time reduction
• Employees requalification• Compliance with the strategic requirement of the Public
Administration reform
I.N.P.S. - Italy
• Who is the Customer• Italian National Institute providing Social Security Services
• Key Business requirements• Use of law compliant technology• Reduce process time to manage the citizen’s request • Reduce dependency on paper• Protect security and privacy of information• Info sharing between different Departments
I.N.P.S. - Italy
• Solution: • Management of records / files of the insurants at 63
peripheral offices and 4 Central Departments; documents are accessed via Intranet from any office
• 1,100 users• More than 100,000,000 on line documents • ICR, OCR integration• Planned implementations:
• Workflow system• Record Management• Centralised Mailing system• Web Portal
I.N.P.S. - Italy
Citizen
Companies
MULTI CHANNEL CONTACT
Branch Front Office
FRONT OFFICEMilano
HEAD QUARTER
CALL
CENTER PORTAL
Local Processes
Status
NationalProcesses
Status
Classification
Protocol Assignment
Acquisition
BACK OFFICEMilan BACK OFFICE
Naple
• Business Challenge• Internal working processes reorganization, functions re-
readjustment;• Compliance with the new set of rules and laws for the
modernization of the Italian Public Administration
• Benefits• Improvement of service to citizens• No more loss of information• Easy and secure access to documents via Intranet
I.N.P.S. - ItalyI.N.P.S. - Italy
• Administration for all foreigner related issues• Asylum• Passports / Visa• Temporary residence permits• Temporary work permits• Control foreigner laws
Foreigner Administration St. GallenForeigner Administration St. Gallen
Foreigner Administration St. GallenForeigner Administration St. Gallen
• Business Challenges• 52 employees
but• 92,500 potential customers (2000 – 2500 asylum seekers)• 500 – 800 incoming mails / day• 150,000 cases / year• 160,000 personal files, 1.8 mio documents
• One Solution that fits all needsDisplay Document from ArchiveIncoming
Document
ELAR(Electronic Archive)
Inbox Case Management
Workflow(process definition)
ArchiveArchive
InitiateInitiateCaseCase
AVOR /Scanning
Case Management
Foreigner Administration St. GallenForeigner Administration St. Gallen
• Solution by a competitor
• Electronic Files and Process Mgmt. By FileNet partner APUS4
• Paperbased Solution
Study of the statistical office Kanton Zürich (2003)
Foreigner Administration St. GallenForeigner Administration St. Gallen
Miami Dade Clerk of CourtsMiami Dade Clerk of Courts
• Background• 3000 cases per day• 6th Largest Traffic Court in the US• 28 geographically dispersed courts
Miami Dade Clerk of CourtsMiami Dade Clerk of Courts
• Pre-SPIRIT Challenges:
• Case handled minimum 37 times
• Growing backlog of cases and lost revenue – speedy trials
• Often times took 3 weeks for entry in system
• Poor Customer Service: Staff spent significant time shuffling files
• No visibility into size of backlog, employee efficiency or bottlenecks
• Millions in Police Overtime
• Errors in Disposition of Case by Judges
• Had to dismiss many cases because of backlog = Lost Revenue
• Safety Concerns of Mail Handling
• Attorneys come down to review documents and file motions
Miami Dade Clerk of CourtsMiami Dade Clerk of Courts
• Deployed: • Automated capture from several different jurisdictions• Rules based Automated Calendaring & Routing based on
offense• Access for staff, lawyers, citizens and judges• Interacts with PD Justice Systems, State DMV
Miami Dade Clerk of CourtsMiami Dade Clerk of Courts
• Results:
• Made all existing systems work with each other as opposed to producing paper to go into a file
• 60% increase in Fine Revenue
• Reduced Headcount from 240 to 180 = $1 million savings/yr.
• Citation entry from 3 weeks to 3 days
• After Court Processing from 2 days to instantly
• And reduced error rate from 15% to nearly 0%.
• Reduced Clerk staff overtime from 400k to 200k
• Turned old storage floor into productive use of space for County
• Reduced Police Overtime by $7 million.
• Capital of Finland1.2 Mio innovative citizens 24-hour city administration
• Business Challenges • 40,000 city employees (13,000 within 36 city government
departments need information acccess)• Stove pipe applications• Departmental, not scaleable repositories• Data inconsistencies among city departments
long, costly decision processes
City of HelsinkiCity of Helsinki
• FileNet ECM Solution:• 13,000 employees access cross departmental, city wide
repository• Inter-departmental process management• Unified and common platform, that integrates into
proprietary case file management system• Integrates with legacy applications• Web-enabled • Extremly flexible to accommodate future change
officials and department managers can quickly adopt political changes
City of HelsinkiCity of Helsinki
• Benefits• Immediate cost-savings from decommissioning
departmental software• Faster response to citizen inquiries• Better decisions made by city official based on more
complete and accurate documentation• 24/7 web-enabled government access for citizens of
Helsinki• Better use of taxpayer funds• The potential for positive publicity in favour of city officials
City of HelsinkiCity of Helsinki
City of HelsinkiCity of Helsinki
Raija Ollikainen, IT office, City of Helsinki:
As an example of Helsinki’s historic determination to further the city’s growth, over 350 years ago the ruling body opted to move the entire town further south in the interest of its growing economy.
Today economic change doesn’t come by moving a city, but by improving business processes through automation. As it has done time and time again, Helsinki has chosen the path to greater progress – this time with the best available ECM solution.
• Improve the UK’s economic performance through the development of appropriate government policies
• Business Challenges• Keep accurate audit trails
(traditionally tru a paper-based filing system)• Huge volume (~1000 documents/day)• Serve around 1000 seats • Minimise end-user resistance to establishing a new way of
working
UK: HM TreasuryUK: HM Treasury
• FileNet ECM Solution:• > 1 mio. documents• ~ 40,000 folders
• Benefits• Accountability compliance • Efficiency gains
Jim Toller, project manager HM Treasury:
“There have been fringe benefits in terms of working processes and costs, but the key driver was our requirement for a quality document management system.”
UK: HM TreasuryUK: HM Treasury
UK: HM TreasuryUK: HM Treasury
Jim Toller, project manager HM Treasury:
“There have been fringe benefits in terms of working processes and costs, but the key driver was our requirement for a quality document management system.”
• Responsible for the implementation and execution of the Dutch laws around the unemployment and disability insurances of Dutch citizens
• Merger of six organisations since 1 January 2002• GAK - Public Administration
• USZO - Government, Education
• Cadans - Health, Retail, Craftmenship
• Sfb - Company Pensions, Employeur’s Risks
• Guo - National Health Act Insurances• Lisv - Head Organisation
Uitvoering WerknemersverzekeringenUitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
• Challenges:• 25% reduction in administrative costs
• Reduction in staff: ± 22.000 FTE 12.000 FTE
• Reduction of branch offices: ± 167 27
• Reduction of ICT Applications: ± 1600 ICT Applications • 700 in 2005• 400 in 2009
Uitvoering WerknemersverzekeringenUitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
• Why did we choose in such situation for the development and implementation of an e nterprise content management?
• Costs reduction through
• Quality improvement– Required information available
any place, any time, any channel– Improved customer service
• Efficiency– Minimising logistics– Workflow leads to agility / time-to-market
• Mobility for employees
• Straight thru processing: Front office, back office, call center
• Customer focus / Selfservice
Uitvoering WerknemersverzekeringenUitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
• Architecture Principles
• Restructuring of ICT Architecture around functionality• Best-of-breed approach• Avoid vendor-lock-in• Implementation per functional area
• Open standards and methodologies• Loose coupling• Services Oriented Architecture• Message-bus• XML/SOAP
Uitvoering WerknemersverzekeringenUitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
Inter-/IntranetInter-/Intranet
BPM
WFM
Prim.Syst.
Prim.Syst.
EA-ED EA-ED
Inp
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DTIDTI
Uitvoering Werknemersverzekeringen
Architecture
Uitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
• Directory Layer
• Task related and process specific
• Authorisation
• Privacy policy
• Flexibility
• Index
• Recordmanagement
Choice for FileNet P8
Uitvoering WerknemersverzekeringenUitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
Stability Change
Separate budget for innovation for future requirements
Going concern Innovation
Init
iati
ves
Stra
teg
yBusiness pays for
going concern and business cases
Uitvoering Werknemersverzekeringen
Dilemma for Senior Management
Uitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
• Non-Interest
• Rejection
• Adoption
• Acceptation
Non-Interest
Adopt
ion
Acceptation
Rejection
€
ExpensesSavings
Uitvoering Werknemersverzekeringen
Cycle: Innovation - Acceptation
Uitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen
• Innovation in ICT is essential in a post merger organisation• Conflicts with operational management, which is focused on people
management issues
• Technology driven innovation with limited business input • Waiting is no option: call for innovative solutions from the operations
management will be too late, or never
• “Expert approach” is adopted on basis of insight and vision of future requirements of the organisation
• Adoptation is not by force, but by “incentive” • Sponsors from within management team are crucial
• Alignment with early adoptors and internal entrepreneurs
• Funding issue: the early adoptor cannot pay the full expenses
Uitvoering Werknemersverzekeringen
Lessons Learned
Uitvoering WerknemersverzekeringenUitvoering Werknemersverzekeringen