Enterprise Content Management for Government Presented by Donald

Enterprise Content Management for Government Presented by Donald Lussier IBM Corporation 1

Enterprise Content Management Drivers – Why make the investment? Government Adoption Government ECM Examples 2

What is Enterprise Content Management (ECM)? . . . it’s the ability to manage unstructured information. Document Management Scale Reports Media Document Imaging Web Content Documents Integration to Systems & Data Transactions E-mail Web Content Management Records Management eMail Archiving Business Process Delivering the right information to the right people at the right time 3

Unstructured Information is Quickly Becoming the Dominant Information Type Percent of information value managed in traditional databases Data Demand Improve Processes Unstructured Content Business Process Data Create Efficiencies Reduce Costs Improve Service Structured Data OLTP and BI (narrow scope) Application Types Compliance, Competitive Intelligence (wide scope) Source: Gartner 4

Unstructured Information Example Paper-based case file issues: E-mail Multiple pieces of information Missing Information Sharing Information Media Transactions Workflow Photocopying Up-to-date Information Compliance/Retention Policy 5 Documents Reports

Enterprise Content Management Drivers – Why make the investment? Government Adoption Government Client Examples 6

For Government - It’s all about paper . . . 7

You Can Make an Impact to Make Things Better Images of the Paper-Based Process 8

The top ECM Business Drivers for Government are: Government Business Issues Improving operational efficiencies and reducing costs with proven and measurable ROI Transforming business processes by automating paper and labor intensive tasks with Capture, eForms, workflow, search and retrieval Enhancing government processes as it relates to service delivery to the citizen Combining workflow with content for Case Management resulting in improved citizen access and outcomes Improving ability to meet Risk and Compliance legislative mandates Implementing Risk and Compliance portfolio of solutions including records management and eMail Archiving Integration capabilities with multiple repositories and data sources. Sub-theme of Transforming business processes Integrating with existing business systems Source: Gartner-IBM Inquiry 01-25-07, Forrester-IBM Inquiry 03-02-07 9 ECM Solutions

Top Business Drivers – all industries 26% Improve Efficiency 17% Improved Compliance Better Customer Service 13% 12% 11% 9% Faster Turnaround Increased Profits Risk Management 7% Reduced Costs 0% 5% 10% 15% 20% 25% 30% Source: AIIM, State of ECM Industry, May 2006 10

Natural Disasters Source: Google Images Self Inflicted Source: NASA Earth Observatory Mother Nature 11

Government Solutions Drive Content & Process Correspondence Integrated Justice Environmental Lic. & Permitting Medicaid Processing Tax Processing TANF Juvenile Probation Immigration Processing Auto Titling State Retirement Professional Licensing Inmate Records Court Case Management County Welfare Records Land Records Public Housing Agency Legislative Management Criminal Case Mgmt Workers Compensation Accident Reporting Child Welfare State Architect Medicare Part B Medicare Part D Litigation Case Management Student Tracking Grants Management Child Support Permitting 12 Securities Regulation Vendor Management Records Management Contract Management Citizen Self Service Public Utility Rate Submission Real ID Act Civil Service Commission Unclaimed Funds 311 Call Center Procurement Vital Records HR On boarding Project Management OSHA Regulation Management Regulation Management DOT Project Documentation HR Job Application Unemployment Case Management Capital Planning Federal Loan Processing Leave Request Federal Pension Management Fair Hearings Case Management Complaint Submission Patent Management Public Service Commission Adoption & Foster Care

Enterprise Content Management Drivers – Why make the investment? Government Adoption Government Client Examples 13

Government Adoption of Enterprise Content Management Think Big – Build Small – Scale Fast Integration Transformed Government Capture Controlling the Paper Making the paper smarter Consolidating & Sharing the paper Common method to support the storing and retrieving of content 14 e-Statements Enterprise Search Forms Risk & Compliance Process Management Integrating with other apps/data Options Flexibility

Adding Process to Content Getting the Right Information to the Right People at the Right Time Improve Processes Create Efficiencies Reduce Costs Improve Service 15

Business Process Management (BPM) Create - Model - Improve Processes using BPM 16

Business Process in Action “Point in Process” Collaboration Exception Complex issue Error condition Requires multiple people to solve 17

Business Process Management for Records Management and eMail Archiving If you need a process to . . . Capture Records Retain Records Legal Holds Dispose of Records Records Records Lifecycle Lifecycle Process Process 18

Enterprise Content Management Drivers – Why make the investment? Government Adoption Government Client Examples 19

State of Utah - HHS Challenge Application silos Families have to navigate multiple systems to apply for benefits Need new approach to integrate existing apps with new apps to provide an integrated case management system Solution Portal Content Management Workflow 20 Business Benefits Enables state officials to better manage Federally funded programs Single integrated system (versus multiple) enabling citizens to apply for benefits online Automated workflow streamlines business processes and improves response for citizen benefits Comprehensive case management systems for case workers with seamless access to all information associated with a case file

Florida Department of Education Bureau of Teachers Certification Challenge Inefficiencies in the paper work process for certifying teachers Business Benefits Reduction in the time to certify teachers Rapidly increasing volume to applications Delays and bottlenecks and errors with manual processes Solution Imaging On Line Application process Workflow ECM repository Able to handle increase in teacher certification workload – 70,000 applications/renewals per year – Approximately 700,000 pages per year Drastic reduction in errors Significant improvement in access to teacher certification information and management of the process 70% or more of applications are now online. 21

Miami Dade – Traffic Courts Challenge Staff buried in paperwork Business Benefits 1M annual savings in personnel costs Half of all tasks simply required moving paper from desk to desk Delays and bottlenecks occurred due to misplaced paperwork and forms Able to handle 30% increase in workload with 15% fewer staff Reclaimed 3,500 SqFt of storage space Solution Imaging Significant improvement in quality of work environment Electronic Forms Workflow ECM repository 22 “The (SPIRIT) system provides the Clerk's Traffic Division staff with an efficient way to manage the workload that is starting to approach one million traffic cases each year, and it has allowed the Clerk's Office and the courts to make decisions more quickly, improving customer service and efficiency; reduce storage costs; and provide job enrichment by re-engineering core business processes. ” Harvey Ruvin, Clerk of Miami-Dade County Clerk of Courts

State of North Dakota - Enterprise Challenge Business Benefits Tax department ran out of space to house documents System paid for itself in six months Agencies could not share information leading to extensive duplication and increased customer wait time Automation of business processes enabled workers to complete a full days work in less than three hours Solution Connectivity Enterprise Content Management Business Process Management 13 different agencies can share and access information instantly Significant decrease in citizen wait time for documents “We will be able to leverage IBM's understanding of how we do business with the power of ECM technology. The end result will be better solutions to better serve our customers.” William Roach Enterprise EDMS Coordinator State of North Dakota 23

New York State - DMV Challenge The DMV needed an information capture system that would improve the efficiency of a ticket-imaging system that processes traffic-violation tickets from various policing agencies primarily in the New York City and Buffalo/Rochester areas. DMV also required a solution to quicken the timeconsuming process associated with processing title services, safety records and licensing fraud for salvage vehicles. Solution Capture Enterprise Content Management Workflow 24 Business Benefits The processing of tickets has been accelerated by more than two-thirds Produced higher accuracy rates in reading ticket data Data entry staff works more efficiently, accomplishing as much as 50 percent more ticket processing per hour Enabled remote offices and courthouses to pull up ticket images at will “Our new ticket-imaging system has generated much faster processing times, produced higher accuracy rates in reading ticket data, and enabled remote offices and courthouses to pull up ticket images at will,” said Ray Paradise, who handles eContent and Technical Support at the State of New York DMV. “On an operational side, our data entry staff works more efficiently, accomplishing as much as 50 percent more ticket processing per hour.”

Florida Children and Families Challenge New State legislation for retaining “public” email to meet 7 year requirement Paper request for “public” information taking days of work Employees unsure what to do with their old email Business Benefits Increased employee productivity Reduced system storage and over-head Single point of access, management and tracking for public information requests Management metrics for responsiveness Solution Mail Management/Archiving system Advanced Search system Automated requests Workflow system 25

How to get started Think Big, Build Small, Scale Fast – Identify a small project with identifiable payback – Identify requirements (volume of documents, number of users, infrastructure required, workflow, records management, training, etc.) Plan budget – Cost to implement ECM can include multiple components – Scanners, servers, ECM software, implementation services – Entry level costs for a project can be 100-200K Do your homework – Select an experienced ECM Systems Integrator to implement your first project 26

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