IBM Enterprise Content Management

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IBM Enterprise Content Management

Generating Business Value

Frank Driessen, IBM Europe

IRIS Link 15 February 2012

Enterprise Content Management

Please Note:

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Acknowledgements and Disclaimers:

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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

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New

perspective has great advantages

Defensible

Accessible

Competitive

Advantage

Collaborative

Relevant

Insightful

Contextual

IT

Legal

Records

Information

Management

(RIM)

Line of

Business

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

Authored

Communal

Permanent

Transient

Documents

Conversations

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Unleash the value of

content in motion

Capture it.

Analyze it.

Activate it.

Socialize it.

Govern it.

Content at Rest = Cost,.. Content in Motion = Value

Evolving to a high-value solution engine

IBM ECM Portfolio Segments

Document Imaging and Capture Information Lifecycle

Governance Discovery and Analytics

Advanced Case Management Social Content

Management

Shift from product-centric to solution-centric based on “business scenarios”

Capture Govern

Socialize Activate Analyze

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• Courts and Justice • 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 • Human Capital Management

• Customer Service / Experience Management

• Asset Lifecycle Management • Contract Management • Accounts Payable • eBilling & Electronic

Document Delivery • Account Opening &

Management • Voice of the Customer /

Market Sentiment

• Enterprise Fraud Management • Integrated Document

Imaging & Advanced Document Capture • Enterprise Report Mgmt • Defensible Disposal & Value

Based Archiving • Retention & Records

Management • eDiscovery

• Social Content Management • Advanced Case Management • Content Search & Analytics • Enterprise Platform Services

IBM ECM Foundational

Solutions for…

IBM ECM Industry

Specific Solutions for...

IBM ECM Cross-Industry

Solutions for...

Targeting IT Buyer Targeting LOB & New Buyers

Solution categories mapped to business scenarios

Targeting IT Buyer Targeting LOB & New Buyers

Targeting IT Buyer

CAPTURE ACTIVATE SOCIALIZE ANALYZE GOVERN

Content at Rest = Cost, Content in Motion = Value

Build on the foundation to

add value

Content at Rest = Cost, Content in Motion = Value

CAPTURE

Content at Rest = Cost, Content in Motion = Value

•Advanced case mgmt

•Customer Service / Experience Mgmt

•Account Opening & Management

•Courts and Justice •Claims Processing &

Optimization •Benefits Adjudication •Insurance Underwriting •Loan Origination / Mortgage Processing •Social content mgmt •Human Capital Management •Education Intervention Management

•Content Search and Analytics •Voice of the Customer •Patient Diagnostics & Care Coordination •Government and Crime Intelligence •Enterprise Fraud Management •Defensible Disposal & Value Based Archiving •Retention & Records Management •eDiscovery

SOCIALIZE

GOVERN

ACTIVATE

ANALYZE

• Document Imaging and Advanced Document Capture • Enterprise Platform Services • Enterprise Report Management • Asset Lifecycle Mgmt • Accounts Payable • eBilling & Electronic Document Delivery • Contract Management

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11

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

12

Solutions

for document input automation

Paper

Email

Office

documents

•Labor intensive •Inactive •Regulatory control •Policy enforcement •Attachments •Access and visibility •Manageability

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

• 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

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IBM

Enterprise Report Management

Essential for high volume print output: e-capture and e-presentment

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

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

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

• 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

eliminate printing and postage

Source: Billing Views: Billing Reborn, October 2011

rapid billing inquiry resolution self service

email delivery

analyze usage and recommend better service or plan

B

il

li

n

g

retention, e-discovery, holds & audits archive

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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

Leverages the superior Storage-Management of

CMOD and its hierarchical options

Calculated on the live data of a CMOD archive at a

large financial services provider in Europe:

Data

CMOD

325 TB Reduction

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.

Storing 200 TB output data in IBM Content Manager OnDemand saves >10 Million Euro in 5 Years²

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 OnDemand software 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 CSRs and 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.”

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Build on the foundation to

add value

•Courts and Justice •Claims Processing &

Optimization •Benefits Adjudication •Insurance Underwriting •Loan Origination / Mortgage Processing

Content at Rest = Cost, Content in Motion = Value

ACTIVATE

•Social content mgmt •Human Capital Management •Education Intervention Management •Content Search and Analytics •Voice of the Customer •Patient Diagnostics & Care Coordination •Government and Crime Intelligence •Enterprise Fraud Management •Defensible Disposal & Value Based Archiving

•Retention & Records Management

•eDiscovery

SOCIALIZE

ANALYZE

GOVERN

CAPTURE

• Document Imaging and Advanced Document Capture • Enterprise Platform Services • Enterprise Report Management • Asset Lifecycle Mgmt • Accounts Payable

• eBilling & Electronic Document Delivery

• Contract Management

Advanced Case Management requires an

integrated

approach that addresses repeatable

patterns

• Content management • Workflow • Dynamic tasks • Collaboration • Social capabilities • Business rules • Analytics • Compliance • Integration • Solution templates

Integrated

Solution

• 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 • Auditability and compliance are

key for all related elements throughout the lifecycle of a case

Patterns

Today, organizations develop

bespoke applications or purchase

multiple point solutions

Tomorrow, organizations will implement

business-friendly platforms that support

multiple case-style applications

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Case management in

every industry

Invoice, Contract, Employee, Vendor, Customer,

Project, Change Request, Complaint, Exception,

Incident, Audit, Electronic Discovery, etc…

… a common

pattern

of challenges exists across all industries

Although a “case” may be

expressed differently

depending on your business …

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 •…

…

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Integrated user experience

A case worker

has all the

information they

need to improve

case outcomes

Case Runtime

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Powerful analytics for better case outcomes

Case managers

need insight in

order to impact

results.

Case Analytics

Structured Unstructured Real time Persisted

22

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.”

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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 emails–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.

A federal regulatory agency

Building a powerful end-to-end content and case

management solution

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.”

External

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.

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.

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Build on the foundation to

add value

•Social content mgmt •Human Capital Management •Education Intervention Management

Content at Rest = Cost, Content in Motion = Value

SOCIALIZE

Content at Rest = Cost, Content in Motion = Value

•Content Search and Analytics •Voice of the Customer •Patient Diagnostics & Care Coordination •Government and Crime Intelligence •Enterprise Fraud Management •Defensible Disposal & Value Based Archiving •Retention & Records Management •eDiscovery

GOVERN

ANALYZE

•Advanced case mgmt •Customer Service / Experience Mgmt

•Courts and Justice

•Claims Processing & Optimization •Benefits Adjudication •Insurance Underwriting •Loan Origination / Mortgage Processing

CAPTURE

ACTIVATE

• Document Imaging and Advanced Document Capture • Enterprise Platform Services • Enterprise Report Management • Asset Lifecycle Mgmt • Accounts Payable • eBilling & Electronic Document Delivery • Contract Management © 2012 IBM Corporation

26

Social content management

solutions

Office document

management

Content

collaboration

Social business tools with shared ECM services

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

Connect the right subject matter

experts with content producers

and consumers

Integrate social and

content-centric applications to enable

collaboration

– IBM and Microsoft

collaboration, CMIS support,

advanced case management,

content collection

Unified, secure, scalable platform (with repository of record) extends

social content to enterprise

– New in IBM Connections 3.0.1

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

includes MS Office integration and MS SharePoint web parts

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Social content management solutions

Office document

management

Social business tools with integrated ECM services

Expanded social content access

Build on the foundation to

add value

•Content Search and Analytics

•Voice of the Customer

•Patient Diagnostics & Care Coordination •Government and Crime Intelligence •Enterprise Fraud

Management

Content at Rest = Cost, Content in Motion = Value

•Defensible Disposal & Value Based Archiving •Retention & Records Management •eDiscovery

GOVERN

ANALYZE

•Advanced case mgmt •Customer Service / Experience Mgmt •Account Opening & Management

•Courts and Justice •Claims Processing & Optimization •Benefits Adjudication •Insurance Underwriting •Loan Origination / Mortgage Processing •Social content mgmt •Human Capital Management •Education Intervention Management

CAPTURE

ACTIVATE

SOCIALIZE

• Document Imaging and Advanced Document Capture • Enterprise Platform Services • Enterprise Report Management • Asset Lifecycle Mgmt • Accounts Payable • eBilling & Electronic Document

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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.”

– Sue Feldman, IDC

Content Analytics is positioned to address both analytics and search

use cases that enable fact-based business decisions

Advanced

Analytics

Text

Analytics

Content

Analytics

Content

Classification

We offer actionable insight from

unstructured information for a

deeper understanding of your

business.

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

Understand the Why

behind your information. Easily investigate and explore trends, patterns and relationships to find new insight

Accurate Fact and Concept Extraction. Rich NLP capabilities and a flexible UIMA-compliant tooling environment to tailor and apply annotators with rules, dictionaries, and taxonomies quickly and easily to extract key entities from text

Adaptive Classification Automates the organization of content by analyzing, evaluating and understanding the context of unstructured content

Enterprise

Search

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IBM Content Analytics:

How it works

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

IBM Content Analytics

Rapidly Derived Insight Analyze and Visualize Search and Explore Aggregate and Extract

Integrate to other systems and

solutions as “middleware”

IBM ECM and ACM Solutions

IBM Cognos and SPSS Analytics

Systems

IBM InfoSphere Warehouse

IBM Netezza Data Warehouse

and Analytics Solutions

Powered by Rapid Insight

Enables Deeper Insight (optional)

Classification Module

automates the organization

of unstructured content

by

analyzing the full text

of documents and emails.

With advanced content classification, organizations

accelerate time-to-value

from ECM

investments such as

content archiving, records management, content analytics, repositories

and more.

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Why Organizations Need Content Classification

Accessibility, Usability, Compliance, Analytics

Access

Use

Comply

Analyze

34 34

Business Challenge

With millions of email 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.

Smarter Business Outcomes

Improves visibility and access to accurately categorized email content . Provides more insight for records retention and legal discovery. Reduces storage required for email messages.

34

IBM Pilot Program

Smart is:

intelligently classifying

documents

Industry context:

government

Value driver:

speed, accuracy of classification

Solution onramp:

content analytics

“Consistent, reliable and automated configuration of content is critical.”

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35

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 emails 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.

Telecommunications Company

Smart is: reducing

customer churn

Industry context:

telecommunications

Value driver:

improve customer service

Solution onramp:

content analytics

“

“As a result, we can easily identify trends and patterns from As a result, we can easily identify trends and patterns from customer voices across our organization and provide better customer voices across our organization and provide better customer service.

customer service.”” —

—General ManagerGeneral Manager Japanese Telecomm Company Japanese Telecomm Company

Build on the foundation to

add value

•Defensible Disposal & Value Based Archiving

•Retention & Records Management

•eDiscovery

Content at Rest = Cost, Content in Motion = Value

GOVERN

Content at Rest = Cost, Content in Motion = Value

•Courts and Justice

•Claims Processing & Optimization •Benefits Adjudication •Insurance Underwriting •Loan Origination / Mortgage Processing •Social content mgmt •Human Capital Management •Education Intervention Management •Content Search and Analytics •Voice of the Customer •Patient Diagnostics & Care Coordination •Government and Crime Intelligence •Enterprise Fraud Management

CAPTURE

ACTIVATE

SOCIALIZE

ANALYZE

• Document Imaging and Advanced Document Capture • Enterprise Platform Services • Enterprise Report Management • Asset Lifecycle Mgmt • Accounts Payable

• eBilling & Electronic Document Delivery

• Contract Management

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Why is

information governance

a problem?

Sources: 3. Information Week Survey, December 2009. 4. IDC Digital Universe Study, May 2010

Source: CGOC Benchmark Report on Information Governance,

October 2010 Sources: 1 Conference on Civil Ligitation, Duke Law School, May 2010Litigation Cost Survey of Major Companies, 2010 ). 2 (from Industry estimates

Companies that cite

defensible disposal as

key driver behind their

governance programs

98%

Companies that can

defensibly dispose today

22%

Average cost to collect,

cull and review

information per legal

case

1

$3M

Portion of information

unnecessarily retained

2

70%

Amount of IT budget

spent on storage

3

17%

Projected information

growth, 2009-2020

4

44x

38

Imperative

for action:

The day of reckoning is here as illustrated by Global 3 Oil Company case study

Hold-everything approach instituted to avoid recurrance

Information volume and eDiscovery cost rise sharply

Risk increases with volume and complexity

Employees overlooked or their departure missed

IT moves or retires data on hold

Expensive, embarrassing recovery

Many legal matters

High employee turnover

1000s of servers and IT staff

Spreadsheet hold tracking

No transparency in legal or IT

Actual 2011 2012

Target

Company data volume increases 875% in 5 years Data management costs exceed $1B annually with volume

Data Growth is Unmanageable

Information growth will devour IT budget over time

CIO Crisis: Budget Eroded by Waste

2008 2010 2012 2005 Federal evidence rules extended to electronic data; “save everything”

2

3

1

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Move to Value-Based Archiving, Rigorous Compliance, and

Defensible Disposal

Hold & Collect Evidence

Archive for Value & Dispose

Retain Records & Dispose

Dispose of Data Debris

Cost Reduction

and

Risk Reduction

The value of

Defensible

Disposal

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.

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Top organizations

rely on IBM ECM

* Lists of top companies/agencies sourced from Dun & Bradstreet Worldbase. ECM customer information sourced from IBM Finance.