Enterprise Content Management for Government

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

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

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

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

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

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

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

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

9. The top ECM Business Drivers for Government are: Government Business Issues ECM Solutions • Transforming business processes by automating paper and labor intensive tasks with Capture, eForms, workflow, search and retrieval • Improving operational efficiencies and reducing costs with proven and measurable ROI • Combining workflow with content for Case Management resulting in improved citizen access and outcomes • Enhancing government processes as it relates to service delivery to the citizen • 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

10. Top Business Drivers – all industries Source: AIIM, State of ECM Industry, May 2006

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

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

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

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

15. Adding Process to ContentGetting the Right Information to the Right People at the Right Time • Improve Processes • Create Efficiencies • Reduce Costs • Improve Service

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

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

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

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

20. 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 Portal Content Management Workflow Challenge Solution State of Utah - HHS 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

21. Inefficiencies in the paper work process for certifying teachers Rapidly increasing volume to applications Delays and bottlenecks and errors with manual processes Challenge Solution Florida Department of EducationBureau of Teachers Certification Business Benefits • Reduction in the time to certify teachers • 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. • Imaging • On Line Application process • Workflow • ECM repository

22. Staff buried in paperwork Half of all tasks simply required moving paper from desk to desk Delays and bottlenecks occurred due to misplaced paperwork and forms Challenge Solution Miami Dade – Traffic Courts Business Benefits • $1M annual savings in personnel costs • Able to handle 30% increase in workload with 15% fewer staff • Reclaimed 3,500 SqFt of storage space • Significant improvement in quality of work environment • Imaging • Electronic Forms • Workflow • ECM repository “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

23. Tax department ran out of space to house documents Agencies could not share information leading to extensive duplication and increased customer wait time Connectivity Enterprise Content Management Business Process Management Challenge Solution State of North Dakota - Enterprise Business Benefits • System paid for itself in six months • Automation of business processes enabled workers to complete a full days work in less than three hours • 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

24. 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 time-consuming process associated with processing title services, safety records and licensing fraud for salvage vehicles. Capture Enterprise Content Management Workflow Challenge Solution New York State - DMV 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.”

25. 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 Mail Management/Archiving system Advanced Search system Automated requests Workflow system Challenge Solution Florida Children and Families 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

26. 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

27. Questions