16th Annual Awards Global Awards for Excellence in BPM & Workflow

1. 16th Annual AwardsGlobal Awards for Excellence in BPM & Workflow Judges: Nathaniel Palmer, Bob Puccinelli, Cor Visser, Ken Mei, Francesco Battista Lead Judge: Derek Miers Awards Director: Layna Fischer Future Strategies Inc Media support by

2. Impact Recognizing Excellence in BPM & Workflow • Europe • North America • Middle East/Africa • Pacific Rim • South and Central America Innovation Implementation

3. Assessment Criteria • Innovation • Innovative use of BPM technology to solve unique problems • Creative and successful implementation of advanced BPM concepts • Level of integration with other technologies and legacy systems • Degree of complexity in the business process and underlying IT architecture • Implementation • Successful BPM and/or workflow implementation methodology • Size, scope and quality of change management process • Scope and scale of the implementation (e.g. size, geography, inter-company processes) • Impact • Extent and quantifiable impact of productivity improvements • Significance of cost savings • Level of increased revenues, product enhancements, customer service or quality improvements • Impact of the system on competitive positioning in the marketplace • Proven strategic importance to the organization's mission • Degree to which the system enabled a culture change within the organization and methodology for achieving that change

4. Finalists • Europe • Faculty of Manufacturing Technologies, TUKE, Slovakia nominated by Czestochowa University of Technology, Poland • Homeloan Management Limited (HML), UK nominated by Lombardi Software, USA • SNS Bank IT, Netherlands nominated by Red Hat, Netherlands • SwisscardAECS AG, Switzerland nominated by Action Technologies Inc., USA • Middle-East Africa • Abu Dhabi Commercial Bank, United Arab Emirates nominated by Newgen Software Technologies Ltd., India • NAFITH Logistics PSC, Jordan nominated by TraxAware Software LLC, Jordan • Nokia Siemens Networks, United Arab Emirates nominated by Appian, USA • South African Post Office, South Africa nominated by Pétanque Consultancy, South Africa • North America • AmerisourceBergen Corporation, USA nominated by Metastorm, USA • CitiGTS Group, USA nominated by Pegasystems Inc., USA • Lincoln Trust Company, USA nominated by Lincoln Trust Company, USA • Nuclear Regulatory Commission, USA nominated by HandySoft, USA • Pinellas County, Florida, USA nominated by Global 360, Inc., USA • San Francisco Public Utilities Commission, USA nominated by Interfacing Technologies Corp., Canada • San Joaquin County Information Systems Division, USA nominated by Oracle, USA • Pacific Rim • AEGON Religare Life Insurance Company LTD., India nominated by DST Global Solutions, Hong Kong • Genpact Ltd., India nominated by Savvion Inc., USA • Ranbaxy Laboratories Limited, India nominated by Newgen Software Technologies, India • Reliance Life Insurance, India nominated by Savvion Inc., USA • South Australia Department of the Premier and Cabinet, Australia nominated by HandySoft, USA • South and Central America • QUALA SA, Colombia nominated by Pectra Technology, USA

5. Trends Seen From the Entries Multiple, complex processes automated Portal implementations (B2E, B2B, B2C) Broad organizational initiatives Finance product management and Credit Card processes E-gov and value chain integration Center of Excellence Approaches Engagement of the wider organization In many cases, still too much emphasis on technology rather than the business issues How the Challenges were met, Pitfalls overcome, Learning Points taken to heart, Team Structures dealt with the issue, etc. Important to communicate the real business benefits (not the technology) Many of the submissions were lacking meaningful baseline metrics Sophistication in Africa, Middle East and South America

6. Europe Silver Award SNS Bank, Netherlands nominated by Red Hat, Netherlands and Homeloan Management Limited, UK nominated by Lombardi Software, USA

7. SNS Bank, Netherlands • Situation • Looked to develop fully automated processes, integrating across channels • Delivering savings products online • SOA, BPM, Open Source; Seeking cost reduction • Implementation & Innovation • Repository with re-usable processes • Integrated JBoss with Rules Engine and front end web applications • Benefits • Two weeks to two days for savings product requests • Enabled seamless exchanges between the different departments, customers and applications • Envisioning a full-scale banking store, integrating STP with BPM across channels

8. Homeloan Management, UK • Situation • Outsourced mortgage administration solutions to over 30 lenders • Manual, complex processes; Wanted to improve, streamline and increase overall control of the processes • Automate repeatable, efficient, consistent strategies across the client base • Implementation & Innovation • Model and automate the complex credit management strategies of each client (over 50 different strategies); Modular components developed and adapted to specific constraints • Integrated with document production • Center of Excellence approach • Benefits • 22 FTE’s saved (£400K process architect) • Rapidly adopt new strategies without lengthy development and testing • Improved compliance and radical reduction of errors • Clients a pay by results pricing structure (accounts cured rather than activity levels)

9. Europe Gold Award SwisscardAECS, Switzerlandnominated by Action Technologies, USA Integrator Action Solutions AG

10. Swisscard AECS, Switzerland • Situation • Service operation, offering merged credit card support • Time to market issues; multiple contact-points • Credit Cards, Loyalty Programs, Corporate Customers, Co-branded Cards • Faced increasing regulatory and risk issues • Implementation & Innovation • Combined BPM principles and software agent technology (wrapping new and legacy applications) • Extending workflow boundaries to include external customers • Humans & software agents participate in Case Management (Meta-Cases) • Wide range of processes – full lifecycle, applications to chargebacks • Benefits • ROI of 338% (based only on the cost savings); NPV over $1 million in 2009 (first year) • 40% reduction in cycle time; 30% increase in productivity; Information quality of 10%

11. Swisscard AECS, Switzerland Daniel Böhringer Head of Risk Services 11

12. Middle East-Africa Silver Award South African Post Office nominated by Pétanque Consultancy, South Africa and NAFITH Logistics PSC, Jordan nominated by TraxAware Software LLC, Jordan

13. South African Post Office • Situation • New business model agreed in 2007 • “to become more accessible, more customer focused, more innovative in generating revenue and finding new and better ways of providing services to the urban and rural communities” • Implementation and Innovation • BPM applied in a low IT focus, high people impact formula • “Created an environment for teamwork and buy-in at all levels, focusing on transparency, collaboration and interdepartmental exchange of current and best practice processes” • Business-wide engagement program • Benefits • Impacting staff at all levels, customers, partners and suppliers, and the South African Government (shareholder) • New partnerships; new products; • Cost savings, time reductions (employee onboarding, project implementation, etc); Productivity (role clarity, removing duplication • Framework for longer term change and performance metrics

14. NAFITH Logistics PSC, Jordan • Situation • 250 employee organization spread over 39 remote locations working on a 24/7 shift structure to manage and control all trucks going in and out of the city of Aqaba • Enhance the culture through the creation of transparent HR processes • Transform the public-sector mentality to a corporate one • Create well defined business processes catering to all aspects of day-to-day work and procedures • Implementation and Innovation • Reengineering of current manual internal processes • Development of standard business rules that serve the processes • web based Portal for HR, Content Management & Warehouse Management • Benefits • The 45% savings in paper translates directly into 1.4 MT of paper • Saving 3 FTE’s, 5% Fuel Reduction, Cars • Time reduction – 50% less administration; 60% in HR; 20% employee form-filling; Process duration – e.g. vacation request from 3-5 days to 3 hrs

15. Middle East-Africa Gold Award Nokia Siemens Networks, UAE nominated by Appian, USA

16. Nokia Siemens Networks, UAE • Situation • Merger of Siemens and Nokia Networks - CSI employs 4000 staff; T/O €500 million pa; Array of inflexible and disconnected tools • Implementation and Innovation • CSI process framework; BPMS to manage the business effectively and support growth • Touches all functional areas within CSI, suppliers and customers incl Service Delivery, Resource/Competency Mgt, Sales Mgt, Tech Support, Product & Portfolio Mgt, Remote Delivery & Offshoring • Benefits • €1.8 million investment, CSI has calculated a €12 million annual productivity savings pa • Real time end-to-end business and project visibility in 15 months • Improved employee utilization; common language

17. Nokia Siemens Networks, UAE Nick Deacon, Nokia Siemens Networks

18. North America Silver Award AmerisourceBergen, U.S. nominated byMetastorm, USA and County of San Joaquin, California, USAnominated byOracle USA

19. AmerisourceBergen, U.S.A. • Situation • Global Pharma – maintaining high standards while managing growth; creating efficiencies; making better and faster decisions; ensuring regulatory and legal compliance • Numerous relationships with manufacturers, pharmacies, and hospitals • Implementation and Innovation • Established a BPM Center of Excellence • Deployed and optimized nearly 200 processes with approximately 3,000 global users (with a team of 4) • Benefits • Establish more efficient and accurate tracking capabilities • Significantly reduce chargeback disputes • Improve transaction transparency and improved supplier collaboration • Empower more process-centric thinking across multiple departments • “Total annual benefits are in the tens of millions of dollars” • Example - Accounts payable process has improved reconciliations from 20% a month to 70% a month

20. County of San Joaquin, California Situation providing a wide and diverse range of programs and services to over 650,000 County residents Range of programs - Health care services; Community Centers and Parks; many State and Federal mandated programs; Criminal Justice Information System (CJIS) Decreasing Budgets; Changing Demographics; Service Constrained by Organizational Structure and existing Processes Implementation and Innovation Implement service-oriented architecture (SOA); BPM-BPEL Established key project benchmarks Benefits Improved processing of Warrants by providing BAM dashboards to users Reduced interface development time from 6 months to 1 month Reduced implementation time for COTS applications Reduction in the number of system interfaces by adopting a publish/subscribe architecture

21. North America Gold Award Lincoln Trust Company, USA nominated by Lincoln Trust Company, USA

22. Lincoln Trust Company Situation Recently spun off; 350 employees & $15 billion assets Manage non-traditional financial assets such as private placements, promissory notes, offshore funds; residential and commercial real estate Using BPM technology to manage all strategic processes of the organization Implementation and Innovation Client web portal; Integrated process with VOIP telephone system BPM practice center – common shared processes; implemented 15 enterprise wide business processes impacting 10 different operational business units Benefits 90% reduction in customer complaints Year one ROI of 120%; overall cost savings of $2.2M decreased process cycle times in some areas by up to 75% Now process 75% of volumes prior to a divestiture with 25% of the original staff Generate additional revenue by encouraging clients to “upgrade” accounts

23. Lincoln Trust Company Helen Cousins, EVP/ CIO Joan Manning, EVP Operations Helen Cousins, (left) and Joan Manning

24. Pacific Rim Silver AwardReliance Life Insurance, India nominated by Savvion Inc., USA

25. Reliance Life Insurance, India Situation In just two years of operation, Reliance Life Insurance has exceeded 2 million policies and is among the country’s fastest growing life insurance firms in new business premiums with a year-over-year growth rate of 195 percent Implementation and Innovation BPM governance council BPM provided the backbone and orchestrated multiple systems including Documentum, LifeAsia (on AS/400), Policy Tracking and InsureConnect. Highly distributed multiple teams/departments across geographies, partners Benefits Reduce processing time for new policies from 2 weeks to 4 hours Transaction costs of underwriting significantly reduced due to the automation achieved Enabled services via multiple channels

26. Pacific Rim Gold Award South Australia Department of the Premier and Cabinet nominated by HandySoft, USA

27. South Australia Department of the Premier and Cabinet Situation Cabinet Submissions and Notes for Cabinet and the associated briefings Processes require collaboration and negotiation across more than 20 directorates and agencies with more than 40,000 potential participants Highly dynamic, heavily paper-based, prone to security breaches Implementation and Innovation Portal; Paperless environment for Cabinet proceedings Case Management and Action Tracking; Structured and Unstructured Processes Benefits Hundreds of thousands of dollars savings DPC has realized “time reductions” as well as “productivity improvements.” DPC plans a full ROI analysis in 2010.

28. South Australia Department of the Premier and Cabinet Tanya Smith Deputy Chief Executive of the Department of the Premier and Cabinet

29. South & Central America Silver Award NO SILVER AWARDED THIS YEAR

30. South & Central America Gold Award QUALA SA, Colombia nominated byPectra Technology, USA

31. QUALA SA, Colombia Situation Multinational dedicated to the production and distribution of food Agility, greater scalability in the operations the same organization Implementation and Innovation Integration of the value chain 6 core processes - supply and logistics, investment project evaluation, prices & promotions, product traceability & temporary staff management 300 internal users at 6 different locations, and over 200 external users Benefits HR Processes - time reduction (-250%) 5  2 days; productivity (+145%); expense reduction (USD 55,000 monthly) 70% more sales than in 2006 Integration of 800 suppliers into Value Chain

32. QUALA SA, Colombia MARIA CRISTINA COBOS MUÑOZ IT Development Manager QUALA Team 32

33. Europe Gold Swisscard AECS AG, Switzerland Nominated by Action Technologies Inc., USA Silver (tie) SNS Bank IT, Netherlands Nominated by Red Hat, Netherlands Homeloan Management Llt (HML), UK Nominated by Lombardi Software, USA Middle-East Africa Gold Nokia Siemens Networks, UAE Nominated by Appian, USA Silver (tie) South African Post Office, South Africa Nominated by Pétanque Consultancy, South Africa NAFITH Logistics PSC, Jordan Nominated by TraxAware Software LLC, Jordan North America Gold Lincoln Trust Company, USA Nominated by Lincoln Trust Company, USA Silver (tie) AmerisourceBergen Corporation, USA Nominated by Metastorm, USA San Joaquin County, USA Nominated by Oracle, USA Pacific Rim Gold South Australia Dept of the Premier and Cabinet, Australia Nominated by HandySoft, USA Silver Reliance Life Insurance, India Nominated by Savvion Inc., USA South and Central America Gold QUALA SA, Colombia Nominated by Pectra Technology, USA 2009 Winners

34. Thank you! Our congratulations again to the Finalists and Winners. Derek Miers, BPM Focus. Lead Judge Layna Fischer, Awards Director and PublisherFuture Strategies Inc. The recording and slides will be posted to www.BPMF.org within a few days.