Enterprise Content Management “The Vertical Possibilities” Pamela Doyle, Fujitsu

1. Enterprise Content Management“The Vertical Possibilities”Pamela Doyle, Fujitsu

2. AIIM’s definition of ECM: The strategies, methods and tools used to capture, manage, store, preserve and deliver content and documents related to key organizational processes. • 2

3. What ECM Covers • ECM is not a single system • ECM usually is a group of aligned systems • ECM is about “unstructured” information Unstructured information Structured information • Processed by systems • Databases • Ordered data • Sales and invoicing • Accounting • Human resources • Used by humans • Images • Office documents • Graphics and drawings • Print streams • Web pages and content • E-mail • Video • Rich media assets • 3

4. ECM – is and is …not • ECM is not… • a single technology • a black box • a miracle cure • easy • ECM is… • about business & organizational processes • not just technology • complicated • 4

5. 1.2 ECM – E = Enterprise ECM • Think like an environmentalist • Think globally, act locally • Think strategically, implement tactically • 5

6. 1.2 ECM – C = Content ECM • All content, not just text documents, not just e-mails without attachments • How widely do you need to search & retrieve • Users inside & outside the organization • 6

7. 1.2 ECM – M = Management ECM • Not just collecting & holding content, but actively managing it • 7

8. ECM Software Technologies Production Capture Distributed Capture OCR ICR/OMR/Barcode Forms Processing IDR Document Distribution Key from Image Image Enable Document Management WCM Digital Asset Mgmt. Electronic Records Management Business Process Management (Workflow) Enterprise Report Mgmt.

9. ECM Hardware Technologies • Network Infrastructure • Scanner(s) • Image Enhancement • Security • Storage: • Magneto Optical • WORM • RAID • CDs/DVDs • NAS • SAN

10. Business Drivers Core Competencies Business Continuity Regulatory Compliance Environmental Conscious

11. Horizontal Applications • Horizontal Applications: • Disaster recovery • Customer records management • Human resource records management • Processing forms • Document distribution • Document publication • Automating business processes

12. Health Care – The Prospects • Hospitals • Multi-physician practices • Solo-physician practices • Pharmacies • Drug manufacturers • Health care plans • Dentists • Assisted living facilities • Nursing homes • Optometrists • Insurance providers

13. Health Care – The Business Drivers • Paper intensive • High administrative costs • Lost or misplaced files • Need to improve quality of care (competitive) • Improve accuracy of diagnosis • Need for clinical repositories • Expedite transaction processing (i.e. EOBs) • Regulatory compliance (HIPAA, FDA CFR)

14. Health Care – The Applications • Admissions • Patient records • Claim processing • EOBs • Order entry • Clinical data repositories

15. Alamo Asthma & Allergy • Company Overview: • San Antonio, TX • 2 Physician Practice (opened Aug., 1999) • Provide quality treatment for asthma & allergy related illnesses • Small office, 1,100 sq. ft. • Practice grew, added 1,900 sq. ft. • Business Problem: • Space was being over taken by patient charts • Maintaining records was time-consuming & tedious

16. Alamo Asthma & Allergy • Lost records (NIGHTMARE) • Retention – 7 yrs. or more • HIPAA Requirements • Implementation Objectives: • Remote access to records (patient calls after hrs.) • Easy to use • Use existing MS Word patient templates • Minimize manual indexing • Data security (in case of server crash) • HIPAA compliant

17. Alamo Asthma & Allergy • Solution: • FileBound Content Management Solution • e-forms module • Deployment: • Backfile conversion of 3,500 existing patient records • Temporary help • Establish a daily routine for imaging patient records • Patient documents, including MS Word, printed prior to patient’s arrival • Barcode applied (patient ID, date, form type) • Documents scanned and automatically filed without manual indexing

18. Alamo Asthma & Allergy • Benefits: • Reduced time and frustration of dealing with paper records • Reduced storage requirements • White-out functionality aided with processing EOB • Remote access via Internet (home access 24 X 7) • Redundant storage to laptop • ROI: • HIPAA compliant (privacy, track access, protection) • Practice expansion with no additional administrative staff

19. Self Memorial Hospital • Referral hospital (421 beds; 1,600 staff) • Problem: • Turnaround time for trauma patients was too long due to inability to find files quickly (250 boxes in hall with 3,000 documents) • HIPAA • Solution: • Scan to CD • 4 MVP scanners

20. Self Memorial Hospital • ROI: • Faster patient response (10 min. vs. < 3 min.) • Reduced storage (elim. storing 150,000 docs. monthly) • Cost savings ($500K per year) • Faster retrieval and processing for HIPAA compliance

21. Financial – The Prospects • Large banks • Community banks • Credit unions • Brokerage firms • Accounting firms • Financial investment firms • Check cashing facilities

22. Financial – Business Drivers • Heavily reliance on microfilm • Seeking the use of Internet to accelerate business processes • Maintain competitive advantage • Cost of office space • Reduce operating system costs • Heavily regulated - SOX, GLB, SEC, Check 21 (Risks and Total Costs of Failure)

23. Financial – The Applications • Proof of deposit • Check truncation • Signature verification • New account ID • Transaction processing • Safe deposit contracts • Wire transfer documentation

24. Maier, Markley & Menashi LLP • Company Overview: • Professional services firm • White Plains, NY • Provide clients with accounting, tax compliance & consulting, medical billing, and collection & accounts payable management • Business Problem: • Must maintain several years of records for their clients • Pushed the physical limits of on-site storage • Increasing cost for off-site storage

25. Maier, Markley & Menashi LLP • One of their clients, a health care organization, who provides renal-dialysis services, was experiencing steady growth. As they grew so did the volume of paper. • This client was the catalyst for seeking DM solution • The business process? Accounts Payable • Implementation Objectives: • Integrate with LOB application to eliminate data entry duplicity (MAS 200 AP Module) • Dynamic and scalable

26. Maier, Markley & Menashi LLP • Web access for customers • Workflow to automate business processes • Cost effective • Solution: • FileBound Web-based Content Mgmt. System • FileBound Importer Pro (key to integration with MAS 200 AP system) • Metadata imported to FileBound • Invoices scanned • User can search & locate documents in seconds

27. Maier, Markley & Menashi LLP • ROI: • Documents are digitized • Search and retrieve in seconds vs. days • New functionality to existing LOB • Reduce cost of AP processing • Reduce duplicate payments & late fees • Visibility to status of payment • Looking Forward: • Add workflow component to automate business processes (i.e. invoices over $1,500)

28. Ernst & Young, Merrill Lynch, Solomon Smith Barney • Full service financial brokerage firms with branch offices throughout U.S. • Business Problem: • Branch offices generate 350-450 new accounts daily (average of 5 documents = 10,000 pages per day) • Previously documents sent via interoffice mail • At corporate, enter new account workflow • Many documents were lost

29. Ernst & Young, Merrill Lynch, Solomon Smith Barney • Remote Capture and Workflow Solution: • Distributed Capture Solution (Kofax ACIS) • LVP Scanners/VRS • Documents sent via any Internet connection • ROI: • Eliminate courier services • Ensure regulatory compliance • Accelerate business processes • Enable better B2B and B2C

30. Transportation – The Prospects DOTs Courier services Brokers Trucking companies Food distributors U.S. space program Airlines Relocation providers

31. Transportation – Business Drivers • Economic issues and price of fuel seeking ways to cut costs: • Photocopying • FAX • Storage space • Workforce reduction • Administrative costs • Regulatory compliance • Data analysis (collisions, road and bridge repairs) • Enhance customer service (self customer service) • Accelerate revenue

32. Transportation – The Applications • Proof of delivery • Accounts payable • Customer records management • Custom documentation • Document distribution • Shipping documents • Packing slips • Maintenance records

33. Sirva • Company Overview: • Based in Westmont, IL • Leader in providing relocation solutions • Brands include: • Allied • Global • North American Van Lines • 7,800 employees • 365,000 relocation per year (end to end) • Business Problem: • Each household move generates an average of 25 pages of shipping documents • Agents used mail or courier to overnight documents to be processed using Datacap Taskmaster data & document capture solution integrated with custom DM system

34. Sirva • Implementation Change Objectives: • Reduce processing time • Reduce costs • Solution: • Datacap Taskmaster Web (browser-based scanning & indexing solution) to remotely capture shipment paperwork & transmit to corporate in Indiana • Fujitsu fi-4110 and fi-4120 workgroup scanners • ROI: • Reduced processing time by an average of 2 days • Reduced scanning costs • Reduced costs associated with shipping documents

35. Willamette • Paper and Lumber Manufacturer based in Portland, OR • Business Problem • Too many man hours spent filing and retrieving documents • Physical space to store was becoming excessive • Needed a disaster recovery plan for critical information asset • Solution: • Capture with LVP scanner

36. Willamette • ROI • Processing time reduced from 17-20 minutes to 20 seconds • Reduced storage costs • Accelerated business process by enabling customers to have direct access to documents • Ensured security of data from any data storage disaster

37. SMBs – The Prospects • Law firms • CPAs • Real estate and property management • Municipal governments (courts, transit, city and county governments) • Professional service organizations • Not for profits • Educational institutions (state and community colleges, professors, local school districts)

38. SMBs – Business Drivers • Economy and cost of fuel forcing many SMBs to seek cost reductions • Regulatory compliance • Business continuity • Lower costs ECM hardware and software

39. SMBs – The Applications • Records management (customer, vendor, HR) • Document distribution • Contracts • Transaction processing • Invoice processing • Disaster recovery • Sales agreements

40. Property Management Plus, Inc. • Company Overview: • San Jose, CA • 4 Person Property Mgmt. & Real Estate Co. • Serves clientele in greater SF Bay & international clientele in Australia, China, Israel, Japan, Philippines, & UK • Business Problem: • Highly paper intensive (agreements, photos, inspection reports, disclosures, etc.) • For regulatory purposes, physical file must be archived for up to 4 yrs. • Receive an avg. of 70 calls per day requiring immediate access to files

41. Property Management Plus, Inc. • Relying on traditional information sharing • (FAX, Postal & Courier Services) • Solution: • ScanSnap to digitize files to PDF for archiving and sharing via e-mail • ROI: • Eliminate costs of faxing (1 doc. to Philippines $27 / Korea $36) (Saved thousands) • Eliminated courier minimum 7 day staggering value-add • PDF provide for vast ability to collaborate • Execute contracts faster resulting in company growth

42. America’s Toughest Sheriff – Joe Arpaio • Overview: • Served in U.S. Army • Police officer in Washington D.C. and Las Vegas, NV • 32 yr. Federal law enforcement career concluded as head of state DEA • Reputation for fighting crime and drug trafficking • Campaigned to become county sheriff in 1992 • Re-elected to an unprecedented four 4-year terms

43. America’s Toughest Sheriff – Joe Arpaio • Benefits (Community Programs): • Bicycle registration • Block watches • Child identification & fingerprinting • Project lifeline (free cellular for domestic violence victims) • S.T.A.R.S. (Sheriff’s Teaching Abuse Resistance to Students) • Problem: • Arpaio believes inmates should be treated as harshly as legally possible

44. America’s Toughest Sheriff – Joe Arpaio • Solution: • Limited meals to twice daily (avg. cost .15) • Banned smoking, pornographic magazines & weight lifting • Hard knocks high study program • Chain gangs • Pink underwear • Tent city • ROI: • Substantial reduction in costs • Significantly enhanced community service • No prisoner released before his time

45. Maricopa County Sheriff’s Office • Overview: • Headed by the famed Sheriff Joe Arpaio • Maricopa County, Arizona • 3rd largest sheriff’s office in the country • Employees over 3,000 people • Committed to being the leader in establishing the standards for providing professional quality: • Law enforcement, • Detention, and • Support services for its citizens

46. Maricopa County Sheriff’s Office • Business Problem: • Employee hiring and screening process was very complex and paper intensive • The lengthy hiring process was resulting in: • Excessive overtime • Costly mistakes • Misfiled paperwork • Inability to comply with privacy laws and regulations

47. Maricopa County Sheriff’s Office • Solution: • FileBound enterprise-class content management (document management; workflow and eforms) • Integrated with LOB application • Benefits: • Hiring process shortened by weeks • Streamlined and innovative business process • Reduced overtime • Substantial reduction in lost documents • Secured access • More accurate employee records that are compliant with privacy laws and regulations

48. More Information • Case Studies and White Papers: • Fujitsu at www.fcpa.fujitsu.com • Health Care • Banking/Financial Services • Transportation • SMBs • Distributed Capture