EMC Documentum Enterprise Content Management Overview # 3

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EMC DocumentumEnterprise Content Management Overview # 3

Jason SmithSr. Account ManagerEMC Content Management and Archiving

Rob SilverbergRegional Services Director, Western RegionEMC Content Management and Archiving

Improving Service Delivery while Reducing Time, Cost and Risk

2© Copyright 2009 EMC Corporation. All rights reserved.

Where do your state agencies fit on this continuum?


How you apply these technologies depends …


Solution Overview: Digital Content Repository


Stage 1 Enablers …EMC Captiva “Intelligent Capture”

Captures digital and paper content Captures structured, semi-structured &

unstructured Delivers to ECM or ERP systems

StoreExtract

MetaDataAuthorDateFromSubjectCustomer

Capture Identify Validate

Semi-Structured UnstructuredStructured

Input Types


Agency realizes a 203% ROI Case Study

Business Issues and Challenges

Explosive, distributed content growth – Thirteen programs– Ten regional offices– Over 100 disparate information systems – Paper based processes/lengthy response

times

Anticipating FOIA and legal discovery requests requiring timely, accurate responses

Business Benefits Payback within 50 months on initial $7M

investment $41M in net savings over 7 years Reduced Federal Record Center storage costs

by 30% Reduced photocopying-related costs by +25% Lowered document production costs 75% Improved information access, search and

delivery.

Background/Vision:• Centralize agency records into an integrated electronic system that

would link files and produce an indexed docket• Reduce agency data storage costs and make the information more

easily accessible to the public• Improve the agency’s processes, efficiency and decision


Stage 2: Case Management


Stage 2 Enablers …EMC Business Process Lifecycle Management

Analyze• Process Discovery and Modeling• Analytics and Simulation• Collaborative Design

Deploy• Point & Click Configuration• Rich Forms GUI • Agile Change Management

Execute• SOA-based Integration with Standard Connectors

• Process Orchestration• Human Interaction & Collaboration

Monitor• Real-time Alerts• Operational Dashboards• Business Performance Reports

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Business Process Management (BPM)

Dynamically routes tasks between people, applications, and companies

Enterprise scale and performance:– Millions of transactions– Billions of repository objects

Easy-to-use, drag/drop GUI

Allows sequential and parallel workflows

Standard interchange protocols JMS, Web Services, XML, HTTP/S, Java, and email.

BPM Designer


Case Management defined …


Oklahoma Department of Human ServicesCustomer Profile

Business Drivers High cost, risk of loss and lack of storage space Complex case files - average 50 pages: drivers licenses, DNA tests, police reports,

bills, photographs, …. Manual processing - folders mailed to regional offices for hearings and returned for

refilling Inefficient access to information

Business Results Increase efficiency by reducing time to access information from weeks to seconds

Freed up staff four hours a day to perform more value-added work Dramatically cut storage, printing and shipping costs Reduced or eliminated risk of lost documents

“Our case management system has improved our efficiency many times over saving us both time and money. It has so many valuable

functions, we virtually run our courts on it.”

Virginia Smith, Information Systems

“Our case management system has improved our efficiency many times over saving us both time and money. It has so many valuable

functions, we virtually run our courts on it.”

Virginia Smith, Information Systems

Customer Profile:

The Office of Administration and Hearings (OAH) 26,000 child support cases

Staff of 300 attorneys, judges and case managers

Provides administrative support to 33 regional court centers across the state

Industry:

State and local government


Request case file via Forms, Manual entry, Fax, systems trigger

Case File automatically generated

Case File is automatically routed based on business rules

Data validation with internal and external systems

Correspondence are automatically generated

Closed case file isdeclared a record and assigned a retention period

Case file is stored for future review

Documents are created from templates

Collaborate, add documents to the Case

Enter, manage, notes checklist

Case -#3289

Assign owners and participants to the case.

APPROVED

APPROVED

APPROVED

Create Reminders, Obligations

Send emails, notifications

How Does Case Management Work?

Virtual Case File


Solutions in Action: Fujitsu

Partner: FujitsuIndustry: Public SectorApplication: Case Management


Solutions in Action: Accenture

Partner: AccentureIndustry: Public SectorApplication: Grants Management


Solutions in Action: Unisys

Partner: UnisysIndustry: Public SectorApplication: Police Portal


Minnesota Department of Revenue (MDOR)Customer Profile

Business Drivers

– “Make the State’s revenue systems work well for Minnesotans”

– 30 year old Legacy mainframe system difficult to maintain

– Slow processing times – 120 days to receive refunds

– Compliance, risk and cost management

Business Results

– Reduce paper return processing from 30 – 40 to less than 10 days

– Decreased electronic filing time from 10 to 3 days

– Processed 95% of returns in 5 days

– Improved compliance through reduced errors and earlier audits

– Provided improved taxpayer service and eliminated backlog

Customer Profile:

MDOR collects approximately $13.3B annually, serves 2.4M taxpayers, and processes approximately 3.6M returns / year

Oversees the State’s revenue systems made up of 28 state taxes and local property taxes collected by county governments.


Stage 3: Constituent Communications


“Pushing compliance to the Business User”

Benefits

• Increase speed, productivity and compliance

• Enable business analysts to make changes using Microsoft environment

• Reduce errors, rework and postage

Supporting Facts

• 80% reduction in change notification time• From 6 months to 1 month

• 75% consolidation of development staff• 50% reduction in notice variations• Batch production for millions of pages

per night

Challenges:Rule changes require agencies to update Notices content and demonstrate compliance.

Case Study: Revenue Service shaves 5 months off notice changes

• High volume outbound environment – 10M per day

• High dependence on IT to make mandated text changes

• Need to push changes to regional operations centers

• Allow localization for center-specific information

• Demonstrate compliance with Federal regulations


U.S. Army Recruiting CommandCase Study

Business Drivers Streamline recruitment and enlistment process Manage some 6 million documents DOD 5015.2 compliant solution

Solution Accessioning—personnel recruitment

Benefits Recruiters create applicant folder, workflow guides the creation,

review, and approval of the applicant’s packet. Faster and more efficient accessioning process—no waiting for

documents—so recruiters can make job recommendations immediately.

75% projected paperwork reduction in recruitment and enlisting process. Eliminates many costs of physically moving paper.

Customer Profile:

U.S. Army—Responsible for recruiting women and men to serve in the U.S. Army and U.S. Army Reserve.

Provides command, control, and staff to support the 15,000 Army recruiters and guidance counselors in 1,700+ recruiting stations, 64 Military Entrance Processing Stations across the U.S. and overseas.

Industry:

U.S. Federal Government

“The Army recruiting and enlistment process is being radically transformed into a Web-based, paperless process.Knowing that a document is the most recent and most accurate is also a huge benefit of the new system. With a single repository and no more changes being made on paper, recruiters know they have the most complete, accurate, and current information.”

Gary Bishop, Chief of Web Applications and Technology, Application Programming, USAREC


San Diego Assessor, Recorder, County Clerk (ARCC)Customer Profile

Business Drivers Managing ever-growing paperwork Improving public access Maintaining and controlling costs

Business Results Faster Information Access- ARCC stores and immediately accesses images from over

400 desktops across several counties Revenue Generation - Documents are digitized and can be sold to subscribing title

plants on CD Cost and Time Savings - Information now accessible anywhere, anytime, anyplace

eliminating need to copy, fax, ship and travel

Outcome

“This meets our goal of providing faster and improved access to documents, maps, and vital records. The solution has also enabled the improvement of disaster recovery plans and minimized storage”

Gregory J. Smith, County Clerk

“This meets our goal of providing faster and improved access to documents, maps, and vital records. The solution has also enabled the improvement of disaster recovery plans and minimized storage”

Gregory J. Smith, County Clerk

Customer Profile:

Processes approximately 1 million documents annually

Appraisals alone represent 6 million pages

Required to keep a permanent copy of county records

Needed to consolidate from 3 offices to 1 central office


Correspondence Challenges

Changing customer expectations Customers demand timely and relevant

correspondence through the channels they prefer such as e-mail, text messages, web, print

Interactivity and quick response is key

Difficulty with personalization Existing systems have difficulties including

relevant content and delivering a consistent brand experience

Disparate print and electronic infrastructures

Separate systems are expensive to maintain, are difficult to manage, and don’t support on demand environments

Exposure to legal and regulatory risk Management and retention of correspondence is

a mandated, regulatory requirement for most industries


xPression for Multichannel Correspondence

Channels

Batch Print

Email

Archive

Web

Mobile

Generation

Welcome Kits

Letters & Notices

Offers & Quotes

Alerts & Reminders

High-volume Batch

Interactive

Initiated

Workflow

Design

Data

ECM Documentum

Design Tools


University of Notre DameStudent Union Center

POC: Guy SulzbergerContact #: 773.531.5923

Customer Example: US Army (MAPS)

Improved Process Performance– Routing content via automated workflows to appropriate

reviewers and approvers

– Providing a more positive Army and Agency experience by improving the quality of work

– Enable employees and agency to focus on strategic objectives rather than digital asset management

– Improving responsiveness, and ensuring business policy compliance

Reduced Cost– Improving operational efficiency through automation

– Limiting re-creation of content due to misplacement or poor tracking of assets,

– Eliminating or reducing file transformation, printing & reproduction

– Lower external vendor costs by reducing the need to host and maintain the older generation technology

Reduced Risk– Providing audit trail capability

– Improving data integrity

– Supplying exception handling,

– Providing security and user access

– Increased functionality and efficiency through greatly improved user experience for Army and Agency processes.


Roadmap to Effective eGovernment


Where are your opportunities for improving service delivery while reducing time, cost and risk?

Stage 1: Converting paper so it can be stored, retrieved and

managed?

Stage 2: Automating manual processes with workflow, collaboration and dashboards?

Stage 3: Delivering high volume, personalized communications across

physical and electronic channels?

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1. Management for all content types

2. Comprehensive content management services

3. Iron-clad compliance

4. Multiple client interface choices

5. Optimized business solutions

Summary

Strategic & innovative product line

Fiscal strength & viability

Recognized market leader

Experience from 15,000 customer deployments

Platform unification years beyond competition

Why EMC?

UnifiedContentPlatform

ONEOur ECM Strategy

EMC Documentum Enterprise Content Management Overview # 3

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