Mobile Content Management for the Smarter Enterprise
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Transcript of Mobile Content Management for the Smarter Enterprise
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Mobile Content ManagementEmpowering employees, boosting productivity, and
improving customer service
Daniel Gagné
Client Solution Professional
IBM Smarter Content Solutions
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A Persistent Connection to Trusted Content is “Smart”
Interacting with and managing content via social and mobile business tools
Capitalizing on collective intelligence, expertise and content in context –from anywhere
Connecting people to trusted content: drives innovation, insight and business processes
Delivers New Insights For Better Business Outcomes
Access, manage and discover content anywhere: - across business roles, teams and communities
Leverage the business’s collective stream of knowledge:- mobile & social, seamlessly integrated with trusted content
Empowers higher performance levels
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IBM has good news: Seamless, Secure and Smart
Content repositoriesDatabases, servers and directories
Web Services & APIs: ECM & Social
Modeling Layer: Objective C, JavaScript, .NET
Visual Toolkit
Navigator Experience Platform
Comments
Likes
Tagging
Content, Documents, Images Case Apps
SharePoint
Portals
Connections
Office
MobileApps
Office, Social, Collaboration
Downloads Counts
Activity
Stream
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IBM: Undisputed Leader in Enterprise Content Management
• Whereas most of its competitors charge extra for a rich client interface, IBM Content Navigator is included in its core server license, which also serves as an application framework on which IBM builds its ECM portfolio 1
• IBM's greatest strength, for both existing and prospective customers, is the breadth of its content management and related capabilities, from content ingestion to archiving 1
• IBM offers deep analytics and business intelligence tools, which resonate with specific industry initiatives, such as patient care and insight, and fraud detection. A growing opportunity for IBM lies in building "smarter" ECM infrastructure 1
• IBM, the largest ECM vendor in terms of market share and total content revenue is increasingly focused on high-value solutions 3
• IBM’s ECM products have a good history of scaling to meet the needs of large enterprises 2
• IBM has solutions that incorporate analytical, social, process management and content management capabilities to solve business problems 2
• IBM has made considerable progress in integrating ECM and social software ….2
sources: 1 Gartner, Magic Quadrant for Enterprise Content Management, September 2014, G00262932 2 Gartner, Magic Quadrant for Enterprise Content Management, October 2012, G002377813 Gartner, Market Share Analysis: Enterprise Content Management Software, Worldwide, 2011, G00233424
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IBM Mobile Content Solutions
ContentCapture Case
Integrates Case Management—Build once for both desktop and mobile
Extensive content support—Retrieve, interact, manage,
collaborate
Integrates Capture—Capture from mobile devices
for real-time submission to business processes
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Do you need mobile access to
Enterprise Content?
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32% have browser access for mobile and 3rd parties to content
repositories…
…but only 11% have a mobile optimized browser interface and only 10% have apps.
Source: ECM at the Crossroads-key strategy choices for universal content accessCopyright 2013 AIIM, aiim.org/research
Creating New Challenges to the Organization…
22% experiencing unofficial mobile access to organizational
content (or have no BYOD policy).
…25% report use of “unofficial” file-sharing sites.
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Navigator is The ECM Experience Platform
One technology platform for Mobile, Desktop & Office
Content from IBM and third-party
repositories (CMIS)
All ECM UI Offerings converging on
Standard UI components that are reusable
Everywhere, Anywhere
Office
CMO
D
P8
CM8
CMIS
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Introducing IBM Content Navigator
“experience platform”• IBM Content Navigator is the
standard enterprise content management experience platform, for both IBM and third party (CMIS) repositories
• IBM Content Navigator is included with the IBM ECM platform - free of charge to licensed IBM ECM clients
• IBM Content Navigator’s benefits to ECM clients both as a framework and a user interface are numerous…
• Rapid custom ECM user experience development for any platform or device
• Significant reduction in effort and cost to quickly build custom apps
• Standards compliant components, external data lookups, etc. can be used over and over
Common App Layer Open Standards
Visual Toolkit Modeling LayerJavaScript | Objective C | .NET
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Search Anywhere
• Enables searching across CM8, P8 and CM OnDemand
• Anyone with the right priviiliges can create a cross-repository search
• Single result-list with common actions
• Search fields are mapped to repository properties
• Searches can be saved in CM8 or P8
• Configure vs customize
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Comments
Download Counts
Collaborate ... Anywhere
Activity Tracking: who’s downloading, what document, and when
Thumbnail View
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Improve engagement with exceptional mobile app and web
experiencesIBM mobile solutions for social business
Activate the workforce to improve productivity and unleash innovation anywhere.
Delight customers—wherever they engage—to increase loyalty, advocacy and revenue.
Mobile solutions for social business:
– Push email, calendar, contacts, to do items
– Social software for access to your professional network
– Presence, IM chat and telephony– Online meetings– Business document viewer
Development tools for multichannel web experiences and Domino mobile apps – extending the IBM MobileFirst platform
Device-appropriate interfaces for the leading mobile devices
– Apple®, Google Android, Research In Motion® BlackBerry®, Nokia
Mobile Apps & Solutions
A comprehensive portfolio of mobile solutions for social business and web experiences.
Client Challenge
Key Capabilities
Visit www.ibm.com/socialtogo
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Is there a business need
for mobile capture?
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32% would find considerable value in extending capture direct to
customers.
11% would consider it to be“transformational.”
Distributed and Mobile Capture-moving the process closer to the customer Copyright 2012 AIIM, aiim.org/research
For 45% of organizations, the ability of employees to locally capture and interact with back-office processes would improve
response tocustomers by a factor of 3X.
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Document Capture Anytime, AnywhereIBM Datacap and Content Navigator
• Capture documents using a smartphone, tablet or portable scanner
• Intuitive interface to make mobile capture simple for anyone
• Enables document conversion at the point of origination
• Document capture integrated with the repository assures secure input, real-time processing, and compliant content management
Key Benefits of Mobile Capture• Eliminate time and cost of
transporting paper documents to a central processing center
• Improved cycle time• Increased data accuracy• Support mobile business processes• Customer convenience
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Is there a business need for
mobile Case management?
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Copyright 2013 AIIM, aiim.org/research
27% of organizations need their case-workers to have access to case-content when they are on
Customer or client sites.
18% need mobile access
when travelling between appointments
For field-workers, this updating ofDocuments back-at-base can be abig productivity issue and the ability to access documents using mobile devices while on the move between appointments is important for 18% of organizations.
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IBM Case Manager Mobile
Search for Cases and interact with Case
documents
Access all case documents, access tasks,
history and alerts - and update on the go
Browse your inbox, update your task list,
review all documents and all data
Collaborate with your team on a case using
the history function or team space
Supports the capabilities of the web based
Case Client optimized for an iPad
Integration with Content Navigator Mobile
• A Content Navigator mobile application
• Common Content Navigator experience platform with other future ECM offerings
• Access to all Navigator based components, e.g. Teamspaces & search, imported directly into Case Manager mobile application
Respond to case with mobile connectivity
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Mobile process reinvention will drive future mobile growth
growth in mobile process reinvention
by 2015 to $7.6B
growth in mobile app development services by
2015 to $5.6B
Ultimately, mobile apps must drive processes
to deliver business value
~ Mobile Engagement Demands Process Transformation, Forrester 2013
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How to make a process even smarter?
Customer
Enterprise
Business Partner
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Reinvent around “mobile moments”
Customer
Enterprise
Business Partner
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Create business moments with Mobile Enabled Smarter Process
Location Speed &
direction
Frame
of mind SMS Mobile email Photos Identity
Harness interactions for goal-oriented results
with Smarter Process
Mobile creates numerous timely interactions
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View and complete task details
Unified task inbox
displays tasks
from all configured
accounts
Users can view
task details and
complete tasks
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View attachments and add photos
Users can add an attachment
by taking a photo or
choosing on from their photo
library
Users can click on an existing attachment to
view it from the mobile device
Screens optimized for iPhone
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Challenges
Needed patient focused processes to improve
quality of care with better visibility
Need to improve key metrics: Patient wait times,
Discharge rates, Instances of relapse
“What we are doing is putting process orchestration and
process models in place, so that you can literally see the
characteristics of the hospital system… and you can then
influence that.”
~ Dale Potter, Senior VP and CIO, The Ottawa Hospital.
Goal: Top 10% performer in Quality of Care and
Patient Safety in North America
Benefits
Instant: Faster consults and treatment enabled by
mobile
Seamless: Improvements in patient flow through
the hospital and easy access to patient information
Insightful: Benchmarking process execution to
use historic and real-time data to make better
patient care decisions
Solution
Mobile Smarter Process to create a ‘Circle of Care’
visual interface improves communication and
collaboration within the care team.
The Ottawa Hospital provides patient-centric care
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State Department of Human Services Agency reduces bottlenecks and manages fraud
Solution components• IBM Datacap• IBM FileNet Content Manager• IBM Case Manager• Business Partner: Imagine
Solutions’ Encapture
Winner 2014
Benefits• Operational efficiency maximized with 360 view of
cases across all remote offices• Securely ingest/classify 5,000+ dpd• Federal SLAs met• Demand growth without increasing staff
Solution Implementation & Innovation• Increased demand for citizen support services• Delays in services due to:
• Manual, error-prone paper processes• Limited access• Lack of storage
• Make is easy to capture citizen documents• Replace paper forms with electronic forms• Electronic cases provide case information
across all 34 remote offices• SLA automation
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Legal and Courts: Texas Office of the Attorney General Crime Victim Services Division
Solution components• IBM Case Manager platform• Business Partner: Adjacent
Technologies (Cloud)
Benefits• Enhanced case outcomes by tailoring the work to the
way Knowledge Workers work• Improves allocation and utilization of resources
provided a 360 degree view• Offers better lower long-term operating cost through
cloud hosting• Platform approach lends itself to next phases:
mainframe replacement and social networkingWinner 2013
Solution Implementation & Innovation• Initiates ad hoc tasks, with notifications
supporting work unpredictability• Provides improved reporting, analytics and
trending of required victim services • Initiates “partial” cases, allowing investigation
jumpstart• Rules drive case assignments based on staff
availability, case type, degree of relatedness
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The need• Audit and Compliance was difficult at best since existing
architecture was a manual process of locating/assembling review materials including unstructured data and emails while tracking meetings and reporting voting schedules and records relating to a given topic or category
• Manual process provided no flexibility into complex relationships as they existed, hence the needed ability to easily create and express case relationships
• Cost overruns due to labor-intensive manual processing
Benefits• Dramatically streamlines resources required to
collaboratively managing the tasks, meetings and voting records
• Content remains stored in a single repository to aid in reusability and version control
• Enhanced user interface experience provides for improved efficiency
• Audit and compliance requirements are met • Additional value and cost savings associated with
new and improved ways of reviewing existing data.
The solutionIBM Case Manager provides a collaborative review environment using rules to automatically establish a case folder, route the material to the appropriate reviewers, ensuring case and version integrity
• Full automation of activities, task, meeting and voting records in the context of a case.
• Case relationships established and supported • Complex Split Case relationships – different data requirements
when listing child cases from parent view• Complex comments necessary with comment types and filtering• Complete audit history of cases, voting records provided
Solution components• IBM Case Manager• Business Partner – Vega
Future Projects (near term)• Agency Lessons Learned Tracking System• Public Meeting Notice System
Nuclear Regulatory Commission: Improving efficiency by automating the Secretary Tracking and Reporting System(STARS)
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1
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3 Learn more at www.ibm.com/mobilefirst
Interact with us @IBMMobile and #IBMMobile
Join our online community to join user groups,
read technical forums, blogs, and more:
bit.ly/ECMCommunity
Three Ways to Get Started with IBM
Visit our offering webpage to learn more:
www.ibm.com/software/ecm/
Don’t forget to drop by the Social Café outside!
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Next Steps
• Meet me in the Social Café to continue the conversation
• Find more information about Enterprise Content Management at
https://ibm.biz/BdFz3Y
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© Copyright IBM Corporation 2014. All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Rational, the Rational logo, Telelogic, the Telelogic logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others.
Learn more at: http://www-03.ibm.com/software/products/en/category/enterprise-content-management