Removing Paper from the Bank - Dell EMC US · Removing Paper from the Bank ... • 4000 ATM’s and...
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Transcript of Removing Paper from the Bank - Dell EMC US · Removing Paper from the Bank ... • 4000 ATM’s and...
Information Intelligence Group
Agenda
• About the Commonwealth Bank
• Documentum within the Commonwealth Bank
• Case Study 1 – National Imaging Project (NIP)
• Case Study 2 – Remove Paper (Personal Lending)
• Benefits to date
• Documentum pipeline at the CBA
• Q&A
Information Intelligence Group
About the Commonwealth Bank
• Leading provider of integrated financial services, including;
– Retail, Premium, Business and Institutional Banking
– Funds Management (Colonial First State)
– Superannuation (Colonial First State)
– Insurance (CommInsure)
– Investment and Stockbroking products and services (CommSec)
• Founded in 1911
• Employs approximately 40,000 people
• Branch network made up of approximately 1100 Branches
• 4000 ATM’s and 170,000 EFTPOS Terminals across Australia
• The highest volume transaction websites in the southern hemisphere.
• Largest Deposit and Home Loan Lender in Australia
Information Intelligence Group
Documentum within the Commonwealth Bank
• Customer Documents– Three Documentum Repositories
– Accessed mostly through CommSee
– What is CommSee?
• Internal Documents– Documents.cba
– SDLC project documentation
Information Intelligence Group
Case Study 1 – National Imaging Project (NIP)
• The ProblemRemoving over 60 Million Physical documents from the Network, and to
improve current delays in servicing customers
– Customer documents stored physically across the Bank
– Multiple versions of documents in multiple locations
– Access to documents time consuming and difficult
– Time delays in servicing a customer
– Documents occasionally misplaced
• The Solution– Documentum repository implemented
– 60 million documents imaged and accessible via CommSee
– Physical paper removed from Network
– Process put in place to deal with BAU
Information Intelligence Group
Case Study 2 – Remove Paper (Personal Lending)
• The ProblemThe purpose of the Remove Paper project was to remove the need for any paper based file
to be retained by the frontline lender and back office.
– Over 32 million pages of paper printed per annum within PersonalLending
– Lack of visibility during an application
– Loss of documents resulting in multiple requests of the same document which can result in a poor customer experience
– Duplicate documents throughout the process
– Lost time in matching documents to loan files
– TAT* of a Home Loan approx 40 days
– Most staff unable to view documents
– No document tracking or work flow
*TAT = Turnaround time
Information Intelligence Group
Case Study 2 – Remove Paper (Personal Lending)
• The Solution– Reuse of the Documentum Repository created as part of NIP
– Overhaul of the Home loan application process in CommSee
– New process put in place to image docs using fax
– All documents imaged and stored in Documentum
– Automated workflow process put in place
– Removed all paper from the Lending application processes
– All documents stored against the application and customer
– Accessible to every person involved in the process
– Customer contract the only paper in the process
Information Intelligence Group
Benefits to date
• Removed 100’s of Millions of pieces of physical paper from the CBA
• Vastly improved customer service
• Customer queue and wait times reduced
• Documents can no longer be misplaced
• Centralised location of digitized documents
• Staff across the country can view the same information at any time
• No delays in staff accessing documents
• Efficiencies in Processes
• Redeployment of resources (support resources in Branches and Back Offices)
• Version control, Security and Document Auditing
• Cost savings on buying paper
Information Intelligence Group
Documentum Pipeline at the CBA• Current issues to resolve
– Current solution and Architecture was designed for CommSee
– More and more requests outside of CommSee to use Documentum
– Not easily scalable outside of CommSee
– No simple charge back model
– Currently no Archiving (new projects require this)
– Over 300 million documents to migrate from other repositories
• Consolidation of repositories
– Two other instances of Documentum
• Migration of approx 115 million documents
• Decommission of environments
– Filenet
• Migration of over 200 million documents
– Use of High Volume Server
Information Intelligence Group
Documentum Pipeline at the CBA
• New Support structure
– Regular health checks
– Proactive monitoring and maintenance
– Scheduled Software upgrades
– Capacity monitoring and analysis
– 24/7 Support model
• Infrastructure simplification
• End goal “Documentum as a Service”
Information Intelligence Group
Documentum Pipeline at the CBA - Benefits
• Scalable Architecture (currently siloed approaches)
• Standard security and object model architecture
• Single Group wide solution no longer Channel specific
• Simpler solution will cater for future requests
• Removes support and upgrade issues across multiple environments
• Improved support and maintenance solution
• 24x7 Support
• Reduction in Operational costs (infrastructure and FTE)
• Skilled resources can be reallocated to project work rather than support functions