new information strategy, advanced case management (ibm information management)
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New Information Strategy: Advanced CaseManagementDavid Yockelson
IBM Industry Solutions/ECM
Industry SolutionsWe are evolving our delivery model to support our clients’ view of “solutions”
IBM Software Technology IBM Solution Products
Repeated patterns are integrated into
new program products
Today’s Business Challenges
The volume and variety of information can be
overwhelming…and it is arriving faster every day
Flexibility is essential to responding effectively to opportunities or threats
Regulatory or legal risks impose need to
consistently adhere to critical policies and rules
Automation has handled the routine, exceptions are now the norm,many automated processes are
outsourced
Access to expertise is imperative to quality decision making
INSURANCE HEALTHCAREBANKING GOVERNMENT ENERGY
Invoice, contract, employee, vendor, customer, project, change request, complaint, exception, incident, audit, eDiscovery, etc.
• Loan
• Dispute
• Mortgage
• Account
• Credit card
• Personal line
• Investment
• Policy
• Underwriting
• Claim
• Annuity
• Patient case
• Member
• Provider
• Benefits enrolment
• Grant
• Court case
• Citizen
• Taxpayer
• Rate case
• Claim
• Permit
• Land
• Property
A flexible, malleable platform enabling multiple solutions is critical.
Different Types of ‘Cases’ Across Industries
Emergent Requirements for
Case Management Solutions
• Less development required
• Focus on the business analyst/business user
– Design
– Execution/run time
• Reuse
• Mixed prescriptive/ad hoc/collaborative workflow
• Business rules
• Analytics
What is Advanced Case Management?
• There are collaborative, ad-hoc processes
• Activities are event-driven
• Work is knowledge intensive
• Content is essential for decision making
• Outcomes are goal-oriented
• The judgment of people impact how the goal is achieved
• Process is often not predetermined
A solution pattern where… For challenges such as…
• Complex exception handling
• Complaint or dispute management
• Contract management
• Lending applications
• Benefits enrollment
• Rate case management
• …that are both horizontal and vertical in nature
That requires unique capabilities from…
• Content management
• Business process management
• Collaboration tools
• Social software
• Business rules
• And analytics
● Unites information, process and people
● Delivers optimized case outcomes
through analytics, rules, collaboration
and social computing
● Supports work management of
structured and unstructured activities
● Delivers trusted information to the case
● Manages and governs entire case
lifecycle
● Provides extensive ecosystem of partners
delivering case management solutions
● Shortens time-to-value with better tools,
out-of-the box solutions and templating
capabilities
Case APIs & Extensibility
Case Worker Runtime
Workflow AnalyticsCollaboration& Social S/W
RulesContent IntegrationEvents
people ���� process ���� information
Solution Designer
IBM Advanced Case Management
8
Case Management leverages Active
Content
� Transforms execution model to eliminate time waiting or checking for documents and information
� Reduces errors and rework
� Enables regulatory compliance
Correspondence & forms automated
Automatically filed Instant notification initiates processContent detected
Insurance Application
Case Management
Paramed Exam
Credit Report Timer - Overdue
Evidence
Paramed Exam
Credit, MVR, MIB
Reports
Application -initiates
process
Under Writer Evidence Ordered
Evidence Received -
Initiates Under Writer notification when
complete
Amendment,
decline, additional
info required
Risk Accepted
– Issue Policy
Application - Signed
� Process analytics & refinement – real-time monitoring of business processes to detect and resolve bottlenecks and optimize processes
� Business analytics – business insight on open & closed cases to determine total revenue loss, loss by case, fraud trends, revenue loss trends
� Predictive analytics – compare card transactions, customer interaction against models to identify potential fraud and take action to minimize revenue loss
Correspondence,
forms, documentation
Initiate Processes Activity StepsFraud Case Opened
Case Management
Disable card & Request new card & account #
Balanced Transferred to new account
Request customer dispute form
Cancel credit card
Request supporting documentation
Close account
Account Closure Notification Letter
Request police report
Submit internal case
resolution form
Case ClosedCustomer
360 View
Verify case
documentation complete
Fraud Monitoring & Detection
Solution Definition and Automated
Case CreationRecognizes cases as first
order objects, enabling
comprehensive and
sophisticated solutions to
be designed quickly and
easily.
Generate cases
automatically based on a
variety of methods,
information, and events
from any channel.
Provide Interview mode
and other facilities to make
it easy for case workers to
understand relevant
information and activities
needed.
Reuse case solutions and
assets to save
development time and cost
and decrease time to
market.
Task Creation and Ad Hoc/Prescriptive
WorkflowDesign both prescriptive
and dynamic process flows
that route work
automatically to the correct
role or individual.
Facilitate case routing on
an automatic or on an ad
hoc basis and distribute
work automatically within
and across queues to
optimize performance,
maintaining auditability.
Route work expediently
through simple instructions,
event recognition and
handling, or business rules.
Optimize client services
time through guided
interactions; minimize the
amount of data entry
required and leverage the
case context and
integration facilities for data
population.
Integrated Collaboration
Determine and reach subject
matter experts easily and in
the context of cases being
worked, collaborate with them,
and save the results with the
case.
Create manual tasks that
reflect dynamic needs in the
course of case processes
while maintaining an
appropriate audit trail.
Escalate cases and/or route
automatically based on
business rules.
Improve the ability to
distribute work by applying
rules and roles, enabling ad
hoc flows, and incorporating
relevant information.
Case Flow Automation and
Integration
Create prescriptive and
dynamic process flows that
drive cases to their outcomes.
Integrate in a variety of ways
with related processes and
back end systems to obtain
and transact data critical to
case outcomes.
Address work distribution and
escalations automatically
without development or client
services representative effort.
Design guided interactions to
assist case workers and drive
expedience.
Define and Implement Alerts,
Notifications & EscalationsUnderstand and optimize
the efficiencies of client
facing operations and
monitor/measure related
internal performance
elements.
Specify alerts and
milestones to signify key
points with respect to
outcome and to ensure
appropriate attention to
cases.
Define tasks that act
automatically upon
incoming information,
documents, and events as
well as timers, due dates,
etc.
Notify and/or escalate to
appropriate roles or
individuals based on
business metrics.
Case Analytics• Case Analyzer (Historical Reports)
– Provides Excel and Cognos BI reports to enable case and process analysis
– Dynamic analysis (drill down, slice and dice, filter, etc)
– Historical trend analysis
– Based on Online Analytical Processing (OLAP) technology to support high performance dynamic queries on
large data sets
• Case Monitor (Realtime Dashboards)
– Integration components that are imported into a Cognos RTM 10.1 environment to provide real time
monitoring of cases and processes
– Threshold monitoring and alert generation
– Real time dashboards for current data (no historical data)
• Content Analytics (Interactive Content-based Analysis)
– Crawling and indexing of case contents and metadata
– Discovers trends and anomalies across cases
– How frequently do textual patterns occur across cases
• e.g. most common compliant in user comments in cases
● OOTB Dashboards such as
● Average age of current cases
● Time spent working on cases or waiting on activities
● Average processing time of currently active cases
Improve SLA Management
Examples of Thresholds:
• Number of activities with total time exceeding time limit
• Number of activities with wait time exceeding time limit
• Number of activities with processing time exceeding time limit
Drill down into information
related to each process to
understand performance relative
to KPIs.
Analyze both historical and real
time data related to case
processing through reports or
dynamic dashboards.
Employ any properties
associated with cases to
determine whether specific SLAs
are being met.
Establish thresholds, timers, due
dates, alerts, notifications, and
other mechanisms to ensure that
cases are handled as expediently
as possible.
.
Provide Complete Case Visibility
Understand past interactions
and client disposition while
viewing all work and specific
tasks to be accomplished by
client services representative.
Provide context and an
integrated view for all related
information, tasks, and history
for a given case to address all
client needs.
Leverage existing forms of
information within cases
regardless of location or
application through
integration.
Track and report in real time
and historically on cases
throughout their life cycles to
ensure SLAs are met.
Comprehensive Reporting and
AnalysisMeasure business SLAs
accurately and optimize
efficiency through data
capture and reporting
across client services case
workloads and underlying
processes.
Improve case outcomes
and understand
performance more clearly
through an integrated set of
historical and real time
analytics, dashboards, and
reports, all of which are
easily customizable.
Determine the best
solutions (or possibly
prevention) for cases
through the use of content
analytics, gaining insight
through case content.
19
IBM partners for vertical case
management solutions• Over 500 Business
Partner solutions are listed in our Industry Solutions Catalog.
• Over 200 of these solutions exist to address industry specific issues relative to case management in all its forms.
http://www-01.ibm.com/software/data/information-agenda/catalog/
Thank You!
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