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Deliver better experiences for your constituents OpenTextTM Exstream for the public sector

Brochure | OpenText Exstream for the public sector

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Our customers have reduced document …2

Production costs by $1.5 million per year

Development time by more than 70%

Inventories (templates) by over 75%

Significantly reduce costs with a single solution for document design, creation, and multichannel delivery

If your government agency is like most, you are facing increased program demands, decreased budgets, and a shrinking workforce. At the same time, you are looking to improve communication among citizens and your employees. Technology issues—such as non-integrated systems and disparate content sources and databases, along with uncoordinated delivery channels—make addressing these needs difficult.

What you need is a communication solution that can effortlessly leverage legacy systems and meet regulatory requirements. Above all, you need to empower employees by developing cloud-based applications that take advantage of the capabilities of new technologies, like smartphones and tablets, to enable a more mobile workforce and strengthen relationships with your constituents. OpenText Exstream is a proven software solution for addressing these challenges and has the flexibility you need to meet changing requirements.

Deploy an intuitive solution Most organizations have significant costs tied up in multiple customer communication technologies and processes that connect silos of information to customer communication applications.

OpenText Exstream is an intuitive end-to-end customer communication management (CCM) solution that helps state, local, and federal agencies significantly reduce costs while delivering more services for citizens. The single software platform for designing, creating, and delivering communications to citizens helps employees create personalized, impactful constituent communications and repetitive documents, such as eligibility notifications, tax documentation, statements, and assessments—regardless of document type, variable content, or delivery channel.

Designed to easily fit into any IT environment, including service-oriented architectures (SOA), OpenText Exstream directly accesses and uses data from delimited files, XML, ODBC databases, legacy print files, and messaging queues to create personalized communications. You no longer need to create and maintain systems that consolidate disparate data.

Streamline communication processes Take advantage of OpenText Exstream’s fully integrated communication processing, including variable design, testing communication applications, real-time composition, advanced data and content integration, output to virtually any format from a single design, high-volume optimization and workflow, assured delivery, and controlled interactive document editing.

Give your employees control over and responsibility for communications. Our browser-based design collaboration with built-in approval workflow allows users with varying roles across your organization to collaborate and manage communications incorporated into any document type—including high-volume documents. And built-in functionality for high-volume print/mail environments eliminates the need for post-processing programs.

Brochure | OpenText Exstream for the public sector

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A student lender netted an estimated savings of $90,000 per year in combined reductions for office supplies, courier costs, and by no longer hiring temps or paying overtime

Transform your simple communications into meaningful connections

Adapt to constituent demand with one source for communications, including clear, actionable tax communications, emails, and SMS notifications.

Instead of sending separate notices or statements to everyone in the household, OpenText Exstream can—when appropriate, and based on your defined rules—automatically compile documents into one communication. You can save paper, reduce waste, and improve the citizen experience.

Easily connect with the public Produce timely reminders to notify citizens of important events—such as impending court dates or expiration of services—and reduce expensive call center inquiries. For example, child support orders are often sent out months before the court dates. OpenText Exstream can generate electronic reminder messages that can be sent to non-custodial parents prior to a court date. Or, when a driver’s license or tag is about to expire, OpenText Exstream can be triggered to generate messages that guide citizens through easy online renewal, clearly outline costs, or direct them to the appropriate government office, so that they can take action.

Simplify regulatory compliance Easily manage content inclusion or exclusion based on effective dates and jurisdictions with OpenText Exstream’s automated compliance support. You can also take advantage of the user-definable approval workflow process. This includes email notifications to designated approvers to streamline your application change cycles and make sure your documents meet government compliance standards.

For example, you can easily deliver accessible PDFs to your recipient’s preferred electronic channel by quickly and simply labeling and describing your communication’s visual elements. The PDFs comply with rigorous Web Content Accessibility Guidelines (WCAG) 2.0 standards to help you reduce legal risk, demonstrate social responsibility, and increase constituent satisfaction.

Speak their language Generate correspondence in the citizen’s primary language, as well as manage variable content to help ensure compliance with changing government regulations, like California’s State Bill 853. It also includes a spell checker for 21 languages, all from a single application design.

Reduce call center volume with communications that are clearer and easier to understand. You can use document white space and add point-of-need information and relevance to communications with highlight colors, images, charts and graphs, and other variable information.

Brochure | OpenText Exstream for the public sector

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With OpenText Exstream, a CMS Medicare Administrative Contractor now provides more user-friendly, professional letters that contain all of the mandated CMS letter requirements in a more readable format—ultimately resulting in improved provider satisfaction

Stand out from the competition by delivering more compelling communications. Intuitively designed communications help you reinforce your brand and promote loyalty.

Confidently send electronic communications Take advantage of emerging electronic channels without compromising your stringent delivery requirements. Encourage citizens to choose electronic communications over paper to save printing and postage costs while minimizing risk. Regardless of the delivery channel, if the primary delivery method fails, the software automatically sends communications through secondary channels.

You can get consolidated visibility into delivery, tracking, and response information for electronic communications. Choose delivery to an unlimited number of configurable failover channels to make sure constituents can receive your critical communications in the event of delivery failures or bounce backs. You can also log all delivery activity, enabling you to track whether or not messages were opened or got snagged in a spam filter.

Go digital and save Advanced applications like e-forms give your employees the flexibility and autonomy they need to complete interactive, point-of-need, personalized documents for constituents, while ensuring accuracy and controlling costs through centralized production and fulfillment.

While you may have systems in place to electronically support most transactions, signature requirements can grind the process to a halt. Organizations frequently send return mailers for wet-signatures as a final step of an otherwise electronic process, which translates into time and revenue losses, as constituents delay or neglect to sign and send paper-based documents.

Easily and confidently integrate electronic signatures across all electronic channels. OpenText Exstream can help you keep your processes 100% electronic from start to finish. Start streamlining transaction processes from days to minutes, capture tax and licensing revenue faster, and reduce abandon rates.

Welcome • Program enrollment kits

Personalized communications • Notices

• Correspondence

• Driver licenses

• Order letters

• Regulatory and legislative

Self-service • Web fulfillment

• Renewals

• Payments

Public service • Statements

• Tax bills

• Vehicle registrations

Communications for every interaction

Brochure | OpenText Exstream for the public sector

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Real-world ROI OpenText Exstream customers see real world benefits. We’ve helped customers reduce:2

• Document processing time by an average of 77%

• Document maintenance costs by over 58% a year

• Postage and paper costs by an averageof over $1 million per year

Balance the workload across departments and put your employees in control When you use different solutions in each department, it is impossible to take advantage of workforce capacity across the overall organization. By standardizing on OpenText Exstream, agency workers are empowered to work independently of IT, resulting in a better workload balance across departments. A single CCM platform also ensures consistency across citizen communications.

Provide rapid service OpenText Exstream’s interactive capabilities enable a controlled editing experience, where your public-facing employees can easily follow up on interactions with highly personalized communications.

• Balance mandated language, compliance and standards with the freedom to create trulypersonalized, one-to-one communications in a controlled editing environment.

• Guide users through creating individual communications that leverage OpenText Exstream’s unrivalled ability to dynamically access your data and content from multiple sources and deliver to virtually any print or electronic channel. While ensuring compliance, you can reduce training costs, because personnel can quickly handle tasks that would typically need to be passed on to higher management levels.

• Support a wide variety of interactive communications, including correspondence, long documents, brochures, proposals, and welcome kits. Because the communication itself is interactive, it remains the point of record for the entire transaction, including tracked changes and data and content incorporation.

• For call centers and remote sites beyond the firewall, you can empower users with interactive editing directly from a web browser, with no additional download or installation.

Take the burden off IT You can reduce IT’s maintenance and support costs by replacing multiple legacy document handling software products and systems with OpenText Exstream: a single, integrated, full-service enterprise CCM solution.

Audit fully composed test output, review it immediately on-screen, and then edit your design simply by clicking on an object. OpenText Exstream includes many advanced capabilities to compare output, simplify test data, analyze marketing campaigns, and perform regression testing.

Brochure | OpenText Exstream for the public sector

“OpenText Exstream continuesto be a leader with top numbers across needed capabilities.” – The Forrester Wave, Q1 20143

A single enterprise communications solution

Organizations using OpenText Exstream report dramatic annual savings by increasing efficiency at every stage of the document production process.

Easily access content OpenText Exstream seamlessly integrates with existing IT environments through its comprehensive connector technology and open architecture. You can:

• Access data from multiple sources, including Welfare Management Systems (WMS), Enterprise Tax Management (ETM) systems, case management, and content management systems running on mainframe or in distributed environments.

• Map data directly from a wide variety of file formats—including XML, delimited files, mainframe-based flat files, SAP-RDI files, and ODBC-compliant databases—and eliminate the need to develop and run preprocessing systems.

• Evolve your IT infrastructure and systems while ensuring seamless integration to theOpenText Exstream platform.

Optimize high-volume production OpenText Exstream was designed for high-volume environments and can potentially save you millions of dollars in postal and paper costs. You can:

• Achieve maximum efficiency with capabilities such as householding, sorting and bundling, application consolidation, bar-coding, and inserter control. All resources needed for the target output device are built dynamically, including fonts, images, and overlays.

• Improve production performance with OpenText Exstream’s ability to output complex variable documents as much as 10 times faster than alternative solutions, as verified in customer benchmark tests.

• Produce native output for many different print and electronic delivery mediums in a single pass, to support batch and real-time delivery requirements.

Data input flexibility Performance Output processing

Enterprise content Delivery channel

ECM / WCM

Constituent data

Legacy systems

ETM / WMS

Cloud apps

Analytics / Insight / Targeting

Print and mail

Email

Mobile

Social

Web

Personalized video

Public interaction

OpenText Exstream

– Structured– On-demand– Interactive

Workflow and process automation

Copyright © 2016 Open Text Corporation OpenText is a trademark or registered trademark of Open Text SA and/or Open Text ULC. The list of trademarks is not exhaustive of other trademarks, registered trademarks, product names, company names, brands and service names mentioned herein are property of Open Text SA or other respective owners. All rights reserved.

OpenText Exstream is an intuitive, end-to-end communication solution proven to make every constituent interaction more effective.

Learn more at engage.opentext.com/products/exstream

1 Shegda, Karen M., Kenneth Chin, Pete Basiliere. Magic Quadrant for Customer Communications Management Software. Gartner, December 2015.

2 Claims are based on internal HP data collected from 2004-2015 from hundreds of HP Exstream customers. Data was compiled from a variety of sources, including case studies, articles, press releases, performance tests, customer presentations, award submissions, and more.

3 Le Clair, Craig. “The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014.” Forrester Research, Inc. January 8, 2014.