Citigroup's IBM FileNet P8 Platform

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Agenda

• Introduction: The BPM Platform at Citi EMEA

• Use Cases: BPM Solutions within Citi EMEA

• Discussion

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FileNet Platform Frankfurt – Overview

• Providing BPM and Archive Solutions based on IBM/FileNet for Users across EMEA

– Archive Solutions Operational since 1997

– BPM Solutions since 2003

• Centralised BPM/Archive Platform for EMEA

– Operational hours 6:00 until 23:00 (6 days/week)

• Jointly run between Datacenter Operations and Development Unit

– Operated out of Frankfurt for Citi EMEA

– Cost neutral "Service Centre Concept"

– SLAs with customers

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Working as internal BPM/ECM ASP for EMEA

• Citi Customers Served

– 32 Business groups in 16 countries across EMEA:

• UK, Ireland, Norway, Sweden, Finland, Denmark, Spain, Belgium, Switzerland, Germany, Austria, Czech Republic, Hungary, Turkey, Greece, Russia

– > 200 Million Images and COLD Reports in online Archive Access

• Main Application Services Provided

– Image / COLD Long Term Archiving

– BPM / Workflow Solutions

– EAI across multiple applications

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Main Application Areas

• Credit Card Processing

• Customer Service

• Loans Processing

• Account Opening

• Order Processing

• Archiving / Document Retention

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Team & Services

• Team

– Internal Citigroup IT Staff, FileNet PS, Externals

• Services Overview

– Pre-sales & Project Acquisition

– Business Process Analysis and Process Modelling Support

– Project Management

– Solution development and implementation

– Data migration of existing archiving solutions into FileNet Frankfurt

– System Operation (TI) and Support

– SLAs, Cost Model and Charge out

– Conceptual and Strategic Development of the Platform

– Customer Relationship Management

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Project Initiation/Motivation

• Cooperation with Operation Teams (Regional/Local) to identify new application areas/Opportunities

• Replacement of paper based processes

– Cooperation with Scan Service Providers

– Elimination of transport delays

– Shifting of work to remote locations/Service Centers

• Replacement/Migration of existing Legacy Systems

– Consolidation to standard Platform in Frankfurt

– Central Support Team

• Save Cost

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Project Approach

• Phased Deliveries / Evolutionary Approach

– Focus on Process optimization

– Early Involvement of Departments/Users

– Early Prototype

– Deliver 80% of required Functionality in first Version

– Evolve functionality as users gather more experience in subsequent releases

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Benefits for Citi

• Cost Savings

– Saving of manual work e.g. Data Entry

– Usage of low cost Service Centers

• Service, Process and Quality Improvements

– Quick transfer of work to remote locations

• Compliance

– Compliant Long Term Storage

– Audit Trails

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Success Story

• Short Project implementation timelines

– average 3-4 months for delivering a new BPM solution

• Allow decentralised and central case processing

– e.g. Service Centres India, Barcelona

• Service Improvement for Customers

– Cycle Time for DSA Credit Card Application reduced from 14 to 4 days

• Rapid growing user base & volume insensitivity

– Units "want" FileNet to be able to process increased Volumes

• Improve control & compliance environment

– MIS - Address process bottlenecks & assure SLAs

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Citi's Standard BPM Client Approach: IBM/FileNet Business Process Framework

• Simple and Easy User Interface for BPM

– Standardized Approach

– Quick Results

– Quick Prototyping to involve user-groups at early stage

• Basic Functionality included for most Applications

– Evolutionary Approach (80/20)

– Minimize custom development

– Expandable with custom development (e.g. Tools) if required

– Ability to implement Applications without custom development

– Configuration options

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BPM Solution for the Credit Cards Business Greece

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BPM Solution for Credit Cards Greece

• High Level Solution Description & Business Requirements

– Introduction of BPM Solution for Backoffice Processes related to Credit Cards Greece (New Applications)

OCR at Scan Level for all Forms data

Electronic distribution of New Applications to departments across different locations

Elimination of time consuming Paper Transport to different locations across Greece

Elimination of manual data entry by introduction of OCR and Interface to Host System

Handover of case Data to Host System

– Data capture by external Scan Service

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Project Highligts

• Benefits for GCB Greece

– Cycle time reduction : up to 2days for cards

– Accurate & On-line MIS

– Better application status tracking

– Paper-less flow reduce manual dependency

– Elimination of manual Data Entry Service

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Scanning Process

OCR DATA

Document Images

Scanning & OCR Archive

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Process in Detail

• Authorisation of card

– After validation of data and positive decision the data is submitted to the host system

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Case View

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Document View

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BPM Solution for the Credit Cards Business Belgium

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BPM Solution for Credit Cards Belgium

• High Level Solution Description & Business Requirements

– Introduction of BPM Solution for Backoffice Processes related to Credit Cards Belgium

Electronic distribution of mail to departments

Distribution of work across different locations

Elimination of time consuming Paper Transport

– Pre sorting of incoming mail in Mailroom before scanning

– Data capture in the mailroom by external Scan Service

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Mailroom Processing

• Incoming Mail

• Presorting in mailroom

• Scanning and Basic Indexing in Mailroom

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Classification of incoming items

• Classification Scheme for incoming items

• Link Document Type to task and inbasket

• Automatic forwarding to the assigned department at the right location

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Inbasket View

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Case View

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Audit Log

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Questions?