Enterprise Content Management in DWPJacqui LeggetterCorporate IT

Two key customer groups in DWP

Pensions Disability and Carers Service

Job Centre Plus

Providing services to 20m customers

DWP structured to target services to customer needs

JCP Customer contacts by paper- JCP Customer contacts by paper-

receive 219million pages per yearreceive 219million pages per yearsend 117million pages per yearsend 117million pages per year

PDCS Customer contacts by paper- PDCS Customer contacts by paper-

receive 27 million pages per yearreceive 27 million pages per year

Send 80 million pages per yearSend 80 million pages per year

Currently hold over 50 million paper files in remote storageCurrently hold over 50 million paper files in remote storage

We transfer paper between over 500 sites including a secure central paper We transfer paper between over 500 sites including a secure central paper remote storeremote store

The Impact of Paper on Departmental Operations

Handling paper adds significantly to the Departmental cost base, degrades customer service, increases operational risk and presents significant barriers to the establishment of a virtual operation

Significant barriers to a establishing a virtual operating model and improving customer service due to a reliance on access to physical documents

Indirect costs attributable to the inefficiencies

imposed on business operations in dealing with paper

Direct costs attributable to the operating functions that support paper

handling

Legislative non compliance and audit qualification due to the ineffective enforcement of policy and standards and an inability to locate documentsBreaches of customer and

Departmental confidentiality through the loss and unauthorised

disclosure of documents

Suboptimal operational performance due to the absence of clear corporate operating accountability and services poorly structured to drive performance improvement

Key Drivers for ECM

Information securityRemove constraints of paper based administrative

processesReduce costs Improved Legislative compliance Improved customer serviceShared information/single view of the customerEnables e:channels and self-serviceShare information cross government

Delivery | Roadmap

Enhance capabilities across other media and channels. Extend utilisation to OGDs, partners & citizens. Integrate maturing technologies (Digital asset & rights management).

Phase III

Enhance the Document Management capability

Authorise Phase III

2012 onward

The required capabilities and competencies should be developed through an approach that establishes proven services and usage models prior to wide scale adoption

Extend the use of Document Management capabilities across agencies that demonstrate their readiness to adopt.

Extend the use of Document Management capabilities within the path finding agencies.

Establish the framework for delivery and operation, including sourcing. Establish a single architecture and standard models for delivering solutions across

electronic and paper repositories. Establish a common information schema and standards. Establish enterprise scalable operational services for paper and office documents through

a ‘pilot & learn’ approach carried out by path finding initiatives. Undertake business readiness programmes in each agency to get fit for Document

Management adoption.

Phase I

Establish the Document Management capability & get fit for Adoption

Phase II

Leverage the Document Management capability across agencies

Authorise Phase II

Authorise Phase I

2008Q1

2010-2017

High Level Technical Solution for pensions

1221

Incoming post

Scanning & Indexing

FIMS

DRS

DWPNotification

Workflow

LOB System/ PTP CAM

Customer

SDC Output with

Barcode

Specialist case worker views images

DRS Logical Architecture

Supports all inbound capture

scanning

Supports all user interface options

Enables “menu” approach with no product lock-in

Siebel,CAM Light, Bespoke, Portal, MS Office etc

Our approach

Driven at executive level in the business Start small – 1 business area

Review business processes and content retentionBuild foundation for re-usable strategic shared serviceEarly proving through product lab testsFuture-proof designStaged deploymentCreate a business strategy ensuring ECM enables

improvements where the business need it toCreate an IT strategy that underpins the business strategyPart of the wider DWP Enterprise strategy

Enterprise Content Management in DWPThe ECM response deals with the documents the Department deems it necessary to produce and handle …it should be executed in conjunction with strategies that tackle the root cause of paper

Remove contacts that add no value to the customer or the Department

1

Direct contacts to the most cost effective channel that meets the customer need

2

Remove inefficient document generation and access from operational processes

3

4 Apply ECM practices to the documents that remain

Target Operating StatesThe core lines of business have established an overarching objective to remove all unnecessary paper from business operations by 2014 …with significant progress made by 2011

50% Reduction in Operational

Paper

90% Reduction in Operational

Paper

100% Compliant

2014*2011*2009*

*Financial Years

OptimisedPaper Operation

OptimisedPaperless Operation

Phase I

Phase II

Phase III

50% Reduction in Operational

Paper

90% Reduction in Operational

Paper

100% Compliant

2014*2011*2009*

*Financial Years

OptimisedPaper Operation

OptimisedPaperless Operation

Phase I

Phase II

Phase III

Emergent Automation Capability Ground work for enabling the business with document driven

straight through processing completed by 2011

Full Paper Removal CapabilityDepartmental capabilities and solution models developed by 2011 and

being deployed under a co-ordinated plan across all areas of the business (this includes the delivery of all scanning & indexing services and a

document enabled CAMLite

The strategic goal will not be achieved by simply applying technology to the operations we have today; this would

merely automate bad practice and shift the problem. Each area of the operation needs to be considered in its own right and unnecessary documents, their realisation in

paper form and bad practice designed out through fundamental process review prior to the application of

technology.

Enterprise Content Management: Potential Benefits

The benefits of the ECM solution for DWP fall into five main categories

Improved Security of Data as a result of no longer needing to generate and move around the country large quantities of paperwork containing sensitive personal information

Improved Customer Service due to quicker and more efficient processes. This will also give rise to additional efficiency benefits (e.g. unnecessary progress-chasing calls are avoided)

Direct Financial Benefits arising from savings on the contracts for the movement, storage and retrieval of paper documents.

Enabled Efficiency Benefits arising as a result of more efficient paperless processes being introduced into BDCs and elsewhere. Gartner research shows that organisations typically achieve 20% to 40% efficiency improvements when a complete ECM solution is delivered. For the DWP, even a 10% efficiency improvement in the paper-intensive processes would result in a significant saving.

Reduced Carbon footprint as a result of the reduction in paper documentation and the need to move it around the country

1

2

3

4

5