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TRANSCRIPT
Don’t Bury Your Priorities
Under Mountains of Paper:
InfoImage and You
September 11, 2013
© 2013 Unisys Corporation. All rights reserved. Company Confidential
© 2013 Unisys Corporation. All rights reserved. 2
Presenters
Crystal Cooper
Vice President
North America Public Sector
Paul Barber
Vice President
Enterprise Content
Mangement Solutions
Bob Olson
Vice President
Global Financial Services
© 2013 Unisys Corporation. All rights reserved. 3
Agenda
Enterprise Content Management Overview
Applications, Use Cases, Customer Successes
InfoImage ECM Solution Suite
Concluding Remarks
© 2013 Unisys Corporation. All rights reserved. 4
Enterprise Content Management Overview
What is Enterprise Content Management (ECM)?
Enterprise
Large scale, supporting an entire enterprise, with multiple sub-agencies and departments
ECM is 1) strategies/methods and 2) tools:
• to automate monotonous and tedious document tasks
• through creation, capture, storage, preservation
(archiving), process, delivery and usage analysis of…
…unstructured content (e.g. scanned paper
documents, customer forms, invoices, emails,
lending and office documents)…
…to enable enterprises to deliver relevant content
to users where and when they need it for
compliance procedures, internal process
improvement, simultaneous review and work
prioritization (e.g. customer/citizen requests,
invoice processing, collaborative document review,
claims, legal proceedings, etc.)
Content
Paper files scanned as images, as well as digital documents like PDF files, MS office files, XML data, photos, videos, sound files
Management
Input, indexing, processing -involving business rules, storage, audit, retrieval, long-term retention, archiving, purging
© 2013 Unisys Corporation. All rights reserved. 5
Enterprise Content Management Overview
The Enterprise Content Management Problem
Processes lack
appropriate:
• Audit
• Automated
workflow
• Compliance
• Security
measures
Many customer and
citizen-facing & internal
operations are people,
paper and process
(3P’s) intensive…
“Do More with Less” Mandate
• Improve customer and citizen
services and satisfaction
• Reduce costs of operations through
improved operational efficiency
• Improve employee productivity and
streamline business processes
• Ensure and reduce man-hours
required for regulatory compliance
The amount of paper and content
required to support these processes
hinder enterprises and agencies’
abilities to do more with less
Without change, expect
• Processing delays
• Customer dissatisfaction
• Hampered back-office
operations
• Redundant processes
• Resources and budgets
lost and wasted
• Non-compliance fines
Enterprises and agencies
need better way to capture
information, manage
content and re-invent
government processes
© 2013 Unisys Corporation. All rights reserved. 6
ECM and Nexus of Forces
Financial Services Reality
Customers
bargain hunt
for rates
“58% bank with
more than one
institution to the get the
best rates and lowest
fees”
Compliance is
cost-prohibitive
“69% of executives
said regulations
mandate banks towards
higher quality capital
and absorb big losses,
and are barriers to
growth”
Consumer
technologies
change game
“7% increase in
online logins in 2012”
“90%...” of executives said they were examining
a change in business model, degree of automation,
pricing and design of products and compensation
systems.*
*Source: (KPMG study of 100 bank executives, 2012)
Non-Traditional
entrants increase
“Retailers and tech
companies, such as
Google and Office Depot
offer “money moving” and
“banking in a box” with
advanced technology,
low cost structures and
venture backing”
© 2013 Unisys Corporation. All rights reserved. 7
ECM and Nexus of Forces
Public Sector Reality
Governments and public sector organisations face a future where dealing with
uncertainty while delivering services that are affordable, in the context of
deficit-reducing budget cuts, is their new normal. The challenge for public
sector organisations worldwide is to adjust to the new reality of ‘doing more for
less’ (or ‘doing less for less’) and focus on the outcomes society needs and
wants, while navigating some seismic shifts. – “Future of Government” PWC
Mobile Citizen Providing quicker
access to citizens and
enhance citizen
experience is main
driver for mobile
enabling citizen
services
New World
Of Work City of Oss (NL)
implemented pilot
mobility project to
promote
telecommuting,
enhance employee
productivity, and lower
costs through reduced
paper usage
Increased Field
Connectivity Connecting field
resources with
government systems is
primary motivation for
mobile enabling civil
servant workforce
Civil Services in
the Cloud Cloud services are
#2 priority strategy
for U.S. State CIOs
© 2013 Unisys Corporation. All rights reserved. 8
ECM solutions are shifting from traditional systems and “owned” infrastructure, toward SaaS and cloud offerings
As ECM space has matured, focus
is shifting toward Mobility and Mobile
“clients”/user interfaces for efficiency
Growth in digital Content, and new
e-discovery and management laws
is driving need to empower agencies
with enterprise intelligence for
competitive advantage
Improving intra-departmental
collaboration requires harnessing
social computing without
compromising customer privacy and
security
Cloud Computing
Consumerization of IT/Mobility
Big Data/Smart Computing
ECM and nexus of forces permits delivery of Right
Information, via Right Process, to Right Person at Right
Time Regardless of Location
Social Computing
ECM and Nexus of Forces
ECM at Nexus of Mobility, Cloud, Big Data & Social
ECM and Nexus of Forces & Trends provides us an ability to maximize
content-process impact
ECM “Value” Enables
Cost Control Customer Service Compliance
© 2013 Unisys Corporation. All rights reserved. 9
Agenda
Enterprise Content Management Overview
Applications, Use Cases, Customer Successes
InfoImage ECM Solution Suite
Concluding Remarks
© 2013 Unisys Corporation. All rights reserved. 10
Use Cases and Applications of ECM in Financial Services Industry
Example Business Processes & Applications
Claims Processing
Accounting
Human Resources
Fulfillment
Fraud Support
Records Mgmt.
Contract Mgmt. New Accounts
Compliance & Legal
Lending
Account Servicing
Paperless Operations
Case Management
Marketing
© 2013 Unisys Corporation. All rights reserved. 11
Use Cases and Applications of ECM in Government
Example Business Processes & Applications
Claims Processing
Case Management
Compliance & Legal
Fulfillment
Document Mgmt.
Records Mgmt.
Contract Mgmt. Census/Vital Records
Employment & Labor
Justice & Courts
Health / Human Svcs
Insurance / Benefits
Tax & Revenue
Law Enforcement
Primary platforms:
InfoImage & EMC IIG suite
© 2013 Unisys Corporation. All rights reserved. 12
Example Current State Use Case
Transform your Current Operations
`
BRANCH
Customer Internal
Documents
File Room
Branch
Business
Systems
Internal
Documents
Customer
Service
Business
Systems
CUSTOMER SERVICE
Interoffice Mail
Interoffice Mail
Room
US Mail
Computer
Web Access
Customer Documents The Customer
Back
Office
Staff
BACK OFFICE #1 MS Work Applications
File Room
Back Office
Business Systems
BACK OFFICE #2
Back
Office
Staff Customer
Documents
MS Work Applications
© 2013 Unisys Corporation. All rights reserved. 13
Example Future State Use Case
Into your Future State & Goals
` Branch Staff
FIELD OFFICE/BRANCH
Branch
Business
Systems
Internal
Documents
Customer
Service
Business
Systems
CUSTOMER SERVICE
US Mail
Computer
Web Access
Citizen/Customer Documents Citizen/Customer
Back
Office
Staff
BACK OFFICE #1
Back Office
Business Systems
BACK OFFICE #2
Back
Office
Staff
eForms
Image/Content
Repository
Fax Machine &
Scanner
Paperless Operations
Solutions –New Account Opening
–Legal Services
–Mortgage & Commercial Lending
–Dispute Resolution
–Compliance (Sarbanes Oxley)
Digital content & process
interaction and
management – efficient &
timely operations
A concept where all
papers (and other
documents/objects) are
captured, managed and
processed digitally, thus
providing high value.
Digitally capture, route,
manage, archive
View/Retrieve/Process
Update/Annotate
“Active” Content
Manage Content/Process
© 2013 Unisys Corporation. All rights reserved. 14
Business Issue:
Client needs involved overall reduced TCO, stabilization and
consolidation, and improved real disaster recovery and back-up
systems to address their location within “hurricane alley” in
Florida.
Unisys Response:
Unisys migrated InfoImage and customer-developed imaging,
workflow and archiving solutions from multiple operating sites, into
Eagan, MN and migrated a “billion” documents and associated
images from optical to magnetic storage solutions. Unisys
proved we could manage the overall ECM solution better and
address large ECM growth needs, while including real DR/Back-Up
system, housing both primary production and DR in secure
outsourcing centers.
Benefits and Results:
• Cost : Reduced overall expenses and TCO by over 25 percent
• Operating Flexibility: Reduced CAPEX and increased OPEX
• Service: Improved on system/operations SLA’s back to business
units
• Scalability: Grew end-users to over 10,000 for what is now the
third most utilized internal system at customer
Reduce Total Cost of Ownership and Improve Disaster Recovery
Global Financial Services Organization
© 2013 Unisys Corporation. All rights reserved. 15
Business Issue: To reduce costs and provide quality customer service through efficient operations, SNS Reaal required an integrated business process and enterprise content solution that would be utilized across thousands of employees and across key banking and insurance processes. SNS REAAL also desired a long-term approach to standardize and consolidate their ECM environment while integrating with their Microsoft environments.
Unisys Response: Unisys implemented standard solutions – InfoImage - with standard methodologies and project plans with linkages to ES7000 and the Microsoft suite. In addition, Unisys consolidated services in a long-term, multi-year application services and enterprise content management services and support contract
Benefits and Results: • Increased efficiency: improved core processing times by 20-30%
• Cost reduction: generated savings from software/hardware consolidation and use of ES7000’s
• Client implemented and ECM-enabled most large, core business processes within a holistic enterprise environment, saving money and providing quality customer service.
Provide Exceptional Customer Service While Controlling Costs
SNS Reaal
© 2013 Unisys Corporation. All rights reserved. 16
Business Issue: Responsible for collecting employment taxes and maintaining records
for the 19M workers and 1M employers in state of California, the Tax
Processing and Accounting Division of the Employment Development
Department (EDD) receives $85B in business payroll taxes per day.
The labor-intensive business processes had hundreds of division staff
members drowning in paper, with an inordinate amount of time spent
opening and sorting mail. Payments were frequently backlogged for
deposit to state accounts and response to customer inquiries took
weeks.
Unisys Response: Unisys and the Division jointly worked on a project known as
TEAM (Tax Engineering and Modernization Project) to reenginer
business process and implement modern technologies, including Unisys
InfoImage Imaging so CalEDD can scan, capture, process and archive
tax forms more quickly.
Benefits and Results: • Process Efficiency: Reduced remittance processing from 60 to 2 days
and reduced customer query response time from weeks to real-time
• Cost: Reduced salary expenditures by the equivalent of 134 FTE
• Increased Productivity: Improved employee productivity and saved 350
full-time employee salaries without a single lay-off
• Document Flexibility: Managed more than 60 types of forms and other
critical correspondence
Improve business payroll tax collection processes and reduce operating costs
California EDD (Employment Development Department
© 2013 Unisys Corporation. All rights reserved. 17
Business Issue: Republic of the Philippines’ National Statistics Office (NSO) partnered with Unisys to dramatically reduce service times and improve document integrity for citizens requesting official documents, such as birth, marriage and death certificates. Growing overseas demand for Filipino workers caused a large increase in civil registry document requests and the cumbersome manual retrieval and copy process limited the NSO’s ability to fulfill requests quickly.
Unisys Response: NSO chose Unisys to design state-of-the-art imaging solution and support infrastructure to digitize more than100 million civil registry documents. The new solution extends services to local areas, as well as via the phone and Internet.
Benefits and Results: • Increased Performance AND citizen satisfaction: Double the monthly
transaction volume (from 292K to 800K+) AND citizen satisfaction improved to 82% (vs. 19% under the manual system)
• Enhanced Citizen Service: Document requests fulfilled in as little as 30 minutes in the Metro Manila area and within a two-hour timeframe in far-flung areas across the republic
• Heightened Security: Improved document preservation via digitization and integrity through security features - electronic signature verification, barcoding, and use of security paper.
Enhance Service, Satisfaction and Performance with Heightened Security
Republic of the Philippines’ National Statistics Office
© 2013 Unisys Corporation. All rights reserved. 18
Business Issue: The client moved to a new office building that supported the “new way of working” model. This to increase productivity and support the “any time, any place” working model. They needed a partner that could build and implement a secure mobile Apps to gain access to the existing Document Management Solution.
Unisys Response: Unisys provided assessment services for Secure Mobile and helped the customer to create a solution framework to support Secure Mobile Access to the DMS. The Unisys solution is based on business and technical requirements of the different departments and we build a first prototype of the uSuite framework in close teamwork. Based on this we implemented the initial release of this at the users within the clients organization.
Benefits and Results • Support the new way of working model within City of Oss
• Secure mobile access with Unisys uSuite for all document in the existing DMS
• Improved productivity of the Counsel and College City of Oss members and resulted in a cost-effective implementation
• 50% reduction of printing facilities and paper (expected savings of 1.5 millions pieces of paper per year)
Mobile Enterprise Document Management Solution to enable new way of working
Dutch City of OSS
© 2013 Unisys Corporation. All rights reserved. 19
Agenda
Enterprise Content Management Overview
Applications, Use Cases, Customer Successes
InfoImage ECM Solution Suite
Concluding Remarks
© 2013 Unisys Corporation. All rights reserved. 20
Unisys InfoImage ECM Solutions
InfoImage targets back-office and service processes
Process Examples
• Account-opening
• Tax returns
• Client statements
• Loans
• Eligibility
• Claims
• Invoices/Accounts Payable
• Customer Service
• Payment Archives
InfoImage is the ECM solution for enterprises
looking to significantly improve business
processes that are heavily dependent upon
transactional content – high volume paper,
documents generated from internet
transactions, and other electronic documents –
that need to be accessed for automated and
improved human & operational processes
Attributes
• Long-lived
• High-volume
• Customer-facing
• Complex workflow and
business processes
• Highly secure
• Single version
• Corporate asset/record
• Personalized
• Single-channel
Content Types
• Scanned images
• Computer reports
• Forms
• Digitally borne documents
• Faxes
• Document correspondence
Transactional content drives many front-line, back-office and customer service processes
© 2013 Unisys Corporation. All rights reserved. 21
InfoImage Vertical Apps
InfoImage Mobile App
InfoImage SaaS
ECM Professional
Services
InfoImage ECM
InfoImage SharePoint Connector
Unisys InfoImage ECM Solutions
Unisys Holistic Suite of Solutions provides transformative model to
maximize content-process impact
Designs systems differently to
prepare for nexus of forces of
mobility, cloud, big data, and
social
Builds and Modernizes
mission critical integrated
systems
Manages and Operates
infrastructure and applications
to focus on creating a customer-
centric organization
© 2013 Unisys Corporation. All rights reserved. 22
Enterprise Content Management (ECM) InfoImage ECM Solution and Services
Benefits Designed to
• Enable faster customer response times,
incident resolution
• Create processing efficiencies and reduce
manual processes from weeks to hours
• Auditing and tracking of transactions to
facilitate compliance and regulatory rules
Key Capabilities • Scan/transmit/ingest/process large volume and
wide variety of paper and electronic document
content around/across the organization
• InfoImage Desktop, Web, and Mobile clients
enable multi-channel access to manage content
at right time regardless of location and device.
• Large scale on-premise, cloud hosted SaaS and
hybrid deployments provide flexible deployment
options
• Professional services, templates and frameworks
to build applications tailored to client business
• Easy point-and-click approach to create powerful
and flexible content-centric workflows
Transactional ECM and Industry Domain Services to realize Paperless Operations
Unisys ECM industry domain experts and InfoImage solutions help organizations implement low-cost, focused solutions that enable them to reduce operational and transaction costs, increase processing productivity and customer response times dramatically.
© 2013 Unisys Corporation. All rights reserved. 23
Enterprise Content Management (ECM) InfoImage ECM Software as a Service
Benefits Designed to • Lower initial and manage on-going costs
through a simplified monthly-fee subscription
model
• Shift ECM budget from CAPEX to OPEX
• Avoid complex procurement effort
• Achieve better information availability across
multi-site organizations and faster time to
production
Key Capabilities • Provision the InfoImage ECM software to allow
new implementations to be rapidly deployed,
tailored, and then enhanced to meet specific
ECM needs
• Utilizes n+1 redundant virtual Blade servers,
hot standby clustered database servers and
replicated, provisioned and secure storage
• Superior security through Secure Private
Cloud™ and option to add our leading Unisys
StealthTM capability
Content in the Cloud InfoImage SaaS provides a unified, comprehensive, end-to-end solution with software, services, hosting and resources in a cost-effective pricing and deployment model. As industry, business and departmental requirements change, Unisys provides the services, frameworks, and templates to easily migrate from On-Premise to Cloud-Hosted to SaaS or to maintain a hybrid architecture.
© 2013 Unisys Corporation. All rights reserved. 24
Enterprise Content Management (ECM) InfoImage Mobile App
Benefits Designed to • Increase speed of content and data
availability
• Reduce paperwork and logistics of paper
handling
• Improve back-office efficiency
• Improve competitiveness of customer
service
Key Capabilities • Native IOS and Android apps securely connect to
the InfoImage server environment via internet or
internal corporate VPN
• Provide fully integrated solution with support for
desktop, workflow queues and file cabinet queries
users
• Offer online form access for completion and
approvals
• Access and centrally-manage password control
through enterprise admin console
• Provide mobile capture through device camera
Content on the Go By untethering users from their computers, the
InfoImage mobile application enables users to
process work or perform inquiries on the move,
thereby affording companies the ability to
improve their employee’s productivity, and
customer satisfaction
© 2013 Unisys Corporation. All rights reserved. 25
Enterprise Content Management (ECM) InfoImage SharePoint Connector
Benefits Designed to • Combines the power of the Unisys
InfoImage transactional content processing
solution with the social media, collaboration,
user interface and portal functionality of
SharePoint
• Uses SharePoint Web Parts: no additional
or special client software required
Key Capabilities • Provide employees easy access to content in
the InfoImage repository using the familiar
Microsoft client interface
• Seamlessly leverage SharePoint for
collaboration features and InfoImage for
workflow and the ability to handle high volume
processing
InfoImage and SharePoint – best of breed integrated solution Organizations deploy Microsoft SharePoint to meet a wide range of content management requirements including collaboration and social computing. Rather than creating silos of information residing on different platforms for different purposes, complement the strengths of InfoImage and SharePoint in a unified application.
© 2013 Unisys Corporation. All rights reserved. 26
Enterprise Content Management (ECM) InfoImage Mortgage Application
Benefits Designed to • Shorten time to production and lower
implementation costs while providing
foundation for the unique client, country and
industry customization required
• Improve processing times of mortgage
claims
Key Capabilities • Automate and streamline high-volume
document workflow through the entire mortgage
loan process, from origination to closing
• Collect and assemble loan assets during the
documentation process, tracking which
documents are needed and from whom, and
routing documents and approvals to required
decision-makers
• Allow loan officers to use their mobile devices to
capture an applicant’s documents and
signatures
InfoImage Mortgage Application – your mortgage origination and processing shortcut
The InfoImage Mortgage Application is a content and process-driven framework to content-enable your existing mortgage system. The framework provides 60-80% of the functionality required for a banks' mortgage line of business, the remainder being tailored to your needs by the InfoImage services team.
© 2013 Unisys Corporation. All rights reserved. 27
Enterprise Content Management (ECM) InfoImage Accounts Payable Application
Benefits Designed to • Shorten time to production and lower
implementation costs while providing
foundation for unique client requirements
• Reduce core invoice processing costs
• Decrease invoice cycle times
• Improve visibility of invoice status
• Improve cash management and centralize
operations
• Reduce disputes and delinquency fines
Key Capabilities • Collect and assemble accounts payables assets
routing documents and approvals to required
decision-makers
• Keep or enhance your existing systems and
processes while automating the document
handling logic
• Integrate Document input from email, desktop
scanners, multi-function devices, mobile devices
and file systems
• Use mobile devices for document approvals
InfoImage Accounts Payable Application - Pay Your Bills with Lower Costs
The InfoImage Accounts Payable Application is a content and process-driven framework and template to start projects with 60-80% of functionality required to automate and streamline your existing accounts payable process using high-volume document workflow.
© 2013 Unisys Corporation. All rights reserved. 28
Agenda
Enterprise Content Management Overview
Applications, Use Cases, Customer Successes
InfoImage ECM Solution Suite
Concluding Remarks
© 2013 Unisys Corporation. All rights reserved. 29
Concluding Remarks
• Your operation has ‘content’ & ‘process’ needs and requirements
– ECM improvements and solutions should be considered.
– Look for issues/applications around 3 P’s: People, Paper, Process
– Unisys offers Innovation & Discovery workshops to assist
• Pick up copy of CEB TowerGroup Report on ECM for Retail Banking
• For more information, please contact:
– Your Unisys Account Team
– Crystal Cooper, VP NA Public Sector, [email protected]
– Bob Olson, VP Global Financial Services, [email protected]
– Paul Barber, VP ECM Solutions, [email protected]
– Charles Bisom-Rapp, InfoImage Solutions, [email protected]
• Learn more at AIIM
– http://www.aiim.org/