Transforming paper driven processes. IBM Workplace Forms

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1 Transforming paper driven processes IBM Workplace Forms

2 John Mullins Workplace & Portal Sales Leader, IBM NZ/Australia

3 Software Group Agenda Paper driven processes Client case studies IBM solution IBM Workplace Forms 3

4 Which industries have the most paper driven processes? Banking Insurance Government Healthcare

5 Where else are paper forms? Applying for a job Claiming expenses Authorising invoices Requesting a quotation Customer feedback

6 Costs of Paper Driven Processes Traditional costs Paper and printing Unused form disposal Archival and storage...and hidden costs that can slow business Lengthy completion times Validation and error checking Data re-keying Physical routing time & complex approval chains Data aggregation across forms

7 A vision for paper processes. Refocus Staff Grow Customer Loyalty Accelerate Transactions Increase IT Flexibility

8 Market Approach and Differentiation Compliance Security Integration Records IBM Workplace Forms Data Capture Static Document Driven Dynamic Business Rule Driven Key technology drivers; XML, XForms, Web Services, digital signatures Key business drivers: compliance, productivity, signing/approvals

9 Forrester Wave: E-Forms Software, Q2, 2006 IBM received the top scores in Strategy, Architecture, Platform and Technology Partners. IBM is a Leader in the e-forms software market with especially strong XML support and digital signature capabilities. Forrester Wave: ECM Suites, Q3, 2005 IBM received top scores in whole solution strategy, extended capabilities and market presence. IBM is the only vendor with a Leadership position in both Forms & ECM The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

10 eform process benefits More than 80% of the processes in public and private businesses depend on forms. (IDC) Enterprises are seeking electronic process enablers, not just forms on the web. (Gartner) E-forms based on XML architecture will redefine paper-intensive processes and become the standard for Web-based-forms. (Gartner) The real value of electronic forms lies in its ability to reduce the bureaucracy associated with paper forms rather than simply replicating it. (Gartner) Reduction in elapsed time Higher productivity per person Improved quality/reduced errors Reduced number of steps Higher employee satisfaction Fewer people needed Improved coordination across depts./geographies Automation of admin. tasks Reduced cost per transaction Enabling external users Improved regulatory compliance Flex. in processes/bus. agility Data/process integ. across apps. Reduced risk Reduced waste/scrap 55% Source: Gartner 70% 85%

11 IBM clients implementing eforms US Army Woodmen of the World (Insurance) State of Washington A global sports apparel manufacturer AMP Westpac and many more

12 U.S. Army WHY BECOME AN ON DEMAND BUSINESS: The U.S. Army relies on forms for everything from supply ordering to medal recommendations. Requiring users to print, sign and route forms through the chain of command slowed form authorization and elevated administrative costs. To expedite form processing and increase the efficiency of soldiers in the field, the Army needed to automate its forms management processes. SOLUTION: The Army improved efficiencies of its personnel worldwide with centralized, e-forms management software from IBM. The standardized system automates forms-based processes, saving both time and money. And faster processing means faster supply order fulfillment, getting soldiers what they need, when they need it. IBM Workplace Forms software provides the interface to streamline the Army's forms processes. BENEFITS: Projected administrative cost savings of US$1.3 billion annually Over 1 million forms in electronic format Reduces form processing and approval times by one-third Increases soldiers' security The forms management program provides the means to develop a single enterprise solution for automating functional business processes for the entire Army's use. Jeanne Harman, chief of the Army publishing division, U.S. Army» On Demand Business defined An enterprise whose business processes integrated end-to-end across the company and with key partners, suppliers and customers can respond with speed to any customer demand, market opportunity or external threat.

13 Woodmen of the World Profile One of the largest fraternal benefit societies with 825,000+ members. Write more than $1 billion in annual premiums $32 billion+ in-force business. Challenges Faced Field Representatives require easy-to-use process to improve efficiencies of customer-facing activities (policy applications, form updates, quotes) Over 5,000 business rules governing display/capturing of information creating millions of permutations of a life insurance application Poor data quality increases number of rejected/abandoned applications impacting revenue, agent productivity and business success Applications are often started in the office and filled in offline - in the field Solution and forms must be secure, auditable and comply with Industry regulations

14 Woodmen of the World Benefits / Results Achieved Reduction in required human intervention and errors Cost savings and reduced cycle times > revenue impact Less abandoned, rejected and delayed applications Competitive advantage move underwriting closer to the customer Increased efficiencies and improved agency connectivity Simplifies & reduced time required for application processing Workflow of field representatives is streamlined and productivity is increased Features of IBM Workplace Forms Solution Enables laptops with on/offline capabilities Time-saving, intuitive XML e-forms wizards E-Pad integration reduces application process time Tablet-based signing enables mobile applications

15 Global Sports Apparel Manufacturer Challenge Spreadsheets and paper were driving manufacturing contract bidding and tendering process with individual suppliers Manual process inefficient, error-prone, costly and required significant manual intervention No ability to enforce the various compliance rules Company needed to electronically capture all business commitments in a series of negotiation cycles to ensure a legally binding agreement that results in a non-repudiable contract between supplier and customer

16 Global Sports Apparel Manufacturer Benefits Company uses these forms to drive and complete electronic negotiations with the customer for each product line; includes all commitments and delivery obligations Enforce compliance requirements through non-repudiable records (electronic contract with digital signatures) Solution IBM Workplace Forms are the front-end to the process that includes ECM, RM, workflow, security and other infrastructure components required of such an enterprise solution

17 IBM Workplace Forms IBM Workplace Forms helps reduce the time, costs, and problems inherent to manual, paperbased forms processes. Providing far more than simple electronic print and fill capabilities, IBM Workplace Forms aids in streamlining and automating end-to-end business processes that are initiated by forms

18 IBM Workplace Form Components Presentation Layer Pixel-perfect for duplicating paper forms

19 IBM Workplace Form Components Presentation Layer Pixel-perfect for duplicating paper forms Guided-interview, or wizard, driven

20 IBM Workplace Form Components Presentation Layer Pixel-perfect for duplicating paper forms Guided-interview, or wizard, driven Business Logic Capture forms processes in the form Integrate business process workflows

21 IBM Workplace Form Components Presentation Layer Pixel-perfect for duplicating paper forms Guided-interview, or wizard, driven Business Logic Capture forms processes in the form Integrate business process workflows Data Instances Based on W3C XForms specification Multiple XML payloads for integration Validate against external XML Schemas

22 IBM Workplace Form Components Presentation Layer Pixel-perfect for duplicating paper forms Guided-interview, or wizard, driven Business Logic Capture forms processes in the form Integrate business process workflows Data Instances Based on W3C XForms specification Multiple XML payloads for integration Validate against external XML Schemas File Attachments Capture complete transaction Supplemental or associated e-forms MS Office, videos, faxes, etc.

23 IBM Workplace Form Components eenvelope Presentation Layer Pixel-perfect for duplicating paper forms Guided-interview, or wizard, driven Digital Signatures Sign multiple, overlapping sections or complete form Use built-in signing, digital certificates or signing pads Business Logic Capture forms processes in the form Integrate business process workflows Data Instances Based on W3C XForms specification Multiple XML payloads for integration Validate against external XML Schemas File Attachments Capture complete transaction Supplemental or associated e-forms MS Office, videos, faxes, etc.

24 Digital Signatures Overlapping Signatures

25 A vision for paper processes.. IBM Workplace Forms Helps Refocus Staff Grow Customer Loyalty Accelerate Transactions Increase IT Flexibility

26 IBM Workplace Forms helps Grow Customer Loyalty Clients are more satisfied when they can do business more easily and efficiently with your organization. IBM Workplace Forms simplifies forms for end users, saving them time and effort Guided wizards helps make complex forms easier for end-users Error checking at point of data entry Pixel-precise eforms that may be completed online or offline Pre-populated data from backend systems reduces demands on end users Reach more form users with global eforms in 26 languages Rich client or zero-foot print eforms

27 Browser-Based and Rich Client Forms IBM Workplace Forms Viewer Embedded in a Web Browser (also runs stand-alone without browser) Complete eforms on- or offline IBM Workplace Forms Server Browser-only rendition of XHTML Save progress for future completion (local or server copy)

28 IBM Workplace Forms helps Refocus Staff When your staff no longer has to re-key data or correct errors, you can refocus them on higher value activities IBM Workplace Forms creates intelligent forms with custom business rules that validate form input at the point of entry Reduce or eliminate the need for back office error checking Free up staff to work on more productive business tasks. Integration with backend systems reduces or eliminates manual re-keying of data. Store all elements of a process in one file

29 IBM Workplace Forms helps Accelerate Transactions Save time with forms you can access real time via web browser. IBM Workplace Forms helps reduce human handling of forms, allowing for more business in the same amount of time. Reduce or eliminate physical routing of forms Reduce or eliminate need for re-keying of data and error correction Shorten approval cycle times with sectional and overlapping digital signatures. Unleash forms for more quickly available and more easily generated business metrics, helping to create a flexible, innovative organization

30 IBM Workplace Forms helps Increase IT Flexibility Activates a Service Oriented Architecture (SOA) with intelligent message that flows across services IBM Workplace Forms combines form data and business logic into a single document, an intelligent message that flows through an IT environment Does not mandate specific, proprietary IT components for management of forms More easily integrates with and adapts to your IT environment Helps promotes team development of formsbased processes Extend a form's functionality by embedding Java functionality in a form or by dynamically extending the IBM Workplace Forms Viewer.

31 Why eforms? Accelerate Business Transactions Grow Revenue Drive Down Operations Costs More Cost Effectively and Securely Adhere to Regulated Processes Cultivate Innovation

32 Why IBM? 1 Enables Interoperability Forms on any device in any language for any able/ impaired person in any role within a business process 2 Supports Industry Form Standards XForms support industry schemas along with rules & UI 3 Proven Technology Market Leader with a wealth of experience in many industries

33 Thank You