Enhancing Service Quality with Next Generation Business Automation in Government Muti Ur Rahman, ECM Sales Lead IBM India/SA

Transcription

1 Enhancing Service Quality with Next Generation Business Automation in Government Muti Ur Rahman, ECM Sales Lead IBM India/SA

2 Challenges Facing Governments Today Continuous budget pressure Demonstration of good governance Demands for accountability & transparency Continuous improvement with less resources Intense public scrutiny

3 Government Service Delivery Issues forcing change and innovation Better customer service with more focus on convenient access Achieve better social outcomes and make government programs more accessible Efficient delivery to release funds for more government services Aging systems are impacting critical delivery systems Ensure financial integrity and mitigate fraud, error, and abuse Increasing levels of shared services and cross organizational cooperation 3

4 For Government reducing paper costs can justify investments to improve citizen access $22.5B spent on pre-printed forms (US) 30% of pre-printed forms wasted Single paper form costs an organization $30-$165 to use, process and enter

5 In addition to the cost of paper, there are other costs associated with managing paper... How do you... Share documents among case workers Store documents (e.g. file cabinets) Search for documents Retrieve documents Manage Document centric processes Manage the document life cycle and retention requirements Make info available to citizens (FOIA) Environmental Impact of Physical Paper

6 Public Sector Strategic ECM Users How does the EFFECTIVENESS of your organization compare to your peers? (% more effective or much more effective ) Private Sector Strategic ECM Users How does the PROFITABILITY of your company compare to your peers? (% more profitable or much more profitable ) 2.3 times more effective 1.5 times more profitable % No ECM 44% Strategic ECM % No ECM 56% Strategic ECM Source: AIIM Global Survey, March 2007, respondents

7 Government Drivers and ECM Alignment Top 5 Business/Organization Objectives Public Sector Total Source: IBM Market Research

8 How ECM/BPM is helping Government

9 Land Records Challenges Pressure to improve the speed and accuracy of public and employee access to land records Streamlining the processing and recording of documents Ensuring tax register (Jamabandi) is up-to-date Approach Make deeds, mortgages, liens, permits, and other property documents available and accessible to authorized users Enhance the accuracy and speed of property tax collection Ensure an up-to-date tax register Streamline internal operations and improve overall productivity Benefits Improves the speed and accuracy of access to land records and property tax collection

10 Challenges Justice and Courts Managing millions of court documents efficiently Improving operational efficiency to lower costs and provide citizens with better and faster justice Approach Streamline and automate internal processes Efficiently manage a tremendous volume of cases Reduce errors and quicken time to trial Increase the number of cases going to trial Benefits Improve productivity and reduce paper documents Improve customer service Increase revenues from fines and penalties

11 How IBM ECM/BPM is helping India Government

12 Challenges Tax Processing Meeting the increasingly tight tax compliance regulations Improving the efficiency of operations Empowering employees to provide better customer service Approach Quickly image tax returns and automatically route them to appropriate departments for processing Enable employees across departments to share information Maintain compliance with growing tax law complexities Benefits Comply with tax laws and government mandates while improving staff productivity, customer satisfaction and tax collection

13 Challenges MCA 21 Manual business processes for Filing of Document, Registration of Companies Speed and Delivery to the corporate entities, professionals Duplication, availability and management of vast information base Non- Repudiation Approach E-filing and easy online payment option through a common and secure interface Fast Decision making with electronic workflows and digital certificates Availability of Information ( in context) Benefits Improving and changing the existing processes, and making life easier for India's business community, investors and aspiring entrepreneurs

14 Challenges Government Schemes Delivery - NREGA Meeting the increasingly tight time Schedules to Deliver Beneficiaries sitting at Remote locations Accountability, Monitoring and Reporting Empowering Govt. machinery to provide better Citizen service Approach Quickly Capture information along with requisite Docs and automatically route them to appropriate departments for processing Enable employees across departments to share information Manage and Monitor upto the last mile- centrally, locally Benefits Comply with best practices and government mandates while improving staff productivity, citizen satisfaction and efficiency in the system

15 Functionality Required

16 It is all about Process Document Management Records Management Content Management Forms Management Contract Management Management Case Management Diagram Management Management is the Common Theme

17 Case Management Framework Most repeatable framework for Government Massive amount of unstructured and structured information that must be coordinated via process CRM enhancement since they are transaction focused HRMS, ERP eenhancement discussion

18 Case Management process Example Transform business processes and foster collaboration Integrate across people, processes, policy Enable people to make better decisions, faster Promote compliance by enabling zero-click policy adherence Deliver superior citizen service with greater process visibility 18

19 Case Intake Initial Contact Challenges Verify Information Case Information in paper folders Citizen Data duplication and re-entry to other systems Manual handoff of case files Inconsistent and conflicting policies Need for constant monitoring and supervision Inability to meet regulatory needs Government Worker Case Processing Distribute Investigate Evaluate Approve Case Completion Reports Case Intake Verify Investigate Evaluate Case Completion

20 NOC Issuance Example Roles Raj, Citizen Reenu, Case Worker Ranjeet, Department Supervisor 20

21 Processing Cases with Content & Process Case Setup Subprocess Active Content 21

22 Processing Cases with Content & Process 22

23 Processing Cases with Content & Process Timer Expired! Set Timer for 2 days 23

24 Processing Cases with Benefit Content Processing & Process 24

25 Creating & Initiating a Case STEPS Access FES Online to begin work as a Case Processor for FES NOC Issuance. Reena, Case Processor, is presented with her Electronic Case Folder portal for working for the day. In baskets Queues of Reena for Processing Multiple NOC s From Reena home page, she can locate reference information, cases in process and open new cases. 25

26 Case Processing Begins STEPS Reena can click on the case and view the images and docs associated with the case She can also view the role and also in baskets She can also ask for get next case or sort based on the priority She can also view multiple documents in the Image View Applet 26

27 File Notifications STEPS Comments can be added in the case Pages and Documents can be notified with the Comments and Paragraphs Auto linking and URL creation can be customized on the notes and comments and paragraphs Expanding fields can be created with the read/ write access to the Comments 27

28 Audit trails and Attachments for the Case 28

29 Audit trails and Attachments for the Case 29

30 Case Processing Case Intake Initial Contact Verify Information Distribute Investigate Evaluate Repair Case Completion Reports Challenges Case Information Citizen in paper folders Data duplication and re-entry to other systems Manual handoff of case files Inconsistent and Government conflicting policiesbenefits Worker Need for constant monitoring and supervision Automated, Centralized Content Capture Consistent and timely execution of process Inability to meet regulatory needs Case Intake Automated Investigate case handoff Settlement Case Verify Better collaboration Evaluate across teams Completion Recovery Improved worker productivity Real-time status visibility Proactive control and management Automated enforcement of policies 30

31 Technology

32 IBM Enterprise Content Management Integrated Platform Content Manage unstructured information Process Enable content centric business processes Compliance Deliver content centric compliance initiatives Discovery Enterprise search, analytics and content classification Process Development Framework Workflow BAM Simulation Analytics Forms Content Imaging/Capture Document Management Web Content Mgt. Content Federation Collaboration Discovery Intranet Search Managed Search Bus. Insight Apps Classification Compliance Records Mgt. Mgt. Shared Drive Mgt. IBM #1 in ECM

33 Agile User Interfaces Desktop Productivity: Notes & Office Enterprise Search Content Insight Portals Content-Enabled Applications Composite Applications Collaboration: Quickr & SharePoint Agile ECM Framework Business Process Management Services Modeling & Simulation Business Activity Monitoring Content Centric Processing Industry Models & Rules Process Choreography Compliance & Discovery Services Rights Management GRC ediscovery Content Collection Retention & Disposition Legal Holds File Plan Archiving Metadata Catalog Content Analytics Classification Enterprise Content Services Publishing Collaboration Capture Search Security Forms Reports Documents Digital Assets Images Web Content Federation & Integration Services Data Servers Repositories IBM Other Storage Digital & Physical

34 More Organizations Around the Globe Use IBM and FileNet for Enterprise Content Management 24 of the top 25 insurance companies 23 of the top 25 world banks Over 80 of the Fortune 100 More than 1,200 government organizations 5 of the top 6 telcoms More than 700 manufacturing and energy companies Over 100 ECM Case Studies available only a few call out System Storage today...

35 Government Customers - India Ministry of Commerce Government of Kerala Financial Intelligence Unit Income Tax Deptt. Military Intelligence AFRO

36 Thank You Copyright IBM Corporation 2008 All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Cognos, the Cognos logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others