5 Reasons Care Management Systems Fail

Today’s Guest Post: Misty Ahmadi, WW Content Marketing Manager, IBM Case Manager

We have several doctors in our family. They often share stories of perseverance, dedication, and will power when talking about their day-to-day routines. However, just as often, they share stories of frustration, misunderstandings, and systematic issues. They know that they’re surrounded by some of the best talent and ground-breaking research and methodologies, but they wonder why the healthcare system is so inefficient and becoming so costly for patients. These doctors are seeking solutions for better care management.

While the industry is making great strides in healthcare science, in order for the public to benefit, there needs to be changes made in the infrastructure of the healthcare system. Application harmonization, improved UI, and IT system flexibility are all desperately needed to bring these advances easily into our healthcare system. Before the industry is able to make these infrastructure changes, healthcare professionals need to understand why the current care management systems are failing to help health systems reduce costs and refocus on improving customer healthcare.

On Friday, July 31st at 10AM PST / 1PM EST join us for our Case Management for Healthcare webinar titled “5 Reasons Care Management Systems Fail.” The focus of our discussion will be a recent Payer study that has identified 5 key reasons care management systems are failing to help health plans achieve success. Engage in conversation with our two industry experts: Dr. Paul Grundy, MD, MPH, IBM Global Director of Healthcare Transformation, and Tim Busche, MBA, Envision Health, President & CEO and IPD Care Management Practice Leader and learn about actionable ideas to resolve the care management development dilemma.

Register for the webinar here and be prepared to learn how to approach this healthcare dilemma.

Breaking Down the Silos to Improve Customer Experience

Today’s Guest Post: Misty Ahmadi, WW Content Marketing Manager, IBM Case Manager

In order to stay competitive in today’s market, banks need to be agile and open towards new ways to optimize banking processes to serve clients faster and better.

Spar Nord is a bank that has stepped up to this challenge.

Spar Nord, the 5th largest bank in Denmark, was one of the finalists for WfMAC Awards for Case Management. This bank, with 71 branches, serves about 400,000 customers across Denmark and focuses on private customers and small businesses.

The bank needed to paint a complete picture of their business – they wanted process optimization and standardization across divisions and to break away from silo applications. Their ideal solution would be usable across all lines of business and allow for both partially and fully automated business points. Spar Nord was intensively focused on making sure that any changes to their system would allow them to devote more time to customers instead of business operations.

The solution? IBM Case Management.

By using Case Manger to cut costs and streamline business operations, Spar Nord was able to provide quality customer assistance that was consistent across the business. Case Manager provided the ease of mind in knowing that operations will happen the same every time and that the all the necessary information is available to enhance the experience of the customer at the right time. Spar Nord also saw revenues and volume increase by 1000% and the ability to close mortgage applications went from 14 days to 14 minutes!

Now, that’s a huge benefit for customers.

To learn more about Spar Nord and their success with Case Manager, view our newest customer video here.

Putting the “E” in Enterprise Content Management

Putting the “E” in Enterprise Content Management

Organizations around the world use Enterprise Content Management systems to improve the cost, performance and efficiency of essential operations. Since the inception of ECM technology nearly 30 years ago, companies from all industries and markets have adopted the tools to remove the burden of paper, digitize the workflow, and protect the information underlying many critically important functions. As a result, the content management business has grown into a $7 billion market and essentially all leading global enterprises have invested heavily in the technologies and solutions.

Most applications of ECM have until recently been limited to rather isolated and process-specific applications, however; like those supporting claims processing, financial accounting and contract management. One reason for this has been the complexity and cost of implementing the tools. A long learning curve was often needed along with specialized staffing and technical support, not to mention an enterprise-sized budget. These barriers have traditionally led to fragmented pockets of technology and process in even the most ECM-savvy organizations.
New Approach to Planning

But a new approach to ECM is emerging today that is helping organizations find success in putting the “E” in Enterprise Content Management. This new approach is less contingent upon the technology involved than it is upon the organizational planning approach used to take advantage of ECM. Organizations are leveraging their existing investments and expertise in new and more expansive ways by working cross-functionally to replicate the capabilities and techniques found to be effective in one area to include other important applications within the enterprise. The result is a next generation of ECM that is propagating beyond the confines of process-specific application.

ECM Center of Competency

How can you do it too? Organizations are finding success using an ECM Center of Competency approach which at its core is both a planning methodology and a cross-functional forum where business analysts, frontline users, IT support and financial executives all work together on common goals and steps to leverage the advantages of ECM across the enterprise.

Results are found by taking technologies and techniques that have been successful in process-specific applications (like claims processing, for example) and replicating the approach and expertise to apply to other similar yet unrelated activities (like invoice processing or contract management). In this way, organizations reuse the architecture of the solution and the expertise involved rather than reinventing the wheel each and every time. And as developers make available more integrated and affordable solutions, and capabilities become more easily replicated, a second wave of ECM adoption is taking place, and organizations are making the most of it using a Center of Competency approach.

Moving Forward

What are the next best steps to establish an ECM Center of Competency? One is to download my White Paper – Building an ECM Center of Competency from IBM (IBM ECM) It demystifies the approach and provides several steps and strategies to consider. While there are a great many ECM tools and solutions to consider, remember that your success may indeed be more dependent upon thoughtful organizational planning and cross-functional teamwork than it is on technology involved. Look for providers and partners with the right combination of capabilities, expertise and vision to help you put the “E” in Enterprise Content Management.
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Guest contributor Kevin Craine is the author of the book Designing a Document Strategy, host of Everyday MBA on C-Suite Radio, and a respected authority on document management and process improvement. He is the managing director of Craine Communications Group. For more information visit CraineGroup.com.

IBM and Kaltura partner to offer media management solutions

Today’s Post: Doug Hunt, General Manager, IBM Enterprise Content Management

These days, media technologies, including audio and video, are fast becoming a new way for people within an organization to communicate, learn, work and entertain. In fact, video will soon make up more than 80% of global internet traffic and 66% of all mobile data! As such, managing this content will become paramount and mission critical for any organization.

While audio and video are now integral parts of the internet culture, with tools like iTunes, YouTube, Facebook and Twitter, there is a growing need for users to access audio and video content anytime, anywhere and on any device. Organizations want to ensure that audio and video content is managed according to corporate content management standards. IBM and Kaltura have joined forces to address these growing requirements with two new solutions.

These solutions can be used in a wide range of real-life use cases:

  • Insurance underwriting and claims where customers capture video as part of insurance and claims submission processes, utilizing video to reduce costs and while providing more accurate information relating to claims.
  • Public safety where dash cam, body cam and traffic cam videos in city governments are subject to governance requirements. Coupled with information requests, cities are going to be stretched to the limit in providing these videos across a wide range of devices, over an extended period of time.
  • HR/Legal interviews and depositions that require recording of phone and in-person interviews forcandidate hiring and legal depositions, or in presenting information on corporate conduct and equal opportunity.
  • Regulated environments that present financial information or in other regulated industries that require evidence for obtaining verbal consent on what was presented or discussed.
  • Energy and utilities inspections where users perform visual inspections or maintenance on equipment.
  • Manufacturing, health and safety where incidents in the workplace are visually recorded.
  • Education where media, such as podcasts and video, changed the way academics and students teach and learn inside and outside the classroom.

With this partnership, each company offers value from their areas of expertise. IBM provides a best-in-class enterprise content management system with business workflow and eDiscovery, including legal holds on documents, version management, document management and collaboration. Kaltura offers audio and video management, completely integrated as another content type within IBM ECM, enabling rich media to be part of any business workflow.

Users can convert speech to text to help search through rich media content and bring greater business value. Additionally, organizations can create a full-featured social audio and video portal for the enterprise in order to create, upload, download, share, search, browse and watch live and on-demand videos, presentations, screencasts and other media content independently from an IBM ECM platform.

I encourage you to read more about the two Kaltura solution offerings available – Kaltura Video Navigator for ECM and Kaltura MediaSpace Plus – and the increased value these can bring to your business.

Shared Content Foundation: A Healthy Organizational Habit

Today’s Post: Aliye Ergulen,Portfolio Marketing Manager, ECM Platform

Let’s imagine a typical family. Who are the stakeholders? A wife, a husband, and two children. Each one of them needs certain services daily – water, electricity, washer/dryer, dishwasher, and so on. In the same household,  do they each receive their water services, or electricity services from a different utility company?  Do they use a different washer or dishwasher? Most likely, you all gave the same answer: no


 You might see where I am going with this.

Organizations are like households. They have several business units connected to one another to achieve a common goal: run a successful business with happy clients.  Business units create, consume, and share content internally and externally. They need content from one another to make business decisions daily. Then, why do business units use different tools, siloed content stores, and siloed content services instead of shared ones? A recent AIIM study shows that 52% of organizations have 3 or more content systems and up to 38% have 5 or more. Although we cannot expect an organization to have just one physical system, we can expect them to be at least virtually connected.

What is holding organizations back from using shared content services in the same way that a family uses shared household services?

The root cause is the lack of a content strategy. Content is vital for business success and competitiveness therefore content services need to be a part of the foundational planning. In this way content  can be shared throughout the organization, similar to how water and electricity services are shared amongst a family.

root cause

On the business side, we call this a Shared Content Foundation.

Without a content strategy and a strong foundation, organizations continue to create disparate content silos. In turn, disparate content silos create dissimilar content services, quality, and support throughout the organization. This slows down the organization as a whole. To break the vicious cycle, organizations should build a strong content foundation with ECM that promotes organizational standardization and reuse of business content and services.


Shared Content Foundation – reusable and repeatable for sustainable growth, speed, and agility.

With common capabilities, service catalogues, and solution patterns, every corner of the organization receives the same quality service when they need it where they need it. In turn, shared content foundation encourages company-wide engagement internally and externally with increased end user adoption. Once the right foundation is built, higher level capabilities can be added such as case management and governance.

pic 3

The Foundation Enables IT, LOB, and Clients

Just like how water or electricity services enable a household,  a shared content foundation enables an organization – IT, LOB, and clients.


To encourage organizations to build such an environment, IBM provides both the strategy and the technology. To learn more, please download the study done by AIIM International group sponsored by IBM here.

Fixing the Holes In The Safety Net

Today’s Guest Post by David Jenness, WW Portfolio Marketing Manager, Enterprise Content Management

Once, I lived on food stamps. I was in college full time in the mid 1970s, working a part time job. There wasn’t much left over after the rent was paid, and a friend pointed out that I should try what the other poor kids in school did – apply for food stamps.

I went down to the local government offices and waited for my number to be called. Eventually, I met a case worker and we filled out all the paperwork and a week or so later, I received a packet with a month’s supply of food stamps.

I moved straight to New York City from college and never needed assistance again. But I thought of that experience when I recently read a solution brief on the uses of Case Management to enhance service and delivery for government social services.

Read this brief here.

While the Federal Security Agency was created under President Roosevelt in 1939, it was in the 50s that President Eisenhower’s Department of Health, Education, and Welfare (HEW) that turned it into a nationwide program. The mission remains to create a safety net for Americans in need. Over the years, Social Services have received their share of criticism for poor experience – long waits and unhelpful service – as well as the darker aspects of fraud and corruption.

In modern times, we have a solution that can make Social Services agencies much more responsive to people, just as it does in the private sector. It’s called Case Management. It provides a way of working that makes it much easier to put together a citizen’s profile, faster to identify the eligible benefits and get them authorized, and easier to see if anyone is trying to scam the system.

Most of the criticism aimed at Social Services has been the tedious processes that built up over time, especially in poor areas, where there is a strain on dwindling resources, causing uneven delivery of services. There are too many examples of needy people not getting services. Case management automates a lot of the processing steps, leaving case workers with time to pay attention to citizens and not the paperwork. When the case is closed and the services delivered, every action taken and every conversation recorded is packaged up as a legal record to show that the process was fair and impartial. For those agencies that are serious about delivering good service and reducing waste and fraud, case management for case workers is a huge step forward.

Making the Case for Case in Courts

Today’s Guest Post: Trent Shupe, Portfolio Marketing Manager, Case Management and Smarter Process

Following up on my recent post about the recent BPM and Case Management Global Summit, I wanted to share another story about an award-winning solution that leverages advanced case management to improve the way work gets done.

The Texas Office of the Attorney General, Legal Division recently won the WfMC Award for excellence in case management for their innovative use in matter management. Their application of advanced case management brought together 24 separate divisions, each of which handled legal matters in a different and ad-hoc manner. With no standard way to store and access case materials and all of the associated pleadings, contracts, requests, intellectual property and HR records, Texas OAG struggled with timely searches for information and an unreliable method for retaining and adhering to policies and procedures.   And Texas OAG is certainly not alone in finding challenges with the existing ways of managing legal matter.

Faced with increased caseloads and reductions in budgets and staff, government legal offices and court systems at all levels need to enhance efficiencies so they can continue to ensure citizens are well served. They must reduce the cost of managing cases and provide key metrics regarding casework, while delivering enhanced capabilities for the attorneys, executives, paralegals and others who require timely and accurate information to do their jobs. However, several challenges stand in the way of achieving these goals.

Many court systems still use inefficient paper-based processes or have multiple, piecemeal IT solutions that do not work together. As a result, workers struggle to keep up with the deluge of information generated by cases and all the associated pleadings, contracts, requests, HR records and intellectual property. Courts face delays and high costs as they attempt to process cases.

But it doesn’t have to be so difficult. Texas OAG found a way to apply advanced case management to solve their legal matter management challenges. They opted for a solution that would allow them to do more with less. OAG is utilizing an ACM solution to streamline 24 unique divisions that span the state of Texas, acting as both plaintiff and defendant, and with each division practicing a specific area of law; as if it was a separate law firm all together. By replacing manual efforts with automated capabilities and by making pertinent information accessible and at the fingertips of the end user, Texas OAG was able to significantly lower costs and reducing time to complete cases while gaining improvements in the quality of their work and the satisfaction of their clients.

Want to learn more about how Advanced Case Management solutions can apply to other business objectives? Check out this video.

Solution Vision

Today’s Post: Amir Jaibaji


Since the foundation of the IBM Design Studio in 2013, IBM has placed a new focus on user experience and product usability. As part of this initiative, our Information Lifecycle Governance (ILG) team put together a plan to revitalize its product portfolio and was selected as one of the Design Studio’s Hallmark projects. As such, we have undertaken a user experience led overhaul of product interaction and workflows, building off the knowledge gained during more than a decade of governance product development and deployments.


We are already well on our way to re-imagining our ILG user experience. We are deeply engaged in IBM Design Thinking that puts the user experience first in our design processes. IBM Design Thinking has gathered design practices to identify and ideate on the aspects that makes a solution desirable to its users; the Who, the What and the Wow! These aspects become the mission for release(s) and the business requirements for the solution.

Working with this framework and with our invaluable design program customers we will deliver releases on a steady & consistent cadence and deliver functionality across the broader range of governance initiatives. This iterative style of development allows for ongoing engagement between users, product management, development and our user experience team – providing for constant feedback on product capabilities and usability.

All of this work has paid off, as we announce the first version our new unified information governance platform that will eventually allow customers to gain all of the benefits of our individual solutions in data assessment, clean up, legal, retention & records management, archiving, and data privacy through one solution.  This is a new architecture with an easy to use interface for all ILG stakeholders without the need for integration points.

We know we have plenty left to do – but this is a huge step in executing on the vision that made IBM the most visionary company in Gartner’s 2015 eDiscovery Market Quadrant.

Check out our recent Webinar to learn more & don’t hesitate to contact IBM.


Reduce the number of content reviews and rework to produce higher-quality results faster with IBM ECM

Today’s Post: Huzefa Hakim,Senior Product Marketing Manager, IBM ECM

How many times you thought you needed a simultaneous collaborative editing of word processing, spreadsheet, and presentation documents in real time? Frustrated by the delays of a serial editing process or the time wasted merging in multiple changes to the same draft, wishing there was a more productive solution? We are talking about an online document editor providing key collaborative services such as coediting, file management, and contextual commenting (so you can see who typed what). All with a lightweight browser deployment which eliminates costly desktop office suites that have advanced features that are not used. IBM® Connections Docs exactly does that.

Today, we are announcing the integration of IBM® Connections Docs to FileNet Content Engine from within IBM® Content Navigator which together offer even a better way to edit and review documents in real time. As many of you might know, IBM® Content Navigator provides a unified user experience for mobile, web, and desktop across the IBM and non IBM content repositories including CMIS enabled content stores. It makes it incredibly easy to create, share, manage, and collaborate on content for users anytime, anywhere, on any device the work is done. With the addition of IBM® Connections Docs, the online office productivity suite, teams can easily share editing capabilities of word processing, spreadsheet, and presentation documents without leaving their unified user experience.

The integration increases collaborative work capacity and productivity. Content Navigator enables secure collaboration between individuals, teams, clients, and suppliers through teamspaces. Connections Docs further improves productivity by allowing team members to co-edit documents and content in real time to reduce the number of reviews and rework and produce higher-quality results faster. Users can simply create and edit documents using the Connections Docs tools through the browser.

Besides streamlining work processes, this integration brings additional benefits to your organization. It helps reduce IT costs by providing lightweight browser document editing, thereby eliminating the need for costly desktop office suites with unused advanced features. In addition, Connections Docs supports both Microsoft Office and OpenDocument file formats and works seamlessly with Apache OpenOffice for rich desktop editing.

The integration includes entitlement for 1000 users and additional user entitlement is available for purchase.  This integration is limited to on-premise deployment using IBM Content Navigator and IBM Connections Docs. The integration is limited to FileNet Content Engine Repository available with IBM Content Foundation or IBM FileNet Content Manager.

The minimum software versions are

  1. IBM Content Foundation 5.2.1 or IBM FileNet Content Manager 5.2.1
  2. IBM Content Navigator is 2.0.3 FP4
  3. IBM Connections Docs 1.0.7

Forrester, one of the world’s preeminent marketing research and consulting firms, recently released The Total Economic ImpactTM report on IBM Content Navigator.  This study speaks volumes to the advantages of leveraging IBM Content Navigator – it shows how easy it is to create, share, manage, and collaborate on content across all devices within all of IBM ECM’s key capabilities. You can read more about it here.

Share your thoughts and let’s continue the conversation.  Tweet to: @zefahakim

Author Biography:


Huzefa Hakim is the Senior Product Marketing Leader for the Enterprise Content Management at IBM. Huzefa drives the product marketing strategy for Cloud within Enterprise Content Management.

Huzefa joined IBM in 2006. Huzefa has 15 years of experience and has held leadership positions in strategy, product management and product development within IBM.  Huzefa holds a Master’s degree in Business Administration from University of California at Irvine and a Bachelor’s degree in Computer Science from University of Bombay. He resides in Laguna Hills in sunny Southern California.


I Sleep Tonight With Advanced Case Management

Today’s Guest Post by David Jenness, WW Portfolio Marketing Manager, Enterprise Content Management

I live within 10 miles of the Indian Point nuclear plant, which powers New York City. Anyone within 10 miles of Indian Point is in the EPZ (Emergency Planning Zone). As a result, three houses up the street is a tall pole with a strange cluster of speakers on top, which is part of an outdoor alert system to make us residents within the EPZ aware that it may be time to run.

Once, I was home during a test of the system, and the piercing siren conjured images that would fit any disaster movie. I had the wife and kids in the car and was halfway out the driveway when my neighbor mentioned it was only a test.

It’s not just me.

Since the nuclear power industry began in the 1950s, health and public safety have been of prime concern, and high profile accidents, like Three Mile Island, Chernobyl and Fukushima, are reminders of the risks that offset the benefits of low cost energy with low carbon emissions.

In the United States, the Nuclear Regulatory Commission (NRC) oversees commercial nuclear power plants through licensing, inspection and enforcement of its requirements. As a federal agency, serving a highly scrutinized industry that combines extraordinary technological sophistication with an ongoing debate about the environment and public health, with the capability of a disaster that could affect millions of citizens, the NRC has set a very high standard for how it executes its mission. The NRC has instituted best practices across the agency that enable access to a constantly evolving knowledge base, open and transparent collaboration among subject matter experts, accurate and efficient facility inspection processes, and a fast and responsive communications system to answer any question posed by the American public.

Lately, the NRC has been recognized as representing the state of the industry for its set of best practices, because it has proven the value of a new way of doing business known as Advanced Case Management. In June, the NRC received the Judges Choice for Best Entry at the annual Workflow Management Coalition Awards ceremony during the 2015 BPM and Case Management Global Summit Washington DC.

While the NRC stand as an excellent example of how to run an agency, I also commend IBM Business Partner Vega ECM Solutions, who helped to design and install the solution at NRC, which was built with IBM Case Manager, and shares credit for the prestigious award. Read more about the award and the NRC here and more about the case study here.

I, for one, find comfort in knowing that when knowledge, action and accuracy are mission critical, which they certainly are for the NRC, that Advanced Case Management provides the framework to assure the best outcome possible. Which for me means sleeping peacefully through the night.