Paper Wars: Why are We Still Fighting Paper?

Today’s Guest Post By: Kevin Craine, Technology Analyst and Host of the Document Strategy Podcast

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Despite the increasing digitization of business today, the truth is that across all industries many key business processes are still burdened with paper. Loan origination, claims processing, accounts payable, human resources – these are just a few examples of fundamental activities that continue to be plagued by paper-bound workflow. Indeed, in the face of the modern digital office, many companies continue to fight a war with paper.

Paper Wars

In a recent study performed by AIIM and commissioned by IBM, a number of key findings show that the tide may be turning in the fight. Of companies participating in the survey, 68% of respondents agreed that business-at-the-speed-of-paper will be “unacceptable in just a few years’ time.” Indeed, 46% consider that the biggest single productivity improvement for most of their business processes is to remove the paper. While the justifications for all-digital processes have traditionally been focused on improved productivity and lower costs, today it seems the biggest target is on ways to improve the speed of response and boost customer experience.

From the Front

The good news from the battlefront is that 44% of the organizations surveyed say that overall paper consumption is decreasing.  The bad news is that only 35% of organizations have a strategy to drive paper out of the business, with just 19% having endorsement at board-level. Clearly, there is plenty of opportunity out there…and plenty of work still to do in order to properly fight the inherent inefficiencies and deficiencies of paper-based processes and workflow.

Next-Gen ECM

One reason that paper has staying power is that until recently adopting enterprise content management and document digitization systems required an enterprise-sized budget, specialized expertise and a long-term implementation plan. But the next generation of ECM solutions is starting to change all that with more tightly integrated features and functions that don’t require great investment or effort to adopt. Next-Gen ECM brings the critical functions that company’s need – document and data capture, content management and archiving, online viewing, and case management – together into one platform that does not require users to purchase and integrate separate parts and pieces. The result is a unique and highly integrated ECM platform for managing the entire process.

Map Your Strategy

But with so many advancements underway it can be difficult to know which ones will lead you win the war on paper and which will simply will lead you to a dead end. Look for providers and partners that provide the right mix of experience, vision, and advanced capabilities that will help you win the paper wars.

For a full infographic of the Paper Wars, click here: http://www-01.ibm.com/software/ecm/paperwars/

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Guest contributor Kevin Craine is the author of the book Designing a Document Strategy and host of the Document Strategy Podcast. He is the managing director of Craine Communications Group. For more information visit CraineGroup.com.

ECM Live at IBM InterConnect 2015

Today’s Guest Post byMohammed Attar, IBM Director, Case Management and ECM Solutions Product and Strategy

We are just past the midway point for IBM InterConnect 2015 here in Las Vegas. We kicked off the week with some excellent keynotes, including a live demonstration of IBM Navigator at the Big Data & Analytics presentation. I’ve received great feedback from the ECM sessions earlier in the week and I encourage you to attend the events we still have in store, such as Easy File Sharing on Cloud with IBM Navigator and The Contact Center of the Future is Everywhere.

In addition, I have met with numerous business partners and customers here at InterConnect. We touched on several topics, including shared services and how IBM Case Manager and the rest of the IBM ECM solution platform could help their businesses moving forward. Customers are especially excited about announcement of IBM Case Manager on the iPhone and iPad – developed jointly through Future Workshops and IBM. With IBM Case Manager for the iPhone and iPad, customers can go mobile and support their businesses, anytime and anywhere. If you qualify, download a complimentary trail of IBM Case Manager to your iPhone or iPad, and see the industry’s leading Case Management solution in the palm of your hands.

I am very encouraged by these meetings and I look forward to the continued feedback and discussions as we kick start another strong year in ECM. I hope you all enjoy the rest of InterConnect 2015!

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

Biography:

mattar

Mohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently the IBM Director of ECM Products & Strategy. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM

Capture & Case Management: Faster Processes, Lower Costs

Today’s Post By: Brent Bussell, IBM WW Sales Leader ECM – Content Management and Capture

You know the situation well. The collection of documents during the onboarding of a customer’s application goes smoothly.  But then you and your customer are left in limbo for days as documents are physically transported to a centralized location for digitization that unfolds far away, with no transparency into what’s happening.  Or worse, you realize that there are trailing documents missing and you’re in the position of asking a customer to come back in; a customer who more than likely is used to the instantaneous world of mobile communication. That’s not a great customer experience for anyone. Wouldn’t it be great if you could digitize documents locally and seamlessly from within the onboarding process?

Fortunately, IBM’s advanced capabilities enable in context document digitization from within the case management process with one unified user experience. IBM ECM allows you to immediately capture information – via mobile or any other connected device that you already have in your office – from paper and digital documents at the moment you receive them. It automatically identifies and notifies you of missing information, confidential personally identifiable information, and other sensitive data. No more trailing documents. No more days of waiting for centralized document processing to happen. Getting that information upfront, scanned, and indexed appropriately is crucial to keeping your cases moving forward and making sure you can deliver sterling customer service.

Missing and sensitive data can cause harm to your organization in many ways – from identity theft and lost customers to slow processes and low employee morale. Ensuring your employees have access to all the most up-to-date information all the time allows them to make the best-informed decisions with the content in context.  IBM ECM allows you to shorten the cycle for data capture, to reduce errors, to be more efficient when dealing with trailing documents, and to increase transparency and your ownership of case management. It’s all right there.

It’s time to empower yourself to gather new insights and opportunities. Transform your business information into Smarter Content Now. That’s ECM. Learn more about the intersection of capture and case management by reading “Dynamic Document Capture for Advanced Case Management.”

eDiscovery Starts with Information Governance

Today’s Guest Post by:Johnathan R. Elton, J.D. ,Product Manager, StoredIQ

Can Information Governance Help eDiscovery?

In the eDiscovery space, information governance has historically been given lip-service as the promised land of eDiscovery cost reductions. In practice, it has often seemed that information governance had come to bury eDiscovery in procedure, not to aid practitioners. Nevertheless, the well-managed introduction of information governance practices within an enterprise can often serve to streamline the organization’s eDiscovery procedures to potentially cut eDiscovery costs and boost defensibility.

How can this be? EDRM has offered a helpful model in its Information Governance Reference Model. This model recognizes that cost-effective information governance must begin with an actionable information governance plan developed with the cooperation the key stakeholders within the business, IT, legal, records, etc. To develop a plan, the stakeholders must assess specifically which organizations within an enterprise consume, manage and protect corporate information. Only after having taken the time to understand these internal dynamics can a well-defined information governance plan make good on the promises of faster, more accurate and defensible results while also lowering the cost of acquiring relevant legal data.

Changing Landscape

The information governance landscape is maturing. This maturity brings with it tools that can help enterprises understand what data is held across their enterprise, regardless of where it resides. With this knowledge, stakeholders can begin to formulate policies and procedures that take the knowledge about enterprise data from these tools and act in a confident and defensible manner. Actions might include identification of data that is in the wrong place, moving misplaced data to the most efficient repositories and also identifying and deleting ROT (redundant, obsolete, and trivial) data.

The ability to pursue these goals as part of a healthy information governance practice can provide a decided advantage to eDiscovery solutions that are aware of information governance policies. Many enterprises can look forward to the day, now within sight, of implementing proactive eDiscovery approaches that include (1) the codification and proceduralization of policy, and (2) the collection, preservation, and retention of relevant corporate data. These advances help to ensure faster coverage of more data from more sources while also helping to quickly restrict down targeted searches for faster results.

StoredIQ can help enable efficient eDiscovery through Information Governance policies

IBM StoredIQ can help enterprises understand the data that they have and provide actionable intelligence about their data. This intelligence can help to drive the necessary conversation amongst the stakeholders to produce defensible policies. StoredIQ can also take the policies as a framework within which to enable the collection, preservation, retention, and defensible disposal of corporate data. Enabling enterprises to manage their data throughout its lifecycle in a holistic manner affords these enterprises the opportunity for the cost savings promised by information governance.

IBM Case Foundation 5.2.1.1 Release

Today, we are proud to announce the latest release of IBM Case Foundation. IBM Case Foundation delivers a solid foundation for world class content management and automation solutions through the integrated content and workflow capabilities of IBM Case Manager. With its newest release, IBM Case Foundation 5.2.1.1, ICF users can now take advantage of IBM Case Manager’s rapid application development environment and its out-of-the-box Navigator-based user interface and object model to allow customers to quickly create and deploy content-centric solutions that are fully deployable in the Case Manager run-time environment. This allows new and existing customers to quickly build content-centric workflow solutions in a much simpler business analyst friendly environment. Customers with existing solutions will also be able to run these workflows in the new environment without any changes as well.

With these new capabilities within IBM Case Foundation, IBM continues to bring constant innovation and pave the way in the case management and ECM industry. For more information about the new Case Foundation, please check out this link. Be sure to look out for our other exciting product announcements in 2015.

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

Biography:

mattarMohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently the IBM Director of ECM Products & Strategy. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM.

ECM at IBM InterConnect 2015

Today’s Guest Post byMohammed Attar, IBM Director, Case Management and ECM Solutions Product and Strategy

With IBM InterConnect 2015 finally here, I am excited to highlight IBM ECM’s presence at this premier conference. In today’s digital economy, emphasis on Cloud and Mobile are crucial in the success of businesses, and IBM ECM – including IBM Case Manager and IBM Navigator – is right in the heart of this digital revolution.

We have a great lineup of ECM events in store for InterConnect 2015. To kick off, we will be presenting a live IBM Navigator demo at the Big Data & Analytics Keynote on Monday. We will follow this up by hosting several general sessions and meet the experts’ events throughout the week. Highlights of these events include:

  • Easy File Sharing on Cloud with IBM Navigator – Presented by Senior Product Marketing Manager Huzefa Hakim, where he will discuss how easy it is to share documents, with any device on a trusted and secure cloud environment, to help promote easy file share capabilities and other content collaboration solutions to bring success to your organization.
  • Empowering Knowledge workers with IBM BPM Case Management – Presented by Senior Product Manager Mike Fannon, where he will highlight case-related features such as designing and running ad hoc and unstructured work related to case and process style patterns in IBM Case Manager and IBM BPM.
  • The Contact Center of the Future is Everywhere – Presented by Senior Marketing Manager David Jenness and Senior Product Manager Michael Green, where they will discuss a new innovative way to improve customer experience: cognitive case management – the combination of IBM’s world class capabilities in advanced case management and IBM Watson.

These are just three of the sessions that I look forward to at InterConnect 2015. I highly encourage you to attend these events as they really showcase and validate IBM ECM’s leadership in the industry and innovation in providing the best enterprise content management solution available for businesses worldwide.

I also encourage those that want to meet and discuss Case Manager and other IBM ECM products to check out the Executive Meeting Center to set up a meeting at InterConnect 2015. I’ll see you all in Las Vegas!

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

Biography:

mattar

Mohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently the IBM Director of ECM Products & Strategy. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM

ECM Overview for 2015

Today’s Guest Post by: Caroline Seymour, Director, WW IBM ECM Marketing

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Our customers around the world tell us that they are seeking solutions that help them balance three very important business objectives:

  • Drive down cost and increase productivity
  • Focus on Customer Centricity
  • Maintain security and compliance

Business content; like documents, emails, images and increasingly video and social media all hold the record of transactions between people. Business content defines the relationship between people and organizations.  It is the conversation between an organization and its customer, the meeting point where productivity, customer-centricity and security challenges meet.

Here’s how ECM approaches our customers’ key challenges:

  • Improve productivity with solutions that can help their people move away from paper, quickly focus on what’s important, and have the right content when they need it to make the right decisions
  • Focus on the customer with solutions that speak to the customer experience, highlighting how business content is cared for, understood, and put to work.
  • Protect and secure sensitive customer data as soon as it is created all the way through to the end of its legal usefulness – on any platform, whether it is on-premises, in the cloud, on the web or mobile.

Come see ECM business content solutions at InterConnect 2015, the premier cloud and mobile conference of the year.

ECM solutions will be featured at InterConnect 2015, we shall be specifically highlighting Case Manager and IBM Navigator, as well as Case being an integral part of Smarter Process.

Here are some details:

  • An IBM Navigator demo in the Big Data and Analytics keynote.
  • Key ECM messages included in sessions on cloud, case management, and business process management.
  • Presence in the Solution Expo with ECM for cloud and mobile in the Big Data and Analytics booth, and case management in the business process booth.
  • Case featured in industry solution peds in the Business Process booth, Navigator demoed in the Cloud Theater, and ECM included in business Partner booths (e.g., Prolifics has a booth (P5) and they will be showing their ICM Pattern and Case Foundation Pattern).
  • Don’t miss Beth Smith, GM, IBM Analytics Platform, leading the Monday night keynote “An Unexpected Evening with Big Data & Analytics.” Through an evening of entertainment, mixology and fun, attendees will hear how real companies are turning data into actionable insights in real-time, watch a celebrity chef whip up a delicious recipe, and more. Be sure clients join us for an evening of entertainment to learn how data, when infused into all interactions and decision making, provides us all with new ways to create value and transform experiences.

I will be at the conference, meeting with some of our ECM clients and hopefully new Clients in the ECM space, focused on our mobile and cloud capabilities as well as our Case solution.

If you can come, we’d love to see you.  Stay in touch via social media, #IBMNavigator, #IBMCaseManager.

Intelligent ECM and Healthcare Reform

Today’s Guest Post By: Kevin Craine, Technology Analyst and Host of the Document Strategy Podcast

KevinCraine

It has been over four years since the Patient Protection and Affordability Act was signed into law. While the implications are still developing and unclear, the reality is that for insurance providers, hospitals and clinical care providers the business of health care has changed dramatically. The many changes, including an increased demand for transparency and tighter medical loss ratio requirements, are transforming the way the industry does business.

The Impact on Providers

One potentially overlooked impact on providers is that the process to manage health care content and member correspondence has been greatly impacted. The volume of communications has risen sharply in order for companies to respond to the many market changes. Requirements have become increasingly demanding as plan structures evolve and insurers initiate new systems, products and processes to appropriately comply with the new legislative changes. The pressure for cost containment is intense as insurers react, often rapidly and without a great deal of clarity, to the new demands in the market place.

Intelligent ECM

Companies have responded to these implications in two ways: with great efficiency or with great inefficiency.  Many health insurance organizations struggle to respond due in large part to the current state of their content management systems. Companies that continue to use legacy systems that are siloed within arcane IT departments will find it difficult, if not impossible, to appropriately respond to the new legislative requirements. Business units that are un-empowered, or who must rely on makeshift homegrown approaches, will quickly fall behind. Overly complex systems that fail to support the rapidly evolving needs to retool and respond will be an Achilles heel for even the most sophisticated enterprise.

New Tools, New Abilities

There is good news for health insurers. A new breed of intelligent capture and document management tools bring a new level of agility to content management process. Next-generation software solutions integrate with existing legacy systems while providing advanced capabilities to business users. The result is more cost-effective, agile and accurate systems and workflow. Are you ready to move forward? Enlist solutions and partners that provide the right mix of expertise, vision, and advanced capabilities that will allow you to leverage the full potential of new technologies.

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Guest contributor Kevin Craine is the author of the book Designing a Document Strategy and host of the Document Strategy Podcast. He spent 15 years managing large scale document services organizations for BlueCross BlueShield. Currently, he is the managing director of Craine Communications Group. For more information visit CraineGroup.com.

 

ILG Phase 0 – Getting the proof you need to bootstrap an information governance program

Today’s Post By: Michael Nicholson, IBM ILG Subject Matter Expert

I hear it everywhere and I’ve been hearing it for 20 years.   “A program like that will never get off the ground. Where would we ever start?” You may have heard this line of thinking before, with every major tectonic shift in technology: ERP, CRM, and ECM.

Are you frustrated with mounds of information and inefficient manual processes? You and your management team probably know that information governance is the answer, but yet, you just can’t seem to get that project off the ground, due to insufficient business leader support. Business leaders in your organization make decisions based on business impact, not IT tools. They don’t necessarily want the latest and greatest platform, application, or widget. They need to manage costs, revenue, and risks to the business.

Why is it so hard to justify the cost of an information governance solution to your business leaders, when you know that it would help their bottom line?

Many of our clients state, “we have no idea how much or what type of information is out there.” Thus, when it comes time to justify the cost of an information governance solution, there are insufficient facts about the organization’s data to prove that there is a problem. Let the data tell the story and present the undisputable facts of your case. Analyze the information in your organization and present this analysis through the lens of your potential stakeholder (Legal, Security, Records, Compliance, Business, or IT).

How can you analyze all this data, when you don’t even know where to find it? IBM’s StoredIQ can help. StoredIQ is a single platform that addresses all of these stakeholders and provides analysis capability on information where it resides and the ability to act on it for various business scenarios:

  • Legal – Early Data Analysis to see how keywords, date range, scope may affect eDiscovery costs or outcome of a case. After initial culling, move/copy the ESI in a forensically sound manner for further review, processing, production. (Open architecture and EDRMXML export)
  • Records – Analyze information in place to determine record eligibility. Move/Copy to your Record Repository to declare and manage as an official record or possibly change properties.
  • Legacy Data Cleanup and Retention – Analyze information in place to determine last access, last modified, creation date, prohibited files, and context as it relates to business value
  • Data Protection and Privacy – Analyze information in place in accordance with your data protection and privacy policies and act – Move to secure area, Delete, change properties.
  • Divestitures or Mergers and Acquisitions – ensure confidential and proprietary information unrelated to the divesture doesn’t ride along or don’t merge waste from acquired entity

All of these use cases play into the broader components and processes of an ILG program. This initial analysis will help bridge the questions across these stakeholders. Before IT “cleans up” Legal will ask if there are legal holds. Records will ask if there are any records. StoredIQ allows you to quickly pivot and answer those questions proactively using the same solution and same index of the information.

This insight on the information is the bases for your Phase 0 information governance strategy. You can leverage this same analysis to develop the business case (from real facts) to justify additional projects or to bootstrap an ILG program. You can also leverage this analysis to help define better information management policies and proactively enforce them. Think of Phase 0 as gathering the facts to start the discussions with the business on reducing costs, increasing productivity, and minimizing risk.

Announcing the IBM StoredIQ and FTI Ringtail Partnership

Today IBM StoredIQ and FTI Ringtail joined forces to help your organization holistically manage the eDiscovery process. IBM® StoredIQ®, an industry-recognized solution for identifying, analyzing and acting on data, and FTI Technology Ringtail, a visual analytics legal review software, work together to support each stage of the eDiscovery process. By eliminating the manual configuration steps involved with the import and export of data. StoredIQ and Ringtail provide support for the entire EDRM process. Together, they help reduce the risk of error and can speed the entire eDiscovery process from identification and collection to formal review and production.

FTI Ringtail Visual Review, along with IBM StoredIQ (part of the IBM information Lifecycle Governance solution), helps legal teams move from volume to relevance with:

  • The power to identify and understand potential evidence rapidly across all environments
  • An efficient and transparent eDiscovery process that reduces data volumes prior to collection
  • Ringtail’s advanced analytics and predictive review features to ensure the most efficient review process for legal teams.

Covering the entire eDiscovery business process with powerful features:

  • Information Governance: IBM’s holistic approach to managing, improving, and leveraging information can help you gain insight and build confidence in business decisions and operations. Information Governance is not a one-size-fits-all program of bureaucratic procedures and expensive technologies. Instead, it is an approach that helps organizations improve data quality, create master views of key entities, manage diverse data across its lifecycle, protect sensitive information, and secure all enterprise data.
  • Identification: Gain faster access to relevant information prior to collection, giving legal and IT teams the data needed to make more informed legal decisions.
  • Preservation and Collection: Collect and preserve active electronically stored information (ESI) on over 48 common enterprise data sources and over 450 file types, including network servers, storage systems, laptops, and cloud-based data while avoiding disruptions to users.
  • Processing: Streamline the processing and loading of electronically stored information to get your projects moving quickly with transparent processing.
  • Review: Enable legal teams to automate best practices for a wide variety of review types, providing an efficient and defensible layer of quality control on all review projects. You can combine predictive review with powerful keyword search, concept clustering, and visual review to manage eDiscovery in a transparent, secure, and repeatable manner.
  • Analysis: Search, analyze, and review millions of documents and terabytes of data with industry-leading scalability, which provides unparalleled flexibility for handling both simple and complex projects.
  • Production: Flexible production format and branding options give you the confidence to fulfill even the most demanding production requirements.

Learn more about IBM StoredIQ and FTI Ringtail.