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ANZ Momentum Day 2012
 

ANZ Momentum Day 2012

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ANZ Momentum Day 2012

ANZ Momentum Day 2012

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    ANZ Momentum Day 2012 ANZ Momentum Day 2012 Presentation Transcript

    • © Copyright 2011 EMC Corporation. All rights reserved. 1
    • Correspondence Management Freedom of Information Request Processing Tim Marsh CSC Global Alliance Manager Lee Emery Staff Systems Engineer MOMENTUM DAY ANZ 2012 | SYDNEY| 29TH AUGUST 2012© Copyright 2011 EMC Corporation. All rights reserved. 2
    • Enhancing Government Services and Transparency via the BizCLoud© Copyright 2011 EMC Corporation. All rights reserved. 3
    • The FoI Challenge • Information incomplete/misplaced • Lack of visibility to requests, past and present • Difficulty of enforcing compliance • Processes are inefficient as they are run today
    • EMC Case Management CONTENT POLICIES PEOPLE COLLABORATION PROCESS c DATA CRITICAL ELEMENTS MOMENTUMCUSTOMER INFORMATION IN ALL DAY ANZ 2012 | SYDNEY| 29TH AUGUST 2012 CONTEXT`© Copyright 2011 EMC Corporation. All rights reserved. 5
    • Where Does FoI Fit In? Case Management Straight- Collaborative Ad Hoc / One-Off Workflow through Process Exceptions Instances FoI BPM© Copyright 2011 EMC Corporation. All rights reserved. 6
    • Anatomy of a Case Management Solution Kevin Johnson Submit an Application eForm or Kevin downloads fills out application on Website Form is submitted Enterprise Content Management CASE MANAGEMENT PLATFORM© Copyright 2011 EMC Corporation. All rights reserved. 7
    • Electronic Lodgement© Copyright 2011 EMC Corporation. All rights reserved. 8
    • Electronic Lodgement© Copyright 2011 EMC Corporation. All rights reserved. 9
    • Electronic Lodgement© Copyright 2011 EMC Corporation. All rights reserved. 10
    • Electronic Lodgement© Copyright 2011 EMC Corporation. All rights reserved. 11
    • Electronic Lodgement© Copyright 2011 EMC Corporation. All rights reserved. 12
    • Anatomy of a Case Management Solution A customer file is automatically created and routed to a external database or rules-engine for validation Enterprise Content Management External System Access CASE MANAGEMENT PLATFORM© Copyright 2011 EMC Corporation. All rights reserved. 13
    • Anatomy of a Case Management Solution Customer notified to submit additional documents Phone SMS email All communications External system automatically added determines what to case file additional documents need to be submitted. External System Integration Customer Communications CASE MANAGEMENT PLATFORM© Copyright 2011 EMC Corporation. All rights reserved. 14
    • Customer Communication Demonstration© Copyright 2011 EMC Corporation. All rights reserved. 15
    • Anatomy of a Case Management Solution Customer sends electronic and physical documents Supporting Document Verification (via email) (via fax) Physical documents are scanned. All documents automatically added to case file Capture CASE MANAGEMENT PLATFORM© Copyright 2011 EMC Corporation. All rights reserved. 16
    • Anatomy of a Case Management SolutionCase file is routedthrough processingworkflow forevaluation andapproval. Business Process Management CASE MANAGEMENT PLATFORM © Copyright 2011 EMC Corporation. All rights reserved. 17
    • FoI Request - Case Processing Collection Attach to & Culling request Discovery Analysis & Review Advanced Analytics And Visualization Universal Content Advanced Risk Access Management & Decision Support Real-time Knowledge Access© Copyright 2011 EMC Corporation. All rights reserved. 18
    • FoI Request - Case Processing Intelligently File System Identify Records Attach records to FoI request Email Server SharePoint Content Repositories Personal Email Archives Notebook and Desktop Documentum Documentum MOMENTUM DAY ANZ 2012 | SYDNEY| 29TH AUGUST 2012© Copyright 2011 EMC Corporation. All rights reserved. 19
    • FoI case Worker Demonstration© Copyright 2011 EMC Corporation. All rights reserved. 20
    • Anatomy of a Case Management SolutionCase file is routedthrough processingworkflow forevaluation andapproval. Business Process Management CASE MANAGEMENT PLATFORM © Copyright 2011 EMC Corporation. All rights reserved. 21
    • Anatomy of a Case Management Solution Upon approval additional documents and All communications correspondence are added to the case file automatically generated and delivered to customer Customer Communications CASE MANAGEMENT PLATFORM© Copyright 2011 EMC Corporation. All rights reserved. 22
    • Anatomy of a Case Management Solution Completed case file is declared a record and assigned a retention period. Compliance CASE MANAGEMENT PLATFORM Case file is moved to most cost effective storage Compliance according to IT CASE MANAGEMENT PLATFORM policies Storage Management© Copyright 2011 EMC Corporation. All rights reserved. 23
    • Anatomy of a Case Management Solution FoIRequest Visibility Dashboards CASE MANAGEMENT PLATFORM © Copyright 2011 EMC Corporation. All rights reserved. 24
    • EMC Solutions Catalogue© Copyright 2011 EMC Corporation. All rights reserved. 25
    • Sample Vertical Applications Energy & Public Sector Utilities Financial Services Insurance Healthcare• Process safety • Correspondence • Loan processing • P&C claims • Member management Management processing enrollment • Investor• FERC eTariff • Benefits eligibility servicing • Underwriting • Payer claims processing• Transmittals • Investigative case • New account • New account process management opening opening • Policy & procedure• Well log file • Grants • Dispute • Policy management management management resolution management • Virtual patient• SOP processing • Tax processing • Wealth records Management • Legal contracts • Unemployment management • Welfare Services© Copyright 2011 EMC Corporation. All rights reserved. 26
    • Case ManagementHorizontal Applications Finance Human Customer Legal Corporate Resources Service Services • Accounts payable • Benefits • Customer • Contracts • HR on-boarding administration correspondence management • Accounts • Environment, receivable • Employee • Call center • Legal matter health and safety on-boarding management • Claims and • Constituent • Facilities and dispute • Employee service • Auditing and equipment resolution off-boarding compliance management • Supplier • Employee • Quality and management performance performance review monitoring • Order-to-cash • Travel • Procure-to-pay management© Copyright 2011 EMC Corporation. All rights reserved. 27
    • THANK YOU