1




    Connecting Process Professionals
Moving Beyond Modelling
Microsoft Visio 2010 & Global 360 analystView 3.0

Jamie Hutchins – Microsoft
Andrew Mellor – Glob...
What’s new in Visio 2010
Investment areas include Ease of use, Process Management, and Visio Services




        Ease of ...
About Global 360



                                                       customers in           countries


            ...
The Traditional Approach




                 The Way Work Moves                            The Way Work Gets Done




   ...
Views for each type of Persona


                               Manager                         Participant        Builder...
360° Leadership




                                Document-centric BPM                          MS Human-centric BPM



...
Global 360 in the Public Sector
Empowering Organizations to Increase Efficiency
and Transform Constituent Services
Proven Implementations for Government




9   Copyright 2009 © All rights reserved. Global 360 Inc.
Government Focus is on Fundamental
     Responsibilities



        »Key Foundational Drivers
                    ‣Improve...
Government Strategies Must Address
         Today’s Needs

                The public sector is driven by the need to deli...
BPM Discipline and Technology Play an
     Important Role


       “The increasing demand for cost
       optimization in ...
Global 360 Delivers Value for Federal,
      State and Local Governments
                                             Red...
CASE STUDIES


 How Government Organizations are Achieving
 Results with Global 360




14   Copyright 2009 © All rights r...
U.S. Department of Homeland Security

      Customer Success # 72




Problem:                     Manual process to respo...
Pinellas County
     Customer Success # 138


Problem:          Unable to meet legislative public access
                 ...
Processor Dashboard




17   Copyright 2009 © All rights reserved. Global 360 Inc.
18   Copyright 2009 © All rights reserved. Global 360 Inc.
Texas Secretary of State
     Customer Success # 144

Problem: Requests for official business and commercial records,
    ...
The Solution and the Benefits

     Global 360’s BPM Solution powered by Microsoft enhances Texas Secretary of State’s
   ...
The Results



     » Enhanced Customer Service (certified turn-around
        commitment)
     » 99% of UCC orders are fi...
Visio 2010 & analystView




22   Copyright 2009 © All rights reserved. Global 360 Inc.
Moving Beyond Modelling
Increased ROI & Business Benefits




                                                            ...
Moving beyond modelling promotes continuous
     process improvement




24   Copyright 2009 © All rights reserved. Global...
Demonstration Scenario
 Insurance Claims Processing




25   Copyright 2009 © All rights reserved. Global 360 Inc.
Typical Insurance Company (TIC)
     Claims Processing


     » All Claims received on paper
        claim forms – must be...
TIC Goals/Objectives
     (Typical to Claims Processing)


     » Complete initial claims data entry for
        100% of c...
Demonstration
 Visio 2010 Process Modelling




28   Copyright 2009 © All rights reserved. Global 360 Inc.
Typical Insurance Company (TIC)
     Claims Processing assumptions


     » Approximately 420 new claims
        per day –...
Demonstration
 analystView Simulation & Optimization




30   Copyright 2009 © All rights reserved. Global 360 Inc.
Moving beyond modelling promotes continuous
     process improvement




31   Copyright 2009 © All rights reserved. Global...
Q&A


 Changing how work gets done




32   Copyright 2009 © All rights reserved. Global 360 Inc.
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Transcript of "C:\Ihc\Bp Mlink\Presentations\Bpm Link Canberra 26 05 10 V2"

  1. 1. 1 Connecting Process Professionals
  2. 2. Moving Beyond Modelling Microsoft Visio 2010 & Global 360 analystView 3.0 Jamie Hutchins – Microsoft Andrew Mellor – Global 360 Ben Turner – Global 360
  3. 3. What’s new in Visio 2010 Investment areas include Ease of use, Process Management, and Visio Services Ease of Use Process Management Visio Services • Flowcharting • Diagram • Office Fluent UI Experience Publishing • Shape Window • Structured • Rendering and Enhancements Diagrams Navigation • Diagramming • SharePoint • Data Improvements Integration Connectivity & Refresh
  4. 4. About Global 360 customers in countries revenue year history profitability process & document management 4 Copyright 2009 © All rights reserved. Global 360 Inc.
  5. 5. The Traditional Approach The Way Work Moves The Way Work Gets Done PROCESS-DRIVEN APPROACH PERSONA-DRIVEN APPROACH 5 Copyright 2009 © All rights reserved. Global 360 Inc.
  6. 6. Views for each type of Persona Manager Participant Builder Reports Process Modelling Management Dashboards viewParts Document & Forms Workflow KPIs / SLAs Simulation Analytics Case Management Document ESB 6 Copyright 2009 © All rights reserved. Global 360 Inc.
  7. 7. 360° Leadership Document-centric BPM MS Human-centric BPM “Global 360…is the one product tested here that is “Global 360 also has built perhaps the most best suited to fulfill an enterprise-wide BPM impressive integration to SharePoint... Few other strategy….” BPM vendors, if any, provide this level of runtime analytics." 7 Copyright 2009 © All rights reserved. Global 360 Inc.
  8. 8. Global 360 in the Public Sector Empowering Organizations to Increase Efficiency and Transform Constituent Services
  9. 9. Proven Implementations for Government 9 Copyright 2009 © All rights reserved. Global 360 Inc.
  10. 10. Government Focus is on Fundamental Responsibilities »Key Foundational Drivers ‣Improve Constituent Services ‣Transform for Maximum Operational Efficiency ‣Meet Environmental Requirements 10 Copyright 2009 © All rights reserved. Global 360 Inc.
  11. 11. Government Strategies Must Address Today’s Needs The public sector is driven by the need to deliver more efficient and effective citizen-centric services Constituent Service Delivery Today’s Sustainability “Go Green” Government Organizations • Reducing paper • Constituent-centric service innovation • Adapt to changing models • Time to improvement • Changing environmental expectations • Interagency collaboration • Enabling eGovernment • Delivery flexibility Operational Efficiency and Transparency and Performance Cost Reduction Management • Process transparency • Process participant productivity • Process control and quality • Automated processing / STP • Process audit ability • Case management • Risk management and reporting • Reduce administrative costs • Stimulus Funding Mandates Rapid Time to Value 11 Copyright 2009 © All rights reserved. Global 360 Inc.
  12. 12. BPM Discipline and Technology Play an Important Role “The increasing demand for cost optimization in government operations and greater visibility into government spending and results has helped to catapult BPM into government CIO agendas. BPM disciplines increase process transparency and can be used as levers for transformation and enhanced program effectiveness and customer service delivery.” -- Gartner, July 2009 12 Copyright 2009 © All rights reserved. Global 360 Inc.
  13. 13. Global 360 Delivers Value for Federal, State and Local Governments Reduce paper-related costs Pinellas Florida eliminated paper storage and Paperless to Improve public records automated handling of court case documents. Process access Filings, pleadings, etc. are scanned at intake Shorten cycle times for access by Judge, Attorney, and Clerk.. Improve service delivery The Dept of Homeland Security Deliver experienced a 42.9% efficiency savings when Reduce manual errors eGovernment they converted from manual FOIA processes. Improve productivity Improve finance Iowa automated their child support application Greater processing efficiency and admin that deals with collections issues. Case Reduced errors operations management assures payment obligations met. Texas SOS automated order processing, Enable Improved compliance import of documents, and document viewing of transparency and Reduced errors filings; audit trail details provide automated accountability reconciliation. LA County automated DNA collection process Quality Control & Insure Policy Action through process and data availability, leading Transparency Leverage Data Collection to Cold Case resolution 13 Copyright 2009 © All rights reserved. Global 360 Inc.
  14. 14. CASE STUDIES How Government Organizations are Achieving Results with Global 360 14 Copyright 2009 © All rights reserved. Global 360 Inc.
  15. 15. U.S. Department of Homeland Security Customer Success # 72 Problem: Manual process to respond to 130,000+ FOIA requests per year • Must respond within 20 working days • Costly paper-based process • Large backlog of request submissions Results: Today • Automated Case Tracking System – FIPS • Added 500 cases per month with no additional staff • 42.9% efficiency savings to electronically process more than 1 million cases • Handles 90% of FOIA cases • 24% of the average benchmark case cost 15 Copyright 2009 © All rights reserved. Global 360 Inc.
  16. 16. Pinellas County Customer Success # 138 Problem: Unable to meet legislative public access mandates; manual labor intensive process for court dockets and case information • Manual document management system for nearly one million residents • Costly paper-based and manual court case process flows • Slow disbursement & collection of fines Results: Today Automated case management makes information available online, and improves customer service • Official records access via Internet • Mobile Traffic tickets transmitted for central record • Productivity gains for Judge, Clerk of the Court etc. • Dramatically reduced costs for searching for lost Copyright 2009 © All rights reserved. Global 360 Inc. 16 and misplaced paper
  17. 17. Processor Dashboard 17 Copyright 2009 © All rights reserved. Global 360 Inc.
  18. 18. 18 Copyright 2009 © All rights reserved. Global 360 Inc.
  19. 19. Texas Secretary of State Customer Success # 144 Problem: Requests for official business and commercial records, public documents manual, time consuming process Challenge: • Reduce the amount of labour and time required to fulfill copy requests for public documents • Automate fulfillment of Uniform Commercial Code (UCC) documents “ The goal of our organization is to improve public service and turnaround by minimizing the labour- intensive tasks required to support public requests for information.” -- Head of the Business & Public Filings Division 19 Copyright 2009 © All rights reserved. Global 360 Inc.
  20. 20. The Solution and the Benefits Global 360’s BPM Solution powered by Microsoft enhances Texas Secretary of State’s service to the public with streamlined business processes, web access to public documents with self service, and ultimately reallocation of labor. • Automate Order processing - for • Expanded hours of service through incoming requests for filing documents online filing option and automatically fulfill all orders with print, fax or web. • Eliminated Overtime Hours (after hours batch jobs) and eliminated temp • Automate import of supporting workers for weekend processing of PIR documents e.g. filing acknowledgements, (Public Information Reports) filing certifications, search certificates • Reduced phone requests for • Automate letter generation of all Public searches, copy orders Information Request letters • Eliminated distribution of tapes / • Improve Controls with audit trail details microfilm / microfiche copies to service providing automated reconciliation. companies 20 Copyright 2009 © All rights reserved. Global 360 Inc.
  21. 21. The Results » Enhanced Customer Service (certified turn-around commitment) » 99% of UCC orders are filed On-Line » 100% of On-line Filings are Same Day Turn-around » 70% of All Filings now done On-Line ‣ 76% - Same Day Turn-around ‣ 20% - Next Day Turn-around » 63% productivity gain for workforce » Over $1Million annual savings – wages & overhead costs 21 Copyright 2009 © All rights reserved. Global 360 Inc.
  22. 22. Visio 2010 & analystView 22 Copyright 2009 © All rights reserved. Global 360 Inc.
  23. 23. Moving Beyond Modelling Increased ROI & Business Benefits Process Execution Simulation & Optimisation Process Discovery & Modelling Modelling Copyright 2009 © All rights reserved. Global 360 Inc. Execution 23
  24. 24. Moving beyond modelling promotes continuous process improvement 24 Copyright 2009 © All rights reserved. Global 360 Inc.
  25. 25. Demonstration Scenario Insurance Claims Processing 25 Copyright 2009 © All rights reserved. Global 360 Inc.
  26. 26. Typical Insurance Company (TIC) Claims Processing » All Claims received on paper claim forms – must be scanned and data entered before processing can commence » Successful advertising campaign has resulted in 25% increase in new policies sold » Increase in customers has had knock-on 25% increase in Claims submitted…. » Data Entry function can no longer meet internal Service Level Agreement (SLA) defined for customer service 26 Copyright 2009 © All rights reserved. Global 360 Inc.
  27. 27. TIC Goals/Objectives (Typical to Claims Processing) » Complete initial claims data entry for 100% of claims on date of submission » Provide claim acknowledgement to customer within 4 hours » Reduce number of claims in Backlog » Reduce Claims Processing Cost » Reduce number of Staff working on process (Employee Fixed Cost) 27 Copyright 2009 © All rights reserved. Global 360 Inc.
  28. 28. Demonstration Visio 2010 Process Modelling 28 Copyright 2009 © All rights reserved. Global 360 Inc.
  29. 29. Typical Insurance Company (TIC) Claims Processing assumptions » Approximately 420 new claims per day – equally split across Life, Dental and Health » Team of 8 handling Data Entry and initial processing functions » Data Entry and initial processing takes between 4 and 20 minutes per claim 29 Copyright 2009 © All rights reserved. Global 360 Inc.
  30. 30. Demonstration analystView Simulation & Optimization 30 Copyright 2009 © All rights reserved. Global 360 Inc.
  31. 31. Moving beyond modelling promotes continuous process improvement 31 Copyright 2009 © All rights reserved. Global 360 Inc.
  32. 32. Q&A Changing how work gets done 32 Copyright 2009 © All rights reserved. Global 360 Inc.

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