Focus Number of clients – 160 – number of implementations over 25 Japan – still very small
Normally what makes companies special is what they cannot automate – those are our target use caes Unpredictable processes increasing service expectation because of ubiquitous technology how to make complex decisions consistent and better outcomes rapid process change leak of knowledge Leading organizations are pursuing new approaches to enabling their knowledge workers They ’re experiencing increased costs and risks due to the ad-hoc and routine nature of knowledge work. Customers are demanding greater service – the inability to deliver on this carries reputational risks and customer attrition Organizations are financially driven to “do more with less” placing the burden on knowledge workers to become more productive Current systems and processes also limit organizations ’ abilities to respond to market dynamics such as competitive pressures and regulatory controls that impact the knowledge worker. One of our customers, a Metropolitan Police Pension Organization, n eeded to provide better service and support in areas from member enrollment to account management. It had difficulty managing enormous volumes of member, retiree, and beneficiary information. The organization was slow to respond to member requests. And the current system was complex with limited flexibility and high maintenance costs.
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ICM brings all the tools needed to provide case management into a single offering. Process tools like BPM and Rules Mgmt Content engine for content and data repository – plus audit control and retention Widget based UI for 360 view of data and content – plus access to analytics Analytics for process control and decision support services Social tools and collaboration Rapid process design and change environment
The need Ace Insurance needed to respond quickly to marketplace opportunities and threats and the insurer’s business users could not deploy changes in a timely manner. These users were leveraging antiquated, legacy systems which required custom coding for any change request. ACE also wanted to expand regional deployments of both their underwriting and high frequency claims processes globally. The solution ACE was looking for a dynamic platform that would enable them to address the demands from the business and reduce development cycles. The solution includes migrating from their existing systems to a set of ECM capabilities including IBM Case Manager. The phased deployment will support the underwriting portal and cellular phone insurance claims operations. The solution also empowers non-technical business analysts to create, manage and adapt applications for their specific areas. The benefits IBM Case Manager dramatically reduces the time needed to process criminal background check applications, helping the agency protect the children within the State The new ICM architecture can support deployment of efficient solutions for other business areas while remaining independent of other agencies
State of NY OCFS (Office of Child and Family Services) About Company This US state agency for Office of Children and Family Services serves one of the largest states in the US by promoting the safety, permanency and well-being of our children, families and communities. OCFS is dedicated to improving the integration of services for the state’s children, youth, families and vulnerable populations; to promoting their development; and to protect them from violence, neglect, abuse and abandonment. Their many programs and services are centered around foster care, adoption and adoption assistance, child protective services including operating the Statewide Central Register for Child Abuse and Maltreatment, preventive services for children and families, services for pregnant adolescents, and protective programs for vulnerable adults. Business Need Due to changes within the parameters of existing laws, the State OCFS required extensive modifications to their Criminal History Review System (CRHS) - a tracking system for anyone applying for work at a daycare, adoption or foster care ensuring that no child is placed into a home where the person has a criminal background. For example, all workers must be fingerprinted before employment. This process used to take up to 3 months to check with numerous departments. With the current solution, they dropped to 2 days. Now they need to upgrade to P8 in addition to the ‘case’ modifications required of their application. OCFS is proud to be able to allow a foster parent to quickly seek adoption and not add more than 1-2 days to their adoption process. Their business need to protect the children of the State is real and critical. One error and a potentially harmful person may land up working closely with a child. OCFS is looking to build a very secure, robust and reliable system for the future.
Name change to reduce internal/external confusion with IBPM and better describe our focus on case-based solutions. To be announced externally with the 5.2 release in March 2013 Packaging and licensing remain exactly the same as FileNet BPM Process Engine runs in JEE combined with Content engine (named Content Platform Engine) Combines Content Engine, Process Engine, Component Manager, and Case Analyzer Publishing Service into single engine/installation Greatly reduces TCO of platform for customers Unified CE-PE server administration console (ACCE) ACCE migrated to Nexus-OneUI framework Enable Database simplification and consolidation Support for Process Stores to be defined in database schema Process engine can now service multiple process stores Case Analyzer can publish to multiple Datamarts Case Analyzer/Monitor improvements Publish Case Analyzer datamart to DB2, Oracle on Linux/Unix in addition to SQL Server Remove MS dependency for Case Monitor Near time monitoring to allow Monitor to report on both historical and active processes Products removed from the BPM bundle being announced at eGa ECM Widgets, path forward is Navigator evWorks - Developing ECM Widgets solution in Content Navigator Business Process Framework, path forward is IBM Case Manager devWorks – BPF to ICM Transition Guide -
A) Complex product for a complex requirement Case management is fundamentally an unstructured process area Strong need to prove its capabilities – POC, POT, Workshops, BVAs – key proof points Need to find use case and work with a partner or Services to develop an application B) Case not BPM Work with client to understand need, understand ongoing problems, understand value Goes to their core business value Sell against Pega and against BPM and against P8