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Adaptive Case Management Awards Ceremony 2016
The WFMC Awards for Case Management Global Excellence 2016 recognized innovative implementations in case management across various sectors, highlighting significant improvements in efficiency, cost savings, and customer satisfaction. Nominees included organizations like Fujitsu America, Salesforce, and Molina Healthcare, showcasing technologies such as IBM Case Manager and adaptive case management solutions. The awards emphasized the transformative impact of effective case management systems in addressing complex business challenges and enhancing organizational workflows.
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Adaptive Case Management Awards Ceremony 2016
- 1. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Welcome to WfMC Awards for Excellence in Case Management 2016 Presented by Keith Swenson, WfMC Welcome by Layna Fischer, Future Strategies Inc Sponsored by
- 2. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: 5th Annual WfMC Awards for Excellence in Case Management Judges: Fred Cummins David Duggal Keith Harrison-Broninski Dana Khoyi Tom Shepherd Marco Brambilla Karl Walter Keirstead Alberto Manuel Sandy Kemsley Nathaniel Palmer (director) Keith Swenson (Founder) Chuck Webster William A. Brantley Steinar Carlsen John Matthias Dermot McCauley Frank Michael Kraft Irina Rychkova Alexander Samarin Jacob Ukelson WfMC Awards Director: Layna Fischer, Future Strategies Inc
- 3. Sponsored by: Assessment Criteria •Innovation – Innovative use of Adaptive Case Management to solve unique problems – Creative and successful implementation of advanced ACM concepts – Level of integration with other technologies and legacy systems – Degree of complexity in the business process and underlying IT architecture • Implementation – Successful Case Management implementation methodology – Size, scope and quality of change management process – Scope and scale of the implementation (e.g. size, geography, inter- company processes) • Impact – Extent and quantifiable impact of productivity improvements – Significance of cost savings – Level of increased revenues, product enhancements, customer service or quality improvements – Impact of the system on competitive positioning in the marketplace – Proven strategic importance to the organization's mission – Degree to which the system enabled a culture change within the organization and Case Management methodology for achieving that change
- 4. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Fein Such Kahn & Shepard nominated by Fujitsu America Situation • New Jersey based legal firm with 300 caseworkers (lawyers) • Clients, investors, jurisdictions introduce new requirements daily, altering workflow • 33-50% of all paralegal work was manual exception handling • Work duplication between internal case system and different web based systems. Implementation & Innovation • 300 different processes were modeled in BPMN. • UI developed collect case status will large number of ad-hoc actions taken at any time. • Jackrabbit for doc management • Cloud based deployment. • Agile development approach: updates every 2 weeks. Benefits • Overall time and work per case reduced an astounding 50% • One place to go to find the status of any company action • Metrics showing the progress of all work activities • Assurance that the proper procedure is being followed. • Less time looking for documents • Fewer misplace documents Technology: Fujitsu Interstage BOP - business process and case management suite hosted and managed on Fujitsu’s TPS5 trusted public cloud Karen Tobin, Mario Serra, Amy DeAngelus, Gerben Kranenborg, Neal Wang, Faisal Ansari, Mahesh Giri
- 5. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Genpact Neural Intelligent Platform Genpact nominated by Salesforce Situation • Contact centers have long queues • Language barrier • Agent are not updated, Inconsistent • Too many handoffs, multiple data sources • Wasted time and poor customer experience Implementation & Innovation • Genpact Neural Intelligent platform • Accepts queries in human language • Interprets queries and investigates the problem based on its corpus of knowledge, like a human SME • Provides probable resolutions with confidence score • Learns continuously from every transaction • Can be leveraged in multiple, industry specific solutions Benefits • Consistency of knowledge and training • Disparate data for agent now in ONE place • Globally leveraged across training and production • 24/7 Support • Excellent customer experience • No Language Barrier Technology: Machine Learning-based solution with Predictive analytics to answer the next likely question and advising on next best actions
- 6. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Grinnell Mutual Reinsurance Company nominated by Hyland, creator of OnBase Situation • Claims and Underwriting departments had little visibility into one another’s workloads and decision processes • No easy way to collaborate and track notes on policies or claims • Information was scattered across paper files, network shares, email inboxes and an AS400 processing system Implementation & Innovation • System administrator point-and- click configured a flexible case management application to support the vital areas of policy underwriting and claims management • Built on underlying content repository, leveraging native integration and workflow functionality Benefits • Empowers underwriters and claims adjusters with 360-degree view of all policies and related content and notes • Improves cross-departmental collaboration • Enhances customer service with easy access to all information and a record of all interactions • Increases visibility to streamline audits and support compliance Technology: • Case management solution for claims/underwriting using OnBase by Hyland Missy Gaul, Grinnell Mutual Reinsurance Company Carla Kelling, Grinnell Mutual Reinsurance Company Jennifer Abraham, Hyland, creator of OnBase Amanda Ulery, Hyland, creator of OnBase Ashley Topping, Hyland, creator of OnBase
- 7. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: LDS Church nominated by Vega ECM Solutions Situation • Global Accounts Payable Operation • Myriad of Ad-hoc Exceptions & Dynamic Issue handling • High Value Approvers Mobility • New Service Oriented Architecture Implementation & Innovation • Automated Repetitive Tasks • All Exceptions can be addressed quickly • Rapid Deployment & Training • Mobile Case Approvals • SOA Architecture Benefits • Invoice volumes up 300+ per person/day • Better responsiveness, visibility and control • Non-PO invoices reduced to 45 mins from 7 days • Cost of processing down more than 25% • High Value Invoice handling down 75% Technology: IBM Case Manager, IBM Content Navigator Nate Hatch – Director Enterprise Application Management Jasen Mikals – Director of ECM and DevOps Paul Heiner – ICS Solutions Analyst Christine Barton - Sr Project Manager
- 8. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Sponsored by: Situation • Business communication demands daily for new document templates used for high volume batch and online document production • Business users need massive implementation support from IT • Lacking flexibility with several media breaks due to weak integration of involved systems • Insufficient change management Implementation & Innovation • Empowerment of business users to control the complete document life cycle according to their needs • Adaptive Case Management facilitates effective collaboration among all involved parties across change management and release process phases • IT support needed only for data integration interfaces Leading European Bank nominated by ISIS Papyrus Benefits • 50% time reduction in the templates development phase • Up to 90% time reduction in the release phase • Flexible document release process enabled by cross-department change management • CI and consistency paired with efficiency due to large-scale reusability of building blocks • Reporting and auditing transparency Technology: Built on Papyrus Adaptive Case Management & High-Productivity Enterprise Communication Platform The bank - one of the largest economic players in the world with presence in more than 70 countries and over 180,000 employees - turned to ISIS Papyrus for increased efficiency and timeliness of banking correspondence production processes and facilitated collaboration of Business and IT.
- 9. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Molina Healthcare, a FORTUNE 500, multi-state health care organization offers health information management solutions to nearly five million individuals and families who receive their care through Medicaid, Medicare and other government-funded programs in fifteen states. Molina Healthcare, Inc. nominated by Datum Solutions Situation • Manual processing of paper charts. • Inability to meet compliance and audit requirements. • Inability to share information across different departments. • Potential risk of millions of $$ in lost revenue and audit penalties. Implementation & Innovation • Centralization of medical records in a single repository. • Charts integrated with a case management solution. • Automatic coding for medical charts. • Enhanced turn-around-times in meeting reporting deadlines. Benefits • Improved operational efficiency. • Reduced operating costs. • Accelerating data retrieval by 50% • Cutting errors rates by 25% • Avoiding penalties of up to $20 million. • Ability to meet audit and compliance requirements. • Potential qualification for millions of $$ in bonus payments. Technology: IBM Enterprise Content Management with IBM Case Manager, IBM Content Navigator, IBM Content Collector, and IBM Forms. Submitters: Rohit Gupta, Director, Molina Healthcare, Inc., and David Gomez, Jr., VP, Datum Solutions.
- 10. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Do more with less Unicredit Leasing Croatia nominated by EMC Corporation Situation • Inefficient Processes • Lack of real-time Visibility into Documents • Needed to retain their #1 leasing provider competitive status • Needed to further improve responsiveness to customers/partner • Increased Regulations Implementation&Innovation • Underwriting Tool (UWT) • Includes inovative Adaptive Case Management • Integrated DMS & Rules Management • Real time monitoring • Modern intuitive interface Benefits More commercial time and improved decision making resulting with: • Increased sales (by 80%) • Increased market share (25%) • Improved Service quality (Customer Satisfaction index (TRIM) at 100) All realized with minimum increase of FTE’s Technology: MOLA MOLA Business Visualizer; SCHUFA Decision Support System; EMC Capture and Advanced Recognition; EMC Documentum xCP – EMC; EMC Documentum Platform
- 11. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: URAC nominated by AINS Situation URAC—a leader in promoting health care quality through accreditation, education, and measurement Automate & modernize legacy AccreditNet system Disconnected business processes Lack of transparency Implementation & Innovation: Agile implementation Streamlined architecture Portal gives customers a view of their applications Benefits: 98% customer satisfaction Process time reduction—improved quality Saved $ on O&M Streamlined on-site visit schedule Technology: eCase® Adaptive Case Management Platform eCase Internal and External Portals
- 12. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: WPS Health Solutions nominated by Hyland & Naviant, Inc. Situation • Provider enrollment process took 62 days, with a backlog of thousands of providers • Tracking work in spreadsheets, in email and on paper, managers and case workers couldn’t easily find information they needed to complete work • Challenges meeting customer expectations for timeliness Implementation & Innovation • Implemented a solution in 17 weeks, leveraging robust case management and workflow capabilities • System completes mundane system tasks and equips knowledge workers to more effectively and efficiently make difficult decisions, adapting to different scenarios Benefits • Within six months of deployment, reduced average time to complete provider enrollment from 62 days to 19 days – a 72% improvement • Simplifies compliance, ensuring that all timeliness and quality requirements are met • Expected to capture more than $20 million in savings over the next five years Technology: • Case management solution for provider enrollment using OnBase by Hyland Janet Kyle, WPS Health Solutions Sheila Bechmann, WPS Health Solutions Mark Miller, Naviant, Inc. Jenifer Barnum, Naviant, Inc. Amanda Ulery, Hyland, creator of OnBase Judy Mann, Hyland, creator of OnBase
- 13. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: 2016 Winners Recap… • Fein Such Kahn & Shepard nominated by Fujitsu America • Genpact nominated by Salesforce • Grinnell Mutual Reinsurance Company nominated by Hyland, creator of OnBase • LDS Church nominated by Vega ECM Solutions • Leading European Bank nominated by ISIS Papyrus • Molina Healthcare, Inc. nominated by Datum Solutions • Unicredit Leasing nominated by EMC Corporation • URAC nominated by AINS • Wisconsin Physicians Service Insurance Corporation nominated by Hyland and Naviant, Inc. Congratulations!
- 14. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: All books are available on Amazon.com in Print and Kindle Format Both Print and Digital Editions from BPM-BOOKS.com 2016 Winners will be published in the next edition on the Excellence in Practice series. Previous winners received additional recognition through publication in these books
- 15. Sponsored by: WfMC Awardsfor Case Management Global Excellence Awards 2016 Sponsored by: Our congratulations again to the Winners! Keith Swenson, WfMC Chair Nathaniel Palmer, Executive Director, WfMC Layna Fischer, Awards Director and Publisher Future Strategies Inc. The slides will be posted to http://adaptivecasemanagement.org/.