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WfMC Awards for Case Management Global Excellence Awards 2013 Welcome to WfMC Awards for Excellence in Case Management 2013 Media support by.

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1 WfMC Awards for Case Management Global Excellence Awards 2013 Welcome to WfMC Awards for Excellence in Case Management 2013 Media support by

2 WfMC Awards for Case Management Global Excellence Awards 2013 3 rd Annual WfMC Awards for Excellence in Case Management Lead Judge: Max Pucher Criteria Contributor: John Matthias Judges: Fred Cummins David Duggal Keith Harrison-Broninski Dana Khoyi Tom Shepherd Marco Brambilla K Walter Keirstead Alberto Manuel Sandy Kemsley Nathaniel Palmer (director) Keith Swenson (Founder) Chuck Webster Awards Director: Layna Fischer, Future Strategies Inc

3 WfMC Awards for Case Management Global Excellence Awards 2013 Awards Ceremony for WfMC Awards for Excellence in Case Management Categories Back Office Construction and Big Projects Financial Knowledge Worker Innovation Legal and Courts Public Sector Shipping and Logistics

4 WfMC Awards for Case Management Global Excellence Awards 2013 Finalists Across All Categories Axle Group Holdings Ltd., nominated by EmergeAdapt CargoNet AS, nominated by Computas AS Department of Transport, South Africa, nominated by EMC Corporation Directorate for the Construction of Facilities for EURO 2012, nominated by PayDox Business Software Fleet One, nominated by 4Spires Info Edge Pvt. Ltd, nominated by Newgen Software Technologies Ltd National Courts Administration of Norway, nominated by Computas AS Texas Office of the Attorney General Crime Victim Services Division, nominated by IBM U.S. Department of Housing and Urban Development (HUD), nominated by AINS, Inc. UBS Bank, nominated by Whitestein Technologies

5 WfMC Awards for Case Management Global Excellence Awards 2013 Info Edge India Ltd nominated by Newgen Software Technologies Limited Back Office 5 Production Use of Case Management Axle Group Holdings Ltd nominated by EmergeAdapt Limited Adaptive Use of Case Management

6 WfMC Awards for Case Management Global Excellence Awards Adaptive use of Case Management in the Back Office Axle Group Holdings Ltd nominated by EmergeAdapt Limited Paul McGlynn CEO EmergeAdapt Andrew Porter Head of IT National Tyres and Autocare Alan L. Revie Executive Chairman Axle Group Holdings Ijonas Kisselbach CTO EmergeAdapt Situation Axle Group Holdings, parent company of National Tyres and Autocare (220 high street branches and web), National Fleet, Tyre Shopper and Viking International. Growth needs of business promoted renewed strategy for investment in IT Existing technology at end-of-life. Desire to consolidate and standardise processes supporting eCommerce, refreshing with cloud-based technology

7 WfMC Awards for Case Management Global Excellence Awards 2013 Axle Group Holdings Ltd Implementation & Innovation Build of 4 eCommerce sites integrated to case management within 12 months Consolidating multiple back office systems into a single case management platform Case templates provide high degrees of business-led change, and provide Axle with a platform to rollout new processes Configuration of the same case management platform for a claims management company Benefits Cloud approach saves US$100k pa in staff and infrastructure Improved process efficiency with straight-through processing Reduced cost of change based on end-user configured case templates Improved insight into order exceptions giving management clear guidance on staff training Smart case buckets allow managers to respond quickly to changing work patterns and to organise staff into appropriate teams Permissions allows managers to control the information individual users can access, and what processing they can carry out Case worker experience improved, less training required Managers can easily configure tasks lists which can both automate process while providing support for the case worker. Real time case status indicators allow managers to react quickly to case exceptions Technology EmergeAdapt is the Systems Integrator CaseBlocks - SaaS Case Management platform for front and back-office

8 WfMC Awards for Case Management Global Excellence Awards 2013 Production use of Case Management in the Back Office Info Edge India Ltd nominated by Newgen Software Technologies Limited Overview Info Edge India Ltd. is Indias leading online classifieds company with a strong portfolio of brands, experienced management team and a business model that is driven to further capitalize on its first phase of growth. The company wanted a robust, scalable, enterprise class solution for Naukri.com, Indias biggest jobsite and its flagship brand. They were looking for a solution to standardize five core processes namely resume writing, cover letter, application writing, and info-graphic resume and video resume script writing. Situation Lack of complete process visibility/transparency in processes Isolation of departments/work, no proper communication channels Delays in customer response resulting in poor customer satisfaction scores Manual work distribution process resulting in poor resource utilization Handling the extensive volume of transactions related to the job application process No repository to maintain the transactional data

9 WfMC Awards for Case Management Global Excellence Awards 2013 Benefits Efficient tracking and monitoring of each case Faster resolution of customer requests resulting in higher Customer Satisfaction Greater Market Penetration Repository to maintain all transactional data Automatic work distribution leading to reduction in Turn-Around-time and Operational Costs Dynamic Case Management suite including OmniFlow TM, OmniDocs TM Business Analytics Newgen proposed a new process - PROagile approach Technology Implementation & Innovation Goal driven dynamic case management aligned with business strategies Automatic work distribution based on skill set Convergence of BPM, ECM with complex event processing to support dynamic case management Drill down analytics for process visibility and user accountability Automatic Case Management pattern for work distribution Implementation of Incident Management processes that respond to unpredictable events

10 WfMC Awards for Case Management Global Excellence Awards 2013 Construction and Big Projects 10 Directorate for the Construction of Facilities for Euro 2012 nominated by PayDox Business Software Adaptive Use of Case Management

11 WfMC Awards for Case Management Global Excellence Awards 2013 Adaptive use of Case Management in Construction and Big Projects Directorate for the Construction of Facilities for Euro 2012 nominated by PayDox Business Software Preparations for the 2012 UEFA European Football Championship «EURO-2012» required implementation of large-scale projects in the construction and renovation of stadiums. Situation Ukrainian State Enterprise «Directorate for the construction of facilities for EURO 2012» was specifically established to manage construction of sports facilities. This organization became the General Customer of the project management system The production of such works required an information technology, able to exercise flexibility in the management of a large number of business processes The project management was implemented on the PayDox ACM

12 WfMC Awards for Case Management Global Excellence Awards 2013 Directorate for the Construction of Facilities for Euro 2012 Technology INTSOL IT-integration PayDox Adaptive Case Management Benefits The dramatic reduction of the number of overdue assignments and documents Significant reduction of processing time of documents, orders and tasks Optimization of collaboration between geographically distributed employees The number of oral («telephone») assignments and tasks significantly decreased. The management of one-time and current tasks became computerized Implementation & Innovation Sociality and simplicity – the key advantages of the system. All managing projects oriented on results, a process to achieve these results is adapted along the way The ACM works as a web application serving unlimited users from a single web-server. The system lets to collect, process, store and electronically reconcile a large number of tasks, documents, videos, construction drawings and images

13 WfMC Awards for Case Management Global Excellence Awards 2013 Financial Domain 13 UBS Bank nominated by Whitestein Technologies Adaptive Use of Case Management

14 WfMC Awards for Case Management Global Excellence Awards 2013 Adaptive use of Case Management in the Financial Domain UBS Bank nominated by Whitestein Technologies UBS AG is a Swiss global financial services company headquartered in Basel and Zürich, Switzerland, operating in more than 50 countries with about 63,500 employees globally. Situation UBS is embarking on a strategy to establish, and in some cases re-establish, presence in multiple global emerging markets spanning Latin America, MENA, and APAC. UBS is enhancing their global wealth management operations with client-centric collaboration, operational visibility and adaptive process improvement.

15 WfMC Awards for Case Management Global Excellence Awards 2013 UBS Bank Implementation & Innovation Solution focused on automating the phases of client case management including prospecting, onboarding and advisory (building an asset portfolio). Launched a single, modular, client-centric front office platform for wealth management that can be deployed and integrated rapidly with any existing application infrastructure Client interaction through new user interface supports ad-hoc annotations, collaborative decision making on case state to progress a workflow, attachment of documents etc Benefits Compliance suitability, restriction checks, product matching, and other topics including approvals are considerably accelerated, more accurate, and auditable Reduced capital investment in new deployments Automatic auditing of all actions performed by users provided full accountability and decision tracing. Goal-driven governance provides measures and optimization control points Technology Living System's Process Suite (LSPS) from Whitestein Technologies. 'PM1' portfolio management suite built with LSPS by Expersoft Systems.

16 WfMC Awards for Case Management Global Excellence Awards 2013 Knowledge Worker Innovation 16 WEX Fleet One nominated by 4Spires Adaptive Use of Case Management

17 WfMC Awards for Case Management Global Excellence Awards 2013 Adaptive use of Case Management in Knowledge Worker Innovation WEX Fleet One nominated by 4Spires Making & keeping commitments improves accountability, drives results, builds trust. Stacey Bright, Marketing Dir, Fleet One David Arella, CEO, 4Spires Situation Midsize company provides vehicle fleets with fuel cards and financial services Marketing department struggling with coordinating activities across 9-person team Keeping track of dozens of ongoing/overlapping deliveries Searching for two years to find a tool to support collaboration dependencies

18 WfMC Awards for Case Management Global Excellence Awards 2013 WEX Fleet One Implementation & Innovation Structured, but flexible coordination of multiple deliveries against tight deadlines Knowledge workers make and track commitments through delivery Easy linking of task dependencies Seamless integration with pre-existing CRM and document management system. Self implemented within 30 minutes 15 users handling dozens of deliveries/mo. 100% user commitment to new practices Benefits Visibility across all projects by whole team Improved coordination and on-time deliveries Improved efficiency and execution Clear accountability and follow up New work practices support making and keeping explicit delivery agreements Technology CommitKeeper software provided by 4Spires Implemented on Salesforce.com platform

19 WfMC Awards for Case Management Global Excellence Awards 2013 Texas Office of the Attorney General Crime Victim Services Division nominated by IBM Corp. Legal and Courts 19 Production Use of Case Management National Courts Administration of Norway nominated by Computas AS Adaptive Use of Case Management

20 WfMC Awards for Case Management Global Excellence Awards 2013 Adaptive use of Case Management in the Courts The Norwegian Courts Administration nominated by Computas AS Olav Berg Aasen – Deputy Director General Astrid Irene Eggen – Senior Advisor Endre Helgesen Skjetne – Senior Advisor. Situation Case handling and court management for all 1 st and 2 nd instance courts High-quality uniform case handling in accordance with procedural law Improve service-level for parties / actors / public Improve efficiency and effectiveness of the Norwegian courts Improve integration with other judicial actors

21 WfMC Awards for Case Management Global Excellence Awards 2013 The Norwegian Courts Administration Implementation & Innovation Adaptive task support for judges and staff Context- and user-sensitive task templates A personal worklist for every user, a work folder for every case Judicial collaboration hub – police, prosecutors, correctional services Communication external stakeholders 200 case types, 700 task templates 1 200 daily users, 200 000 yearly legal cases, 7 000 docs produced daily Benefits From sequential to parallel case processing Cross-organizational scheduling and resource management Built-to-change, adapting to business changes Document production and merging based on case data Adopting LOVISA and electronic archives Mutually synergetic Hide archiving nitty-gritty Work performance focus simplifies training Can be used directly in courts or in office Technology Built on the ACM framework FrameSolutions Java from Computas AS Task engine, rule engine, organization model, shared information platform Declarative representation of business logic

22 WfMC Awards for Case Management Global Excellence Awards Production Use of Case Management in the Courts Texas Office of the Attorney General Crime Victim Services Division nominated by IBM Situation The Texas Office of the Attorney Generals Crime Victim Services Division provides victims of violent crimes a means to apply for eligibility for the Crime Victims Compensation Program, which pays medical and other bills related to the crime. Dated system was close to failure, which would have negatively impacted victims claim processing as well as legislative mandated measures, putting federal funding in jeopardy. Work unpredictability was burdensome to existing system of manual processes.

23 WfMC Awards for Case Management Global Excellence Awards 2013 Texas Office of the Attorney General Crime Victim Services Division Implementation & Innovation Initiates pre-defined and ad hoc tasks, with email or workflow notifications supporting work unpredictability Provides for improved reporting, content analytics and trend analyses relative to the nature of the crime victim services required Starts cases without all required information, allowing the jumpstart of an investigation Leverages business rules to drive the assignment of cases, including staff availability, case type, and degree of relatedness Benefits Enhances the speed and quality of case outcomes by tailoring work to the way Knowledge Workers worked Improves allocation and utilization of resources because the system provides a 360 degree view of the work processes and workload status Offers better reliability, security and lower long term operating cost through cloud-hosting Platform approach lends itself to next phases: mainframe replacement and social networking Technology IBM Business Partner – Adjacent Technologies Inc. IBM Case Manager platform

24 WfMC Awards for Case Management Global Excellence Awards 2013 Public Sector 24 U.S. Department of Housing and Urban Development (HUD) nominated by AINS, Inc. Adaptive Use of Case Management

25 WfMC Awards for Case Management Global Excellence Awards Adaptive Use of Case Management in Public Sector U.S. Department of Housing and Urban Development nominated by AINS, Inc. Edie Pembleton, Program Manager, OCIO Charles Butler, Director, PMO, Office of the Chief Human Capital Officer Karen Newton Cole, Deputy Chief Human Capital Officer Kevin Cooke, Deputy Chief Information Officer Situation Cabinet level Department responsible for national housing programs Mission effectiveness dependent on effective Correspondence and HR Mandate for new technology to address both requirements Service Delivery Improvements & Cost ReductionsStreamlined Business Processes Automated workflows replacing manual & paper business processesMigration solution for retiring platforms Non-standard & labor intensive correspondence processesRedundant and costly HR processes and systems HR business needs not metRetiring IT platforms

26 WfMC Awards for Case Management Global Excellence Awards 2013 U.S. Department of Housing and Urban Development Implementation & Innovation Correspondence & HR events treated as cases Leveraged existing technologies, acquisition strategies & platforms for multiple lines of business Faster To Market time Support ad hoc workflow flexibility Migrate historical data Integrate with Microsoft product suit and SharePoint Migration solution to retiring platforms Provides alerts, reminders, ticklers Reuse templates Inherit capabilities across applications Leverage portal for better user experience Support 10K+ users nationally Positions HUD as a service provider to other Agencies, sharing cloud & hosted environments Benefits Improved service to internal/external stakeholders More consistency between HQ and Field Easier ability to streamline business processes Faster and more efficient processing of HR cases Higher quality of managing, monitoring and responding to official Correspondence Easier adaptation to new mandates Greater visibility into inefficiencies Ease of accessing documents related to cases Available to remote and mobile users Enhanced processes for document reviews Ability to baseline costs of program activities Cost savings of 25% or $525,000 after first year Contractor support consolidation, from 3 to 1 Capability that can be offered as Shared Service Technology: eCase, a case management platform provided by and Hosted at AINS, Inc.; Integration with Microsoft technologies with APIs to leading databases and document management systems; InfoPath for Forms design and integration; using AINS workflow engine

27 WfMC Awards for Case Management Global Excellence Awards 2013 Department of Transport South Africa nominated by EMC Corporation Shipping and Logistics 27 Production Use of Case Management CargoNet AS nominated by Computas AS Adaptive Use of Case Management

28 WfMC Awards for Case Management Global Excellence Awards 2013 Adaptive use of Case Management in Shipping and Logistics CargoNet AS nominated by Computas AS Situation CargoNet AS is the primary Norwegian freight train operator Limited infrastructure capacity & increased competition from road based transport From train-production to order-based intermodal transportation Main ClientTough book Web client MQSeries, FTP, WebService Other systems - other train freight companies - invoice system,… Smartphone app GTS Application server Information platform ACM platform

29 WfMC Awards for Case Management Global Excellence Awards 2013 CargoNet AS Implementation & Innovation Dynamic task templates rather than static end-to-end processes Case work folder for Freight train planning Carriage / container booking Focus shifted from error handling to adaptive handling of situations Process snippets over shared information platform enables rapid system adaptation Built-to-change Benefits Considerable cost reductions related to customer handling Knowledge based & real-time driven customer handling Managing physical reality - new mobile clients gives proximity from event to recording… Shared information platform increases data quality across business operations User-centric task support operating on real- time data Technology Built on the ACM framework FrameSolutions Java from Computas AS Task engine, rule engine, organization model, shared information platform Toughbooks in trucks, smartphone mobile client, self-service web portal

30 WfMC Awards for Case Management Global Excellence Awards 2013 Production use of Case Management in Shipping and Logistics Department of Transport South Africa nominated by EMC Corporation Department of Transport South Africa speeds collaborative case review processes with innovative case management solution Situation Department of Transport oversees all modes of transportation throughout the Republic of South Africa Each branch of the Department had developed its own silo's for case and document management processes Primary documents werent always captured, workflows werent well defined or complied with, cases and documents couldnt be tracked throughout the process, and records often werent retained for later access Department embarked on an organization-wide initiative to centralize and standardize all document capture, case management and records management, with the ability to track and trace cases and to ensure workflow compliance

31 WfMC Awards for Case Management Global Excellence Awards 2013 Department of Transport South Africa Implementation & Innovation Cases are initiated and automatically forwarded to the appropriate employees or public officials for review and approval Guidance and timelines are incorporated into the case workflow Using employee profiles and sophisticated work queues, skills-based routing of cases expedite and improve decision making Visibility extends across all five branches and 12 agencies of the Department Benefits Significantly increased efficiencies of managing critical DoT proposals and memoranda, speeding response times from weeks to a few days 80 percent of document recipients comply with timeframe requirements Enables government compliance with Government Minimum Information Standards and national Archives Act Technology EMC Corporation EMC Documentum xCP, EMC Captiva

32 WfMC Awards for Case Management Global Excellence Awards 2013 Judges Choice Award 32 National Courts Administration of Norway nominated by Computas AS Best Overall Use of Case Management

33 WfMC Awards for Case Management Global Excellence Awards 2013 2013 Winners Recap Back Office Adaptive Case Management Axle Group Holdings Ltd., nominated by EmergeAdapt Production Case Management Info Edge India Ltd, nominated by Newgen Software Technologies Ltd Construction and Big Projects Adaptive Case Management Directorate for the Construction of Facilities for EURO 2012, nominated by PayDox Business Software Financial Adaptive Case Management UBS Bank, nominated by Whitestein Technologies Knowledge Worker Innovation Adaptive Case Management Fleet One, nominated by 4Spires continues…

34 WfMC Awards for Case Management Global Excellence Awards 2013 Legal and Courts Adaptive Case Management and Judges Choice Award National Courts Administration of Norway, nominated by Computas AS Production Case Management Texas Office of the Attorney General Crime Victim Services Division, nominated by IBM Public Sector Adaptive Case Management U.S. Department of Housing and Urban Development (HUD), nominated by AINS, Inc. Shipping and Logistics Adaptive Case Management CargoNet AS, nominated by Computas AS Production Case Management Department of Transport, South Africa, nominated by EMC Corporation 2013 Winners Recap continued

35 WfMC Awards for Case Management Global Excellence Awards 2013 All books are available on Amazon.com in Print Format Taming the Unpredictable and How Knowledge Workers Get Things Done Digital Editions can be downloaded from www.FutStrat.comwww.FutStrat.com 2013 Winners will be published in the next edition on the Excellence in Practice series. All previous winners received additional recognition through publication in these books

36 WfMC Awards for Case Management Global Excellence Awards 2013 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 recording and slides will be posted to http://adaptivecasemanagement.org/ within a few days. http://adaptivecasemanagement.org/


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