The Worldwide IBM ECM Community
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  datacap imaging content ecm management capture 2,333 Visits
One of the things that I like about my job is that I get to talk to IBM customers who have automated their business processes with document capture and imaging software. I ask them how much money they saved, how many errors eliminated, how much faster they can process a claim or an invoice or a mortgage, and generally how much “smarter” their organization is now that they have replaced a paper-based process.
Almost always, our conversation focuses on process improvement and cost savings. We do diagrams to show how much was streamlined and use special calculators to determine how much money they saved. And then I write up a case study to document it.
It’s not a bad life.
Or at least it was, until recently, when I had a revelation thrust upon me by a customer in the healthcare industry, who told me, “We didn’t buy the solution to save money. We bought it to make our patients healthier.”
That’s when light dawned in the rock garden. Process improvement and cost savings are important, sure, but there’s a bigger picture. There’s the person who is receiving the product or the service and they too benefit from a smarter organization. In fact, isn’t the whole point of the endeavor to improve the experience had by the customer (or the patient or the citizen or the student)?
It may sound obvious, but here I was, nearly wrenching my arm trying to pat myself on the back about how much money is being saved. Sometimes, we become so accustomed to focusing on the little picture, that we forget that there is a big picture. But thanks to the document scanning manager of a major hospital network who scans medical records so that a physician in the emergency room can access them to treat a patient, I now understand that document capture and imaging is much more than a way to trim costs, it can improve the lives of people.
See what's possible in Document Imaging and Capture in your industry. IBM's largest
Guest Blog by David Yockelson, Program Director, Product Marketing for ACM/BPM
Fraudsters continue to invest in new tricks to cheat commercial enterprises, and many organizations are finding it hard to keep up. But now we’re introducing an integrated capability that matches the best fraud analysis and visualization capability on the market with the most flexible and comprehensive case management platform, a pairing designed to beat the fraudsters now and allow organizations the flexibility to defeat them into the future.
I2, an IBM acquisition, provides leading technology to amass, analyze, and visualize wide varieties of data indicating potential fraudulent activities. It’s been implemented not only to combat commercial and public sector fraud, but also trusted by law enforcement and public safety organizations world wide for crime prevention.
Currently in its second release, IBM Case Manager (ICM) has been implemented world wide in solutions across industries including insurance, banking, manufacturing, public sector, healthcare, and others. ICM’s persistent case object model maintains critical information of all types in context throughout a case’s lifecycle. ICM’s dynamic tasking enables it to easily address the widest variety of unpredictable business use cases; and its business analyst-friendly design facilities speed time to value for solutions.
Together, I2 and ICM can provide organizations the ability to detect, analyze, and investigate potential criminal activity, leveraging a flexible platform that can address not only current needs related to fraud but can also keep pace with anything those nasty fraudsters can cook up.
To know more about how i2 and IBM Case Manager work together to manage fraud investigations attend the EAC4127A session at IOD2012. Bookmark session on http://iodsmartsite.com/
Modern banking has improved leaps and bounds when it comes to extending a variety of services to customers- multiple access channels, a wide variety of products and services and 24/7 access to information and help- making banking for customers simple and easy. On the other side of the counter, inside the bank things have become very complex; in order to satisfy this ever increasing customer expectation and competitive pressure.
Not so long ago, the process of opening a new bank account or for that matter executing most banking transactions was a simple matter of a customer visiting a branch location, filling out a form or two and they were done.
Today, however, even the basic functions of account opening and loan processing are much more complex. Banks have to make seamless provisions for the multiple channels for account opening, the wide variety of account products, to meet regulatory requirements and counter fraud.
Loan origination and processing is also much more complex, it includes all kinds of customer profiling and assessments to perform, new regulation such as QRM (qualified residential mortgage) requiring the lender to validate the borrower’s ability to repay the loan - resulting in a growing number of documents, more stringent information validation transforming the primary business processes into complex customer interactions.
More customer information, new data types delivered through a growing number of channels makes it difficult to capture, classify and assimilate into actionable content when the customer is engaged.
There is no argument, leveraging increased customer information in real time will have a positive impact on credit risk management, fraud interdiction, revenue growth and compliance—but because financial institutions are inundated with both structured and unstructured data, they are being overwhelmed with information and have outstripped traditional front office customer systems.
In order to remain competitive and drive efficiency in business processes banking institutions need to know which business functions have grown in complexities so as to warrant taking a new approach: managing these complex processes as a “case” not as a process.
To know more attend the IBM Case Manager and IBM Forms Deliver for Union Bank and ELG-2844 Improving Information Economics with Defensible Disposal at BNY Mellon sessions at Information On Demand 2012.
These two of over 700 exciting sessions offered at Information On Demand 2012. Don’t forget to register before August 31 to save $300 off your registration fee.
Sanjay Kupae 2700050U55 email@example.com Tags:  datacap ecm content capture smarter 2,380 Visits
The word “engage” is, er, how can I put it? Engaging! It has many meanings. We engage in thought and activities when we devote our attention. It can refer to hiring someone or renting an apartment. Cars go forward because the gears are engaged. And, unless you are commitment-phobic, you get engaged and then you get married.
Engagement is central to any successful business. People buy products that are engaging, but they stay customers with companies that engage with them. In the days of Main Street shopping, engagement was as simple as a winning smile and the willingness to listen to customers expand on the details of various ailments and gossip about relatives. And, of course, it was about customer service – responding to complaints before they were shared with others down the street.
In today’s mobile and connected marketplace, engaging with your customer – or with your suppliers, or patients, or even employees, is an act of defiance! Your customer may never walk in the door. Your marketing systems may not “speak” to your order fulfillment system – and both may have nothing to do with customer service. But to engage with your customer, I mean really engage in the sense of knowing them like a Main Street proprietor knows their daily walk-in customers – customer service, for example, should know the communications preferences that the customer set on a web site and were used in marketing.
The most successful businesses now are focusing on the last frontier of automation: breaking down the barriers between their “automation” systems so that they can re-engage with their customers: an effective ECM system delivers efficiency – while improving customer acquisition, servicing, and retention.
Customer service can be just a matter of answering the phone, but a customer interaction case management system that breaks barriers between internal information silos and handles the randomness of human interactions, engages with customers in the way they want to be engaged – personally!
Good ECM tools will improve productivity… but more importantly, and more relevantly to life at the speed of an iPad, they help organizations engage with customers, with suppliers, with citizens, with you and me – all in ways that make us feel like we are talking to the local news agent who we visited every day for the last ten years.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  content ecm smarter blau scott commerce 2,509 Visits
When I think about what Smarter Commerce can mean to a customer, I think of all the reasons I love shopping on Main Street. I don’t do a lot of shopping in person, but when I do, I have pretty high expectations. The places I go to – and return to – all share some common characteristics:
- They know me. I can tell because when I walk in the door, someone smiles at me like a friend!
- They remember me. At my café, I don’t need to ask each time for skim milk in my coffee.
- They take care of me. When I have a question about my bill, they look over my shoulder at it and we go line-by-line to sort out the issue.
These days most of my shopping is actually done online. It’s a very different experience from shopping in a store. When I go into an online shop nobody smiles at me. They rarely remember much about me. And when I have a question about the bill… ouch! The out-of-touch call center can’t really take care of me and rarely can even look at the same bill I’m looking at. There is very little that is “smart” about this commerce.
Sure, eCommerce has changed the way I shop and my expectations on the speed of transactions, but I still miss the human touch from the era of Main Street shopping. It’s harder than ever to satisfy me as a consumer, because now I want the best of eCommerce married to the best of Main Street. I want truly smarter commerce!
- To get instant – and accurate – feedback on my transactions based on my input
- To have a personalized experience where “the system” knows me and remembers my preferences, “anticipating” my next move
- And when I speak to someone on the phone – I really expect them to take care of me as a valuable customer!
Organizations are full of systems that don’t speak to each other
To meet these high expectations requires a concerted (some may say monumental) effort to break down the barriers between systems. If I’m calling Customer Service, I don’t want to explain what products I have purchased from the company. If I am disputing a charge on a bill that I have in my hand, I expect the person on the other end of the phone to be able to see exactly the same bill I am looking at.
Being able to meet my Main Street expectations in the eCommerce world is where smarter commerce started at IBM twenty years ago, long before the term “Smarter Commerce” was coined. A product now called Content Manager On Demand (CMOD) made it easy to efficiently store images of bills being printed before they were sent to customers. So when I call the company to sort out a billing issue, the customer service rep can easily pull up my bill and see exactly what I am seeing. That’s a good place to start to deliver excellent customer service.
ECM bridges the gap between siloed systems
ECM is good at this because it represents a set of technologies that often are used to span otherwise rigidly siloed systems within an organization. Document imaging often does exactly that – making documents that originate in one area of the business, say orders, available in other areas, such as Customer Service. This is important when customer service wants to see, for example, a customer’s original purchase order.
Case Management – another ECM technology – is great at managing customer interactions in Support or Customer Service. It excels because it avoids using rigid process management. Instead, case management offers the ability to deal with the ‘randomness’ of customers who don’t always fit into pre-defined patterns of interaction. Turns out that when your customers are people they tend to behave like people!! And people don’t tend to follow pre-defined patterns of interaction.
Paper documents continue to challenge organizations that have otherwise committed to electronic commerce. They have paper order forms that won’t go away and paper invoices. Document capture technologies – like OCR and ICR – turn paper into an electronic, “p2e,” compliment to eCommerce. And these ECM staples are at their best when they dovetail with an organization’s existing electronic systems.
ECM: Turning eCommerce into Smarter Commerce
Commerce gets smarter, a step at a time, by using technologies that help hide “systems” and instead present a personal face to our customers, our suppliers, and even our employees. I see IBM ECM as a good place to start transforming your eCommerce into something as pleasurable as Main Street shopping – that’s when commerce really gets smarter!
To know more about how ECM drives Smarter Commerce, attend our sessions on Smarter Processes for Smarter Commerce and Find the Voice of Customer at IBM Smarter Commerce Global Summit, Orlando 2012 from September 5th to 7th. To know more about the sessions and register to attend the IBM Smarter Commerce Global Summit 2012 visit the micro-site
Sanjay Kupae 2700050U55 email@example.com Tags:  classification ecm smarter iod2012 content 1,796 Visits
Guest post by Julie Vaccaro, Offering Manager IBM Content Classification
How many times have you searched for something and come up short? Searching for content over and over, with hundreds or thousands of results, is all too commonplace. It is inefficient, ineffective and frustrating. Popular search engines are proud of the multiple-millions of “results” they achieve in a few milliseconds time, but is this really what we want? Just because a search engine “can” produce thousands of results, doesn’t mean it “should”. Most people are searching for a single result, not thousands. That said, the purpose of these search engines is not to give you the single piece of content that you want, but to give you all of the potential content that you might be interested in, especially the results that also drives advertising revenue. This scenario is not useful in a business context.
Business users need to find a very small and relevant set of content based on the information they have. Going back to the library example, when I walk into a library to find a book about Java Programming, I want to be directed to the shelves that contain only books on my subject, not books that contain the words Java, which are out of context to the subject at hand. This is why there is a card catalog and a Dewey Decimal System.
A business user is no different. If we are looking for resumes for Java programmers, then we want to be given the small subset of content relevant to Java programmers, not content that includes the word “Java’, which could return documents that include the Indonesian island, different types of coffee or a company that has Java in its name.
Classification systems that use Natural Language Processing and text analysis can provide context to content and therefore, organize it properly. Furthermore, by combining classification with enterprise search applications, businesses can provide a robust and effective conceptual search that delivers a highly relevant set of results.
The Bottom Line: Content must be easily accessible to those who need it.
To know more about what Content Classification can do for your business attend the following IOD2012 sessions IBM Content Classification: The Key to Organizing your Content and How to Integrate IBM Content Classification Technology With Enterprise Content Management. To know more about ECM sessions at IOD and to register to attend visit the IOD ECM Forum
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  social content scm iod2012 management ecm 1,961 Visits
Guest Blog by Deepthi Nagarajan, Category Marketing Manager - ECM(Document Imaging & Capture,Social Content Management)
I have always pondered the phrase, “Human beings are Social animals” until I discovered that in our own lives how much we depend on other humans. The emergence of interactive technologies and “engagement” tools are nothing but ways for us to reach out to other people who are around us and within our sphere of influence when we perform different activities in our day to day lives. People are inherently social and they want to engage with different entities around them. This is even more so within their organizations. They are constantly seeking for channels to communicate directly with one another and shape their own experiences. The need to have real-time information on different things happening around us has shaped new technologies to support it.
Organizations today have the opportunity to use this inherent social nature of its employees to improve their business and increase their productivity. With the world going social, employees are looking for social tools in an environment similar to their personal social experiences inside their enterprises to connect and collaborate. They want to meet more people, understand their roles and constantly seek new ways to achieve business objectives. As part of this process, they also learn more about each other and discover common interests that give rise to communities and opportunities to work on subjects that interest them the most. Your likes on Facebook help you to discover people with similar interests in your network. Similarly, your professional social network helps you to discover new people with similar interests leveraging the information capsules they provide when relevant to your work. This is just one thing that I discovered which has helped me in being more productive in my job.
“Being Social” no longer has a negative impact on employee productivity but has started to enhance it. Thanks to Social Business tools! Wikis, Blogs and Communities have found their way in to most organizations. With these tools, employees now have the opportunity to “engage” in social conversations in real-time with the people around them and extract information residing in different information silos to put them to the best use. Let’s take a typical day in our own work life. There are many instances in which we encounter duplication of effort or a strong appetite to re-invent the wheel, which results from a lack of communication and the inability to find the information that reside in disparate locations. Often, we are frustrated with situations such as these that impact productivity to a great extent. So do you think now that being “Social” makes an employee more productive? The answer from me is definitely a “yes!” Employees using Social Business tools have the opportunity to meet experts in their job area and connect with them. Sharing of information and knowledge helps not only to achieve near term objectives but also fosters cross-pollination of ideas with a strategic intent.
With organizations growing beyond geographic boundaries, it has become an undeniable fact that businesses need a platform to collaborate, innovate and share. But how can you optimize your workforce with people-centric content applications? And how can you secure and govern this social content arising from different social channels?
Come and attend the Information on Demand 2012, to learn more on “living social” and the “future of social content”. To learn more about ECM sessions download the ECM at IOD Agenda. Or if you're already registered, use the SmartSite to start planning your experience, scheduling sessions, and connecting with other attendees and speakers.
Sanjay Kupae 2700050U55 email@example.com Tags:  analyze content iod2012 analytics ecm safety 2,578 Visits
Guest post by Campbell Robertson, Program Director Industry Strategy and Market Development - Public Sector, IBM Enterprise Content Management
Post 2008, governments across the world are forced to re-prioritize their focus and are under severe pressures to do ever more with ever less; while expectations continue to increase. This mandate is especially true for Public Safety organizations.
With rising population in cities, shifting demographics, technological developments and accelerating globalization there are increasing social and commercial risks of crime. Public safety organizations across the globe are looking at adopting transformative technologies to make smarter decisions, deliver results and demonstrate accountability.
Be it traditional crimes like burglary, vandalism or mail fraud to difficult-to-trace crimes such as terrorism, money laundering and hate crime- investigative work is highly information driven. Traditionally, crime Investigation meant manually sifting through multiple reports and documents scattered across multiple structured and unstructured sources. The manual intelligence access and analysis meant a typical successful case taking weeks or months; and public safety agencies know that time is detrimental to success.
Combining technology and information is key to successful crime and threat investigations, law enforcement agencies need technology that can speed up the process of discovering, analyzing and linking information. Content Analytics provides the capability to extract, search and analyze crucial information from disparate sources and improve the speed and quality of intelligence gathering. By using content analytics tools, agencies can not only solve cases more quickly but also identify non-obvious relationships within data that could possibly prevent a crime from happening in the first place.
A UK law enforcement agency used IBM Content Analytics to perform high-precision text analytics to identify phone numbers from investigative reports which was then used to cross-reference all of the phone numbers so that when a new document arrived, the analyst was presented with a list of all phone numbers and for each number, a list of previous references to that phone number. This solution would reduce analyst’s efforts by 6 hours, which meant faster analysis of information and in the long run more successful investigations.
To know more about how IBM address investigation challenges of Public Safety agencies, attend the Building an IBM i2 and Case Manager Solution for Public Safety and Commercial Fraud and Future Analytics Platform for Law Enforcement and Public Safety sessions at Information OnDemand 2012 Global Conference at Las Vegas in October 2012.
Well, I work in IT, and I am a "Client Technical Professional" (otherwise known as "tech sales", "pre sales", "solution consultant" and other variations less flattering), which kind of implies a certain level of familiarity or knowledge of IT on a technical level. But I am not really - I have had little IT in my formal education, and, worse, I lack the affinity and "feel" for the technical aspects of our work that make many tasks (like building demos or learning new products) so much easier for many of my colleagues.
This is not as bad as it may seem. While I do think a certain level of competence and ability is required (how it still irritates me when a manager, consultant or sales person proclaims his/her ignorance of all things technical as if it were a badge of honour), I feel very strongly that a non-technical view of our products and solutions can be very helpful, even in my seemingly predominantly technical role. A good example of this is how we position IBM Content Analytics with our partners and customers.
I think IBM Content Analytics is fantastic. Well, let me restate this - I think what we can do with IBM Content Analytics is fantastic, amazing. And I feel very strongly that the greatest value delivered by ICAwES is in its text analysis capabilities. I think that the Content Miner is great, and offers a lot of value to our customers. But for me, the even more value is created by its text modelling capabilities. Taking this a level deeper, I feel very strongly that the tooling we offer with ICAwES 3.0 to design, develop and even deploy text analysis models (this is known as Content Analytics Studio) is of enormous value to our customers and partners. Why is this so? After all, we are talking about a modelling tool, not the stuff that normally send customers hearts all aflutter. Perhaps I can best make this argument with a diagram. Its a pretty simple one, and we have all seen it in one form or another:
OK, so nothing too exciting here either, right? Well, this is where I believe IBM´s approach creates real value. One of the characteristics I have seen in most products and solutions that deliver some form of text analysis is that someone like me cannot make any substantive changes to the model, other than maybe changing some terms in a dictionary. I need to either call in the vendor, contract a partner or invest in building programming skills. In the words of a very learned respected colleague of mine, the Content Analytics Studio tool takes text modelling out of our lab and puts it where it belongs - with the customer. It gives the customer control over the entire create/modify - build - validate - analyze process. And when you think about it, isn´t this where it belongs? After all, the customer knows their own content - knows who has created it and what it means to them right? I would argue that our customers do, and I would argue something further - this transfer of control to the customer is perhaps the single most important innovation in ICAwES. I´ll explain why I make this claim in my next entry.
Guest post by Evan Fitch, IBM ECM Marketing
Remember the good old days when a software solution had to be painstakingly shoe-horned into a companies’ business just so they could get some of the functionality they originally wanted? With the edition of a lower-cost Entry Level version and an Enterprise Edition bundle, the newly released IBM Datacap Taskmaster Capture v8.1 is so flexible it might impress a yoga instructor.
Datacap Taskmaster Entry Level is a lower-cost version of Taskmaster, based on the user-friendly FastDoc Capture interface. This version can automate the capture of data fields for indexing with OCR, Identify documents by comparing them to a database of previously scanned documents, help ensure data accuracy with database look-ups and deliver data and images straight into IBM
FileNet Content Manager. These scanned documents can be exported in either image or searchable pdf format. If a customer needs a more robust capture solution, they can upgrade to the standard version of Taskmaster.
At the high end, the Datacap Taskmaster Enterprise Edition bundle provides greater support for high volume input of documents, enables both increased performance and increased capabilities, with expanded document classification capabilities using IBM Content Classification..
This feat is performed by combining Taskmaster features such as Datacap Taskmaster Capture Connector for eMail and Electronic Documents, which enables conversion of email messages and attachments, , which enables you to unpack .zip archives and convert Microsoft™ Word, Excel, Outlook, PDF, and multipage TIFF files to single page TIFF files for processing. Taskmaster Capture Connector for Fax is included which supports capture of faxes and associated metadata from fax servers. Datacap Rulerunner Enterprise was added to deliver scalability and increased performance by leveraging multiprocessor systems and high-speed fingerprint matching. The final piece of the puzzle is Content Classification,which Enables automatic document classification of text-based documents using content analytics full text analysis.
The new Datacap Taskmaster release doesn’t stop there. There are many new features and improvements including enhanced globalization with support for Simplified Chinese and Cyrillic (for the Russian market), pdated thick and thin client user interfaces to improve the user experience, and support for IBM System Dashboard for monitoring Taskmaster Capture system performance.
Mark Rice 270001GNUR MRICE@nl.ibm.com 1,673 Visits
OK, so if you´ve read my previous entry, and have not yet written me off as some kind of anti-technical pseudo-intellectual holistic touchy-feely softie, I´ll now do my best to put send you over the edge. How is it possible that seemingly simple feature of accessibility to and control over the modelling process creates so much value? My reason for saying this is rooted in my experience of being manager of an application support team for a few years a while back. When you are in charge of ongoing support for anything, be it an IT application, hot water boiler, public park, or anything else, you come quickly to understand that the initial of a product or service, while important, is not nearly so as how it develops over time. Taking an IT example, I would much rather start with a mediocre application, but have the ability to adapt and improve it than with a top notch application that is difficult and cumbersome to change. I have seen this effect in many industries and with many products. I know this is not always true, but as a general statement of principle I would suggest that one of the most important, and overlooked, features of any IT application is its flexibility and support for customer customization.
I would also argue that adaptability is especially important in text analysis modelling. Natural Language - the way in which we express ourselves to our friends, customers and vendors is constantly changing. In the past decade we have seen a whole new language develop in the form of text messaging. And, of course, as young people mature, they take the language of their generation to the marketplace, first as customers, then as colleagues, partners and vendors, finally as managers and thought leaders. Adding to this complexity are regional, cultural, age and industry differences in how people express themselves. Thus the language we use to communicate ideas, while based on a shared foundation, is constantly changing. Taken together, I would suggest that any text analysis model is on the road to being obsolete the minute it is deployed, and that a text analysis model is simply a stage in a never ending process, rather than a finished product.
Viewing it in this light, then the ability to quickly adapt and refine a text analysis model is of crucial importance to the customer - and their ability to control that process of great value to them. Going back to my previous example, as a customer, I would very much rather having a text analysis model that only barely does the job but allows me to update and refine it either myself or with people who understand the content, than a model that is initially very accurate but is difficult and expensive to change.
I believe very strongly that text analysis modelling, and ultimately content analytics, will move in this direction. At this point, we are pretty early in this solution/product life cycle. Customers are just now becoming aware of the possibilities this technology offers. They are happy with this first generation of web sentiment analysis that offers them decent initial performance and data, but is out of their control. As we move along the maturity curve, I believe this will change, and change rapidly. Soon enough, our customers will no longer be possible with a black box solution that works - or seems to work. They will want to open up the box themselves, look inside, shake it up, and remake it as they see fit.
Guest Blog by David Jenness, Market Segment Manager, IBM Document Imaging & Capture
Since IBM acquired Datacap two years ago, there has been an enormous effort to globalize Datacap Taskmaster Capture, the intelligent document input solution, expanding its reach from English language capture to the world’s languages. With every new release, Taskmaster adds new languages, and today it supports nearly 30 languages worldwide.
Guest post by David Caldeira, Director ECM Products and Strategy, IBM
Case solutions support knowledge workers charged with achieving the best outcomes for their specific business operations. These solutions require the creation and management of complex workloads that occur across vertical markets: which evolves as disputes, investigations, incidents, inquiries, complaints, contracts, exceptions, adverse actions, claims, fraud investigations, negotiations, problem resolutions, escalations, research, audits, and interventions to name a few.
Within those workloads consists a combination of structured and unstructured information, actions, and history. Further, the paths of those workloads on the way to achieving outcomes can be unpredictable, requiring knowledge workers to make complex decisions based upon information at hand, prior actions that have been taken, the experience of others in similar situations... ALL of these elements must be saved to provide context and a collaborative focal point to all parties throughout the lifecycle of work. This “case” provides a history and a decision path for others in the organization to take advantage of in related situations.
Because of these characteristics, it’s important to note four key areas of differentiation offered by IBM Case Manager for case solutions:
1) The ability to address all the information required to make better decisions
2) Supporting the way people work – dynamically in real time
3) Optimizing case outcomes
4) Enabling business users to take more control
How is each of these areas addressed technically within IBM Case Manager?
Information for better decisions:
• ICM is based on a case object model and supporting services that enables a persistent collection of information and actions in the context of a logical “case folder” (i.e., data, content, history, events, tasks, rules, process fragments, collaborations, etc.). This provides tight coupling of content, allowing for optimal insight for knowledge workers and governance for business/regulatory requirements. It is also a significant advantage over a multi-product solution and offers the ability to easily integrate Information Lifecycle Governance (ILG) services.
Supporting the way people work
• ICM provides the ability to drive outcomes through flexible, dynamic tasks able to address any form of workflow. Designing case solutions from the standpoint of the task vs. the process is a huge advantage for unpredictable or unstructured activities It saves up front “map design and test” time and it can reduce or eliminate redundancies amongst workers at run time.
• Case information or content changes can automatically drive tasks and vice versa as a result of ICM’s active content infrastructure, saving significant integration, development, and operations costs.
Optimizing case outcomes
• Visibility throughout a case lifecycle through a combination of historical and real time analytics that provides a comprehensive look at what has occurred and dashboard driven views of current business conditions related to case work.
Enabling business users to take control
• A solution design and delivery environment that is focused on the business analyst, enabling those users to quickly create a solution design and move forward iteratively In collaboration with IT to shorten time to value.
More than 100 clients have invested in ICM as their platform to solve complex application needs related to case workloads because of this unique set of differentiators. Subsequent blogs will explore each of these differentiators in greater detail.
Guest blog by Deepthi Nagarajan, Category Marketing Manager (Document Imaging and Capture and Social Content Management)
All of us are victimized by information explosion. I think most of you will agree with me to an extent… Every day, we are bombarded with data from varied channels. This data comes from virtually everywhere: social media, emails, online videos, online purchases, mobile GPS signals, and more. There were times in the past when all we had to do was spend a significant amount of time managing our inboxes and sorting our e-mails. Now we have even more content to manage, not just e-mails. We have Tweets, Updates, Posts, Blogs and the future will have much more to give!
IBM estimates that we are creating 2.5 quintillion bytes of data every day. And while this explosive growth is enabling enhanced collaboration, productivity and innovation, it also dramatically increases IT costs and exposure to risk. With the diversity and volume of content types growing, there is a growing demand for new deployment models and access to content management functions from any device, anywhere. The 2011 IBM CEO Study found that 78% of CIOs want to improve the way they use and manage content. Simplification and Consolidation of content is the first step towards improving the use of content.
Many organizations have content spread across disparate content systems with an obvious need to consolidate that content. The key idea behind enterprise-wide standardization and consolidation is a single repository, which would provide a “single source of truth”. Yes, consolidation provides a “single source of truth”. But the content can be most useful only if it is consumed by other high value applications. A recent IBM study showed that it is believed an estimated 50 percent of organizational content carries risk, without delivering any measurable business value. This proves the point that most organizations fail to use the content that they have consolidated from different content systems. A robust ECM Platform should act as the foundation for high value ECM solutions, which would put the organizations content to best use. Clients should have the option to augment the value derived from their ECM Platform as an entry point into middleware extensions, analytics, BPM, data management, collaboration, etc. Clients also should be able to leverage robust, flexible technology available via a variety of delivery platforms. If they fail, they will continue to maintain multiple systems to manage their content management needs.
What organizations need today is much more than a “single source of truth”. They need a world-class content repository that supports a range of ECM use cases such as document management, information lifecycle governance, case management and search & analytics through seamless integration with applications for those use cases .
To learn more about how IBM can help you in building a world-class content repository, attend the Information on Demand 2012 Conference. Start your conference experience by downloading the ECM at IOD Agenda. Or if you're already registered, use the SmartSite to start planning your experience, scheduling sessions, and connecting with other attendees and speakers.
Guest Blogger: Michael Pray - Director, Worldwide Sales, Advanced Case Management, ECMIBM
Information OnDemand (IOD) Global Conference 2012 comes with big promises for all of us. Kicking off on Sunday, Oct 21 we will be showcasing some of the exciting stuff throughout the course of the event and I am sure you will have your brain stretched with the amount of takeaways we have in store for you!
Information OnDemand Global Conference 2012 is the “BIG”gest IOD conference ever. With 700 Technical Education Sessions. 110 Hands On Labs. 300 Customer Speakers. Usability Sandboxes. General Sessions and Keynotes. All the Experts on hand and so much more...
For ECM customers and partners IOD has always been very popular conference with record attendance and lots of really great activities including New Launches, Technology Sessions, Customer Sessions, Expert Interactions etc. This year the Advanced Case Management (ACM) team is striving hard to make this year’s visit extra special with a very strong presence at IOD.
We have 2 TouchScope Pedestals at the Expo area where we will be eager to talk with each one of you about our latest case management offerings; our New Industry Oriented Use Cases, Exciting Industry Specific Demos & host of other interesting assets – please leverage and connect with our Case Management experts at ACM Peds in the conference Expo area to know more about ACM. If you are a customer and would like to personally talk to me or any of the IBM Executives available at IOD, please feel free to connect up with your IBM Representative who would help us get together.
As you are exploring the Expo Floor you will see over 13 ACM Business Partners who would be exhibiting some of the superior solutions that they are taking to the market for Case Management. Additionally, we will be launching a couple of exciting new solutions, driven by our Case Management technology, in the areas of Enterprise Investigation Management and Patient Care & Insights for Healthcare. I am pretty sure that these new case management solutions will transform how our customers operate and help save them millions!
Furthermore, Case Management is featured in Executive Sessions and on over 40 Breakout Sessions at IOD including 7 Customer Sessions where we share our latest solution offerings and discuss how it could meet your organizational needs.
I would really encourage all of you reading this to use the IOD Smartsite to put ACM sessions on your calendar as must do activities. Hope to meet with you at a bigger, better and exciting Information OnDemand Conference.
When people say Information On Demand 2012 is the place to learn how to think big, what they mean is that it’s the place to learn how to make a difference in your organization. At IOD 2012, business and IT leaders, who are utilizing IBM Smarter Analytics, give their first-hand accounts of how the solutions have provided them with better insight and business outcomes. Expert presenters explain the latest innovations such as big data, analytics, decision management and expert integrated systems which can help you align your organization around information, anticipate and shape business outcomes, act with confidence at the point of impact, and improve the economics of your IT investments.
One of the most important aspects of any business is managing the volume, variety and velocity of information. IBM ECM teaches attendees how to harness the information explosion and realize the full value of their content. Some successful companies are already using collaborative and mobile tools to add better context to their information. New analytics and case management capabilities improve fact-based decisions and outcomes, while defensible disposal of excess information can save enormous costs and reduce risk. IBM ECM is helping companies work smarter to grow their industry-specific business with high-value solutions - today.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  defensible ilg disposal governance ecm information 4,919 Visits
Deidre Paknad – Vice President, Information Lifecycle Governance Solutions, IBM
Many organizations recognize intuitively the qualitative benefits of improving how they govern information but have a difficult time quantifying these benefits or galvanizing their organizations forward. I’ve recently worked with a number of large organizations to go beyond Information Governance to improving Information Economics. This involves many of the concepts of governance but puts a focus on the economics – the value and the cost – of information. I use the term Information Economics to refer to understanding and extracting value, knowing and controlling cost, and, most importantly, aligning cost to value; an Information Economics practice can improve the profit margin on information.
This is both challenging and important because the value of information declines over time while the cost is constant and information risk rises over time. The widening gap between the value of the information and its cost and risk create a negative economic impact on any organization – the cost of information and the risk it poses exceed its value.
Certain types of retain or lose value faster than others and the value lifetime varies by industry as well. For example, the duration of time that product development information is valuable is a function of product lifecycles and the R&D cycle time to invent and bring a product to market. In the fast-paced consumer electronic segment where a new model comes out every 10 months and consumers replace their devices just as often, 6-year-old product design information is of little value as it is far outdated and the unlikely source of new innovation. On the other hand, aircraft lifespans of 30 years and the very slow customer turnover make 6-year-old product data of value to both the business and of interest to the regulators of the industry. In either company, the duration of time that back office information is of value is likely similar.
In many business functions and industries, regulators and government agencies require companies to keep data after it has lost its business value. In fact, the law was written to force organizations to act against their own interest to ensure that information the company would otherwise dispose is available for investigation or litigation. This regulatory requirement is a tax on the business – it is a cost without an offsetting benefit or value. Of course, companies have other duties to produce information in the event of investigation and litigation that apply to the total universe of potentially relevant information they have on hand when the investigation or litigation is anticipated or occurs (the duty to preserve evidence). As data ages, it is phenomenally expensive to gather, process, restore and review this information because the technology to restore and read it has long-since decayed, the location and nature of the data is difficult to distinguish without restoring it, and the context for understanding it completely absent. Gartner estimates the cost at $18,000 per gigabyte! Data that neither the business nor the regulators need is pure risk to the organization with tremendous cost exposure. At IBM, we are helping our customers improve information economics through continuous alignment of cost to information value. When orchestrated under a strategic program and sequenced by information economics principles, many of the activities traditionally associated with information and lifecycle governance are levers to ensure that the cost of information aligns with its value, that its full value is realized and that the risks information poses are managed cost-effectively.
There are three important inflection points over the value cycle:
1. Analytics – Even when information has value to the business, if business stakeholders aren’t able to extract and apply that value in the decisions they make, the value is lost (and it represents only cost to the organization). Most of us, however, lose the context of information we created ourselves very quickly and we lack context on information our colleagues may have gathered or generated that is of value in our decisions. Content analytics and big data analytics help organizations maximize value during the window of time in which it exists – this is essential to improving economics.
2. Cost and Volume Compression – As data ages out and loses value or the frequency of its relevance to the business, it’s important to compress its cost in parallel. This is particularly important when there is no business value and only a regulatory need to keep the data. As individuals most of us never consider over-paying our taxes, but organizations that over retain or over-spend on storing data for regulators are over paying their taxes! In other cases, data without value is inappropriately stored as if it is premium value such as test data and non-production instances, which clearly lack the same business value as their production counterparts. Archiving data to reduce its footprint and cost keeps the ratio of cost to value in line and tiering data to an appropriate cost point also drive information economics.
3. Defensible Disposal – When neither the business nor regulators need information any longer, dispose of it. Retaining it longer at any cost point is waste, unnecessary cost and risk. Over paying for useless data actually reduces the capital and resources companies can invest in maximizing information of value.
In the next blog, we will discuss the four building blocks for improving information economics. In the meantime, consider whether your organization can quantify true information cost and whether the cost to value ratio can be improved!
About the Author – Deidre is widely credited with having launched the first commercial applications for legal holds, collections and retention management and is a recognized thought leader in legal and information governance with numerous patents in the field. In 2004, she founded the CGOC (Compliance, Governance and Oversight Council), a professional community with over 2000 corporate members, to advance practices for governance, retention and eDiscovery. Deidre has authored many papers in the eDiscovery and governance field. She has been a member of several Sedona working groups since 2005 and co-leads the EDRM IGRM Initiative. She is a seasoned entrepreneur and executive with 25 years’ experience applying technology to inefficient business processes to reduce cost and risk. Deidre was inducted into the Smithsonian Institution for innovation in 1999 and again in 2000. Today, she leads IBM’s Information Lifecycle Governance business, which includes its eDiscovery, records and retention, archiving and defensible disposal solutions.
Follow Deidre on Twitter @day_dree
After 15 years of looking after Datacap’s marketing interests, I was pretty sure that I could no longer be surprised. When it comes to document capture, it’s easy to feel like you’ve seen it all. Yet, IOD 2012 was filled with surprises – and the good the kind. Since joining IBM’s ECM division in 2010, the Datacap product – with its open, rules-driven architecture – has inspired many, it seems, to extend its capabilities in all kinds of directions. It was at IOD, where the extent of all that extensibility became apparent to me.
I had the pleasure of hosting a luncheon at IOD 2012 called “The Seven Secrets of Success for Capture Engagement.” The idea being that we would invite Datacap users and prospects to a delicious lunch and then show off seven new things you can do in the Datacap environment that help our customers delight their customers. I started asking around about new Datacap applications and, suddenly, I was wondering how to keep the list to only 7.
Within the IBM technical community, our developers had come up with cool things like integrating Datacap into a Fujitsu network scanner so that anyone could walk up, push a few buttons and start capturing documents using the scanner’s touchscreen – even for verification of data. We also demonstrated how to add new documents into the Datacap Entry-Level product with just a few clicks – setting up sophisticated document ID and data validations in the process. And Datacap co-founder and software architect Noel Kropf acted out the part of a delivery driver – complete with brown shirt and shorts - who saves his company time to bill by using Datacap with an iPhone to capture signed delivery documents on the spot.
If demonstrating Mobile Capture was exciting – and it certainly had our audience of 60 customers, business partners and IBMers sitting up and taking notice – what got me revved up was seeing what our business partners had done.
IBM partner Databank showed an application they designed and installed at a bank to accelerate loan approvals for customers, which integrated a Fujitsu network scanner, Parascript advanced handprint recognition, and a real time workflow to enable a regional manager to support a branch request in minutes.
EDAC Systems, which has developed several applications with Datacap, demonstrated some enhancements they’ve made with image processing to improve text recognition – even for handprint – to enable correspondence tracking, among other uses.
European partner xft showed off its certified connector to SAP, which allows Datacap to “talk” to SAP in real time – for PO line item reconciliation during the capture process and facilitates a smooth handoff to SAP of captured data.
Imagine Solutions, IBM’s 2012 Excellence Award winner, showed a live demo of their solution for mortgage processing with Datacap that leverages IBM Content Classification to correctly identify and classify mortgage documents in a batch, which is as close to a David Copperfield magic trick as we had in Las Vegas.
All in all, we showed off 8 solutions at our luncheon and could have shown another 8 if we had the time. Tritek Solutions has built a human resources capture solution, Miria Systems has a proven P2P solution, CM Mitchell Consulting has developed capture solutions for Oracle, and CGI has built a complete healthcare document management solution with Datacap and Production Imaging Edition, called Sovera. Furthermore, Magic Lamp Software, Neocol, and R2K have enhancements of their own that would have fit nicely in our lineup of solutions for “capture engagement.”
For me, the “Seven Secrets of Success” turned out to deliver unexpected surprises about the creative and technical prowess of the new “ecosystem” of partners who have taken Datacap in new and interesting directions. I certainly did not list all the enhancements available in this short report and I can only imagine what new solutions are being put together even now.
But as they say, “surprise me.”
IBM has recently announced a new software offering designed to address the burgeoning challenge of fraud in commercial and public sector organizations.
IBM Intelligent Investigation Manager (IIM) optimizes the investigation of fraud for customers across many industries in the commercial and public sector spaces. It does so by enabling more efficient and effective investigations, capturing all of the relevant details and actions of the case and enabling investigators to dynamically collaborate on cases. It also integrates forensic and link analysis into the investigative process, providing investigators with investigative leads, helping them better understand the scope of the fraudulent activity and generating evidence.
The IBM fraud management portfolio enables the building of industry-specific solutions. IIM is one of the core parts of the IBM Smarter Analytics Solution – Fraud, Waste and Abuse and plays a key role in these solutions, providing investigative and analytic support for fraud use cases in healthcare, insurance, finance, and many other markets.
3 key benefits for commercial organizations:
(1) A more expeditious way of preventing or resolving fraudulent activities, by reducing false-positives when dealing with massive amount of data, makes for efficient, trackable investigations
(2) A reduction in the revenue lost from fraud, through better detection, resolution and prevention of, and protection of your customers, citizens and policy holders against fraud
(3) A reduction in the cost of fighting fraud, by reducing the resources needed to collect and assimilate data, removing the manual steps, and progressing toward a ‘just in time’ approach to fighting fraud
3 key benefits for Public Safety:
(1) IMM allows organizations to address the vast increase in data, the amount and the formats, much of which is unstructured
(2) It helps organizations make sense of data that’s often external, raw (often from unidentified sources, and apparently unconnected), or from mobile sources, and that which resides in internal systems
(3) It helps improve the efficiency of turning data into information, and reduces the cost of responding to issues and priorities that impact public safety
To learn more about this solution please watch our new video series – Fighting Fraud on Friday. Starting this month, a new video will be released every Friday. Each segment is presented by a subject matter expert and covers a unique topic to help you understand how IBM is making Intelligent Investigation a reality.