In response to: Enterprise Report Management (the other ERM)
Have any other countries set a target date to stop using
In UK news today; cheques (or Checks for American readers) will be
phased out by October 2018 due to the payment method being in
"terminal decline", but only if adequate alternatives are
Banks and credit providers have been investing in chips which allow
a customer to pay when the chip is pushed against a sensor, known
as contactless technology. Using a mobile phone to pay is another
Full article - http://news.bbc.co.uk/2/hi/business/8414341.stm
Hello, and welcome to this inaugural post with the aim of discussing Enterprise Report Management (ERM) related topics. Please look elsewhere for discussions about enterprise risk management or enhanced remote mirroring.
ERM is not new, the technology has been around for over 20 years with products like IBM Content Manager OnDemand, IBM FileNet COLD, IBM FileNet Report Manager, and IBM Report Management and Distribution System.
During this time many organizations have woven ERM applications into the backbone of their businesses to manage the storage and access of formatted high volume computer output and reports in support of customer service and, more recently, customer self service.
Other applications include online check storage and retrieval. If your internet banking application allows you to view your checks online, chances are they are being stored in an IBM Content Manager OnDemand system.
Historically ERM has been viewed as a standalone application. But within the past 3-4 years, ERM products have been increasingly integrated with other ECM products to support content, records and business process management applications. Not surprisingly, leading analysts now track ERM as a subcomponent of the Enterprise Content Management (ECM) market.
I look forward to discussing the use of ERM within the broader ECM community and beyond. Here’s looking forward to the next 20 years.
Although I have been involved in document capture for over 20 years, it was not until Datacap joined forces with IBM in 2010 that we started to meet regularly with large banks to help them address their massive mortgage processing challenges. Even given all the things that I had learned over the years about high-volume document capture, I have been surprised just how many nuances and special considerations that there are when it comes time to scan a mortgage.
Are you considering scanning and advanced document capture in your mortgage business (or are you just interested in learning more capture tricks-of-the-trade)? If so, then here's my list of the two most important ways that mortgage document capture is special:
1) Document = Batch
Most document capture applications are batch oriented. Why? Because it is almost always more efficient to scan a number of documents all at once (a "batch") versus one at a time. It is also a very useful simplification technique to reduce the number of "things" to track by grouping them into a batch, for example, if a batch consists of 50 documents, then there is a 50-to-1 reduction in 'things' to track.
There are some situations, however, where each document is its own batch. For example, this is often the case when the capture system reads from faxes. Typically each transmission is read into its own batch, and the sender is typically sending one document. Bank branch batch capture (described here) is another good example, where a customer hands over a document to a branch officer and that officer scans that document as a “batch.”
But mortgages are different. Depending on how you count documents, a mortgage packet of 200 or 250 pages may consist of 15 or 20 fairly generic document types up to 50 to 75 very specific doc types. In other words, the one meta-document, the "mortgage," is made up of many different individual documents, e.g. the loan agreement, proof of employment, liens, etc.
2) The primacy of document classification
For many years, advanced document capture was called "forms processing" because the task was to read data off of fixed forms. The archetypical application of forms processing technology was reading tax returns for government revenue departments. There may be different tax forms and schedules, but typically they had bar codes or other easy-to-identify distinguishing marks. (Read the Virginia Department of Taxation case study.)
A mortgage "document" with all its sub-documents is a completely different beast. In the packet there may be some forms with bar codes, but there are many pages that have to be "read" to figure out what they are. The biggest task - by far - when processing a mortgage is to figure out what each of the sub-documents is, and where they end and the next begins. There's no easy one-size-fits-all solution. Doing a good job requires an armory of techniques, some simple and fast like bar code recognition, and some much more sophisticated such as fingerprint matching and textual classification via content analytics.
Of course, mortgage processing shares many challenges and processing characteristics with other large-scale document capture environments. For example, demands for timeliness are high – getting the documents into the repository at the first possible moment in order to make them available for loan servicing or other parts of the organization. And there is a role – in some organizations – for remote capture in a browser or through MFPs of mortgages and/or related follow-on documents.
Mortgage processing is a bit different than many, perhaps most, document capture applications. But if you have any experience in document capture, you know that one of the enduring characteristics of capture is that it is “hard” exactly because each application is different. Even within the category of mortgage processors - e.g. originators, wholesale, correspondent – each have different needs on what document sub-types they want to identify. The knowledge and experience of one implementation can help with the next, but it is never just a matter of plugging in the same application for two different banks and expecting them to both work the same way!
Ready to learn more? Check this out: Intelligent Imaging for Financial services White Paper
Follow me on Twitter @CaptureGuru
Guest post by Scott Blau, WW Director of Document Capture, IBM ECM
In the 1960s, America was riven by “the generation gap:” elders who supported government and traditional family relations vs. the boomer generation of rebels in culture and politics. With the challenges of the 1970s the split started to loose relevance, until in the 1980s the boomers were getting older and more like their parents. The generation gap just faded. Or was it just replaced by a newer gap?
In a recent conversation with a bank CIO, I learned that the bank has a paper problem, but not the one I expected. The bank had installed a scanning system to capture paper documents and turn them into images, yet had been unable to realize the dream of a “paperless office.” With a little research the CIO and his team discovered something that many organizations are now facing: there is a new generation gap, and it is all wrapped up in paper.
Although the bank has a stated policy that discourages printing documents, some loan officers continued to copy each and every loan package (even mortgage applications of 200 or more pages) for their own reference. That in spite of the fact that the loan package is next sent for central scanning and then pushed on an internal portal for reference with handy indexing by document type.
Why were some of the most experienced – and productive – loan officers doing this? At first, the bank thought that the loan officers were simply being careful – ‘I’d better make a copy just in case the document is lost during transit.” But even after the bank installed scanning software in every branch, they were still making personal copies.
After he described this puzzling trend, I told the banker that he didn’t have a technology problem; he had a dependency problem, much like alcoholism or drug addiction in his company. Only in this case, people have become addicted to paper. Forget that an electronic document has been declared just as legal as a paper document. Forget that an electronic document can be retrieved much more quickly than a paper document; that you can copy it and paste it; keep it handy on your desktop, and even annotate it and share it in seconds with a colleague halfway across the country. The problem is you can’t hold it.
Even more interesting though, is the fact that paper addiction seems to be generational. The older and more mature loan officers were the offenders. There is a cut-off – somewhere around 1984 when the post-WWII generation gap supposedly disappeared – after which anyone born has no use for paper documents. The newer generation that has grown up with computers in school - using calculators instead of slide rules, and using word processors instead of typewriters - and their relationship to a sheet of paper is different from the previous generation.
The previous generation, which I fall into, required reams of paper to get through a school day. We grew up writing term papers in either in long hand on carefully typing, and re-typing, them. We calculated algebra equations on scratch pads. When we started our professional lives, there were secretaries in typing pools, clerks whose job it was to wheel around the office delivering interoffice mail, and miles of aisles in the basement filled with file folders.
We got so used to being able to hold a document in our hands that we became dependent on it, like a 3 year old cuddling a teddy bear in bed. And now many in my generation can’t do without it.
So I suggested to the banker that she could either wait 20 years for the young generation to replace the aging paper addicts – and who knows what the next generation gap may bring – or begin an awareness campaign around the advantages of electronic documents over paper and wean people off their dependency. But the irony was not lost that – after 25 years of hearing about the paperless office, that, here it is, finally within reach, and the last obstacle is simply people being unwilling to give up the comfort of holding a document in their hands.
Guest blog by Alan Horton-Bentley ECM WW Industry Marketing Manager - Banking & Financial Markets
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
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
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
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
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
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
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.
If you already registered to attend, why not build a sample agenda?
It’s a simple tool that allows you to search by industry, program, track or
Guest Blog post by Julie Vaccaro, Offering Manager IBM Content Classification
Everything in our life is categorized and classified in some
Ask 4 people in one household “where is the proper place to
store the toothpaste?” and you will likely get 4 different answers, including “on
the counter”, “in the toothbrush holder”, “under the sink” and “in a drawer”. This
may work well for a household environment, since every person probably has
their own “instance” of a toothpaste tube. But, what if this is a shared
toothpaste tube, that everyone needs access to? Where is the right place to
store it so that each person can get to it when they need it?
This may seems like a simplistic
analogy, but think about these questions. What if you walked into the Library
of Congress and there was no Dewey Decimal System? What if you went into the
hardware store and the items were not organized by their department or use,
such as Plumbing, Electrical, Paint, etc.? How would you ever find anything?
Now think about your business and all of its unstructured
content. Where do you store content so that anyone who needs it can access it,
use it, govern it and analyze it?
Individuals make classification judgments every day. I might
think it best to categorize all resumes into a single category called “Human
Resources Resumes” and store them all together. Another person, from the Human
Resources department, may believe that you should have a category for each
skill set, such as Marketing Resumes, Development Resumes, Janitorial Resumes,
and the like.
Content should be classified and organized such that it is
accessible, so that you can find it when you need it. Content needs to be
usable so that it is available when business decisions are made, either through
manual or automated processes. Content must be governed so that a business
complies with local, state, federal and business mandates. And finally, content
needs to been analyzed and understood to realize its full value.
Properly organizing content is like building a good
foundation. You need to build a house or some other structure on a good
foundation. When you do that the building of the structure becomes easier,
lasts longer and is easier to change later. If you don’t build a strong
foundation, it does not necessarily mean the structure will collapse, but it
will likely cause problem down the road.
The Bottom Line: To start extracting value out of content, a clear Classification strategy is a must.
See what's possible in Content Classification in your industry. IBM's largest EXPO invites
you to experience products, services and solutions in action.
attending the conference or not, you have a unique opportunity via
Social Media to get involved at Information On Demand 2011. Whether you
tweet, blog, share photos or videos - get involved today and add your voice to the conversation
using the official Information On Demand 2011 Social Media Aggregator (SMA)
This site provides real-time updates of all social activity surrounding
the conference, including tweets, blog posts, event photos and video. Join today
After you join, here are specific examples of how to get involved:
- Stay informed by visiting the SMA site frequently to listen to the conversation, and enjoy the photos and videos.
- Visit other ECM social media channels below to stay informed, as well.
Twitter, send a tweet along with the #ibmecm hashtag, and share a
question, comment, or thought related to Information On Demand 2011,
ECM, or our industry. Or share via one of the other ECM social media
- Share this blog post and ECM social media channels with others, encouraging them to join the conversation.
ECM Social Media Channels
- Using Twitter, reply to specific tweets from others that interest you; engage in a tweet conversation with them.
- Reply to a question, comment, or thought posted on one of the ECM social media channels below.
| eConnection Partner Blog
If you have any questions or comments, please let me know.@EricVonheim
Still finalizing your plans for Connect 2013? We've got a
few sessions that I think will interest you – be sure to add these to your
calendar! These are excellent opportunities for you to pose your questions to
our subject matter and industry experts, along with some IBM ECM customers.
Interested in meeting with ECM executives? We've got you
here to request a meeting with either Doug Hunt, ECM Business Leader, Ken
Bisconti, Vice President ECM Products and Strategy, or Carol Taylor, WW Sales
Leader for Social Content Management.
We also invite you to find us in the exhibit hall at IBM
booth 23 – stop by for a demo of what Social Content Management can do for your
Monday, January 28
11am (Swan Hotel, room 1,2): Genworth Financial, Work Smarter,
Not Harder, presented by Tim Perry, CTO of Genworth Financial
Tuesday, January 29
10am (Swan Hotel, room 9,10): Slumberland Furniture:
Using IBM Software to Deliver Consistently Superior Customer Experiences,
presented by Jamie Page, Director, Slumberland Furniture
11:15am (Swan Hotel, Pelican 1,2): Living Social, Its Not
Just About the Conversations and Topics, a panel discussion of experts,
including Joe Shepley, Doculabs, Larry Hawes, Dow Brook Advisory Services,
Cengiz Satir, IBM, and Steve Studer, IBM
1:30pm (Dolphin Hotel, S. Hemisphere
IV, V): Content & Social Ignites Context: IBM’s Content Platform of
Engagement, presented by Tim Perry, CTO of Genworth Financial, Doug Hunt,
IBM ECM Business Leader, and Ken Bisconti, Vice President of IBM ECM Products
5:30pm (Dolphin Hotel, S.
Hemisphere I): Ignite business performance in real-time with social
collaboration, mobile and content, presented by Ian Story, IBM and Steve
Wednesday, January 30
10am (Swan Hotel, room 4): Reduce, Reuse, and Recycle
Corporate Content, presented by Maig Worel, IBM
1:30pm (Swan Hotel, Mockingbird 1,2): Improving your
Information Economics with Complete Lifecycle Governance, presented by Mark
Thursday, January 31
7am (Swan Hotel, Toucan 1): Archiving and de-duplicating Email,
Files, and Social Content, presented by Cengiz Satir, IBM
Stay Social with us during the show #IBMConnect – @IBM_ECM @csatir
An InformationWeek Live WebCast:
The Myth of Systems of Record vs. Systems of Engagement
Date: Tuesday, December 11, 2012
Time: 9:00 AM PT / 12:00 PM ET
Duration: 60 minutes
Many business people are familiar with Geoffrey Moore's dichotomy of "systems of record" and "systems of engagement." While this construct is a simple, clear way of categorizing software purpose and functionality, it doesn't reflect reality in most organizations. Every day, workers create business records within email, collaboration, and social networking applications. At the same time, they seek to communicate and work with others within the context of work processes supported by their organizations' back-end systems, including those used to manage content.
In this InformationWeek Webcast, Larry Hawes, principal at Dow Brook Advisory Services, will make the case for digital environments that provide the data and content, as well as the communication and collaboration tools, needed to perform specific tasks, while shielding most workers from the complexity associated with the capture and management of legal business records.
VP and editor in chief of InformationWeek
Principal and Founder,
Dow Brook Advisory Services
Enterprise Content Management,
Business content is easily produced by Microsoft based
desktop productivity tools such as MS Word, Excel and Powerpoint. Internally, many organizations share and
collaborate on content using MS SharePoint.
As content moves through collaboration cycles, its value to an
organization increases - both for the collaboration team and for its value to
others across the organization.
I’d like to show you how users can leverage IBM ECM today through
collaboration applications like MS SharePoint and how users can leverage MS
desktop productivity and email tools to directly access ECM services.
Attend a live product demonstration of the latest release of Content Collector
for MS SharePoint (formerly known as FileNet Connector for MS SharePoint) and
MS Office direct integration with IBM FileNet Content Manager.
• Stay in the familiar MS Office
environment, while leveraging IBM FileNet Content Manager’s ECM capabilities to
help provide full lifecycle and compliance management.
• Access IBM ECM services directly
through the MS Office 2007 suite of products, providing access to most relevant
ECM features to help user get the daily work done without spending time
learning yet another new application.
Date: December 4, 2012
Time: 9:00 pacific / 12:00 eastern
Panelist: Maig Worel, Consulting IT Specialist - Social Business - IBM ECM NA
Technical SWAT Team
You can register for this event at: http://bit.ly/QuyTLS