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!
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 ofholding a document in their hands.
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
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 Register: http://bit.ly/QuBEN3
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.
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
A better mobile content experience is here. See it in
action - live.
Improved access, insight and interaction. From nearly
anywhere. That's what you'll get from the latest
addition to the IBM Enterprise Content Management
solution family: IBM Content Navigator.
Attend a live,
online demonstration of IBM Content Navigator to
get a firsthand look at a richer, more collaborative and
mobile content experience. Content Navigator allows
users to access, manage and work with enterprise content
directly from nearly any mobile device, practically
anytime and from virtually anywhere - even across
multiple systems and enterprise content management
Attend this complimentary demo, and you'll learn how
Content Navigator can help you:
Collaborate from nearly anywhere, any time on
virtually any digital device
Add photos from mobile devices to business processes
Find the exact content you need through rapid,
Establish project teamspaces that streamline
Insurers – do you find it difficult to provide quality,
cost-effective customer service to your policyholders and agents? You're not
alone. Many insurers face the same challenges in today's market. Paper-based
processing environments are not conducive to providing high levels of service,
which your policyholders and agents expect. But how can you overcome these
Join IBM and TriTek Solutions for a one-hour webcast on
November 27, 2012 which will cover key points to maximize your investments in
document capture and retrieval solutions. During this session, we will also
share case studies of several successful implementations at both Life and
P&C insurance organizations.
A live Q&A session will be hosted at the end of the
webcast, so bring your questions for our experts!
Ready? Forward march! How is your organization preparing?
The battle against paper isn't over yet, my friends, and now there are new
technologies in the mix that are not only increasing your organization's
content, but dispersing it in entirely new ways. How your organization responds
to the BYOD (Bring Your Own Device) challenges will affect your employee's
productivity and could either strengthen your business or leave you shaking in
Join IBM at four of this fall's AIIM Boot Camp events to
learn how organizations like yours are outlining their battle plans. Network
with your peers and hear first-hand what works and what doesn't and then meet
with trusted vendors to help you reach those goals.
IBM will present some helpful ways to strategize, including
customer case stories about planning a social content management strategy –
should it be directed or viral? – and tackling the never-ending surge of paper.
Guest post by Steve Studer Offering Manager - IBM ECM Marketing
Products and Strategy
Observing the success of social networking and content
search tools reminds me of one of my favorite books called "Connections"
Burke. What I find they have common
is that a business' success is very much dependent on content being utilized
meaningful ways, e.g. connecting that content to the right people who can then
leverage the information for multiple purposes. Mr. Burke sites that one of the
biggest catalysts that changed the world was the establishment of the Library
in Venice where every ship arriving to do trade
was asked to provide books that were then reproduced by scribes and made
available to anyone who came to the library of Venice. What I find so fascinating is how the
idea's presented in this book was also adapted into a popular television series
on PBS and is now is electronically available. To me the essence of Social
Collaboration is to connect content to people and processes and to provide
context where Idea's can be freely exchanged. This typifies why IBM
Connections Enterprise Content Edition is so important to business today.
By the way, anyone interested in reading the book or watching the TV series can
for "Connections by James Burke" or View the multi- part
documentary on YouTube or buy the EBook
As James Burke often points out, the library concept expands
knowledge transfer at the same time it can be a great catalyst for change.
Connecting content with people can be the greatest incubator for expanding
abstract ideas. One case in point that happened to me just last week was one of
my colleagues found a WIKI link which I had authored and tagged in IBM's
Internal Connections site. What I found
so interesting was how the person discovered me. I had tagged a document inside the wiki with
meta-data tags for content analytics and social collaboration. I turns out this
person is working with several customers and was looking for an expert on the
topic of Social Content and any presentation materials that could serve as
educational tool for the customer.
Reaching the assets was only small part of her solution to her
challenge. The fundamental piece she
needed was connecting with the right subject matter expert who could help
present these concepts. I'm happy to say
I made her day because she was able to intuitively navigate our internal Social
Content community, locating both the content and expert, literally giving life
to the meaning “context to content and people”.
In closing, as James Burke so brilliantly points out, the
transfer of knowledge is the greatest catalysts for change. Consider what
wonders man has been able to expand upon when the transfer of information
happened at a wind and sails pace and the medium was primarily paper in the
form of books or correspondence. Back
then, the sharing of content and knowledge was rarely done face-to-face because
of the time it took to travel long distances, e.g. weeks, months and many
instances even years. It is unfathomable to me the impact that these new social
tools will have when you consider that connecting content with people on
opposite ends of the world can now be linked at the speed of Ethernet, not to
mention the ability to share that information through multiple social and
mobile content mediums. These new
technologies will definitely contribute to the "The Day the Universe Changed"
or at minimum a Smarter
business creates opportunities as well as challenges. How will you securely
integrate your existing content with blogs and wikis? How do you make the most
of your existing content management systems?
To help you
answer these questions Cengiz Satir spoke with top social business leaders to
discuss these topics and more.
here to download a series of podcasts, including a conversation with
Doculabs on Social Business and Enterprise Content Management. Find out how to
keep users satisfied and your corporate knowledge in-check. And hear what IBM
is doing to help create productive experiences among employees, suppliers,
partners and customers.
getting the most from your social business initiatives?
If you will be attending the AIIM Conference in San Francisco, we would
love to meet with you to discuss your organization's specific needs. Join us
for a roundtable in the SolutionCenter at March 21 at 3pm
to discuss how social your business should be. See our session on March 22 at
2pm "The Future is Here: Content-in-Context is IBM Social
Content Management" about how to keep your content social and
"moving" to increase value.
the last post (Part 1) I indicated that we were going to talk about the first
steps of the establishment of an ECM Center of Excellence organization. But
before we go there we have a few other things that need to fall in place.
Establish a ECM Program and Program Manager
ECM to be successful at a enterprise level, it must be treated as a program. A
program with a Steering Committee that is representative of the whole
enterprise and leverage it to provide guidance, impetus, and a high-level
sign-off for company-wide issues such as the corporate taxonomy, key metadata,
and security models as well as critical SLA and Disaster Recovery/Business
Continuity requirements. The ECM Steering Committee is responsible for the
establishment of a ECM Center of Excellence, first by assigning a ECM Program
Manager that is responsible:
program services are visible, planned and managed to the client’s goals and
the development of ECM vision and strategy
development, promotion and management of ECM services
creation and adherence of best practices, proven methodologies and processes
continuously refine COE metrics and management reporting
Develop an ECM Program Roadmap
of the first item of the ECM Steering Committee is to assign resources to work
with the ECM Program Manager to develop an ECM
Program Roadmap. First step of the ECM Program Roadmap is to evaluate
current state followed by gathering current and future business and IT needs.
Once the current state and needs are determined then the high-level future
architecture is defined. A gap analysis from current to future is performed
which drives the rest of the ECM roadmap. The roadmap needs to address both the
ECM COE development/implementation, ECM technology planning/design/deployment
tasks and the establishment of measurements/system validation tasks.
ECM COE Foundation Development group of tasks in the ECM Program Roadmap,
includes the identification of needed services, and a development plan for the
COE resources. The development of key ECM COE processes to run the COE as well
as develop and deliver the needed services.
ECM Technology Planning & Design group of task focuses on the development
of the ECM Technical architecture and produce the architecture artifacts to
integrate into your Enterprise Architecture. On of the important artifacts that
I want to point out is the concept of Solution Patterns. Later I will discuss
packaged (tiered services) and these solution patterns provide governance when
to use particular packages and provides guidelines around the extension
(customization) of these packages. The other activity of this grouping is the
development of an ECM Technology Deployment Plan which will be a detailed plan
and timeline of the deployment of all the ECM underpinning as well as the
services provided to the organization
Identify ECM COE Offered Services
evaluate the current state (first swim lane) of the ECM Program roadmap,
information was gathered to define a high-level architecture to meet the
business/IT needs. Now the ECM COE resources look at the business
challenges/objectives and the future architecture and define appropriate levels
of functionality for various segments of the potential user base.
COE and business units work together to define various packages or tiers of ECM
functionality (for example: ranging from packages with basic store-and-retrieve
capabilities, to more advance packages offering revision-control and automated
workflow capabilities). Other tiers may take into account the acceptance of
change in the business units. Some business units may desire mature services
and avoid change while others may require more leading edge technology which
typically involves introduction of technology on a more frequent basis.
leveraging package solutions is the desired for fast deployment and cost
containment of ECM to the business, it may not meet all the requirement of the
business. In that case the package can be used as the base and custom
components augment the package to meet the business needs. All custom
components will be design with reuse in mind and could be considered ECM COE
services as well.
the Current/Planned ECM technology and the project pipeline, a prioritized
delivery plan of packages and custom components can be developed. The Industry
ECM Direction can be used to determine other services/packages that might need
to be developed that are not currently needed by projects in the pipeline.
Services that have no immediate need but need is expected in the near term,
should be noted and once the ECM COE has needed services implemented, these
will be areas of research focus (Research is a key recommended process that
will not be discussed in this presentation).
far we have been talking about technology services but the ECM COE also
provides Advise & Consult Role based services to the enterprise. Services
Solution Design Services – ECM COE Architect Role provides the knowledge to
develop business solutions leveraging the ECM technologies. These solutions can
be either: Content Storage and Retrieval Solutions: These solutions are
primarily focused on centrally managing content (paper and electronic) as well
as content retrieval. Typically a generic client is provided for retrieval.
Document Centric Workflow Solutions: These solutions not only focus on
centrally managing the content but managing the business process that leverages
the content. Typically this will be a BPM application with a customized user
Solution Requirement Gathering Services - ECM COE Process Designer/Business
Analyst provides the skills to help the business gather and understand their
requirement and translate them into ECM solution requirements. This information
is then used by ECM COE Architect to more efficiently and accurately design a
Modeling Services - ECM COE Process Designer/Business Analyst is
knowledgeable in principles of process modeling as well as the tools to assist
the business with documenting their current and future process with ECM
technology enablement. The ECM enable process models then can be used by the
technical designer to automate the model with the BPM tool
Technology Research Services - ECM COE provides the skills to evaluate and
research new ECM technologies and help the business in the selection of
technologies to meet their requirements
ECM COE role services should be indentified during this exercise so that it can
be communicated to the customers resulting in strengthen ECM solution provided
by the ECM COE
time flies when having fun. I am out of time and my daughter is waiting for me
to tuck her in so on the next post we’ll pick up with a discussion of the next
step of a ECM COE Foundation Development.
let me know what you think. All feedback is greatly appreciated.