2016
October 06, 2016
When Transforming from
“Ugh” to “Yay”
Andrea Chiappe – Director of Strategy & Innovation
The value of your information, realized.
SYSTEMWARE.COM
|
@SYSTEMWARE|
@ChiappeAndrea
AIIM NYC
ROADTRIP
2016
WHO IS SYSTEMWARE?
AIIM NYC
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2016
Who is Systemware?
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WE ARE A LEADER IN
INFORMATION
MANAGEMENT
INTELLIGENT CONTENT
NETWORKS
SCALABILITY
61%
Large Enterprise |
BUSINESS CONTINUITY
CURATED VERTICAL
SOLUTIONS
CUSTOMER SATISFACTION
33% Small to Medium Enterprise
|
6% Government
2016
Who is Systemware?
DISTRIBUTE
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GOVERN
CURATE
ENABLE
MANAGE
STORE
DISCOVER
CONNECT
WORK
SECURE
CAPTURE
PACKAGE
ANALYZE
COLLABORATE
2016
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Enabling you and your
businesses with Information…
C-Suite
Security Officer
•
•
•
•
Efficiency
Shareholder Value
Strategy
Continuity
• Encryption
• Policies
• Rights and roles
• Auditing
•
•
•
•
•
•
2016
Dept. Leader
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Tailored & Adaptable
Process Improvement
Self-serve and intuitive
KPI
App Store
IT Admin
Automation
• Ease of Deployment
• Maintainable
• Infrastructure Visibility
• KPI
ECM
INDIVIDUALIZED
Architect
•
•
•
•
•
End User
• Curate & Collaborate
• Accessible and simple
• Responsive
• Intelligent
• Insight
NOC Admin
•
•
•
•
•
Reporting
KPI
Automated Tools
Controls & maintainable
Administration
Compliance
Officer
•
•
•
•
Governance
Auditing
Policies
Secure
High Availability
Reliable and scalable
Hybrid
API
Micro Services
Demographic Shifts
He has a new
perspective on how
to get work done
more efficiently.
Flexible Work
He expects to work on
a schedule that best
fits his lifestyle.
Anytime and
anywhere access.
2016
Trends of the Digital Worker
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Consumerization
He raises the standard
for business applications.
His expectations
are higher.
Citizen IT
He will seek a plausible
workaround when IT is
slow to respond.
2016
It’s Time for Change
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81%
indicate having a limited ability to search
across multiple repositories.
59%
feel that mobile access to content is very
important or vital for their business.
43%
have four or more ECM systems within their
enterprise.
Corporations
54%
are implementing company-wide or cross
departmental ECM.
Source: 2015 AIIM
2016
OUR INFORMATION
LANDSCAPES ARE COMPLEX
AND UNIQUE.
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2016
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SOLUTION DESIGNS MUST
BE CAPABLE OF
EMPOWERING THESE
DIGITAL ECOSYSTEMS.
2016
INTELLIGENT CONTENT NETWORKS
CONNECT PEOPLE AND
BUSINESSES WITH CURATED AND
CONTEXTUAL INFORMATION.
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2016
The Future is Hybrid
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By 2018,
1 in every 2
enterprise businesses will manage their content with a
hybrid architecture.
Plan for:
• Integration of on-premises and cloud-based solutions
• Multiple ECM platforms should have the flexibility to interoperate
• Choose a solution based on ease of use and deployment.
Source: Gartner 2015
2016
Transformation Journeys
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EXPERT
JUST STARTING
GETTING BY
We are all likely at different stages.
The important thing is that as digital journeys continue to evolve – we move
forward.
VOLUME
VARIETY
VELOCITY
2016
The Chaos of Content
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VALUE
MEASURES WE KNOW
More and more data has been
collected and distributed
around the world.
MEASURE WE DIDN’T
KNOW…UNTIL NOW
Now we can harness that
information and provide
businesses value.
American knowledge workers waste a quarter of their time dealing with huge
data streams, costing the economy $997 BILLION ANNUALLY.
Source: The Information Overload Research Group
2016
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2016
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MANAGING INFORMATION IS A STRATEGY
The Drivers are Different
OPERATIONAL EFFICIENCIES
Growing the business via measurable
productivity increases
COST OPTIMIZATION
Running the business through cost
avoidance or reduction
DIGITAL BUSINESS
ORGANIZATIONS
VALUE INFO MANAGEMENT
IN MANY WAYS
Transforming the business by treating
content and information as an asset,
encouraging collaboration and decision
making and creating new business
opportunities
COMPLIANCE & GOVERNANCE
Meeting regulatory compliance
requirements and supporting business
continuity
DEFINING VALUE
EVERY ORGANIZATION WEIGHS THE DRIVERS FOR AN INFORMATION MANAGEMENT STRATEGY
DIFFERENTLY
Objectives
Historical software solutions
Multiple platforms
MODERNIZE
Optimized
Connections
Reliability and usability
High availability and
scalable
Delivered as services
Improved use of
intelligence in our
processes
MODERNIZE
MODERNIZE
Intelligent
Processes
Flexible
Infrastructure
Usable
Experiences
Enterprise
Visibility
INTEROPERATE
INDIVIDUALIZE
Self-service app stores, robust enterprise
life cycle capabilities, curated view of
info and content, simple UX.
Intelligent layer on historical archives
Seamless Integration
Auditing and reporting
2016
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See the challenges for what they really are…
2016
Habituation
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2016
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How can we break out of this cycle?
2016
Propeller Head
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Select * from
transformed_solutions where
features @?’{“Faster Results”,
“Beautiful UX”, “Easy
Sharing”, ”Plays Nice”,
”Modern”}’
2016
Step back.
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2016
WAY back.
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2016
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How many tasks before and after
a process? How many systems
are interoperating?
What would happen if you
change these, combine them, or
remove them all together?
2016
Background
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Large Company
Managing complex business
processes across multiple product
lines, applications and workflows.
Realized they were leveraging
operationally limiting technologies
and processes that did not
support efficient cost structures
and limited company’s agility.
2016
After big picture analysis
Reduce cost
and
Operational
Complexity
Support
Integration
across siloed
systems
Improve
quality,
Reduce
Cycle Time
and Enable
Scalability
Move to
automation
over
manual/
peopledriven
process
Enhance
User
Experience
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Provide
System
Stability
Build
foundation
for future
service
offerings
2016
Zoom in…
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2016
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Look at the tiny details to uncover EFFICIENCIES.
2016
Evaluate the Digital JOURNEY.
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2016
Don’t Duplicate. INNOVATE.
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2016
Basic Workflow
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1. Insurance Carrier Sends Information to a Processing Company
• Information comes in digital and physical formats
• Information consists of standard medical bills, text-based
documents, pictures and hand-written notes
2. Company Accepts Information For Processing
• Information gets manually sorted, digitized/scanned,
annotated and entered into company’s system
• Information gets transferred from the imaging system into
appropriate product to be validated, analyzed, repriced
and prepared for negotiations
3. Company Provides Recommendations to the Insurance Carrier
on Further Actions and Payment Amount
The Details
<150 Pages
New Bill
>150 Pages
High Wait
& Resorting
Bill Locked
& Review
Review
SORTING
FIRST LEVEL CODING
DATA ENTRY
Arranging or
Re-order of
pages in a
package
Check the
Sorting Quality.
Annotate the
mandatory
elements to
process
Keying the annotated
information's provided
by First level coding
TOC
creation
Wait time
Wrong
Authentication
33.57 mins
Insurer
TABLE OF CONTENT
Creating an index
page for a quick
reference to page
numbers for each
Medical Bill,
Records & Misc.
section in a
Demand
50.13 mins
Manual
Lookup
2nd LEVEL REVIEW
Verifying Sorting,
Validate, TOC and
entered data. Review
the End notes. Diary
notes update
regarding the End
notes
No Standard
Comments
206.10 mins
46.73 mins +
12.47 mins
63.20 mins
16.17 hours
18.13 hours
Processing
Time
Wait Time
29.14 hours
12.31 hours
75.75 hours
Wait Time denotes the time in Queue before Processing
2016
Key Wastes
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• Waiting: High wait time in first step of the flow – Sorting leading to
ripple effect across the downstream process
• Over Processing: Repeated review activity at every stage to
check the upstream process correctness
• Defect : Wrong Authentication /Resorting leading to rework of
the demand
• Waiting : Wait time in TOC process
• Over Processing : Higher Review time in referring to manuals for
coding
• Lack of Integration : Multiple systems with no clear
communication between them
2016
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Think like a child and feel the challenges again…
2016
The Approach
Deploy
Systermware’s
intelligent content
network
Remove
Antiquated
processes
Provide E-Delivery
solutions to reduce high
Production cost &
manual storage
Intelligently Sort and
Package Demand
Files
Add Intelligence
to the Curation of
Information
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Enable Customer
Service with
information to
increase customer
Satisfaction rating
Reduce resource
cost
2016
Flexible
A Hybrid Solution
•
•
•
•
•
Anytime, Anywhere Access
High Availability & Automatic Replication
Compression & Encryption at Rest/Transit
Governance & Compliance Focused
Interoperable
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2016
Flexible
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connectors
2016
reCon(nect)
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SYSTEMWARE
reCON
External
Systems &
Things
File Systems
3rd Party Info
Management
Systems
Social
Media
Content
Source
Content
Source
Content
Source
Web Front
End
(Client Facing)
2016
reCon(nect)
Clients using API
(Capture, Search,
Retrieve/
Transform)
Real - Time
Connection
Layer
Document
Management
/Archives
Clients using UX
(External & Internal)
(External & Internal)
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Clients using Web Services
(External & Internal)
ABSTRACTION TIER
Systemware Micro Services & SOA
Systemware API & Widgets
RDB
METADATA
Content Cloud
NoSQL
Document Storage: AFP, PDF,
TxT, Tiff, XML, etc…
Client A
Client B
RDB
METADATA
Content
Client N
ReCON
Connector
3rd Party ECM STORAGE
3rd PARTY
ECM
1. ABSTRACTION TIER receives request
2. ABSTRACTION TIER calls Systemware to retrieve content
3. Systemware ReCon Connectors retrieve content
4. Systemware transforms if required
5. ABSTRACTION TIER returns PDF
Content
Document Storage: AFP, PDF,
TxT, Tiff, XML, etc…
Client A
Client B
Client N
2016
The Result
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210
143
17
80
50
27
12
13
BILLION
THOUSAND
Document
pages
managed
BILLION
MILLION
MILLION
MILLION
MILLION
MILLION
Document
pages
managed
Additional
pages
added
The Solution
Document
images
managed
Back office
documents
retrieved
Transactions
processed
Signatures
verified
In savings
More than 100,000 associates empowered to manage and retrieve
curated information from billions of documents, saving more than
$13 million and improving customer service outcomes each year.
2016
INCREASE
INSPIRE
COLLABORATION
TRANSPARENCY
IMPROVE
EFFICIENCY
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2016
Thank you.
www.Systemware.com
@Systemware
@ChiappeAndrea
The value of your information, realized.
SYSTEMWARE.COM
|
@SYSTEMWARE|
@ChiappeAndrea
AIIM NYC
ROADTRIP