Citigroup's IBM FileNet P8 Platform
Agenda
• Introduction: The BPM Platform at Citi EMEA
• Use Cases: BPM Solutions within Citi EMEA
• Discussion
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FileNet Platform Frankfurt – Overview
• Providing BPM and Archive Solutions based on IBM/FileNet for Users
across EMEA
– Archive Solutions Operational since 1997
– BPM Solutions since 2003
• Centralised BPM/Archive Platform for EMEA
– Operational hours 6:00 until 23:00 (6 days/week)
• Jointly run between Datacenter Operations and Development Unit
– Operated out of Frankfurt for Citi EMEA
– Cost neutral "Service Centre Concept"
– SLAs with customers
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Working as internal BPM/ECM ASP for EMEA
• Citi Customers Served
– 32 Business groups in 16 countries across EMEA:
• UK, Ireland, Norway, Sweden, Finland, Denmark, Spain, Belgium,
Switzerland, Germany, Austria, Czech Republic, Hungary, Turkey,
Greece, Russia
– > 200 Million Images and COLD Reports in online Archive Access
• Main Application Services Provided
– Image / COLD Long Term Archiving
– BPM / Workflow Solutions
– EAI across multiple applications
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Main Application Areas
• Credit Card Processing
• Customer Service
• Loans Processing
• Account Opening
• Order Processing
• Archiving / Document Retention
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Team & Services
• Team
– Internal Citigroup IT Staff, FileNet PS, Externals
• Services Overview
– Pre-sales & Project Acquisition
– Business Process Analysis and Process Modelling Support
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Project Management
Solution development and implementation
Data migration of existing archiving solutions into FileNet Frankfurt
System Operation (TI) and Support
– SLAs, Cost Model and Charge out
– Conceptual and Strategic Development of the Platform
– Customer Relationship Management
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Project Initiation/Motivation
• Cooperation with Operation Teams (Regional/Local) to identify new
application areas/Opportunities
• Replacement of paper based processes
– Cooperation with Scan Service Providers
– Elimination of transport delays
– Shifting of work to remote locations/Service Centers
• Replacement/Migration of existing Legacy Systems
– Consolidation to standard Platform in Frankfurt
– Central Support Team
• Save Cost
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Project Approach
• Phased Deliveries / Evolutionary Approach
– Focus on Process optimization
– Early Involvement of Departments/Users
– Early Prototype
– Deliver 80% of required Functionality in first Version
– Evolve functionality as users gather more experience in subsequent
releases
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Benefits for Citi
• Cost Savings
– Saving of manual work e.g. Data Entry
– Usage of low cost Service Centers
• Service, Process and Quality Improvements
– Quick transfer of work to remote locations
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• Compliance
– Compliant Long Term Storage
– Audit Trails
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Success Story
• Short Project implementation timelines
– average 3-4 months for delivering a new BPM solution
• Allow decentralised and central case processing
– e.g. Service Centres India, Barcelona
• Service Improvement for Customers
– Cycle Time for DSA Credit Card Application reduced from 14 to 4 days
• Rapid growing user base & volume insensitivity
– Units "want" FileNet to be able to process increased Volumes
• Improve control & compliance environment
– MIS - Address process bottlenecks & assure SLAs
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Citi's Standard BPM Client Approach:
IBM/FileNet Business Process Framework
• Simple and Easy User Interface for BPM
– Standardized Approach
– Quick Results
– Quick Prototyping to involve user-groups at early stage
• Basic Functionality included for most Applications
– Evolutionary Approach (80/20)
– Minimize custom development
– Expandable with custom development
(e.g. Tools) if required
– Ability to implement Applications
without custom development
– Configuration options
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BPM Solution for the Credit Cards Business Greece
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BPM Solution for Credit Cards Greece
• High Level Solution Description & Business Requirements
– Introduction of BPM Solution for Backoffice Processes related to
Credit Cards Greece (New Applications)
 OCR at Scan Level for all Forms data
 Electronic distribution of New Applications to departments across
different locations
 Elimination of time consuming Paper Transport to different locations
across Greece
 Elimination of manual data entry by introduction of OCR and Interface to
Host System
 Handover of case Data to Host System
– Data capture by external Scan Service
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Project Highligts
• Benefits for GCB Greece
– Cycle time reduction : up to 2days for cards
– Accurate & On-line MIS
– Better application status tracking
– Paper-less flow reduce manual dependency
– Elimination of manual Data Entry Service
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Scanning Process
OCR DATA
Scanning & OCR
Archive
Document Images
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Process in Detail
• Authorisation of card
– After validation of data
and positive decision
the data is submitted
to the host system
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Case View
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Document View
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BPM Solution for the Credit Cards Business Belgium
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BPM Solution for Credit Cards Belgium
• High Level Solution Description & Business Requirements
– Introduction of BPM Solution for Backoffice Processes related to
Credit Cards Belgium
 Electronic distribution of mail to departments
 Distribution of work across different locations
 Elimination of time consuming Paper Transport
– Pre sorting of incoming mail in Mailroom before scanning
– Data capture in the mailroom by external Scan Service
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Mailroom Processing
• Incoming Mail
• Presorting in mailroom
• Scanning and Basic Indexing in Mailroom
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Classification of incoming items
• Classification Scheme for incoming items
• Link Document Type to task and inbasket
• Automatic forwarding to the assigned department at the right location
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Inbasket View
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Case View
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Audit Log
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Questions?
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