[webinar slides] 3 ways to power your case management with content analytics

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#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt

WebinarTitle

PresentedDATE

3WaystoPowerYourCaseManagementwithContentAnaly(cs

AnAIIMWebinarpresentedDecember7,2016

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NathanielPalmerDirector,Solu-onArchitectureSerco

DavidJennessMarke-ngManagerIBM

Host:TheresaResekDirectorAIIM

Today’sSpeakers

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WhatDoesProcessAutoma(onLookLike?

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WhatDoesSmartAutoma(onLookLike?

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CaseManagement+ContentAnaly(csEnablesSmartAutoma(on

Data-Driven = understands the context of work (knows what’s inside the payload and where it is in the process)

Goal-Oriented = decision logic drives optimal outcomes

Adaptive = changes course in response to business events

Smart Automation = understanding of the process, rules, content, and business events to expand the envelope of what can be successfully automated and managed

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CaseManagementFocusesonEvents,Goals,andOutcomes

AnEventOccurs

TheCaseis

Completed

ACaseFileisOpened

Ac(vi(esandWorkCreateContent&ContextAddedtotheCase

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Goal-Drivenvs.Scripted

CaseManagementProcessesAreGoal-DrivenandNon-Determinis-c,TheEndPointisKnownattheStart,thePathwayforReachingitisDeterminedbytheOutcomeatEachStageaswellasRulesandPoliciesApplicabletotheCase.TheStateoftheCaseisdeterminedbytheContentandContextWithintheCase,NotWheretheCaseisatAnyTime.

IssueResolved&Recorded

CustomerReportsProblem

ACaseisOpened

IssueisInvesNgated

SoluNonApplied,

Unsuccessfully

AlternaNvesResearched&

Applied

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Determinis(cvs.Non-Determinis(c

BPMNProcessesAreDeterminis-c,

WhereAllPossiblePathsAre

KnowninAdvance,NoMaLerHow

ComplexthePathwaysMayBe.

TheDirec-onoftheProcessis

DeterminedbythePre-DefinedPath

andCurrentState;StateisDetermined

bythePrecedingAc-vity,

WhereitisintheProcess.

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HowKnowledgeWorkersSpendTheirDay

9%

17%

20%

30%

31%

FullyAutomated,LackofOpportunitytoChange

PartiallyAutomated,butFrequentExceptions

DocumentedandManaged,butNotAutomated

Consistent,DefinedGoals;VaryingMeanstoAchieve

PurelyAd-Hoc,NeverHappenstheSameWayTwice

2/3ofaKnowledgeWorker’sDayisSpentinUnstructured&OVenUnpredictableWorkPaLerns

Roughly1/3isStructured,Predictable,AutomatedorAutomatable

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Goal-Driven=Non-Linear

CasesEvolveOverTimeintheDirec-onofAchievingaGoal,OVeninUnpredictableDirec-ons,RequiringtheAbilitytoJumpForward,JumpBack,Re-doorOtherwisePerformWorkinaSequenceThatCan’tbeDeterminedinAdvance.

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Adaptable,NotAd-Hoc

BusinessRules,BusinessAnaly-cs,Context-Sensi-ve‘Help’andKnowledgeManagementFunc-onsHelpGuideKnowledgeWorkerstoMakeDecisionsAboutCasesasTheyEvolved.TheCaseManagementSystemAdaptstotheContextoftheCase,GuidingtheOutcomeBasedontheCombina-onofRules/Policies,Data,andApplica-onofKnowledgeWorkerKnow-How.

R90 G170 B250 IBM Stories from World of Watson 2016

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Mortgage Processor: Cloud based Case

Management

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HowTeamsCommunicateaboutLoans

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Op(mizeWorkloads

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Opera(onalAnaly(csfortheManager

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America First Credit Union: Performance Analytics

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MonitoringChallenges

New Metrics Are Hard to Capture • Custom application programming to capture metrics

Reactive Instead of Proactive • Data not distributed quickly enough to act upon immediately

Metrics Often Skewed by Anomaly • One timeout could skew entire days’ worth of data

Tedious Investigation • ManualSQLqueriesrequiretechnicalanalysts

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Content Platform Engine

Content Navigator

Case Manager

Datacap

Custom Data Sources

Distillr Curator

DisNllrEngine

DisNllrDashboard

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HowExpecta(onsChange

SaintPeter'sSquare2005

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SameScene,DifferentReality

2005 2013

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“60% of smartphone or tablet owners who switched primary banks in the fourth quarter said that mobile banking capabilities were an “important” or “extremely important” component in their decision to switch, versus only 48% surveyed 6 months earlier.”

Source: Mobile Financial Services Tracking Study,” AlixPartners

Expecta(onsToday

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HowDoYouAutomateCustomer-facingWork?

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Thehomeofficereceivesapplica(onelectronically,underwritesthepolicyandelectronicallyissuesandsendsthepolicytorep.

Capture,Recogni(on,Classifica(on:Ques(onsanswered,theapplica(oniscompletedandsignedelectronicallyonthetablet.Theclientwritesachecktobindtheapplica(onandtherepusesthetablettotakeapictureofthechecktobindtheapplica(on.

AFieldRep(suchasaFinancialAdvisor)conductsclientannualreview–determinesclientneedsaddi(onallifeinsurance.

Therepcanchoosetoprintthepolicyorsendanelectroniccopysecurelytotheclient.

1

4Therephitsthe“Mayday”bubonandspawnsalivevideochatwithanunderwriter.

5

6

6

CaseManagementisthePlacormforDigitalTransforma(on–LeveragingMobile,Cloud,andCog

3

2repbringsupaninsuranceapplica(onontabletandfillsoutwiththeclient.

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BusinessValue

Time

Movetothepointofac(ontohere...

…fromhere.

TheValueofAc(ngEarliervs.Faster

Thegreatestlossoccursinthefirstmomentofanevent

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BusinessValue

Time

Business-relevantEventOccurs

DecisionConfirmed

Ac(onTaken

ActSmarterWithData-drivenDecisions

ActUnderstand

TimeRequiredtoProcessContext

TimetoTakeAc(on

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Major US Bank: Building A Better Customer Experience

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Pensionfundusesanaly(csandcasetopersonalizeoffers

SocialmediaanalyNcsnoNfiescustomercarewhenacustomerannouncesalifeevent

TransacNonalanalyNcsnoNfiescustomercareofextrawithdrawalacNvityonaccounts

CaseManagerprovidesNextBestAcNon

Cross-sellUpsell

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Dutch Tax Department: Improved Citizen Response

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Bimodal IT

Run Differentiate Innovate

Mode One Predictable, reliable, risk-averse, standards-oriented, rigorous governance

Mode Two Exploratory, adaptable, no fixed

rules, risk-taking,

Source: Gartner (2016)

IT

LOB

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Objec(onsandAppeals

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Next

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Nuclear Regulatory Commission:

Improved knowledge management

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Licensing,Inspec(on,andEnforcement

AnalysisofmassiveamountsoftechnicalinformaNon

§  InformaNonmustbeshowninassociaNonwithrelateddetailstoexposecomplexinteracNons

§  WatsonAnalyNcsintegraNonwithIBMCaseManagerkeepstheseassociaNonstogether

§  KnowledgeManagementinaCase

IBMCaseManagerwithDITA§  CollaboraNveauthoringofreviewfindings

withDITA(DarwinInformaNonTypingArchitecture)

§  DITAfilesmanagedinaCase

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Transportation Agency: Safer roads with cognitive

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CorporateInforma(onFactory(CIF)

IncludesFourApplica(ons:§  WatsonContentAnaly(cs(WCA)

§  Advancedtextsearches§  Cognos

§  ReporNng,dashboards§  AdvancedCaseManager(ACM)

§  Advancedworkflows§  Sta(s(calPackageforSocialSciences

(SPSS)§  PredicNveAnalyNcs

Opera(onalDataStore(ODS)–  FuelstheapplicaNons

–  DataMarttoEnterprisedata

–  Legal&technicalmeanstoingestConfidenNalBusinessInformaNon

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WanttoExperienceCaseManagement?

IBMCaseManagerinteracNvedemo

h(p://www-01.ibm.com/sobware/

analyNcs/media/advcasemngmt/index.html

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NathanielPalmerDirector,SoluNonArchitecture

Sercoh(ps://www.linkedin.com/in/bigdatasmartprocess@nathanielpalmer

ThankYou

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AIIMistheCommunityforInforma(onProfessionals

AIIMbelievesthatinforma(onisyourmostimportantasset.Learntheskillstomanageit.

OurmissionistoimproveorganizaNonal

performancebyempoweringacommunityofleaderscommi(edto

informaNon-driveninnovaNon.

Learnmoreatwww.aiim.org

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