[webinar slides] 3 ways to power your case management with content analytics
TRANSCRIPT
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#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt
WebinarTitle
PresentedDATE
3WaystoPowerYourCaseManagementwithContentAnaly(cs
AnAIIMWebinarpresentedDecember7,2016
Underwri(enby:
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
Underwri(enby:
NathanielPalmerDirector,SoluNonArchitecture
Sercoh(ps://www.linkedin.com/in/bigdatasmartprocess@nathanielpalmer
ThankYou
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AIIMbelievesthatinforma(onisyourmostimportantasset.Learntheskillstomanageit.
OurmissionistoimproveorganizaNonal
performancebyempoweringacommunityofleaderscommi(edto
informaNon-driveninnovaNon.
Learnmoreatwww.aiim.org
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