Contenu connexe Similaire à Automating FOIA Requests for Efficiency Similaire à Automating FOIA Requests for Efficiency (20) 1. 1
Connecting Process Professionals
3. What’s new in Visio 2010
Investment areas include Ease of use, Process Management, and Visio Services
Ease of Use Process Management Visio Services
• Flowcharting • Diagram
• Office Fluent UI
Experience Publishing
• Shape Window
• Structured • Rendering and
Enhancements
Diagrams Navigation
• Diagramming
• SharePoint • Data
Improvements
Integration Connectivity &
Refresh
4. About Global 360
customers in countries
revenue
year history
profitability
process & document management
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5. The Traditional Approach
The Way Work Moves The Way Work Gets Done
PROCESS-DRIVEN APPROACH PERSONA-DRIVEN APPROACH
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6. Views for each type of Persona
Manager Participant Builder
Reports Process Modelling
Management
Dashboards viewParts
Document & Forms
Workflow
KPIs / SLAs Simulation
Analytics Case Management Document ESB
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7. 360° Leadership
Document-centric BPM MS Human-centric BPM
“Global 360…is the one product tested here that is “Global 360 also has built perhaps the most
best suited to fulfill an enterprise-wide BPM impressive integration to SharePoint... Few other
strategy….” BPM vendors, if any, provide this level of runtime
analytics."
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8. Global 360 in the Public Sector
Empowering Organizations to Increase Efficiency
and Transform Constituent Services
10. Government Focus is on Fundamental
Responsibilities
»Key Foundational Drivers
‣Improve Constituent Services
‣Transform for Maximum Operational
Efficiency
‣Meet Environmental Requirements
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11. Government Strategies Must Address
Today’s Needs
The public sector is driven by the need to deliver more efficient and effective
citizen-centric services
Constituent Service Delivery Today’s Sustainability “Go Green”
Government
Organizations • Reducing paper
• Constituent-centric service innovation
• Adapt to changing models
• Time to improvement
• Changing environmental expectations
• Interagency collaboration
• Enabling eGovernment
• Delivery flexibility
Operational Efficiency and Transparency and Performance
Cost Reduction Management
• Process transparency
• Process participant productivity
• Process control and quality
• Automated processing / STP
• Process audit ability
• Case management
• Risk management and reporting
• Reduce administrative costs
• Stimulus Funding Mandates
Rapid Time to Value
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12. BPM Discipline and Technology Play an
Important Role
“The increasing demand for cost
optimization in government operations
and greater visibility into government
spending and results has helped to
catapult BPM into government CIO
agendas.
BPM disciplines increase process
transparency and can be used as
levers for transformation and
enhanced program effectiveness and
customer service delivery.”
-- Gartner, July 2009
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13. Global 360 Delivers Value for Federal,
State and Local Governments
Reduce paper-related costs Pinellas Florida eliminated paper storage and
Paperless to Improve public records automated handling of court case documents.
Process access Filings, pleadings, etc. are scanned at intake
Shorten cycle times for access by Judge, Attorney, and Clerk..
Improve service delivery The Dept of Homeland Security
Deliver experienced a 42.9% efficiency savings when
Reduce manual errors
eGovernment they converted from manual FOIA processes.
Improve productivity
Improve finance Iowa automated their child support application
Greater processing efficiency
and admin that deals with collections issues. Case
Reduced errors
operations management assures payment obligations met.
Texas SOS automated order processing,
Enable Improved compliance import of documents, and document viewing of
transparency and
Reduced errors filings; audit trail details provide automated
accountability
reconciliation.
LA County automated DNA collection process
Quality Control & Insure Policy Action
through process and data availability, leading
Transparency Leverage Data Collection
to Cold Case resolution
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14. CASE STUDIES
How Government Organizations are Achieving
Results with Global 360
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15. U.S. Department of Homeland Security
Customer Success # 72
Problem: Manual process to respond to 130,000+
FOIA requests per year
• Must respond within 20 working days
• Costly paper-based process
• Large backlog of request submissions
Results: Today
• Automated Case Tracking System – FIPS
• Added 500 cases per month with no
additional staff
• 42.9% efficiency savings to electronically
process more than 1 million cases
• Handles 90% of FOIA cases
• 24% of the average benchmark case cost
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16. Pinellas County
Customer Success # 138
Problem: Unable to meet legislative public access
mandates; manual labor intensive process
for court dockets and case information
• Manual document management system for
nearly one million residents
• Costly paper-based and manual court case
process flows
• Slow disbursement & collection of fines
Results: Today
Automated case management makes
information available online, and improves
customer service
• Official records access via Internet
• Mobile Traffic tickets transmitted for central record
• Productivity gains for Judge, Clerk of the Court
etc.
• Dramatically reduced costs for searching for lost
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16
and misplaced paper
18. 18 Copyright 2009 © All rights reserved. Global 360 Inc.
19. Texas Secretary of State
Customer Success # 144
Problem: Requests for official business and commercial records,
public documents manual, time consuming process
Challenge:
• Reduce the amount of labour and time required to
fulfill copy requests for public documents
• Automate fulfillment of Uniform Commercial Code
(UCC) documents
“ The goal of our organization is to improve public
service and turnaround by minimizing the labour-
intensive tasks required to support public requests for
information.”
-- Head of the Business & Public Filings Division
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20. The Solution and the Benefits
Global 360’s BPM Solution powered by Microsoft enhances Texas Secretary of State’s
service to the public with streamlined business processes, web access to public
documents with self service, and ultimately reallocation of labor.
• Automate Order processing - for • Expanded hours of service through
incoming requests for filing documents online filing option
and automatically fulfill all orders with
print, fax or web. • Eliminated Overtime Hours (after
hours batch jobs) and eliminated temp
• Automate import of supporting workers for weekend processing of PIR
documents e.g. filing acknowledgements, (Public Information Reports)
filing certifications, search certificates
• Reduced phone requests for
• Automate letter generation of all Public searches, copy orders
Information Request letters
• Eliminated distribution of tapes /
• Improve Controls with audit trail details microfilm / microfiche copies to service
providing automated reconciliation. companies
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21. The Results
» Enhanced Customer Service (certified turn-around
commitment)
» 99% of UCC orders are filed On-Line
» 100% of On-line Filings are Same Day Turn-around
» 70% of All Filings now done On-Line
‣ 76% - Same Day Turn-around
‣ 20% - Next Day Turn-around
» 63% productivity gain for workforce
» Over $1Million annual savings – wages & overhead costs
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22. Visio 2010 & analystView
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23. Moving Beyond Modelling
Increased ROI & Business Benefits
Process
Execution
Simulation &
Optimisation
Process Discovery
& Modelling
Modelling
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Execution
23
24. Moving beyond modelling promotes continuous
process improvement
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26. Typical Insurance Company (TIC)
Claims Processing
» All Claims received on paper
claim forms – must be scanned
and data entered before
processing can commence
» Successful advertising
campaign has resulted in 25%
increase in new policies sold
» Increase in customers has had
knock-on 25% increase in
Claims submitted….
» Data Entry function can no
longer meet internal Service
Level Agreement (SLA) defined
for customer service
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27. TIC Goals/Objectives
(Typical to Claims Processing)
» Complete initial claims data entry for
100% of claims on date of
submission
» Provide claim acknowledgement to
customer within 4 hours
» Reduce number of claims in Backlog
» Reduce Claims Processing Cost
» Reduce number of Staff working on
process (Employee Fixed Cost)
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29. Typical Insurance Company (TIC)
Claims Processing assumptions
» Approximately 420 new claims
per day – equally split across
Life, Dental and Health
» Team of 8 handling Data Entry
and initial processing
functions
» Data Entry and initial
processing takes between 4
and 20 minutes per claim
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31. Moving beyond modelling promotes continuous
process improvement
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32. Q&A
Changing how work gets done
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