1. Smart Process Applications
Derek E. Weeks

2. Enterprise apps: structured, predictable processes
75% 79% 85%
IT budget absorbed by Inflexibility limits Poor cross-functional
maintenance and changes to process processes
updates
Source: Forrester Research, Inc.
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3. BPM Mobile: work anywhere.
Growing expectations of the new iWorker
1.3 billion mobile workers by 2015
60% of LinkedIn users ages 18 - 34
85% of existing apps mismatched with business requirements 3
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4. Changing expectations of the customer
Interactions using antiquated transactional approaches
48% will invest in collaboration tech to improve app performance
Smart devices, pervasive video, social media, collaboration 4
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5. BPM must evolve from a blank slate
Good News / Bad News: it can work for any process
Address a greater spectrum of process interactions
Good to great to extraordinary Copyright © Open Text Corporation. All rights reserved.
5

6. Blank Slate?
Packaged Apps?
Something Better?
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7. Smart Process Applications
Source: Forrester Research, Inc.
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8. Smart Process Applications
deliver more of what customers want
Smart
Process
Applications
Work gets done faster and at lower cost by integrating
process, content, collaboration, communications,
awareness, and analytics.
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9. Smart Process Applications
deliver more of what customers want
Citizen Info What is
Reroute happening
applic? in my dept?
Capture
Docs?
eFOIA Applications eFOIA Application Processor Investigator Approved?
is scanned and indexed is recorded reviews Applic reviews Applic
Send Info
Rejected?
Notify Citizen
Other Automate
Docs? Tasks?
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10. Smart Process Applications
deliver more of what customers want
OpenText BPM
OpenText OpenText OpenText BPM OpenText
Capture Content Server StreamServe
eFOIA Applications eFOIA Application Processor Worker Approved?
is scanned and indexed is recorded reviews Applic reviews Applic
Send Info
Rejected?
Notify Citizen
Copyright © Open Text Corporation. All rights reserved.

11. Accelerating value
30 days to Smart Process Applications
Horizontal & vertical: using out-of-the-box components
Cloud: managed hosting, rapid deployment, secure, scalable 11
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12. Accelerating value
Process Knowledge
Professional Worker
Employees,
Manager Customers
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13. A better way to guide consistent outcomes
Rapid design forms to
capture all necessary
customer information
Integration to back-end
systems to speed
customer identification,
improve access to
records, and expedite
responses
Step-by-step guidance
based on inquiry types
Pre-defined scripts,
service levels, escalations,
etc.
Common views of
contacts, accounts, and
locations
Customer Service Agent Copyright © Open Text Corporation. All rights reserved.

14. A better way to collaborate on work
Provide real-time
guidance for in-flight
business processes
Expert search as a
social BPM
capability
Details of the case
can be shared within
the IM window
Conversations are
captured in a
decision audit trail
or inside the
knowledge base.
Customer Service Agent Copyright © Open Text Corporation. All rights reserved.

15. A better way to see your operations
Examine business
trends
Monitor SLA’s and
respond to
potential
bottlenecks
Manage team
productivity and
workload balancing
Escalate work
priorities
Manager Copyright © Open Text Corporation. All rights reserved.

16. A better way to access new services
Self-service portal to
initiate requests,
changes, or report
incidents
Personalized to offer
specific services to
customers, partners,
vendors, suppliers,
etc.
New services can be
rolled out at any time
Customers have real-
time visibility to the
status of a request
and the resolution
path.
Citizens and Customers Copyright © Open Text Corporation. All rights reserved.

17. Supports 5000 employees with services
including HR, management of crime
scene video, and compliance for
storing criminal records.
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18. The U.S. Social Security Administration
uses OpenText BPM to track detailed
information pertaining to allegations
and cases of fraud.
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19. Implementing our own software.
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20. Insurance Banking Pension & Wealth Energy
Claims New Account Superannuation Management Application for
Management Opening Expenditure
Vertical
Solutions
Insurance Legal
Government Healthcare Aggregate Spend
Underwriting New Matter
Intake
Customer Contracts Facilities
Horizontal Human Resources Shared Services
Service Management Management
Solutions
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21. Where will the next
Smart Process Application come from?
Delivered by OpenText
Delivered by Partners
Delivered by Customers 21
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22. Thank You
Derek E. Weeks
301.471.4911
dweeks@opentext.com
@weekstweets
www.linkedin.com/in/derekeweeks/
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