wfmc awards for excellence in case management...
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Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Welcome to WfMC Awards for Excellence in Case Management 2014
Presented by Keith Swenson, WfMC Chair
Support by
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
4th Annual WfMC Awards for Excellence in
Case ManagementJudges:
Fred Cummins David Duggal Keith Harrison-Broninski
Dana Khoyi Tom Shepherd Marco Brambilla
Karl Walter Keirstead Alberto Manuel Sandy Kemsley
Nathaniel Palmer (director) Keith Swenson (Founder) Chuck Webster
William A. Brantley Steinar Carlsen John Matthias
Dermot McCauley Frank Michael Kraft Irina Rychkova
Alexander Samarin Jacob Ukelson
WfMC Awards Director: Layna Fischer, Future Strategies Inc
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Impact
Innovation
Implementation
Recognizing Excellence in Case Management
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Finalists Across All Categories• Camargo Correa S.A. nominated by Mind Services• Office of Secretary to Govt of Federation Nigeria (OSGF) nominated by Newgen• State of Maine nominated by Pegasystems• Cognocare nominated by IActive US Corp• Crawford & Company nominated by Appian• Department of Human Services, State of Hawaii nominated by Imagine Solutions• Infosys McCamish Systems LLC nominated by Pegasystems• Kirtland AFB nominated by Clover Leaf Solutions, Inc.• National Police Immigration Services (NPIS) nominated by Computas AS• Pershing LLC, a BNY Mellon Co., nominated by Pershing LLC, a BNY Mellon Co.• Port of Antwerp nominated by Port of Antwerp• TIAA CREF nominated by IBM• WESTMED nominated by Hyland Software, Inc.
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Construções e Comércio Camargo Corrêa S.A. nominated by Mind Services
FINALIST: Excellence in Contract Generation
JuriShare - Contract Generation SystemSituation:• Delays in contract issuance due to
lack of standardization • Large volume of contracts issued
without review by Legal Department
• Numerous lawsuits generated as a result
• Workflow required to standardize documents, centralize access to them and decentralize its usability
Mauro Grecco (Camargo Corrêa)André José Teixeira (Camargo Corrêa)Mirna Branconaro (Camargo Corrêa)Marcelo Vicentini Marchetti (Camargo Corrêa)Ana Cristina Dias Gomes (Camargo Corrêa)Cinthia Rosa De Paola (Camargo Corrêa)Thais Andresa Genua (Camargo Corrêa)Michelle Shenshin Liang (Camargo Corrêa)Mauricio Amarante (Mind)Peterson Carvalho (Mind)
Implementation & Innovation• A specific workflow was established
(one for contracts with suppliers and another for public or private Clients)
• Creation of multiple types of standardized contracts
• Commercial and legal terms split in two parts of a single contract
• Templates may be altered at any time as required.
JuriShare - Contract Generation System
Benefits• Contract analysis time reduced
from 7 business days to 24 hours
• Reduced operational costs, including lawsuits and outsourcing
• Assurance of high quality documents
• Increased transparency • Ease of document management• Centralized document access• Decentralized usability • Improved risk control
Technology• SharePoint 2010 Standard; Windows Operating System.
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
FINALIST: Excellence in e-Gov Public Sector
Office of the Secretary to Government of Federation Nigeria (OSGF) nominated by Newgen
Challenges:
•Manual, labor, time and cost intensive process •Lack of flexibility for dynamic routing and re-routing •Lack of Information security •No monitoring, tracking and reporting of process•High operational costs•Slow roll out of initiatives
Implementation & Innovation
•Leveraged Newgen Case Management solution•Convergence of BPM and ECM capabilities for complete automation•Dynamic actions for ad-hoc routing and approvals•Drill down process performance information knowledge•Improved life-cycle management of business entities•Enhanced two tier security•Option for Mobility driven process management•Integration of EDMS with Audio Visual Conferencing
Benefits
• Cost- 60% cost reduction in overall process• Time-70-80% improvement in cycle times• Quality- Efficient process monitoring leading
faster processes and initiative roll out• Information Security
Technology:
Newgen Case Management SolutionECM for Content Management, Storage and Archival (OmniDocs)BPM for Process Designing, Monitoring and Analytics (OmniFlow)
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Think Big, Start Small Jim Smith, CIO, State of MaineDoug Averill, Director of BPM, State of Maine
FINALIST: Excellence in Public Sector Customer Services
The State of Maine nominated by Pegasystems, Inc.
Situation• Need to reduce time
to successfully resolve blocked unemployment claims
• Need to rapidly respond to legislative changes
• Increase automation
Implementation & Innovation• Reuse of systems across
organization• Deliver superior customer
service • Create the agility to adapt to
market changes• Replicate operations of
leading commercial organizations
Benefits• Reduced processing from
42 days to less than one week
• Approximately 20% code reuse for future projects
• Established a BPM Center of Excellence
• Seamless transparency
Technology The State chose a platform that incorporated a secure, cloud-based infrastructure
unifying BPM, CRM and case management. Provided by Pegasystems.
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Cognocare nominated by IActive US Corp
Situation:• 200+ pediatric cancer
cases studied in Spain• Approval of Ethics and
Research Councils• Appropriate training of
physicians required
Implementation & Innovation• Integrated with EHR labs and
drug supplies• Reactive to patient conditions• Physicians override the rule.
Benefits• Physician Time Savings
• 48 min/patient max• 10min+/patient in 39%
cases
• Increase in safety• 7% errors detected earlier
• ROI• Adherence to guidelines• Predictive analytics
(*) Independent blind random study says
Technology• Award winning Artificial Intelligence engine for production case management• Detachable graphical user interface for structural integration with 3rd party’s EHR own interface
WINNER: Excellence in Cancer Healthcare
Francisco Palao, PhD, MBA CEO IActiveBrinkley Warren VP Strategy & Innovation IActiveLuis Castillo, PhD Chief Technology Officer IActiveMJ Granados, MD CMO Cognocare
Financial impact estimated to be $441Million in annual savings created due to time-gained
and cost-efficiencies gained in the USA.
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Crawford & Company, nominated by Appian
Situation:• Crawford & Company is the world’s
largest independent provider of claims management solutions
• Crawford responds to global catastrophes (hurricanes, tsunamis, etc.) and insurance carriers, global corporations, and families count on Crawford for rapid claims management
• Crawford set out to accelerate business performance through better data visibility, process automation, social collaboration and mobility
Implementation & Innovation• Developed “Crawford Desktop +
Mobility” – a revolutionary set of desktop, mobile and social business process applications for catastrophe-related resource management
• Applications include Claim Portal Management, Claim Assignment & Scheduling (CAT), Contractor Extract (repairStream), Automated Claim Report Review/Approval, and Customer Billing
Benefits• Aspects of Claims Management by
80%• Invoicing accelerated by 70% • Claims handling reduced from
over 2 hours per claim to average of 43 minutes
• During record-setting 2013 Canadian floods, Crawford was able to: • Rapidly deploy 350 adjusters to
affected sites• Handle over 7,000 individual
claims• Allow 60 carrier customers to
begin processing claims in only 6 weeks
Technology• The Appian Suite – a BPM-based Work Platform • Accelerate business performance and smarter decision-making through automation,
mobility, social collaboration and enterprise data management
WINNER: Excellence in Claims Management Services
Brian Flynn, Global CIO and SVPCrawford & Company
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Situation:• Increased demand for
citizen support services• Delayed services due to:
• Manual, error-prone paper processes
• Limited access• Lack of storage
Implementation & Innovation• Easier to capture citizen
documents• Replaces paper forms with
electronic forms• Provides 360⁰ view of case
info across all 22 distributed office locations
Benefits• Provides capability to
securely ingest/classify 5,000 + documents per day
• Eliminates manual indexing
• Meets increased demand without increasing staff
Technology• Imagine Solutions’ Encapture, IBM Datacap, IBM FileNet, IBM Advanced Case Management
WINNER: Excellence in Social Services
State of Hawaii nominated by Imagine Solutions
Department of Human ServicesBenefit, Employment and Support Services Division (BESSD)
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Situation:• Multiple disconnected
systems• Inconsistent manual
processes• Lack of 360° customer view• Inability to scale-up services
to meet growing business opportunities
Implementation & Innovation• Six Sigma process assessment• 20/80 approach• Situational layer cake for LOB
specific processes • Unified layer integrating with
multiple systems of record
Benefits• Improve Operational
Efficiency• Customer Centric Service
Model engaging across multiple channels
• Unified Customer Service Layer
• Reduce CSR onboardingtime
TechnologyBPM along with SOA and Pega Frameworks (PRPC, CPMi & PCI)Legacy and Client Server based Systems of Record
WINNER: Excellence in Insurance Customer Service
Infosys McCamish Systems LLC nominated by Pegasystems
Mark DePhillips -- Senior Vice PresidentSainath Sindhe -- Head of Platforms Development
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Kirtland Air Force Base (AFB) nominated by Clover Leaf Solutions
Situation:• The Bioenvironmental Engineering
Flight at Kirtland Air Force Base is responsible for compliance with more than 10,000 environmental, health and safety requirements.
• Kirtland needed a system to assist with scheduling of tasks and resource planning on a dynamic basis.
• Because of field requirements and personnel deployment, the system must be easy to learn, allow response from mobile devices.
Implementation & Innovation• The new system delivers task email
notifications directly; personnel can complete, enter data directly from email with two clicks on a mobile device or desktop, no logins/passwords required.
• Managers configure tasks and workflows from a cloud-based web portal or email.
• Real-time dashboards show task status with additional details. Reports /dashboards for scheduling, balancing of resources, and compliance with numerous routine audits.
• The entire system is truly mobile and responsive to knowledge workers’ changing requirements.
Technology• Built on the AutoPilot Tasking. Work Flow System provided by Clover Leaf Solutions• Cloud-based enterprise system with mobile access on tablets and smartphones
WINNER: Excellence in Regulatory Compliance
Kirtland Air Force Base
377th Air Base Wing
Bioenvironmental Engineering Flight
Albuquerque, New Mexico, USA
Benefits• Increased compliance with a
many requirements. Internal /external auditing simplified with instant views of status.
• Personnel respond to tasks in the field from any mobile device with just two clicks
• Little to no training time required, allowing changing personnel due to deployments to get up to speed quickly.
• Management/Command gets real-time reports /dashboards for scheduling /visibility into current status of compliance.
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Situation:• Forced return of persons
without legal residence
• Unpredictability
• Multidisciplinarypolice work
• Collaboration with immigration authorities, regional & international police, detention center
Implementation & Innovation• Case portfolio and deadline
management
• Event-driven and goal-seeking case handling
• Blackboards with sub-areas for fields of work
• Campaigns for launching directed efforts
Benefits• Uniform work practices
• Agile working methods
• Resource prioritization
• Multi-layered overviews
• Collaboration arena
• Effective law enforcement
• Shortened asylum center stays
TechnologyMicrosoft .Net 4.0, WPF, WCF, FrameSolutions .Net for worklists and task support
WINNER: Excellence in Law Enforcement
National Police Immigration Services nominated by Computas AS, Norway
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Situation:• Implement a centralized
process to provide full transparency, accountability and insight into new client conversions.
• Store all related documents, comments and project information in one place for up to five years.
Implementation & Innovation• Developed solution in-house, as
20,000 hours were spent by a 43-member team over a two-and-a-half year period.
• Replaced a previous paper-based system with an automated process to access and update 1,100 steps related to 500 tasks for each client conversion.
Benefits• Enhanced project
oversight and communication.
• Simplified project updates and administration.
• Saved time and resources on project planning.
• Improved quality by using standard checklists.
• Sped up access to information and documentation.
TechnologyFront-end solution was implemented based on .Net 2.0, a Windows platform. Back-end system was based on Oracle.
WINNER: Excellence in Customer Management
Task Management Solution for Client Conversions (Onboarding)
Pershing LLC, a BNY Mellon company, USA, Nominated by Pershing LLC, a BNY Mellon company, USA
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Port of Antwerp nominated by Port of Antwerp
Situation:• Processes cut up in silos
• Lacked integrated perspective on problem-solving; Information mgt
• mainly records perspective; complex and very technical view
• BPM Software: not set up from the ordinary knowledge worker’s perspective
Implementation & Innovation• Holistic view on improving
administration to knowledge work, ACM
• Lean focus: value creation, waste elimination part of culture
• KM: working out loud, learning, collaboration
• Wiki-collaborative platform integrated with project mgt s/w
• Iterative: Plan, Do, Check, Improve; Flexible
Benefits• Teams work out loud
transparency, trust, collaboration
• Information management by knowledge workers themselves
• Knowledge workers prefer, flexible, adaptive, dynamic, collaborative environment
• Technology facilitates a culture:
The Medium is the MessageTechnologyCore: Confluence and JIRA by AtlassianPlug-ins by third parties
WINNER: Excellence in Transport & Logistics
Information Management Department Filip Callewaert
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Situation:• Business mandated higher ROI• Disparate content, data and processes• Multiple legacy workflow systems that entail to be
retired• Client information was incomplete and often not
collaborated• Lack of visibility/transparency into back-end
processes• Inability to effectively collaborate across isolated
departments• Manual processes and absence of systematic
controls exposed operational risk and difficulty in enforcing compliance
Implementation & Innovation• Adaptive case templates provides TIAA with a
platform to rollout new processes• Developed case processing integration
framework to ease up the handshakes with partner applications
• Externalized all of our business rules into a Rules Engine provided us channel consistent processing experience and quick/easy maintenance
• Cross-team/departmental collaboration• Tracking system activities/events being
performed in external applications
Benefits• Speed and efficiency in processing
distributions/withdrawals with shorter turnaround times greatly enhanced our client experience;
• Cross department collaboration and visibility on the case assets for Case Workers increased their competency levels and empowered them to take quicker and better-informed decisions optimizing outcomes;
• Implementation of process controls and audit trails satisfied our regulatory requirements;
• 360-degree view and case analytics empowered our management to monitor work promoting optimized outcomes and identifying cross/up-sell opportunities.
Technology• IBM Advanced Case Manager• Oracle Fusion BPM• IBM Master Data Management• IBM Rules Engine
WINNER: Excellence inBanking and Financial Services
TIAA CREF nominated by IBM
Ravi Modukuri (Manager)Maria Pedro (Director)Pam Dunsky (Managing Director)Scott Blandford (Chief Technology Officer)
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Dr. Simeon A. Schwartz, Chairman & CEO of WESTMED Practice PartnersMerin Joseph, Executive VP & CIO of WESTMED Practice PartnersWilliam Saint-Louis, Director of IS, WESTMED Practice PartnersKen Burns, Hyland Software, Inc.Ashley Topping, Hyland Software, Inc.Amanda Wilcosky, Hyland Software, Inc.
WINNER: Excellence in Healthcare and Hospital Management
WESTMED Practice Partners nominated by Hyland Software, Inc.
Situation
• WPP provides hospitals with turnkey services to set up & run multi-specialty outpatient facilities
• Spreadsheets were used to manage and track thousands of procedure checklists to help staff complete tasks
• Staff were executing too many work activities based on tacit vs. explicit knowledge
• Little visibility into task activity
Benefits• Improved performance and
consistency by showing people what they were doing vs. telling them what to do
• Improve IT system uptime from 85% to 98%
• In 2013, generated 40,000 total checklists with application framework
• Improve service level commitments for onboarding providers and clients
• Increased visibility and accountability with dashboards displayed across organization
Implementation & Innovation• Replaced spreadsheets with
reusable application configuration framework integrated with ECM platform
• Leveraged flexible framework to design and deploy applications to support processes enterprise-wide
• Used information-first approach to process definition to complement conventional ECM workflow
• Process patterns became more visible the more people used the checklist applications
TechnologyOnBase by Hyland
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
2014 Winners Recap• Cognocare nominated by IActive US Corp• Crawford & Company nominated by Appian• Department of Human Services, State of Hawaii nominated by Imagine Solutions• Infosys McCamish Systems LLC nominated by Pegasystems• Kirtland AFB nominated by Clover Leaf Solutions, Inc.• National Police Immigration Services (NPIS) nominated by Computas AS• Pershing LLC, a BNY Mellon company nominated by Pershing LLC, a BNY Mellon
company• Port of Antwerp nominated by Port of Antwerp• TIAA CREF nominated by IBM• WESTMED nominated by Hyland Software, Inc.
Congratulations!
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
All books are available on Amazon.com in Print FormatDigital Editions can be downloaded from www.FutStrat.com
2014 Winners will be published in the next edition on the Excellence in Practice series. Previous winners received additional recognition through publication in these books
Sponsored by:
WfMC Awards for Case ManagementGlobal Excellence Awards 2014
Sponsored by:
Our congratulations again to the Winners!
Keith Swenson, WfMC Chair
Nathaniel Palmer, Executive Director, WfMC
Layna Fischer, Awards Director and PublisherFuture Strategies Inc.
The slides will be posted to http://adaptivecasemanagement.org/.
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