enterprise content management in dwp jacqui leggetter corporate it
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Enterprise Content Management in DWPJacqui LeggetterCorporate IT
Two key customer groups in DWP
Pensions Disability and Carers Service
Job Centre Plus
Providing services to 20m customers
DWP structured to target services to customer needs
JCP Customer contacts by paper- JCP Customer contacts by paper-
receive 219million pages per yearreceive 219million pages per yearsend 117million pages per yearsend 117million pages per year
PDCS Customer contacts by paper- PDCS Customer contacts by paper-
receive 27 million pages per yearreceive 27 million pages per year
Send 80 million pages per yearSend 80 million pages per year
Currently hold over 50 million paper files in remote storageCurrently hold over 50 million paper files in remote storage
We transfer paper between over 500 sites including a secure central paper We transfer paper between over 500 sites including a secure central paper remote storeremote store
The Impact of Paper on Departmental Operations
Handling paper adds significantly to the Departmental cost base, degrades customer service, increases operational risk and presents significant barriers to the establishment of a virtual operation
Significant barriers to a establishing a virtual operating model and improving customer service due to a reliance on access to physical documents
Indirect costs attributable to the inefficiencies
imposed on business operations in dealing with paper
Direct costs attributable to the operating functions that support paper
handling
Legislative non compliance and audit qualification due to the ineffective enforcement of policy and standards and an inability to locate documentsBreaches of customer and
Departmental confidentiality through the loss and unauthorised
disclosure of documents
Suboptimal operational performance due to the absence of clear corporate operating accountability and services poorly structured to drive performance improvement
Key Drivers for ECM
Information securityRemove constraints of paper based administrative
processesReduce costs Improved Legislative compliance Improved customer serviceShared information/single view of the customerEnables e:channels and self-serviceShare information cross government
Delivery | Roadmap
Enhance capabilities across other media and channels. Extend utilisation to OGDs, partners & citizens. Integrate maturing technologies (Digital asset & rights management).
Phase III
Enhance the Document Management capability
Authorise Phase III
2012 onward
The required capabilities and competencies should be developed through an approach that establishes proven services and usage models prior to wide scale adoption
Extend the use of Document Management capabilities across agencies that demonstrate their readiness to adopt.
Extend the use of Document Management capabilities within the path finding agencies.
Establish the framework for delivery and operation, including sourcing. Establish a single architecture and standard models for delivering solutions across
electronic and paper repositories. Establish a common information schema and standards. Establish enterprise scalable operational services for paper and office documents through
a ‘pilot & learn’ approach carried out by path finding initiatives. Undertake business readiness programmes in each agency to get fit for Document
Management adoption.
Phase I
Establish the Document Management capability & get fit for Adoption
Phase II
Leverage the Document Management capability across agencies
Authorise Phase II
Authorise Phase I
2008Q1
2010-2017
High Level Technical Solution for pensions
1221
Incoming post
Scanning & Indexing
FIMS
DRS
DWPNotification
Workflow
LOB System/ PTP CAM
Customer
SDC Output with
Barcode
Specialist case worker views images
DRS Logical Architecture
Supports all inbound capture
scanning
Supports all user interface options
Enables “menu” approach with no product lock-in
Siebel,CAM Light, Bespoke, Portal, MS Office etc
Our approach
Driven at executive level in the business Start small – 1 business area
Review business processes and content retentionBuild foundation for re-usable strategic shared serviceEarly proving through product lab testsFuture-proof designStaged deploymentCreate a business strategy ensuring ECM enables
improvements where the business need it toCreate an IT strategy that underpins the business strategyPart of the wider DWP Enterprise strategy
Enterprise Content Management in DWPThe ECM response deals with the documents the Department deems it necessary to produce and handle …it should be executed in conjunction with strategies that tackle the root cause of paper
Remove contacts that add no value to the customer or the Department
1
Direct contacts to the most cost effective channel that meets the customer need
2
Remove inefficient document generation and access from operational processes
3
4 Apply ECM practices to the documents that remain
Target Operating StatesThe core lines of business have established an overarching objective to remove all unnecessary paper from business operations by 2014 …with significant progress made by 2011
50% Reduction in Operational
Paper
90% Reduction in Operational
Paper
100% Compliant
2014*2011*2009*
*Financial Years
OptimisedPaper Operation
OptimisedPaperless Operation
Phase I
Phase II
Phase III
50% Reduction in Operational
Paper
90% Reduction in Operational
Paper
100% Compliant
2014*2011*2009*
*Financial Years
OptimisedPaper Operation
OptimisedPaperless Operation
Phase I
Phase II
Phase III
Emergent Automation Capability Ground work for enabling the business with document driven
straight through processing completed by 2011
Full Paper Removal CapabilityDepartmental capabilities and solution models developed by 2011 and
being deployed under a co-ordinated plan across all areas of the business (this includes the delivery of all scanning & indexing services and a
document enabled CAMLite
The strategic goal will not be achieved by simply applying technology to the operations we have today; this would
merely automate bad practice and shift the problem. Each area of the operation needs to be considered in its own right and unnecessary documents, their realisation in
paper form and bad practice designed out through fundamental process review prior to the application of
technology.
Enterprise Content Management: Potential Benefits
The benefits of the ECM solution for DWP fall into five main categories
Improved Security of Data as a result of no longer needing to generate and move around the country large quantities of paperwork containing sensitive personal information
Improved Customer Service due to quicker and more efficient processes. This will also give rise to additional efficiency benefits (e.g. unnecessary progress-chasing calls are avoided)
Direct Financial Benefits arising from savings on the contracts for the movement, storage and retrieval of paper documents.
Enabled Efficiency Benefits arising as a result of more efficient paperless processes being introduced into BDCs and elsewhere. Gartner research shows that organisations typically achieve 20% to 40% efficiency improvements when a complete ECM solution is delivered. For the DWP, even a 10% efficiency improvement in the paper-intensive processes would result in a significant saving.
Reduced Carbon footprint as a result of the reduction in paper documentation and the need to move it around the country
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