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Enterprise Content ManagementPoint of View

Presentation kit – version 2.02010-08-01

Claudio Reyes [email protected] +46 8 699 7357

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Setting the Scene for ECM

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When talking to client we identify problems such as…

• Users can’t find the info they need

• Users don’t know which tool to use, or how

• Users can’t access the information they need to for specific usage

• Problem complying with rules and legislations

…which have the following root causes

• Each business unit decides for itself

• No clear policies and guidelines

• No overview of the entire content landscape

• Lack of processes for producing and managing content

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70 % of all the created information could have come from reuse

(AIIM)

Which Leads to Information Overflow and Pain

Categories Typical Pain Points (not exhausting)

Time

Cost

Risk

Single source driving different and unique business processes – unsustainable

Content is difficulty to access (e.g. invoices, checks, memos, etc.) – impossible to use.

Demands for rapid document life cycle R&D, information/clams processing, etc. – not being meet.

Organization content increases 200% annually.

(Forrester Research)

Multiple, disparate technologies to manage multiple content types – no control.

Content applications requires integration with other applications – it is not working.

Managing multiple localized points of presence on the Web - is not working

Uncertain if our regulatory needs are meet - we do not know why?

Operations in a regulated environment - is not working

Long term preservation demands are not meet - it is a mess

StructuredUnstructured

80% of the company information is unstructured

(Fulcrum Research)

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ECM – Finding the Value of Content (PoV)

Consolidation “Manage effectiveness”

Workflow“Manage flow”

Practice High Quality

Processes

Less time spent

searching for and retrieving

content

Help satisfy legal

obligations

SampleValue

SampleValue

Content ScenarioContent Scenario

Sample FeaturesSample Features

• Reporting • Monitoring• BPM

• Taxonomy• Retention & Access• Storage & Disposal

• Content Model• Aggregation • Search & Retrieve

Compliance“Manage risk”

better customer service

Measured by increased customer satisfaction, increased market shares, competitive advantages

increase rate of new product development

Measured by number of new R&D ideas generated, new products, new patents developed

improve competitive response

Measured by reduced operating costs, reduced risk and improved quality

enhanced compliancy

Measured by having less audits, motivated staff and improved time to market

SampleKPI:s

SampleKPI:s

SampleBusiness Benefits

SampleBusiness Benefits

Content Value Benefits

•Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits.

•Therefore we target ECM through the following scenarios:

•Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits.

•Therefore we target ECM through the following scenarios:

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ECM Solution Framework

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The ECM Solution Framework

Why do I have difficulties controlling content when working in projects?

Why do I have a multitude of redundant ECM applications?

Why am I not compliant with regulations?

What culture and technology will enable efficient content flow in a collaborative environment?

What platform and solution vendor satisfies my future needs?

What system/solution will make my business compliant?

How do I make the cultural and technology change to maximise content flow?

How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?

How do I maintain the organisation compliant over time?

Develop insight (Why?)

Explore Solutions (What?)

Execute a plan (How?)

Workflow

“Manage content flow”

Consolidation

“Manage content

effectiveness”

Compliance

“Manage content risk”

Solution Approach

EC

M S

cena

rios

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Develop Insight

Typical client burning issues

•Why do I have difficulties controlling content when working in projects?

•Why do I have a multitude of redundant ECM applications?

•Why am I not compliant with regulations?

ECM Tool/offerings Description Value to our Clients

ECM Visioning session A top town approach investigating the pain points and expected solutions

View of clarity shaping the solution and scope of imitative

ECM DiagnosticA top down approach investigating the content management capabilities and associated value to the business

Identify gaps and synergies to maximise the ECM investment

ECM Business Case provisioning

A top down or bottoms up approach delivering business value based on experience and best practice

Business Case and Return of Investment on the ECM value to the business

Solution FrameworksSolution Frameworks




Which culture and technology will enable efficient content flow in a collaborative environment?

Which platform and solution vendor satisfies my future needs?

Which system/solution will make my business compliant?




Develop insight (Why?) Explore options (Which?) Solution Development (How?)

Collaboration

“Manage growth”

Consolidation

“Manage effectiveness”

Compliance

“Manage risk”

Solution Approach

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Explore Solutions

Typical Client burning issues

•Which culture and technology will enable efficient content flow in a collaborative environment?

•Which platform and solution vendor satisfies my future needs?

•Which system/solution will make my business compliant?


Content Management Solution Strategy

A framework that delivers a business case and road map by analysing the business value of using Content Management

Validate that the current/future Content Management investment is fit for purpose

Information Architecture Target State

A tool for developing the information capabilities of an organisation based on four core areas (Strategy, Governance, Deliver, Data, Storage, Security)

Provide clarity for our clients on the information management value in the company

ECM Vendor ScoringEvaluate ECM products based on business requirements

Product neutral vendor recommendation of the future ECM capability












Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

Foc

us A

reas

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Execute a Plan

Typical client burning issues•How do I change my application landscape whilst keeping the current efficiency and end-user satisfaction?

•How do I maintain the organisation compliant over time?

•How do I implement the selected solution?



ECM EstimationTool that delivers estimations targeted at portals and content management systems based on best practice and previous experience

Helps our clients understand the effort for an upcoming ECM implementation project

ECM Methodology

Complete workbook incorporating templates, processes and activities aimed at implementing portals and content management system based on best practice and experience

Methodology support for our clients when implementing ECM solutions

ECM Blue Print

Technical Solution Blueprints targeted at portals and content management solutions based on best practice and previous experience

Help our clients to gain understanding on how the ECM fits in the rest of their architectural landscape











Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

Foc

us A

reas

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Executive Summary

●Enterprise Content Management (ECM) addresses the challenge of unstructured information by focusing on the value of content to achieve business benefits.

●Therefore we target and define ECM through the following scenarios:

Workflow: How to manage content flow when working in teams/projects?

Consolidation: How to simplify content applications and integrations in a complex landscape?

Compliance: How to manage content risk in a regulatory environment?

●In short: We drive the value of content to achieve business benefits for our clients.

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Additional Slides

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Workflow

Subject Area Definition: Workflow defines the methods and tools that enable individuals/organizations/citizens to function more effectively as part of a team, toward a common goal

Enablers : Bloggs, Wikis, Share Workspaces, Workflow, Business Process Management, SOA-platform , Portals, Enterprise Integration …

Typical Burning Points from our Clients

•We identify a shift in our clients way of working from a traditional service lines into project based work.

•Project based work triggers new challenges when capturing and controlling documents

•Features such as version control, system enablement, taxonomy are predominant themes in such environments

•ECM typically delivers:

•Workspaces for teams

•Threaded discussions and visual indicators

•An effective way of interaction between co-workers and external parties/org./citizens

Proposed Approach

•Depending on the situation normally we propose a overall collaboration strategy assessment

•Describe the AS-IS identifying burning points and challenges

•Identify the cultural aspect of information exchange

•Chart out the Collaborative vision and strategy (TO-BE)

•Recommend a road map incorporating:

• Quick Wins

• Path Finder Projects

• Application Architect , services and methodology going forwards











Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

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Value: Practice High Quality Processes & Reduce Non-Value Adding Tasks…

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Consolidation

Subject Area Definition: Moving from a silo based multiple platform landscape into a unified and service oriented ECM capability.

Enablers: ECM Consolidation-team, ECM reference model, ECM Governance model, Information Models, Enterprise Integration, ECM-platform …


•Our clients are moving towards trend of mergers and acquisitions in their operating models.

•As a result most organisations have multiple ECM platforms in their application landscape.

•Multiple platforms contain redundant content and services with a high cost of maintenance and hardware as a consequence.

•Our Point of View is that these issues derive from a need of a unifying content management strategy focusing on; governance, technology and processes

Proposed Approach

•Depending on the client situation our a approach is to set up a ECM Consolidation-team

•With the objective of auditing platforms

•Reviewing information and services on current capabilities

• Recommending deferring, alignment or status-quos for each platform.

•But also deliver a Holistic View using our ECM framework to provide a vendor neutral recommendation during the consolidation process.











Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

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Value: Less time spent searching for and retrieving content…

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Compliance

Subject Area Definition: Ability to adhere legal and regulatory environments enabled by ECM tools and frameworks

Enablers: Compliance Framework, Records Management, eArchive, Taxonomy, Information Governance Model, Document Management …


•Complying fully with industry and government regulations is a primary concern of our clients.

•The answer to staying compliant is a solution that automatically applies regulations to enterprise data

•Our Point of view is that compliance is a continuous process that needs to be maintained and monitored, not a set deliverable

•Every employee needs appropriate training to be a part of compliance process built on enterprise framework with enabled enforcement rules











Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

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Value: Help satisfy legal obligations & Create Knowledge Base of Key Information…

Proposed Approach

•Based on the client situation we generally recommend:

•Start at the foundation: building Compliance Process Framework

•A program that ensures proper taxonomy and control structures are in place and all rules are enforced

•A Content Management Strategy incorporating a single/primary data sources that ensure data integrity

•Compliance program requires a multitude of expertise – strategic, legal, operations/logistics, HR, etc. calling for PS involvement & Process Training

•Identify AS-IS and asses measures to be compliant

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Typical Client ScenarioUsing the Scenario “Consolidation”

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Typical client ECM challenge

Key Challenges

• Users have to search across repositories to find content...and may not find it at all, resulting in “lost” information

• Developing cross-LOB applications is overly complex and difficult to manage

• Deploying new functionality to achieve business objectives is difficult

• Implementing effective content and information lifecycle management is difficult

LOB-specific content repositories

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Typical Maturity Range for Organizations with Content at Core of Business Model

Typical Maturity Range for Progressive Organizations

Content is their business. Content Management processes are Industrialized and continuously improved. Content may be syndicated or distributed. Control of content extends outside of the organization.

Content has a recognized business return. Content is used as a differentiator and controls are in place to assure messaging and compliance. Web Content Management is implemented at an enterprise level for sophisticated reuse.

Content has a recognized business value. Content is published regularly and controls are in place to assure proper messaging. Web Content Management is implemented largely at a departmental level, but with consideration for enterprise standards and reuse.

3

2Intermediate

1

4Advanced

0Basic

Maturity Level

Content has some value to the business. Content is fairly static but published more frequently. Basic approvals are in the publishing process. Web Content Management lives in departmental silos.

Content plays a minimal role in the business. Content is fairly static and only periodic publishing often without any approvals.

Typical Maturity Range for Insurance Companies

Develop Insight

The Content Solution Maturity Score helps gauge the maturity of the strategy, governance, process, people, and technology aspects of a content solution.

Illustrative

example











Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

Foc

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ArchitectureCapability

Basic Intermediate Advanced

Process

Governance

Technology

People

Strategy

0 1 2 3 4

Anecdotal

Technology

Peo

ple

Pro

cess

Strategy

Governance

AnticipatedNeed

CurrentAbility

3-5 YearNeed

Explore SolutionsWhy do I have difficulties controlling content when working in projects?










Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

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User InterfaceUser InterfaceDocument

ManagementDocument

Management CollaborationCollaboration Workflow/BPMWorkflow/BPM

SearchSearchFormsManagement

FormsManagement E-mailE-mail

Content IntegrationContent Integration

ApplicationsServer

Client

Composite Service

Business Process

UI UI UI

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Illustrative

example

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Explore Solutions cont’d

Differentiate on the Outside• Single source of content

Simplify on Inside• Reusable enterprise content

services• Single repository infrastructure to

lower TCO

Execution Mastery• Consistent cross-channel

experience• Reduced content development

cycle time• Improved quality and

accessibility of informationPreserve

ECM

Pla

tform

Audit & Reporting

Compliance &Audit Reporting

Content Tracking

UsageDashboard

Author / Capture

Image Capture

Advanced Authoring& Collaboration

ContentTemplates

Deliver

FederatedQueries

Search

Indexing

Content Portlet Content Delivery

ContentPub/Sub

Email

Store / Manage

Security & Privacy

Retention Policy

Digital Rights

Data Classification

Data Transformation

Data Aging & Purging

Data Extraction

Version Control

Content Import

Bulk Load

Content Export

Content SchemaMetadata Dictionary

Content Packaging

Content Compression

Content Repository Tiered Storage

Content Encryption

Routing & Workflow

SOA Layer

DocumentService

Search ServiceFolder Service Authentication Audit Service Workflow ServiceImport/Export Archive Service

Service Channel Strategic Platform

Call CenterApplication

Provider PortalMyCIGNA.com IVR

Content Archive

Archive

Future

EnterpriseApplications

LOBApplications

External PartnerApplications

...

Basic Authoring

Existing Repositories (FileNet, X/PTR, Hummingbird, Macess, SharePoint)

Strategy

Peo

ple

Technology

Process

Governance











Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

Foc

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example

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Value of Content

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The Solution Transformation PlanWhy do I have difficulties controlling content when working in projects?










Collaboration

“Manage growth”

Consolidation


Compliance

“Manage risk”

Solution Approach

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The strategy towards target state solution landscape for ECM should be step-by-step and focus on information availability

● Focus areas and ambition

● On-going initiatives map Project portfolio

● Vision alternatives & consequences

● Transformation plan Key deliverables

● Sponsor and Stakeholders

● Communication plan

● Change Management & Governance

● Business Case fulfillment responsibility

● Program/project Organization

● Risk and consequences

● Scope and delimitations

Current position Period Period Period

Fo

cu

s A

rea

Fo

cu

s A

rea

Focus Area Focus Area Focus Area Focus Area

PeriodDesiredposition

Fo

cu

s A

rea

Illustrative example

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Knowledge Capital in the Area

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Introducing the ECM Strategy Workbook

KnowledgeKnowledge

SolutionProcess

WorkbookWorkbook

Clientvalue

Delivers

The intent of the Workbook is to provide a re-usable building blocks to consultants when delivering ECM strategies.

What does this mean?

• Accurate delivery hit-rate

• Accelerated delivery capacity

• Quality assured deliveries

What does this mean?

• Accurate delivery hit-rate

• Accelerated delivery capacity

• Quality assured deliveries

Why an Workbook?

• Common language

• Common way of working

• Checklists and templates

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Using the Workbook

1. Delivery blocks 2. Consultant Skills 3. Expected result

1. When delivering ECM strategies the Workbook provides the building

blocks.

2. Client deliveries are created using the building blocks and consultant skills

3. Client deliveries must meet the client expected result.

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ECM Strategic Workbook

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2. Develop Insight1. Planning 3. Explore

Solutions

Plan and organize

Gather stakeholder

input

Determine key business objectives

Assess current business

DefineOrganizational

needs

Cost and benefit

analysis

Create vision

Define valueproposition

Assess current technology

Roadmap

4. TransformationPlan

Tools, templates, checklist, frameworksTools, templates, checklist, frameworks

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Screen shoot from the actual Workbook

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Phases describing the topic

Activities with step by step instructions

Frameworks, templates,

checklist, etc.

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Business

content applications

content help

thevalue of content

organization content

ecm value

content flow consolidation

efficient content flow

business value