wfmc awards for excellence in case management...

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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

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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

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Impact

Innovation

Implementation

Recognizing Excellence in Case Management

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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.

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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.

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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)

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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.

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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.

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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

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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)

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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

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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.

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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

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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

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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

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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)

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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

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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!

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Judges’ Choice Award

Port of Antwerp

Submitted by Filip Callewaert

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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

http://store.futstrat.com/servlet/Detail?no=94

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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/.

http://adaptivecasemanagement.org/

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