Case Study 3 - Case Management Public Sector Documentum

Case Management in
the Public Sector

How Documentum xCP Can Help
David Mennie, Senior Product Marketing Manager, xCP
Copyright 2010 EMC Corporation. All rights reserved.
Agenda
Improving government performance
Modernization and Open Government
Delivering Information as a Service
Connected eGovernment
Customer success
Documentum xCP case studies
Integrated Courts Case Management

Solution overview
What savings could modernization achieve?
Demo
Enabling Connected eGovernment

xCP Applications for Public Sector
Documentum xCP
Capabilities
Integrated compliance
Private cloud support
Next Steps and Questions
Improving Government Performance

Open
Government
Modernizing
Government
Transparency
Organizational
Change
Citizen Concerns
What is government doing for
me?
How can I move from in line
to on line?
How can I transact securely?
Government Concerns
How can I cost-effectively update
my legacy environment?
How can I transform information
from a cost/risk to an asset?
How can I minimize risk and
improve service delivery?
Challenges/Opportunities
Challenges:
Delivering open government given often fragmented
information
Accelerating processes which are at times ad-hoc and
paper based
Funding these investments in tight fiscal times
Opportunity:
Making better decisions faster using timely, reliable and
accessible information internally and externally while
reducing cost and improving service
Roadmap to Connected eGovernment

Connecting People, Processes and Technology
Constituent
Communications
Case
Management
Digital
Office
The Roadmap provides a step by

step approach for:
Digitizing critical historical and

new information
Automating key back office
and citizen facing processes
Communicating with
constituents being Open
Capturing, managing and
disposing records
With ROI justification at each step
Customer Success
Public Sector Partners

Education Welfare,
and
Benefits,
Research
and
HHS
Finance
Local Govt./
and
Taxation
Culture
Aerospace and
Defense
Government
Healthcare
Justice and
Civilian
Public Safety
Government
Transportation
Business Drivers
CNAM: Caisse
Nationale dAssurance
Maladie
Risk management
Increase productivity
and efficiency
Improved services
(citizen and third
parties)
Manage health records
for 55 million citizens
Handle exception cases
quickly and easily
Results
Case Management for

Healthcare Records
First version of
application built in 3
months
Improved agent
efficiency providing
360 view all case
information
Replaced paper-based
processes and
consolidated disparate
systems
Non-intrusive, flexible
solution
Private Healthcare
Insurer Companies
Employers
Doctors &
Healthcare Professionals
Healthcare Facilities
& Agencies
Agents
Auditors
Doctors
Insurers
Government
Agencies
Request & Distribution

Control & Audit
10
DIADEME
11
Business Drivers
How to handle over 1,000
cases/year, each with
significant content
How to move from paper to
electronic folders
Swedish Prosecution
Authority
How to share and track

documents with police and
others
12
Results
Case Management for

Integrated Justice
Yields greater operational

efficiencies and lower systems
maintenance costs
Enables easier
communications with the
police, the Prison and
Probation Services, and other
judicial bodies
Provides greater access to
information
Simplifies the management of
IT systems by uncoupling the
repository from the application
13
Business Drivers
More efficient court system
- prevent delays,
inappropriate decisions,
and acquittals.
Streamline processes that
were manual and paperbased.
South Africa
Department of Justice
Enable attorneys, police,

case workers, judges and
court staff to manage and
access criminal
proceedings information.
14
Results
Audit trails track every
person that accesses court
dockets, criminal records.
Business rules enforce
legal procedures, prevent
deletion.
Case Management for
Criminal Court
Proceedings
Streamlined docket flow

from police station to courts
- one hour vs. 2 days.
15
Integrated Justice and Public Safety

Police
Who
Intel Analysts
Case Workers Judges
Clerks
Victims/Witnesses
Security
Wardens
Parole
Officers
Prosecution and Defense Counsel
Information Visibility and Collaboration
Where
Federal
Regional
State/Local
Law
Enforcement
Courts
Corrections
Community
Content and Records Management
Information
Infrastructure
Archives
criminal and civil case forms, videos, interviews, mug shots,
fingerprints, court dispositions, health records, and more
16
Cost of Paper and Ad Hoc Processes

Each
document
costs
you
Additional
Costs- manual
processes,
legacy systems
and old style communications
$20 in labor to file
Public Safety:
$120 inLost
labor
patrolsearching
time
Misleading investigations, unsolved cases
$1 per document to store

$5
Courts:
per document
towrong
retrieve
Dismissed casesfeet on street
Continuances- delays and added costs
and
on average, 5% of
Corrections:
documents
areerrors,
lost classification risks
Sentencing
Litigation
25 hours to recreate
17
Court Modernization: Who, What and Why?
18
Why Now?
Case Loads Growing 7% a Year
Pain Point
Solution Feature
Business Impact
Court officers cant locate

important case documents
A single, scalable, searchable

repository for all case information
and documents.
Court officers, attorneys, and other case

participants are able to easily locate
information critical to moving the case to
final disposition.
Overloaded clerks are forced

to rekey the same
information into multiple
systems
Information is captured in smart

forms that update case data.
Automated data extraction from
scanned documents uses OCR to
reduce required data entry.
Courts are able to handle growing case

loads without increasing staff.
Case milestones are missed

leading to scheduling
issues or even dismissal
Highly configurable workflow that

features parallel approvals through
mobile devices, ensure milestones
are observed.
Case parties are aware of important

obligations and milestones and personnel
can act on this informationleading to
fewer missed obligations and
penalties.
Public records access is

difficult to deliver and
manage securely
Open architecture allows for the

integration of the repository to
multiple web-based public site
options.
Increase transparency and improve

service to general public and case
participants - able to access relevant case
data while the court remains compliant
with public records regulations.
19

(ICCM)
Based on xCP 1.0 xCelerator
Manage court documents, cases, participants,
scheduling, dockets, and work processes
A dynamic business solution

Embodies the courts business processes
Is adaptable to the type of court (e.g., Civil, Criminal, )
Is designed to support change (e.g., geographic
differences languages, changes in process, )
Offers a central point of control

Groups together the documents, data, tasks and
discussions related to the case at hand
20
Single
Case
Multiple
Cases
Data Capture
Eliminate lost or misplaced
paper files
Real-time access to case
information
Eliminate redundant data
entry
Reduce cost of case filing
Outbound
Communications
Automatic notifications to
parties
Dynamic document
generation
Collaboration with justice
partners
Conform to standards
(NIEM)
Case Workflow
Single case view for all
performers
Minimize unnecessary
continuances
Resource
assignment/scheduling
Milestone management
Monitoring and Reporting

Real-time visibility into
case status
Court-level statistics and
reports
Case exception
management
Comprehensive, robust
reporting
Information Management Process Management
21
Demo: Monitoring and Reporting

Solution: Administrative Management Dashboard
Case Tracking
Exception Management
Summary performance statistics and charts
Management dashboards
View Demo
Enablers
Benefits
Intuitive process-aware report builder

Dynamic, attractive visual charts
Configurable Alert Management
High-performance reporting database
Quickly find and fix problems

reducing the number of escalations
Identifying opportunities for process
improvement and planning
Simplified caseload and management
reporting
22
Demo: Monitoring and Reporting

Demo Personas and Objectives
Court Clerk: Reviews case status
Court Administrator: Identifies areas for process
optimization
Process Instance
Process Diagram
Summary Analytics
Performance Trends
23
The Process Detail tab provides the court

clerk with a dashboard of real time
information regarding their open cases
24
The clerk selects a case, which updates the

other Dashlets to reflect individual case
details
25
The court clerk expands the process

details to view the state of tasks in
the workflow. This case has had an
initial hearing, and is currently in
mediation.
26
The court administrator selects the

Summary Analytics tab to display a
dashboard that summarizes case
loads across various dimensions
By selecting an element of the

chart or graph, the
administrator can drill down
along a report axis, further
refining the report
27
Finally, the court administrator reviews a performance trend

dashboard. At an average of 6.12 weeks to disposition, the goal
for case duration is in the red zone. The Court Administrator
takes action to reduce the case backlog.
28
Summary of ICCM Benefits

Productivity - reduce time spent per case 50%
free up clerks, legal assistants, and administrators thru use of automated administrative
work now automated by utility processes
Backlog Reduction/Speed - reduce case backlog 25%

speed case processing using workflows are able to review and organize files, build court
case virtual records and share with stakeholders
Decision Quality - reduce continuance by having complete case files

accelerate judges work, capture decision and kickoff downstream processes
Internal Visibility - improve operational planning

improve Court administrators ability to proactively manage cases, intervene to break log
jams and provide dashboards for external use as well
Improved Service/Transparency - share content externally

Accelerate flow of information to prosecutors, police, investigators, and others who can
now be more effective and productive
Benefits are applicable to any case management application build on

Documentum xCP
29
Enabling Connected eGovernment

Applications for Public Sector
Courts case management
Eligibility (Health and Human Services)
Constituent management
Grants management
Tax processing
Unemployment
30
Its All About the Case

Data
People
Process
Content
Communication
Collaboration
Reporting
Events
Policies
31
Documentum xCelerated Composition

Platform (xCP)
Enable intelligent business decisions
Composition and configuration over coding

Enable performance through responsiveness and
usability
Delight application builders and systems

integrators
Beyond documents: people, process and
information in context
Leverage the private cloud
32
xCP: Integrated Capabilities

Business process
management
Content management
Collaboration
Customer communications
Intelligent capture
Case constructs
Compliance
Monitoring and reporting
33
xCP: Whole Product Experience

Reusable
Components
Composition
Tools
xCelerators
Integrated Capabilities
Community
34
Reusable Components
Activities
Forms
UI
35
Composition Tools
Defined
Processes
Configured Forms
Assembled User Experience
36
xCelerators
37
Our Community
https://community.emc.com/docs/DOC-6143
38
Compliant Case Management

Federated Records
Services
Certified Records Management

Security Access
Control
File Plan
Report and Auditing
Notification
Storage Management
Web Services for

Records
Physical Records
Module
Retention Management
WEB-BASED CLIENT
Documentum IRM
CONTENT SECURITY
UNIFIED ARCHITECTURE
Documentum xCP
Documentum
Trusted Content
Services
39
How to leverage Retention from xCP?

Process Builder
Use activity templates with no coding required
Retain documents at any point in an xCP workflow or
application
40
xCP and The Private Cloud

Integration with cloud storage: ATMOS
(1.5)
Private Cloud: vSphere integration &
Certification (1.6)
Low-tenancy models viable with 6.7
Private Cloud Infrastructure (xCP 2.x)

Easier Administration: Self-Service
provisioning, Auto-Monitoring, and SelfReporting
Shared services (metering, billing etc)
Dedicated Schema/Data Isolation (Multitenant)
Extended Cloud Solutions (xCP 2.x)
41
THANK YOU
42

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Case Management in

the Public Sector

Copyright 2010 EMC Corporation. All rights reserved.

Integrated Courts Case Management

Enabling Connected eGovernment

Next Steps and Questions

Copyright 2010 EMC Corporation. All rights reserved.

Improving Government Performance

Copyright 2010 EMC Corporation. All rights reserved.

Copyright 2010 EMC Corporation. All rights reserved.

Roadmap to Connected eGovernment

The Roadmap provides a step by

Digitizing critical historical and

With ROI justification at each step

Copyright 2010 EMC Corporation. All rights reserved.

Copyright 2010 EMC Corporation. All rights reserved.

Public Sector Partners

Copyright 2010 EMC Corporation. All rights reserved.

Copyright 2010 EMC Corporation. All rights reserved.

Case Management for

Copyright 2010 EMC Corporation. All rights reserved.

Copyright 2010 EMC Corporation. All rights reserved.

Request & Distribution

Copyright 2010 EMC Corporation. All rights reserved.

Copyright 2010 EMC Corporation. All rights reserved.

How to share and track

Case Management for

Copyright 2010 EMC Corporation. All rights reserved.

Yields greater operational

Copyright 2010 EMC Corporation. All rights reserved.

Enable attorneys, police,

Copyright 2010 EMC Corporation. All rights reserved.

Streamlined docket flow

Integrated Justice and Public Safety

Prosecution and Defense Counsel

Information Visibility and Collaboration

Content and Records Management

Copyright 2010 EMC Corporation. All rights reserved.

Cost of Paper and Ad Hoc Processes

$1 per document to store

Copyright 2010 EMC Corporation. All rights reserved.

Court Modernization: Who, What and Why?

Copyright 2010 EMC Corporation. All rights reserved.

Court officers cant locate

A single, scalable, searchable

Court officers, attorneys, and other case

Overloaded clerks are forced

Information is captured in smart

Courts are able to handle growing case

Case milestones are missed

Highly configurable workflow that

Case parties are aware of important

Public records access is

Open architecture allows for the

Increase transparency and improve

Copyright 2010 EMC Corporation. All rights reserved.

Integrated Courts Case Management

A dynamic business solution

Offers a central point of control

Copyright 2010 EMC Corporation. All rights reserved.

Integrated Courts Case Management

Monitoring and Reporting

Information Management Process Management