EMC P E R SP EC T I V E

A Blueprint for Success:

Adopting Case Management
 Foreword
In today’s challenging economy, organizations need to work better and smarter
in their quest to quickly create value for their customers. Pressured by a sense
of urgency, organizations are compelled to improve employee efficiency and
productivity. Organizations can no longer endure the inefficiencies of manual,
time-consuming processes. They must now transform these processes to increase
customer responsiveness, improve efficiency, lower costs, and reduce risk. By
leveraging proven best practices for information and process management,
organizations can take a new approach to getting work done.

Table of Contents
A new approach to getting work done . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Case management: Getting work done. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Case management: How it works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Case management framework: A blend of pre-integrated technologies in a single,
unified platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Speed to value with frameworks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Configuring for productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Setting up the user interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
The line of business manager: In control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Developing case management applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Tailored to your needs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Mitigate project risks: Deliver case management faster. . . . . . . . . . . . . . . . . . . . 5
Internal or external: What works best. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
A blueprint for successful solution delivery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

“EMC is best positioned to provide a
complete Case Management Solution
Framework (CMSF) leveraging technologies
such as virtual folders, lifecycle management,
collaboration, document capture, business
process management and its Documentum
enterprise content management platform.”
Bruce Silver, Bruce Silver Associates
January, 2009
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A new approach to getting work done
Work typically requires a process, including an end-to-end lifecycle. Work is influenced not only by its own dynamic
nature, but also by information, circumstances, and contributions from project participants and others. From the
simplest to the most complex transactions, work is a series of variable length steps that involve one or more
workers to complete. Instead of following a transaction methodically from beginning to end, workers might start
a transaction, but then pause for further information or refer the transaction to their supervisor or manager for
exception handling or approval. Without complete information regarding the transaction, workers cannot make
intelligent decisions.
Shifting the way work is done requires a different approach—one in which workers gain a holistic view of their
work from beginning to end as well as a sense of ownership. This holistic view presents all the information and
its context in a single folder, enabling workers to resolve the transaction and tap internal and external expertise
to complete a process. Each transaction may have different or similar structures and business policies, along with
a variable number of supporting documents and information. With a 360-degree view of each transaction, workers
effectively become the “case” managers for each transaction, giving them a sense of empowerment as they
approach their work and enabling them to make better decisions.
Case management: Getting work done
Case management is a functional work process common throughout an organization or industry that requires a
group of people to systematically collaborate on content and data to resolve mission-critical business processes.
Within case management, there is a strong focus on sharing the data and documents that make up a case or are
needed for resolution. Tasks, data objects, documents and even processes can be added at anytime during the
case. Some activities within case management are collaborative, by nature, such as discussions, and span across
multiple steps.
Common in the public sector, case management also helps organization in other industries—including insurance,
healthcare, telco, and financial services—manage the way work is done. For a wide variety of business processes,
such as grants management, insurance claims management, and customer service inquiries, the cornerstone is
a “case” where all information is collected in a single case folder, enabling participants to evaluate work and
collaborate with each other.
When a case is handled manually, it is difficult to manage, track, and control. Case files can be lost, misplaced, or
mishandled, resulting in failure to meet internal performance indicators, service level agreements, and regulatory
requirements. And, even the most routine and mundane tasks cannot be automated, which reduces the productivity
and value that each worker can deliver. Using case management, organizations can apply process management,
content management, capture, collaboration, customer communications management, and compliance to transform
data and documents into digital information for use in a virtual case folder. This virtual case folder contains all
content and information pertinent to each case—including e-mails, faxes, information from forms, and other
documents—for a comprehensive and up-to-date view of the case. Workers can easily collaborate with other
business users, independent of their physical location, by viewing the secure virtual case folder. Instead of using
an independent forum, workers can collaborate directly on the case itself.
Business process management is suited to managing the flow of structured activities within a case, tracking
progress towards milestones, and automating simple and repetitive tasks to enable workers to focus on more
complex work. More cases can be resolved faster by using automated and streamlined business processes, and
incorporating business policies and business models. By ensuring more efficient access to information, case
management improves worker productivity, efficiency, and service delivery while facilitating compliance and
enforcing retention policies.
 Case management: How it works
Case management involves five basic stages:

1. Initiating the case: Customers, stakeholders, or workers can initiate a case by submitting information in the
form of paper, an e-mail or via the Web. For information not submitted in a digital format, integrated intelligent
Using a solution built upon the EMC
Documentum Case Management Solution capture reduces the effort associated with scanning case documents by embedding capture capabilities (such
Framework, organizations gain a blueprint as document scanning, automatic classification and indexing, and validation) directly in the case management
for successful solution delivery based upon a application. Upon initiation, the content related to the case is placed in the content repository, which generates
best practice methodology.
a virtual case folder and kicks off the process. The case folder is assigned to a worker or a group of workers based
upon their expertise or business policies using the information gathered in the case folder.

2. Gathering information: Within the virtual case folder, all information relevant to the case is gathered, including
digital content captured from paper, forms, electronic documents, scanned hard copy images, audio and video
files and photographs, along with data from external sources. As additional data and internal discussions are
identified as relevant, this information can be submitted to the virtual case folder. Integrated with multiple
systems within the organization, data can be pulled and pushed as the case is evaluated, allowing collaboration
between internal and external participants.

3. Evaluating and assessing: In this stage, case management provides the ability to manage, process, and monitor
content in a single user experience. Workers may need to exchange information with others involved in the
process and route the case file for further evaluation. They can be assured that case information is secure
using virtual case folders.

4. Communicating to customers: Once the case is completed, workers can automatically generate personalized
customer communications to customers and stakeholders. The creation and delivery of highly personalized,
interactive correspondence can be automatically generated on demand or in high-volume batch for delivery via
print, the Web, e-mail, or archive.

5. Closing the case file: When a case is closed, the virtual case folder is declared a record and automatically
assigned a retention period. The retention period includes policies that migrate the folder to an appropriate
storage tier, including archival storage. With electronic archiving of closed cases, business users can be
assured of rapid access for follow-up. Should the case need to be reopened, these events will initiate a new
case management process.

Case management framework: A blend of pre-integrated

technologies into a single, unified platform
The EMC Documentum Case Management Solution Framework provides organizations with a single, unified
platform of pre-integrated technologies to configure case management solutions for their line of business
processes and transactions. These solutions can transform data and documents into digital information for use in a
case folder; deploy business process management to manage a collaborative work environment; and secure content
for compliance with regulatory requirements. By adding the business domain expertise to suit a specific project,
IT also understands how to configure the content repository for optimal results. By starting with a framework, IT can
spend more time devoted to refining its project rather than integrating individual components. Ideally, IT should
spend the majority of time configuring rather than coding its projects using the Documentum Case Management
Solution Framework.

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 Speed to value with frameworks
Using a modular framework approach helps IT deliver projects that are easily configured, decreasing the need
for extensive customization. The cost and number of resources to develop and support each project are also
reduced through rapid application development and best practices. Extensive customization of a project can
increase the risks involved and complicate the ability to scale, support, and eventually upgrade.

A framework approach enables IT to configure solutions that address a myriad of business problems, while
offering industry best practice process models that can be rapidly modified, simulated, and analyzed. The
framework offers capabilities to manage both process and content that are designed, tested, and validated
together to deliver solutions that allow organizations to change the way their workers approach work—while
also reducing costs and improving efficiency.

Configuring for productivity

IT can quickly configure any case-centric solution by dragging and dropping elements to set up virtual case folders,
build and implement forms, and automate workflows. Using the framework, IT can quickly tailor intuitive worker
experiences based on specific business roles to take advantage of available work capacity and skill sets. IT can
create automated workflows to route cases to ensure that all approvals and sign-offs are obtained. The process
to assign and route virtual case folders based on workers’ skill sets and availability can be set up using a simple
configuration. The virtual case folder can also be integrated with other processes, content, and repository
services with other systems such as SAP or Oracle.

Creating a form within the framework is easy using a built-in form layout tool similar to traditional word processing
programs. Each field on the form is tied to the data model and can be easily mapped with tight linkage between
the form and its underlying data.

Setting up the user interface

One of the biggest challenges in developing a solution is the time required to create the user interface. The user
interface is the critical factor in the acceptance of any solution within an organization. If workers fail to adopt a
new user interface, the solution itself will not gain mass acceptance; therefore usage of the solution may fall
below expectations.

IT gains the flexibility to tailor the user interface to individual roles within an organization’s business process
or match the user interface standard used by its organization. The Documentum Case Management Solution
Framework enables IT to rapidly configure a purpose-built user interface without coding that brings together the
process, content, and monitoring into a single user experience.

The line of business manager: In control

With the current business environment, managers need to understand what’s happening at all times. They must
be able to load balance to make use of available resources to meet productivity goals and maintain service level
agreements. Rather than wait for reports from other areas, managers can create their own tailored dashboards
and realtime reports to monitor the actual progress of their work area along with the status of work queues,
open items, and pended items. The progress of each case can be automatically monitored to identify any
bottlenecks to reassign as necessary. These reports can also alert managers and appropriate investigative units
to suspicious patterns indicative of fraud.

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Developing case management applications
To implement case management, IT gains the flexibility to easily make changes to suit each and every project
using the framework. The use of deployment best practices includes implementing an architecture that is
appropriate to a particular project or solution and tailored to the use case scenario (for example eight hour days
or 24/7), the number of users, platform configuration, and uptime requirements. Rapid application development
along with integration of a service-oriented architecture allows for flexibility and easy integration with current
systems and third party applications.

Tailored to your needs

Using the Documentum Case Management Solution Framework, IT can tailor each project to the needs of its
organization. Best practices help IT determine the optimal way to build the most effective solution for its respective
application area. For example, the framework includes a sample application, Express Install, configuration use
cases, and a purpose-built user interface component to enable IT to quickly complete solutions for workers and
incorporate their business domain expertise. Pre-configured object types eliminate the need to define each case
object. Instead, IT can inherit the base case object and leverage existing business process diagrams within its
solution, saving critical development time. Using repeatable templates as the basic building blocks of its solution,
IT can configure workflows quickly and easily.

Deployment is simplified by using Express Install. Rather than installing each component of the solution
separately, the Express Install enables the framework to be installed as a single unit, all at one time. Complete
solutions can be delivered all at once as a “one click” installation and can be updated easily in a similar fashion.

A sample application demonstrates how to optimize the solution architecture for interoperability, performance,
and scalability. The sample application clearly designates the areas that can be extended by IT and ones that
should be left alone; specifies how retention, compliance, and archival services can be added; describes how
architecture customizations should be addressed and at which levels; and encourages configuration rather than
customization and coding. The deployment architecture and scalability of the solution framework are tailored to
the applications.

Mitigate project risks: Deliver case management faster

IT is able to deliver solutions to its organization faster using the Documentum Case Management Solution
Framework. The length of typical development timelines averages nine to twelve months; however, it can be
reduced to as little as three months using the Case Management Solution Framework. Instead of developing
expensive one-off projects, IT is able to leverage repeatable and reusable components, which are already fully
integrated, in its projects as a way to shorten the development cycle and deployment period. As a result of the
time and effort saved, IT is able to realize a return on investment and achieve productivity goals faster.

Internal or external: What works best

To implement a collaborative case management application, organizations can develop a solution internally or
rely on outside technical and subject matter experts. An internally developed approach works best for organizations
that have the resources and expertise. Another alternative is for organizations to rely upon outside solution
providers to develop, implement, and support a solution based on proven, repeatable business. In either
circumstance, success is dependent on how quickly and efficiently the organization can realize the benefits of
transforming how they get work done.

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 A blueprint for successful solution delivery
With its adoption of a lean manufacturing process, Toyota is able to build cars according to customer specifications
by making the vehicles in the quickest and most efficient way. Toyota’s success is evident in its ranking as
the second largest automobile manufacturer in the United States. Documentum Case Management Solution
Framework mirrors Toyota’s manufacturing approach by enabling IT developers to build and deliver solutions
according to the organization’s specifications faster and suited to the needs of their business users. It all comes
down to configuring rather than customizing each application. Just as Toyota has become a model for successful
vehicle manufacturing, the Case Management Solution Framework from EMC gives IT developers a model for
successful solution delivery and enabling organizations to adopt a new way of work. EMC Documentum Case
Management Solution Framework provides IT with an agile and powerful platform to achieve speed to value as
it develops case management solutions for its organization.

About EMC
EMC Corporation (NYSE: EMC) is the world’s leading developer and provider of information infrastructure
technology and solutions that enable organizations of all sizes to transform the way they compete and create
value from their information. Information about EMC’s products and services can be found at www.EMC.com.

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reserved. Published in the USA. 3/09 EMC Perspective H4666