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Correspondence Management Freedom of Information

Request Processing

Tim Marsh

CSC Global Alliance Manager

Lee Emery

Staff Systems Engineer

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Enhancing Government Services and Transparency via the BizCLoud

The FoI Challenge

• Information incomplete/misplaced

• Lack of visibility to requests, past and present

• Difficulty of enforcing compliance

• Processes are inefficient as they are run today

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c

PROCESS

CONTENT

COLLABORATION

POLICIES

PEOPLE

DATA

CRITICAL ELEMENTS ALL CUSTOMER INFORMATION IN CONTEXT`

EMC Case Management

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Where Does FoI Fit In?

Straight-through

Workflow Collaborative

Process Ad Hoc /

Exceptions One-Off

Instances

Case Management

BPM

FoI

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CASE MANAGEMENT PLATFORM

Anatomy of a Case Management Solution

Kevin downloads eForm or fills out application on Website

Form is submitted

Kevin Johnson Submit an Application

Enterprise Content Management

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Electronic Lodgement

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Electronic Lodgement

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Electronic Lodgement

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Electronic Lodgement

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Electronic Lodgement

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Anatomy of a Case Management Solution

CASE MANAGEMENT PLATFORM

A customer file is automatically created and routed to a external database or rules-engine for validation

External System Access Enterprise Content Management

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Phone SMS email

Anatomy of a Case Management Solution

CASE MANAGEMENT PLATFORM

External system determines what additional documents need to be submitted.

Customer notified to submit additional documents

All communications automatically added to case file

External System Integration Customer Communications

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Customer Communication

Demonstration

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Anatomy of a Case Management Solution

Customer sends electronic and physical documents

Physical documents are scanned.

Supporting Document (via email)

Verification (via fax)

CASE MANAGEMENT PLATFORM

All documents automatically added to case file

Capture

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CASE MANAGEMENT PLATFORM Business Process Management

Anatomy of a Case Management Solution

Case file is routed through processing workflow for evaluation and approval.

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FoI Request - Case Processing

Collection & Culling

Analysis & Review

Attach to request

Discovery

Advanced Analytics And Visualization

Universal Content Access Advanced Risk

Management & Decision Support Real-time

Knowledge Access

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FoI Request - Case Processing

File System

Email Server

Content Repositories

Notebook and Desktop

Personal Email Archives

Intelligently Identify Records Attach records

to FoI request

SharePoint

Documentum Documentum

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FoI case Worker

Demonstration

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CASE MANAGEMENT PLATFORM Business Process Management

Anatomy of a Case Management Solution

Case file is routed through processing workflow for evaluation and approval.

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Anatomy of a Case Management Solution

Upon approval additional documents and correspondence are automatically generated and delivered to customer

All communications added to the case file

CASE MANAGEMENT PLATFORM Customer Communications

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CASE MANAGEMENT PLATFORM Compliance

Anatomy of a Case Management Solution

Completed case file is declared a record and assigned a retention period.

Case file is moved to most cost effective storage according to IT policies

Storage Management CASE MANAGEMENT PLATFORM Compliance

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Anatomy of a Case Management Solution

CASE MANAGEMENT PLATFORM

Dashboards

FoI Request Visibility

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EMC Solutions Catalogue

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Sample Vertical Applications

Public Sector Financial Services Insurance Healthcare Energy & Utilities

• Process safety management

• FERC eTariff

• Transmittals process

• Well log file management

• SOP processing

• Correspondence Management

• Benefits eligibility

• Investigative case management

• Grants management

• Tax processing

• Unemployment

• Welfare Services

• Loan processing

• Investor servicing

• New account opening

• Dispute resolution

• Wealth Management

• P&C claims processing

• Underwriting

• New account opening

• Policy management

• Member enrollment

• Payer claims processing

• Policy & procedure management

• Virtual patient records

• Legal contracts management

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Case Management Horizontal Applications

Finance Corporate Services

• Accounts payable

• Accounts receivable

• Claims and dispute resolution

• Supplier management

• Order-to-cash

• Procure-to-pay

• Benefits administration

• Employee on-boarding

• Employee off-boarding

• Employee performance review

• Customer correspondence

• Call center

• Constituent service

• Contracts management

• Legal matter management

• Auditing and compliance

• HR on-boarding

• Environment, health and safety

• Facilities and equipment management

• Quality and performance monitoring

• Travel management

Human Resources

Customer Service Legal

THANK YOU