nelnet opentext metastorm bpm
DESCRIPTION
Presentation at OpenText EIM days in Houston by Mike Randash, Nelnet Executive Director IT. BPM, Workflow, ECM, Smart Process ApplicationsTRANSCRIPT
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Six Steps To Implementing Metastorm BPM
Mike Randash, Executive Director of IT
Nelnet Diversified Solutions
@mrandash
MikeRandash
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Nelnet Company Overview
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Nelnet’s Mission
Making educational dreams possible
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NBS: Payment
Processing1.5 million
families
NES: Education
Planning6 million students
NDS: Loan Servicing10+ million borrowers
Asset Mgmt.$24 billion
What We Do
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Acquisitions
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Department of Education Focus• Servicing student loans for 30+ years• Provide customer-focused, high-quality
loan servicing through our process-based business operations and experienced technology teams
• Ranked #1 servicer overall on Federal Student Aid (FSA) quarterly survey
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Six Steps to Nelnet Enterprise BPM
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Step 1: Evaluate BPM Vendors and Alternatives
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Evaluate BPM Vendors and Alternatives
• Current OpenText eDocs customer– 100m documents– 500m pages– 25 terabytes of storage– Student loan documents– Must retain but rarely retrieve
• OpenText Vista Plus: IBM iSeries Archive
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Evaluate BPM Vendors and Alternatives (cont.)
• Vendor Short List…
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Evaluate BPM Vendors and Alternatives (cont.)
– OpenText won, or I wouldn’t be here today – Metastorm– Scalability– Ease of use– Ease of integration– Technology fit– Familiar paradigm– Good references– Confidence in professional services– OpenText relationship
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Step 2: Conduct Pilot Project
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Conduct Pilot Project
• Department of Education (FSA)• Total and Permanent Disability• Requests shared by email, Excel, etc.• Manual, error-prone, lack of audit trail• Very important customer service and
survey
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Conduct Pilot Project (Cont.)
• From Department of Education (FSA):– “We are very happy with the results…
EXCEPTIONAL in their presentation, patience, training, and delivering the final product within the established timeframes.”
– “Definitely an ‘A’.”
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Step 3: Convert Existing
BPM/Workflow
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Convert Existing BPM/Workflow
• Enrollment processing (Vendor A)• Loan accounting (Vendor B)• Guarantor claims (Filebound)• Private loans (SharePoint with Vendor C)• Standardized on one vendor solution• Reduced maintenance costs
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Step 4: Evaluate Customer
Touchpoints & Process Triggers
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Evaluate Customer Touchpoints & Process
Triggers
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Customer Correspondence
A picture tour of our mailroom initiating processes using Metastorm BPM
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Lincoln, NE Mailroom Delivery
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Mail Received in Document Services For Scanning
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Envelopes Loaded In OPEX
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Envelopes Sliced and All Contents Scanned to Kofax
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Conveyor Scanner
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BPM Process Auto-Started
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Working Mail Electronically Through Metastorm BPM
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Step 5: Identify System-Generated Manual Processes
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Identify System-Generated Manual Processes
• Line-Of-Business System Exceptions• Errors• Manual Review• Reports
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Step 6: Evangelize BPM With IT and Operations
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Evangelize BPM With IT and Operations
• Become a common tool for all IT teams• Operational business analysts
– Modeling/Design– Business rules
• Investigate and implement– ProVision– Call center– Mobile capture
• Continued success that creates a buzz
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Mike Randash, Executive Director of IT
Nelnet Diversified Solutions
@mrandash
MikeRandash