Welcome to WfMC Awards for Excellence in Case Management 2013

1. Welcome to WfMC Awards for Excellence in Case Management 2013 Media support by

2. 3rd Annual WfMC Awards for Excellence in Case Management • Lead Judge: • Max Pucher • Criteria Contributor: • John Matthias • Judges: • Fred Cummins David Duggal Keith Harrison-Broninski • Dana Khoyi Tom Shepherd Marco Brambilla • K Walter Keirstead Alberto Manuel Sandy Kemsley • Nathaniel Palmer (director) Keith Swenson (Founder) Chuck Webster • Awards Director: • Layna Fischer, Future Strategies Inc

3. Awards Ceremony for WfMC Awards for Excellence in Case Management • Categories • Back Office • Construction and Big Projects • Financial • Knowledge Worker Innovation • Legal and Courts • Public Sector • Shipping and Logistics

4. Finalists Across All Categories • Axle Group Holdings Ltd., nominated by EmergeAdapt • CargoNet AS, nominated by Computas AS • Department of Transport, South Africa, nominated by EMC Corporation • Directorate for the Construction of Facilities for EURO 2012, nominated by PayDox Business Software • Fleet One, nominated by 4Spires • Info Edge Pvt. Ltd, nominated by Newgen Software Technologies Ltd • National Courts Administration of Norway, nominated by Computas AS • Texas Office of the Attorney General Crime Victim Services Division, nominated by IBM • U.S. Department of Housing and Urban Development (HUD), nominated by AINS, Inc. • UBS Bank, nominated by Whitestein Technologies

5. Back Office Adaptive Use of Case Management Axle Group Holdings Ltd nominated by EmergeAdapt Limited Production Use of Case Management Info Edge India Ltd nominated byNewgen Software Technologies Limited

6. Adaptive use of Case Management in the Back Office   Axle Group Holdings Ltd nominated byEmergeAdapt Limited Paul McGlynn CEO EmergeAdapt Andrew Porter Head of IT National Tyres and Autocare Alan L. Revie Executive Chairman Axle Group Holdings Ijonas Kisselbach CTO EmergeAdapt • Situation • Axle Group Holdings, parent company of National Tyresand Autocare (220 high street branches and web), National Fleet, Tyre Shopper and Viking International. • Growth needs of business promoted renewed strategy for investment in IT • Existing technology at end-of-life. • Desire to consolidate and standardise processes supporting eCommerce, refreshing with cloud-based technology

7. Axle Group Holdings Ltd • Benefits • Cloud approach saves US$100k pa in staff and infrastructure • Improved process efficiency with straight-through processing • Reduced cost of change based on end-user configured case templates • Improved insight into order exceptions giving management clear guidance on staff training • Smart case buckets allow managers to respond quickly to changing work patterns and to organise staff into appropriate teams • Permissions allows managers to control the information individual users can access, and what processing they can carry out • Case worker experience improved, less training required • Managers can easily configure tasks lists which can both automate process while providing support for the case worker. • Real time case status indicators allow managers to react quickly to case exceptions • Implementation & Innovation • Build of 4 eCommerce sites integrated to case management within 12 months • Consolidating multiple back office systems into a single case management platform • Case templates provide high degrees of business-led change, and provide Axle with a platform to rollout new processes • Configuration of the same case management platform for a claims management company • Technology • EmergeAdapt is the Systems Integrator • CaseBlocks - SaaS Case Management platform for front and back-office

8. Production use of Case Management in the Back Office   Info Edge India Ltd nominated by Newgen Software Technologies Limited Overview Info Edge India Ltd. is India’s leading online classifieds company with a strong portfolio of brands, experienced management team and a business model that is driven to further capitalize on its first phase of growth. The company wanted a robust, scalable, enterprise class solution for Naukri.com, India’s biggest jobsite and its flagship brand. They were looking for a solution to standardize five core processes namely resume writing, cover letter, application writing, and info-graphic resume and video resume script writing. Situation • Lack of complete process visibility/transparency in processes • Isolation of departments/work, no proper communication channels • Delays in customer response resulting in poor customer satisfaction scores • Manual work distribution process resulting in poor resource utilization • Handling the extensive volume of transactions related to the job application process • No repository to maintain the transactional data

9. Benefits • Efficient tracking and monitoring of each case • Faster resolution of customer requests resulting in higher Customer Satisfaction • Greater Market Penetration • Repository to maintain all transactional data • Automatic work distribution leading to reduction in Turn-Around-time and Operational Costs • Implementation & Innovation • Goal driven dynamic case management aligned with business strategies • Automatic work distribution based on skill set • Convergence of BPM, ECM with complex event processing to support dynamic case management • Drill down analytics for process visibility and user accountability • Automatic Case Management pattern for work distribution • Implementation of Incident Management processes that respond to unpredictable events Technology • Dynamic Case Management suite including OmniFlowTM , OmniDocsTM • Business Analytics • Newgen proposed a new process - PROagile approach

10. Construction and Big Projects Adaptive Use of Case Management Directorate for the Construction of Facilities for Euro 2012 nominatedbyPayDox Business Software

11. Adaptive use of Case Management in Construction and Big Projects Directorate for the Construction of Facilities for Euro 2012 nominatedbyPayDox Business Software Preparations for the 2012 UEFA European Football Championship «EURO-2012» required implementation of large-scale projects in the construction and renovation of stadiums. • Situation • Ukrainian State Enterprise «Directorate for the construction of facilities for EURO 2012» was specifically established to manage construction of sports facilities. This organization became the General Customer of the project management system • The production of such works required an information technology, able to exercise flexibility in the management of a large number of business processes • The project management was implemented on the PayDox ACM

12. Directorate for the Construction of Facilities for Euro 2012 • Implementation & Innovation • Sociality and simplicity – the key advantages of the system. • All managing projects oriented on results, a process to achieve these results is adapted along the way • The ACM works as a web application serving unlimited users from a single web-server. The system lets to collect, process, store and electronically reconcile a large number of tasks, documents, videos, construction drawings and images • Benefits • The dramatic reduction of the number of overdue assignments and documents • Significant reduction of processing time of documents, orders and tasks • Optimization of collaboration between geographically distributed employees • The number of oral («telephone») assignments and tasks significantly decreased. The management of one-time and current tasks became computerized • Technology • INTSOL IT-integration • PayDox Adaptive Case Management

13. Financial Domain Adaptive Use of Case Management UBS Bank nominatedbyWhitestein Technologies

14. Adaptive use of Case Management in the Financial Domain UBS Bank nominatedbyWhitestein Technologies UBS AG is a Swiss global financial services company headquartered in Basel and Zürich, Switzerland, operating in more than 50 countries with about 63,500 employees globally. • Situation • UBS is embarking on a strategy to establish, and in some cases re-establish, presence in multiple global emerging markets spanning Latin America, MENA, and APAC. • UBS is enhancing their global wealth management operations with client-centric collaboration, operational visibility and adaptive process improvement.

15. UBS Bank • Implementation & Innovation • Solution focused on automating the phases of client case management including prospecting, onboarding and advisory (building an asset portfolio). • Launched a single, modular, client-centric front office platform for wealth management that can be deployed and integrated rapidlywith any existing application infrastructure • Client interaction through new user interface supports ad-hoc annotations, collaborative decision making on case state to progress a workflow, attachment of documents etc • Benefits • Compliance suitability, restriction checks, product matching, and other topics including approvals are considerably accelerated, more accurate, and auditable • Reduced capital investment in new deployments • Automatic auditing of all actions performed by users provided full accountability and decision tracing. • Goal-driven governance provides measures and optimization control points • Technology • Living System's Process Suite (LSPS) from Whitestein Technologies. • 'PM1' portfolio management suite built with LSPS by Expersoft Systems.

16. Knowledge Worker Innovation Adaptive Use of Case Management WEX Fleet Onenominatedby 4Spires

17. Adaptive use of Case Management in Knowledge Worker Innovation WEX Fleet One nominatedby 4Spires Making & keeping commitments improves accountability, drives results, builds trust. Stacey Bright, Marketing Dir, Fleet One David Arella, CEO, 4Spires • Situation • Midsize company provides vehicle fleets with fuel cards and financial services • Marketing department struggling with coordinating activities across 9-person team • Keeping track of dozens of ongoing/overlapping deliveries • Searching for two years to find a tool to support collaboration dependencies

18. WEX Fleet One • Implementation & Innovation • Structured, but flexible coordination of multiple deliveries against tight deadlines • Knowledge workers make and track commitments through delivery • Easy linking of task dependencies • Seamless integration with pre-existing CRM and document management system. • Self implemented within 30 minutes • 15 users handling dozens of deliveries/mo. • “100% user commitment” to new practices • Benefits • Visibility across all projects by whole team • Improved coordination and on-time deliveries • Improved efficiency and execution • Clear accountability and follow up • New work practices support making and keeping explicit delivery agreements • Technology • “CommitKeeper” software provided by 4Spires • Implemented on Salesforce.com platform

19. Legal and Courts Adaptive Use of Case Management National Courts Administration of Norway nominatedby Computas AS Production Use of Case Management Texas Office of the Attorney General Crime Victim Services Division nominatedby IBM Corp.

20. Adaptive use of Case Management in the Courts The Norwegian Courts Administration nominatedbyComputas AS Olav Berg Aasen – Deputy Director General Astrid Irene Eggen – Senior Advisor Endre Helgesen Skjetne – Senior Advisor . • Situation • Case handling and court management for all 1st and 2nd instance courts • High-quality uniform case handling in accordance with procedural law • Improve service-level for parties / actors / public • Improve efficiency and effectiveness of the Norwegian courts • Improve integration with other judicial actors

21. The Norwegian Courts Administration • Implementation & Innovation • Adaptive task support for judges and staff • Context- and user-sensitive task templates • A personal worklist for every user, a work folder for every case • Judicial collaboration hub – police, prosecutors, correctional services • Communication external stakeholders • 200 case types, 700 task templates • 1 200 daily users, 200 000 yearly legal cases, 7 000 docs produced daily • Benefits • From sequential to parallel case processing • Cross-organizational scheduling and resource management • Built-to-change, adapting to business changes • Document production and merging based on case data • Adopting LOVISA and electronic archives • Mutually synergetic • Hide archiving nitty-gritty • Work performance focus simplifies training • Can be used directly in courts or in office • Technology • Built on the ACM framework FrameSolutions™ Java from Computas AS • Task engine, rule engine, organization model, shared information platform • Declarative representation of business logic

22. Production Use of Case Management in the Courts Texas Office of the Attorney General Crime Victim Services Division nominatedby IBM • Situation • The Texas Office of the Attorney General’s Crime Victim Services Division provides victims of violent crimes a means to apply for eligibility for the Crime Victims’ Compensation Program, which pays medical and other bills related to the crime. • Dated system was close to failure, which would have negatively impacted victim’s claim processing as well as legislative mandated measures, putting federal funding in jeopardy. • Work unpredictability was burdensome to existing system of manual processes.

23. Texas Office of the Attorney General Crime Victim Services Division • Implementation & Innovation • Initiates pre-defined and ad hoc tasks, with email or workflow notifications supporting work unpredictability • Provides for improved reporting, content analytics and trend analyses relative to the nature of the crime victim services required • Starts cases without all required information, allowing the jumpstart of an investigation • Leverages business rules to drive the assignment of cases, including staff availability, case type, and degree of relatedness • Benefits • Enhances the speed and quality of case outcomes by tailoring work to the way Knowledge Workers worked • Improves allocation and utilization of resources because the system provides a 360 degree view of the work processes and workload status • Offers better reliability, security and lower long term operating cost through cloud-hosting • Platform approach lends itself to next phases: mainframe replacement and social networking • Technology • IBM Business Partner – Adjacent Technologies Inc. • IBM Case Manager platform

24. Public Sector Adaptive Use of Case Management U.S. Department of Housing and Urban Development (HUD) nominatedbyAINS, Inc.

25. Adaptive Use of Case Management in Public Sector U.S. Department of Housing and Urban Development nominatedbyAINS, Inc. Edie Pembleton, Program Manager, OCIO Charles Butler, Director, PMO, Office of the Chief Human Capital Officer Karen Newton Cole, Deputy Chief Human Capital Officer Kevin Cooke, Deputy Chief Information Officer • Situation • Cabinet level Department responsible for national housing programs • Mission effectiveness dependent on effective Correspondence and HR • Mandate for new technology to address both requirements

26. U.S. Department of Housing and Urban Development • Implementation & Innovation • Correspondence & HR events treated as “cases” • Leveraged existing technologies, acquisition strategies & platforms for multiple lines of business • Faster ‘To Market’ time • Support ad hoc workflow flexibility • Migrate historical data • Integrate with Microsoft product suit and SharePoint • Migration solution to retiring platforms • Provides alerts, reminders, ticklers • Reuse templates • Inherit capabilities across applications • Leverage portal for better user experience • Support 10K+ users nationally • Positions HUD as a service provider to other Agencies, sharing cloud & hosted environments • Benefits • Improved service to internal/external stakeholders • More consistency between HQ and Field • Easier ability to streamline business processes • Faster and more efficient processing of HR cases • Higher quality of managing, monitoring and responding to official Correspondence • Easier adaptation to new mandates • Greater visibility into inefficiencies • Ease of accessing documents related to cases • Available to remote and mobile users • Enhanced processes for document reviews • Ability to baseline costs of program activities • Cost savings of 25% or $525,000 after first year • Contractor support consolidation, from 3 to 1 • Capability that can be offered as Shared Service Technology: eCase, a case management platform provided by and Hosted at AINS, Inc.; Integration with Microsoft technologies with APIs to leading databases and document management systems; InfoPath for Forms design and integration; using AINS workflow engine

27. Shipping and Logistics Adaptive Use of Case Management CargoNet AS nominatedby Computas AS Production Use of Case Management Department of Transport South Africa nominatedby EMC Corporation

28. Adaptive use of Case Management in Shipping and Logistics CargoNet AS nominatedbyComputas AS Web client Tough book Main Client Smartphone app GTS Application server ACM platform Information platform • Situation • CargoNetAS is the primary Norwegian freight train operator • Limited infrastructure capacity & increased competition from road based transport • From train-production to order-based intermodal transportation MQSeries, FTP, WebService Other systems - other train freight companies - invoice system,…

29. CargoNet AS • Implementation & Innovation • Dynamic task templates rather than static end-to-end processes • Case work folder for • Freight train planning • Carriage / container booking • Focus shifted from “error handling” to adaptive handling of situations • Process snippets over shared information platform enables rapid system adaptation • Built-to-change • Benefits • Considerable cost reductions related to customer handling • Knowledge based & “real-time” driven customer handling • Managing physical reality - new mobile clients gives proximity from event to recording… • Shared information platform increases data quality across business operations • User-centric task support operating on real-time data • Technology • Built on the ACM framework FrameSolutions™ Java from Computas AS • Task engine, rule engine, organization model, shared information platform • Toughbooks in trucks, smartphone mobile client, self-service web portal

30. Production use of Case Management in Shipping and Logistics Department of Transport South Africa nominatedby EMC Corporation Department of Transport South Africa speeds collaborative case review processes with innovative case management solution • Situation • Department of Transport oversees all modes of transportation throughout the Republic of South Africa • Each branch of the Department had developed its own silo's for case and document management processes • Primary documents weren’t always captured, workflows weren’t well defined or complied with, cases and documents couldn’t be tracked throughout the process, and records often weren’t retained for later access • Department embarked on an organization-wide initiative to centralize and standardize all document capture, case management and records management, with the ability to track and trace cases and to ensure workflow compliance

31. Department of Transport South Africa • Implementation & Innovation • Cases are initiated and automatically forwarded to the appropriate employees or public officials for review and approval • Guidance and timelines are incorporated into the case workflow • Using employee profiles and sophisticated work queues, skills-based routing of cases expedite and improve decision making • Visibility extends across all five branches and 12 agencies of the Department • Benefits • Significantly increased efficiencies of managing critical DoT proposals and memoranda, speeding response times from weeks to a few days • 80 percent of document recipients comply with timeframe requirements • Enables government compliance with Government Minimum Information Standards and national Archives Act • Technology • EMC Corporation • EMC Documentum xCP, EMC Captiva

32. Judges’ Choice Award Best Overall Use of Case Management National Courts Administration of Norway nominatedby Computas AS

33. 2013 Winners Recap • Back Office • Adaptive Case ManagementAxle Group Holdings Ltd., nominated by EmergeAdapt • Production Case Management Info Edge India Ltd, nominated by Newgen Software Technologies Ltd • Construction and Big Projects • Adaptive Case Management Directorate for the Construction of Facilities for EURO 2012, nominated by PayDox Business Software • Financial • Adaptive Case Management UBS Bank, nominated by Whitestein Technologies • Knowledge Worker Innovation • Adaptive Case Management Fleet One, nominated by 4Spires continues…

34. 2013 Winners Recap continued • Legal and Courts • Adaptive Case Management and Judges’ Choice AwardNational Courts Administration of Norway, nominated by Computas AS • Production Case Management Texas Office of the Attorney General Crime Victim Services Division, nominated by IBM • Public Sector • Adaptive Case Management U.S. Department of Housing and Urban Development (HUD), nominated by AINS, Inc. • Shipping and Logistics • Adaptive Case Management CargoNet AS, nominated by Computas AS • Production Case Management Department of Transport, South Africa, nominated by EMC Corporation

35. 2013 Winners will be published in the next edition on the Excellence in Practice series. All previous winners received additional recognition through publication in these books All books are available on Amazon.com in Print Format “Taming the Unpredictable” and “How Knowledge Workers Get Things Done” Digital Editions can be downloaded from www.FutStrat.com

36. Our congratulations again to the Winners! Keith Swenson, WfMC Chair, Nathaniel Palmer, Executive Director, WfMC Layna Fischer, Awards Director and PublisherFuture Strategies Inc. The recording and slides will be posted to http://adaptivecasemanagement.org/within a few days.