Published on 28-Dec-2011
A professionally managed, non-profit organization, this state agency delivers retirement plans to employees of cities and municipal districts.
When the state agency needed to update its information management system, it faced significant disruption because of the rework required to adapt its integrated third-party vendor workflow application.
The agency purchased IBM Case Manager software, which offers configurable workflows that do not need to be rewritten when technology upgrades are required.
The state agency expects to provide more efficient, higher-quality service with flexible workflows that continue to run smoothly when the organization takes advantage of new technology releases.
To fulfill its charter, the agency must provide quality services, anticipate diverse needs, and openly and effectively communicate with its members, retirees and cities. For years, the nonprofit relied on information technology from IBM to help achieve these goals. When the time came to upgrade its IBM FileNet® Content Manger system, the agency discovered that retrofitting the integrated and highly customized third-party workflow solution to the newer FileNet release required major rework. To avoid encountering this issue again, the agency sought a solution that would allow caseworkers and managers to create and adapt workflows while enabling IT to upgrade systems easily without disrupting the business.
Open, configurable technology
The agency engaged IBM Business Partner Adjacent Technologies to investigate options and make a recommendation. IBM Case Manager software fit the bill. The Adjacent Technologies proof of concept (POC) showed that out-of-the-box solution workflows offer almost 90 percent of the functionality currently provided by the customized tool that the agency sought to replace. However, unlike the existing tool, the Case Manager software workflows are configurable, not hard-coded. The workflow capability is designed for easy customization and backward compatibility with new releases and integrations.
Using Case Manager software, the agency expects to be better positioned to meet service level agreements (SLAs). With the solution in place, managers monitor performance with dashboards, and real-time analytics provide insights to enable timely action on potential issues. Business analysts and caseworkers can also add new tasks and notifications to already-deployed workflows. In addition, authorized business users are able to create and edit business rules governing workflows. For example, managers can build rules to instruct the system to automatically send a case to another caseworker or to the attention of a manager after meeting defined conditions for exception handling or escalation. A defined condition can be as simple as specifying a limit on the number of days a case stays in a workflow queue or defining alternative routing when somebody is on vacation. By enabling almost immediate insight-to-action responsiveness, quarterly reporting to the board can become an opportunity for agency executives to highlight successes and opportunities rather than explain lapses in complying with SLAs.
Phased deployment of the Case Manager software is planned to begin with member benefits and proceed to addressing policies, contracts and taxes. The agency is already discussing future integration with its member website and IBM FileNet eForms software to enhance customer service. For its customers who prefer to do business online, the agency wants to provide online applications, beneficiary change notifications and other forms that require authorized digital signatures. These e-forms will automatically attach to the appropriate case and workflow activity to speed processing and comply with regulatory requirements.
Better service, higher ROI
- Improve ROI and responsiveness to the business by replacing rigid technology with a highly adaptable solution
- Provide more efficient, higher quality service with configurable case flows that enable personalized handling of individual cases
- Proactively address SLA issues with dashboard monitoring and analytics
- Enable timely changes in how work flows across the organization using flexible business rules
Products and services used
© Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America December 2011 All Rights Reserved IBM, the IBM logo, ibm.com, and FileNet are trademarks of International Business Machines Corporation in the United States, other countries or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.