IBM 4 Waves of ECM Innovation David Caldeira

Information Trends Impacting All of Us Volume Every day, 15 petabytes of new information are being generated. By 2010, the amount of digital information will grow to 988 exabytes. Variety Velocity 80% of new data growth is unstructured content, generated largely by email, with increasing contribution by documents, images, and video and audio. An average company with 1, 000 employees spends $5. 3 million a year to find information stored on its servers. 42% of managers say they use the wrong information at least once per week. Regulations 70% say Regulations drive up storage demands, businesses realizing they must classify, manage, delete data - not just keep adding storage Information Week, “State Of Enterprise Storage Changing Priorities, Changing Practices”, Jan 2009. Delahunty, Steve IDC: Expanding Digital Universe, 2007 IDC: "The Hidden Costs of Information Work" April 25, 2006 Accenture: Managers Say the Majority of Information Obtained for Their Work is useless 2007 http: //newsroom. accenture. com/article_display. cfm? article_id =4484 © 2009 IBM Corporation

Organizations Want Agility for Better Outcomes Optimize Costs • Automate manual processes Increase Flexibility • Reduce process cycle times • Implement faster change • Reduce complexity • React quickly to threats and opportunities • Reduce the cost of change • Reduce errors and exceptions • Minimize cost of legal and regulatory compliance • Reduce risk and respond rapidly to changing regulatory and legal requirements CIO's top priority over last three years: “Improving Business Processes” Source: Gartner, “Making the Difference: The 2008 CIO Agenda, ” © 2009 IBM Corporation

IBM ECM – Driving Business Agility IBM ECM helps companies make better decisions faster by: ● Managing all forms of content ● Delivering content intelligence ● Optimizing associated business processes ● Enabling information lifecycle governance through an integrated © 2009 IBM Corporation

IBM ECM Product Guiding Principles Pervasive and Persuasive User Experience Access, collaborate, and influence business decisions in new ways, surfacing content in context to support decisionmaking Business Agility Enterprise Capabilities Provide the right information to the right constituents at the right time in the right context to enable better decisions faster. § Scalability Information Lifecycle Governance § Performance Automate and enforce information lifecycle policies with content collection and archiving, advanced classification, records management and e. Discovery search and analytics § Reliability § Business Continuity § Integration/Federation Trusted Content Intelligence § Installability Active Content § Shared Services Discover new business insight from content and deliver it to processes, applications, and BI tools, powering better business§ Upgradeability decisions § Configurability Deliver information that is unified, accurate and in context with critical business processes and policy management. Content Anywhere § Reuse § Deployment § System Monitoring Manage content anywhere without requiring content migration © 2009 IBM Corporation

2010 Four Waves of ECM Innovation Map to Key Client Solution Areas Trusted Content Analytics BPM Adv Case Mgmt • Uncover key business insights • Optimize business outcomes • Leverage trusted content Optimization • Improve customer experience • Reduce cycle time • Reduce costs Compliance Info Lifecycle Governance Essential ECM • Reduce costs • Improve Efficiency • Reduce risks • Reduce costs Automation © 2009 IBM Corporation

Content Under Management – the Foundation of ECM Trusted Content Analytics BPM Adv Case Mgmt • Uncover key business insights • Optimize business outcomes • Leverage trusted content Optimization • Improve customer experience • Reduce cycle time • Reduce costs Compliance Info Lifecycle Governance Essential ECM • Reduce costs • Improve Efficiency • Reduce risks • Reduce costs Automation © 2009 IBM Corporation

IBM ECM is Essential to Production Imaging & Capture Cut Costs and Improve Productivity IBM ECM provides an industry leading point solution for managing production volume imaging & capture for the enterprise Production Imaging & Capture Enterprise Office Report Document Management Other Repositories ECM Standardization & Consolidation © 2009 IBM Corporation

IBM ECM is Essential to Production Imaging & Capture Cut Costs and Improve Productivity Recruit Hire Orientation Review Training & Certification Status Change Rehire Retire Solution Summary Solution Benefits • Production Imaging & Capture for • Powerful ROI driving costs and delays out of in • Significant cost savings coming paper handling • Steps & sub-processes reduced Why IBM? • Increased throughput • #1 in Imaging • Elimination of lost documents • #1 in Imaging Partner Applications • Unique with complete software stack Imaging Remains Key to 'Paperless’ - Gartner, Aug ‘ 08. © 2009 IBM Corporation

IBM ECM is Essential for Enterprise Report Management IBM ECM provides an industry leading point solution for managing production volume statement & report printed electronic output and presentment for the enterprise Production Imaging & Capture Enterprise Report Management Office Document Management Other Repositories ECM Standardization & Consolidation © 2009 IBM Corporation

IBM ECM is essential for Enterprise Report Management For high volume print output e-capture and e-presentment In/Out bound Transforms High Volume Print Output Electronic Report Distribution e. Mail Re-Distribution Customer Service Customer Self-Service Solution Summary Solution Benefits “View not Print” solution for customer service & avoiding print and storage costs • Compelling ROI Why IBM? • Improve Customer Service & Self-Service • We are market leader - over 5, 000 customers, billions of statements • Quick to install & deploy • Reduce printing & paper related costs • Major Recent Unique Product Investments – Retention, RM • Proven legacy replacement solution © 2009 IBM Corporation

IBM ECM is essential for Office Document Management Improve discoverability, classification, security and compliance Production Imaging & Capture Enterprise Office Report Document Management IBM ECM provides the direct connect Office Document Management services for: • Microsoft Word, Excel, . . • Email – Exchange &/or Notes • File shares • Microsoft Share. Point • Lotus Quickr Other Repositories ECM Standardization & Consolidation • Lotus Web Content Management • XML Docs used in Customer Communication Management & Document Publishing © 2009 IBM Corporation

IBM ECM is essential for Office Document Management Desktop Apps Direct Connect Web. Parts included with FN CM Collaboration, Email and Social Content ICC Share. Point for P 8 & CM 8 e. Forms Lotus Forms for P 8 BPM Quickr for P 8 & CM 8 Applications Mashups, Portal & WCM New Lotus WCM connect Business Value Document Management with Workflow & Forms Trusted Content Management Information Governance, Smart Archive, Compliance Federated Content Analytics Business Outcome • High ROI leveraging desktop/email applications • De-duplication of content for storage cost savings • Single source of truth, for increased productivity • Improved discoverability, for increased • Case management support • Optimum decision making • Improved customer service • Governance for risk avoidance • Improved compliance & e. Discovery © 2009 IBM Corporation

IBM ECM is Essential to Content Standardization & Consolidation Cut Costs, Manage Risk, Improve Service Production Imaging & Capture Enterprise Office Report Document Management Other Repositories ECM Standardization & Consolidation IBM ECM provides the platform for managing, integrating and consolidating multiple content repositories and participating in enterprise Master Data Management © 2009 IBM Corporation

IBM ECM is essential to Content Standardization & Consolidation Reduce Recurring Integration Costs and Leverage Content Value Chaotic Content Access &Search Standardized Content Access & Search Solution Summary: • Drive out multiple repository related costs and inefficiencies • Access to trusted content anywhere Why IBM? • Master catalog of content metadata Solution Benefits • Unique ECM standardization approach • Rapid build & deploy of applications • Access/RM content managed in place • Federated Records Management of in-place content • Competitors offer federated search only • OOTB connectors vs. just toolkits • Integrated Master Data Management © 2009 IBM Corporation

IBM ECM is Essential to the Enterprise IBM ECM provides solutions for managing production volume images, enterprise reports, office documents and consolidating multiple content repositories as the foundational elements of an enterprise content management strategy Production Enterprise Office Imaging & Report Document Capture Management Other Repositories ECM Standardization & Consolidation © 2009 IBM Corporation

Enhanced compliance posture also dramatically reduces cost and integrates structured data Trusted Content Analytics BPM Adv Case Mgmt • Uncover key business insights • Optimize business outcomes • Leverage trusted content Optimization • Improve customer experience • Reduce cycle time • Reduce costs Compliance Info Lifecycle Governance Essential ECM • Reduce costs • Improve Efficiency • Reduce risks • Reduce costs Automation © 2009 IBM Corporation

Information Chaos Creates Many Challenges Valued information is buried beneath too much unnecessary information (over-retained, duplicated, irrelevant) The keep everything forever model has failed No information visibility: to unlock what, why, where in a trusted accurate manner Runaway storage and infrastructure costs, with power, space and budget challenges Inability to produce critical information under punitive scenarios and deadlines © 2009 IBM Corporation

IBM Information Lifecycle Governance (ILG) Model © 2009 IBM Corporation

ROI of Information Lifecycle Governance Control Growth, remove duplicate data – reduce storage costs by 50%-80% Automate decisions, clean up legacy data – save up to 17 cents per document Enforce records retention to reduce e. Discovery and storage costs by 50 -80% Decommission unnecessary content, cut costs by up to 80% Optimize e. Discovery decisions to reduce costs by up to 80% Leveraging a common infrastructure accelerates cost reduction © 2009 IBM Corporation

IBM Smart Archive ERP / CRM … Reports Strategy Paper (SAP, People. Soft …) Collaborative (Quickr, Share. Point) Content (Documents, Images …) Email Data (Notes, Exchange) Optimized and Unified Assessment, Collection and Classification Value Added Services • • • Optimization Services System Services Managed Services Reference Architecture Information Governance Cloud Ready Archive Storage with Optional ECM 21 Flexible and Secure Infrastructure with Unified Retention and Protection On Premise (Custom Config) Appliance As A Service (Pre-Config) (Saa. S, Multiple Options) Integrated Compliance, Records Management, Analytics and e. Discovery © 2009 IBM Corporation

Activated content drives line of business value of case management and evolution to ACM Trusted Content Analytics BPM Adv Case Mgmt • Uncover key business insights • Optimize business outcomes • Leverage trusted content Optimization • Improve customer experience • Reduce cycle time • Reduce costs Compliance Info Lifecycle Governance Essential ECM • Reduce costs • Improve Efficiency • Reduce risks • Reduce costs Automation © 2009 IBM Corporation

Content-Centric BPM to Advanced Case Management (ACM) is IBM’s strategy to leverage content-centric BPM, and our deep experience solving casestyle business problems, to take case management to the next level and distinguish IBM solutions from all others in the marketplace. IBM File. Net BPM © 2009 IBM Corporation

Case Management Categories Have Emerge Across all Industries Common Characteristics § Event driven § “Case” created § Content intensive § Knowledge worker responsible § Collaborative in nature § Dynamic processes § Long lived § Outcome driven © 2009 IBM Corporation

Case Management: What Is New? “Next-generation case management requires a different mindset … this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive analytics, business rules, and social collaboration, in addition to core BPM and ECM functionality…” © 2009 IBM Corporation

Case Management has Four Major Pillars © 2009 IBM Corporation

IBM Advanced Case Management ● ACM requires a platform that unites content, process and people ● IBM is delivering optimized case outcomes through analytics, rules, collaboration and social computing ● ACM Supports work management of structured and unstructured activities ● ACM delivers trusted information to the case – both content and structured data ● IBM has the broadest portfolio of case management capabilities and the most extensive ecosystem of case management solutions, Over 200 solutions driven by business partners ● IBM is improving time-to-value with better tools, more© 2009 out. IBM of. Corporation the

Delivering Case Management Today IBM File. Net Business Process Manager • Comprehensive package of capabilities including e. Forms, BAM and BPF - in one offering. • Business Partner Framework (BPF) & Partner Solutions for Case Management • i. Widgets and composite application frameworks driving the future • File. Net BPM is the foundation platform for Advanced Case Management • Integrated to IBM’s BPM Suite © 2009 IBM Corporation

Content Analytics Opens Potential for Business Performance Gains Through NEW Unique Capabilities Trusted Content Analytics BPM Adv Case Mgmt • Uncover key business insights • Optimize business outcomes • Leverage trusted content Optimization • Improve customer experience • Reduce cycle time • Reduce costs Compliance Info Lifecycle Governance Essential ECM • Reduce costs • Improve Efficiency • Reduce risks • Reduce costs Automation © 2009 IBM Corporation

Every Single Organization: ü Keeps too much information and spends too much storing content because there’s too much to sift through ü Can’t pinpoint the right content when they need it because its unfindable or hidden away in a departmental silo ü Can’t trust the content they do find about their customers because the lifecycle is uncontrolled ü Needs to deliver better customer service, for less because those with the best service are rising above the rest in highly competitive markets ü Wants to optimize their business by: • anticipating their customers’ purchasing needs • reducing fraud • delivering a more complete view of their customers • gaining early warning on product quality and customer satisfaction issues • because the answers exist inside their organization, they’re just buried underneath too much information © 2009 IBM Corporation

Key Enabling Innovation: Content Analytics Extracted Claimant: Soft Tissue Injury Concept Content Analytics Based on UIMA, the open, industry-standard architecture for text analysis pioneered by IBM and now an OASIS standard and Apache open-source project Person Injury Body Part Location Noun Verb Noun Phrase Prep Phrase John sprained his ankle on the step. . . Analyzed Documents with identified concepts • For each document derive • New business understanding • New visibility from content • Create structure and understanding from a group of words © 2009 IBM Corporation

Dynamic Analysis: Basis for Trusted Content Analytics Solutions Impractical and overwhelming analyses are now a reality Aggregate Correlate Explore Visualize IBM’s unique Dynamic Analysis capability Aggregate … form collections from multiple content sources and types unmatched in industry Correlate … deep analysis of content that surfaces trends, relationships patterns, concepts and anomalous associations Visualize … easy to use, feature-rich views to quickly dissect large corpa of content and zero-in on answers Explore … freely investigate content with faceted navigation and drill down to surface new insight and understanding. … to enable informed business decisions © 2009 IBM Corporation

Result: A Platform for Uncovering New Insights Separate the valuable content from the unnecessary Determine what customers will buy Find early warnings on product quality concerns Tells you something you may not know Identify potentially fraudulent insurance claims © 2009 IBM Corporation

Trusted Content Analytics Overview Know Info. Sphere Content Assessment Empower organizations to identify necessary information and decommission the unnecessary Trust Info. Sphere Master Content Deliver trusted content to empower better decision making about individual customers Leverage & Exploit Cognos Content Analytics Deliver insight by visualizing trends, correlations and anomalies about your overall business from your content © 2009 IBM Corporation

Know Info. Sphere Content Assessment Identify necessary information and decommission the unnecessary 1 Dynamically Analyze what you have Make rapid decisions about business value, relevance and disposition. 2 Decommission what’s unnecessary 3 Preserve and Exploit the content that matters Bloated Production Systems with Inefficient Storage Content Based Systems Needing Retirement Content In The Wild Save cost and reduce risk by eliminating obsolete, over-retained, duplicate, and irrelevant content – and the infrastructure that supports it. Collect valued content to manage, trust and govern throughout its lifespan in an enterprise-grade ECM platform. Uncover new business value and insight by integrating with other content analytics solutions. Unnecessary Information Necessary Information © 2009 IBM Corporation

Info. Sphere Master Content Trust Empower better decision making about individual customers with trusted content Key Features • Augments master data entries (or creates new entries) with trusted content to create more complete single-views of customers • Captures document creation and change events as they occur • Creates linkages between master data and ECM based on data from ECM • Unified access to data and content for MDM based business applications MDM Enterprise Content Management Traditional Data Sources Info. Sphere Master Content © 2009 IBM Corporation

IBM Cognos Content Analytics Leverage & Exploit Deliver insight about your overall business from your content • Using Dynamic Analysis, Cognos Content Analytics powers solutions that can: • Spots issues and important trends that may fall outside normal business reporting channels • Deliver new insights to business users across the organization. • The impact: • Improved customer satisfaction • Reduced fraud • Better understanding of market demand perception • Early warning on product quality issues © 2009 IBM Corporation

Trusted Content Analytics Summary Deliver new insight from content assets by: • Knowing your content by dynamically analyzing it to make rapid decisions about it, to cut costs and optimize storage Info. Sphere Content Assessment • Trust content to create more complete, in-depth single version of the truth as encapsulated in organizations’ master data for customers/citizens Info. Sphere Master Content • Leveraging and exploiting content to spot issues and important trends that may fall outside of the normal business reporting channels and deliver new insights to business users across the organization. Cognos Content Analytics © 2009 IBM Corporation

In Summary: Only IBM delivers the broadest and deepest innovative ECM capabilities Trusted Content Analytics BPM Adv Case Mgmt • Uncover key business insights • Optimize business outcomes • Leverage trusted content Optimization • Improve customer experience • Reduce cycle time • Reduce costs Compliance Info Lifecycle Governance Essential ECM • Reduce costs • Improve Efficiency • Reduce risks • Reduce costs Automation © 2009 IBM Corporation