e-Democracy Conference 2011 presentation titled 'Citizen services and collaboration in the 21st Century' by Holger Schreyer, Director, Sales Engineering - EMEA Central Kofax Deutschland AG
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[2011] Citizen services and collaboration in the 21st Century - Holger Schreyer
1. Citizen Services and
Collaboration in the 21st
Century
Meeting Government Information Capture
Needs
Holger Schreyer
Director PreSales, EMEA Central
27th Sep 2011
2. Capture: Your Onramp to
Document Driven BPA
Agency Any IT
Stakeholders Infrastructure
Business Intelligence
Anyone Scan Paper Documents
BPM / Workflow
Perfect & Enhance Images
LOB Applications
Ingest Electronic Documents
Anywhere
Classify & Separate “Pages” ERP / CRM
Extract & Perfect Data
ECM / RM
Streamline & Manage Communications
Any Format
Databases / Archives
VALUE
Fuel e-Democracy & e-Government
Reduce Costs, Speed Processing
Enhance Regulatory Compliance
Streamline Collaboration and Communication
Migrate from Paper to a Paper & Electronic Document Environment
Reduce carbon footprint
Citizen Services and Collaboration in the 21st Century
2
3. Conceptual view: process
citizen requests,
communication
Paper
Fax
Email
BPM
SMS Understand Decide Portal ERP/LOB/CRM
XML
SharePoint
Office
ECM/RM Database
PDF
What is it? What do I do with it?
Citizen Services and Collaboration in the 21st Century
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4. ICT Automation: reduced
process time & cost
Paper
Fax
Email
BPM
SMS Understand Decide Portal ERP/LOB/CRM
Understand
XML
SharePoint
Decide
Office
ECM/RM Database
PDF
Citizen Services and Collaboration in the 21st Century
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5. Touchless processing
Paper
Fax
Email
BPM
SMS Portal ERP/LOB/CRM
Understand
XML
SharePoint
Decide
Office
ECM/RM Database
PDF
Citizen Services and Collaboration in the 21st Century
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6. Kofax Government
Solutions
Social Services Revenue, Finance
Public Health Courts and Justice
Benefits & Taxation
•Eligibility & Enrollment •Vital Records •County Circuit Courts •Retirement & Pension
•Financial Aid •Census Data •District Courts •Tax Form Processing
•Food Assistance •Clerks Office •Investigations
•Child Support Services •Wills •Collections
•Unemployment •Land Records •Licensing
•Workers Comp •Deeds •Permitting
•Housing •Liens
•Health Care •Violations
Education Public Safety Transportation Facility & Assets
Management
•Admissions •Ticket Processing •DMV •Utilities
•Transcripts •Inspections •State Road Construction •Water/Power
•Exam Processing •Permitting •Traffic Pattern •Buildings
•Special Ed/IEP Case •Corrections Coordination •Computers
Management •Police •Urban Modernization •Vehicles
•Early Intervention (0-5) •Fire
Case Management
Citizen Benefits Enrollment Workers Compensation & Pension Finance
Child Support Enforcement Tax & Revenue Digital Mailroom
Unemployment Claims Collaboration in the 21st Century
Citizen Services and Human Resources Administration Invoice Processing
6
7. Distribution of Mail
• In many agencies, the daily work is
initiated by the distribution of the
incoming mail to:
– Departments
– Groups
– Individuals
• Scanning and image-enabled workflow
is only half the answer
ICT can dramatically reduce an agency’s operational costs by
reducing labor for preparation and post-scan processing
Citizen Services and Collaboration in the 21st Century
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8. Manual Processing
Collect Channels Mailroom
People
Walk-In
Sort and Batch Scanner Case Workers
Applications
& On-going Claims
Postal Service Cost Decision
Supporting Documents
Internal/External
Departments &
Agencies
Delay
Fax
External
Printer Organizations
Case Files
Licensing
Permits Errors Processes
Violations E-mail Workflows
Admissions
Transcripts Reporting
Citizen Services and Collaboration in the 21st Century
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9. Automated Digital
Mailroom
Collect Channel Capture
People
Walk-In
Employees
Applications
& On-going Claims Scanner
Decision
Postal Service
Supporting Documents
Internal/External
Departments &
Fax Fax Server Agencies
Classification
Extraction
Validation
Delivery
External
Organizations
Case Files
Licensing
Permits
Processes
Violations E-mail Inbox Workflows
Admissions
Citizen Services and Collaboration in the 21st Century
Transcripts Reporting
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10. Kofax Government Solutions
Value Proposition
Reduce consumables &
administration cost
Do more
Cost Reduce processing cost through
Containment with less
automation of capture, classification,
headcount
validation, seamless back end
integration
Accelerate processing time
Improved
Communicate – notify constituents and Access
Increased
share or request information in the most
Efficiency from 1 week
cost-effective way
to 1 minute
Improved Constituent Satisfaction
Collaboration with departments, No need to
Improved agencies and clients pack and
Information
Management Cost effective inbound and outbound ship paper
communication on one platform files
Citizen Services and Collaboration in the 21st Century
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11. Proofpoints: Customers in
the Government Sector
Landesamt fĂĽr Besoldung
und Versorgung
Citizen Services and Collaboration in the 21st Century
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12. British Waterways
Location: Watford, United Kingdom
Size: 2200 Employees
Challenge
– Receives annually hundreds of thousands of boat licenses, renewals etc.
– Document volume exceeded storage capacity
– Staff members spread out across multiple sites without access to stored data
Solution
– Centralized scanning of barcoded documents and automated separation and extraction of
required information with Kofax Capture, Kofax VirtualReScan (VRS)
– Automated validation by SAP look ups, release to MS SharePoint, automated filing
– Conversion of 350.000 .tiff files to searchable PDFs
Results
– Documents available to staff in real-time
– Solution saves more than $ 15 million annually in staffing, operating costs
– Documentation centrally stored, properly versioned and easily searchable and retrievable
Citizen Services and Collaboration in the 21st Century
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13. State Of Geneva
Location: Geneva, Switzerland
Size: 14,000 Employees
Solution: Mailroom
Challenge
– Suffered from serious storage capacity problems
– Low level of transparency to citizens and suppliers
– Needed to improve handling of hundreds of thousands of important citizen documents
– Needed to improve service-level
Solution
– Centralized batch scanning, automated separation, extraction, validation and release to various
front- and backend-systems, collation into one digital file
– Kofax Capture, Kofax VirtualReScan (VRS), Kofax Transformation Modules (KTM)
Results
– Increased service level to citizens and suppliers
– Reduced errors, quicker response to queries, reduced overhead costs
– Storage issue completely solved
– Faster invoice processing
Citizen Services and Collaboration in the 21st Century
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14. Romania
National Statistics
Location: Romania
Population: 21 Million
Institue
Challenges
– needed to capture alphanumeric census information with high accuracy
– Registration information from millions of documents needed to be processed in very short time
– Support 48 census centers
Solution
– Kofax document processing platform, capture continuous feeding of documents in batches of mixed
sizes and weight, Image de-skew in forms – 40 million documents licensed per year
Results
– The Kofax solution performed black border removal and eliminated colored boxes in forms
– 25 000 census documents processed in 30 minutes (election 2009)
– The Kofax solution met every target for greater speed, accuracy and cost-efficiency
Projects
– Agency for Payment and Intervention for Agriculture – milk quota study for all romanian counties
– National Statistical Institute - Structural survey in agriculture of 2007
– Services Statistical Institute - Eupean parliament election for Romania
Citizen Nationaland Collaboration in the 21st Century
– National Statistical Institute - General Agricultural Census 2010 project 14
15. Benefits of Automation
Operating Costs
Responsiveness
Misplaced/Lost Files
Productivity
Fraud
Processing Capacity
Benefits Delivery
Quality Timeframe
Constituent Satisfaction
Agency Director Benefits Delivery
“I want all our Manager
processes to be “I want a secure,
streamlined – we need reliable and easy to
be more efficient and manage process
provide better service where my staff focus
to our constituents.” on serving our
constituents, not
Citizen Services and Collaboration in the 21st Century
handling documents.”
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16. Kofax at a Glance
Successful for more than 20 years
– Acknowledged market leader in information capture
– Helping customers to optimize/automate their mission critical, document driven business
processes.
Global presence
– 1,100 employees in 37 countries
– 800+ Partners
– Global professional services organization
– Global support organization
– Development and product management in the US, Europe, Asia
Proven track record
– 20,000+ customers around the globe
– Significant public sector presence
Citizen Services and Collaboration in the 21st Century
http://www.kofax.com/solutions/government.asp
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Many initiatives wediscussedyesterdayandtodayfor e-govand e.-emo, publicparticipationwhichofferbetterinvolvementanddirectinvolvement in processesAll theserequire modern andadequatecommunicationmeansbetweentheusersbeitcitizensor MP or .. Yniandtheprocesses, regulationsamdsometimesexisting ICT systems(Kofax) ICT Government Solutions enable agencies to streamline their capture processes, reduce costs, provide better service to constituents and adopt technological advancements and best-practices with the agility of private industry.