Delivering Citizen Centric Services - Ensuring Convenience, Efficiency, Transparency and Reliability

2. An Effective
Business Process Management System
for Delivering Citizen Centric Services
Across the world Governments are important objective of all e- These processes need to be
creating right governance and Governance initiatives. Several monitored & controlled, rolled out
institutional mechanisms and major initiatives have been taken at quickly and changed for delivering
setting up core infrastructure and different levels to meet these new & better services to citizens.
policies for implementing a number objectives such as online Hence there is a need for an
of e-Governance Projects. Their aim application for registration, e-filing effective Business Process
to create a citizen-centric and of returns, building approvals, Management system for delivering
business-centric environment for waste management in citizen centric services.
governance. Effective citizen municipalities, certificate issuance,
services is the single most etc.

3. ŸControl - deploy this implementation within an organization. For government
What is BPM? and by use of agencies this can mean saving money
User defined dashboards monitor the and improving services to citizens by
Business process management (BPM)
improvement in real time and feed making it easier to interact within
is a holistic management approach
the performance information back
focused on aligning all aspects of an departments and across agencies With a
into the simulation model in
organization with the wants and needs good BPM framework, organizations
preparation for the next
of clients. It promotes business can efficiently and effectively improve
improvement iteration
effectiveness and efficiency while their operational performance, manage
Ÿ Re-engineer - revamp the processes
striving for innovation, flexibility, and from scratch for better results risk, reduce cost, and create customer
integration with technology. BPM value. BPM brings following competitive
benefits:
attempts to improve processes
continuously. It can therefore be Why BPM is Ÿ Time optimization and money
described as a process optimization
process. BPM tools allow users to:
Important? savings
Ÿ Ensure regulatory compliance and
Now a day the businesses are facing the improve government services to
Ÿ Vision - strategize functions and
challenges brought about by citizens by making it easier to modify
processes
globalization and automation. In order processes as requirements change.
Ÿ Define - baseline the process or the
process improvement for a business organization to ride out ŸCentralization of data and realization
the competition, it must learn to of process automation
Ÿ Model - simulate the change to the
process. compete in both the local and Ÿ Provides effective Change
Ÿ Analyze - compare the various international levels. Businesses therefore Management to support Government
simulations to determine an optimal must think in a global perspective and Process Re-engineering (GPR)
improvement adapt to the automation of the market initiatives
Ÿ Improve - select and implement the place. BPM improves productivity and Ÿ Improve visibility into processes
improvement shortens cycle times for innovation
Monitor
te Process
a
Co
om
Transparency
nt
Aut
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Better Turn Higher
Around Time Productivity
Improve
Derisked Statutory
Process Process
Exten
Reduced
Costs
d
Newgen’s Continuous Process Improvement Framework

4. Newgen’s Operational Excellence Framework
Increasing Productivity
Reduce time to execute intake processing servicing
lve
eso g/Exceptions
R in R Real Time Visibility
s His ese
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Pro yt r
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Management of Growth
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at O Ability to scale operationally and volumtricall as per business needs
ati
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Reduction of Cost
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Au
Increase process efficiency identity and reduce redundancies
i
PROCESS
zation
Alert/Notificat
Agility/Cont. Process Improvement
AUTOMATION Respon
Maintaining service levels and enhancing internal SLAs
KEY DRIVERS Audit and Compliance
Ability to generate internal and regulatory reports
ion
d
s
Customer Satisfaction
Meeting internal as well as external expectations, generating growth
Leveraging Existing IT Investment
Controlling costs, leveraging experties
Stadardization
Creating repeatable predicable processes and outcomes

5. Achieving Operational Excellence in Delivering
Citizen Services through Workflow
& Business Process Management
Effective citizen services are the single for taking appropriate action. Such Quick Rollout of new citizen services
most important objective of all e- exceptions can be isolated and tracked E-Governance services are accessed by
Governance initiatives. Several major to closure to ensure the services are citizen through online portals, kiosks
initiatives have been taken at the state delivered to citizens. etc. Once these services are available
level to meet these objectives such as and being used by citizens, the need to
Flexible workflow for cross
online registration, e-filing of returns, add more and more services becomes
department functioning
building approvals, waste management meaningful. A strong Business Process
in municipalities, certificate issuance, etc. Delivering Citizen-centric services
Management framework used at the
These processes are needed to be requires multiple approvals, workflow,
back office to deliver these services can
monitored & controlled, rolled out processing etc. These workflows involve
facilitate quick deployment and rollout
quickly and changed for delivering new lots of human decision-making and are
of new services.
& better services to citizens. Hence document & form intensive. These
there is a need for an effective Business workflows require flexibility and cross- Leveraging existing investments –
Process Management system for department functioning. These will New Solution co- existence with
delivering citizen centric services. Critical require forms to be made available Legacy Systems
Success Factors for delivering effective online for citizens to avail the services.
Over a period of time, Government
citizen services are: These forms need to have the provision
departments have put in a lot of time
of attaching documents and triggering
Ensure Tracking and Monitoring of and effort on automating various
a route for respective departments to
Citizen Service individual functions. Many of these
process this request.
applications are fulfilling their
To provide effective citizen services, it is
Effective Change Management to objectives but running in silos. One of
imperative to ensure that service
support the critical success factors for the
requests are responded to in the
Government Process Re-engineering Mission Mode Projects would be the
defined timelines. For achieving this, a
(GPR) initiatives During the ability for the new solution to co-exist
system should be put in place for
implementation of these processes, with and leverage the existing IT
monitoring and tracking of
there is going to be a lot of investments and legacy applications.
requests.Strong exception handling and
reengineering involved. The solution for The BPM Platform provides a
escalation capability is also required.
any large e-governance initiative cannot framework to integrate these services
Bringing increased visibility through
be rigid and should be built for change. together and deliver the advantage to
dashboards and monitoring will result in
To effectively support re-engineering of citizens quickly without the time
faster response times to citizen requests,
such government processes there is a consuming process of re-building all
leading to better adoption of the
strong need for a business process applications from scratch.
system and project success.
management framework that will give Using Business Process Management as
For e.g. If time frame of 10 days is
control to the process owner for quick a platform for building such services will
defined for issuance of Identity Proof
and effective change management. This effectively meet the needs of
then adherence to the time line would
will also facilitate quick roll out of any government process reengineering,
require real time tracking & monitoring
new sub-process. human centric workflows, monitoring
of requests. If any exception is found
dashboards, quick building and rollout
such as 'Date of birth not filled' or
of new services, change management
"Photograph not clear", it can be routed
etc.

6. Applications of BPM in Government
Transparency, efficiency, and strategy. A BPM system, especially Key drivers are:
enhanced coordination offered by a an open source system, can help Compliance–CostContainment–
BPM fall right in line with the move a government towards open Productivity Improvement–
broader goals of e-government; standards and provide increased Governance
thus, a BPM system is a natural accountability to citizens, thus Some of the application areas for
choice for a government pursuing providing a great advantage to an BPM in Government are shown in
an integrated e-government integrated e- government project. the diagram.
Human Case
Finance Resource Management Other Areas
Ÿ Accounts Payable Ÿ Employee Ÿ Correspondence Ÿ Program
& Receivable Reimbursements management Management
Ÿ General Ledger Ÿ Leave Ÿ Grant Management Ÿ Procurement
(GL) or Records- Management Ÿ Court case Ÿ Internal Audit
To-Reports(RTR) Ÿ Agreements management Tracking
Ÿ Fixed Assests Ÿ Company Lease Ÿ Criminal justice Ÿ Proposal
Management Management
Ÿ Employee Ÿ Contracts
Ÿ Tender Processing/ Contracts management
Quotation
Ÿ On boarding
Management
Example-Case Management using BPM
Case Management is all about behaviors, policies including rules, and and capture, to manage the case file
assembling the right people, processes supporting how each case is lifecycle.
processes, and content, aligning all of resolved. Today more and more Information required to process a case
your case considerations and agencies at all levels of exist in multiple formats such as paper,
providing a structured approach to government—federal/central, state, electronic document, image, e-mail,
carry out the case lifecycle from the and local—are turning to case voice mail etc. Newgen's
initial stages to resolution. Any activity management solutions to transform comprehensive capture solution
that needs to be guided through a their operations and achieve more provides the ability to capture various
logical process for resolution from effective and more efficient service inbound content objects to a Case
initiation to completion should be deliver y. Case management requires Folder. Capture solution is well-
carried out through case management. a combination of different integrated with ECM and BPM suites
A case contains the data, content, technologies including enterprise and is designed to meet the demands
collaboration artifacts, tasks, content management, business of both high-volume
milestones, discussions, events, process management, collaboration,
Correspondence Grant Court Case Contract Criminal
Management Management Management Management Justice

7. centralized production scanning as well associated with physical transfer of seamless integration with all leading
as distributed scanning. Newgen's documents. Automated Data Extraction Office document suites and various
Distributed Scanning enables is supported for both structured other content generation products.
organizations to scan documents at documents like account opening forms,
branch offices and send them to central and semi-structured documents like
location electronically. This significantly invoices using OCR, ICR, MICR and
reduces process turn-around-time, Barcode. Capture of electronic
document shipping cost and risk document is supported through a
Case Management Core Components
Workflow Document
Libraries Libraries
Record Process Exceptions
Mgmt. Definition /Validation
Rule Image
BAM Form
Engine Processing
Tool Designer Lib
Busine it or y
ss Proc
ess Ma ent Repos
nagem anagem
ent En
gine e Con tent M
En terpris
Components of Case File Management
Process Task
Record
Management
Indexes
History Actions
Discussions Deadlines
Security Alerts
& Status
Reporting and
Dashboards
ile
Case F
Busine Engine
ss Proc
ess Ma nage ment
nagem ntent Ma
ent En
gine rise Co
Enterp

8. Comprehensive Content Capture
Acquisition of Documents of and is designed to meet the demands structured documents like account
various types from various sources of both high-volume centralized opening forms, and semi-structured
as a single Case File production scanning as well as documents like invoices using OCR,
distributed scanning. Newgen's ICR, MICR and Barcode. Capture of
Information required to process a case
Distributed Scanning enables electronic documents is supported
exist in multiple format such as paper,
organizations to scan documents at through a good integration with all
electronic document, image, e-mail,
branch offices and send them to leading office document suites and
voice mail etc. Newgen's
central location electronically. This various other content generation
Comprehensive Capture Solution
significantly reduces process turn- products.
provides ability to capture various
around-time, document shipping cost
inbound content objects to a Case
and risk associated with physical
Folder. Capture solution is well-
transfer of documents. Automated
integrated with ECM and BPM suites
Data Extraction is supported for both
Production Web
Scanning Scanning
Newgen Customer Experience Management Framework

9. Comprehensive Content Capture
Case File (Case Templates) processing and assignment of work business documents. Thus a case
A Case File is a model for a particular both as ad- hoc and structured management platform must include a
type of case. It represents a hybrid automated steps, handling of complete document management
compound Case Folder consisting of exceptions and escalations, dashboards system, a comprehensive facility for
scanned documents, electronic for monitoring and control with content creating, capturing, indexing, storing,
documents, forms, To-do list, Notes etc. and communication management finding, viewing, sharing, editing,
A Case File consists of both tools for capabilities. versioning, and retaining a wide variety
interactive task and event triggers for of document types. While common
Process Modeler
any action. A Case File modeled ones can be required by the case
Newgen's Process Modeler with user- template; others may be added ad-hoc
through advance set of tools available
friendly GUI helps design processes at runtime. A single document may be
in Newgen's BPM suite provides a
using BPMN notations. Case workers referenced by multiple cases, and its
highly efficient functional case
with minimal training can easily design lifetime is independent of the cases that
processing view for Government
case movement processes with use it. Newgen's Document
knowledge workers.
automated content management and Management Engine is highly optimized
Case Events configurable process and rule changes. to store and retrieve very high volumes
External events include receipt of a Case file processing model including of documents. It has capabilities like
phone call, letter, fax, or email related to forms, document types, to- do lists, image replication for multi-location
the case. The contents of that message events, triggers, process definition, rules deployment, caching and pre-fetching
are added to the case folder, and new etc. is configured using process that significantly improves user access
tasks or processes may be created. modeler. time andoptimizes load on bandwidth.
Internal events include assignments and Robust Process Engine for executing Precise metadata-based search
business rules. Case workers assign and orchestrating transactions in real capabilities, library services, access
tasks and initiate processes. Business time permissions and version control helps
rules within the case may automatically faster access and better management
The BPEL compliant business process
create and assign tasks or perform fully of documents in a controlled
automation engine executes process
automated actions based on either environment.
instances created in the process
external event, completion of other case
modeler. Newgen provides rule and role Output Management System
tasks, or expiration of task deadlines.
based routing. Filter based user Output management system allows for
Case progresses by means of events,
assignment supports dynamic load automated output content generation
both internal and external. All the
balancing for optimal resource from the case management system, this
component tasks and documents
utilization. Process engine also provides facilitates correspondence, alerts,
announce their status changes through
messaging services through mail and notifications and template generations
events.
SMS. through consolidation of various data
Unified Case Management sources and linking them to the case
Comprehensive Document
framework based on BPM and ECM file reference.
Management
Platform
Case-related information is generally
Unified and Integrated case
received and managed in the form of
management framework demands

10. CaseFile/Template
Record Management System - Long Business Activity Monitoring operations managers and upper
term archival of Case Records The term 'Business Activity management. BAM is a platform-
Case Management requires retention Monitoring' refers to the aggregation, independent, scalable Business
policies, incorporation of implicit analysis and presentation of real time Process Management solution that
information about activities inside offers monitoring of organizational
records classification and life cycle
organizations involving customers and business processes. Built using open
management of case content. Once a
partners. A Business Activity can either technologies, it has seamless
case file is closed, it is archived in RMS
be a business process that is integration abilities allowing it to be
& retention policies are applied. introduced into any IT infrastructure.
orchestrated by Business Process
Newgen Case Management Suite has BAM gives end to end visibility into
Management (BPM) software, or a
certified Records Management to business process that is a series of business processes, by providing
comply with regulatory and legal activities spanning multiple systems accurate information about the status
policies for long-term archival of and applications. The business activity and results of various operations,
content. monitoring tool by Newgen is an processes and transactions so that a
enterprise solution to provide a real user can address the problem areas
time summary of business activities to and resolve the issues within his/her
business process.
Management Dashboards
Case Compliance Ageing Report

11. Our Products
™ ™
Business Process Management Suite Forms Processing Engine
OmniFlow is a platform-independent, scalable Business Process OmniExtract is the data capturing solution which extracts business-
Management Suite (BPMS) that enables automation of organizational critical information from image documents and forms. It can extract
business processes. OmniFlow is designed to ease the creation, all possible kinds of information like Hand-printed/ Handwritten
deployment, modification and management of Business Processes. Characters, Optical Marks, Barcode, Machine-printed Characters
Built using open technologies, it has seamless integration abilities and MICR Fonts.
allowing it to be introduced into any IT infrastructure.
™
™
Invoice Processing System
Enterprise Content Management Suite
Newgen’s Invoice Processing System, with automatic data verification
OmniDocs is an Enterprise Content Management (ECM) Suite for
and validation capability, is a solution for automatic data capture
creating, capturing, managing, delivering and archiving large volumes
from semi-structured invoice documents. It also supports seamless
of documents and content. OmniDocs manages Scanned Document
integration with SAP and other ERP’s.
Images, Electronic Documents and Emails as records. It also supports
seamless integration with other enterprise applications.
™
™
Image-Based Check Clearing & Payment
Customer Communication Management Newgen’s ChequeFlow is an image based Cheque Processing
Newgen's Omni Output Management System (O2MS) delivers solution for inward and outward clearing. Advanced and highly
smarter & targeted communications for better customer configurable sub-systems for Automatic Signature Verification,
experiences. It offers the capability of leveraging prime paper space FOREX Cheque Processing, PDC Management, ECS/ACH
for customer centric inline advertisement, consolidation across mandates, add-ons for Cheque Deposit Machine/ Kiosks.
multiple products. It enables secure communication on improved
templates with rich designs and graphical representation of analytics
™
across multiple distribution channels. In addition easy archival &
retrieval of correspondences for presentment & efficient customer Governance, Risk & Compliance
request resolution is achieved using this enterprise application.
Compliance Manager is an integrated solution for Governance, Risk
and Compliance that’s geared to ensure compliance with standards,
™ best practices and guidelines of various regulatory acts.
Enterprise Reports Management and Archival
OmniReports stores trillions of computer-generated output pages
™
and reports in a highly compressed form. It has a high-speed ingestion
process with simple interactive definitions, enables instant access to Production and Distributed Scanning Suite
terabytes of reports independent of business application, and is fully OmniScan is a production and distribution software scanning for
searchable at field/row/page levels. OmniReports is ideal for sun- document image capture. It supports distributed scanning, image
setting of business applications as well as optimizing core system quality enhancement and delivery of documents to business systems.
performance by purging historical reports.
What Analysts Say Investors
Proven for Flexible and Value for Money
Large volumes Cost Effective
®
2010 BPMS & 2011, DOCCM 2011 BPM
2011 ECM MQ Wave Report Decision Matrix
Reports
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

12. About Newgen
• Leading Global Provider of Business Process Management (BPM), Enterprise Content
Management (ECM) & Customer Communication Management (CCM)
• 900 installations across 50 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government
• Credited with some of the world's largest implementations
• Innovative culture, consistent R&D investments, 35 patents
• Employee strength 1100+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
Singapore
Newgen Software Pte Ltd.
146 Robinson Road #03-00
Singapore 068909
Email: asiapac@newgensoft.com