Capgemini`s Public Sector Case Management Solutions

Transcripción

Business Process Management
the way we see it
Capgemini’s Public
Sector Case Management
Solutions
Change is the norm; excellent service the rule
Sidebar-Title; Helvetica 75 Bold
8/11. Text can run for 3 lines.
Cell height =15mm.
Sidebar-text; Helvetica 55 Roman 8/11;
11pt space after. Kvar radioj promenos,
kaj nau tre malalta domoj gajnas kvar
libroj. Multaj vere malbona bieroj falis.
Du arboj kuris. Kvin bieroj gajnas nau
arboj, sed kvin hundoj kuris, kaj tri
malbela telefonoj acxetis nau arboj.
Multaj malpura radioj veturas. Denvero
malvarme igxis la malrapida libro,
sed du katoj bato.
Sidebar-Text-Bullet-Before; Helvetica
55 Roman 8/11; 3pt space after. Kvar
radioj promenos, kaj nau tre malalta
domoj gajnas kvar libroj. Multaj vere
malbona bieroj falis. Du arboj kuris.
management integration:
n Sidebar-Text-Bullet-L1; Helvetica 55
Roman 8/11; 3pt space after. kaj nau
tre malalta domoj gajnas kvar libroj.
Multaj vere malbona bieroj falis.
n Sidebar-Text-Bullet-L1-After;
Helvetica 55 Roman 8/11; 11pt space
after. kaj nau tre malalta domoj gajnas
kvar libroj. Multaj vere malbona bieroj
falis.
Body-Text; Berkeley Book; 10/12pt;
12pt space after. Kolorado helpis du
vojoj, kaj multaj radioj havas nau
katoj, sed Ludviko trinkis tri tre flava
telefonoj, kaj kvar sxipoj stulte pripensis nau rapida birdoj, sed kvar malbela kalkuliloj vere malbone trinkis
ses libroj. Du bona kalkuliloj veturas
blinde.
Kvar radioj promenos, kaj nau tre
malalta domoj gajnas kvar libroj.
Multaj vere malbona bieroj falis. Du
arboj kuris. Kvin bieroj gajnas nau
Multaj malpura radioj veturas.
Denvero malvarme igxis la malrapida
libro, sed du katoj batos kvin tre eta
domoj, kaj Ludviko parolis, sed
Denvero promenos, kaj:
Body-Head
Kolorado helpis du vojoj, kaj multaj
radioj havas nau katoj, sed Ludviko
trinkis tri tre flava telefonoj, kaj kvar
sxipoj stulte pripensis nau rapida
birdoj, sed kvar malbela kalkuliloj
vere malbone trinkis ses libroj. Du
bona kalkuliloj veturas blinde.
n Body-Text Bullet + Content-Bullet.
Nau bona bieroj malrapide acxetis
la hundoj, sed Londono gajnas kvin
malbona bildoj, kaj multaj bela
birdoj igxis ses libroj, sed kvin malbela telefonoj kuris. La vojoj helpis
ses tre rapida stratoj, kaj kvar
kalkuliloj havas Ludviko. Du arboj
parolis rapide, sed nau vere klara
cxambroj batos la bela sxipo.
n Body-Text Bullet + Content-Bullet
- Body-Text-Bullet-L2 libro, sed du
katoj batos kvin tre eta domoj, kaj
Ludviko par
- Body-Text-Bullet-L2-After libro,
sed du katoj batos kvin tre eta
domoj, kaj Ludviko par
Body-Subhead
Londono. Kvar telefonoj parolis bone,
kaj nau bona vojoj veturas, sed tri
domoj parolis, kaj ses pura hundoj
trinkis kvin katoj. Nau tre bona arboj
skribas kvin vere bela birdoj. Ses klara
cxambroj veturas. Kwarko igxis
Denvero. Multaj hundoj skribas kvar
malalta bildoj. Kvin tre eta bieroj
saltas blinde, sed la strato skribas see
trinkis kvin katoj.Nau tre bona arboj
skribas kvin vere bela birdoj. Ses
klara cxambroj veturas. Kwarko
igxis Denvero.
Multaj hundoj skribas kvar malalta
bildoj. Kvin tre eta bieroj saltas
blinde, sed la strato skribas see.
trinkis kvin katoj inde, sed la strato
skribas see.
Kvar telefonoj parolis bone, kaj nau
bona vojoj veturas, sed tri domoj
parolis, kaj ses pura hundoj trinkis
kvin katoj inde, sed la strato
skribas see. Kvar telefonoj
parolis bone, kaj nau bona
vojoj veturas, sed tri.
©2011 Capgemini. All Rights Reserved. No part of this document may be modified, deleted or expanded by any process or means without prior written permission from
Capgemini. Rightshore® is a trademark belonging to Capgemini.
2
the way we see it
Executive Summary
Citizens are demanding that public
sector services deliver genuine value.
To meet this demand, government
organizations recognize that they must
rapidly adopt new business processes
aligned with IT solutions.
Introduction
Citizens want value for money.
They demand speed, accessibility,
and transparency, and public sector
organizations are under pressure to
redesign their patterns of work to
meet this need.
A new IT-savvy populace expects
transparency, speed and quality,
supported by 24x7 multi-channel
access to information and services.
Aging organizational structures and
processes have to be challenged if
government organizations are to
maintain their credibility with citizencentric service delivery in today’s
round-the-clock society.
The public sector is experiencing
turbulent times. It’s not only
contending with the budget cuts that
are the fallout of a global economic
downturn, but having to deal with
increasingly demanding citizens,
many of whom are experiencing
difficulties for the first time as a result
of the economy. In addition, it is
generally understood that much of the
malaise lies in outdated IT systems
and bureaucratic frameworks. Change
is needed but reduced budgets are
understandably making organizations
cautious about implementing the
robust solutions that will support
their transformational journey.
As the public sector continues to get
to grips with the practical issues of
draconian budget cuts, the economic
crisis has created more than a few
roadblocks when it comes to
overhauling predominantly “policy
stovepipe” organizations. Despite the
barriers, however, government
organizations can see the
opportunities presented by
transforming to an agile way of
working – optimizing knowledge
workers’ time, leveraging information,
and implementing adaptive IT
solutions to process citizens’ requests
quickly and flexibly.
Capgemini’s research of the public
sector market identifies a number of
common symptoms of pain that a new
suite of integrated offerings will help to
address. With a proven track record of
supporting operational, administrative,
and governance change in the public
sector through sound IT strategies,
Capgemini has devised its Case
Management suite of solutions. This
aims to help organizations improve
service, while enabling cost reductions
and ensuring agility.
How can public sector agencies stretch
their organizational flexibility and change
the “policy stovepipe” structures where
information flows are restricted by rigid
procedures and aging IT systems? What
can be done to address an impatience
with stifled operations and long lead times
for implementing changes to policies and
services? Furthermore, the public sector is
all too aware of the prospect of knowledge
loss due to an aging workforce.
Knowledge workers committed to the
public cause know they must deliver
consistent value, but how?
Capgemini believes its Case Management
approach can help to answer these
questions and support the public sector
as it seeks a fresh impetus for change.
Case Management, when supported
by adaptive IT solutions, can deliver
higher organizational flexibility,
productivity and insight.
Capgemini’s Public Sector Case Management Solutions 3
Drivers for change
Case
Management will release a
knowledge worker’s value, but why
Cell height =15mm.
is it needed?
What
the Helvetica
drivers for
in a
Sidebare
ar-text;
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Roman 8/11;
system
that after.
services
requests?
11pt space
Kvarcitizens’
radioj promenos,
The
following
challenges,
and thus
kaj nau
tre malalta
domoj gajnas
kvar
libroj. Multaj
verefamiliar
malbonatobieroj
drivers,
will be
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Du arboj
kuris.organizations
Kvin bieroj gajnas
nau to
public
sector
seeking
arboj,
sed
kvin
hundoj
kuris,
kaj
tri
provide the right IT solutions to
malbela government
telefonoj acxetis
nau arboj.
support
objectives:
Delay in implementing legislation
sed du katoj bato.
inSidebar-Text-Bullet-Before;
IT solutions
Helvetica
New
legislation
to be
imple55 Roman
8/11; needs
3pt space
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Kvar
mented
fast, but kaj
it takes
toomalalta
much
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nau tre
time
to gajnas
make kvar
the necessary
changes
to
domoj
libroj. Multaj
vere
the
technology
systems.
malbona
bieroj falis.
Du arboj kuris.
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through a maze
of bureaucracy
tre malalta
domoj
kvardiverse
libroj.
Citizen
requests
flowgajnas
through
channels and organizational structures
and must be dealt with within appropriRoman 8/11; 3pt space after. kaj nau
ate tre
timeframes.
But there’s a problem.
TheMultaj
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structure
vereoperational
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makes
it hugely time-consuming to
determine
the55exact
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Figure
1: Capgemini’s
BPM promenos,
Grid
11pt
space
after. Kvar radioj
libroj.
Unpredictable/
unstructured
H
Unpredictability/
Required
degrees of freedom
M
Highly predictable/
structured
L
Direct Execution
L
A taxonomy of services
4
in real-time.Berkeley
The system
does10/12pt;
not give
Body-Text;
Book;
case managers
control
of thehelpis
process.
12pt
space after.
Kolorado
du
Conventional
methods
katoj,
sed Ludviko
trinkisoftriworking
tre flava
Knowledgekaj
workers
handlestulte
new cases
telefonoj,
kvar sxipoj
pripevery day
are birdoj,
in constant
ensis
nau and
rapida
sed need
kvar of
malinformation
to resolve
issues. They
lose
bela
kalkuliloj
vere malbone
trinkis
many
productive
hours
just looking
for
ses
libroj.
Du bona
kalkuliloj
veturas
and collating information or performing
blinde.
manual coordination of routine tasks.
Rigid ITdomoj
solutions
malalta
gajnas kvar libroj.
IT applications
have been
to
Multaj
vere malbona
bierojunable
falis. Du
keep pace
volume
andnau
comarboj
kuris.with
Kvinthe
bieroj
gajnas
plexitysed
of work
that casekuris,
managers
arboj,
kvin hundoj
kaj triare
requiredtelefonoj
to handle.
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facmalbela
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arboj.
tors inhibiting
is the e-mail
Multaj
malpuraefficiency
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Denvero
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igxis
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Overlap promenos,
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Denvero
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Body-Head
units that helpis
deliverdu
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Kolorado
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much of
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radioj
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duplicated.
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trinkis
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scope for
processes
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sxipoj
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birdoj,
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malbela kalkuliloj
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birdoj igxis ses libroj, sed kvin malbela telefonoj kuris. La vojoj helpis
ses tre
rapida
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Case
Management
(supported
by adaptive
kalkuliloj
havas
Ludviko. Du arboj
case management technology)
parolis rapide, sed nau vere klara
katoj
batos kvin tre eta domoj, kaj
Serial Execution
(supported by par
workflow technology)
Ludviko
M
No infrastructure for
Body-Subhead
organizational
learning parolis bone,
Londono.
Kvar telefonoj
Similar
recur
acrosssed
cases
kaj
nau mistakes
bona vojoj
veturas,
tri
that sharing
andkajimplementing
best
domoj
parolis,
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practices
could
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trinkis
kvin
katoj.
Nau tre eliminate.
bona arboj
Transitioning
toKwarko
Case igxis
cxambroj
veturas.
Management
Denvero.
Multaj hundoj skribas kvar
Case Management:
A pattern
for
malalta
bildoj. Kvin tre
eta bieroj
work blinde,
with new
saltas
sedpotential
la strato skribas see
CapgeminiKvar
has used
its Business
Londono.
telefonoj
parolis bone,
Process
(BPM)sed
gridtrito
kaj
nau Management
bona vojoj veturas,
confirmparolis,
that much
of the
in the
domoj
kaj ses
purawork
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public sector
is in the category
trinkis
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vere bela
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collaboration
igxis
Denvero.intensive, and the flow
of work can be difficult to predict in
advance.
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experience,
these
Multaj
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kvar malalta
processes
aretre
best
by a
bildoj.
Kvin
etasupported
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Case Management
pattern.
blinde,
sed la stratowork
skribas
see.
Figure
illustrates
Capgemini
kaj
nau1bona
vojoj the
veturas,
sed tri
BPM grid
that maps
collaborative
domoj
parolis,
kaj sesthe
pura
hundoj
and knowledge-intensiveness
trinkis
kvin katoj inde, sed la of
strato
servicessee.
in the public domain to the
skribas
degree of predictability.
Collaborative Coordination
(supported by groupware & social media)
Knowledge
Work
Intensive
H
Collaborative & knowledge intensity
of provided service
A case is:
“A coherent set of work, with a welldefined trigger and result, of which the
quality and lead time needs to be
managed.” A case can be triggered by
certain citizen requests or events, like
birth, moving home, or divorce, or the
detection of certain conditions such as
a fire or a violation of certain laws.
Case Management is:
“A pattern of work in which activities are
executed that do not necessarily follow a
predetermined procedure, but are
dynamically determined and performed
to complete a case, aimed at the delivery
of a specified result within a specified
timeframe.”
Key characteristics of Case
Management are:
n Result-driven – Case workers
perform activities that either bring
the case closer to the required result,
or provide insight to determine what
next steps are needed
n Non-deterministic – As
distinguished from serial execution
work patterns, delivery of a case
follows a non-deterministic path
of activities, which emerges as a
result of events, case data, business
rules, case manager decisions, often
supported by available standardized
activities and templates. A key
instrument for this is the Dynamic
Action Plan, which holds all activities
that may or must be performed for
this case, and can be dynamically
adjusted. This approach specifically
sets Case Management aside from the
often “procedural-driven” execution
of citizen requests
n Standardized and ad hoc activities
– Where appropriate certain activities
can be standardized in terms of
data, tasks, guidance, and business
rules. However, in many cases, ad
hoc activities might be needed and
defined by the case manager.
Capgemini’s Public Sector Case Management Solutions the way we see it
Templates as best practices – By
analyzing cases, organizational
learning can be facilitated through
the use of templates. These are
predefined initial activity plans
for specific case types and are
often high level. These can serve as
compliance-driven requirements or
just suggestions that a case manager
can choose to adapt or ignore
n Shared case data – All data
pertaining to a case is shared,
possibly even with the involved
subjects, such as citizens. Instead
of process silos that keep case
data within department walls, all
case workers – potentially from
different departments or even other
organizations – need to have access
to all case data. This data comprises
structured data including back-end
systems like Customer Relationship
Management (CRM), and Enterprise
Resources Planning (ERP), and
unstructured data such as e-mails,
documents, chats, and photos. This
would be constrained by a proper
role-based authorization mechanism
n Case manager and case worker
roles – To ensure completion of
cases within time and in line with
quality targets, the case manager
is ultimately accountable. The case
manager has the overview and
owns the dynamic activity plan.
In order to determine the required
activities a good insight into the
case specifics and status is vital.
Situational awareness based on good
information is crucial for the case
manager. Competencies include being
goal-driven, keeping an overview and
having the ability to deal with various
(unexpected) events and exceptions.
In addition, case workers can be
assigned to cases as a delegate to
perform certain activities.
n
5
Example
Consider a medical case
where a doctor will assess
Cell height =15mm.
and diagnose a patient and
decide the most appropriate
treatment. If unpredictable
side effects arise as a result of
the treatment then a different
remedy may be required.
Other examples where
Case Management provides
substantial added value include:
n processing
malvarme
igxis lacomplex
malrapida requests
libro,
sedfor
du permits
katoj bato.– grants,
employment benefit, Helvetica
housing
Sidebar-Text-Bullet-Before;
55
Roman
8/11;
3pt
space
after.
Kvar
n complex claims – insurance
radioj
promenos,
kaj
nau
tre
malalta
n objections and appeals –
domoj
gajnas
kvar libroj. Multaj vere
legal
cases
n handling exceptions in highmanagement integration:
volume serial executed work
Sidebar-Text-Bullet-L1; Helvetica 55
– tax processing, benefit
payments.
n
Sidebar-Text-Bullet-L1; Helvetica 55
falis.
n
Body-Text;
Berkeley
Book;Model
10/12pt;
Body-Subhead
Figure 2: Generic
Phased
katoj, sed
Ludviko
trinkis
tri
tre
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domoj Communicate
parolis, kaj ses Enforce
pura hundoj
Collect
Research
Decide
telefonoj, kaj kvar sxipoj stulte priptrinkis kvin katoj. Nau tre bona arboj
ensis nau rapida birdoj, sed kvar malskribas kvin vere bela birdoj. Ses klara
bela kalkuliloj vere malbone trinkis
Towards
performance
ses
libroj. case
Du bona
kalkuliloj veturas
Case
Denvero.
Management
Multaj hundoj
technology:
skribas kvar
transparency and manageability
blinde.
Freeing
malalta bildoj.
knowledge
Kvin tre
workers’
eta bieroj
value
The potentially ad hoc nature of
Recent
saltas blinde,
advances
sedinlatechnology
strato skribas
havesee
case completion
demands
Kvar
radioj promenos,
kaj careful
nau tre
helped
Londono.
to popularize
Kvar telefonoj
Caseparolis
Management
bone,
consideration
how to
make
the
malalta
domojofgajnas
kvar
libroj.
as
kajanau
work
bona
pattern.
vojojThese
veturas,
advancements
sed tri
deliveryvere
of cases
transparent
and Du
Multaj
malbona
bieroj falis.
include
domoj parolis,
innovations
kaj ses
in pura
BPM hundoj
manageable
for line
managers
arboj
kuris. Kvin
bieroj
gajnas and
nau
technology,
trinkis kvin business
katoj.Naurules
tre bona
engines
arboj
and
above.sed
A good
of achieving
arboj,
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hundoj
kuris, kajthis
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enterprise
skribas kvin
content
vere bela
management
birdoj. Ses
to use a telefonoj
generic phased
for case
malbela
acxetismodel
nau arboj.
solutions.
klara cxambroj
Basedveturas.
on our experiences,
Kwarko
Multaj
execution
malpura
that splits
radiojcase
veturas.
completion
igxis Management
Denvero.
Case
solutions typically
into phases,
with certain
Denvero
malvarme
igxis sub-objectives
la malrapida
deliver benefits, as listed in the table
and “definition
of done”
libro,
sed du katoj
batos criteria
kvin tre eta
Multaj hundoj
skribas
kvar malalta
Benefits
with Case
Management.
per phase.
thisparolis,
model sed
and
domoj,
kaj Using
Ludviko
predictivepromenos,
key performance
indicators,
Denvero
kaj:
blinde,Management
sed la strato Framework
skribas see.
Case
governance can be implemented on
Londono.
Kvar telefonoj
parolisgeneric
bone,
Figure
3 presents
Capgemini’s
Body-Head
“Are we delivering cases right?” and for
kaj nau
bona vojoj framework.
veturas, sedIttriis
Case
Management
Kolorado
improvinghelpis
case handling
du vojoj,capabilities
kaj multaj
domoj at
parolis,
kaj ses
aimed
clarifying
the pura
key hundoj
radioj
with templates,
havas naustandardized
katoj, sed Ludviko
activities,
trinkis kvin katoj
inde,
sed la strato
components
of Case
Management
trinkis
and rules
tri and
tre flava
checklists.
telefonoj, kaj kvar
skribas see.The framework can be
solutions.
sxipoj stulte pripensis nau rapida
implemented on top of an
birdoj, sed kvar malbela kalkuliloj
Kvar telefonoj
parolis bone, kaj nau
existing
IT solution.
bona
kalkuliloj
veturas
blinde.
Benefits
with Case
Management
Benefit
Through
Flexible, location-independent access
Web-based computer and mobile access
to cases
Quick overview and insight for case
Personal and role-based configurable views on cases
birdoj igxis ses libroj, sed kvin malworkers in workload, priorities and case Access to/manipulation of structured and unstructured
bela telefonoj
kuris. Laoverload
vojoj helpis
status,
reducing information
case data including data from other systems
ses tre rapida stratoj, kaj kvar
kalkuliloj
havasof Ludviko.
Efficient
execution
activities Du arboj
Enabling case workers to complete activities,
parolis rapide, sed nau vere klara providing all relevant information needed
Knowledge support through rule-driven checklists
n Body-Text Bullet + Content-BulletAbility to delegate activities
Ability to plan agenda and activities
Case
manager
is intre
control
Overview of the case specifics and status
katoj
batosthat
kvin
eta of
domoj, kaj
case execution
Functionality to create, view and maintain the dynamic
Ludviko par
activity plan, supported by templates, business rules
- Body-Text-Bullet-L2-After libro,and using a business services repository that contains
sed du katoj batos kvin tre eta standardized activities (or even more complex process
fragments)
Ability to link cases and create sub-cases
6
Performance transparency
Providing real-time performance data that can also
be integrated with a broader Value & Performance
management solution
Secure
Role-based access authorization
Adaptable
Flexible maintenance of business rules, business
services repository, templates
the way we see it
Figure 3: Capgemini’s Case Management Framework
Case worker (including Case manager)
Citizen
Activity
Plan
Case manager
A1
A3
A5
XX
Case Data
Structured &
Unstructured
Activity Forms
V
To do
Optional
Ad hoc
Department manager
Real-time
Performance
Reporting
Case Management systeem
Business
Rules Engine
Output
Generation
Interfaces to
other systems
Business Services Repository
A5
A2
A...
Activities (including process fragments)
A3
A1
Collect
A6
A7
Research
A...
Decide
A...
A...
A...
A...
Communicate
A...
A...
Enforce
Generic Phased Model
This framework has been successfully
adopted within solutions for
knowledge workers and has been used
for flexible high-volume straight
through processing and human
workflow. With smart configuration, a
large percentage of cases can be fully
automated, leaving the more complex
exceptions that require more flexibility
and human intervention to case
workers – helping them to focus on
non-routine tasks (see Figure 4).
Technology Partners
We have a firm understanding of the
IT requirements needed to support Case
Management, and know the strengths
and weaknesses of technology in this
area, especially regarding the required
process flexibility. We help clients to
define their IT architecture and
technology selection. We have
partnered with a number of technology
vendors for the delivery of Case
Management solutions:
n Be Informed
n Cordys
n EMC
n IBM
n Oracle
n OpenText
n Pegasystems
Capgemini’s Service Offerings
and Experience
Implementing Case Management and
supporting IT solutions requires an
integrated approach that addresses
business, legislation, organization,
culture, roles, processes and IT.
Through our Case Management
assignments and implementations
we have developed and tuned our
integrated Case Management approach.
Capgemini’s Public Sector Case Management Solutions Key strengths of our approach are:
n Empowerment – We focus on strong
involvement of knowledge workers
n Agile – Our solutions are defined,
developed and evaluated in short cycles
n Architected – Through a business
service approach and architectural
governance, we foster sustained fit
for use, maintainability and reuse
n Hybrid – Case Management
often requires integrating various
technologies, each requiring specific
approaches that we have integrated
® – Use of our offshore
n Rightshore
BPM Centers of Excellence aligns our
offerings with your financial goals
n Organizational Change – Our
approach takes into account the
behavioral change and group
dynamics of a transition program
and the focus includes a change
management strategy.
7
Cell height =15mm.
sed du katoj bato.
55 Roman 8/11; 3pt space after. Kvar
radioj promenos, kaj nau tre malalta
domoj gajnas kvar libroj. Multaj vere
falis.
8
Body-Text;
Berkeley
Book; 10/12pt;
Body-Subhead
Figure 4: Case
Management
Supports Automatic
and Manual Handling
domoj Full
parolis,
kaj ses pura hundoj
Automatic Handling
(straight
telefonoj, kaj kvar sxipoj stulte priptrinkis
kvinthrough
katoj.processing)
Nau tre bona arboj
Citizens'birdoj, sed kvar
ensis nau rapida
malskribas
kvin
vere
bela
birdoj. Ses klara
Business
Case
Management
Solution
request
Rules
bela kalkuliloj vere malbone trinkis
Manual Handling
sesCitizen
libroj. Du bona kalkuliloj veturas
Denvero.
hundoj skribas kvar
(supportedMultaj
by best practices/rules)
blinde.
Case worker (including Case manager)
Multaj vere malbona bieroj falis. Du
arboj kuris. Kvin bieroj gajnas nau
Benefitstelefonoj
of implementing
Casearboj.
Management, klara
supported
by appropriate
IT solutions
malbela
acxetis nau
cxambroj
veturas. Kwarko
Multaj
igxis Denvero.
From: malpura radioj veturas.
To:
Denvero
malvarme
igxis
la
malrapida
Rigid processes, supported
Flexible processes and rules, supported by a generic
libro,
sed
du katoj– batos
kvin
tre etainfrastructure,
Multaj
hundoj
skribas
kvar malalta
by rigid
IT systems
with long
lead
leading
to faster
implementation
of
domoj,
Ludviko parolis, sed new regulations
bildoj.and
Kvin
treITeta
time for kaj
changes
lower
costbieroj saltas
Denvero
blinde, sed
la strato
skribas
see.
Employeespromenos,
need to find,kaj:
combine and
Case Management
solutions
provide
an integrated
Londono.
Kvar
telefonoj
parolis bone,
access information from various sources view on the
relevant case
data,
both structured
and
and applications, without a central view unstructured
documents
and e-mail.
Body-Head
kajsuch
nau as
bona
vojoj veturas,
sedWhere
tri
solution
can retrieve
andpura
update
data
Kolorado helpis du vojoj, kaj multajneeded, the
domoj
parolis,
kaj ses
hundoj
from back-end applications
radioj havas nau katoj, sed Ludviko
Employees
need
to work
with kaj kvar
Case Management
provides case managers with a
trinkis
tri tre
flava
telefonoj,
skribas see.
applications with rigid processes,
flexible way to define the required activities. These
sxipoj
stulte pripensis nau rapida activities guide case workers in following the right
that often do not support the specific
birdoj,
malbela kalkuliloj processesKvar telefonoj parolis bone, kaj nau
request sed
and kvar
situation
vere
malbone
ses coordinate
libroj. Du Support forbona
vojoj veturas,
tri domoj
Employees
needtrinkis
to manually
employees,
leading tosed
higher
productivity,
bona
kalkuliloj
veturas
blinde.
kajcoordination
ses pura hundoj trinkis
and keep
an overview
of status
quick overviewparolis,
and better
n with
various office
tools,+such
as
Full automation of
certain
activities,
reducing
routine
kvin
katoj
inde, sed
la strato
Body-Text
Bullet
Content-Bullet.
spreadsheets
and
e-mails
work
Lack
of transparency
and
Real-time insight in theparolis
status and
progress
of cases
la hundoj,
sed Londono
gajnas kvin
bone,
kaj nau
bona
performance
data
for
all
relevant
stakeholders
including
the
citizen
Eliminating the often manual work to repeatedly
birdoj igxis ses libroj, sed kvin malgather and report on performance
bela telefonoj kuris. La vojoj helpis
No infrastructure for
ses tre rapida stratoj, kaj kvar Solution that allows for easy tuning of templates, rules
organizational learning
and activities, supporting quick adoption and rollout of
kalkuliloj havas Ludviko. Du arboj
best practices. This will help to reduce errors
parolis
rapide,
sed
nau
vere
klara
Hard to ensure compliance and
Ensuring compliance through a flexible solution that
cxambroj
la bela
sxipo.
limited
re-usebatos
of available
knowledge
can monitor and guide employees, leading to more
consistency, without constraining flexibility
Supporting employees with rule-driven
to perform activities
katoj batos kvin tre eta domoj, knowledge
kaj
Task-oriented
culture,
without
clear
Empowering
employees, leading to a culture of
Ludviko par
goals
and
objectives
ownership,
transparency
and goal-driven employees
to address citizens’ needs
Functional
reducing
Case Management facilitates integral service teams,
domoj,policy
kaj silos
Ludviko
par
organizational flexibility
that can handle services from more policy areas.
The integral case view provides cross-functional
insight into the status of a case
Hard to collaborate and share
information with other organizations
Based on open standards, Case Management
solutions can connect to other organizations’
systems, and allow employees from other
organizations to access specific case-information or
even perform certain activities
Our differentiators are:
integrated Case Management
approach
n strong business analysis skills,
supported by an expert business
analysis method
n our focus & direction workshops to
clearly set goals and scope
n our value & performance
approach, helping to define a clear
measurement and management
framework for cases
n our BPM Centers of Excellence
n our controlled migration
framework, defining a clear path to
legacy reduction
n advanced methods for activity and
rule analysis and elicitation
n subject matter expertise in
various public sectors
n reusable activity and rules
frameworks for specific verticals
n our focus on business issues, change
management and business solutions,
with IT solutions as enablers
n academy services that can actively
support changes through
training and coaching
n strong expertise and involvement in
public open standards
n partnerships with various strong
technology vendors in the area
of Case Management
n cloud-based delivery
n strong testing services, ensuring
quality and conformance
to requirements.
the way we see it
Figure 5: Capgemini’s Case Management Services and Integrated Approach
n
Capgemini Case Management Services
Business & IT
Vision & Architecture
Case Management Delivery
Rapid
Solution
Workshop
Case
Management
Maintenance
Implementation &
Governance Advisory
Agile
Architected
Hybrid
Rightshore ®
Change
Quality
Project management
Business analysis
Solution architecture & solution crafting
Testing and quality assurance
Organizational change management
We have packaged our Case Management approach in a number of offerings, as
shown in Figure 5. They include:
Rapid solution
workshop
A quick and powerful way for you to understand Case Management,
and see its value for your organization. Through a fast workshopdriven approach, a preliminary business case, a demo, a
presentation and a plan for the next stage are delivered
Business and IT vision
and architecture for
Case Management
Supporting our clients in defining a business and IT vision for the
implementation of Case Management, strongly linked to the client
context, strategy and requirements. Defining business cases and
architectures, and supporting with technology selection
Case Management
delivery
Implementation of Case Management, supported by the design,
build and implementation of an IT solution. This includes building our
client’s ability to maintain templates, rules and activities in an agile
manner
Case Management
application
maintenance
Ongoing maintenance of Case Management IT solution
Case Management
implementation and
governance advisory
To leverage the strengths of Case Management as a work pattern
and deliver the benefits of a Case Management IT solution,
organizations turn to Capgemini for:
n Case Management center of excellence
n standards and guidelines for further roll-out of Case Management
within the organization
n Business Rules and Activity Governance framework that is aligned
with ITIL, yet ensures agility and speed
n guiding organizational and cultural changes
n integrating Case Management initiatives with other business
initiatives and transformations
Case Management
solution for local
government
For the local government we have developed a Case Management
business solution for dealing with subsidies. Other business areas,
such as permits and civil affairs, are under construction
Capgemini’s Public Sector Case Management Solutions 9
Examples of our track record
Capgemini
has successfully
implemented Case Management
Cell height =15mm.
solutions for various clients, including
the
following
examples:
Side
bar-text; Helvetica
55 Roman 8/11;
kaj nau tre malalta domoj
gajnas kvar
Sector
Challenges
Insurance
Slow
claimsnau
handling
Du arboj kuris. Kvin bieroj
gajnas
Body-Text; Berkeley Book; 10/12pt;
telefonoj, kaj kvar sxipoj stulte pripensis nau rapida birdoj, sed kvar malbelaSolution
kalkuliloj vere malbone trinkis
ses libroj. Du bona kalkuliloj veturas
Case Management solution for claim
blinde.
handling that has improved visibility and
speed of claims
Public
Need forDenvero
more efficient
Model based, straight through
Multajdata
malpura radioj veturas.
malalta
domoj gajnas kvar libroj.
processing
1
handling
of allowances,
processing solution, with support
malvarme igxis
la malrapida
libro,
Multaj
vere
malbona
bieroj
falis. Du
frequent changes in
for knowledge
workers
to handle
sed du katoj bato.
arboj
kuris.
Kvin
bieroj
gajnas
nau
legislation
exceptions
arboj,
sed
kvin
hundoj
kuris,
kaj
tri
Public
data 8/11; 3pt space
Significant
improvement
Case Management solution, used by
55 Roman
after. Kvar
malbela
telefonoj
acxetis
nau
arboj.
processing
2
required
in efficiency and
more than 15,000 users, and saving 70
radioj promenos,
kaj nau
tre malalta
effectiveness
minutes
per case
Multaj
malpura
radioj veturas.
domoj gajnas kvar libroj.
Multaj vereof compliance
operations. Need to move Denvero malvarme igxis la malrapida
away from paper-based, silo
libro, sed du katoj batos kvin tre eta
approach
Inspection
Need
for more
Case Management solution, providing
Roman agency
8/11; 3pt space
after.
kaj nau
promenos,
kaj:
transparency, better qualityDenvero
an integrated
view on
objects and
of data and reduction of
inspections
manual overhead, changing
Body-Head
regulation
Kolorado helpis du vojoj, kaj multaj
Local municipality
Inflexible IT solution
Case
Management
solution,
based on
radioj
havas
nau katoj,
sed Ludviko
Capgemini’s
vertical
solution for
trinkis
tri
tre
flava
telefonoj,
kajgrants
kvar
Legal
sector
1
Need
for
integrated
and
Document-centric
Case
Management
sxipoj
stulte
pripensis
nau
rapida
efficient legal case handlingbirdoj,
solution,
with advanced
sed kvar
malbela deadline
kalkuliloj
monitoring
vere
malbone
trinkis
ses
libroj.
Du
Legal
sector
Need
for case
handling bonaDelivery
and maintenance
for a
kvar
libroj.2 Multaj vere
malbona
bieroj
kalkuliloj
veturas blinde.
Case Management
featuring
falis.
n Body-Text
Bullet +solution,
Content-Bullet.
a case folder, document tracking and
Nau
bona
bieroj
malrapide
acxetis
automated workflows
Conclusion
Moving to a dynamic and flexible
Case Management environment in the
public sector is not just a matter of
seeking a replacement for an existing
IT solution. It involves intensive
collaboration with knowledge workers
and the application of proven IT
strategies to define, design and
implement a reusable and scalable
IT architecture. This must integrate
multiple technological approaches
to ensure the right IT fit. And the
organization must be prepared for the
paradigm shift in work culture.
Case Management is Capgemini’s way
of securing the future service delivery
capability of public sector organizations.
10
It birdoj
empowers
igxisthem
ses libroj,
with an
sedagile
kvinway
malof bela
working
telefonoj
within
kuris.
the constraints
La vojoj helpis
of ses
limited
tre rapida
IT spend,
stratoj,
supporting
kaj kvar
employees
kalkulilojinhavas
making
Ludviko.
them productive,
Du arboj
facilitating
parolis rapide,
integral
sedservice
nau vere
teams
klara
to
increase
cxambroj
organizational
batos la belaflexibility,
sxipo.
n Body-Text
+ Content-Bullet
and
ensuringBullet
compliance
and faster
- Body-Text-Bullet-L2
libro, sed du
implementation
of new regulations.
katoj batos kvin tre eta domoj, kaj
parof experience across the
Our Ludviko
wide range
- Body-Text-Bullet-L2-After
public
sector gives us the right libro,
vision
kvinpartner
tre eta in
and sed
toolsdutokatoj
makebatos
us your
kaj Ludviko
par
this domoj,
transformational
journey.
Body-Subhead
trinkis kvin katoj. Nau tre bona arboj
Denvero. Multaj hundoj skribas kvar
klara cxambroj veturas. Kwarko
igxis Denvero.
Multaj hundoj skribas kvar malalta
blinde, sed la strato skribas see.
skribas see.
Capgemini’s Public Sector Case Management Solutions Business Process Management
the way we see it
11
www.capgemini.com
®®
About Capgemini
Capgemini, one of the
world’s foremost providers
of consulting, technology and
outsourcing services, enables its clients to
transform and perform through
technologies. Capgemini provides its
clients with insights and capabilities that
boost their freedom to achieve superior
results through a unique way of working,
the Collaborative Business ExperienceTM.
The Group relies on its global delivery
model called Rightshore®, which aims to
get the right balance of the best talent
from multiple locations, working as one
team to create and deliver the optimum
solution for clients. Present in 40
countries, Capgemini reported 2010
global revenues of EUR 8.7 billion and
employs around 110,000 people
worldwide.
More information is available at
www.capgemini.com
Rightshore® is a trademark belonging to
Capgemini
Capgemini Nederland B.V.
Papendorpseweg 100
P.O. Box 2575 - 3500 GN Utrecht
The Netherlands
Tel. +31 (0)30 689 00 00
Fax +31 (0)30 689 99 99
Copyright © 2008 Capgemini. All rights reserved.
Cover-Reference Number
Contacts
Find out more about our approach to
Business Process Management. Visit:
www.capgemini.com/bpm
or e-mail
[email protected]

Capgemini`s Public Sector Case Management Solutions

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